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:09/19/2023

  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.

  Purchased music online to be delivered via **** on September 11, 2023. Status still shows "in processing." I have attempted to contact the company to have more clarification of the status of my order. I was on hold for over 20 minutes while listening to elevator music and advertisements.The web site does not offer any other friendly and easy way to communicate with them without paying a large fee.I would like to receive a call back about my order numbers ********** and **********.************ ***************************

  Business Response

  Date: 10/16/2023

  Responding to this BBB complaint filed against Brentwood Benson Music Publishing...

  Brentwood Benson Music Publishing is one of the world's leading Church Music Publishers, having been in business since ****, with a "pause" between 2021 and 2022 due to *****. The previous owner of Brentwood Benson (Universla Music Group/CapitolCMG) was forced to close the businee in 2021 due to the ***** pandemic-forced closure of churches, our primary customer base. ********************************************* was then acquired in December of 2022 by *****************, a *****, ** company. We spent the next several months readying the company for Re-launch, whcih finally occurred in Mid-July, 2023. As we launched our new website and released our first cycle of new products in almost 2 years, we were simply unprepared, and understaffed, for the overwhelmingly positive response. We simply didn't have enough staff to keep up with the flood of calls, emails, orders, etc. This resulted in long periods "on-hold" for our customers, slow responses to voice mail and emails, shipping delays etc. We gradually made improvements, hired more staff , and today are operating much more smoothly. Unfortunately we had about a 2 month period that was rough on both our customers and our staff.

  With regard to this specific customer complaint, this cusomer unfortunately got caught in all that I described above, and some of the products he ordered are on back order. We have been in contact with him since all this occurred and have explained our situation and offered our apology. Additionally, the orders he placed are for physical product; we have also offered to provide him with digital copies of the same product until his oider arrives. 

  To the lack of response by us to the emails from the BBB- again, much can be explained by the information above. In addition, those emails were addressed to a person who has not worked for the company in more than 10 years. The incorrect use of that name also contributed to those emails slippng further through the cracks.

  ***********************, SVP Brentwood Besnon Music Publishing

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