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:02/18/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  In December 2024, I placed 3 orders through the official Taylor Swift store. Upon receiving my orders, I checked the official return portal through the store website to see when my return deadline was. It listed February 26th for one order and March 2nd for the other orders (I have photos to prove this). I recently went to place the request for the return, and I was met with an error that my return window had closed. I reached out to customer service and after multiple email exchanges, ultimately the store refused to cooperate and accept my return. They stated it was an error on the portals end and my return window had already closed and there was nothing they could do. I explained that this seems like I was given a certain return window, allowing me to think I had more time for a return. When I attempted to complete that return, suddenly the date is changed back. This situation is seeming like a trick to not allow us to complete a return if customers think they have more time than they actually do. **************** acknowledged the error is on their end but is still refusing to help resolve the issue.

• Initial Complaint

  Date:01/27/2025

  Type:Product 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 purchased 4 limited edition vinyls (some for friends who now won't receive one) on 1/8, which was the max amount allowed. This item was clearly available and was available several times over the next few days. On 1/12, I checked my bank account and realized I had a refund for the entire amount of the order. Then, I checked my Taylor Swift account and saw that *** cancelled the order without me requesting this. I reached out to *** to inquire why as they didn't send an email. They first said I ordered more than the max amount, which wasn't true. Then after thousands of fans reached out and complained about the same they made up a lie and said there was an issue with my address. I have ordered numerous times on this site and have never ever had issued with my address.*** did allow those impacted a chance to purchase one, which clearly shows they oversold and didn't have the correct quantity available. However, this is unfair as *** seemed to pick and choose whose orders got cancelled. This item sold out but was available again several times after I ordered and some of the fans who purchased after did get to purchase 4 and received them. On top of that, the order I received with one vinyl came with damaged packaging and the box was partially opened which left the item exposed. I have sent th customer several photos of the damage. They're saying I need to send the item back but I no longer have a box for this and they're saying they can only send a replacement if they have stock. I'm not going to risk sending back the only one vinyl I was able to purchase with the risk of not getting a new one and it possibly coming in worse condition. This is a very rare item that I'll never have the opportunity to buy again unless paying hundreds or thousands on ****. I would like a replacement for my damaged item and I would also like a chance to purchase the 4 vinyls I initially ordered. I have proof this order was confirmed and *** cancelled this for no valid reason.

  Customer Answer

  Date: 02/10/2025

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:01/13/2025

  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 a product from the Taylor Swift merch shop, and it was abruptly canceled with no reasoning. I emailed them and got a reply saying orders are canceled when the order exceeds 4 of the same item. I only ordered 1 vinyl so this is not true. I want my product that's all I want.

  Customer Answer

  Date: 01/16/2025

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:12/19/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Made a purchase on Taylor Swifts Merchandise store on August ******* and never received the products I paid for. Because of previous orders I had placed with them, it wasnt until recently that I thought to check on the status of this order and noticed that through their website, my order had been labeled as shipped, but through the tracking number, ***** has its status as label created 8/31/2024. When I reached out to their customer service, they told me that its their policy that I needed to have reached out to them within 30 days of the item ship date and that there was nothing that they could do for me. Ive been going back and forth with customer service to no avail. Their 30 day policy is a cop out. The items I ordered havent even left their warehouse only a shipping label created. How can the policy be enacted if the shipping carrier doesnt have the product to ship? Creating a shipping label does not qualify as an item being shipped. I would like to have a resolution to this problem. Here is the order number for the items I ordered: Order #*********** Here is the tracking number for said shipped item: ********************

• Initial Complaint

  Date:12/13/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Website generated the shipping address. They are sending my package to a storage facility in ****************. Within 2 Minutes after placing an order, I emailed "Taylor swift merch" and they responded an hour later. "Unfortunately there's nothing we can do" if i want to return the package. I now have to drive 300 miles to a business and hope they will have/give the package to me. All so I can return it... they won't even let me cancel the order and refund me my money. I messaged them on the 12th a d the package won't ship until the 17th-18th. But I keep getting "there's nothing we can do"... I just want to cancel and get my money back.

• Initial Complaint

  Date:11/26/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 purchased a jacket on Taylor Swifts official merch store for $120. The jacket was described twice as embroidered in the item description. The item arrived and was NOT embroidered, but screen printed. I reached out about this deceptive listing, and the only option they offered me was a return and a refund. They updated the item listing to say printed rather than embroidered. They are now selling an actually embroidered jacket in the same style for $120, the same price. I just want a 15% refund or something because what I purchased was NOT what I was sent.

• Initial Complaint

  Date:11/10/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  Scammed out of money tried email and gets returned. Haven't re ieved product.

• Initial Complaint

  Date:08/30/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 business did false advertising for a product and now I can't return it as I was out of town during the return window. They had a vinyl on their website that clearly stated it had multiple different covers. After ordering a few of them I found out from other people that was incorrect and it was only one cover. I attempted to do a return but once I got the information had no way to print it and had to go out of town. Just receive notice that it "expired" and I asked to please extend as I had just returned home. They told me there was nothing they could do. Very poor customer service and interaction with this organization. They should be willing to accept merchandise that was not as described.

• Initial Complaint

  Date:06/13/2024

  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 from ************************************************************** for vinyl album. The order was placed on 27 April 2024. The order number is ***********. The shipping number was *******************. I never received the goods I paid for. The package was lost in transit. I submitted a ticket to the business and a representative named **** answered stating that because I waited too long there was nothing they could do. There was no follow up on a refund or if a replacement was being sent out. I would like a replacement sent out as I have paid for goods I never received,

  Customer Answer

  Date: 06/26/2024

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. Even though I had to contact them more and the business never really did address the message from the BBB. So...
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:04/27/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 Taylor Swift CD/collectors bundle. I entered all of my information but it shipped and was delivered to the wrong address. I provided proof my address was entered correctly on the order and the post office confirmed the seller had the wrong address on the shipping label. I contacted their customer service team and they told me it was my fault even tho I provided proof that I entered my correct delivery info and that the error was on there end. They refuse to refund me for the error even tho I never received what I order and it was delivered to a different city in the same state I am. I contacted the post office like the said and as stated earlier the post office confirmed the error was on the sellers end. I just want them to give me a refund since it was a sold out collectors bundle and there is no way to get a new one. I provided copies of my order with the correct address, where it was delivered with the wrong address, and the shipping and order info.