BBB Investigation: Band merchandising company One Live Media receives influx of complaints

investigationOne Live Media, an Austin-area business that consumers suggest fulfills merchandise orders for various bands has been racking up numerous complaints with Better Business Bureau.

Better Business Bureau (BBB) serving Central, Coastal, Southwest Texas and the Permian Basin has received nearly three dozen complaints in the past two weeks, which are still in the resolution process. Additionally, BBB received hundreds of inquiries about the business within the last 30 days.

Complainants generally tell BBB they order T-shirts, sweatshirts and other merchandise from band websites—including some big name artists—and do not receive their orders. Many consumers stated their delayed orders were intended as Christmas gifts. Purchase amounts stated by consumers range from less than $20 to nearly $200. Some told BBB they have been waiting for over a month.

BBB found many of the comments on the @OneLiveMedia Twitter feed involve discussions with consumers asking about orders that were late or not received at all. The business has two Facebook pages, one for One Live Media and one for Music One Live. Comments are hidden for the One Live Media Facebook page and are not enabled for the Music One Live page.

According to information provided to BBB by the company in the past, as well as contact information listed on several band websites, One Live Media is located at 210 Barton Springs Road, Suite 500 in Austin, Texas. BBB has been unable confirm the business’s current location, however. The above location appears to be a building under construction.

Based on information provided from consumers and online searches, One Live Media also uses the business names Music One Live, Sports & Music One Live and Sports and Music One Live LP.

Ann Baldwin of Massachusetts ordered merchandise from One Live Media through a band website on Dec. 10. She says she agreed to cancel her first order and pay extra to get the items shipped before Christmas, but has not received her order—or received a refund for  her first order. She says the company owes her $275.

“I ordered a hockey jersey and a glass for $124 and change,” she said. “I called to check on my order and they said they could have it shipped in two days if I paid extra for shipping. I paid another $156. They did not credit my original order back to me and I still have no product.”

Baldwin said when she calls, the business only offers to relay messages to management and has no information about her order. She said all her emails to the company have gone unanswered.

Brandon Tidwell of Florida says he ordered $109 worth of items from a band website on Oct. 2. He said the items never arrived and after he filed a dispute with his bank, the business refunded $30. However, he said, the business still owes him $79.

“It was supposed to be a present for my brother’s birthday,” Tidwell said. “On Oct. 20 I still didn’t have it. I called three times and no one picked up. Finally a lady picked up and said they were changing warehouses. I wanted to talk to management and she said she would pass it along. She said, ‘honestly, they don’t care.’”

When buying merchandise online, BBB offers the following advice:

  • Pay with a credit card. Under federal law, charges made on a credit card can be disputed up to 60 days after the purchase.
  • Keep documentation of your order. After completing the online order process, there should be a final confirmation page or an email confirmation. Save any receipts for future reference.
  • Know your rights. Federal law requires that orders made by mail, phone or online be shipped by the date promised or, if no delivery time was stated, within 30 days. If the goods aren’t shipped on time, the shopper can cancel and demand a refund. There is no general three-day cancellation right, but consumers do have the right to reject merchandise if it’s defective or was misrepresented. Otherwise, it’s the company’s policies that determine if the shopper can cancel the purchase and receive a refund or credit.
  • Do your research. Check the company’s BBB Business Review at bbb.org before making a purchase to see its complaint history, details about complaints and any advertising-related issues.
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3 Responses to BBB Investigation: Band merchandising company One Live Media receives influx of complaints

  1. Raven says:

    My purchase was through shop.beyonce.com and my merchandise was received however is was broken. After 11 tries to reach the company. Here I am

    • Karrie W says:

      I also had a broken item and they keep telling me that someone will call me within 24 hrs. Well I guess we both see that hasn’t happened.

  2. Karri W says:

    I purchased on two different events through FB. My 1st order I received right away but one item was broken so I called on Dec 4 and told them this and they said someone would call me back within 24 hrs, well I also emailed them the say day. I called 2nd time emailed 2nd time and called 3rd time and emailed the 3rd time and so I am here today Jan 7 and still no response. They keep telling me that someone will call back. They would provide a RMA # so I can return the item and get a replacement. I don’t even want that any more I just want me money. I also put an order in Nov 27 and I cant get anywhere with these people on the phone or emails nothing. So my 2nd order I have no clue. Thank Goodness I paid with PayPal. I contacted them so they know what is going on. My 2nd order I told PP to cancel it send it have been over a month. I will never order from this company ever again and also told them that on the phone. I even had one of the people hang up on me. Great way to run a business.

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