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Business Profile

Musicians

Songfinch

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Musicians.

Complaints

This profile includes complaints for Songfinch's headquarters and its corporate-owned locations. To view all corporate locations, see

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    • Songfinch

      1525 N Elston Ave Fl 6 Chicago, IL 60642-7083

    • Songfinch

      1525 N Elston Ave # 600 Chicago, IL 60642-7083

    Customer Complaints Summary

    • 26 total complaints in the last 3 years.
    • 6 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:02/25/2025

      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.
      Dear Songfinch Executive Team,Something extremely bizarre and scam like is afoot with my most recent song request. My custom song has reached an impasse with your Customer Experience ******* siblings and I started this gift for my 85 year-old mother in December 2024. The song was completed. We then requested an Add A Verse. It was completed and given to us for review. We requested three very simple edits. This is where things became illogical and quite bizarre. We still have not gotten a suitable response from your customer experience team. We still do not have a completed and properly edited song to put our already purchased slideshow together.The edited song that was returned to us from the Add A Verse edit request, is NOT the version of the song that we submitted for edits to the Add A Verse. Adding to the peculiaritiy of the unconventional goings-ons with our song, two-of-the three edits that we requested to the Add A Verse were applied to the unsolicited New Version of our song.Were now being asked to pay an additional fee if we want the song that we approved, put back on my page for edits. The song, the version with the unsolicited verse changes and misapplied partial edits is the version that is currently on my page. It should never have been created nor used to replace the song we were loving; ergo, we should not be expected to pay to have our song put back in place for its final edits. The version active on the page now, should be discarded. It is not the version that we paid for, wish to pay for, or use in our slideshow.I have attempted to reach out to you all ****************************************** and Mr. ******* in LinkedIn, ********* ******, and via Snail-mail but have not been able to reach anyone! I have made several email requests to both ***** and ***** of your customer experience team requesting that my case get escalated to someone in authority, other than themselves. They have failed to honor that request as well.

    • Initial Complaint

      Date:12/26/2024

      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 ordered a custom song from SongFinch through their website. This is supposed to be custom song with a deadline of Christmas. Per their policy, song revisions are supposed to be done within 4-7 days. They missed their time window, made poor revisions, and there completion of the song is not custom. The song has odd breaks between the versus without any music, it goes totally silent. I addressed this issue and they refuse to fix it. Their custom support is no help.

    • Initial Complaint

      Date:12/17/2024

      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.
      Purchased a song request from Songfinch in 11/29. The artist completed the song on 12/3 and songfinch allows 5 edits at no cost. After review of the song, I realized the song was not complete and required changed beyond the 5 edits allowed per the companies policy.. The artist got my wife, the recipients name wrong in the song. So my edits are now down to 4. I paid for additional edits and proceeded to make changes using the edit tool provided by Songfinch. The edit tool was not working and the customer service rep ******* said there I nothing they can do but they would accept edits if I wrote out the song in the body of an email with the edits. I then decided the song was not worth saving and request a refund as 1. The song was terrible and had my wifes name incorrect. 2. The system was not working as intended and its not my job to rewrite the song line by line and make edits. They were suppose to have a seamless edit process.

    • Initial Complaint

      Date:10/11/2024

      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.
      On October 10, 2024, I received the song I ordered from them, and unfortunately the song lacks the personal and unique touch that their service promotes, and it sounds as though it was generated by AI, which is a far cry from the heartfelt, human-created work I was expecting. Additionally, the overall quality, from the lyrics to the performance, does not reflect the value of the $300 I paid.I understand that the policy typically states that refunds are not offered. However, given the subpar quality of the song and the fact that it did not meet the expectations set by their marketing, I believe I am entitled to a refund. I did not receive what I was led to expect based on the service description. The company only allows 5 minor changes to the final product but the issues with this song go beyond minor adjustments and require a full rework. They wont agree to a full rework either. The song I received does not align with the examples or quality that are advertised on their website, nor does it meet my expectations for a custom, heartfelt song. The style, particularly the tempo and mood, feels far from what I requested, and unfortunately, the robotic quality of the music further diminished its personal touch. ***** website and marketing are misleading to the public. I believe im entitled to a full refund of $300

    • Initial Complaint

      Date:09/26/2024

      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.
      The issue began with their unfriendly website! So I reached out to an agent for assistance to get the song modified since I was unable to via their website. I was lied to, then redirected back to their website that doesnt work. Im irritated, spent way too long and stressed out for no reason at all! If Im paying over $329 then I expect To get some assistance to get the product I paid for! At this point I want my FULL refund!

    • Initial Complaint

      Date:07/16/2024

      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 purchased a product/service from this company, and they didn't deliver what I paid for. They are refusing to fix the problem or give me a refund. It is entirely unfair that they are hiding behind a no-refund or cancelation policy to avoid accountability. They gave me a bunch of fake promises that they would accommodate me and fix the song; however, they did nothing but keep my money.I emailed them several times hoping they would honor their word and what they advertise. They refused to let me speak to a person, they only email conversations and a no -refund policy, so the consumer is stuck with whatever they want to give out, even though it is not what you pay for.

    • Initial Complaint

      Date:04/18/2024

      Type:Service or Repair 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.
      I ordered a custom song for my daughter who is graduating in May. It was complete at the end of February. It was not 100% what I wanted so I reached out to the company who suggested I pay an additional $60 for 10 song revisions. I did that and sent in the revisions. I was then told by songfinch that they could not restructure the song. They did not offer to work with me or honor the 10 revisions Id sent in. Now Ive paid nearly $300 and have nothing.

    • Initial Complaint

      Date:03/26/2024

      Type:Service or Repair 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.
      I placed an order for a custom song. Upon receiving the song, I noticed there was a mispronunciation and a few things I wanted to change. I was unaware they only allow 48 hours to make changes with their editing software. I requested they reopen the editing window for me, to which they replied that I can send them edits and they will make them. I again requested they reopen the editing software to where I could go down the song, line by line which is easiest. They are telling me they cannot do that (how are you unable to open it again if this is your company and your software?), and to send them the edits and they will give them to *****. I asked who ***** was, and they have not responded to me. Its now been almost a week, and I have sent two follow up emails. I just would like a refund at this point if its this much of a hassle.

      Customer Answer

      Date: 04/01/2024


      Better Business Bureau:

      The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 

      Sincerely,

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

    • Initial Complaint

      Date:03/18/2024

      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 paid $250 for a song that I ordered through Songfinch for Valentine's *** within the website you are allowed to give precise details to be used in the creation of your song. There were no references from the information that I had given the music production quality was extremely poor. You cannot understand anything the artist was singing. And I was completely disappointed with the feedback I received about the horrible quality, the lack of creativity and the inability of the artist to use the detailed information that I had given for the.

    • Initial Complaint

      Date:03/06/2024

      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.
      On 02/15/24 I purchased a custom love song for $231.96, order no. ******. I filled out a detailed and limited question and answer style description regarding our love story. On 02/22/24 I received the song "complete" and the email detailed "Use our Lyric Assist Tool to submit any changes to your song within 48 hours." There was 0 more details besides that I had to submit line for line changes in the tool provided. Because this was a surprise gift for my spouse who was deploying I stayed up for 3h in the middle of the night to rewrite the lyrics. Lyrics which were INCORRECT from the descriptions I provided. I am not an song artist or musician by any means and it took me changing 9 lines to fix the three incorrect details. I had 11 line edits total and admitted 2 edits were merely based on my preference. When I went to make my edits the tool stated I could only make 5 and to send an email. When I did the company requested $60 more dollars, edited their website which I have screenshots of, and limited to 10 edits. The website when I purchased clearly states "Each order comes with a worry-free guarantee that allows you to revise your song's lyrics at no extra cost." The *** section further states "For no extra cost, you can make changes to your song lyrics.." ************ does not even stand by their own statements.

    Songfinch is NOT a BBB Accredited Business.

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