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Business Profile

Artist Agents

Warner Music Group

Headquarters

BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

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

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Warner Music Group has 20 locations, listed below.

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    Customer Complaints Summary

    • 91 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:12/26/2022

      Type:Delivery 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 purchased a shirt for my daughter on Dead Live Crewneck for my daughter on December 10th. They immediately charged my PayPal for *****. Claimed it would ship within 3-5 days.Checked on status of order and on December 23rd got a email with response that they couldnt give a tailored response because of high volume of inquiries??Dont even know when I will receive shirt?I never would have ordered from this website if knew that it would have been handled this way..Cant cancel order? They have already charged me?

    • Initial Complaint

      Date:12/21/2022

      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.
      Warner music DBA ************ took $96 for an online order from The nitro circus store. Many weeks later they still have not shipped my items nor responded to any emails or online messages. They also do not provide a phone number to contact their customer service.

      Business Response

      Date: 05/08/2023

       

       

      Hello, 

      This is what was sent to the customer on Dec ******** am:

       
      "Thank you for contacting us!
       
      I have cancelled & refunded your order, as requested. (Please allow 3-5 business days for the credit to appear in your account.)
       
      Please accept the following 10% off coupon code to our online store as a thank you for your patience (some restrictions may apply): 
       
      *********
       
      If you have any questions, please let me know.
       
      Sincerely,

      Nitro Circus Store"

    • Initial Complaint

      Date:12/14/2022

      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 made an online purchase on November 23, 2022 and my account was charged for $64.78. The transaction was with Warner Music Group and it was for a small red hoodie that said ATL on the front. I have sent emails about when I should expect to receive my purchase, but I only received one response that was an automatic response that answers frequently asked questions. I have sent a follow up email and have received no repsonse to that. I am only requesting to be refunded my original charge if the item cannot be shipped. The ticket request ID is *****.

      Business Response

      Date: 05/08/2023

      Hello, 

      We are very sorry for the delay. 

      It looks like the order was shipped out on January 9, 2023

      Please let me know if there was any issues receiving the package. 

      Thank you, 

      WMG Customer Service

    • Initial Complaint

      Date:12/14/2022

      Type:Delivery 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 11/19/22, I ordered 3 t-shirts from *****************. According to their website, their Holiday Order Deadline was December 8 for orders to be delivered in *****************. Also posted on their website is the following: "The majority of our in-stock orders will be processed within 1-5 business days (M-F)." I placed my ordered with based upon these representations. All items I ordered were in stock. My credit card was charged $120.35 on 11/19/22. The charge was placed by Warner Music Group, *******************************************. I did receive an email from *****************, acknowledging my order and letting me know they would notify me when my order shipped. As of 12/13/22, I am still waiting to receive notification that my order has been shipped. On 11/29/22, I contacted ***************** to inquire about my order. At that time I told them that I will be leaving for three months in ******* on 12/24/22 and if the order is not received by then, there will be no one at my address to bring the package inside my house. Since the order had not been shipped, I asked if they could change the shipping address to that of my granddaughter. I provided them with her name and address. They refused. In addition, they refused to provide me with an estimate as to when the order might be shipped. I asked to cancel the order and they refused. On12/7/22 they stated: "We have escalated your message to a specialist on our team, who will follow up with you as soon as possible." I am still waiting to hear from a specialist on their team.In view of the foregoing, and the fact that my credit card has been charged, yet -- contrary to the representations made by ***************** nothing has been shipped -- I would like to report the fraudulent activity on the part of Warner Music Group, in charging my credit card for an order which has never been fulfilled.

      Business Response

      Date: 05/08/2023

      Hello, 

      We are very sorry for the delay. Our records show that the customer was refunded back on 12/21/23.

      Order Number: ************

      Please let me know if there are any other pending issues we can help with. 

      Thank you,

      WMG Customer Service

    • Initial Complaint

      Date:12/13/2022

      Type:Delivery 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 purchased 2 shirts almost a month ago and nothing. Website says 5 days !

      Business Response

      Date: 02/15/2023

      Tracking and order shipped confirmation were emailed to the customer. According to *** the order shipped and was delivered by December 27, 2022. 

      "Tracking Number: ******************


       Delivered On
      Tuesday, December 27 at 4:09 P.M. at Porch"

    • Initial Complaint

      Date:12/08/2022

      Type:Delivery 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.
      Placed my order for a System of a Down XL hoodie on 22 November 2022. I received a response email from ************* confirming my order and was provided an order number of ************ ** the same day. In that same email I am able to check my order status as well. When I have checked my Order Status after not receiving any updates about my order it takes me to a Systems of a Down page asking to submit my information as well as my order number which I have provided. To date, I have NOT received ONE single email back from Warner **************** about the status of my order one way or the other! Their lack of online communication is a failure. The fact that a **************** phone number is not listed should have been my first clue to avoid doing business with Warner Merchandise. My commitment to make a purchase was honored. They should also honor their commitment in providing the merchandise that was purchased or at the very leastprovide some sort of updated communication. My SYSTEM of a DOWN hoodie order was to be a gift for a special kid who found some sense of connection to this group. What a disappointment! The Online Merchandise Storefront aspect of this Website certainly lacks the integrity that most hard working people deserve and expect!

      Business Response

      Date: 12/08/2022

      Thank you for contacting us.
       
      I am very sorry that your order still has not shipped.
       
      I will put in a request to prioritize the shipment of your order. 
       
      You will receive a confirmation email when your order does ship. (Unfortunately, we cannot provide an estimate as to when your order will ship, at this time.)
       
      I apologize again for this frustrating experience and thank you for your continued patience.
       
      Sincerely,
       

      WMG Store Support

      Customer Answer

      Date: 12/14/2022

      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:11/30/2022

      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.
      On October 25, 2022, I placed an order for three in-stock t-shirts through WMG's ************************* store. The order number provided was *************** (though their website is faulty and doesn't let me check status on this order number) and the order cost me $95.67. Their website says in-stock items will ship in 3-5 business days. I had a change in circumstances which lead to a quick cross-country move. Before this move, I contacted WMG to get an update on the order on November 8th and to request the order either be canceled or to change the address. I received a response saying it was too late in the process to change the address. I have emailed several times since to inquire as to when the item is expected to ship, especially considering it is well past 3-5 business days as their website advertises, and to, again, request to cancel or change the shipping address considering there is apparently some sort of WMG issue or delay that has not been communicated. I have received zero responses as of November 30 at 11am PST after reaching out at least three more times. I am now no longer at the original address and would like to cancel the order for a refund or to have the items shipped to the new address. This is supposed to be a Christmas gift but I'm doubting that is going to happen at this point...I am really frustrated because I had the exact same issue with another WMG order in which they said they would update my address and they responded within a reasonable time frame but apparently this particular order in the ************************* store is not a priority as I can't even get a response for it via their email-only customer service. Thanks for any help that can be provided to resolve this issue.

      Business Response

      Date: 02/15/2023

      Hello,

      A refund and order cancellation was offered on December 6, 2022. The following message was sent to the customer:

      "Your email has come to my attention and I apologize for the tardiness of this response.
       
      I am very sorry for the delays and that we cannot update the shipping address on your order.
       
      We will cancel & refund your order *************** as soon as possible.
       
      I apologize again for this frustrating experience.  Please accept the following 15% off coupon code to our online store as a thank you for your patience (some restrictions may apply):
       
      *********  
       
      If you have any questions, please let me know."

      Customer Answer

      Date: 03/07/2023

      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:11/16/2022

      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.
      On 11/7/2022 I purchased a digital download of the Listen to the River box for $170. I have not been able to download the files, which are equivalent to 20 CDs of music.My order number is********************.My "ticket request ID" from the automated support response is: ***** The downloads for this boxed set are presented as seven "Download" links. Each of the download links displays an error when selected. The error messages displayed indicate a problem with the files, or security thereof, at AWS/S3.Heres the text of one download error:This XML file does not appear to have any style information associated with it. The document tree is shown below.NoSuchKeyThe specified key does not exist.********************************************************************************************************** ********************************************************************************************I tried to download the files with different web browsers, with and without content blockers. *** tried back repeatedly in case it was a temporary error. In the process, I have only managed to deplete my download attempts (you get five attempts per file).I wrote to Dead.net customer service on the day of purchase and on several days thereafter. I wrote using their contact form (*******************************************************) and also directly using their email address. Once I received an automated reply, but that's the only response that I've received.I understand that technical problems happen, and I would patiently wait if I was told that some issue needed to be resolved. But I have received no response from a human at any point.I would like this download issue to be resolved, so I selected "Delivery" as the desired resolution. I would like delivery of the files as expected. Failing that, I would like a refund.

      Customer Answer

      Date: 12/02/2022

      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.

       

       

      Hello,

      The issue reported below is resolved. The company finally got in touch a few days ago and just issued a refund without attempting to fix the technical problem. 

      Thanks,
      ****





       

    • Initial Complaint

      Date:10/31/2022

      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 preorder the new ******************************* cd on 9/16/22. The cd was to be released 10/14/22. Not a problem. It passed October 14 the cd order status does not update. I reach out to the company to let them now. Dont hear anything back. Reach out two days later nothing. I reach out the third time and get a reply. She says that the order is processing and will ship soon. Fast forward to a week since I got the email. I asked to just have my money refunded. She replies my order is processed to far to do anything. How is my order to far if you didnt ship it out. I would not recommend using Warner music group to purchase anything. They lack communication with the customer. I would be understanding if they were like we are backordered of the cd but they arent so I wont be using them anymore and will be getting my money back one way or another.

      Business Response

      Date: 05/08/2023

      Hello, 

      Sorry for the delay. Here is the response to the customer back on 11/22/22:

       

      Hello *******,
       
      Your email has come to my attention and I apologize for the tardiness of this response.
       
      I'm very sorry you have not received your order. Due to **** tracking number ************************** not showing an update, you have been refunded in full and the credit will post to your account in **** business days.
       
      I apologize again for the inconvenience.
       
      Sincerely,
       
      ******************************* Store

      Customer Answer

      Date: 05/09/2023

      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:10/27/2022

      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.
      The business/company I placed an order to is ************. (************) Theyre a merch website for the band Twenty One Pilots. The item I ordered from them was two (2) of their exclusive *** Plushes (here is a link to those, too) *************************************************************************** If you click the link, as you can see, the item is $55 My total total was (is) $133.34 for two of them. The date I placed my order was Thursday, October 6th (as you can see, its now Wednesday, October 20th) The issue I want resolved if possible is the fact I ordered from this business three weeks ago, and they havent bothered to ship that order and Im not the only customer without their order shipped, either. Ive messaged this business god knows how many times now. The first response I got from them was to read their frequently asked questions even though, no offense, I did but I did again and tried to let it go and wait more for them to maybe ship my order. This was after I read their FAQ claims orders will ship within 1-5 of their business days. This was after I had waited those five days. The second time they messaged me back, it was a real response (the first was automated, like a robot or something) this time they claimed my order was being processed and would ship ASAP (this was after ten business days) and the last time they messaged back, theyre now trying to claim theyre having delays and since then, no shipment. Most messages I try to send go ignored. No joke They ignore their customers messages and dont bother to reply. Even when I ask them nicely to please ship my order. I dont know what to do anymore. After three weeks of trying to message or trying to wait, as *** said, Ive gotten nothing so every day that goes by is another day I grow more upset and angry. I feel I have no choice to get a third party included to get this order shipped, finally. Im not gonna have my money robbed and Im not gonna keep being ignored thanks.

      Business Response

      Date: 05/08/2023

      Hello, 

      Sorry for the delay. 

      We have cancelled & refunded the customer's order, as requested by the customer back on 11/17/23.

      Please let us know if there was any issue receiving the refund. 

      Thank you, 

      WMG Customer Service

    Warner Music Group is BBB Accredited.

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