Complaints

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

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  Warner Music Group

  1633 Broadway New York, NY 10019-6708

  
• 

  Warner Music Group

  1290 Avenue of the Americas New York, NY 10104

  
• 

  Warner Music Group

  200-17820 Ave Edmonton, AB T5S 1G9

• 

  Dead.net

  2081 Faraday Ave Carlsbad, CA 92008-7230

• 

  Warner Music Group

  555 Washington Ave., 4th Floor Miami Beach, FL 33139-6639

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:07/19/2023

  Type:Delivery 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 received a product that was missing a part. They do not have a listed phone number to contact, so I have tried email. It has now been 10 days and all I have received back from them are AI generated replies that they have received my complaint and will get back to me. Each time I reply, I just get that same reply back. The item is now sold out so I don't know if can ever get the CD that was not included. Their return policy is that I would not be refunded shipping and handling charges and I would have to pay to ship the item back. This means that I would spend money having a box shipped to me and then paying to ship it back with nothing to show for **** am mostly complaining because of the lack of any customer service and that there is no way to contact the company otherwise.I am including a photo of the product. I was given two Disc 2's and am missing Disc 3.

  Business Response

  Date: 08/01/2023

  We have responded to the customer with the following response:
  
  "**************
  Assign
  
  
  
  Jul 19 01:39 pm
   
  Thank you for contacting us!
   
  I am very sorry to hear that there is an issue with your item.
   
  Please CLICK HERE to fill out our Specialty Request form.
   
  Upon completion of the form, your request will be escalated to a customer service specialist.
   
  Due to the additional research & processing involved with specialty requests, we will ship your requested item and/or update you on our progress within 8 weeks.
   
  Thank you for your patience.
   
  Sincerely,
   
  ******
  Dead.net Store"
  
  We have not received any response since on whether or not they filled out the form. It also hasn't been 8 weeks since our response. Ticket ID #******

• Initial Complaint

  Date:07/05/2023

  Type:Delivery 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 6/13/2023 at 6pm I placed an online order with Rhino Records/Warner Music Group.I ordered two (2) vinyl records: "The Cars" - Rhino Hi Fi Audio (2023 edition).Total cost - $98.39 ($79.96 records, ***** and ** tax $18.43).I paid for the purchase with my personal **** card. I received an order confirmation from Rhino (#*************SF_US). Rhino has also billed my **** ****************************** also listed this transaction as "Shipped to: *****************... " correct shipping address listed.After two weeks (6/27/2023) I emailed Rhino requesting a status update, where's my order?I received an auto reply from Rhino stating they were very busy, had received many inquiries and therefore could not respond to me, be patient. They provided me with a "request #******". Rhino also asked me to check my junk/spam file for any information they may have sent me that I missed. I checked, nothing from Rhino. I have emailed Rhino many times since then to no avail. There is no phone number listed to contact the company on their site. I am asking the BBB to contact Rhino in an attempt to have them contact me to let me know where my order is. I have been billed for a purchase and not received anything. I also note that Rhino's site now lists the records I have purchased as "not available", "sold out". I emailed Rhino with my concerns of frustration and disappointment with their lack of communication on my purchase. In my research of reviews for persons who have ordered this item from Rhino, many persons were dissatisfied in the same areas I have expressed. Please note that Rhino listed this item as, "limited to ***** copies". I am asking to receive the two records I ordered and paid for. As far as I know, Rhino is located in ********** and Warner is located in ********. I do not know where the shipping warehouse is located. I apologize for the lengthy wording. I hope I've provided you with sufficient details to assist me. Thank you!

  Customer Answer

  Date: 07/14/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  **********************
  
  
  
   
  
  

• Initial Complaint

  Date:06/27/2023

  Type:Sales and Advertising 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.

  It was June 14th that I paid $40.23 and put my card number in and shipping address in, I got the confirmation email but never got a confirmation email for shipping. I attached a screenshot of the transacion. I have no shipping confirmation.

  Customer Answer

  Date: 06/27/2023

  on June 14th I preordered 2 of ******************************* Chemistry cd's and the total online on her website is $40.23. today is June 27th and I still have not gotten a confirmation email. There is no customer service number provided or live person to speak to on her website and and I feel I have been scammed by Warner music group. I have also checked her ******** page and mulitple people have gotten there items except for me. I want my money back! Warner music group scammed me. I don't know what more I should say.

  Business Response

  Date: 07/19/2023

  Thank you for contacting us. We appreciate your efforts in reaching out to us.
   
  Our records show that your order was shipped on 6/22/23 and has been assigned to **** for delivery.
   
  Tracking Number: **************************
   
  For more information on this order you can enter the Tracking Number in Track & Confirm on the **** site at:
  ******************
   
  Please note, the site will say **** but it is not. *** Mail Innovations inducts your mail piece into the U.S. ************** within 48 hours of processing. If tracking results do not appear immediately, please wait up to 48 hours after the ship date before the record is available.
   
  If you have any questions or need any additional information, please go to ***********************************************************************
   
  We have been advised that additional time may be required for delivery. We apologize for the inconvenience and thank you for your patience.
   
   
  Sincerely,
   
  WMG Support

• Initial Complaint

  Date:06/20/2023

  Type:Delivery 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 May 15th, I made a purchase from this business. This companies provides goods for the music band Trivium. I purchased a shirt and a woven blanket for 120 dollars after shipping and tax.Both items were listed in stock on their website and make no mention of it being backordered, or "print on demand" item, or anything of the sort.Their website states that my items will ship within **** business days. It did not ship. Their website also states that if my items don't ship after 30 days, I will receive an email asking if I want to cancel my order and receive a refund. I didn't get an email.When I try to contact them using the form on their website, I do get a confirmation that they will look into my issue. I tried to contact them asking if there was any kind of delay on my order and if/when I should expect to ship as it's been more than a month now. After 2 days I get an automated email saying they're swamped with messages and can't read my message, here's a link to the **** which doesn't help me. I tried contacting them on 3 separate occasions and get the same automated response. A part of me thinks they don't read them at all because on the last one, I mentioned if I didn't get a response from an actual person that I would send a complaint to the BBB. I figured that would get them going.I understand there could be delays in shipping orders, but the fact that they tell me nothing of the sort is upsetting. Other websites I shop at will tell me specifically when one of my orders won't ship on time. I feel like I'm left in the dark and that they just took my money and ran. I've purchased from this website before no issues, this has been my worst experience with them.I just want assurance that my order will ship. If they can't guarantee it, refund me. For reference, here's my order number from their website and a link to their store:Order number: *************** Website: ***************************************************************

  Customer Answer

  Date: 06/21/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:06/16/2023

  Type:Delivery 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.

  Ordered 2 vinyl records and a sweater from the shoreline mafia merch line because there was a promotional deal if you buy the vinyl you get a 1.00$ shirt or whatever merchandise you wanted ordered two times one got shipped and one Ive been getting no replies too I search the order number on their website and all it says is cant find order or order number doesnt exist or isnt in our system its been a month no replies I spent 51.43$ it shouldnt take this long to ship something and have no replies. All their automated emails say sorry we cant respond due to a high volume of customer inquiries customer service is the worst Ill never be ordering from them again.

  Business Response

  Date: 08/02/2023

  Hello,

  On June 21, 2023 the customer requested to cancel their order. They were refunded in full on June 22, 2023. 

  Thank you.

  Customer Answer

  Date: 08/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  They actually sent my package out quicker instead of getting my refund for my order which I dont mind but come on now.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:06/05/2023

  Type:Delivery 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.

  Order placed online 4/9/23 for one t-shirt from **********************. Charged $35.29 on 4/10/23 and given order # *************** by Warner Music Group. Online policy stated the item would process and ship in ***** business days. I emailed an inquiry on 4/22/23 (tix #******) with no response. I emailed a second inquiry on 4/25/23 (tix #******) and received a form response that stated they "were experiencing a very high volume of customer service inquires and cannot provide a tailored response". I emailed a third inquiry on 5/7/23 (tix #******) and received the exact same response on 5/11/23 giving my no further information. I emailed a FOURTH time on 5/19/23 (this time adding to the same ticket number previously #******), I received a response on 5/25/23 from ****** stating that she was sorry for the delay and that she would request to prioritize the shipment and that I should receive a confirmation email when it ships. As of 6/2/23, I have not received any shipment information and I am not confident they even have the intention of shipping the item I paid for almost two months prior. There has not been any communication in regards to processing the order further than my initial order. The website still shows it as ordered, not even processed yet.

  Business Response

  Date: 08/03/2023

  Hi there,

  The customer's order was canceled, in which they should have received an email. Additionally, they also have a refund on the way to them and it was processed on July 27th, 2023.

• Initial Complaint

  Date:06/01/2023

  Type:Service or Repair 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.

  Date of transaction May 1st online order was place and I requested a refund because the link on the website did not order the correct album.I immediately sent a email explaining that I would like to return and get a refund.May 10 order is processed and shipped. Still no response on canceling order.May 13 response from support, sorry order has been shipped and not able to cancel.May 17 order arrived email sent to ****************************** Still no answer from returns.

  Business Response

  Date: 08/02/2023

  Hello,

  The customer returned their item and was received on June 8, 2023. ***** Tracking No.: **********************)

  They were refunded in full on June 7, 2023 via the payment method used for purchase. 

  Thank you.

  Customer Answer

  Date: 08/03/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

• Initial Complaint

  Date:05/30/2023

  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.

  On February 17, 2023 the purchase of The *************************** was made from Rhino Store, a subsidiary of Warner Music Group. The items included were ***********************- vault components , and *********************** -empty vault. The total purchase price was $646.49, confirmation number **************** March 10, 2023, neither the purchased items, or an explanation of delay in shipping had been received. An email inquiry was sent to check delivery status. the response was that of a standard form letter, apologizing for the delay and proving FAQ's.After numerous attempts via phone to reach someone regarding this matter, another email was sent on April 7, 2023. This time a reply assuring me that support staff was looking into the matter and a rely would be forthcoming **** (ticket # ****** was assigned). On May 2, 2023 a reply was sent form a Rhino representative assuring me that the issue has been escalated to a team specialist. The specialist replied, stating that the warehouse had been notified to ship the product , prioritizing it as an urgent request. With no tracking number, or confirmation that the warehouse had followed through with the urgent shipping, another email was sent on May 4, 2023 for verification. May 5, 2023 a reply was sent from Rhino apologizing, yet again, for response time delay, with a promise of a shipment update ****. May 8, 2023, the **** update had not been received , so I again, had to reach out to see where they were at with my order. On May 9, 2023 I was informed that a prioritization request had been submitted to the warehouse on May 5th, however, they were not seeing any progress being made on the request.My last communication with the company was om May 21, 2023, notifying them of my intentions to file a complaint with the BBB.I am hopeful that you can assist me with resolving this issue in a timely manner. I would like the immediate shipping of my purchased product or the immediate refund of the total payment Rhino received.

  Business Response

  Date: 08/03/2023

  Hi there,

  The customer was issued a refund on June 2nd, 2023 for the full amount. 

• Initial Complaint

  Date:05/12/2023

  Type:Delivery 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.

  Placed a $200+ order at the Grateful Dead web site (Warner Music Group) (Order Number ********************) for in stock items on March 31, 2023. It is now May 12 and the order has not shipped. Warner Music Group has assured me twice that I am now in priority status, but nothing has changed and there is no indication that the order will ever be shipped I would like a resolution. Thanks

  Business Response

  Date: 05/17/2023

  Due to unexpected delays, the processing and shipping of our orders is taking longer than usual.
  
  I am very sorry for this inconvenience, and we are working to get your shipment out as soon as possible. We have put in a direct request to prioritize the shipment of your order and you will receive a confirmation email when your order ships.

  I apologize again for the delay and thank you for your continued patience.
  

  Customer Answer

  Date: 05/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   This is exactly the same message that they have sent twice before.   it has now been 48 days since I placed the order  there does not seem to be much of a priority once I was placed in priority status

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 08/24/2023

  We apologize for the delay regarding the shipment of your order. 

  The order was delivered on June 14, 2023 according to tracking. 

  Tracking No.:******************

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

  Thank you.

   

• Initial Complaint

  Date:05/08/2023

  Type:Delivery 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.

  According to my PayPal records I paid for this item on 09/29/2022. On December 9th I received an email from Warner Music Store (online) that my order #*************** has been placed on backorder and that they would send a confirmation when my item ships. March 9th they sent an update email that the artist is "working very hard to sign the last set of the ************************* Under Construction Signed Neon Yellow Vinyl" but I haven't heard anything since, it has been 2 months from that time. I have contacted support on two separate occasions resulting in automated messages that didn't provide helpful information.

  Business Response

  Date: 05/17/2023

  
  I have researched your order and it is in back order status. We cannot currently confirm when your order will ship, but you will receive a confirmation email when it goes out. 
  
  I am so sorry for the inconvenience and thank you for your patience. ***** is working very hard to sign the last set of her ************************* Under Construction Signed Neon Yellow Vinyl for you.
  

  Once your order ships, you will receive a shipping confirmation email. Thank you for your patience and sorry once again for the delay

  Customer Answer

  Date: 05/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  I requested a refund as the business still has not updated me as far as when I should expect my vinyls. This response is similar to a response I received several months ago. I still dont know when the artist will be done signing, what month or day they plan to ship, or anything of that sort.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 08/01/2023

  Hi there,

  The customer received an order shipped email from our company on 5/24/23 with the tracking number 1****************** Based on the **** official website, the order was marked delivered on the 31st.

  Let us know if you need help with anything else!

  Customer Answer

  Date: 08/03/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************