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  1. #1
    He-Man.org Administrator TheShadow's Avatar
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    Issues with Digital River Customer Service

     



      If you have experienced any issues with Digital River's customer service, please post your testimonials here.

      Please be to the point, constructive, and keep it civil.
      Off topic and/or insulting posts, etc. will be removed.

      Your information could be helpful to all parties involved so please provide the most accurate information that you can.

      This thread is not about open orders or problems placing an order on the Matty website -- it is only for issues regarding contacting customer service.


    Thank you!
    Note: Digital River is the company that handles Matty Collector's customer service.


     

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  2. #2
    Super Powered Mod! markatisu's Avatar
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    Mine may sound like an order problem, but its rooted in dealing with the customer service.

    In late September my subscription was deleted, completely disappeared from the system. Called Digital River Customer Service to inquire and was told I never placed the order and that it never existed, forwarded them the email proving it existed and was told there was nothing they could do because the September figure shipped so it was "complete". After not receiving anything in October I was told to contact a account rep which I did, 2 weeks of emails and my subscription was recreated.

    However in December when the remaining figures were supposed to ship my order was sent into Limbo, when I contacted Digital River I was told my order was ready and I could download my software as many times as I needed. I pointed out to them I bought toys and not software, the response I received was that Mattel was holding the orders up and they would request my order be expedited, 1 week later (the very last day of 2009) everything was finally fixed.

    3 complete months, many phone call and emails, and numerous explanations that varied depending on who I was speaking to.
    Owner Fantastic Plastic Toys. Authorized Integrity Toys Dealer. We ship international. We carry Monster High, Realm of the Underworld, Funko, NECA, Japanese Imports & much more! Creator of Mystical Warriors of the Ring, a 2" Animal Wrestling Minifigure line, with toys now made in China! Check us out!

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  3. #3
    Fudge Supreme Dynamo of Eternia's Avatar
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    I had an issue with DR back in October that took almost 2 week of frustration and phone calls to get resolved.

    Can I post about that here, or do the issues have to be more recent than that?
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  4. #4
    Super Powered Mod! markatisu's Avatar
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    Quote Originally Posted by Dynamo of Eternia View Post
    I had an issue with DR back in October that took almost 2 week of frustration and phone calls to get resolved.

    Can I post about that here, or do the issues have to be more recent than that?
    Any problems you have had with them period since the beginning. Just keep in mind its not about resolving open orders or asking Mattel/DR for help.

    This thread is only for information about your attempts to contact customer service.
    Owner Fantastic Plastic Toys. Authorized Integrity Toys Dealer. We ship international. We carry Monster High, Realm of the Underworld, Funko, NECA, Japanese Imports & much more! Creator of Mystical Warriors of the Ring, a 2" Animal Wrestling Minifigure line, with toys now made in China! Check us out!

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  5. #5
    Personal Trainer Binx4life's Avatar
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    I called a few months back to change my address on my subscription account. The rep told me that I was unable to change my address, and that she would cancel my subscription so I could reorder with the updated address. I told her that I did not want to do that because the subscription was sold out. She Again told me that she could cancel my subscription so I could reorder. I thought she did not hear me so I stated again that I did not want that, and I again stated the reason. She told me for a 3rd time that she could cancel my subscription so I could reorder with the correct address. I told her yet again in a more stern tone to NOT cancel my subscription, she asked if there was anything else she could help me with. I said no, that I was only calling because I just wanted to change my address. She AGAIN told me that she would cancel my subscription so I could reorder. I told her to do nothing and ended the call.

    I have not been that frustrated and annoyed in a long time.

  6. #6
    Heroic Warrior Fugitoid's Avatar
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    My issue stems from an apparent issue with an order (7960257615) not being able to be processed, and not shipping. I made the order on 12-15-09 and it still has not processed.

    I have been told many times that my order will ship "in a couple of days" but still no luck. To highlight specific issues with their customer service below, I have provided some additional information:

    (1) When I had not received my processing email in over 1 week I contacted Digital River. No proactive efforts were made to contact me and let me know there was a problem with my order.

    (2) The response I got in an email dated 12-23-09 was " The reason why the order 7960257615 is still being processed is due to the few information entered. Please attempt a new order (empasis added) and complete all the information being requested." This response was totally inappropriate, as for one it implied that it was my fault I did not enter enough information into the system and this was my fault. Clearly, the system is designed to only process orders where all relevant fields are completed.

    (3) Digital River later responded to a request from me as what information was missing so that I could provide this to them. When I finally understood what information was missing it was the shipping information which was present on my order confirmation (and email, and customer name fields). The solution to simply re-order was poor as more product has since sold out (Randor, Goddess).

    (4) I then got an email from the same customer service representative on 12-29-09 "Kindly contact us through phone so we can better help you with this Issue". I did so a day later, making an expensive international phone call to be placed on hold for a significant period of time. The only response I got was that it was being followed up and to expect an email in 2 days to describe the status.

    (5) I also provided again the outstanding information required to ship the item via email.

    (6) for the last 2 weeks I have been following up the status. I simply get emails saying that your order is being looked into and will process in a couple of days. This has not yet processed. When I asked for an expected processing date, no date could be given.

    (7) Items not yet processed.
    Last edited by Fugitoid; January 7, 2010 at 04:49pm. Reason: Automerged Doublepost
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  7. #7
    Widget
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    sept,oct,nov,dec

    I orderd Club Eternia to get one figure a month I got them then they sent me them agian I called them and they told I will loose my shipping and handling I asked them how is that fair and they told me they would get back to me and it's been almost 3 weeks now and nothing I called them four times now

  8. #8
    King of Eternia Cringer_luvr's Avatar
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    Taxes

    I live in Tennesse and I order stuff on-line every month (3-6 items), and This is the ONLY ONLY company that charges me TAX for my items....seems kinda odd to me!!
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  9. #9
    Master of Books SirBushnell's Avatar
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    Long post alert!

    I've had several problems with Digital River's customer service department. The most notable being when my subscription suddenly failed to renew back in October (I believe that was for Teela).
    The payment processed successfully when the subscription started back in September. Nothing changed in my account, or in terms of my card (which they had on file). Yet suddenly I was notified that my subscription had failed, so I called DR. And that's when it turned into a real farce.

    The customer service agent said that they couldn't fix the problem and that I would have to "re-place my order". I tried to explain over and over that the subscription was no longer available, but the CS agent just kept saying that the figure was still in stock. They didn't at all get the fact that this was a repeating subscription that had failed, despite my protests.

    After about 20 minutes, I was starting to become frustrated with this particular agent - who clearly had no clue about the product that they were trying to sell, and continued to claim that they could do nothing about this issue. They swore up and down that they had no control over my account, and could not make any changes to either my payment information or any orders in the system. As I couldn't actually re-order the subscription, I asked what I should do... and they told me to call another number - promising that they could help me over there.

    Yeah, right, I thought. But I decided to try regardless, because I was getting nowhere fast. So I called the number that the agent gave to me. Imagine my surprise when I was connected directly to MATTEL customer service. When I got through, I explained the problem and asked pessimistically if there was anything that could be done. The Mattel rep said that they had moved their accounts directly over to Digital River for October, and for some reason this was causing DR to make lots of mistakes. I wasn't the first person to call Mattel that day, complaining about DR's customer service, so they promised to log my complaint and told me to call DR again and to this time immediately ask for a supervisor.

    So I did exactly that. And when I asked for a supervisor, this (new) rep got a little touchy and said that they could suddenly do anything that a supervisor could do. (Sigh)
    I explained the issue - again - and this time was told that my payment information was incorrect. That it was trying to process an old card, not the one that was supplied with my subscription. I gave the correct information and they told me it was fixed and not to worry further about my subscription.
    Now, can anybody tell me how an automatic on-file payment could possibly process correctly in September (at the start of the subscription)... yet suddenly fail with different payment information the following month? It makes no sense! But that's what happened. I suppose there was some mix-up in the transfer of information from Mattel to DR for October's orders.

    Oh, and just to rub salt into the wound, I received another email on November 15th - saying that the automatic payment had failed. Again. Depite being assured that it was updated and fixed.

    So I had to call once more, and enjoy the wonderful activity of trying to get a CS agent to 1) understand the problem, and 2) fix it. He tried to direct me around the mattycollector web site, but it was quite obvious that he had no actual reference or understanding of the layout and options on the site - was looking at my computer at the same time, yet he told me constantly to click on links that didn't actually exist.

    Ultimately, I found the page to which he was trying to refer me on my own. And, to be fair, he had told me from that point how to fix the error myself (changing my payment information to be the default payment).
    However, at the end of the day:
    (a) my order shouldn't have ever reset the payment used to my default, rather than the payment processed at the time of the order (and used automatically - and successfully - in September),
    (b) I shouldn't have been told that nothing could be changed in my account,
    (c) I absolutely should never have been asked to call Mattel to try and fix the issue (being fobbed off, obviously),
    (d) this obviously should not have happened a second time - after me being assured it was fixed,
    (e) a customer service agent for DR should clearly know how to navigate the web site of the products that he/she is supporting.

    TO BE CONTINUED?

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  10. #10
    Heroic Warrior Stefan81's Avatar
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    I had a question about the return policy and they only told me to call mattel directly!
    If a figur like scareglow doesnt have the cool grayskull key included then i want quick help from customer service!

  11. #11
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    I tried to change the shipping address on my 2009 subscription. I called before Webstor, before Teela, and twice before Scareglow. Each time I was assured it was changed, and each time the figure was sent to the wrong place--resulting in (for Teela and Scareglow) me never getting the figure as it was returned to the warehouse.

    I was assured by DR that the Warehouse would then re-ship me the items to the correct address, which of course they did not do. When confronted on that lie, they suggested I simply use the refunded sales price (less shipping of course) to order another. They had no conception of the sold-out nature of the product. I spent ~$18 dollars for the privilege of interacting with DR, with no figures during the months of Oct and Nov to show for my money or my troubles.

    I sent 6 e-mails in addition to the more than 2 hours I spent on the phone total, and in the end, rather than address any of my concerns or actually follow through on any of the promises they made, they simply canceled my subscription one week before Randor went on sale without any explanation.

    I asked to speak to supervisors, and was told that was not an option. I INSISTED and was told there were no supervisors available. The customer service staff more often than not had no idea what we were even talking about, as the very nature of the subscription seemed confusing to them.

    The worst things of it all, however, were the UNCOUNTABLE number of times during these interactions that I was OUTRIGHT LIED TO. I was a card-carrying subscription holder with open channels of communication, and I still had to resort to overpriced resales on ebay to get Teela and Scareglow.

    Their system is structured in such a way (no management, never getting the same rep twice on phone or e-mail) that I couldn't even find a proper way to address my frustrations. I felt utterly betrayed by Mattel for a long time--I still do, in some ways. I know that DR is not Mattel... but when one speaks exclusively on behalf of the other, they might as well be.

    I feel that Digital River is undermining, and perhaps even destroying, consumer faith in Mattel--at least for those of us trying with all our might to keep MOTUC afloat. In this day and age, can any company afford to let their hirelings drag their name through the dirt with such wanton displays of incompetence?

    I surely hope not.

  12. #12
    Heroic Warrior skully's Avatar
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    Man-at-arms refund

    I ordered man-at-arms last july 09. due to an error, my order was doubled. I asked for a refund on the same month from digital river and they told me I will get the credit the following month. I forgot about it until Oct. I checked my credit card statements but none of them reflect the credit they promised so I called. I called Mattel customer service and they told me to call digital river and gave me an advice that if "digital river told me to call mattel" tell them that I was told by mattel that digital river is the one that should handle it not mattel! Guess what, I called digital river and spoke to Mary (id#00250) and she told me exactly what mattel told me "please call mattel" so I got upset and told her I already called Mattel and they told me you are responsible for this not them. I also told her that was not right passing me to Mattel where in fact they are the once responsible. I opted to talk to a supervisor but she told me everyone was busy but I know that's BS. So I told her I will wait, alas I spoke to a supervisor.
    His name was Joseph (id#004853). At first he told me they were not allowed to give their id#, I told him are you sure that's your company policy? He said yes, then I told him how come Mary gave her's? After that, he gave me his. This guy was very unprofessional and rude. Anyway, he told me I will get the credit and then asked me with a very insulting tone "is that all -- SIR" that's where I got really really mad! I asked him are you mocking me?!! I admit, I might have said a few choice words. BUT MATTEL!!! come on!!! We are good paying customers!!! DO WE DESERVE THIS???

    PEACE

  13. #13
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    Cancelled Subscription

    I ordered the 2009 subscription in May. My credit card company issued me a new card with a new number a couple months later. In October, my subscription order for Teela didn't go through because the previous credit card number (which I completely forgot about being associated with my MotUC subscription) was no longer valid. I updated the credit card number associated with my account and had to call 1-800-GOMATTY to order the figure. I eventually got the figure (after having to give my mattycollector.com password to the DR representative, which I was not comfortable with).

    Since mid-October, my account has had the correct credit card number associated with it, but DR apparently canceled my subscription. I didn't receive any confirmation email or charge on my credit card for Scareglow. I wrote to customer service and was told that "Upon checking on our records, it shows that your subscription for Masters of the Universe Classics has already expired on 11/17/09 12:00:00 AM CST."

    There was no notification for this, other than as a response to my question. I called customer service and talked to two different people. They both tried to tell me that my subscription was still active and wanted to forward the confirmation from May as proof.

    I ended up ordering Scareglow off eBay just so I could have him and manually ordered Randor, Green Goddess and Winston from the Ghostbusters line in December.

    Another thing, why is there no option to change my password for mattycollector.com? I sent an email to customer service asking how to do it, and their response explained how to retrieve my password.

  14. #14
    Starchild needs some love Morningstar's Avatar
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    Shippment never arrived

    I´m from Argentina. 2 months ago I bought the He-man and scareglow figures, and they have not arrived yet (order 8156341415). I was told to call mattycollector. How will I make a phone call from Argentina to EEUU for this? I guess they did not do the shipping on the date the mail says so. I am very disappointed and i have no solutions.

  15. #15
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    Quote Originally Posted by penagain View Post
    I tried to change the shipping address on my 2009 subscription. I called before Webstor, before Teela, and twice before Scareglow. Each time I was assured it was changed, and each time the figure was sent to the wrong place--resulting in (for Teela and Scareglow) me never getting the figure as it was returned to the warehouse.

    I was assured by DR that the Warehouse would then re-ship me the items to the correct address, which of course they did not do. When confronted on that lie, they suggested I simply use the refunded sales price (less shipping of course) to order another. They had no conception of the sold-out nature of the product. I spent ~$18 dollars for the privilege of interacting with DR, with no figures during the months of Oct and Nov to show for my money or my troubles.

    I sent 6 e-mails in addition to the more than 2 hours I spent on the phone total, and in the end, rather than address any of my concerns or actually follow through on any of the promises they made, they simply canceled my subscription one week before Randor went on sale without any explanation.

    I asked to speak to supervisors, and was told that was not an option. I INSISTED and was told there were no supervisors available. The customer service staff more often than not had no idea what we were even talking about, as the very nature of the subscription seemed confusing to them.

    The worst things of it all, however, were the UNCOUNTABLE number of times during these interactions that I was OUTRIGHT LIED TO. I was a card-carrying subscription holder with open channels of communication, and I still had to resort to overpriced resales on ebay to get Teela and Scareglow.

    Their system is structured in such a way (no management, never getting the same rep twice on phone or e-mail) that I couldn't even find a proper way to address my frustrations. I felt utterly betrayed by Mattel for a long time--I still do, in some ways. I know that DR is not Mattel... but when one speaks exclusively on behalf of the other, they might as well be.

    I feel that Digital River is undermining, and perhaps even destroying, consumer faith in Mattel--at least for those of us trying with all our might to keep MOTUC afloat. In this day and age, can any company afford to let their hirelings drag their name through the dirt with such wanton displays of incompetence?

    I surely hope not.
    I have exactly the same case. That's crasy to see they are unable to change an address. Still haven't received my Teela and Scareglow. They sent me a shipping confirmation on 31th of December for a new Teela. In the mean time I'am still waiting for Scareglow but they sent it to my old address. I wrote 3 months before to do the change... I wrote 15 times with each time a stupid answer bever in relation, I even called...but nothing to do...Silly
    Last edited by Musclor.org; January 8, 2010 at 01:11pm.

  16. #16
    Heroic Warrior Shadowcat's Avatar
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    I ordered my 2009 and 2010 subs back when they both first were put up on the site. However, I moved on October 1st, 2009. So, both subs were under my old address. I called DR and Mattel several times to get my addy changed to my current addy, and FINALLY on 10/15/09, I was able to get someone to change it for me. (I had already changed the addy on my account on matty, but it didn't change my shipping address on the subs). So, everything seemed OK, until Teela shipped. She still shipped to my old address. I called DR and was told that they would contact UPS and change the shipping destination. They didn't do it though. I called DR again, and they told me to contact UPS to reroute Teela. I did just that, but UPS said they couldn't do it for me, that the shipper needs to call them to reroute the figure. So, I called Digital River once again, and they told me to call Mattel Customer Service (this was on the 26th of October). I called Mattel, they told me to call Digital River. I called DR AGAIN and spoke to a supervisor who told me he would have his vendor call UPS and that I should call UPS as well. I told him that I already did that, and he said that we'd just have to wait and see if the vendor calls UPS before Teela is delivered (she was set to deliver the next day, October 28th). I also asked the supervisor to ensure that my future sub figures are not shipped to my old address.

    In the end, through some very nice people on he-man.org, I was given the contact info to a relationship manager at DR who fixed my problem (at least for my 2009 sub). He sent me a replacement Teela, since I couldn't get the other Teela rerouted, and told me to contact him directly if any of my future figures ship to the wrong address.

    Sadly, it took all of this just to get a simple address change to take effect.
    Craig


    My MOTUC most wanted: Angella, Tung Lashor, Mermista, Sssqueeze, Peekablue, Ninjor, Evilseed, and Granita

  17. #17
    Heroic Warrior
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    Tax Problems

    I haven't really had issues with DR customer service per se. I ordered the first He-Man, first Skeletor, and Teela, and never got charged tax. Then, when I got Scareglow, I was charged $1.25 tax. I contacted customer service by e-mail, and was directed to call them. I talked to a friendly fellow, who said that he would send it up to someone above him that could take care of it. It took about three weeks before I got an e-mail saying that I would get a refund. I did get the refund on my credit card statement. The next month, when I ordered Randor, I got charged tax again. I sent an e-mail and got an e-mail the next day, saying that someone would take care of it. Within a week, I got an e-mail saying that I would get a refund. I haven't gotten my credit card statement yet, but I assume that I will have the refund. So, they actually improved. I guess my only problem is that I want them to not charge me tax, so that I don't have to bother with it.

  18. #18
    Widget TRICLOPS2317's Avatar
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    Lost My subscription for 2010

    I had a very terrible experience. I was emailed notification that my order was not completed for the October figure. Contacted Digital River, they said my status was fine...I kept all my e-mails stating Subscriptions was was good and paid for in advanced....again they sent me an e-mail saying all was fine. 1 week later again get another e-mail saying transaction not completed do to failure of credit card...e-mailed them again, notheing on there end was in error.My card was completely ready with funds....they had tried my card too many times which caused my company to halt any extra attempts. I explained this to them and they sent me another e-mail stating they were re-applying subscription again.another week goes by nothing.Then a email staing they are closing my cancelling my subscription.I gave up and now have to order each and every figure seperately, which does notbother me, but I lost out on WUNDAR and the MAP bonuses. I hate Digital River, I really do.

  19. #19
    Heroic Warrior
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    Unable to Process Order

    The last two months of 2009, I was unable to purchase the figures online. I was "in line" at the right time, got the items in my cart and submitted my order and got the message "UNABLE TO PROCESS ORDER. PLEASE CHECK YOUR INFORMATION TO MAKE SURE IT'S CORRECT". All my info was correct. Nothing had ever changed since I began getting the figs with He-Man over a year ago. I got two copies of each figure each month until November and December. I called DR and they tried to order my figs on their side and they got the same error. They could not help me. I tried using a different credit card and still got the same error. I had to resort to ebay both months.

    Back in the summer of 09 I got 2 subscriptions that will begin this month of Adora. I am worried I won't get my figs now. Also, I have had to enter a new expiration date for my credit card on file, since it expired Dec. 31, 09. I am worried about that as well.

    Let's hope and pray that I get my two Adora's and I will be able to get online on the 15th and get my two BA He-Man's....

    The 16th of January is my birthday so I hope a big birthday gift to me will be DR will actually work!

  20. #20
    Heroic Warrior Fugitoid's Avatar
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    Further to my original post, now my credit card has been charged (no pre-authorisation, fully charged) without my order processing on MattyCollector website or receiving any email to say this has shipped.

    This is in direct contravention of the policy of Matty not to charge until the order has been sent.

    Please see below:

    When will my credit card be charged?
    We don't think you should pay for your order until it is actually on its way. We will not bill you until your product(s), including backordered or preordered items, are actually shipped. If your items are shipped separately you will be billed each time an item is shipped

    Although your credit card won't be charged until the item has shipped, your credit card will be pre-authorized to verify funds are available.


    Very disapointing. This service is unacceptable for fans that have been supporters of Mattel their whole lives, and spend good money each month.

    EDIT: Just to clarify, my shipment did infact arrive today. Clearly, the credid card did not charge before the items shipped, however there was no notification to indicate that the order had processed on the Matty website, and no confirmation email with tracking. It was lucky I was home when the delivery came.
    Last edited by Fugitoid; January 10, 2010 at 06:54pm. Reason: Shipment arrived today
    "Where does he get those wonderful toys?"

  21. #21
    Heroic Warrior The BLAY's Avatar
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    I have had nothing but bad experiences with DR while trying to deal with my missing order.

    I have emailed them twice.
    and I have called 3 times.
    EVERY TIME I call I get the same run around speech and then I am ASSURED I will be contacted within 24-72 hrs and I NEVER have been.
    When I called on Thursday for the 3rd time I was again told the exact same thing, further stating that they could do nothing else for me and I had to wait the time period again for a 4th time.
    With a problem that has persisted for 2months you think that they would try a little harder to rectify the situation.
    I have to call back on Tuesday as I am sure I will not receive a response by then.

    DR needs to stop making promises of replying back to the customers and start actually replying back to the customers.
    There have been nothing but problems since they took over and it is ridiculous.

  22. #22
    Fudge Supreme Dynamo of Eternia's Avatar
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    BIG Problem in October: (was eventually resolved after TONS of headaches)

    Back in October I ended up having a problem with an order that I placed.

    This was the month that Teela, Zodak, and Ray from Ghostbusters came out.

    My Teelas were coming from my subscription, but I had placed a fairly large order that included the other figures that I wanted, plus several other figures for some friends of mine who couldn't be on the computer when these went on sale and didn't want to risk them selling out.

    So, in total, I ordered 3 Teelas, 5 Zodaks, and 3 of the 6-inch version of Ray from Ghostbusters.

    I placed the order right when these went on sale (which was a Thursday, if I recall correctly), and everything seemed to go through fine. I even received my email confirmation shortly there after.

    However, at the time I didn't look very thoroughly at the email confirmation (I didn't think that I needed to)....


    A few days later, around Monday or Tuesday, after all of the hell was breaking loose over the problems that were occurring with Teela (most commonly the delays in getting the subscriptions shipped out), I decided to check on the order (please note that at this point Teela was SOLD OUT).


    I logged into Matty Collector, went to my order history, and found that my order wasn't showing up at all, which really worried me.

    So, I went into my email and found the order confirmation. I looked it over.... all of the figures were there, everything seemed fine.. UNTIL I got to the part where my billing and shipping addresses should be listed. Both of those spots were COMPLETELY BLANK!!! I also then copied my order number from the email confirmation, went to findmyorder.com, entered it, brought up the order, which also had both address sections blank.

    This made no sense as I filled in both sections using the drop down menu of my saved addresses (and the shipping address is different from billing). I KNOW that I filled them in as I always do because with it being 2 different addresses, I'm always double and triple checking that the right address is in the right section before proceeding to the next section. Plus (and I could be wrong about this as I've never purposely tried to do so), I don't think the site will even allow you to proceed with the order without entering the addresses properly.


    So, I call up Matty Collector, and talk to one of their customer service reps, and I explained what happened. He said that either he could attempt to update the address info, or I could place a new order online. Since Teela was sold out, placing a new order wasn't an option, so I asked him to update the address information. He updates the shipping address with no problem, but the billing address won't update for him due to some security problem. He says he has to send this up to some escalation department to see if they can fix it, and that I should hear back from them within 24 to 48 hours. So, I ask him if he knows if they can definitely fix it, and he says he's not sure. So, reluctantly, I tell him to go ahead and send this on to that department.

    At this point, here is the dilemma I was in: It could take a day or two to hear anything back, one item had already sold out, and I had no idea how long the other 2 would last (they ended up being on there for a while after the fact, but I had no way of knowing that would be the case at the time).



    So, I called customer service back not long after talking to the previous guy, got another rep, explained to her that I had just called and what happened during that previous call. I then proceeded to ask her if I could have the Zodaks and Rays canceled from the order, and leave only the Teelas in there.

    My reasoning on this was that Teela was already sold out, so pretty much my only option to get her was to see if they could fix this order (which, according to the guy I talked to the first time, wasn't guaranteed that they could). And then I would just place a new order for the Zodaks and Rays, which were still available. This way, I would definitely get the Zodaks and Rays, and at least Teela was still a possibility. I would have to pay some extra shipping, which sucked, but it was something that I was willing to deal with just to do everything I could to get everything.

    So, the woman that I was talking to said that canceling them was no problem, and proceeded to set them to be canceled. She said I'll receive a confirmation of their cancellation within a few hours. So, I hang up with her, and proceed to place the new order for the Zodaks and Rays.


    Here's where things get complicated. I never did get an email confirming the cancellation of the Zodaks and Rays from that first order later that day like I was supposed to.

    The next day, the address info is showing up in that first order and the order, itself, is now showing up in my order history (I, however, never did get a phone call, as I was promised, letting me know that the address info had been successfully updated). However, I still didn't have a confirmation of the cancellation of the Zodaks and Rays from that first order.

    The interesting thing was this... when logging into Matty Collector directly and looking up that first order, it simply listed all of the items, with no indication at all that any request had been made to cancel the Rays and Zodaks. HOWEVER, when looking my order up through findmyorder.com, I would get to pretty much the same order confirmation page, with all items listed, but at the bottom was a link that said "previous cancellation requests"...

    When I clicked on it, it took me to a page that show the items that were requested for cancellation. And there were various columns for that status of the cancellation (requested, approved, denied, and a few others I think). Mine were just in the requested section, meaning that a cancellation was requested, but had not gone through yet.


    So, I called up customer service again to check on this, explained what happened, and to see why the cancellation hasn't gone through. They weren't sure why, and were sending it up to the escalation department, which I should hear back from within 24 hours or so. I NEVER heard back from them (again).


    This ends up pretty much being the cycle that I went through for about the next week and a half. I would check on my first order each day online... the status during this time NEVER changed... the items that I requested to be canceled were still 'pending' the entire time, no status change... this order never shipped, in full or in part... it was just hanging there in limbo.

    Every day or two, I would call up customer service to see what was going on (so there was probably at least 4 or 5 occasions, if not more, of me calling them and checking on this AFTER this cancellation problem started up.... so that's not even including the couple of calls that I made before this was specifically the issue). Each time I would call, I talked to someone different, so I would have to explain the WHOLE story to them each time about the address information not showing up (which at this point was no longer the issue), to what I was trying to do in canceling the items and placing the new order, and that I was trying to find out why the items never fully canceled. Each time, they basically said there was nothing that they could directly do, and it would get send it up to the escalation department... which they said I would hear back from within 24 hours, but then I would get no call (and I made sure each time that they had my proper phone number).

    At one point I think I even talked to a supervisor, who gave me the same escalation department shpeel again, only for it to wield no results.



    Finally what happened was this.... after this crap was going on for so long, I had posted here on he-man.org about it. Some people were mentioning how they had actually been in contact with people on this escalation department, and that the people there were actually very helpful once you get to that point. Well, I was anxious to get through, but I never did get a call back, so I explained the ordeal that I was going through and asked if someone could give me some kind of contact info to get through to one of these people so that I could hopefully get this problem resolved.

    Another forum member PMed me with an email address for one of these escalation department people.

    That night (which was a Thursday, if I recall correctly, exactly 2 weeks since the figures first went on sale), I sat down and typed out a very long email... detailing everything that had happened, what I was trying to accomplish, and how I had been told repeatedly that I would get a call back, but never did... etc.

    The next day, Friday, after I got home from work, I almost crapped myself to find a message on my answering machine from someone who could actually help me! It was a different person than the one I had emailed, so I'm not sure if it was the email that caused this or if one of the requests from one of my many previous phone calls that resulted in this (I'm assuming its the email since even though it wasn't the same person, the person that I did email could have simply referred it over to her, but I'm still not sure).

    At any rate, she left a call back number and extension to get ahold of her, and said that what she would have to do is completely cancel that original order, and that she could actually place a new order for the Teelas.

    I wasn't able to call her back until Monday (I tried on Friday, but by the time I got the message, they were closed for the day). But when I did, she was VERY helpful! She said that the attempt to cancel the other items from the first order caused it to get hung up in the system (so, in a sense, if I had just let the address fix go through and didn't ask for any items to be canceled, a large part of this mess probably wouldn't have happened, BUT I had NO WAY of knowing that at the time this all started, and the rep that I originally talked to made it sound like canceling was no big deal at all).

    I asked her if she was really able to put in an order for the Teelas since they were sold out, and she said yes because they keep a small amount aside for customer service and replacement issues (plus, when you think about it, technically 3 Teelas were allocated to my original order, which never shipped out), and people like herself have the ability to bypass the system or whatever to generate an order. She entered the order, the 3 Teelas were shipped and charged accordingly, and FINALLY, after 2+ weeks of frustration and crap, I was able to relax as all of the figures were on their way (I think at this point I may have already received the Rays and Zodaks).




    So, there really seems to be a few problems here. For one, getting the info from the initial customer service rep to this escalation department doesn't seem to be going as well as it should (or something it happening that is causing a communication breakdown).

    Also, the initial customer service reps don't really have enough power to actually do anything to resolve problems. They are basically just information drones. They will tell you the same thing that you can see by looking up your order online, and any information beyond that they either can't tell you or have to refer it to some other department who will call you back but never actually does. Frankly, when I call up customer service, the person that I talk to there should have the ability to bypass the system and create a replacement order after something is "sold out" online for an order that is hung up or having problems that stock was clearly allocated to in the first place. I can understand them saying "no" to putting in an order for someone who simply missed out on placing an order when things went online, but since they are CUSTOMER SERVICE REPRESENTATIVES.... I think they should have the ability to do things like PROVIDE CUSTOMER SERVICE.

    With very few exceptions, the extent of what they can do is just overly limited. They really need to be able to do more to actually help people who are having issues with their orders.


    ---------------------------------------------------------------------------------------------------
    SEPARATE ISSUE

    Getting charged Tax:


    I live in Illinois, and for the past couple of months (I believe it started in November) I've been getting charged tax on my orders.

    I never did call up customer service directly regarding this, but I know others who have and have gotten no where as to a response on why we are getting charged tax.

    I haven't bothered to call myself because I figure I won't get anywhere on the matter.

    I'm not aware of any new IL laws that require taxed to be charged, and the only time that tax is normally charged is if the company in question has a physical presence (like a store or an office) in the state that the order is being charged to. I'm not aware of Digital River or Mattel having a specific physical presence here (and I'm not sure which of these two companies the physical-presence tax law would apply to... I assume Mattel since I'm technically buying the figures from them, and DR is just fulfilling them).

    Basically what I want to know is whether or not I really should be getting charged tax, and if so, why (meaning what is the specific law/reason why the tax is being charged).

    If I truly am supposed to be charged tax by law on these orders, that's fine, but I want to make sure that I'm being charged tax because I'm really supposed to be (and I'd like the understand the basis as to WHY I am supposed to be), and not because Digital River has screwed something up for the 9 millionth time.

    I think that it would be nice if a list could be compiled of the states that get charged tax for Matty Collector orders and the reasoning as to why. It would make it easier for us to understand why were are being taxed and to identify if/when someone is getting charged tax and shouldn't be.
    Last edited by Dynamo of Eternia; February 17, 2010 at 08:49pm. Reason: Correcting some typos... WAY after the fact!
    ____________________________________________

    Leela: "What's the secret of time travel doing on Fry's ass?"
    Fry: "It was bound to be somewhere!"

  23. #23
    Heroic Warrior
    Join Date
    Jan 2009
    Posts
    593
    I live in Illinois, and when I started getting charged tax in November, I contacted DR and was refunded the tax.---------------------------------------------------------------------------------------------------
    SEPARATE ISSUE

    Getting charged Tax:


    I live in Illinois, and for the past couple of months (I believe it started in November) I've been getting charged tax on my orders.

    I never did call up customer service directly regarding this, but I know others who have and have gotten no where as to a response on why we are getting charged tax.

    I haven't bothered to call myself because I figure I won't get anywhere on the matter.

    I'm not aware of any new IL laws that require taxed to be charged, and the only time that tax is normally charged is if the company in question has a physical presence (like a store or an office) in the state that the order is being charged to. I'm not aware of Digital River or Mattel having a specific physical presence here (and I'm not sure which of these two companies the physical-presence tax law would apply to... I assume Mattel since I'm technically buying the figures from them, and DR is just fulfilling them).

    Basically what I want to know is whether or not I really should be getting charged tax, and if so, why (meaning what is the specific law/reason why the tax is being charged).

    If I truly am supposed to be charged tax by law on these orders, that's fine, but I want to make sure that I'm being charged tax because I'm really supposed to be (and I'd like the understand the basis as to WHY I am supposed to be), and not because Digital River has screwed something up for the 9 millionth time.

    I think that it would be nice if a list could be compiled of the states that get charged tax for Matty Collector orders and the reasoning as to why. It would make it easier for us to understand why were are being taxed and to identify if/when someone is getting charged tax and shouldn't be.[/QUOTE]

  24. #24
    Whomp, whomp! Rainboy's Avatar
    Join Date
    Jan 2009
    Location
    Portage, IN
    Posts
    619
    I read through this thread, and think that mine may take the cake thus far for being the worst horror story with DR's customer service.

    I ordered the subscription for the remainder of 2009. Before the sub began, I moved to a different address. I simply went on to Matty.com and updated my address, thinking that the figs would come to the new address. Once the first sub hit, it was sent to my old addy. I thought, no worries, I'll call them and make sure it's updated, and then go to the old address to pick it up. I got Webstor fine by making a trip to my old apt complex (thankfully), and when called DR, they told me it just takes a while for the change to go through. Well, I updated well over a month before the sub began, but whatever, maybe it was a fluke. Once the second figure, Teela, hit, I then again checked through UPS and the figure was shipped to my old addy. Went there, and they (the apt complex) claimed nobody by that name that signed worked at their facility. Making me think that the person who moved into my old apt signed for it, since sadly UPS does not have to have the name on the pkg for signature. I called DR/Matty, and again was informed they would update my address. I was told they would file a ticket to have Teela re-shipped to my new address.

    So, here we were now in Nov. and yet again, Scareglow was being shipped to my old addy. I called DR/Matty and they told me the address is correct, and they couldn't figure out why it's being shipped to my old address continually. I requested, like I did for Teela, a replacement, to which another ticket was filed.

    Finally, Randor comes along, and to my surprise he was shipped to my current address. Shortly after receiving him I contacted DR again to check that status of my replacement figures. They said it should be 72 hrs before I hear something back. Waited almost a week and never heard anything. I called again. This time, I requested a refund since nothing was being done about replacing the figs. They said (again) that after 72 hrs I would receive notification of my refund via email....72 hrs came and went, nothing had happened. I called and spoke with a supervisor this time. Now, I had 3 subscroptions purchased. After getting a mgr to understand what was happening, he decided to refund the amt for the two monthly figures (x3 subs). However, it took nearly 20 minutes to explain to him that I had 3 subs and thus (with shipping) should have been refunded roughly $70 x2 monthly figures I didn't get.

    Each time I called, I had to spend a minimum of ten minutes (no joke) explaining myself and the situation. It's very easy to understand....I ordered a sub, I moved, it therefore needs to be changed to my new address. Simple. Easy. So tell me why this was so hard for these reps to understand this? Part of customer service is understanding and resolving customers concerns. These are skills that the reps at DR apparently lack. I mean no disrespect towards the reps as people, but they have clearly hired the wrong folks to work in the customer service industry. I've never experienced such poor problem solving skills through customer service in my entire life. Even the manager I spoke to seemed to have a hard time resolving my issue.

    Something needs to change. Simply because of this whole fiasco I ended up cancelling my 2010 sub. These figures became nothing more than a huge headache.

  25. #25
    Evil Robotic Gimp Gimporama's Avatar
    Join Date
    Feb 2002
    Location
    Upper Coomera, Queensland
    Posts
    665
    I don't get a listing on my Matty order pages for my monthly subscription until after the 21st for the last 3 subscriptions. This means all my subs have shipped late.

    I assume it's because I changed my credit card details.

    I have emailed Mattycollector multiple times asking why I don't have a listing for my sub yet and all I get is a return email with a copy of the original subsciption.

    Why have an email service when they do not have the ability to resolve issues?

    I don't have a listing for Adora this month so I will have to pay up and call the U.S to find out why my subs are always late.

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