Issues with Digital River Customer Service

[Cammor]

Well,
Having my first issue with Digital River.
I ordered B. P. She Ra on July 2nd along with a couple of WWE figures.
I paid for faster UPS shipping.
Nothing yet. I called over a week ago to find out why it wasn't shipping.
One of the WWE figures was out of stock (though it still says in stock on the Matty site).
So, I asked if they would just cancel that figure so the rest could ship. They said NO, they could not cancel the order or part of the order.
They said they would put in a ticker for this on July 11th.
I got an email about shipping for my STINKOR DOS figure instead.
So, other than that, nothing.
I called back today.
The same figure is still not in stock but there is nothing they can do. They cannot cancel the out of stock part of my order.
My bank can cancel the entire thing, though.
I was told if I canceled the sale through my bank that I could never order from the site again.

It was difficult understanding the woman today as her accent was really, really thick. I usually don't have issue with accents but today was not good.

So, has anyone else experienced this? Anyone else have luck / no luck trying to get rid of part of an order that is Out of Stock?

I know, I know... first world problem but I am still a little Frustrated...

[darkmoon766]

Well,
Having my first issue with Digital River.
I ordered B. P. She Ra on July 2nd along with a couple of WWE figures.
I paid for faster UPS shipping.
Nothing yet. I called over a week ago to find out why it wasn't shipping.
One of the WWE figures was out of stock (though it still says in stock on the Matty site).
So, I asked if they would just cancel that figure so the rest could ship. They said NO, they could not cancel the order or part of the order.
They said they would put in a ticker for this on July 11th.
I got an email about shipping for my STINKOR DOS figure instead.
So, other than that, nothing.
I called back today.
The same figure is still not in stock but there is nothing they can do. They cannot cancel the out of stock part of my order.
My bank can cancel the entire thing, though.
I was told if I canceled the sale through my bank that I could never order from the site again.

It was difficult understanding the woman today as her accent was really, really thick. I usually don't have issue with accents but today was not good.

So, has anyone else experienced this? Anyone else have luck / no luck trying to get rid of part of an order that is Out of Stock?

I know, I know... first world problem but I am still a little Frustrated...

This is ridiculous. They never get back to you, they offer you no solutions, and threaten to make sure you can never give them any business. So much for that revamped customer service. Call and demand to speak to the U.S. team if you really want that resolved. Or you could just dump the line and go secondary market which will have real customer service, like a sane person.

[Gronkalonka]

Hi, here is my first problem with digital river.

Im an international client, so buying a sub is a little bit hard for me but i finally got one. The purchasing was going well but in may mail account i recibed two order confirmations.....WTF1??!!I wrote a mail to the customer service and they told me that they were not able to cancel one of the two orders because they are purchased automatically....but i only bought 1 subscription...so they finally told me that the ONLY way to cancel one of the two subscriptions i will have was to refuse one of the paiments at the Bank...WTF2!!!

The funniest thing is that in my mail, y got only one code to the fan voting process....so i dont know if finally got one subscription or two...and considering that im an internacional client and im making an extra effort fot MOTUC.....its a shame.

[Lookie]

The funniest thing is that in my mail, y got only one code to the fan voting process....so i dont know if finally got one subscription or two...and considering that im an internacional client and im making an extra effort fot MOTUC.....its a shame.

The worst part is that DR doesn't seem to know either. Hey Scott, if you are looking for why subscriptions are down, might I suggest scanning this thread. People don't like to be jerked around by "customer service" representatives.

[dorrmann]

Hi, here is my first problem with digital river.

Im an international client, so buying a sub is a little bit hard for me but i finally got one. The purchasing was going well but in may mail account i recibed two order confirmations.....WTF1??!!I wrote a mail to the customer service and they told me that they were not able to cancel one of the two orders because they are purchased automatically....but i only bought 1 subscription...so they finally told me that the ONLY way to cancel one of the two subscriptions i will have was to refuse one of the paiments at the Bank...WTF2!!!

The funniest thing is that in my mail, y got only one code to the fan voting process....so i dont know if finally got one subscription or two...and considering that im an internacional client and im making an extra effort fot MOTUC.....its a shame.

Request to speak to a supervisor. They can cancel one.

[Dr Kain]

So Digital River has no idea what is going on in their world.

I was charged and shipped 2 subscriptions for DCU this month (Rocket Red and Starman). I called them up and spoke to Brandon about it, so he set it up to cancel the "second subscription" (which makes me nervous that he cancelled my only subscription) and got set it up for UPS to come pick up the package. Well, he didn't give UPS my apartment number, and when I called them up, they told me to contact DR. So I emailed them and the email I get back is, "Why do you need to return this order?"

SERIOUSLY?

I emailed them back telling them "Because it is a duplicate order. Read your notes, talk to Brandon if you need to know more. It isn't rocket science." So of course, they email me back telling me where to send the return to, and that I have to pay to have it shipped back. DOUBLE SERIOUSLY??

An hour later, UPS showed up with the label to collect the package.

This company has no freaking idea what they are even doing internally, and they are paid to be this idiotic. In some ways, I want the subscriptions to fail and not happen next year so I don't have to deal with their stupidity anymore.

[Sallah]

I wish that everybody who is getting talked into buying a sub would take a long hard look at this thread before handing over their credit card numbers...

I am all for MOTUC continuing for those still with the line, but if you're buying to help the cause you need to know what you are getting into here.

Sallah

[He-Dude]

So Digital River has no idea what is going on in their world.


I emailed them back telling them "Because it is a duplicate order. Read your notes, talk to Brandon if you need to know more. It isn't rocket science." In some ways, I want the subscriptions to fail and not happen next year so I don't have to deal with their stupidity anymore.

You need to work on your tact... almost everything you post is negative. Put yourself in time out and don't bother people until you can be more positive about anything... ANYTHING at all.

[Cammor]

Okay, HOW do I contact the U.S. team?
I am sick of dealing with the 877-Go-Matty team as I keep getting told the same thing: Your item should ship this week or next week (since July 2nd).
I asked them today for the number of the U.S. team and they told me that I cannot have it.
What the Crap?

[Hellvertz]

I was given this number months ago when the subs auto cancel fiasco happened.
Try it out: 952-253-1234

[Cammor]

I was given this number months ago when the subs auto cancel fiasco happened.
Try it out: 952-253-1234

Sadly, this takes me back to the same place....



Thanks, though!

- - - -

UPDATE: FINALLY got to speak to someone in US dept and it helped, I think!
I wish I would've known to try the US team weeks ago.

[darkmoon766]

I wish that everybody who is getting talked into buying a sub would take a long hard look at this thread before handing over their credit card numbers...

I am all for MOTUC continuing for those still with the line, but if you're buying to help the cause you need to know what you are getting into here.

Sallah

Well said. Caveat emptor indeed.

[Strongdar, Master of Acom]

My order from Monday the 23rd After Party Sale still hasn't shipped. I placed it at 12:08 PM ET on Monday, very early. I e-mailed Matty customer service this weekend and they said it will be shipping soon. Is anyone else in this same boat with their After Party order?

- - - Updated - - -

Finally got the shipping notice at 3 AM this morning. Woo-hoo!

[knight19]

I wish they could revise the return process. Sending UPS to pick-up defective figures is great when it works out, but it would be nice to have the option to receive a pre-paid return label and drop this off at a local UPS store. I live in an apartment and I don't feel comfortable leaving the box on my doorstep for UPS to retrieve. I have started using the apartment office (since the staff are ok with it) as the pick-up point, but still, not an ideal solution.

[optibotimus]

So i finally got my refund for the b.s. that was the Griffin. It took them 15 days when they told me it would only take 5-7. Again, this is why things are failing miserably for just about every line Matty gives to us. Sure the figures are terrific...but no one wants to buy things from a company that constantly screws with them. The cost increase doesn't matter. Collectors will pay a lot of money for QUALITY. Look at Hot Toys. I listened to my first over Roast Goober podcast or whatever it's called, and listened to Scott say how if a defective item is received, it's an easy fix. Send it back and they'll replace it. That's a lie. I notified them of my defect while the figure was still available to buy. It sold out subsequently, but i wasn't given a replacement figure. They decided to just give me a refund instead. A refund that even by their timetable, was extremely late. DR is the biggest reason why your toy lines are dying Matty.

[Darkspecter]

I want to share my excellent experience with Digital River!

My June parcel got lost in the mail (Snake Man-At-Arms, Horde Prime and Griffin). I called, but I wasn't sure the woman I spoke with knew what she was doing (she didn't sound confident about what she was saying and I never got my e-mail confirmation with ticket number from her), so I e-mailed and explained my situation. They e-mailed back the same day (July 31st) and asked for some additional info. They replied again today (August 1st) and gave me a ticket number regarding the issue and I would hear back within 5-7 business days.

The same day, I got an "order confirmation" for all 3 items that did not arrive. My issue has been completely solved with 2 e-mails, in almost 1 day. That's amazing! Whenever I had issues before, it seemed to take 4-6 e-mails and a few phone calls to fix any issue. I REALLY think Digital River is improving, or it's the U.S.-based team. Anyway, A+ service. I recommend e-mailing about any of your problems here:

https://www.mattycollector.com/store...S&SiteID=matty

I always include my order number in the text box, when describing my issue.

I have always found e-mailing about your problem gets better results. Just wanted to make sure I let everyone know I had very good service from Digital River and I got it via the e-mail form.

[Swifty]

I had a very similar experience to Darkspecter just today. My May DOS order (Man-At-Arms and 5 Snake Mountain sets) was lost during the transfer from Newgistics to the USPS. After exhausting my options with both of them I contacted digital river. Today was my third phone call (after twice being assured I would receive an e-mail in 5-7 days about a replacement). I was told it that it was not accepted because the item was delivered --- even though the tracking information does not state that. After holding for a supervisor for a lengthy time I hung up in disgust. I then sent a PM to an admin on MattyCollector explaining my issue and how I could get in touch with the new U.S. based team. I promptly received an e-mail stating he would pass it along to them and it would be taken care of. Just 5 minutes ago I received an order confirmation showing the replacement order has gone through. I don't know why this small U.S. team can do things so quickly but I will reiterate what Darkspecter said --- DO NOT CALL DR for these types of issues. E-mail someone at MattyCollector!

[Dr Kain]

How long does it take them to refund soemthing? They received my duplicate order return last Friday and I have yet to be refunded for it.

[Tundra_Torque]

I hope that I had a positive experience with Digital River today. I needed to change my shipping and billing address on my 2 subs (30th Anniv and Club Eternia). I called and 8 minutes later, everything was changed.

I'm not sure if it was successful because I've been down this road before and nothing was changed. However, my new shipping / billing address has been updated on their website as my Default addresses. I won't be totally relieved until the August figures arrive...

[Serpentor]

I'm having a very irritating issue with these guys. I just bought a 2013 sub and really want to change from regular international shipping to DHL, which I never really considered before I placed the order, but apparently they can't amend this option, despite the fact that no actual figures will be shipped until next year! When I email them, they come across as very scripted and there seems to be a bit of misunderstanding on their part, almost like a language barrier.

[MOTKenniverse]

I'm sure you all received this email, but if you didn't:

Please Read: A special message about your MattyCollector.com experience from Digital River.

Dear MattyCollector.com Customers,

The Digital River Team has heard you loud and clear and we would like to openly address the feedback that you have provided regarding your experience on MattyCollector.com.

We realize that there have been some challenges. And we want you to know that we are fully committed to providing you not only with an easier and simpler way to manage your subscriptions to our clubs, but also an improved customer service experience. The good news is that we have already taken steps in this direction, and are planning on making even more enhancements in the coming months. Here's how…

Shorter response times: In fact, customer service response times have been reduced by over 70% during the last few months. And based on the recent feedback from customers, we believe you are seeing the improvements as well!
Increased emphasis on first call resolution: We've stepped up MattyCollector.com-specific training for our customer service agents so we can address your questions on your first call. This will be an ongoing focus of ours as we realize it is very important to you.
Easier subscription management: We are pleased to announce that we will be presenting you with a fully tested and certified self-service subscription management feature in late fall of 2012, ensuring that it is fully available for our 2013 subscriptions! What does this mean? You will be able to log in to your account and manage your own subscriptions with ease. Updating your credit card, as well as your billing and shipping addresses will be simple and under your complete control. You also will be able to combine your subscriptions for one monthly shipment. (Of course, if you want to ship your subscription figures separately, you will be able to do that, too!) Our goal is to ensure that you have the tools to easily control your subscriptions via Mattycollector.com.
Early access exclusively for subscribers: We are presenting our 2013 subscribers with all-new functionality that enables them to buy non-subscription products before they are available to the general public! We believe this will be a huge perk and an absolute bonus for subscription customers.
Together with Mattel, we are confident that the challenges that you have seen in the past will be just that… a thing of the past. In the meantime, we are looking at new ideas for collecting and addressing your feedback, such as surveys, and we will update you regularly on our progress.

We appreciate all the feedback that you, the fans, have provided and look forward to providing you with the best experience possible.

Regards,
The Digital River Team

[lorre001]

maybe this question is allready somewhere, but there are som many post on shipments these days, a new one might be better for me.

i read all kind of horror stories about contacting DR by phone. Also i red somewhere when you want to change the shipment adress, its only telephone and no mail. I was wondering if that is true, because changing shipmentadress by phone seems a bit hard as its an Dutch adress.

i hope somebody knows more.
hope to hear, thanks

L.

[Dr Kain]

Oh my god, these people are... they are pretty much a corporation of Homer Simpson. I just got this email from them:

Thanks for ordering from MattyCollector.com. At your request, we've initiated a return request authorization. This authorization will expire in 30 days. We want to make sure you're properly credited, so please return the product(s) on or before the Return Due By date below.

Here's a summary of your return:

Um...

Returned On:
Friday, 07/27/2012 at 10:30 A.M.
Left At: Dock
Signed By: BRENT

I still have yet to be refunded, but seriously, what is wrong with this company?

[TheFallen]

I'm having a very irritating issue with these guys. I just bought a 2013 sub and really want to change from regular international shipping to DHL, which I never really considered before I placed the order, but apparently they can't amend this option, despite the fact that no actual figures will be shipped until next year! When I email them, they come across as very scripted and there seems to be a bit of misunderstanding on their part, almost like a language barrier.

I went through the exact same scenario as you. I wanted to change my shipping to DHL but the CS rep has no idea what I am talking about.

[Azrael]

Just curious and if anyone knows. Does DR still ship their items out of Ontario California?
Because I ordered 2 items July 31 and I live in state , 30 minutes from Ontario to be exact.
That means my item should only take a day to arrive. However according to my tracking #
my Items were shipped to Sparks Nevada to be delivered to Beaumont California. So did they
change spots or did the shippers totally bypass my location, take it to another state and then
plan of bringing it back to California to deliver it? Any insight that can be shed on this would
be greatly appreciated.