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:10/17/2022

  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 Aug 30th, I submitted a request to have a song created for my family member, I followed the directions and noted all that was asked for. Approximately a week later, they emailed me a mediocre song with mispronounced name, incorrect information, and non of the items I asked for. I immediately reached out and expressed this displeasure of the service. I was told they would redo the song and I could pick another musician to complete the song. I was provided a promo code to make that song free, since I'd already paid. They again charged my account another $100!! I reached out again and was told the other would be refunded. An entire week passed, no new song, no refund for the other song. I disputed the previous charge since it was erroneous. This week they contact me saying my account is fraudulent because I disputed my other charge. So now they have charged $149 and $100, still don't have the song promised. Spoke with ***** for some time, then "*****" whom said she was a manager, still just continue to send emails claiming refunds, even though they never delivered the service I paid for. I want to be refunded the $249. Buyer beware of scam..

  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 offer you a refund on your second song ($100 for the fees), as we shouldve replaced it at no charge under those circumstances. Or 2) I can offer you a new song for half off (which you can use whenever you want). I know it may be too little too late, but if either 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.  The refund to me of $100 and $149 is satisfactory.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:09/20/2022

  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.

  Paid for an edit to the song I paid to have created. Was told that the artist could not make the edit I requested, but because I included a second small edit request, I cannot receive a refund. I only wanted the one edit initially, but they offer 3 edits, so I included a second one, even though it means nothing to me.Once the one edit was denied, I would have expected a refund for what I paid for the edit.The song is not what I asked for, and I am disappointed in the product; however, I am still willing to pay for the original product. Even though I am not happy with it. But paying for an edit that the company is unwilling to perform, that is a scam. Very disappointed with this company and would not recommend the service to anyone I know.

  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 offer you a partial refund for your song ($10 for the fees). And 2) I can offer you a new song for half off (which you can use whenever you want). One big thing that has changed that were launching now is a Worry-Free policy, which covers up to 4 fixes like this for free. Theres also a better interface rolling out that makes the experience much more enjoyable. I know it may be too little too late, but if either 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. **** has been great.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:09/13/2022

  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 a song from them and it did not give me the option to select an artist that I like. Less than 5 min after I ordered I picked three artist and the customer service rep agreed and told me everything was fine I have the e-mails with the time. The day before the song delivery they tell me it's a complete different artist that can not sing and is not true R&B. The customer rep said it's to bad I agreed. No I agreed to three artist and if they was busy I should have been offered *. A different option or etc. I would have waited for the artist that I chose and I have that in the original e-mail to the rep. ** request a remake with an artist f my choice or refund my money. This is a unethical business practice.

  Business Response

  Date: 07/06/2023

  Hello ********! Apologies for the issues you had while creating a song with us. We have refunded and replaced the original song, 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. 

• Initial Complaint

  Date:09/08/2022

  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 August 5th 2022, I ordered a custom song for my wifes birthday. All of the samples of the artists sounded great and all of the marketing on the site and social media looked perfect. I thought it was odd to pay in full before I received the product, but I trusted the legitimacy of the site which is my mistake. I received my song on August 12th 2022 and I actually cried. I was mortified. In the song, they called my wife my husband multiple times, and the beat/vocals were the worst quality Ive ever heard while also claiming to have high quality. In total, I paid $209 just to have a song that misgendered my wife and made a mockery of our story. I am trying not to get too emotional or dramatic, but I truly could have done a better job, myself for free. I have emailed and pleaded with this company and my bank and nothing is being done about it. I just want others protected from the predatory ways of this site. It was too low quality to pay $200+ for and I would never have minded paying it if I had received the quality that I paid for.

  Business Response

  Date: 07/06/2023

  No record of customer in system,

• Initial Complaint

  Date:09/07/2022

  Type:Sales and Advertising 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.

  I purchased a service to have a personalized song be created. I paid $189.00. The final product was not what I wanted in some parts. I paid for a $40 Revision fee and also felt the song was too short. So I paid for an additional verse to be added. The fee was $64.99. The final song was literally my words placed in the song with no flow, hard to understand, and just felt like the artist literally took my words and put them in a song wherever. The new verse was horrible. I contacted the company via email because there is NO phone number. They want to charge me an additional $100 for a new song! They said I could only revise a song once for $40. Ive looked on the site and cant find that anywhere written. *** spent in total so far, $293.99 for a song that sounds terrible. The company demands more money to fix the song. There is obviously no customer satisfaction here, no one to actually talk to, and for the price I paid, I should get a song I like and can understand. Please help resolve this issue. I paid an additional $40 for a second revision although they said I couldnt get one. The site took my money and ideas for better flowing lyrics I wrote. So total cost now is $333.99 for one song that I dont like and dont understand some of the words because its so poorly done. Id like to request assistance to have the song fixed with no additional charges.

  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 offer you a partial refund on your song ($135 for the extra verse and revision fees). 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 either 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: 07/10/2023

   
  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,
  
  ***************************