ComplaintsforMusictoday II, LLC

• Initial Complaint

  07/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have tried for months to cancel my subscription, however, the online system is not recognizing my password and the system fails to send me a password reset. I have screen shots of my attempts going back months and I now have screen recordings of me going through the process. Because I cannot get into the system to cancel my subscription I have been charged this year and last for services that I don't want and can't stop. This is online wire theft and fraud. This is with the **** music account. i have checked junk email folders. On multiple tries exceeding 10 times I have never received a password reset command.

  

  Business response

  07/03/2024

  Dear ****************,
  
  We apologize for the inconvenience you've experienced with your TOOL music account and the difficulties encountered in canceling your subscription. We take concerns like yours seriously and aim to resolve them promptly.
  
  Upon reviewing your complaint, it appears there may have been confusion regarding the website involved. Please note that the ********* Membership, which manages subscriptions, is accessed through www.toolband.com/login, whereas purchases from the Tool The Band store are processed separately. As you can see in the screenshots the *** is store.toolband.com. 
  

  Per the FAQs that can be found here ************************************ it says: 

  
  Once logged in to turn off auto-renew, go to your profile and then click Membership Details.  
  
  Sincerely,
  
  
  TOOL Music Customer Support

  Customer response

  07/03/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]   Yes, I can now delete my account but I am still out money from last year when I tried to quit then.  I have overstated what was taken from me.  I wrote $200 in the initial complaint.  The taken funds are 109.98,  I would like to have my full refund of $109.98 for the time I have tried to cancel my subscription.  I also want the BBB and others to know that this is the kind of business that MusicToday is.  If they are stealing from me they are likely stealing from others.
  
  Regards,
  
  *********************
  
  
  
  
  

  

  Business response

  07/03/2024

  Hi ****,
  
  Thank you for your patience. We have reached out to the ********* Membership Provider, and they have confirmed that your membership was refunded. Unfortunately, as the ********* Fanclub operates through a different provider, not Musictoday, I do not have the details on the specific amount refunded.
  
  For further details on your refund, please contact the ********* Membership Support directly at **********************************.
  
  Regarding your previous email, we understand your frustration and regret any inconvenience this has caused. If you have further concerns about your refund or any other issues, the ********* Membership Support team will be able to assist you better.
  
  Thank you for bringing this matter to our attention, and we hope it is resolved to your satisfaction.

• Initial Complaint

  06/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  The order, which amounted to $53 including $18 for shipping, has encountered significant fulfillment issues.Chronology of Events:Order Placement and Confirmation:I purchased a T-shirt from Musictoday II on May 7th, 2024.The total amount paid was $53, inclusive of $18 for shipping.Shortly after the purchase, I received an email confirming that my order had been shipped.Initial Waiting Period:I waited for maximum shipping time indicated on the order details.During this period, I did not receive any updates or the package.Discovery of Non-Shipment:After the maximum shipping time had elapsed, I checked the shipping company's tracking system. The tracking information indicated that no package had been received by the shipper and that only the shipment information had been entered by the sender.First Inquiry to Musictoday II:I emailed Musictoday II seeking an explanation for the delay.In response, I received a generic reply advising me to wait for the package.Extended Waiting Period:Following the advice, I waited for a few more weeks.The tracking status remained unchanged, showing that no package had been received for shipping.Second Inquiry to Musictoday II:I emailed Musictoday II again, several weeks after the expected delivery date, to inquire about the status of my order.The response was the same as before, a canned message advising me to continue waiting for my package.Current Status:As of June 18th, the shipping companys tracking system still indicates that no package has been received. There has been no change or update in the status of my order since May 10.My attempts to seek a resolution from Musictoday II have been met with repetitive and unhelpful responses.

  

  Business response

  06/19/2024

  We sincerely apologize for the inconvenience you have experienced with your recent order from Musictoday II. Your frustration is completely understandable given the significant delays and lack of helpful communication you received.

  
  We have thoroughly reviewed your case and acknowledge the issues with the fulfillment of your order, as well as our failure to provide adequate updates and support.

  
  To resolve this matter, we have issued a full refund of $53, which includes the $18 shipping fee. Please allow 7-10 business days for the refund to reflect on your account.

  
  Again, we apologize for the inconvenience and appreciate your understanding and patience throughout this process.
  

   

  Sincerely,
  

   

  
  Customer Service Team
  

  Customer response

  06/19/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  ****** ****
  
  
  
  

• Initial Complaint

  05/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  *********. Arrived damaged. Sent email May 07, 2024. No response as of May 13.Please send return label

  

  Business response

  05/14/2024

  Hi,
  
  
  We appreciate that you've taken the time to contact us!
  
  
  Thank you for sending the photo- I'm so sorry to see that there is an issue with your purchase. We're happy to accept it as a return for a refund or exchange. I have included everything you need to get the process started!
  
  
  Attached to this email you will find a **** Prepaid Return Label.
  
  Please print and attach the label to the return package, which can be handed off to the good folks at your local post office. There are no additional fees due by you for the use of this label.
  
  You will also need our return form, you can download the return form here. 
  
  
  In section A of the return form be sure to include your order number, email address, and reason for return. You only need to fill out Section B if you are requesting an exchange. Please include the form within your returned package. 
  
  Please note: in most cases, we cannot process an exchange of one item for multiple items. If we are unable to process your request for any reason, you will be issued a refund to the original payment method used at checkout. 
  
  
  We apologize for any inconvenience.
  
  If you have any further questions or concerns, feel free to reach out.
  
  
  Sincerely,
  
  
  Customer Service

• Initial Complaint

  01/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My wife ordered two framed Rush pieces as Christmas presents for me, but when the items arrived they had sent us two identical framed pieces and not the two different pieces my wife had ordered. We simply want to return one of the duplicates and get the correct item sent to us, but we are getting nothing but non-responsiveness from musictoday. It has been 3 weeks and we have no resolution to our request. These framed pieces were $150.00 apiece and the error is clearly musictoday's, but their customer service is both non-existent and appallingly bad. We will never buy another thing from this vendor - shameful!

  

  Business response

  01/08/2024

  Hello *********,
   
  We appreciate that you've taken the time to contact us!
   
  I'm very sorry to hear you received the wrong item.
   
  We're reshipping your order and reaching out to the vendor to make sure the correct item gets sent back out.
   
  Once we've heard back from the vendor we will be in touch with further instructions.
   
  Again, I'm sorry this happened, but we'll make sure you're taken care of.
   
  Please feel free to reach out if you have any further questions or concerns.
   
  Sincerely,
   
  ****************

  Customer response

  01/08/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *******************
  
  
  
  

• Initial Complaint

  12/31/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On December 9, 2023 I attempted to purchase a $20. item on MusicToday with a sale coupon. (Order #*********)No coupon was honored and they charged me $40. to ship a $20. item. I immediately canceled the order. They sent me an email acknowledging the cancelation.However, they will not refund the $61.46 to my PayPal account. Numerous emails to them are ignored and speaking with representatives just results in well look into itbut of course they never do.I just want the money back. They provided no service or item yet continue to hold it.***********************

  

  Business response

  01/03/2024

  Subject: Apology and Resolution for Your Order Experience
  
  Hello **************,
  
  I sincerely apologize for the inconvenience you experienced with your recent order. After reviewing your order, it has come to our attention that the initial authorization at the time of placing your order was not released/canceled automatically as intended.
  
  I want to assure you that we have taken immediate action to manually void this authorization. Your funds should be available to you soon; however, the exact timeframe may vary depending on your financial institution, typically taking a few business days.
  
  I understand the frustration this may have caused, and I appreciate your patience as we work to resolve this issue. If you have any further concerns or require additional assistance, please don't hesitate to let us know.
  
  Thank you for bringing this to our attention, and we apologize for any inconvenience caused.
  
  Take care,
  
  Customer Service

  Customer response

  01/03/2024

  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  I just checked my PayPal account and found that the money has been restored. I want to thank everyone at the BBB who helped resolve this. Very much appreciated!
  
  Regards,
  
  ***********************
  
  
  

  
  

• Initial Complaint

  12/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order on 06/16/2023 for merchandise from The Cure tour. Over $200 was charged and collected from my bank. This money has been held for SIX months, while my order is continuously backordered over and over. Last week I get an email demanding I pay AGAIN or my order will be cancelled. I provided proof to the company that I was charged back in JUNE and never refunded as a pre authorization as they claim. They stopped replying to me. Today, I get an email saying my order is cancelled. They held my money for SIX MONTHS. I patiently waited six months for the merchandise and now its cancelled. HOW is this company allowed to trade? Absolutely disgusting business practices.

  

  Business response

  12/08/2023

  Subject: Response to BBB Complaint Case # [BBB Case Number]
  
  Hello!
  
  We sincerely apologize for the inconvenience you have experienced regarding your order placed on 06/16/2023 for merchandise from The Cure tour. We acknowledge and deeply regret the frustration caused by the prolonged delay, the payment issue, and subsequent cancellation.
  
  Upon careful investigation, we identified a system glitch that led to an erroneous attempt to capture funds a second time. Our automated processes, designed to ensure seamless transactions, mistakenly interpreted this as a lack of payment, prompting the cancellation of your order. We understand the impact this has had on your experience, and we are actively working to determine the root cause of this issue to prevent its recurrence in the future.
  
  In the meantime, we want to assure you that a full refund has been processed to your original payment method. We understand that this does not excuse the delay and inconvenience caused by the extended hold on your funds, and we genuinely apologize for any financial burden or stress this may have caused.
  
  To make amends for this unfortunate situation, we are committed to sending your order to you free of charge. While we strive to fulfill the entirety of your order promptly, we regret to inform you that one item is currently not in stock. However, we will expedite the shipment of all other in-stock items, expected to be next week.
  
  We sincerely appreciate your patience and understanding throughout this challenging experience. Please be assured that we take this matter seriously and are implementing measures to enhance our system's reliability and customer communication.
  
  If you have any further concerns or questions, please feel free to contact our customer service team. We value your feedback and are committed to making things right.
  
  Once again, we apologize for any distress this has caused, and we genuinely appreciate your understanding.
  
  Sincerely,
  
  Customer Service

  Customer response

  12/08/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  Hope Cairnie
  
  
  
  

• Initial Complaint

  11/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered a T-shirt and poster on June 5, 2023 totaling $69.14. It is November 30 and I still have not received my order. I have contacted the vendor several times via email only to be told every time that the ship date has been pushed back. I sent an email on November 14 for a update, and I received a reply stating that the order had been shipped and a shipping tracking number was provided. Did not receive shipment. I received the same email reply to an inquiry I sent on November 27 and was provided another different tracking number. Still have not received the items. I'm convinced this place is a scam. The order number is *********

  

  Business response

  11/30/2023

  Subject: Resolution of BBB Complaint - Order #*********
  
  Hi,
  
  We hope this message finds you well. We are pleased to inform you that your order (#*********) has been successfully delivered today, and we sincerely apologize for any inconvenience caused by the delay in its arrival.
  
  The tracking number ************************** indicates that the items are now in your possession. We understand the frustration and concerns you've experienced throughout this process, and we genuinely appreciate your patience.
  
  Should you have any further questions or if there's anything else we can assist you with, please do not hesitate to reach out to our customer support team. Your satisfaction is of utmost importance to us, and we are committed to ensuring a positive experience moving forward.
  
  Once again, we apologize for any inconvenience caused, and we appreciate your understanding.
  
  Thank you for your patience and continued support.
  
  Sincerely,
  
  Customer Service

  Customer response

  12/05/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  ***************************
  
  
  
  

• Initial Complaint

  11/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  At the end of September, I ordered a pre-order item from the company as a gift. Originally told it would be shipped "early October". Contacted the company on Oct 12 to ask about shipping. I was told October 31. On November 12, I asked the order to be cancelled as it would not be in time for the gift, and I needed to purchase something else. On November 14, no one had responded to me - but they sent the purchase regardless. I explained the situation, and they said it could be returned but I would be out the shipping cost ($17) and I would need to pay return shipping ($7). So essentially they have a customer over the barrel. You pay $24 in shipping for a $35 item. And they failed to keep their word about a ship date. And when you question policies, they simply send a form letter. No way to contact any other way. Appears to be ineffective business practice.

  

  Business response

  11/20/2023

  Subject: Assistance with Your Order Need Additional Information
  
  Hello!
  
  I hope this message finds you well. Thank you for reaching out to us regarding your recent experience, and we sincerely apologize for any inconvenience caused.
  
  Upon reviewing your case, we regret to inform you that we were unable to locate your order in our system as there was no order number provided. We understand the frustration this may cause, and we are committed to resolving this matter promptly.
  
  To assist you better, could you please provide us with additional information? We kindly request any relevant details such as the order number, the name associated with the purchase, or any other information that might help us trace your order in our records.
  
  If you are unable to locate the order number, checking your bank records for transaction details associated with the purchase could be beneficial. Additionally, we can attempt to locate the order using the store name and the name of the purchaser along with the email address used during the purchase.
  
  We value your satisfaction and want to ensure that we address your concerns appropriately. Once we receive the necessary information, we will investigate the matter further and provide you with a resolution.
  
  Regarding your experience with our shipping timeline and communication, we sincerely apologize for any inconvenience caused. We aim to improve our services and appreciate your feedback in this regard.
  
  Thank you for your understanding and cooperation. We look forward to resolving this issue to your satisfaction.
  
  Best Regards,

   

  Customer Service 

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order online on June 27th for 2 sweatshirts, a poster, and a water bottle. The expected ship date was August 15th. I have contacted them NUMEROUS times as the expected ship date keeps getting pushed back. I was told recently that the issue causing the delay had been solved and my order would FINALLY ship within 2 weeks. That was a month ago. I WANT a refund but no longer have the card I used to make the purchase.

  

  Business response

  11/28/2023

  Dear ********,
  
  We hope this message finds you well. We appreciate the opportunity to address your concerns and provide clarity regarding the status of your refund.
  
  Firstly, we acknowledge the delay in shipping your order and sincerely apologize for any inconvenience this may have caused. We understand your frustration, and we want to assure you that we are actively working to resolve this matter.
  
  We have processed a refund for the items that did not ship, totaling $122.00, on November 20, 2023. Refunds of this nature typically take 3-5 business days to reflect in your account. However, we understand your situation of not having the credit card used for the purchase.
  
  We would like to inform you that your refund was successfully accepted on our end. Given that you no longer have the card in question, we recommend reaching out to the bank that issued the card to settle any potential account discrepancies. They will be able to guide you through the necessary steps to ensure the funds are properly credited to your account.
  
  In the event that your refund had been rejected, we would have been happy to issue a check promptly. As the refund has been accepted, we encourage you to initiate contact with your card-issuing bank at your earliest convenience.
  
  Once again, we apologize for the inconvenience caused by the delay in shipping your order, and we appreciate your patience in this matter. If you encounter any difficulties during the process with your bank, please do not hesitate to reach out to our customer service team. We are committed to resolving this matter to your satisfaction.
  
  Thank you for bringing this to our attention, and we appreciate your understanding.
  
  Sincerely,

  Customer Service

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 1, 2023 I had an ad pop up from *************************************** about diecast cars and other ****** items for sale. I found single car diecast display cases on sale for under 5 bucks each marked down from *****. So I purchased 5 cases for a total of 42 dollars and change with shipping and tax. Got my confirmation number and email saying my order was being processed. For 5 days the items were still for sale on the website with the mark down from *****. 8 days later I still havent received a shipping notification or anything about my order other than they are sorry that they are backed up and my order is still being processed. I checked the website and the cases are no longer on the website after being there for over a week for sale. I want my items not my money back. I paid and they took my money instantly so I want my 5 diecast cases that I ordered. I have screenshots of all the items and emails from the website. Very disappointed in this company that *************************************** uses to sell there items

  

  Business response

  11/14/2023

  Hello!
  
  Thank you for bringing your concerns to our attention, and we appreciate your patience. We understand the importance of your order and sincerely apologize for any inconvenience you may have experienced.
  
  Upon reviewing your order, we want to clarify that *********** cases you purchased have a processing time of 4-6 weeks, and will be shipped directly from Mounted Memories. We understand that the timeline might not have been as clear as it should have been, and we take responsibility for any confusion caused.
  
  In an effort to address this issue, we have refunded the shipping fees associated with your order. We acknowledge that our communication regarding the processing time could have been more explicit, and we appreciate your feedback as it helps us improve our services.
  
  Please be assured that your order is still in progress, and our team is working diligently to ensure it is shipped to you within the specified timeframe. We value your understanding and dedication to our products.
  
  If you have any further concerns or if there's anything specific you would like to discuss, please feel free to contact our customer support team..
  
  Once again, we apologize for any inconvenience caused, and we appreciate your understanding as we work to enhance your overall experience.
  
  Best regards,
  
  
  Customer Service Team

  Customer response

  11/14/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *******************
  
  
  
  

  Customer response

  12/01/2023

  Case #******** This case was not fulfilled. They lied about the outcome. Never refunded me the shipping and canceled the whole order a week later and never refunded me a *****. 

  

  Business response

  12/01/2023

  We appreciate that you've taken the time to contact us!
  
  I apologize for the frustration. I understand our billing may be confusing, and I can walk you through it.
  
  We initiate a charge to your card when you submit your order, called authorization. Our payment processor confirms with your bank; that funds are available and in good standing. Once everything checks out, the purchase amount will show as a pending charge. These funds are unavailable to you during this time. Authorizations or held funds are temporary and disappear in a few business days.
  
  We will capture the funds when your order ships and in your case,your order never shipped so funds were never captured and therefore nothing to refund.
  
  Your financial institution should be able to help explain this in more detail.
  
  Happy to help if you have any additional questions or concerns!
  
  Thanks,
  
  Customer Service

*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. ↩