Complaints

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:12/01/2024

  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 am an artist in the CD Baby catalogs. It's been a long time since I have logged in to collect royalties on music and when I attempted, I was denied access. I have the correct usr/powder, and when I contacted them, they wanted the original email address to confirm my account. I don't remember the original email as it's been years now. I tried to get them to verify me by my social security since it's on file, but they refused. They are collecting funds from my intellectual property and interest. But will not grant me access to collect even the principal or to update my information.

  Business Response

  Date: 12/02/2024

  It looks like the client has at least two different CD Baby accounts and is not able to verify the information on file for either account.

  I have followed up with the client directly at ****************************************.

  Thank you.
  

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22624491
  
  I am rejecting this response because:

  They have only allowed for use of information that no longer is a part of my identity.  However, they keep records of social security numbers to report funds paid.  Yet they will not accept anything associated with a person's permanent identity.  I no longer have access to former addresses they are asking for, nor phone numbers I once had, nor email addresses that I once used for this account.  However, I can be identified by drivers license, passports, and most credible, by my social security number they have on file.  I would like to access any and all funds being withheld in royalties and if necessary will hire an attorney to get them, plus attorney fees, and damages/hardships imposed by the duration of every conversation that has gone unresolved.
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:11/09/2024

  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.

  CD baby is not updating my sales for my latest single even after gaining ****** streams in ******* and 500 sales in Apple Music and purchases in iTunes store. Even after following it up so many times there;s no response and it is quite concerning. Ticket # *******

  Business Response

  Date: 11/11/2024

  Hello,

  I have responded to the client directly in Ticket #*******.

  I have explained the sales report timeline for each digital partner.

  I will continue to correspond directly with the client for any further questions.

  Thank you and take care!
  

  Customer Answer

  Date: 11/11/2024

   
  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:10/28/2024

  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 have been using CD Baby to distribute my music for several years now. Recently I was sent several emails stating that my music was suspected of fake streams and or on Playlists that are suspected of Bot Streams. They then stated "The quantity of these streams was significant enough that, to prevent further complaints or additional financial penalties, we have removed the release from ******* and noted your account that this release is ineligible for redelivery to this partner. "#1- We have never paid for streams for our Music. We use service such as "*******" and "Indie Bible" which CDBABY actually promotes as resources for marketing. Upon trying to find out WHICH playlist are involved, they stated "They Do Not Know"? YET they took our Music down with ZERO explanation of where the "So Called" stream where coming from, which would allow us to not submit to those playlists again. The IRONIC thing is they sent me and email stating "We understand that these streams may have occurred without your permission. You may choose to re-release the content as a new submission. Keep in mind, this will require a new UPC and new ISRC codes." and sent me a coupon to resubmit. This is 100% unacceptable. I have found that this is not isolated and many other artists have experienced the same thing. We have spent Thousands of Dollars on Marketing through the portals they promote and NOW they simply take the music down without explanation. I have put a video up explaining everything at **************************** ***** for your help in this matter. **** ***** The Bootleggers ***********

  Business Response

  Date: 10/29/2024

  /We replied to the client on Ticket #******* 10/28/2024

  Customer Answer

  Date: 10/29/2024

   
  Complaint: 22482206
  
  I am rejecting this response because: They have to tell me the playlist or I cannot market a single song ever again. Without knowing what playlist or what Curator of Playlist is using BOTs I have no clue who NOT to submit to. This would be like being arrested for a crime and not being told what Crime. PLUS, It could very well be a playlist I never submitted to and a scammer placed one of my songs on. This is NOT FAIR! I have been a loyal customer and deserve to know which playlists. Instead they just took my songs down.
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 11/08/2024

  Hello,

  We are not able to provide the requested information.

  We understand that these streams may have occurred without your permission.

  In the future if any unusual activity or sudden ***** in streams occur, please contact ******* to inform them of the situation. We highly recommend that you report the activity from within your ******* for Artist Account.

  I apologize for any inconvenience.

  Thank you and take care.
  

• Initial Complaint

  Date:10/28/2024

  Type:Customer Service 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.

  We have paid for distribution of 3 songs. They offer a verifed artist page with several services. They state it can take up to 6 weeks for this to take effect. ******* and ****** have not been verified yet, and after three songs you would think they would get it done. But no, they do not get this done. Also, I wrote them and they do not even answer your support tickets. It's been 2 months that my ticket has not had an answer. 2 months!!!!! - There is no one to call, their social networks all use AI - there is not one single human doing support nor resolving problems for the service they are supposed to provide and is fully paid for. I deman resolution ASAP!!! Worst customer service I ever seen in my life.

  Business Response

  Date: 10/29/2024

  responded to client today 

   

   Ticket #*******

  Customer Answer

  Date: 10/29/2024

   
  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:10/26/2024

  Type:Billing 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 started using CD Baby music distribution company for few months ago, and I uploaded my music through them.After a month I received a payment of $10 from them, I was enjoying their services till it got to the month for my next payments and they blocked my account without giving me any valid reason. I tried contacting them and they sent me a mail and I replied to their mail but they never replied to me and I still come across my release on streaming stores while my royalties is being sent to CD Baby and they have refused to send me my money.

  Business Response

  Date: 10/28/2024

  Our legal team shut down this client account due to violation of our terms of service. 

  That notice was sent on 9/24 to the client email of ***********************************

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22476738
  
  I am rejecting this response because:
  I didnt get any response from the business in question
  Sincerely,
  
  Sunshee Sevhen

• Initial Complaint

  Date:10/15/2024

  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.

  Ok, I've been releasing music through CD Baby for 10+ years now, and the customer service gets progressively worse every year. It's bothersome because it never use to be this way when I began working with them. We, the artists, put too much time and effort into getting things perfected on a music release just for CD Baby to drop the ball at the most critical step - releasing the music properly.I mention the poor customer service because 1. there is no Phone Number call center. 2. there is no Live Chat. 3. the Email response time is absolutely terrible. It takes weeks and sometimes months to hear back from ********, how are we the paying customers suppose to have a successful release when the company releasing the music is out to lunch with no proper response time to resolve issues as they arise and occur?CD Baby used to have all three of those mentioned contact options 5 years ago btw. Even then, there was a lot of deflection and run-around talk when trying to get a straight answer from the secretaries and workers. They always try to make things sound complicated or "impossible" when trying to make necessary adjustments to your music catalog. Some of the adjustments cannot be made after the fact and I clearly understand that. However, many data changes Can be made for months even years after a release. yet, many of their employees will do everything they can to try and not make these data changes for you in a timely manner.I have many projects released and soon to be released with them. I also don't know if/when they will get their act together? These problems have been going on for years and are affecting my current new releases. Take a look around the internet - there is no shortage of CD Baby incidents just like my current situation with them.Status updates and reliable contact channels for businesses are important!Paying for employees so that your company actually has some to do the work is important!I hate that I have to mention this...

  Business Response

  Date: 10/15/2024

  Hello,

  I apologize if there was a delay in response to your request.

  We work hard to get back to all of our clients in a timely manner.

  While we no longer have a phone support line, there are a few options to get support.

  This link to our help center explains how to get help/contact CD Baby.

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

  We are happy to help you with any questions or concerns.

  Please use the methods outlined in the help center article to contact us and we will get back to you and resolve your issue as soon as possible!!

  Thank you and take care!
  

  Customer Answer

  Date: 11/05/2024

  CDBaby's reply is misleading as they make it seem like there's many possibilities to contact them. There's not. There's the one I mentioned in my original bbb message - and that's Email. As noted, their email is a slow and unproductive method for weeks and sometimes months at a time. The workers are rarely on the same page about any support ticket, indicating training or database issues. CDBaby has still yet to explain why they keep removing the contact features they previously had? (ie: phone call, live chat with human). 

  
  

  Not sure how you can call this "resolved" when there's been no indication of when cdbaby plans to add back the contact features they already had, and better the customer support. All we've gotten so far from cdbaby is default answers and lip service. Let's hear a plan of action to better the businesses customer support.

• Initial Complaint

  Date:08/29/2024

  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.

  As a professional musician, producer, and studio owner for the last 45 years, I've sent many clients and projects to use the services of discmakers, cd baby, and the sound lab - which is where my complaint begins.(since 1985). On Aug 15th 2024 I sent a studio master to the sound lab, through their portal, for mastering. I requested 4 finished files - `a 24 bit 96K version, a 1 6 bit 44.1K version, a 16 bit 48K version, and a high resolution MP3 - all with metadata included for release purposes. When they sent me the 1st proofs to approve or reject those files were included, I rejected the 1st proofs - a normal part of the process. I received a second set of proofs from them which also included the 4 files types I had requested. I rejected the 2nd set of proofs, An executive decision was made to send a new studio mix after hearing what their process was doing to the song and paid the customary extra $30 for a new master after rejecting the 2nd proof (giving notes with each rejection). When I received the 3rd proof on Aug 22nd it was to our satisfaction and approved it but noticed there was only 1 file in the queue (16 bit 44.1K). I was missing 3 files. I contacted them through the link given for support immediately on the 22nd. After requesting the files several times with no response for 4 days, I received an email from ***********************. I was appreciative that someone had finally responded to my urgent need for the files - given there was a promoter already hired and waiting on the missing files. On the 26th *** told me I would be receiving them soon. On the 27th I notified ******** still hadn't received the files. *** responded that I would receive them before the end of the day on the 27th. I've emailed several times and am not receiving responses and don't have the files and they have the money. Almost 40 years working with them & now I can get no response or files.

  Business Response

  Date: 09/10/2024

  Hello,

  Any issues with the Sound Lab are handled through our sister company Disc Makers.

  Please contact Disc Makers for help retrieving the files.

  Here is their contact information:

  Disc Makers
  *************************
  **************
  *******************

  Thank you and take care!
  

• Initial Complaint

  Date:08/19/2024

  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.

  This has happened within the last month of August 15 2024.Cdbaby is a music distributor.The nature of this dispute is cdbaby is charging me $181.56 in bogus fraudulent streaming fees which they have no proof on, it's only hearsay, lies from spotify.I would like a refund of $181.56 in fees removed from my cdbaby account.Cdbaby has not tried to resolve this problem.

  Business Response

  Date: 08/20/2024

  Hello,
  
  We were recently notified by a digital partner of irregular streaming patterns associated with your release. This has been identified as unusual, artificial or manipulated streaming activity, which violates the terms of most digital music services and has resulted in the removal of your release.
  
  Such issues often arise when artists use marketing companies that employ misleading techniques, such as fake accounts, playlists, or bots, to inflate streaming numbers. To prevent further complaints or financial penalties, the release was removed after detecting a significant number of artificial streams. This also makes the release ineligible for redelivery.
  
  While we cannot confirm it definitively, it is likely that the promotional services you used caused these artificial streams, leading to the release's removal. Continued use of such services could jeopardize your entire catalog.
  
  You may also incur an artificial streams penalty fee. This fee is charged to CD Baby for distributing content that was fraudulently streamed. This fee is then passed on to you per section 4(c) of our Artist Agreement.
  
  We urge you to work only with promotional agencies that use genuine methods and avoid companies that offer guaranteed streams or playlist placements for money, as these practices violate most music platforms' terms and conditions.
  
  If you have additional questions or want to learn more about artificial streaming, check out this help center article: What happens if I use a service that promises more streams, or I play my own music on repeat?
  
  Thank you.

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 22151315
  
  I am rejecting this response because: CDBABY HAS ALREADY TOLD ME THIS OVER AND OVER AGAIN EVEN BEFORE I CONTACTED THE BBB SO THAT DOES NOT SOLVE THE PROBLEM HERE.

  AGAIN I NEED ALL OF THE BOGUS FINES REMOVED FROM MY ACCOUNT IMMEDIATELY.

  THERE WAS ABSOLUTELY NO FRAUDULENT STREAMING ON MY PART.

  SPOTIFY AND CDBABY DOES THIS ALL OF THE TIME WITH UPCOMING MUSIC ARTISTS LIKE ME.
  
  Sincerely,
  
  *** ***********************

• Initial Complaint

  Date:07/25/2024

  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 paid cdbaby to distribute my music and it has not sent it out to some important platforms like Tidal I also paid CDbaby to collect my royalties and despite reports of thousands of streams I am not receiving the majority of my royalties.

  Business Response

  Date: 07/25/2024

  Hello, 
  
  We have responded to your concerns via email. Please reply to that email if you need further assistance. We're committed to providing prompt responses, and aim to continuously improve our service by addressing all of your concerns and questions. 

  Best regards, 

  CD Baby

• Initial Complaint

  Date:07/23/2024

  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 paid full price with all of the extras for distribution of 9 albums.One month ago, CD Baby pulled down my latest and most popular record. they lied and said that Spotify told them to do it but I spoke to Spotify and they said CD baby did this. This record and songs are all on Spotify's Discovery Mode. Meaning Spotify themselves are promoting this record and have put anywhere from 9 to 4 songs on their own playlists because they make more money doing this, for almost 2 years. I've attached record of Spotify doing this as a service of theirs. I've contacted CD baby no less than 6 times by email and through their website and no one will respond or help me. My record is still in the CD Baby dashboard but the songs are not on SPotify. There's no reason for them doing this. My Songs are not on any illegal playlists and I've already asked for any shred of proof that anything wrong has occurred and they cannot. this is horrible business practice and service. Because this si my most popular record, it's diminishing hits on my music profile. Spotify is where I get the most plays because I am on 65 radios stations all over the world and whenever I'm asked for links -I always link to the Spotify account, not Apple, or Deezer or ******* or whatever.

  Business Response

  Date: 08/06/2024

  Hello,
  
  We were recently notified by a digital partner of irregular streaming patterns associated with your release. This has been identified as unusual, artificial or manipulated streaming activity, which violates the terms of most digital music services and has resulted in the removal of your release.
  
  Such issues often arise when artists use marketing companies that employ misleading techniques, such as fake accounts, playlists, or bots, to inflate streaming numbers. To prevent further complaints or financial penalties, the release was removed after detecting a significant number of artificial streams. This also makes the release ineligible for redelivery.
  
  While we cannot confirm it definitively, it is likely that the promotional services you used caused these artificial streams, leading to the release's removal. Continued use of such services could jeopardize your entire catalog.
  
  You may also incur an artificial streams penalty fee. This fee is charged to CD Baby for distributing content that was fraudulently streamed. This fee is then passed on to you per section 4(c) of our Artist Agreement.
  
  We urge you to work only with promotional agencies that use genuine methods and avoid companies that offer guaranteed streams or playlist placements for money, as these practices violate most music platforms' terms and conditions.
  
  If you have additional questions or want to learn more about artificial streaming, check out this help center article: What happens if I use a service that promises more streams, or I play my own music on repeat?
  
  Thank you.