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:11/14/2023

  Type:Order 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 purchased the kollectors edition of mortal kombat 1. Included is the premium edition of the game. Included in the premium edition, is 6 DLC characters. They are supposed to be free for me to claim in the PS store. Upon trying to claim the first DLC char omniman, I get an error code. Despite repeat attempts at using customer support, ******************** has not resolved the problem. Instead they resorted to demanding my proof of purchase, then resorted to further delaying any response by willfully mischaracterizing my outreach as a "legal inquiry or legal threat". A c consumer, frustrated, demanding a resolution to a problematic game is neither a legal inquiry or a legal threat, its not a threat at all. Since I see no solution in the near future, I am initiation the bbb complaint to try getting a meeting.

  Business Response

  Date: 11/15/2023

  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.

• Initial Complaint

  Date:11/07/2023

  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.

  Purchased the Middle Earth 4K Collection brand new and tried to redeem the digital codes for the digital copies of the movies. The expiration date says 12/31/2023 on the slips but when I tried to redeem, the message on site says ***** is expired. I saw online that this issue happened to many other people also due to an internal error in their system. I contacted Warner Brothers support to have the issue resolved and get new working codes. They asked for photos of the digital code slips, which clearly have the expire dates on them, but refused to provide me new codes. They should be honoring the expiration date and providing me what I paid for, which includes the digital copies of the movies. This is a fault of the company, not mine. I replied multiple times to see what steps I need to take get my digital copies but they are now not replying to my emails.

  Business Response

  Date: 11/08/2023

  The customer purchased this title from an unauthorized reseller from **** which often sell invalid codes. As previously communicated to the customer, we recommend that they contact the retailer or **** for assistance.
   

  Customer Answer

  Date: 11/09/2023

   
  Complaint: 20820436
  
  I am rejecting this response because:

  I did not buy the digital codes from the seller on ***** I bought the complete 4K 31 disc set.  The set was brand new and unopened.  The digital codes were inside and could not have been replicated or used before.  

  For a brand new, opened set, the digital codes should be valid.  The date says they are not expired.  I should be provided with unexpired digital codes.

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

  Business Response

  Date: 11/09/2023

  Point of clarification added:

  The customer purchased this title from an unauthorized reseller from **** which often sell discs with invalid codes. As previously communicated to the customer, we recommend that they contact the retailer or **** for assistance.

  Customer Answer

  Date: 11/16/2023

   
  Complaint: 20820436
  
  I am rejecting this response because:

  That is not an excuse to to *************** copies for valid digital codes from an unopened copy of the Middle Earth movie collection.  It is a known error that Warner Brother prematurely expired valid digital codes that are supposes to expire at the end of 2023.  My copy of the movie is new and the codes are valid.  They should be able to verify that regardless of the retailer.  They need to provide what I purchased.  Not send me back to **** or retailer who can't do anything about the digital copies.  The responsibility is on Warner Brothers, and their customer service has been awful.

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

• Initial Complaint

  Date:10/24/2023

  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.

  This is about the WB game Injustice 2 Mobile. I've been playing this game since 2017 with major in-game purchases. On Oct 15th while playing the game it crashed and it seems it corrupted my *********** profile (iOS, iPhone). Since then I am effectively locked out of the game and my gaming profile (Display Name "TRON", LVL80). I followed the trouble shooting guide from WB several times however it did not resolve the situation. I reached out to WB Games support (ref: ********). They responded back my issue will be reviewed but I won't get an individual response. This is not acceptable. I spent a major amount of money on this game. The issue is caused by the game itself (bug / defect). I want to have a solution to this and an ETA when this issue is going to be resolved.

  Business Response

  Date: 10/24/2023

  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: 10/26/2023

   
  Complaint: 20763448
  
  I am rejecting this response because: I contacted WB support. I was told I am NOT getting an individual response, the ticket was closed. This means there is no willingness to work with me on a solution. A recent maintenance update didn't resolve the issue either. My reported issue is caused by a defect/bug not by any fault of mine. I've made major investments into this game. Losing access results in significant financial loss. ** doesn't seem to care at all and is showing no empathy, understanding for my situation or any willingness so far to make this right.
  This is not acceptable. This is not how you treat your customers / consumers. I expect someone from ** to take responsibility and to reach out to me to present either a solution or alternatively refund my money.
  
  Sincerely,
  ******

• Initial Complaint

  Date:09/19/2023

  Type:Customer Service 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 completed multiple offers through the injustice 2 mobile game via Tapjoy. After tons on time back and forth with Tapjoy I learned that it was a Warner Brothers issue. I have emailed multiple times asking for the rewards that were offered to me if I completed purchases, surveys, etc. Warner brothers is aware of the problem but are not sending me the rewards I completed before the problem was identified. **************** generates a response and does not address the issue at hand. There is no estimated time of completion and Im assuming Im not the only person out there in this situation.

  Business Response

  Date: 09/19/2023

  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: 09/22/2023

   
  Complaint: 20610125
  
  I am rejecting this response because: I was never contacted directly by customer service as they said they would.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/25/2023

  Our records show that we responded to the customer on ticket #********. All players were notified via in-game and through our support agents.

• Initial Complaint

  Date:08/14/2023

  Type:Customer Service 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'm being charged 2x for this service and i cant get a hold of anyone for assistance. I tried the live chat and cant get through the prompts and i submitted a ticket and no one has gotten back to me. I cannot afford to pay 2x for the same service and its very frustrating that i cant get a hold of anyone to resolve this issue.

  Business Response

  Date: 09/22/2023

  Hi, we are unable to locate an account under the email address provided. Can you provide us additional details on the service that you are inquiring about and existing ticket/case number if you have one? Thank you.

• Initial Complaint

  Date:07/19/2023

  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.

  Subject: Complaint Against Warner Bros. for Misleading Sales Practices Dear BBB,I am writing to formally lodge a complaint against Warner Bros. ****************** for what I believe to be deceptive and unfair business practices. The issue at hand involves the sale of a product that was marketed with an expired digital redemption code, specifically for "Supernatural: The Complete Series".On Jul 12, 2023, I purchased this product, which was advertised as including a digital copy of the series. However, upon attempting to redeem the digital copy, I discovered that the redemption code provided had already expired. This information was not disclosed on the exterior packaging of the product, nor was it communicated at the point of sale.The lack of clear and visible expiration dates on the packaging of products with digital redemption codes is misleading to consumers. It creates an impression that the digital content is readily available, when in fact, it *** not be accessible due to expiration. This practice, I believe, constitutes a form of consumer deception and is a breach of trust between the company and its customers.I have attempted to resolve this issue directly with Warner Bros., but my efforts have not resulted in a satisfactory resolution. I am therefore bringing this matter to your attention in the hope that it will prompt an investigation into Warner Bros.' sales practices, and ideally, lead to changes that will prevent other consumers from experiencing similar disappointments.I kindly request your office to investigate this matter and take appropriate action against such misleading practices. I believe that consumers have a right to clear, accurate, and complete information about the products they purchase. This is especially important when the product involves digital content, which *** be subject to restrictions and limitations that are not immediately apparent to the consumer.Thank you for your attention to this matter. I am confident that your office will handle this complaint with the seriousness it deserves. I am ready to provide any further information or documentation that *** be required in the course of your investigation.Sincerely,*******************

  Business Response

  Date: 07/19/2023

  I'm sorry for the trouble you had with the digital code for Supernatural: The Complete Series. As previous agents indicated, the digital code for this title expired on 6/30/2022. Unfortunately, it appears that Amazon still has not updated the product listings. Please note Amazon's listing is also incorrect as it states there's only 1 disc in this set. Since the digital offer expired, we are not able to provide a replacement code. As we suggested, we recommend contacting Amazon for a return/refund- they should be able to accommodate since their product listing/advertisement was incorrect.
   
  Thank you.

  Customer Answer

  Date: 07/20/2023

   
  Complaint: 20335816
  
  I am rejecting this response because: it is still the publisher's responsibility to make the product description accurate on the box of the sale item itself.  There are NO labels, notifications, nor signs on the box that indicate WHEN the digital codes expire.  Passing the blame to Amazon is a shell game.  If you want to play it, then provide a signed electronic copy of all communications by ** to Amazon regarding the expiration date on this specific item to bring back to Amazon to enforce your expiration dates on their site for sale.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/14/2023

  Type:Customer Service 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.

  Purchased the Goonies 4K Blu-ray which states 4K ultra HD, Blu-************* code. I purchased from Amazon on 7/11 and received on 7/12. Immediately entered the code which is located on the inside of the packaging only to find out it has been expired since June of 2022. To be VERY clear , the only way to find out a code is expired is to open the packaging, it is not listed anywhere on the outside packaging, including the black & white banner in the cover art ad this company has told other people. I contacted Warner **** and recieved the same ************ response that hundreds of other have, We do not replace expired codes. It is very shady and deceptive to have pertinent information only available when packaging is opened and not on the exterior. If their response is that its listed on the outside packaging or not being described as including a digital copy it is a flat out lie, as referenced by numerous BBB complaints. A simple ****** search shows hundreds of complaints about this issue starting February that ** was going in and expiring active codes. Luckily I can return the item as Warner brothers does nothing but copy and paste this standard reply to anyone who complaints, yet the vendor who i purschased from agrees with me and acts a full return and refund. My desired resolution would be to simply have the digital code sent as that is what I paid for, but I have zero confidence they will do this so I just want to add this complain to the hundreds of others

  Business Response

  Date: 07/14/2023

  As we have informed the customer, Amazon does not advertise this title with a digital code. Therefore, there is no expectation set to the consumer that a valid digital code is included with this purchase. If a title includes an active digital code such as Shazam! Fury of Gods (4K Ultra HD + Digital), the retailers will clearly distinguish "Digital" in their product listing.

   

  
  
  

  
  

• Initial Complaint

  Date:06/12/2023

  Type:Delivery 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.

  I ordered an item from Warner Bros. Shop on May 25th (fifteen days ago) and it never shipped. I reached out on four separate occasions so that I could get an update on the order, and the business has not responded to any of my requests.

• Initial Complaint

  Date:06/07/2023

  Type:Customer Service 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.

  As a long-time customer of **********************, I am extremely disappointed in my recent experience with Warner Bros. customer service. In going through my film and televison collection recently, I discovered that my UHD Blu-ray copies of "Game of Thrones" and ******************* **** of Justice Ultimate Edition" had unredeemed digital codes. In attempting to redeem them, I received messages telling me the offer had expired.I emailed Warner Bros. customer service, only to be told they could not help **** mailed a letter to Warner Bros. outlining my issue a month and a half ago, and received no reply.This has not been my typical experience with other studios, who have been far more customer friendly.

  Business Response

  Date: 06/08/2023

  As we informed the customer, we are not able to provide replacement codes for expired *************. In addition, the retailer that the customer purchased these titles from do not advertise with digital included, so no expectation is set to the consumers that the valid digital code is included. 

  Customer Answer

  Date: 06/09/2023

   
  Complaint: 20154229
  
  I am rejecting this response because:
  
  The retailer I purchased these from did in fact advertise these with digital codes. These aren't old releases (the "Game of Thrones" set only just came out at the end of 2020 and ******************* is a year newer).
  
  I have over $2,500 worth of Warner Bros. movies and television shows in my collection. I'm a subscriber to **** and I have seen Warner Bros. movies in the theater (I drove five hours round trip to see "*****" in 70mm IMAX during the pandemic when Warner Bros. was struggling to recover).
  
  As I said, this response has not been my typical experience with other studios, who have been far more customer friendly.
  
  I think all of this should warrant some consideration on your part.
  
  Sincerely,
  
  *************************************

  Business Response

  Date: 10/16/2023

  As we explained to the customer, the digital codes for the titles in question expired many years ago. And the expiration date is clearly indicated on the digital code insert.
  

• Initial Complaint

  Date:05/23/2023

  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.

  This complaint has to do with Warner Bros. Games. I play the mobile game Mortal Kombat for IOS run by Warner. The game allows purchases using money or the game earned currency referred to as souls. The game allows the player to purchase upgrades called card packs. It advertises the odds/percentage of what upgrades or characters the player will recieve upon purchase. On May 22, 2023 I purchased 20 card packs Advertised as Diamond Strike Force Pack for **** souls (worth approximately $200 if purchased directly). I received characters that were not the advertised characters listed. I contacted support and asked them to refund my account and removed the incorrect upgrades that were not as advertised. Support informed me that I received the Diamond Elite Spec Ops Packs which are the same as the Diamond Strike Force Packs. They informed me that though the names and pictures of the packs are the different, the packs are the same. I responded that the packs I purchased advertised a 15% chance to receive Strike Force Characters. The pack I received advertises a 15% chance to receive Spec Ops characters (a larger group of characters of which Strike Force is a subset). I responded that this is a clear case of bait and switchand again asked for a refund and offered that support could remove the incorrect characters from my account. Support closed my ticket and said they would no longer respond to the issue.