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Thread: Issues with Digital River Customer Service

  1. #326
    HeroicUniter PrinceAdam101's Avatar
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    My Panthor figure arrived today, and the helmet was not included in the package.

    I guess I call customer service???
    Etherian Rebel JOSH for the MOTUC (see my avatar)!

  2. #327
    Heroic Warrior dualban's Avatar
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    order history gone!?

    just changed my email address and then my order history is gone! This is a joke.

    I sent a ticket to ask what happened.

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  3. #328
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    Got my Panthor and Sy-Klone on Friday of last week and the box for Panthor (actual box, not white box) was beat to $#!% and I emailed them because I tend to keep my figures sealed.

    I got a response right away saying that they'd get back to me in 3-5 business days. I had to answer a question about what exactly I ordered (even though I gave them an order #) and if it seemed as though my package looked like it was opened durning shipping.

    It didn't and when I emailed that info back I just got the same thing about waiting for them to figure out a solution. It's not a huge deal, but I do not like that I'm seeing only complaints here in this thread and I'm probably going to follow this post up with "they couldn't help me and sent me a DCU figure".

    -Sam

  4. #329
    Heroic Warrior dualban's Avatar
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    DR or Matty or Shipping l is a messed up company. what the hell is going on. I send them a ticket because HSSS and BA Skeletor are missing. Now they are willing to send me HSSSSS but not BA Skeletor. BA Skeli is my fav figure from the vintage line.
    Iīm soooo angry.
    If I donīt get my march and april subscription soon Iīm calling my Bank to stop sending DR money from my CC.

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  5. #330
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    got this today:
    -------------------

    Thanks for ordering from MattyCollector.com on April 30, 2011!

    Your order is in the process of getting ready to ship and we'll send you a separate confirmation email to let you know when it leaves our warehouse. In the meantime, please save this email -- it's your "proof of purchase" until you get the shipping confirmation.

    Your card has been authorized for the total order amount, so look for on your billing statement. The full amount will be charged when the order is shipped.

    Here's a summary of your order:


    Order Information

    Order Date: April 30, 2011

    Product SKU Product Name Qty Ordered Amount
    ----------------------------------------------------------------------------------------------------
    T5809 PanthorŪ Figure 1 $30.00


    SubTotal: $30.00
    Shipping & Handling: $0.00
    Discount: 100%

    Tax: $0.00
    Total: $0.00
    Discount: $40.55

    ----------------------


    I'm happy!

  6. #331
    Eternian Trekkie Sallah's Avatar
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    One of my Sy-Klone's had a fused hip joint... I called on the 25th for a replacement, which was then shipped out on 4/27... and then everything went wrong. Here's my tracking page:


    5/2/2011 06:04 PM Enroute to Local USPS Facility SAN BERNARDINO, CA 92403
    5/2/2011 05:06 PM Enroute to Local USPS Facility SAN BERNARDINO, CA 92403
    5/2/2011 05:03 PM Enroute to Local USPS Facility SAN BERNARDINO, CA 92403
    5/2/2011 06:41 AM Missent MURRIETA, CA 92563
    5/2/2011 05:35 AM Arrival at USPS MURRIETA, CA 92563
    5/2/2011 02:20 AM Enroute to Local USPS Facility SAN BERNARDINO, CA 92403
    5/1/2011 12:29 AM Enroute to Local USPS Facility ROCHESTER, NY 14606
    4/30/2011 11:48 PM Enroute to Local USPS Facility ROCHESTER, NY 14606
    4/29/2011 07:20 PM Enroute to Local USPS Facility SAN FERNARDINO, CA 92403
    4/29/2011 06:53 AM Missent MURRIETA, CA 92563
    4/29/2011 01:08 PM Delivered MURRIETA, CA 92563
    4/29/2011 09:43 AM Out for Delivery MURRIETA, CA 92563
    4/29/2011 03:42 AM Arrival at USPS MURRIETA, CA 92563
    4/29/2011 03:42 AM Accepted by USPS MURRIETA, CA 92563
    4/27/2011 09:05 PM In transit Sparks, NV 89441
    4/27/2011 03:29 PM In transit Sparks, NV 89441
    4/27/2011 03:29 PM Electronic Shipping Sent to USPS
    4/27/2011 02:58 PM Arrived at Shipping Facility Sparks, NV 89441
    4/26/2011 01:25 AM Electronic Shipping Info Received Ontario, CA 91761

    Yeah... I live in Ohio. It's never been here, but it's been to Nevada, all over California, and even all the way over to New York. It was labeled for delivery in Murrieta, CA and then marked "Missent" not once, but twice!

    And when I called to find out where it was... I was told "maybe you should call USPS or something".

    Way to go Matty.

    Sallah

  7. #332
    Alcala Idolator Crusader's Avatar
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    Quote Originally Posted by Sallah View Post
    And when I called to find out where it was... I was told "maybe you should call USPS or something".

    Way to go Matty.
    Man, I couldn't stop laughing when I read this, but actually it's really, really sad. We shell out vast amounts of cash for these figures and Digital River sends them on a scenic route. For shame.

    I can relate to this, I'm still waiting for the february items ... in fact, I'm waiting for the replacement for the february items (since the original package got lost apparently) and now I'm beginning to suspect this replacement has gone down the drain as well. Anyhow, if I end up not getting them at all this will be the last time I subscribe to Club Eternia.

  8. #333
    Heroic Warrior dualban's Avatar
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    help me stop my subscription

    should I call my CC company to stop sending DR money?

    Im almost done with Matty.....

    1. I havenīt receive any March and April subscription yet. That makes 4 toys.

    2. I changed my email address, but they still send invoice to my old almost expired email.

    3. where is my order history at matty? gone!

    Catra will be my last figure if I donīt receive any of thoose March/April figs untill the end of the month.

    So... whatīs the best way to stop DR from taking my money?????

    I guess they donīt really care about international orders...

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  9. #334
    Heroic Warrior Stefan81's Avatar
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    all my items arrived today! no more missing orders. I`m so glad!
    A new Motu line, again at last!

  10. #335
    Heroic Warrior dualban's Avatar
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    Quote Originally Posted by Stefan81 View Post
    all my items arrived today! no more missing orders. I`m so glad!
    what are bragging for. this thread says "ISSUES with DR........"

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  11. #336
    Heroic Warrior Epicasino's Avatar
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    I still haven't received my reissue Evil Lyn from March...

  12. #337
    Heroic Warrior
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    How about some notification!!!!

    What the hell! They tried to take my money for the June subscription yesterday (6/9/11), 6 days before the toys come out and caused my bank to charge me a service charge of $15 because the funds were not available. I know they are trying to get the subscription characters out before the sale date, but how about they warn us when they are going to be charging our account. This really ****** me off!!

  13. #338
    The Original! guitargod694's Avatar
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    Quote Originally Posted by jaggerart View Post
    What the hell! They tried to take my money for the June subscription yesterday (6/9/11), 6 days before the toys come out and caused my bank to charge me a service charge of $15 because the funds were not available. I know they are trying to get the subscription characters out before the sale date, but how about they warn us when they are going to be charging our account. This really ****** me off!!
    Hmm, that is odd...
    most of us got an email a couple days ago indicating that the renewals were coming up.
    Did you not get this email?
    Does Matty/DR have your current/correct email address?
    Did you check your spam folder?
    Bill :: guitargod694

  14. #339
    Super Powered Mod! markatisu's Avatar
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    Quote Originally Posted by jaggerart View Post
    What the hell! They tried to take my money for the June subscription yesterday (6/9/11), 6 days before the toys come out and caused my bank to charge me a service charge of $15 because the funds were not available. I know they are trying to get the subscription characters out before the sale date, but how about they warn us when they are going to be charging our account. This really ****** me off!!
    I would check your junk mail, its odd you did not get the reminder since that is automatically triggered (its not a manual process)
    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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  15. #340
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    I got nothing. I even checked with my email provider. This is odd since I do get them every month and I haven't changed my email address in 10 years.

  16. #341
    The Original! guitargod694's Avatar
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    Quote Originally Posted by jaggerart View Post
    I got nothing. I even checked with my email provider. This is odd since I do get them every month and I haven't changed my email address in 10 years.
    Hmm, that is odd.
    They definitely went out, I got one.... Not that it helps you any.

    But I don't have any other suggestions for you.
    Bill :: guitargod694

  17. #342
    Heroic Warrior KingHiss's Avatar
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    I cannot get my address changed with these people. I have now had multiple calls with Digital River and I'm still unable to get my address changed despite the fact that every call has ended with them promising me the address is changed. My June subscriptions are shipping to my former address via UPS since DR failed to make the update. I even requested that they contact UPS to reroute which they promised me they would. This was three days ago and the address has not been changed. I just called Mattel customer service. They documented my experiences but said there is nothing they can do to change it. Unbelievable. Guess I need to go steal my figures off the porch of my former residence. This type of BS makes me want to just drop the line and cancel everything. Come on DR and Mattel. It's a simple address change. How many more "supervisors" do I need to speak with?
    Last edited by KingHiss; June 17, 2011 at 04:04pm.

  18. #343
    MOTU Addict/Horde Wannabe Spikewolfe's Avatar
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    Matty didn't renew my sub this month. No renewal notice, nor any charge on my card. There is an order submitted, but when I put into the customer service page, it comes up not found. I contacted customer service a few days ago, but only received an email saying that they got my email. Sad.

  19. #344
    Lycan
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    I just received my order of 10 figures with only 9 in a very crammed full box.
    Its as if they simply couldn't fit the last one in the box they chose so just left it out.. I've been charged AND Taxed on my complete order. I am not amused
    What next? It seems every month lately there is something..

  20. #345
    Court Magician rex_tech's Avatar
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    My Matty account never assoicated with a subscription, however, DR put through a charge of subscription renewal on my credit card, shipped the June figures (faceless-one and BG teela) to a guy located in UK!

    I was shock when I received the related "Order confirmation" and "Shipping confirmation" notices in my email.

    What on earth are they doing with billing and shipping?

    Emailed to DR, but no feedback!

  21. #346
    Heroic Warrior
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    Who do I need to contact (Missing Sub Items)

    I have yet to receive the Faceless One and Battleground Teela. I received my subscription renewel email for this month. I never received the confirmation or shipping emails.

    I have since been on the phone with 877-GO-MATTY reps with one rep telling me those figures were on pre-order status and to hold tight. It seems another rep "refreshed" the subscription order. I've been in back-and-forth emails that have seemingly gone nowhere and constantly get the "We are looking into resolving the issue"...

    In previous threads, I vaguely remember other support numbers being shared and being noted as "you should call this guy" if you have problems.

    Any help would be much appreciated

  22. #347
    Super Powered Mod! markatisu's Avatar
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    Quote Originally Posted by rex_tech View Post
    My Matty account never assoicated with a subscription, however, DR put through a charge of subscription renewal on my credit card, shipped the June figures (faceless-one and BG teela) to a guy located in UK!

    I was shock when I received the related "Order confirmation" and "Shipping confirmation" notices in my email.

    What on earth are they doing with billing and shipping?

    Emailed to DR, but no feedback!
    Quote Originally Posted by andrantos View Post
    I have yet to receive the Faceless One and Battleground Teela. I received my subscription renewel email for this month. I never received the confirmation or shipping emails.

    I have since been on the phone with 877-GO-MATTY reps with one rep telling me those figures were on pre-order status and to hold tight. It seems another rep "refreshed" the subscription order. I've been in back-and-forth emails that have seemingly gone nowhere and constantly get the "We are looking into resolving the issue"...

    In previous threads, I vaguely remember other support numbers being shared and being noted as "you should call this guy" if you have problems.

    Any help would be much appreciated
    Digital River Corporate 1-877-229-3743
    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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  23. #348
    Court Magician rex_tech's Avatar
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    Quote Originally Posted by markatisu View Post
    Digital River Corporate 1-877-229-3743
    thanks markatisu, but isn't that the 1-877-229-3743 only for dailing within North America? do they have a Outside North America number?

    thank you!

  24. #349
    Awesome Warrior Alexx's Avatar
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    Quote Originally Posted by andrantos View Post
    I have yet to receive the Faceless One and Battleground Teela. I received my subscription renewel email for this month. I never received the confirmation or shipping emails.

    I have since been on the phone with 877-GO-MATTY reps with one rep telling me those figures were on pre-order status and to hold tight. It seems another rep "refreshed" the subscription order. I've been in back-and-forth emails that have seemingly gone nowhere and constantly get the "We are looking into resolving the issue"...

    In previous threads, I vaguely remember other support numbers being shared and being noted as "you should call this guy" if you have problems.

    Any help would be much appreciated
    I'm having a similar problem. My renewal was sent on the seventh, but I have yet to see a single thing since. The submitted order is on the site, but like you, when I put the order number in, it said it wasn't found. All I've done is send an email so far, though. This is the first time anything like this has happened.
    "Since you got here by not thinking, it seems reasonable to expect that, in order to get out, you must start thinking." ~ Tock, the Watchdog

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  25. #350
    Heroic Warrior
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    Quote Originally Posted by markatisu View Post
    Digital River Corporate 1-877-229-3743
    Thank you! I called them today and I feel more confident that this will all get resolved. The rep seemed to have a better understanding of this works.

    Quote Originally Posted by Alexx View Post
    I'm having a similar problem. My renewal was sent on the seventh, but I have yet to see a single thing since. The submitted order is on the site, but like you, when I put the order number in, it said it wasn't found. All I've done is send an email so far, though. This is the first time anything like this has happened.
    I highly recommend you call Digital River Corporate and see if you can get it resolved that way. The emails went absolutely no where and they weren't very responsive (2-3 days between emails).

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