Complaints

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

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  Songfinch

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

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  Songfinch

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

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:02/10/2024

  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.

  Date of transaction: Friday, January 26, 2024 Purchase price: $189.00 Songfinch promised to create a song using my input. Their website states they have a Worry-Free Guarantee, and you can make changes to your song until you are happy. The delivered song had no rhymes and my ideas seemed to be just randomly thrown in. I contacted them immediately asking for revisions and was then told you can only make very limited changes (One round of complimentary changes, up to 5-line changes). The song needed much more. I asked for a full refund, which was denied. I asked to speak with a manager and was told I was dealing with a manager. I continued to try to rectify the situation, but they refused to change more than 5 lines even though I told them they were advertising something different and this was dishonest marketing. No refund was issued.

• Initial Complaint

  Date:09/17/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Ordered custom song on 9/2/2023 Ordered photo slide show 9/3/2023 Song delivered 9/10/2023 Edit request by me 9/10/2023 Song updated 9/12/2023 Sent email with requested edit as song said same words 9/12/2023 Received email 9/13/2023 Responded to email 9/13/2023 Sent follow up emails on 9/14/2023 & 9/15/2023 as no response from business.Business stated they provide worry free guarantee. I had not used all my allotted edits and after the 1st edit, artist used same concept and words as what is in the chorus for the last 4 lines in 1st verse. I asked that those lines focus on our beginning initially but went into detail on what I wanted in email after I was not happy with the repetition. I have sent 2 follow up emails and have not heard anything in 3 days. The only way to contact support is via email and they have not been in contact. I don't feel as if anyone is trying to resolve this and I am on a time limit for what I purchased this product for. **************** is horrible. I would like my requested edit to be done so I can get my photo slide show done by our anniversary. If this cannot be done in a timely manner, I would like a refund.

  Customer Answer

  Date: 09/18/2023

   
  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. Please close case. Things are resolved now. Thank you.
  
  Sincerely,
  
  ************************************

• Initial Complaint

  Date:09/08/2023

  Type:Service or Repair 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 a song because of their guarantee that they advertise. Well, they dont guarantee anything. They ************** that as a sneaky practice to get you to purchase.

  Business Response

  Date: 09/12/2023

  Hi there, ****! **************! Apologies for the issues you had while creating a song with us. Your order was placed before we rolled out our Worry Free policy (7/11, you ordered 6/15) and the song was delivered to you on time. It also looks like you did not follow up with us after we reached out answer your questions. Lastly, it appears that you did not submit any changes or requests via our communication with you. If you would like to follow up with us and submit changes to your song, we'd be happy to offer that as a courtesy. Just send us an email at ********************************** and we'll be happy to make sure you love your song. 
  
  Thanks! 

  Customer Answer

  Date: 09/12/2023

   
  Complaint: 20576902
  
  I am rejecting this response because:

  I did respond asking for a refund. Sadly I dont have the email. 

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

  Business Response

  Date: 09/12/2023

  Hello! We have reached out to you via the email you ordered a song with to bring you resolution and look forward to helping you there. 
  
  Thank you! 

• Initial Complaint

  Date:08/16/2023

  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.

  UPDATE PENDING: The song I wanted done is for an engagement. I put a lot of time and effort into providing details into what I wanted for the song. What I got was a very repetitive, chant like "r&b" song that felt NOTHING like R&B with very little details to what I actually gave them. Definitely does not live up to the quality SongFinch promoted with their advertisements, nor the content the artist has on their page, despite them mentioning that they won a grammy. **** felt extremely rushed and I have since reached out to both the artist and ********** and added revision notes, as well as provided an additional tip to the artist to see if that will help make it right. If demand/pay for the artist listed may be an issue, your customers, like me, do not mind paying more for quality if that is what it may take. I rather pay more for a memory like how I propose to the person I truly love, than pay less and get a song that completely misses the ***** Not expecting a billboard song, as it would be a very specifically written song only one person would relate to, but definitely not expecting a half baked song that has ZERO build up, no depth, and no thought on how to get to the powerful point. UPDATE PENDING.

  Business Response

  Date: 08/21/2023

  Hi there! Apologies for the issues you had while creating a song with us. In the time since you have submitted this complaint, we have followed up with your messages and as you are aware, we are seeking resolution with. Thank you for your patience with the process and giving us a chance to make it right. 

• Initial Complaint

  Date:08/08/2023

  Type:Service or Repair 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 ordered a custom song with Songfinch for my 10th anniversary. Their process is very detailed where you choose an artist based on their sample song, and then answer questions so they can write lyrics based on your answers. The lyrics are beautiful but the music is very ethereal, not at all the romantic, folksy music. I gave the feedback right away but their customer service is by email only and they only gave me option to change the music for additional $75. I have been going back and forth with customer service for several days to rectify and they absolutely refuse and disagree that the music does not match the sample I reviewed when I chose that artist.

  Business Response

  Date: 08/11/2023

  Hello there! Thank you for your patience with our process. Apologies that aspects of teh service have not met your expectations. We have upcharges like this in place to protect and value the time of our artists. Sometimes however, communication can get disoriented and we understand this may be one of those situations. We'll be reaching out to you via email to make this right for you. 
  
  Please contact us directly if there is anything else we can do to help. Thanks! 

• Initial Complaint

  Date:03/21/2023

  Type:Service or Repair 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 a song from them and selected an artist. I was not happy with it so they worked with me to get a song replacement. I did the song replacement and paid for it. I chose a different artist and they gave my replacement song to the old artist since the one I chose does not work there any more. The only solution that they gave me was to buy another song. I have spent $700 on these songs and I am not happy about how the song replacement was handled. I used the link they provided to me to make a new song, and chose an artist.

  Business Response

  Date: 07/06/2023

  Hello ********! I'm ****, Director of Customer Experience at ********************. Hope you're doing well!
  
  Firstly, apologies for the negative experience that you had while making music with us. I'm digging in now to some past issues and situations that happened under previous management. I was dismayed to come across yours and am sorry you were so moved that you filed a complaint with the Better Business Bureau. We never wanted you to feel that way and am sorry we didn't follow through well enough to prevent that. 
   
  Since you last ordered, we have taken feedback like yours into account and improved the entire platform. From our communication and operations to the quality of the artists and their songs, we've been trying to shore up anything we can that would have made your experience better. 
  
  From here, I'd love to make it right for you if we can. There are a couple of things we can do. 1) We can get your song made the way you want by the artist you want at no additional charge. And 2) I can refund you the full amount of the second song $164.99, as we shouldve delivered correctly and successfully on that. I know it may be too little too late, but if any of this helps, please let me know and I'll be happy to facilitate. 
  
  ********, thanks again for ordering with us in the first place. I hope we can make this right for you. 
  
  Appreciate you! Talk soon. 

• Initial Complaint

  Date:02/03/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 1/21/23 I purchased a song to be produced for my husband. I chose the artist by a sample that was provided that the artist sounded like. I gave them information that I would like in the sign. On 1/28/23 I received my song. I instantly called my husband out and played the song for him. The artist did not sound like the sample provided. She tried hitting a high note, and couldnt, she was very flat. She sang so low that you cant hear the words because she was mumbling. It was just awful. I wrote songfinch to ask for a refund and explained that it was awful, and that it ruined the experience of giving the song to my husband. My husband a music major, critiqued the song, even though you dont have to be a music major to hear how bad it was, and caused a horrible moment between my husband and I. They responded to me by telling me I had options..1. The first is Artist / Songfinch Errors; This revision is if we or the artist got a detail wrong, there is a mispronunciation, playback issues, or any typos you find on your page. This revision is at no cost to you.2. The second option is our Extra Vocal Recording Session for $40. We'd use this type of revision for any personal preference changes, removing details from your lyrics, changing lyrics that don't match the details submitted, or if they were incorrectly submitted to us. This allows the artist to go back and rework your lyrics and you can make up to 3 single lyrical changes. Keep in mind, you can only purchase this session one time.3. The final option is our Song Replacement Policy. This option allows you to start from scratch by placing a brand new order with the same or a brand new artist. We'll provide you with a unique promo code to cut that cost in half so your new song would be $100.I explained to them, a song revision isnt going to solve anything, and Im not paying more money on a song that I want a refund for.

  Business Response

  Date: 07/06/2023

  Hello *******! I'm ****, Director of Customer Experience at ********************. Hope you're doing well!
  
  Firstly, apologies for the negative experience that you had while making music with us. I'm digging in now to some past issues and situations that happened under previous management. I was dismayed to come across yours and am sorry you were so moved that you filed a complaint with the Better Business Bureau. We never wanted you to feel that way and am sorry we didn't follow through well enough to prevent that. 
   
  Since you last ordered, we have taken feedback like yours into account and improved the entire platform. From our communication and operations to the quality of the artists and their songs, we've been trying to shore up anything we can that would have made your experience better. 
  
  From here, I'd love to make it right for you if we can. There are two things we can do. 1) I can complete your refund in full (only partial right now) as we delivered an incorrect and incomplete product and experience. Or 2) I can offer you a new song for free (which you can use whenever you want). I know it may be too little too late, but if any of this helps, please let me know and I'll be happy to facilitate. 
  
  *******, thanks again for ordering with us in the first place. I hope we can make this right for you. 
  
  Appreciate you! Talk soon. 

  Customer Answer

  Date: 07/06/2023

   
  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.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:02/01/2023

  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.

  1/14/22 they were paid $206 to provide a personalized song with MY information. On 1/14/22, they sent a song meant for someone else. I contacted them, but got a automated response. on 1/17/22 I asked to cancel the song. Then, I was given a response with the song was updated. It was the exact same song. I then filed to dispute the charge. They refused to refund my money. They then tried to extort me by demanding I drop the dispute and then they would provide MY song. When I refused, they refused to provide any song or refund. I filed a complaint with the Office of the Attorney General, and am filing a complaint with the **** next .

  Business Response

  Date: 07/06/2023

  Hello *****! I'm ****, Director of Customer Experience at ********************. Hope you're doing well!
  
  Firstly, apologies for the negative experience that you had while making music with us. I'm digging in now to some past issues and situations that happened under previous management. I was dismayed to come across yours and am sorry you were so moved that you filed a complaint with the Better Business Bureau. We never wanted you to feel that way and am sorry we didn't follow through well enough to prevent that. 
   
  Since you last ordered, we have taken feedback like yours into account and improved the entire platform. From our communication and operations to the quality of the artists and their songs, we've been trying to shore up anything we can that would have made your experience better. 
  
  From here, I'd love to make it right for you if we can. There are two things we can do. 1) I can complete your refund in full (only partial right now) as we delivered an incorrect and incomplete product and experience. Or 2) I can offer you a new song for free (which you can use whenever you want). I know it may be too little too late, but if any of this helps, please let me know and I'll be happy to facilitate. 
  
  *****, thanks again for ordering with us in the first place. I hope we can make this right for you. 
  
  Appreciate you! Talk soon. 

• Initial Complaint

  Date:01/23/2023

  Type:Service or Repair 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.

  On January 15th 2023 I made a $200 purchase through their website, and immediately sought to cancel the order. I did not like the fact that I had to spend the money before I heard the song that they made for me. However, a cancellation option was not given. Upon further review their site stated that they do not offer refunds, and that if you are not happy with your song that you can spend another $100 to have it redone. I waited for the song to be delivered and it was delivered yesterday, January 22, 2023. I was definitely not happy I did email and contact customer service regarding my issues and their response to me was simply that I could pay to have it fixed. I did voice my concern that I wanted to cancel immediately after making a purchase but that that option was not given to me. They didn't even address this in their response. I also researched and found that under federal law a three-day cancellation period is supposed to be given but like I said; it is not. I did warn them that I was going to report them to you and the federal government since the cancellation option is not given. I want a refund and I will be making a review everywhere that I can to warn other consumers so that this doesn't happen to someone else. As far as specific details as to why it was not happy with the song I chose rap and it's definitely not a rap song. There is also a line in the song that is offensive and another that has nothing to do with the information I gave them. In their response email they told me that I could pay $40 to have the lines that I did not like changed but that it's $100 to have the song redone which means that because it's not rap the only way to get the song the way I wanted it was to pay them more money. This to me feels like a scam.

  Business Response

  Date: 07/06/2023

  **************! Apologies for the issues you had while creating a song with us. We have replaced the original song twice, but if you are still unhappy, please let us know and we'd be happy to find another course of action to bring you to a place of satisfaction. Thank you for your patience with the process and giving us a chance to make it right. 

  Customer Answer

  Date: 07/10/2023

   
  Complaint: 18884265
  
  I am rejecting this response because: the only source of satisfaction that I will get is a refund. Yes you replace the song twice. However, the offer to replace the original song did not come until after I reported you to the better Business bureau; which was after countless emails back and forth with your company. Then the second song came and it was revised twice because the artist kept getting information wrong. Upon the third revision request I was told that no more revisions were allowed and I would have to pay for another song. Again, I went back and forth through email until finally a second offer for another free song was given. When the third song arrived it still had wrong information in it. I then wrote out the complete lyrics of the song and emailed them back to the person that I was dealing with for the submission of a revision and when the song came back it again was not correct. At this point I gave up. I started this process in January and finally gave up at the very end of April because the song was for my anniversary which was May 4th and I could not deal with the stress anymore. I went through four months of h*** dealing with your company! You refused to give me a refund stating that you have to pay your artists but, you gave me two free songs which means you paid more out to the artist than what I paid in the first place and I'm still stuck with a song that was not correct. My body does not handle stress well so I went through 4 months of nausea, vomiting, diarrhea, and migraines. To be completely honest when I saw that you finally responded (months later by the way. Great businesship on your part) to my complaint my stomach turned because that meant I had to deal with your company once again. I will never again use your company so offering me another song is out of the question. I will not put my mind or body though the torment again. The only thing that I would make this right is a full refund. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/14/2023

  So sorry we couldn't satisfy you with our service. 100% of your orders and money have now been refunded. 
  
  Wishing you all the best. 

• Initial Complaint

  Date:11/08/2022

  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 purchased to get a song created for my husband on September 11, 2022. After listening to the song, I realized they had my wedding date wrong. I requested a revision due to them making a mistake saying August 8th instead of April 8th. They denied me a revision and asked me to pay more money after I had already paid $199 for the song. I only needed the date changed. They, then sent me a screenshot with edited information stating that it's what I sent them which was a lie. I know the date I got married. I requested a partial refund or a revision and both requests were denied. I wouldn't recommend this company to anyone. I've found that they purposely make errors in people's songs so that people can pay more money to get it fixed. I want my song revised or a partial refund.

  Business Response

  Date: 07/06/2023

  Hello ******! I'm ****, Director of Customer Experience at ********************. Hope you're doing well!
  
  Firstly, apologies for the negative experience that you had while making music with us. I'm digging in now to some past issues and situations that happened under previous management. I was dismayed to come across yours and am sorry you were so moved that you filed a complaint with the Better Business Bureau. We never wanted you to feel that way and am sorry we didn't follow through well enough to prevent that. 
   
  Since you last ordered, we have taken feedback like yours into account and improved the entire platform. From our communication and operations to the quality of the artists and their songs, we've been trying to shore up anything we can that would have made your experience better. 
  
  From here, I'd love to make it right for you if we can. There are few things we can do. 1) I can offer you a partial refund of $50 as we shouldve covered your fixes and as a result you were delivered an incomplete product and experience. 2) I can offer you a new song for half off (which you can use whenever you want). And 3) This one I have to check on to make sure the artist still has the files, but if they do, wed be happy to get the original song fixed for you to your liking, no charge. I know it may be too little too late, but if any of this helps, please let me know and I'll be happy to facilitate. 
  
  Kiyana, thanks again for ordering with us in the first place. I hope we can make this right for you. 
  
  Appreciate you! Talk soon.