Complaint Review: BMG Music Service

During my new membership period, I received an offer stating that if I purchased 5 CDs at the special promtional price, my entire order would be shipped free.

After making the required selections in addition to my remaining "free" selections, I was presented with a big red banner at the top of the webpage clearly and proudly announcing that my order qualified for free shipping.

Once the order was placed, the email confirmation showed a shipping charge for $27.90 for shipping. When contacted to have the charges removed, I was told in no uncertain terms (and repeatedly) that the charges stand and would not be removed. the reasoning was that "free selections were not included in the free shipping offer even though the page clearly stated that my order qualified for it.

After several emails over several days, I finally requested contact from a CSR. It was pointless, resiulting in BMG's preference to cancel my membership rather than waive the shipping costs. The CSR and her Supervisor were completely unaffected by the fact that the website was indeed misleading.

Brian
Rochester, Minnesota
U.S.A.