Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/05/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In January of this year,I took part in a group study sponsored by Warner Bros. Payment for this event was in the amount of $125. About 10 days ago, I got a link to collect payment. The payment was in the form of a virtual **** card. Long story short, the card does not work. I spent hours on the phone with the issuing bank and they advised they can't find my card in the system and because of this, they can't help me. When I told them I can see it, they repeated, they can't help me. Left with no options as ** has not responded to me, I am now filing a formal complaint. Time i money and now that I am 5 hours into trying to resolve this matter, the small payment I should have got without hassle or error is no longer looking reasonable.

• Initial Complaint

  Date:03/05/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2024-03-02, I purchased a copy of Dune. The product was new from Walmart.The product was the BluRay, DVD, and Digital Copy.When I got home and opened the package, I discovered the code has expired in March of 2023. The company policy is to not issue a new code if the code has expired.I believe this is false advertising, because the copy I purchased indicated it contained a digital copy of Dune. However, this copy did not truly exist. Because the packaging is misleading, it is false advertising.

  Business Response

  Date: 03/05/2024

  Hi, we don't have any record of previous contact from you. 

  Based on the information you provided, it sounds like you purchased this copy in store. If so, your copy would have either a) included the o-ring sleeve which states "Redeem Code by 3/31/2023" beneath "Digital Code" at top right or b) your copy did not include the sleeve. If your purchase did not include the sleeve, there is no visible reference for an active/valid digital code on the packaging and no expectation that an active digital copy would be included with your purchase.

  Customer Answer

  Date: 03/09/2024

   
  Complaint: 21377293
  
  I am rejecting this response because:
  

  I believe the presence of the expiration date of the digital code on the packaging does not negate the fact that I purchased something that was unusable. After all, the code had expired almost a year prior to my purchase.

   

  It would be as if I purchased a copy of **************** at ******** but was unable to download it since it was already expired.

  This is an unacceptable business practice to continue to sell products with expired digital copies.

  Sincerely,
  
  *******************************

• Initial Complaint

  Date:02/08/2024

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought the game "Suicide squad : kill the justice league" on PS5 also got the digital deluxe edition as well it was supposed to come with in game skins which i did not receive ive sent multiple support tickets with no reply my WB games account username is "EvanAtTheBeach" my PSN username is "ActuallyPatchMe"

  Business Response

  Date: 02/08/2024

  Customer Support is unable to answer inquiries and send additional follow-*** via this medium, but one of our staff will reply to you directly via email using our ticket system.
  
  If you have any additional questions or details, you can reply to the ticket response email.

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 21261698
  
  I am rejecting this response because: Ive contacted the support team to resolve this issue and no issue was resolved I want a full refund 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/16/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 23, 2023, I purchased several movies from Gruv.com. Two of those movies (Justice League Dark and Justice Leage Dark Apokolips War) were advertised as having digital codes. Please see attached PDFs of Gruv's site: the listing clearly states "Digital HD," and the page has no indication of expiration dates.When I received them, the digital codes did not work. I contacted Gruv.com, who told me this advertising is the responsibility of Warner Bros. I contacted Warner **** and received an email from ***** saying nothing could be done because the codes were expired (see ** email attached below).I've checked the advertised listing on Gruv, which Gruv claims is the responsibility of Warner **** (the number of other complaints against Warner **** on BBB.org for similar issues also indicates they hold responsibility), and see no indication of an expiration date for digital codes. The only way to know they were expired was to purchase the product, open the product, and find more information inside. I hope my experience can warn others of **'s deceptive business practice that needs to be corrected.As a settlement, I would like digital codes for these movies, and I would like to see the false listings corrected.

• Initial Complaint

  Date:01/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The digital codes advertised as part of the merchandise when buying movies, etc from WB are usually expired despite being unique to each copy of the media being sold.

  Business Response

  Date: 01/16/2024

  The customer inquired about the Wonder Woman ******* blu-ray digital code. As we informed the customer, the digital code expired on 3/31/2022.

  It is likely that the retailer incorrectly shipped older inventory with an expired digital insert. While the customer didn't provide us where they purchased the copy, we checked the product description for major retailers including Amazon, Best Buy, *************** and GRUV and confirmed that they do not advertise this copy with a digital code. If an active digital code is included, the retailer's product description will state "Digital" or "Digital copy". Since the retailer did not advertise this title with "Digital", there is no expectation that an active digital copy would be included with the purchase.

• Initial Complaint

  Date:01/05/2024

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have submitted 2 tickets (on 12/28/23) to Warner Bros. digital support due to receiving expired digital copy codes for ***** and Fantastic Beasts: Secrets of **********. After multiple messages, both ticket respondents indicate that they are unable to provide me with working digital copy codes. Both films were purchased (one September 2022 and one November 2023; proof of purchase provided to WB Digital Support) as bluray with digital copy and received as gifts by my children during the 2023 Christmas holiday. The versions purchased were only purchased due to a digital copy being included. I would not have purchased these items, if I had known a digital copy was unavailable. My children received several other movies for Christmas (from WB & other companies) and redeemed the digital copies without difficulty. The WB Digital Support team claims that the retailer falsely advertised that a digital copy was included, but WB is the company that designed and produced the cover indicating that a digital copy was included. Therefore; I believe it is WBs responsibility to provide me with working codes. After failing to rectify the situation via WB Digital Support, I attempted to address my issue on 1/3/23 via an email to WB customer service and was directed back to submit a ticket to WB Digital Support (who had already refused to give me working digital copy codes). I do not want refunds or to return the items I purchased, I just want to be able to watch the movies digitally.

  Business Response

  Date: 01/05/2024

  Fantastic Beasts: The Secrets of ********** - the customer stated that they purchased this in September 2022. The code was active until printed expiration of 6/30/2023. The customer would have also seen the expiration date printed on their disc sleeve and the insert. The customer had 9 months to claim the code before it expired.
  
  Elvis blu-ray: We reviewed the retailer's product description and confirmed that they do not advertise this copy with a digital code. If an active digital code is included, the retailer's product description will state "Digital" or "Digital copy". This is confirmed by fact that the customer's receipt does NOT show digital and the image is the blu-***************** WITHOUT the digital banner. Since the retailer did not advertise this title with "Digital", there is no expectation that an active digital copy would be included with the purchase, regardless of whether the retailer shipped old inventory. 

  Customer Answer

  Date: 01/09/2024

   
  Complaint: 21101163
  
  I am rejecting this response because: I did not knowingly purchase a movie without a valid digital copy code. Although The Secrets of ********** was purchased prior to the code expiration, ***** was purchased online following the expiration date. I assure you, the image and description used when I purchased ***** did indicate that a Digital Copy was included. I very intentionally and exclusively buy blurays that include a digital copy (for ease of use). I have WB movie titles in my collection and have never had this issue until now.
  

  I am very disheartened by my recent experience with ** and will be avoiding any future ** purchases.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchase a bluray set of Batman: The Complete Animated Series that includes a code for digital copy of the show. When entering the code the WB website said the code has expired. Essentially WB has committed theft by charging me for a code that is expired. When I requested a current code they sent the below. Hi *********, Thank you for contacting Warner Bros. ********************** I'm sorry but the digital code offer for this title has expired. The digital code offer is available for a limited time following the initial release of the **** Blu-ray and/or 4K UHD and is not based on the date of purchase. We do not have the ability to generate a replacement or renew a code once the digital offer has expired. Thank you.Jhane Warner Bros. *********************

  Business Response

  Date: 01/05/2024

  As we explained to the customer, the Amazon product listing does not advertise this set with a digital included. If the digital is included, the product name would include "Digital" (the customer's receipt confirmed this as his receipt did not state digital). In addition, Amazon advertises that digital expired on 12/19/2019 which we provided to the customer. We also informed the customer to contact Amazon for refund since the paymen transaction took place with them. 

• Initial Complaint

  Date:01/02/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive purchased several movies with digital copies that are expired and for a company as big as ** to not honor codes that are still being sold in stores is just wrong Im a serious movie collector and I spend a lot of money on ** movies and its just unamerican for a company profiting here not to honor something thats being sold in stores as an advertised deal for a digital copy if they dont want to honor the codes the movies should be removed from shelves repackaged and sold without the advertisement for the digital copies that cannot be redeemed and if I had the resources I would go to the Supreme Court with this because its just unconstitutional and immorally wrong to do this to customers that support your company but I will not purchase anything from ** again until this is resolved and believe me your company will feel the impact because millions of people are extremely upset by your actions and your greed

• Initial Complaint

  Date:01/02/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased Batman Ultimate Collectors Edition and the code was expired. I did some research and saw I should contact digital support. When I contacted support absolutely nothing was done to help me. I paid for physical and digital copies of the movies and all I have is the physical. It makes no sense why digital codes for the films are still be made but I cannot receive new codes for the expired ones.

  Business Response

  Date: 01/02/2024

  The title in question is only sold by a third party reseller on Amazon who often has inaccurate product descriptions (for example, UltraViolet ceased operations in 2019 but the reseller did not update the product images). We are unable to provide assistance as the digital offer expired and the transaction took place with Amazon.

  Customer Answer

  Date: 01/04/2024

   
  Complaint: 21066542
  
  I am rejecting this response because as a manufacturer you should be trying to do right for the customer. Although the item was bought third party you all still received a profit from the purchase. You all are acting as if there are just no possible way to get me another code. How are the other codes for the movies generated? Can I not be offered a gift card to make things right. No, you all are fighting tooth and nail not to give me codes for movies I paid for.
  
  Sincerely,
  
  **************************************************

• Initial Complaint

  Date:12/12/2023

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Warner **** is knowingly selling blu ray/dvd movies that include a "digital copy license" where the digital license expires with out the consumer being able redeem it. There is no labeling on the movie package stating when the digital code expires, thus if the code is already expired is false advertising. Case in point, I just purchased a movie for my son, specifically for the digital copy, when I received the product the code was already expired. I cannot return the movie due to it being opened. There was nothing on the packaging or anywhere to indicate the digital copy code expired almost 3 years ago. This is lying to the consumer and false advertising.

  Business Response

  Date: 12/12/2023

  The digital code for this title expired in 2021. The retailer ********* unfortunately have not updated their product listing which is sold & shipped by a third party reseller. We are not able to provide a refund since the transaction was with ******** We recommend that you contact ******* about the product listing and a refund.

  Customer Answer

  Date: 12/20/2023

   
  Complaint: 20984180
  
  I am rejecting this response because:
  

  How is ******* to know tbe exact expiration date of the digital code you created and setup? ** would need to display the expiration date on the packaging directly. 

  Sincerely,
  
  *******************

  Business Response

  Date: 12/21/2023

  As previously stated, we cannot control the inaccurate advertisement placed by third party resellers on websites as they are under control by ********

  Customer Answer

  Date: 12/22/2023

   
  Complaint: 20984180
  
  I am rejecting this response because:
  

  So please clarify, does ******* or some other company create the disc, packaging and literature included with the movie,  including the printout with the digital movie code?  Or does ** manufacture the movie in whole?  If ** creates the movie and all contents, how is another company supposed to know the expiration date let alone be responsible for it?  Please clarify.

   

  
  Sincerely,
  
  *******************