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Business Profile

Entertainment

Warner Bros. Entertainment Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Entertainment.

Complaints

Customer Complaints Summary

  • 73 total complaints in the last 3 years.
  • 15 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/20/2023

    Type:Product Issues
    Status:
    Unanswered
    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 this game in February 2023, and since then ive had a problem with it. every time I play the game, within ***** minutes of playing it randomly shuts off my playstation 5. Shutting off the playstation 5 like this causes it to potentially corrupt data each time, which is problematic since this can potentially break and corrupt my very expensive gaming device. At first I contacted ** just for a simple resolution but the responses they gave me did not work and were not helpful. They did admit to there being a problem like the one im having but with no real resolution for the issue.*** contacted ** and **** to rectify the situation with no solution from either party. Each party has told me to contact the other, again with no solution from either. Considering that ** put out this $80 game, I expect a resolution from them.

    Business Response

    Date: 04/24/2023

    Hi,

    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: 05/04/2023

     
    Complaint: 19943045

    I am rejecting this response because:

    Their response doesnt do anything to further the conversation about the faulty game. 


    Sincerely,

    ***************************

  • Initial Complaint

    Date:03/28/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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 a monopoly game from the Warner Brothers shop on March 24th. I received confirmation of my order on March 25th. It was then that I noticed the shipping address was incorrect. Somehow it pulled over an address from another purchase I made on a different site. I immediately started to contact **. I got nowhere. I tried everyday to get resolution. The item was still in a confirmation status with an expected shipping date of March 28th Today I received an email stated the order was in "shipping" and could not be corrected. This customer service response is unacceptable. This is a gift. I want satisfaction and resolution.Thank you *************************

  • Initial Complaint

    Date:03/28/2023

    Type:Product Issues
    Status:
    Answered
    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 March 17, 2023, I bought two Warner Bros. movies, Dunkirk and Joker, which were released in 2017 and 2019, respectively. The product I bought was the Bluray/DVD/Digital Code; however, when I tried to redeem the codes, it said that they were both expired. I reached out to Warner Bros. digital support department and they just said that the codes were expired. I explained that I had just bought the product and all I wanted was the product that I paid for, but they refused to provide any help. I asked the issue to be escalated. I asked them to explain how they issue their codes, how long are they valid for, and additional information so I know if I should continue buying products that they produce. ****** simply repeated the original information, saying that there was nothing they could do because the codes were expired and completely stopped responding to any of my communications.This is a violation of consumer trust, not only because they would not stand behind their products, but because of their appalling customer service.

    Business Response

    Date: 03/29/2023

    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. Regarding the additional questions that the customer had, we are not able to discuss the internal process or policies.

    Customer Answer

    Date: 03/29/2023

     
    Complaint: 19856980

    I am rejecting this response because they did not explain the fact the they were not able to discuss internal processes. Warner Bros. Digital Support simply refused to answer any of my emails. I also asked the inquiry to be escalated over ******, who continued with his refusal to answer my emails and address my concerns all without explanation. 

    Additionally, I dont understand how they can indicate that sharing how long the digital codes are valid for is an internal process. This is essential consumer information about a product they produce and sale. It is classic bait and switch. If people knew how long the codes are valid for, consumers would not buy the product after the code is expired. By refusing that information, they are knowingly selling expired products. I buy the movie thinking I will receive the product as advertised, with the expectation of the digital code. But they refuse to provide the information because that means they will continue selling the product, even knowing that the code is expired. 

    In their response, they state the product clearly states the expiration date but it is a consumer violation to include a code of movies that people will not immediately buy after they are manufactured. If they dont want to honor the product, dont include the code. But you do, so it should be honored.  

    Sincerely,

    ***********************

    Business Response

    Date: 10/16/2023

    As we stated multiple times, the digital codes for the titles in question expired many years ago and the expiration date is clearly indicated on the digital code insert.  The digital codes are valid for 1-2 years from initial release date, depending on the format (blu-ray vs 4K). While we understand the customer wants detailed explanation of our internal process, we are unable to disclose those for privacy reasons.

  • Initial Complaint

    Date:03/05/2023

    Type:Billing Issues
    Status:
    Answered
    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.
    HBO *** charged me $9.99 on March 1 from my account ************************* My card linked to the account had already been replaced when they charged me. I never enter new card's information on their website and was not aware of this transaction before they charged me. I want to get the refund. This is an unathorized transaction.

    Business Response

    Date: 03/14/2023

    Customer Support is unable to answer inquiries and send additional follow-*** via this medium. You can reach the *** Max ********************* at **************************. Thank you.

  • Initial Complaint

    Date:02/09/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 February 6th 2023 players on GOTC capitalized on millions of (Gems) a secondary company provided to Warner brothers to purchase such gems to increase their gaming play. Players use VPN addresses logged into ******* and due to the financial crash purchases that normally cost ****** went down to *****. Warner brothers realized the mistake after 10 hours and closed all gaming stores but not before players received millions of said gems. I have been playing this game for 4 years spending hundreds of thousands of dollars. The same as hundreds of other players in my said kingdom. We are all reaching out to the BBB to seek action and help us with a refund

  • Initial Complaint

    Date:02/08/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 a DVD **** and *** Face the Music,no were on the case did it say the digital code would be expired on a certain date.this is until you open it up and see that it expired on 12/31/21. if i would have know this before hand i would have never bothered buying it. I attempted to contacted ** from the site and was told there is nothing they can do as the code is expired. i tried 3 times telling them there was no were on the case that said it was expired until you opened it up. The Case says DVD and Digital. this is a bit if a rip off.

    Business Response

    Date: 02/14/2023

    The expiration date is printed on the cover art. On the black & white banner, it has the expiration date. We recommend that the customer contact the retailer where they purchased for a return/refund.

  • Initial Complaint

    Date:01/24/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 cannot access the e-mail that I signed up for Discovery+ (an entity of Warner ***** with and the subscription ENDED in December 2021. I am still getting billed for this subscription. I have lost all email access because I was in a motor vehicle accident and the only time I ever logged onto that email was on my prior cell. The phone that was destroyed in the accident. I have made continuous attempts to contact Discovery+ via their webchat service and ******** messenger- I do not have a popup blocker on- the webchat service has YET to connect me to a live representative. Every time I attempt to put my new email in it for Discovery+ to contact me they state there is no account associated with it. Clearly- as I described I cannot access that e-mail. My credit card company would need to completely give me a new credit card number which will hinder every other account I have associated with this number in order to negate the fraudulent charges. I have waited hours upon hours to be connected to a webchat agent (again- I have checked to ensure no popup blocker is on) and no "live agent" has ever connected. According to their social media via ******** correspondence they have NO phone number to speak to a representative. How is that even legal in extenuating circumstances such as this and they continue to ignore the problem at hand. Their web design is set up to pigeonhold / loophole people into remaining in service with them as this is NOT the first attempt to contact them about the continued subscription charges posted to my credit card whilst the subscription in my account states it has been inactive since December of 2021. It will not allow me to change my email to contact them via my new email. I have provided the most RECENT charge via Discovery+ to my account and also their records that states when the subscription was canceled. However these charges have been posted to the amount of $5.33 for 13 months.

  • Initial Complaint

    Date:01/06/2023

    Type:Product Issues
    Status:
    Resolved
    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.
    Hello,I received a *********************** Magic Caster Wand for Christmas from my mother. Unfortunately there was some issues with my item, namely there was paint residue on the main bottom LED of the item. I contacted the company through their support page the very next day stating I wished to simply exchange my item. I received a quick response requesting the order information, I responded immediately. I then received a response saying they received my information and would look into the issue. I thought ok, and waited. 2 days later still no response, I receive an email asking me about how the service went and claiming to have no heard from me. I wrote back to that email stating I had received no reply to my inquiry as of yet. I did not receive a response to that email either. I then attempted 1 more time a week ago to ask for a follow up on my request, and it has now been a week of silence. This is a pretty straight forward simple request for an exchange, I wasn't rude, I did not blame them, I simply ask if I could exchange my item which was well within the return period and the warranty details on their page. Even now, I am still simply wanting to replace my item, I will happily return this item back to them as per their policy listed on the site.

    Business Response

    Date: 02/06/2023

    Our records show that we provided the return label on 1/10/23 and replacement was delivered on 2/6/23. Please update your records.

    Customer Answer

    Date: 02/23/2023

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However, I was still not reached out to, I had to once again create another support ticket to finally be helped.  

    Sincerely,

    ********* Del ******

  • Initial Complaint

    Date:12/12/2022

    Type:Product Issues
    Status:
    Answered
    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 10/21 I pre ordered an item from Warner brothers (************************* wand) I received the item on Tuesday December 6th. Within an hour I contacted the company to return the item (website states you have 30 days from delivery to return the wand because they want you happy with the purchase) I was pushed to a few different representatives and in the end told someone would look further into this and contact me by email. Today, 12/12 I contacted the company again. I was pushed through 5 different representatives all asking the same thing over and over and finally got the same line about "digging further into this and someone would get back to me via email" I have my receipt, my delivery proof, my payment proof, and the wand in the entire packaging it arrived in. I have 30 days to return this item and so far it's been 7 days with NO one helping me at all. I find that very sketchy. I have never in my life had such an issue returning an item. I want the information on how to return this item and my refund processed immediately.

    Business Response

    Date: 01/12/2023

    Business Response /* (1000, 5, 2022/12/23) */
    Our records indicate that we provided the customer with a prepaid return label on 12/15. The package was received and processed by our warehouse and we provided a full refund on 12/22.

  • Initial Complaint

    Date:09/26/2022

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    ******* set for annual renewal. No email reminder provided about renewal date approaching (but is buried in the ToS; caveat emptor). Renewal price was 50% more than the "renewal offer" on the subscription page. The kicker is that there is no early cancellation, no refunds. I would upload supporting docs, but you have to turn your subscription back on to see the offers, and I am not risking an extra charge for 2024 at this point.

    Business Response

    Date: 10/03/2022

    Customer Support is unable to answer inquiries and send additional follow-*** via this medium due to privacy. Please contact us at ************************************.

    Customer Answer

    Date: 10/04/2022

    (The consumer indicated he/she DID NOT accept the response from the business.)
    Here is the reply from CS which has zero privacy implications:

    Thanks for responding. This is ***, your HBO ********************** We regret that we are unable to honor your refund request due to our No Refund Policy.

    We understand your feelings, and we'd love to keep you streaming with us because there are so many great shows and movies on the way.

    Business Response

    Date: 10/19/2022

    Business Response /* (1000, 5, 2022/10/03) */
    Customer Support is unable to answer inquiries and send additional follow-ups via this medium due to privacy. Please contact us at *************************************


    Consumer Response /* (3000, 7, 2022/10/04) */
    (The consumer indicated he/she DID NOT accept the response from the business.)
    Here is the reply from CS which has zero privacy implications:

    Thanks for responding. This is ***, your ******* Customer Advocate. We regret that we are unable to honor your refund request due to our No Refund Policy.

    We understand your feelings, and we'd love to keep you streaming with us because there are so many great shows and movies on the way.

Warner Bros. Entertainment Inc is NOT a BBB Accredited Business.

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