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

  902 Broadway, 8th Floor New York, NY 10010

  
• 

  Warner Music Group

  200-17820 Ave Edmonton, AB T5S 2H5

• 

  Warner Music Group

  3751 Victoria Park Avenue Scarborough, ON M1W 3Z4

• 

  Warner Music Group

  20 Music Sq E Nashville, TN 37203-4344

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:10/26/2022

  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 ordered a vinyl from ******** web store to which I was charged $32.29 for a vinyl that was supposed to ship September 30th. I was moving to a new address (unsure of what it would be) so I sent it to my sisters address for the meantime. Finally I found out where Id be living so I sent a request for an address change on July 5th, 2022 as well as September 3rd, 2022 and September 7th, 2022 I gave up and requested the entire order be cancelled after receiving no help with the order being scheduled to ship out soon. Well still no answer on cancelling the order. Fast forward to October 25, 2022 it ships out almost an entire month late to the wrong address because they refused to help. I tried reaching the merchant via phone and the call failed every time I asked to speak with an employee. I am demanding a refund to make this right as I have no way of receiving the item and I gave MORE than enough time to have an address change. When this wouldnt be resolved I decided I wanted it cancelled to which I was ignored for them to ship out my product almost an entire month late.

  Business Response

  Date: 08/24/2023

  We are so sorry that you have not received your shipment. 
  
  Subsequently, we have refunded your order in full.  (Please allow up to 5 business days for the credit to post back to your account.)
  
  We apologize again for this frustrating experience.

• Initial Complaint

  Date:09/15/2022

  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.

  On 4/7/2022, I placed pre-order #*************** for "Lyceum '72: The Complete Recordings ALAC Digital Download" for $79.98. According to the email sent to me by Dead.Net on 4/7 the package was due to be available on 7/29. The files were not available until 8/15. During that time, I had sent email to Dead.Net support requesting status and was told that the downloads were held up due to problems. After downloading the files on 8/15, it was discovered that at least two of the files have extended gaps of silence in them - this was reported by many users on the Dead.net forum and I sent a follow up to Dead.net support requesting non-defective files for those two songs and any others that were known to be defective. I got a response from "****" on 8/17 apologizing for the issue and promising a follow up once a solution was determined. I have emailed requesting information about once per week since then and have received no response. There is not information posted to the dead.net forum providing customers with a status of these defective files. I am very disappointed in the support/service that Dead.net has provided and the fact that they have now gone silent for nearly a month and do not respond to any inquiry for status. I file this complaint requesting BBB's support to resolve this as Dead.Net posts that they are rated A+ on their home page and the service they are providing their customers on this project is far from A+. Thank You.

  Customer Answer

  Date: 10/26/2022

  Better Business Bureau:
  
  

  Hello 

  I am following up regarding Complaint # ********.  I contacted the support email address requesting the downloads and they did try to send me files but they were defective. They refunded my purchase price today, and I consider the complaint resolved. 

  Thank You,

  Regards,

  ****

   
  
  
  
  
   
  
  

• Initial Complaint

  Date:09/09/2022

  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.

  So I ordered a cd from this company, on their website it clearly tells you that it comes with a bonus song wishful drinking on the cd, so we received the cd a few days later and the song is not on the cd. We reached out to the company by email because they do not have a contact phone number listed. I did do a ****** search on this company trying to find a number and found a few but a couple of them are no longer in service and the others that I actually got through to claim they cant help me. We could have bought this cd at a local store without that bonus track but when we saw that on their website, which is the actual record label of this particular artist, it came with that bonus track we decided to buy it from there. We are either asking for them to send ** the actual cd with the bonus track that they show on their website that we ordered or a full refund. Up until now we have gotten no response from this company so we are asking for some help in resolving this issue. Date of transaction; 8-30-22 Amount paid: $23.30 What we ordered: *************************** Good Person CD with bonus track #** Wishful Drinking Nature of dispute: received the cd without the bonus song, which is why I bought it from them in the first place Business response: None, tried to reach out but they are not returning emails and cant reach them by phone Account #: dont see one on my account with them Order #: *************** Tracking #: ************************** Any help on this matter would be greatly appreciated,*****************************

  Business Response

  Date: 05/08/2023

  Hello, 

  Sorry about the delay. 

  Unfortunately, we are unable to send replacements at this time, we have refunded your order in full back on 09.16.22. The credit should have posted back to your account within 3-5 business days.

  Please let me know if you have any issues. 

  Thank you, 

  WMG Customer Service

• Initial Complaint

  Date:09/07/2022

  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 ordered a vinyl by *************** June 16, 2022. I later got a email saying that my order was placed on back order, thats fine, I realized that this back order was going to take months or even longer so I wanted to cancel my order. I reach out to them and was told my order was too far along to make any changes or cancel the order I dont understand how considering it hasnt been sent. I contacted customer service two more times with no response and can find nothing about my order when I put in the order number on the cite.

  Business Response

  Date: 05/08/2023

  Hello, 

  Sorry about the delay. 

  We have cancelled & refunded your order, as requested on 9/12/22.

  Please advise if the refund has not gone through. 

  Thank you, 

  WMG Customer Service

• Initial Complaint

  Date:08/29/2022

  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.

  I placed an order on 23 May 2022 (order number *********** cost $50.98). I received an email a couple of days later saying the order had shipped. In the 3+ months since, I have heard nothing and the tracking number provided is so old it is no longer valid on the *** website.I have emailed customer support multiple times and received no reply except to ask if I was satisfied with the support I did not actually receive!

  Business Response

  Date: 11/08/2022

  
  Thank you for your email, and so sorry for the troubles pertaining to your order.
   
  Ive gone ahead and created a replacement order. New order number:  ************. 

  The replacement order shipped on October 6, 2022

   
  Please note: You will see a confirmation email for this new order. It may look like you were charged; you have not been charged for this new order.
   
  I apologise again for the inconvenience, and thank you for your patience.
   
  All the best,
   
  
  **************************** Store

  Customer Answer

  Date: 11/21/2022

  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:08/15/2022

  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.

  I made an online purchase on July 26th from Warner Music Group. The store indicates that shipping takes 1 to 5 business days. It is August 13th and I have received zero communications. I have emailed support three times with zero response.

  Customer Answer

  Date: 08/16/2022

  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:08/15/2022

  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.

  I ordered the ************************* Live At Carnegie Hall, **** 3LP (Exclusive White ****** on 7/26/22 order number *************** and have received no update at all about whether it has shipped or not. I tried contacting customer service through their website multiple times and never heard a response. I'd like to know when to expect the record since I live in ******* and need to stay on top of record shipments because of the heat. If the record won't ship soon I'd like a refund. It was for my mother's birthday which has already passed now.

  Business Response

  Date: 05/08/2023

  Hello, 

  Sorry for the delay. Our warehouse confirmed that your order has shipped on 8/17/2022. 

  Please advise if the order has still not arrived. 

  Thank you, 

  WMG Customer Service

  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:08/11/2022

  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.

  - Purchased a digital download of 4 concerts for $79.99 on 7/30 - Download was released the morning of the 30th for preorder customers and customers who purchased that day. - Download did not work upon delivery - I contacted customer service regarding issue - **************** responded they were looking into the issue - Recieved a final email from customer service on 8/5 saying I could expect a new email with a new download link and redemption code for my purchase.- Still have not received new download links for purchase - Currently the original download links all point to the same file which is one of the four shows I purchased as a package.

  Business Response

  Date: 05/08/2023

  Thank you for contacting us!
   
  We have been advised that corrected LYCEUM '72: THE COMPLETE RECORDINGS [DIGITAL DOWNLOAD] links have now been sent to all purchasers.
   
  If you have not received the Dead.net email with your corrected links, please check your spam or junk mail filter.
   
  We are very sorry for this frustrating experience, and we thank you again for your patience.
   
  If have any questions, please let ** know.

  WMG Customer Service

• Initial Complaint

  Date:08/01/2022

  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 have preordered "Finally Enough Love" by *******. I am all of a sudden having trouble getting into my account. I have tried to reset my password but the email never comes. Also when i try looking at my order my order number doesn't work. I have tried to contact this company several times about both issues and I can never get a response from them.

  Business Response

  Date: 05/08/2023

  
  Hello *****,
   
  Thank you for contacting us!
   
  We are currently upgrading the ecommerce platform for our online store. Due to this platform change, you will no longer be able to review information on your past purchases, or log into your account.
   
  We can confirm that any pending orders you have will still process & ship. (You will receive an email confirmation when your order goes out.)

  Thank you, 

  WMG Customer Service

• Initial Complaint

  Date:07/27/2022

  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.

  Preordered 2 items from the online store; Dio- Holy diver 2 ** set and deluxe edition CD set. They were shipped in a plastic bag with no protection at all. The CD set was surprisingly fine, the ** not so much. 3 corners all bent, spine damage. Emailed *********************************** as instructed by the webstie with an order number *************** on 7/18/22 same day I received the package. As of 7/27/22 no response aside an automated we received your message email. This is ridiculous customer service especially after paying $12 shipping which was the lowest option. Would like to send the damaged item back via free return and be refunded the price of the ** and the difference in shipping (whatever the cost for 1 item is vs 2). Highly suggest that the warehouse sending out orders learns how to package appropriately.

  Business Response

  Date: 12/12/2022

  
  We are sorry to hear about the issues with your order and for the delay responding to this complaint. According to our records we reached out to you on 7/28 via direct email. 
   
  Unfortunately we are unable to send replacements at this time, we have already refunded you for the damaged item back in July.
   
  If you would like an immediate replacement or a new item, please place a new order directly through the store.
   
  Additionally, we would like to offer you the following coupon code, which will take 10% off your new order:
   
  *********
  
   
   
  Sincerely,
   
  WMG Damaged Returns - US