Issues with Digital River Customer Service

[PrinceAdam101]

My Panthor figure arrived today, and the helmet was not included in the package.

I guess I call customer service???

[dualban]

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

I sent a ticket to ask what happened.

[qeelocke]

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

[dualban]

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.
I´m soooo angry.
If I don´t get my march and april subscription soon I´m calling my Bank to stop sending DR money from my CC.

[qeelocke]

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 Panthor® 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!

[Sallah]

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

[Crusader]

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.

[dualban]

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

Im almost done with Matty.....

1. I haven´t 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 don´t receive any of thoose March/April figs untill the end of the month.

So... what´s the best way to stop DR from taking my money?????

I guess they don´t really care about international orders...

[Stefan81]

all my items arrived today! no more missing orders. I`m so glad!

[dualban]

all my items arrived today! no more missing orders. I`m so glad!

what are bragging for. this thread says "ISSUES with DR........"

[Epicasino]

I still haven't received my reissue Evil Lyn from March...

[jaggerart]

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!!

[guitargod694]

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?

[markatisu]

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)

[jaggerart]

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.

[guitargod694]

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.

[KingHiss]

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?

[Spikewolfe]

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.

[Havoc]

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

[rex_tech]

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!

[andrantos]

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

[markatisu]

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!

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

[rex_tech]

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!

[Alexx]

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.

[andrantos]

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.

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).