World Wrestling Entertainment, Inc.

Review: On approximately April 21 or April 22 of 2014, I signed up for a one week free trial for the WWE Network. One day before the trial ended, I accessed the E-mail that had been sent to me when I initially signed up. This e-mail contained instructions for cancelling the free trial. After following the first couple instructions, I discovered that the needed "Billing Information" link was not present on the WWE Network website. I then called customer support in order to solve this problem. The representative I spoke with informed me that I would be receiving an e-mail from a supervisor within 24 hours. After waiting 24 hours, I checked my e-mail the following evening and discovered I had not received an e-mail from WWE. Furthermore, I looked over my checking account and discovered that WWE had billed me late that afternoon. I called customer support a second time and informed the representative of my situation. The representative looked over my account and informed me that the subscription had been cancelled that day and that I would receive a refund within 7-10 days. I currently have not received this refund. A month later (05-27-2014) I checked my bank account and discovered that I had been billed a second time. I called customer support a third time and I was informed that the subscription had not been cancelled, confirming that I had received misleading and false information the second time I called. Furthermore, I was informed that WWE Network would not cancel the subscription and that I would have to honor the 6 month subscription commitment at a monthly rate of $9.99. I stated that this was unfair as I had attempted to cancel the free trial before it ended and that I was not able to because of errors on WWE's website. I also stated that I should not be forced to honor a 6 month commitment for a service I did not want to keep. I was told that that nothing could be done about it.Desired Settlement: I would like to be refunded for the two payments withdrawn from my checking account. I believe this is fair, seeing as 1) I was provided with false information when I was told that the subscription was cancelled and that I would receive a refund, and 2) I should not have had to pay for a service I did not want and tried to cancel before the free trial ended.

Business

Response:

Dear [redacted]

We have reviewed your dispute about the cancellation and refund request for 2

months of your WWE Network subscription. We have been making attempts to

reach you since last week and have been unable to get in contact with you. We would like to discuss your account further with you to get to a resolution.

We would appreciate if you would call us so we can present a resolution to

your WWE Network issues.

Sincerely,

WWE Network Support

Review: I ordered 3 items on December 1,14. It is now December 11,14 and my items are still sitting at the company.Christmas is the same time every year so they should have been staffed to handle the orders. No excuse for delay. You adverstise something that you cant deliver. I called on 12/8/14 and was told my items was boxed and shipping label on it they was just waiting for the shipping company to pick it up and that would be no later than the next day. Well 2 days later 1 item show shipped 1 item showed cancled and one item not shipped. When I tracked order. only shipping lable made. Still not shipped. I called and was told everything was still being boxed nothing was canceled.I should be happy they have not charged me yet. Ummm I need the items for Christmas gifts. Said he had no way of knowing when it would be shipped. Nobody to ask. I should have all 3 items by Christmas. Nothing he could do. I have emailed but no response. The worst experience.Desired Settlement: I would like my order shipped overnight today at no cost to me.

Business

Response:

We apologize for the delay in shipping out this [redacted] order. We had overwhelming demand on [redacted] and orders took longer to process and ship than normal. WWE[redacted] did send an email notifying customers of the delay in shipping their orders. A coupon code will be sent in a separate email that can be used on the customer's next order. The package did arrive in time for Christmas, but again we apologize for the longer processing time.

Sincerely,

WWE[redacted] Customer Service

Review: I ordered the 30 day free trial and at the end of the 30 days I cancelled, but they charged me on the same day I cancelled, when I confirmed my cancellation, by phone, I was told they don't refund monies, but they may give me a partial refund.Desired Settlement: Full refund

Consumer

Response:

This complaint has been settled, please close, they refunded my full amount. Thank you.

Review: We were planning on purchasing tickets to an upcoming WWE event. One of the purchase options WWE offers is a VIP package and a VIP Experience package, where you get to meet WWE superstars prior to the event, you get a keepsake chair, and some other extras. However, the description on the website is a little vague about the VIP options, and currently only six superstars are listed as being at the event, and with tickets costing ~ $1,000 each, I would hope one would expect to see more than six superstars. So I requested information through the WWE website, where you can ask a question and put in your email address to get a response. I have done this three times and have not heard any response. The tickets were scheduled to go on sale today (Saturday, November 9th) and I was hoping to hear something before ticket sales started. So earlier this week I also called and left a message with three different WWE customer relations representatives, and I still have not heard back. If WWE is going to sell products with such a high value, then they should offer customer service that will respond to inquiries in a timely manner.Desired Settlement: Since ticket sales have already started and I am STILL waiting to hear back, an answer ASAP would be great...along with the BEST available seats since we missed our chance to get those because we were waiting to hear back from customer service.

Business

Response:

I apologize for the delay in the response. WWE Meet and greet tickets are priced per market and the talent available. A $1000 ticket could include a six talent meet and greet. These tickets do sell quickly as only a limited number of tickets are available for each event. If customer has bought tickets, WWEShop would like to send a $50 gift card to WWEShop.

Review: I have been paying wwe for 3 months without receiving service. The agreement was to pay for 6 months per month and receive pay per view and other services. The first week was the only time I could log into my account(that was the trial period)I have sent emails each month informiong them that I was not receiving service. When I attempt to acess any features I'm directed to the screen to purchase a subscription. I would like to be refunded my $9.99 per month or have wwe correct the problem and credit me the time I could not use the service(which is 3 months at the present time)Desired Settlement: refund or fix the problem so that I will receive services and credit my account for 3 months which I could not use the product

Business

Response:

Customer was contacted by WWE Network Technical Support and they tried to rectify the problem. It was determined that the customer is unable to properly watch the network. The customer's account has been cancelled and WWE will refund the customer's 3 month of payment. We apologize for any inconvenience caused.

Sincerely,

WWE Network Customer Service

you know you say the wwe network is free for november [redacted] you tryed to charge me 9.99 for november

Review: I signed up for the WWE Network Yesterday at around 9:45 pm Eastern time in hopes of being able to watch last nights episode of Monday night Raw, Well I was having issues signing up so I called customer service to get help, the rep (didnt catch name) proceeded to walk me through setting up my account. I did step by step what he told me to do, Not knowing he wasnt setting up correctly. I was supposed to have a 7 day free trial but he set me up with a 6 month agreement package. SO once I found out that I couldnt watch my episodes I requested to cancel and now they will not let me due to the 6 month agreement even though the rep was the one who told me wrong.Desired Settlement: All I want is my subscription canceled so I can go about my life. I dont feel like I should be the one to pay when the rep (I think knowingly) set me up without the 7 day trial.

Business

Response:

WWE Network has agreed to honor this customer's request to cancel their network. WWE Network Customer Service will reach out to customer directly to confirm cancellation. We apologize for any inconvenience caused to customer.

Sincerely,

WWE Network Customer Service

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.

As long as they do reach out to me and honor the refund.

Sincerely,

Review: my grandson subscripted to this product without my permission and I called and told them this and they still wont cancel my subscription and says I got to pay for 6 monthsDesired Settlement: just cancel the 6 month subscription to there network....

Business

Response:

The customer's account will be cancelled and refunded for any charges.

Sincerely,

WWE Network Customer Service

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.

Sincerely,

Review: WWE Network offers online access to WWE. I pay $9.99 a month for this service. I don't use the service as often as I like because half the time it does not work. The screen freezes, or it says service unavailable try again later. When it works my family and I enjoy the service quite often, but we are also honestly tired of paying for a service that does not work more than half the time we try!! I contacted the company several times, most recently I spoke with someone named [redacted]. I explained my problem to here, after answering a few questions for her she said everything looks fine, I shouldn't be having any problems. She also said maybe too many people are online trying to access the network at one time? When I asked for a discount or a few free months she said no, against company policy. Bottom line is when I pay for a service I expect it to work!! im tired of paying for a service that doesn't work!!Desired Settlement: I have been a customer from the beginning. so I would think they would want to keep there customers. I think a few free months or a refund and fix the problem would help.

Business

Response:

WWE Network has been running without any issues. We apologize if this customer has encountered some freezing, but we do not see this issue. Unfortunately, I am unable to provide free months or a refund for the service. WWE Network is a monthly subscription service, so the customer is free to cancel at any time.Sincerely,WWE Network Customer Service

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

if I am paying for a service I expect it to work and if it doesn't I should be eligible for a refund.

Sincerely,

Review: I subscribed to the WWE Network(A pay per month streaming video channel) at the beginning of April 2014. This subscription included being able to watch all "pay per view" events shown within the 6 month obligation. The night of this years"[redacted]", the superbowl of wrestling, I was able to log in and view other videos before the show went on([redacted] videos)but couldn't view the pre-show event or the 1st 40-45 minutes of the main show"[redacted]". I eventually was able to view "[redacted]" and viewed the last 2/3rds of [redacted]. I spent over 1hr 30 minutes on the phone that night 04/06/14 with WWE tech support and they were hard to hear and difficult to understand(heavy accents/bad over seas connections). I was disconnected from them 6-8 times. When I called back, I had to repeat my entire story to them, starting from square one. The tech support people didn't really sound like they knew what they were doing. Eventualy someone told me that the device I was using was "NOT supported". I was using my wireless Samsung DVD player to view their video channel. I was able to view other videos with this device but had the problem viewing [redacted]. So, in my opinion, my device was working fine. I contacted WWE support AGAIN on April 8th, 2014 and REPEATED my complaint only to be told the same thing. I told them I an thinking about cancelling my subscrition unless they can compensate a "loyal customer"that spends a lot of money of WWE show tickets,T-shirts and other misc items for a family of 4. They didn't make me and offer to compensate me for this problem and having to deal with incompetent customer service people (in other countries but that's a topic for another time). I suggested that they extend my 6 month aggreement 1-2 months $9.99 per month without any additional cost but I was told that my request was disapproved on either 04-22/23 2014 via phone call. UNREASONABLEI am the target audience that like their product and they treat me like i'm not a valued customer. UNREASONABLEDesired Settlement: My original request was VERY reasonable. This service is brand new. I'm still asking for a 1-2 month extention ($10-20) to my 6 month committment to their WWE Network online video streaming service. I understand techinical glitches happen but not to make any offer to help a loyal customer and KEEP that customer loyal is not "BEST FOR BUSINESS". That's one of the current lines CEO Triple H (a character/athlete in their shows) uses during Monday night RAW and Friday night Smackdown.

Business

Response:

WWE will reach out directly to fan to resolve. WWE apologizes for any inconvenience.

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.

Review: I ordered a $10.69 Special Edition magazine via WWE Shop on October 7 2015 and was told it would take a week. I was appalled when after ordering I got no invoice so I had to call and ask for my [redacted] information. On October 10th the company sent my package to the wrong address purposefully and then tried to get my local post office in trouble by getting them to attempt to return the package. The company completely screwed up my order and the customer service Representative s didn't wish to take any responsibilityDesired Settlement: I want a letter of handwritten apology from both WWE Shop and WWE that fully takes responsibility for their mistakes.

Business

Response:

We are sorry that the customer's order was not shipped to the correct address. I can assure that this was not dine purposefully. All of our systems are computerized, and there is no manual intervention on address labels.I will send a $25 coupon code directly to the customer's email address for their inconvenience with their order.Sincerely,WWEShop Customer Service

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.

Sincerely,

Review: Time and again I have ordered PPVs to watch online from the WWE. Almost every time they have been fault, lagged, or simply refused to start. The previous incident was thei[redacted] event, which was not watchable as it constantly stopped working, as well as their website continually logging me out of my profile, automatically stopping the video when it would finally start working. Their resolution to this was to offer me their shoddy digital PPV for view on extended watch, even though it was still not watchable. They charge a hefty price for their PPVs and this is unacceptable quality and service for the amount paid. Tonight was the last straw, as the service as somewhat better, not stopping and the website not logging me out. However, once again, the video stopped right before the end of the event, depriving me of the experience I purchased. This continuous bad treatment of paying customers by a company of this magnitude is wholly unwarranted and they need to be confronted by an organization with some clout instead of customers they can brush off and ignore.Desired Settlement: I would like a refund of the purchase price of the PPV in question. I no longer desire to have anything to do with this company nor do I wish for their almost assured offer of an extended watching period.

Business

Response:

Customer will be contacted directly by department handling PPV issues. We apologize for any issues this customer has faced while watching WWE PPV's.

Review: WWE failed to provide proper notice of a billing issue and left me with no access to my personal information so that updates could be made.Desired Settlement: Refund of initial payments and or credit toward services.

Business

Response:

WWE Network Support will contact customer to set up account per customer's request for three month remaining on original contract. Customer will be contacted in the next 24 hours. We apologize for any inconvenience caused.

Sincerely,

WWE Network Customer Service

Consumer

Response:

Review: [redacted]

I am rejecting this response because: although a representative contacted us and proposed a 3 month term instead of an additional 6mos., he has not yet sent written confirmation (via email) as we discussed. He said notice would be sent within 24hrs and it has not. I am leery to sign up again without written confirmation that an exception will be made regarding the length of the term. I do not want to incur penalties and will not accept the offer until written confirmation has been received. In addition, the rep for the WWE Network did state that this company has no ability to allow customers access to their personal account once suspended/revoked. An much larger issue that needs to be addressed.

Sincerely,

Business

Response:

WWE Network Customer Service sent written confirmation to the customer on July 20th. Customer confirms that written confirmation was received and that they are satisfied with the outcome. This should close this issue.

Sincerely.

WWE Network Customer Service

Review: I ordered Wrestlemania 29 on Pay Per View for $59.99It didn't work. There is no number to call. I emailed several times and no response. Their website kept apologizing but stated no refunds.That is wrong. They did not live up to the agreement.I had a house full of young children wanting to watch and didn't even see one minute.

Product_Or_Service: Wrestlemania Pay Per View

Order_Number: XXXXXXXXX

Desired Settlement: DesiredSettlementID: Refund

Full refund.

Business

Response:

Business Response /* (1000, 5, 2013/04/11) */

The customer service department that handles WWE PPV's will be contacting and issuing refunds to the customer. I apologize for the inconvenience.

Review: Ordered wrestling wrist bands, hoodie and dvd from wwe. Didn't recievethe products. Called them, then they said I have to deal with fedex, called fedex, they said the sender ask them to leaveat the front door, so they did that. So its the responsibiltyof the sender. Called their corporate office and spoke to themthe lady I spoke to she assured that she will replace or refundthe products and also for inconvenience they will send freefree tickets for the show.After that I didn't heard from herand iam leaving message after messages, no respond from them.This was a 10th birthday gift for my son. Ordered it 2012 nov.Order no XXXXXXXXX, cr XXXXXX. Their cr isXXXXXXXXXXX. And the lady in the corporate office number is XXXXXXXXXX.Don't know her name. I ordered the products online. Thank you.

Product_Or_Service: wwe wrestling products

Order_Number: XXXXXXXX

Account_Number: XXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation)

At this point I want my money back either from fedex or from wwe.

Business

Response:

Business Response /* (-10, 6, 2013/07/30) */

WWEShop delivers all orders via FedEx or FedEx Smartpost service. Unfortunately, when packages are left at the door, and customer does not receive, a claim must be filed with FedEx. WWEShop customer service is happy to help customer file this claim. In most circumstances, WWEShop is also willing to reship the order. Unfortunately, WWEShop is unable to offer free event tickets for customers experiencing a delivery issue with their order. The number listed is the main number, and receptionist does not offer free event tickets. In order to help customer, WWEShop will send a coupon code worth $100 so that customer can order something for his son.

thank you.

Review: They offer a free week of the WWE network, and charged me for it as soon as I completed my sign upDesired Settlement: I want my 9.99 back

Business

Response:

WWE will contact customer directly regarding their WWE Network billing issue. We apologize for any inconvenience. Thank you.

Review: Signed up for the 1 week free trial and they charged me 9.99.. So I went and browsed and did not like the network called to cancel it and guess what... They are saying that I made a 6 Month commitment when I did not... I called three times to cancel it and they refused and told me that I would have to pay $10 a month and that I did not sign up for the trial.. They then tried to tell me that I signed up on my mobile device when in fact I signed up on my computer... They were so rude and barely spoke a lick of English... I there never was a free trial this is just an entrapment scam...Desired Settlement: I want them to admit they screwed up and give me my $10.66 back now!!!!

Business

Response:

WWE is reaching out to fan directly to understand/resolve the issue. 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.

Sincerely,

John Warner

Review: On April 6th, I signed up for the WWE Network to watch the Wrestlemania event with my family. After paying, via [redacted] I proceeded to click the 'Watch Now' button where the website redirected me to pay - again. It stated I must be a WWE Network subscriber to access the content, of which I checked my e-mails and they clearly provided receipt and knowledge that I was a member - and had paid!I then called Customer Support which attempted to resolve my access issue on my Windows 7 PC using Internet Explorer 11 (typical install). After about 45 mins of troubleshooting, no access, and the start of Wrestlemania, I then asked the technician to send me to billing for cancellation. She transferred me to where I was then provided a recording stating that all billing representatives were busy with tech support due to the Wrestlemania event.I then called the following day, April 7th, where the customer representative noted in my account that I was unable to access the WWE Network, nor watch the event. At which point he told me he would apply for my refund and cancellation. On April 10th, I received an e-mail stating that I would not receive a refund and cancellation due to the WWE Network's Terms and Conditions (T&C). I then proceeded to call the same day, where a representative again acknowledged that I was unable to access the Network and would re-open the case with "WWE Corporate" and that I would receive contact by someone regarding my cancellation.I have called twice more since then to resolve, all to be told that the T&C are binding me to a service that did not work.I believe I did the right thing in calling promptly after the service did not work as advertised, and yet I am being held to a contract that WWE has not fulfilled.I think it is fair to state that anyone would be upset if they paid for a service and did not receive the service as advertised.Desired Settlement: To settle this, I simply want a refund of $9.99 for the payment I made to the WWE Network, due to the service not operating. I would also like my "6 month" agreement to be cancelled as I have already missed out on an entire month's worth of viewing, and am unhappy with the customer service I have received in this ordeal. Please refund my money and cancel my subscription.

Business

Response:

WWE Network has agreed to honor this customer's request to cancel their subscription and refund their $9.99 payment. WWE Network Customer Service will reach out directly to customer to confirm cancellation. We apologize for any inconvenience caused by this issue.

Sincerely,

WWE Network Customer Service

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10030607, and find that this resolution is satisfactory to me.

Sincerely,

Humberto Gonzalez

Review: On March 24, 2014, I ordered some [redacted] youth slippers for my grandson. I ordered a size small because his mother told me according to the size that their website advertised that would fit him, well they did not. So I had to pay for shipping to send the shoes back. On April 17, 2014 after contacting this company earlier in the week, they finally send me an email stating that the item is out of stock and are refusing to refund me my $6.99 in shipping charges.Desired Settlement: I want to be refunded my $6.99. I should not have to pay to ship the item back to them if it is the wrong size and then to have them take my original shipping charge from me as well.

Business

Response:

WWEShop will refund the shipping to the customer. Please allow 5-10 days for the credit to show on statement. We apologize for the inconvenience.

Sincerely, WWEShop

Business

Response:

Customer was refunded for the price paid for the slippers on April 2nd. The $6.99 shipping and handling will be refunded today. This will refund the customer in full for her complete purchase price.

Sincerely.

WWEShop Customer Service

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10018463, and find that this resolution is satisfactory to me.

Sincerely,

Samantha Shields

Review: A few weeks ago I ordered the required 6 mos of the WWE Network for my son who has Down Syndrome. He was really looking forward to having it to watch through his P[redacted] 3, but after hours and repeated phone calls, it was determined that he couldn't get it due to technical reasons. My son works in a workshop and does not earn much money. His greatest pleasure is buying WWE movies; I bet he has about 150. I'm not even asking for a refund, but would ask that he can use the almost $60 that will be taken from his bank account to purchase more movies. That way everyone wins. WWE gets its money and my son gets something too. I called the company once and no one phoned me with an answer to my request. Then I sent an e-mail on their website and got no answer. I called again and was told we don't do that (credit) and we don't give refunds. I am requesting that they play fair and do good business to loyal customers of their products. A refund would be my first choice, but a credit will be satisfactory.Desired Settlement: Refund of 6 payments of $9.99 =$59.94; or Credit of the same amount

Business

Response:

This account has been reviewed and confirmed due to technical issues, customer is unable to watch the network. Customer has been charged $19.99 in total (9.99 on May 3rd and $9.99 on June 3rd). WWE is willing to cancel and refund the $19.99 that was charged to the account. Two attempts have been made to contact customer, but customer has been unavailable. Another attempt will be made today.

Thank you,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10068882, and find that this resolution is satisfactory to me.

Sincerely,

Andrew Stern