MLB Advanced Media, L.P.

Review: I ordered a product on 10/**/2013 and returned the product with their 365 day money back guarantee (product will be refunded 7-14 days after received by company). They received my return on 12/**/2013 (have confirmation tracking number through Fed Ex) and I contacted customer service on 12/**/2013 which the man stated he processed my refund at that time, on the phone. Called back on 1/**/2014 and spoke with a lady who said my account was showing the payment was showing "pending" on my account and should be in my bank account in 1-2 business days. Emailed MLB Shop on 1/**/2014 stating I was extremely upset on this experience and I wanted my money refunded to the penny ASAP, received the "credit" confirmation email on 1/**/2014 stating I was being refunded $199.99 and $25.34 to the card ending in 5650. In both conversations held with the company (which are confirmed to be recorded) I mentioned that I had a new card number from the original one as I was a victim of fraud, the employee stated I did not need to provide that information. I called back on 1/**/2014 to confirm this as the money was not appearing in my bank account and the lady stated that I will need to contact Bank of America to dispute this and get the money into my account. I called Bank of America and they stated that it may take 3-5 business days to show up, if not to contact MLB Shop again to dispute. Needless to say this has been a cluster of inacurate information and I want my money refunded into my bank account from MLB Shop and to file this complaint with the company for falsified information provided by not only the website but numerous employee's.Desired Settlement: Refund to full extent.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: The service does not work correctly. I paid for a DVR function and it constantly fails. This has lead to me being unable to see games or having them go to a live feed giving away the score of the game. I have called dozens of times and have not gotten resolution. I have asked for a refund and been denied multiple times by managers. I am told I will get a call back but they call while I am at work and refuse to give me a call back number.Desired Settlement: I want a full refund for this years package and I want the issues resolved so I can watch the Red Sox games that I paid to see.

Business

Response:

Dear [redacted]

We write in response to the Revdex.com complaint, dated June **, 2013, initiated by customer [redacted] (#[redacted]). We have investigated this matter. [redacted] is a longtime subscriber to MLB.TV Premium and we value his feedback. According to our records, [redacted] contacted us on April **, 2013 and on May **, 2013 regarding DVR functionality and our agents were able to assist him with the issue. During the month of June **, 2013, our senior technical service manager called [redacted] five (5) times to attempt to assist with any further concerns and, in addition, we provided [redacted] a courtesy discount for use at MLB.com Shop.

We have provided [redacted] access to MLB.TV Premium in accordance with the terms of his purchase and deny any allegation of wrongdoing. Nevertheless, we have refunded [redacted] his full purchase price, $124.99, and cancelled his subscription. If [redacted] does not receive his refund or requires assistance in the future, we encourage him to contact our Customer Service Manager, [redacted] (email: [redacted]; phone: ###-###-####).

As we have provided a full refund, we believe we have addressed [redacted]’s complaint in a satisfactory manner and now consider it resolved. Please feel free to contact me if you have any questions or wish to discuss this matter further.

Sincerely,

Legal Manager

Business

Response:

Dear [redacted]:

I write in response to the follow-up message, dated July **, 2013, submitted by customer [redacted] (#[redacted]). Although we have already provided [redacted] the settlement he originally requested, as a courtesy, we are providing [redacted] with access to MLB.TV Premium through February **, 2014, at no charge, as requested per his follow-up message. [redacted] may access the product using his [redacted] email address until February **, 2014; he will not be auto-renewed for the product after such date.

We have already refunded [redacted] in full for his purchase and have now provided a courtesy MLB.TV Premium subscription through February **, 2014. We have addressed this complaint and consider it resolved.

Please feel free to contact me if you have any questions or wish to discuss this matter further.

Sincerely,

Legal Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I signed up for their MLB.tv Premium service for $129.99 on March **, 2014. The baseball season is now half way over and the service level that has been given has been terrible as has the customer service. I have yet to watch an entire game without the video feed pausing (usually multiple times) or eventually giving me a network error, causing me to have to restart the service. I use MLB.tv on multiple devices (Samsung TV, LG TV, Playstation 3, Windows computer, Android phone, Android tablet) and all of them have the same issue so we know it is not one device. Also, my bandwidth exceeds their recommendations for high definition broadcast. Finally, I use other streaming service and have zero issues with any of them, so it is safe to assume that my network connection (internally and externally) is quite sufficient. Being that there are multiple issues on multiple devices it is the MLB.tv's service that is deficient. If one reads the MLB.tv forums you can see a very high level of frustration from the users while the customer service reps keep asking the same questions without owning up to the issue being on MLB's end.

Also, their Premium service is advertised as having DVR capability on all devices. I have an LG television and it does not work. I asked about it in their support forums and was told the issue was being looked into and escalated. When I went to comment on the status today the entire thread had been removed. The old URL is [redacted] I called MLB.tv to complain on July *, 2014. I was given case support number [redacted] and was told someone from MLB would contact me via email or phone within 24-48 hours. I have yet to hear from them.Desired Settlement: At this point I understand I am still using their product but I feel that since there were so many issues during the first half of the MLB season that I should get one half credit of my original payment and a discount for 2015 (if I desire to keep the product). That would be $65 now and 50% off next years price. I have read online that in years past this product used to be good, without many issues. I hope that MLB can see that their is a big problem with their service right now and issue refunds and apologies to those that have spent their money on MLB.tv products. Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I purchased a New York Yankees seat bottom from [redacted]. With a mlb authentication hologram. It's not valid! I have contacted [redacted] going on two months. He wrote the person who validated the seat bottom is no longer with MLB. [redacted] wrote he contacted MLB legal team so he could contact the former employee. So here is the invalid hologram. LH [redacted]. I have no idea if this is from a high school or college seat bottom.Desired Settlement: Fix it. Make valid.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.[redacted]Fyi[redacted] is sending out a new seat.. Maybe explain how mlb authentication is not valid. Thanks

Sincerely,

Review: I placed an order on MLB's website for two shirts back on Nov. [redacted] for two shirts. On Dec. [redacted], I received only one of the shirts, despite the packing slip claiming that both were shipped and there was no tampering of the package. I communicated with MLB through several e-mails that the shirt I did receive was super large, and I wanted to return it, as I have no use for a shirt that fits on me about five sizes too big. A month after that, and after SEVERAL more communications, I finally get the return label from MLB to return the oversized shirt and I FINALLY get the missing shirt in the mail around that time. Due to my immense disgust with MLB.com, I denied shipment of the shirt. It was sent back to MLB and I did receive a credit. However, with the oversized shirt, I sent it back and via [redacted] tracking, I know that MLB.com received it on Jan. [redacted]. Almost a month later and still no credit. I just sent an e-mail for one last time before I take this charge up with the credit card company and dispute the charge. I've NEVER had an issue with MLB.com, but it's been one thing after another since the World Series ended in Oct. The original problem was resolved after a month, but this second one has been going on for a couple months and still not taken care of by these crooks. Beware! Their customer service is the worst!!! They refuse to listen and don't know squat and falsely accuse of things you're innocent of.Desired Settlement: I want my stinking refund from last November already!

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Hello,I made my purchase with mlbshop.com order# [redacted]on 12/**/13 for a Christmas gift for my dad. I sent it back as an exchange. According to the tracking, they received their merchandise back on 1/**/14. So,I called them and asked them if they had received it and they said that they didn't know. So,I provided them with the tracking number and they were able to find that it had indeed arrived and that I would be receiving an email when it has been resolved. Days go by and I call them again. Still no email. I asked the rep about my exchange and was told they don't do exchanges, they only gives refunds. Hmmm you would think they would have told me that the first time. Still I asked him to look up the status of my order and he said he didn't see it and would have to put in a request to find out what's going on. Feb **I received and email stating that my refund had been processed in the amount of $0 dollars instead of the $47.97 that is owed to me. I called back again and was told it must be a glitch in the system and placed me on hold. The rep cam back and told me she would have to put in a request to find out what was going on and I should receive an email shortly. I called back once again 2 days later when I never received that email. This time the rep told me that I was refunded on Feb 6 and I should be expecting that refund soon. So, I called my bank and they told me that they don't see any credits pending on my account. I gave it a few more days and still nothing! I called back and the rep told me for some reason that refund didn't go through and she would have to check with the credit department and placed me on hold. When she came back she told me that I should receive another email. I told her that I was told that the last 5 times I've called and to put a [redacted] on the phone. I spoke to [redacted]" and she said that she would have the credit dept call me back because they were all on lunch break. She lie, they never called. I want my refund asap!Desired Settlement: I would like my refund immediately! This company has had their merchandise back since 1/**/14 and I am still waiting for my money. I am tired of getting the run around and I will never buy from the company again. I want my full refund back in the amount of $47.97!

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Major League Baseball has been promoting the 2013 All-Star Game Fanfest at the Jacob Javits Center all season long. They have constantly used the bait to lure consumers into buying ticket by saying there will be "free" autographs from MLB "Legends" at this event. Well when the schedule of players attending this event came out they were far from legends. I purchased these tickets under the assumption "legends" were hall of fame or close to hall of fame calibre players. There may have been about 2 of the many players who were worth "legend" status and the others are players who are has beens or are not even worth the train fare to the Javits center. If not for the false advertising they used to lure me into buying tickets, I would have never purchased these tickets AT ALL!!! I hope you can be of some help in getting me a refund on my tickets. I'm just hoping that MLB is not too big of a fish in the ocean and you can be of assistance. Any help you can provide will be greatly appreciated.Desired Settlement: I'd like a complete refund of the purchase price of my tickets (July [redacted] and July [redacted]) . I will gladly return my tickets for this event if MLB should agree. I can return them the day of the eveny or even prior if need be.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: MLB.com lists MLB TV fOR $24.99 and you can watch MLB games in the post season on line. How ever all MLB post season games are blacked out in the US when you try to watch them live. NO WHERE IN THE CLICK HERE TO ORDER DOES IT SAY OR LIST THAT! It will let you listen to the radio commentary for the live game. I CAN DO THAT FOR FREE AT HOME AND I DID NOT PAY FOR RADIO! I PAID TO WATCH THE GAME LIVE! Please help me with this issue. Large corperation should not be able to take advantageof every day Americans like this.

Thank you,

[redacted]Desired Settlement: I would like MLB to refund my payment for a bogus product.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: My order with mlb.shop.com was received on 8/**/13 and an order confirmation was sent on the same day.

A shipping confirmation was then received on 10/**/13. According to the site, tracking information should become available as soon as the package is checked in with the Shipper (Purolator in this case), however such tracking info was never available up until package delivery at my Local Purolator location. Upon arriving at the Purolator and accepting the package, I opened the package in order to determine whether or not my products had arrived as ordered. However, I opened the box to discover products from an unrelated company ([redacted]) to the mlb shop and the invoice that was included was addressed to another individual in an entirely different province. I then brought the package back to the purolator location due to the fact my label was put on a package that did not belong to me and my package was presumably lost and sent elsewhere. The same day, I contacted the mlb shop customer service and was told a replacement order would be placed free of charge. A order confirmation was received on 13/**/13. After waiting more than a week, I later received a shipping confirmation on **/**/13 for replacement order #[redacted] (items that were to replace those I had lost from original order #[redacted]) and to my dismay that the shipping confirmation for order #[redacted] only listed one the items to be replaced from order #[redacted], I was expecting 3 items to be replaced as I had originally ordered 3 items. However only one of the items to be replaced was shipped. When I emailed the mlb shop customer service, they had replied stating that my other 2 items could not be sent yet as they were on back order and would be sent as soon as they became available. Had I received my original order I would not have had to wait on any items. I received one of my replacement items on 1/**/13 without any problems, however it is now **/**/13 and I have been waiting at for nearly 2 months since my initial complaint and request for product replacement. My items are still on back order and no there is no indication of any forthcoming replacement shipments. When I emailed and called the mlb shop customer service on multiple occasions, they refused to update me on the status of my backordered replacement items and refused to give a time-frame in which my items would be delivered. I still am awaiting those items and am not aware of their current status at all.Desired Settlement: I wish for my items to be both replaced and shipped to me as well as a refund to be given as this situation is extremely unacceptable for an apparently reputable and "official" shop of the MLB. This whole situation has become an unwanted ordeal in which I am extremely disappointed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I won auction listing [redacted] on 07/**/2013 21:00 EDT and my credit card was billed (Order #: [redacted]) for the item plus shipping, $87. The site states to allow 2-4 weeks for shipping, after 4 weeks passed and item was not delivered I submitted an email on their customer service page but never received a response. I have since sent 2 more emails and have not had a response and there is not a phone number or any other information on how to contact customer service.Desired Settlement: All I really want is the item that I purchased, a game worn hat from Mark Ellis, which was supposed to be a gift for my grandson.

Business

Response:

Dear [redacted]:

We write in response to the Revdex.com complaint, dated August **, 2013, initiated by customer [redacted] (#[redacted]). We have investigated this matter and regret [redacted] did not have a satisfactory customer service experience. We have refunded [redacted] the full amount of his order, $87.00, and, as a courtesy, provided [redacted] with a $50.00 online gift certificate for use at the MLB.com Shop. We telephoned [redacted] to confirm his receipt of the refund and gift certificate. If [redacted] requires assistance in the future, we encourage him to contact our Online Auction Manager, [redacted]o (email: [redacted]; phone: ###-###-####).

As we have refunded [redacted]’s purchase and provided a $50.00 gift certificate, we believe we have addressed [redacted]’s complaint in a satisfactory manner and now consider it resolved. Please feel free to contact me if you have any questions or wish to discuss this matter further.

Sincerely,

Legal Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

I feel that MLB Auctions went to great lengths to remedy the situation and I truly appreciate their efforts.

In addition I thank you for your assistance in helping to resolve this matter.

Sincerely,

I purchased through [redacted] from MLB Advanced Media/shop a blue jays 18 mos hoodie and bib and booties - approximately 78.00 - It was to be sent to my great grand child in Canada for his first birthday Sept **. I placed the order September **, I received notification that order was shipped 9/** and was given a purolator tracking number. Purolator never received the package. I placed several calls, messages through [redacted] but never received an answer. Having worked in sales most of my life, I find this lack of concern totally frustrating. I finally reached someone this week at MLB and was told oh yea the package is lost and there are none in stock! I just told him to cancel my order and return my funds. They made no offer to replace order (none) in stock, they made no offer to try to replace with something else. Unbelievable poor customer service.

So disappointing not to have my present arrive for a significant date in my great grand child's life

Review: On Nov.**, I purchased the MLB's Offseason Package for $24.99, based on the advertised promise that I would get live or on-demand access to the U.S. vs. Japan All-Stars series ON ALL OF MY DEVICES which I use to access games during the regular season. The first game was held at [redacted] Nov.**. When I went to access the game on my Roku device later that morning, I got a message that said, "No streams are currently available for this game." I called MLB.TV's customer service line and the operator took down my information and told me someone would be reporting back to me shortly. She also gave me a reference number ([redacted]) and told me that if I didn't hear back or get access to my stream, I should call back later in the day. At [redacted], I still got the message, "No streams are currently available for this game." I called the customer service line at ###-###-#### and received a message that the office was closed for the day, even though its listed hours of operation at [redacted] are 12 p.m. to 12 a.m. Eastern time. The only option the message gives me is to call back while the Japan games are underway, which begin at [redacted] my time.

As of this writing, I am still being denied access to the game that I've paid for, nor does it appear that these games will be made available. The telephone customer service center does not honor its listed hours of operation. I have not received a promised call back, This is beginning to be a pattern with this organization not living up to or honoring claims that it has made in its advertisements, such as the availability of games on various devices. I have had to resolve two similar issues with this company in the past two years.Desired Settlement: I would like MLB Advanced Media to make available the product that I have purchased, and make it available on all of my devices as advertised.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: At the start of the baseball season, as I do every year, I purchased a streaming baseball subscription: MLB.tv's $129.99 yearly Premium package. The subscription was advertised to include streaming video of all available games on mobile devices running Android version 2.2 or later via their "At Bat" app. On July [redacted], a minor update to the Android operating system was released. While most app makers were able to comply with the update on the day of release, and virtually all were compliant within the next day or two, streaming video has been completely unusable since that date for anyone using an updated Android device, despite falling well within their stated system requirements (Android 2.2 or later) at the time the subscription was purchased. In fact, that same information is still available on the order and system requirements page today, and it's not until several clicks later (after you've most likely made your purchase) that you find a single, small warning that was added after the fact stating streaming video won't work with Android 4.3 on the app download page.

I have attempted to remedy this situation with the company directly numerous times via their customer service department, their mobile customer service department, and their official customer support forums, all to no avail. They acknowledge that it doesn't work, but that's it. Technical questions have been met with responses like "we have no updates at this time" or fixes for completely unrelated problems on different operating systems that I'm not experiencing. Questions about refunds or compensation for the unusable service have been completely ignored. Multiple attempts to follow up and open a dialog after the initial unhelpful responses have also gone completely unanswered.

To sum up: I bought and paid for a subscription that was supposed to last all year, it stopped working as advertised well over a month ago with no end in sight, and the company has failed to offer any solution or refund despite multiple attempts to deal with their customer service department.Desired Settlement: I believe they should either refund the cost of my subscription, or offer a complimentary subscription for NEXT season that includes a working app and covers at least the affected dates this season, July [redacted] through the end of the regular season (or sooner, if they actually fix the problem before the end of the season).

Business

Response:

Dear [redacted]:

We write in response to the Revdex.com complaint, dated September *, 2013, initiated by [redacted]). [redacted] is a long-time valued customer of our MLB.TV subscription products.

On February **, 2013, [redacted] purchased a subscription to MLB.TV Premium with yearly billing, and we provided the subscription in accordance with the applicable Terms of Use and marketing materials that list all devices that support live streaming. According to our records, prior to his complaint, [redacted] has enjoyed use of his MLB.TV Premium subscription via desktop computer.

Notably, the tablet device [redacted] references in his complaint has never been listed as a supported device in our sales materials. Despite that, it appears [redacted] was able to access MLB.TV content on this unsupported device for many months, until he changed the operating system of that device.

Since the time that we received his complaint, we have deployed an application update for the Android operating system he references, and, according to our records, [redacted] has successfully accessed his MLB.TV Premium subscription via his tablet device.

Our delivery of content via MLB.TV Premium is compliant with applicable law, the Terms of Use and marketing materials. Further, as a courtesy, we have provided [redacted] with a discount code valid for 20% off a purchase at MLB.com Shop

If [redacted] would like more information regarding MLB.TV Premium and supported devices, we encourage him to contact our Customer Service Manager, [redacted] (email: [redacted]; phone: ###-###-####).

We believe we have addressed [redacted]’s complaint to the best of our ability. Please feel free to contact me if you have any questions or wish to discuss this matter further.

Sincerely,

[redacted] Legal Manager

Consumer

Response:

There are a few things I'd like to address in that response.

First, yes, I was able to access it via the far less convenient alternative of a desktop computer. That doesn't mean I was receiving what I paid for though, especially since they charge extra for the subscription tier with mobile access.

Second, while the device wasn't specifically listed as supported by model name, it met all individual listed system requirements and still did while it wasn't working, including the operating system.

Third, that 20% discount code to their merchandise store they say they provided? They never did. They said they would, but never did, and I informed them of that previously. It doesn't matter, as I wouldn't have used it either way, but it's kind of galling that they're acting as though it was some kind of magnanimous gesture on their part.

I still believe some form or refund or real compensation for the lengthy period in which the subscription did not work as advertised would be entirely appropriate, and the fact that they won't even acknowledge the possibility will definitely make me think twice about ever doing business with them again. However, as noted in their response, they did finally release a functioning app that will allow me to watch the remainder of the season and I've already wasted enough time dealing with their customer service. Feel free to consider this matter closed.

Sincerely,

Last year, I ordered an item from the shop.mlb.com store. AFTER I placed the order, and was charged, I received an email saying some of the items were back ordered. This was acceptable, because I hadn't looked carefully, and noticed that the item said "out of stock".

On June [redacted], just over a year later, I placed an order, and once again, AFTER the order went through, I received an email saying that one of my items was out of stock. This time however, I had made sure to check that they were in stock, because I needed these sent overnight, and was willing to spend the extra money.

I called their support line, and spoke to the representative, she verified that the website said it was in stock, and apologized. She offered to provide free shipping on the back ordered item, etc. The free shipping did not help me, as I needed the item the next day. If I can't get the item tomorrow, it defeats the entire purpose of the next day shipping.

She asked me if I would like to cancel the order, to which I said yes.

Today, I received an email indicating that my items have shipped!!!!!

I called their support line again, and was informed that only one of the items was cancelled, and the other two items have indeed shipped.

I was then informed that I would be sent a return shipping label, and that the money taken from my bank account would not be returned to me, until after they received the items back.

This is an unacceptable way to do business, and I highly doubt I will ever give them my business again.

Review: I signed up for a MLB.TV subscription through MLB.com, however, I was unable to sign into my account using my Roku device, nor could I sign into my account through the website. I then contacted the MLB.com's customer service through their chat helpline and was told that there was no subscription purchase showing associated with my debit card. I then navigated through the website and purchased a subscription. This initially worked on my Roku and then it didn't. So now I have been charged twice for a MLB.TV subscription that does not work.Desired Settlement: Refund me both of my purchases. Your product does not work on my Roku streaming device, and you should warn potential customers of this issue before they pay. Failing to do so is an unfair, deceptive, and abusive business practice.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I have had a subscription to MLB.tv available through MLB.com for years that I have been paying $24.95/mo for so that I can watch out of market games. The season has always run from April through September and I have always let my subscription renew. This year MLB.TV added a new feature for postseason which I do not need or want as all games are available through my cable tv provider. Because they refer to it as "PostSeasonTV" I considered this to be separate from my subscription. MLB.Com submitted charge against my bank account on 10/*. Upon seeing this, I asked for a refund according to the terms on their website. While I did receive an automated reply, MLB.com took no action. I made a second, then 3rd request. The charge has since posted to my bank account resulting in a $37 overdraft fee as the account used for this is unfunded except for a few select things.Desired Settlement: All I ask is that MLB.com reverse the charge on my bank account for the added subscription feature that I do not want or need.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: On January *, 2016, I notified mlb to refund my lifetime membership with them due to the fact that the company dealing with the mailing of books and other materials just moved and I wasn't notified. I was told that 10 days from the date I spoke with the company, I would receive a check for 380.00, as of today Tuesday January **, 2016 there is no check. There wasn't any answer to my call either.Desired Settlement: Would like my refund as promised

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,