Initial Business Response /* (1000, 5, 2015/03/11) */
Digital River, Inc("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a productThe complaint states that the customer believes the product did not function as advertised and that the customer has
not been able to obtain a refundAs such, the customer requests a full refund for the purchase price
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internetDR customer service has located the customer's order and has issued a refund for the full purchase priceThe customer can expect to see this reflected in their account within the next 5-business days
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Business Response /* (1000, 5, 2016/01/13) */
Digital River, Inc("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software productThe complaint states that the customer believes the product was an unauthorized charge to the customer's
account, and as such the customer requests a refund
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet
DR customer service has located the customer's order, and DR customer service records indicate that a refund was processed on 1/5/The customer can expect to see this reflected in their account in the next 3-business daysUnfortunately, DR is unable to reimburse the customer for time spent on the issueDR customer service has further indicated that the auto renewal for the product has been cancelled, and therefore will not renew again in the future
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Consumer Rebuttal /* (3000, 7, 2016/01/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My credit card was canceled because of their malicious software chargeThey have absolutely no right to charge my credit card without notifying me firstI did not receive any mail or phone call or even an email before they charge my credit cardIf my credit card company had not canceled my credit card they would've gotten away with charging my card and I would've paid the bill without even knowing about the charge
Final Consumer Response /* (2000, 8, 2016/01/15) */
Initial Business Response /* (1000, 5, 2015/05/07) */
Digital River, Inc("DR") is in receipt of a complaint from a customer regarding a productThe complaint states that the customer that they have been unable to obtain a refund
By way of reference, DR provides outsourced
ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internetDR customer service has been unable to locate the customer or their order with the information provided and asks that the customer provide further information regard the customer's complaintSpecifically, the order number, email address, and product name
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Business Response /* (1000, 7, 2014/02/24) */
Digital River, Inc("DR") is receipt of a complaint from a customer regarding the customer's pre-order of two productsThe complaint states that the customer believes that they were not informed that the items would ship on the last
product's release dateAs such, the customer requests that the orders receive expedited shipping free of additional charges
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet
Per DR customer service records, the order for the two products was never completedPlease provide an order number from a completed order, or place and complete an order through the online store
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Final Consumer Response /* (3000, 9, 2014/02/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The products were ordered and I received the order number and submitted payment and billing informationWhat I do not understand is why DR did not process the order
Final Business Response /* (4000, 11, 2014/03/03) */
Digital River, Inc("DR") is receipt of a counter-complaint from a customer regarding the customer's pre-order of two productsThe complaint states that the customer believes that their orders have not been processedAs such, the customer requests that the orders be processed
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet
Per DR customer service records, the order for the two products was not completed and payment has not been submittedIf the customer believes they have been charged for the products, they must provide a copy of their bank account statement showing that they have been charged so that DR customer service may locate the payment and further assist with this order
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer’s request for a refund. The complaint states that the customer has requested a refund on several occasions but has yet to be refunded. As such, the customer is requesting a full
refund By way of reference, DR provides outsourced e-commerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. The software’s publisher handles technical support for this product. DR customer service is in the process of issuing the customer a full refund for the product purchasedIn order to do so, DR customer service requires additional information from the customer in order to issue the refund on this product. DR customer service has contacted the customer by email requesting the additional information. DR apologizes for any inconvenience experienced by the customer Sincerely, Digital River, Inc
Initial Business Response /* (1000, 5, 2014/07/28) */
Digital River, Inc("DR") is in receipt of a complaint from a customer regarding the customer's purchase of engineering support servicesThe complaint states that the customer believes the services did not remedy the problemsAs
such, the customer requests a full refund for the purchase price of those services
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internetDR does not provide engineering support services and cannot comment on the agents and representatives actions
DR customer service is unable to determine the correct order in which the customer is requesting a refund for with the information providedDR customer service asks that the customer provide more details regarding their purchase so that DR customer service may locate the correct order and process a refund
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Consumer Rebuttal /* (3000, 7, 2014/08/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My issues:
Avast's program that I subscribe to failed to block a malware attack, did alert me to its presence, but said everything was fineI quickly realize this was not the case and called Avast for support
I was initially pressured to purchase a service with a software engineer, and then eventually was convinced I needed it after calling back to get a different representative
I was sold time with these software engineers (you can hear that multiple times if you listen to the conversation recordings)These "engineers" dismissed my questions throughout their service, indicating more than anything a lack of knowledgeThey seemed like people that are just trained to run a remote access front end
3aSidenote: That remote access front end software was left on my computer following the service
The service I received was inept, lazy, rude at times, and wholly ineffectiveMalware Bytes found active malware on my computer the next day
One representative asked me for the password ** my computer and also made comments throughout the conversation pertaining to programs (games) he saw on my computerTo me these are both violations of my privacy and at the very least - extremely unprofessional on his part (if conversations are recorded, these are all on record)
5aSidenote: This was before I realized this was an outsourced serviceI am even more insecure about my internet security now given the given context and the fact that these people on my computer had access to my professional documents for as long as they needed to do anything they wanted)Again, he asked for my password and the conversations logs will indicate he was interested in more than just what he was being paid to be interested in
I asked for a refund the day of and they explained the contract was "best effort"
Below is a copy of the invoice
Order Date: 7/16/
Order reference number: XXXXXXXXXXX
Billing Address:
*** ***
XXXth *** *** **
*** ** XXXXX
US
Quantity Product Name Price Extended Price
avast! Total Support - PC, Year
Platform:Other
Other
$$
Total $
Tax $
Total $
I still want a full refund, Avast scammed me big time
Final Business Response /* (4000, 9, 2014/08/13) */
Digital River, Inc("DR") is in receipt of a counter-complaint from a customer regarding the customer's purchase of engineering support servicesThe complaint states that the customer believes the services did not remedy the problemsAs such, the customer requests a full refund for the purchase price of those services
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internetDR does not provide engineering support services and cannot comment on the agents and representatives actions
DR customer service has located the customer's order and has issued a refund for the purchase price of the servicesThe customer can expect to see this reflected in their account in 3-business days
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Business Response /* (1000, 5, 2016/02/18) */
Digital River, Inc("DR") is in receipt of a complaint from a customer regarding the customer's concern over alleged fraudulent activityThe complaint states that the customer believes her and her mother were the victims of a
fraudulent scheme
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internetThe software's publisher handles technical support for this product
As such, DR is investigating these alleged fraudulent charges due to the fact that DR was a victim of the fraud as wellDR has reversed the transactions as quickly as possible and will continue to investigate this issue further
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/02/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/07/28) */
Digital River, Inc("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software productThe complaint states that the customer believes the product did not function as advertised and that the
customer has not been able to obtain a refundAs such, the customer requests a refund
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet
DR customer service has been unable to locate the customer's order with the information provided and asks that the customer provide further information, specifically the order number
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Business Response /* (1000, 5, 2015/09/21) */
Digital River, Inc("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software productThe complaint states that the customer believes the product did not function as advertised, and
additionally that the customer believes they requested the cancellation of their auto renewal for the productThe complaint further states that the customer believes a charge was made to their account after the auto renewal was cancelled, and that the customer has been unable to obtain a refundAs such, the customer requests a refund
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet
DR customer service has located the customer's order, and a refund has been processedThe customer can expect to see this reflected in their account within the next 3-business days
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Consumer Rebuttal /* (2000, 9, 2015/09/28) */
Initial Business Response /* (1000, 5, 2015/09/02) */
Digital River, Inc("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software productThe complaint states that the customer believes the product did not function as advertised, and that the
customer has been unable to obtain a refundAs such, the customer requests a refund
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet
DR customer service has located the customer's order placed on August 22, 2015, and a refund has been processedThe customer can expect to see these funds reflected in their account within the next 3-business days
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Consumer Rebuttal /* (2000, 7, 2015/09/08) */
Initial Business Response /* (1000, 5, 2014/06/27) */
Digital River, Inc("DR") is in receipt of a complaint from a customer regarding the customer's renewal of an anti-virus software productThe complaint states that the customer believes the software subscription was cut five days
shortThe customer also believes that there was an unauthorized renewal charge, which the customer believes lead to a bank fee charged to them for insufficient fundsAs such, the customer requests a prorated rate for the remaining five days and requests a reimbursement for the fee the bank charged them
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet
DR customer service has been unable to locate the order with the information provided by the customerDR customer services asks that the customer provide the email address used on their order and their order number so that the order may be located to further assist
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Consumer Rebuttal /* (3000, 7, 2014/07/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Just acknowledgment of receipt of my Complaint does not resolve the matterOn 7-1-at around 2:p.mI spoke with a *** a represen-tative of the Company, and was assured that the matter would be amicably resolved via at least one of the Insufficient Funds Charges from my Bank would be reimbursed and that I would receive an email with a link from him that would allow me to renew my subscription for the product at the Original purchase price of $and not the amount charged in Error charge - $173.69, but to date I have not received the action assured that would take place to allow the matter to be considered resolved.Until I receive what I was assured I would, I cannot consider the matter to be resolved
Final Business Response /* (4000, 9, 2014/07/14) */
Digital River, Inc("DR") is in receipt of a counter-complaint from a customer regarding the customer's renewal of an anti-virus software productThe complaint states that the customer believes that they did not receive a replacement product and that they customer did not receive a refund for the fees charged to them by their bankAs such, the customer requests this full refund and replacement
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet
With the additional information the customer provided, DR customer service located the customer's orderA link to replace the customer's product at the correct price was sent on July 7, at the discounted priceIn order to refund the bank fees DR customer service asks that the customer provide the order number of their replacement productUpon receipt of this new order number, DR customer service will be able to refund the $in over draft fees to the customer by taking it off of their new order's purchase price
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Business Response /* (1000, 20, 2014/07/28) */
Digital River, Inc("DR") is in receipt of a second counter-complaint from a customer regarding the customer's renewal of an anti-virus software productThe complaint states that the customer believes that they did not receive a replacement product and that they customer did not receive a refund for the fees charged to them by their bankAs such, the customer requests this full refund and replacement
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet
DR customer service is waiting for the customer to place the new order at the correct priceIn order to refund the bank fees DR customer service asks that the customer provide the order number of their replacement productUpon receipt of this new order number, DR customer service will be able to refund the $in over draft fees to the customer by taking it off of their new order's purchase price
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Consumer Response /* (3000, 22, 2014/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In initially speaking with the Company's Representative *** *** about the matter, I was "assured that I would receive a Refund of the Bank Overdraft Charge ($35.00) I was force to incur due to the Company's Premature Renewal on 6-19-14", but now *** has decided at the last minute to change the condition in which I would receive the RefundIt's as if I and my Refund are being held captive until I Renew Subscription with the Company and to just ignore having been treated so Unprofessionally by its employeesI "did not agree with the NEW Term as to how my Refund would be submitted to me"Therefore, I want the Original Agreement Upheld and not be forced to rush to do business with a Company whose interest is truly not Satisfying the CustomerAt this point I am not certain if I will renew or not considering how poorly I have already been treated by DR/***"My Five Remaining Days of Coverage was Never restored nor did I receive any compensation for them either", and now I am presently being "bombarded with interference whenever I use my Computer with different messages from the Company all day and night and it has also been indicated that the Data Base Update is experiencing difficulty due to my allegedly having the program illegally, when in actuality the Key to the program is Locked by the Company and even interfered with my being able to download the Thirty Day TrialThe Company knew with the Key Block on the Account "that I would not be able to download the Thirty Day Free Trial, yet it instructed me to do so on several different occasions" and then keep sending me messages that the Trial Period has Ended (??) - I was prevented from taking advantage of the offer so how could the period End??? I am still at the stage of considering if I want to continue to do business with the Company as I have since "2009" or not, but it should not have any affect on my Refund being forwarded to me as Originally Agreed
Business Response /* (4000, 24, 2014/08/08) */
Digital River, Inc("DR") is in receipt of a third counter-complaint from a customer regarding the customer's renewal of an anti-virus software productThe complaint states that the customer believes that they did not receive a replacement product and that they customer did not receive a refund for the fees charged to them by their bankAs such, the customer requests this full refund and replacement
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet
DR customer service is waiting for the customer to place the new order at the correct priceIn order to refund the bank fees the customer needs to place a new order because DR's system is unable to refund more than the amount that the order was originally charged forBecause the original order has already been refunded, DR customer service cannot process a refund for more than that original amountUpon receipt of a new order number, DR customer service will be able to refund the $in over draft fees to the customer by taking it off of their new order's purchase priceDR customer service does not have an alternative way to refund the charges from the customer's bank
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Business Response /* (1000, 5, 2015/04/09) */
Digital River ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product and subsequent automatic renewal of such productThe customer states in the complaint that they have been unable
to obtain a refundAs such, the customer requests a refund for purchase price
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet
DR customer service has located the customerHowever, there is a dispute for this order, which prevents DR customer service from taking any action with the fundsDR customer service requests that the customer clear this dispute so that a full refund may be processed for this orderPlease notify DR via the Revdex.com or by calling our customer service once this dispute has been dropped
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Consumer Rebuttal /* (3000, 7, 2015/04/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
DR customer service had to take an action to refund money $to me, DR did not need me to clear this disputeThis is the prolong time and DR plays this for so long since January
** *** **
Final Business Response /* (4000, 9, 2015/04/15) */
Digital River ("DR") is in receipt of a counter-complaint from a customer regarding the customer's purchase of a software product and subsequent automatic renewal of such productThe customer states in the complaint that they have been unable to obtain a refundAs such, the customer requests a refund for purchase price
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet
Unfortunately, there is a dispute for this order with the customer's bankWhen a dispute is issued to the bank by the customer the bank removes the funds from DR's possessionThis prevents DR customer service from refunding the fundsDR customer service requests that the customer work with their bank to clear this dispute so that a full refund may be processed for this orderPlease notify DR via the Revdex.com or by calling our customer service once this dispute has been dropped
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Final Consumer Response /* (3000, 11, 2015/04/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not know what the customer's bank is, how I can remove my dispute from the bank to clear this dispute
The DR always create a headache for the customerThat is why I need to refund my money
Initial Business Response /* (1000, 5, 2015/11/05) */
Digital River, Inc("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software productThe complaint states that the customer believes the product did not function as advertised, and as such,
the customer requests a refund in the amount of $
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet
DR customer service has located the customer's October 29, order, and a refund for that order has been processedThe customer should see this reflected in their account in the next 3-business days
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Consumer Rebuttal /* (2000, 7, 2015/11/16) */
Initial Business Response /* (1000, 7, 2014/07/28) */
Digital River, Inc("DR") is in receipt of a complaint from a customer regarding the customer's renewal of a software productThe complaint states that the customer believes they have not been using the software product and that they
were unaware of the recurring chargesAs such, the customer requests a refund for the automatic renewals for the past two years
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet
DR customer service has been unable to locate any orders with the information provided by the customerDR asks that the customer provide further information regarding this order, including: the original order number and email address under which the order was placedOnce the order can be located, DR would be happy to refund the customer for the renewal price
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Consumer Rebuttal /* (3000, 9, 2014/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I haven't used this product in so long I don't have either the original order number or remember the email address I was using at the time
However you are able to charge this auto renewal amount, I have no ideaI regret not realizing this $was coming out of our account for yearsIf you have enough information on my former account to continue charging this amount, then it must be possible to stop doing so
I ask that you refund $to me for the two years I have been aggravated by this matter
Thank you
Final Business Response /* (4000, 11, 2014/08/07) */
Digital River, Inc("DR") is in receipt of a counter-complaint from a customer regarding the customer's renewal of a software productThe complaint states that the customer believes they have not been using the software product and that they were unaware of the recurring chargesAs such, the customer requests a refund for the automatic renewals for the past two years
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet
DR customer service has been unable to locate any orders with the information provided by the customerBecause the customer cannot locate the email address used to make the purchase or order number associated with the purchase, DR customer service asks that the customer provide the credit card number used to make the original purchaseThis can be obtained from your credit card companyDR asks that the customer DOES NOT paste the credit card number in their response hereInstead reply with the phone number where DR customer service may call the customer to obtain this information
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Business Response /* (1000, 5, 2016/03/18) */
Digital River, Inc("DR") is in receipt of a complaint from a customer regarding the customer's request for a refundThe complaint states that the customer believes he was charged for a product he did not purchaseAs such, the
customer is requesting a full refund for the amount charged to his credit card
By way of reference, DR provides outsourced e-commerce reselling services to product manufacturers and developers to assist them in selling their products on the internetThe software's publisher handles technical support for this product
Per the customer's request, DR customer service issued the customer a full refund on March 18, This credit should appear in the customer's account within 5-business days
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/03/22) */
Initial Business Response /* (1000, 5, 2015/03/09) */
Digital River, Inc("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a productThe complaint states that the customer believes the product did not function as advertised and that the customer has
not been able to obtain a refundAs such, the customer requests a full refund for the purchase price
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internetDR customer service has located the customer's order and has issued a refund for the full purchase priceThe customer can expect to see this reflected in their account within the next 5-business days
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Business Response /* (1000, 5, 2014/03/17) */
Digital River, Inc("DR") is in receipt of a complaint from a customer regarding the customer's cancelled subscriptionThe customer believes that she cancelled her subscription and was told that she would be refunded for the
subscription amountThe customer states that she has had trouble securing this refund and has been unable to do soAs such, the customer requests receipt of the refund that was promised to her
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internetDR customer service has located the customer's order placed on January 23, DR customer service has issued a refund and the customer can expect to see this reflected in her account within 3-business days
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Business Response /* (1000, 5, 2014/06/11) */
Digital River, Inc("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a productThe complaint states that the customer believes they did not function as advertised upon deliveryAs such, the
customer requests a replacement product
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internetUnfortunately, DR does not handle customer service for Samsung Electronics America
Customer Service URL: http://www.samsung.com/us/support/contact
Customer Services Phone: XXX-XXX-XXXX
Hours: 9AM-9PM, days/week
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Consumer Rebuttal /* (3000, 7, 2014/06/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
DR advertises that they are a Samsung direct dealerWe never talked to Samsung since we were misled by DR advertising that they sell Samsung directDR got the money that we sent therefore they should resolve any issues that the customer hasWe had no direct contact with the manufacturer and were not aware that they were reselling manufacturer's productsDR got the money therefore they should resolve the problemI assume that DR arranged for the shipping and the set up.I am not satisfied with DR's response since they were the recipient of our money via American Express.Our payment from AmExpress went to DRI not to SamsungThey advertise as an online Samsung brokerThey say "Samsung Electronics America online store" This is either advertising or a mis-statement on their partIt is very misleading to the customerI expect the broker who gets paid to perform a service would back that service that they performI will report them to the consumer products safety administration and to the LaAttGeneral's office for advertisingDRI has many complaints from it's customers as anyone can read onlineI would like for this to be posted on your website so that no one else get beat out of $This is not the end of this complaint.Thank you for your assistance but their response is unsatisfactory and I am not satisfied
Final Business Response /* (4000, 9, 2014/06/16) */
Digital River, Inc("DR") is in receipt of a counter-complaint from a customer regarding the customer's purchase of a productThe complaint states that the customer believes the product did not function as advertised upon deliveryAs such, the customer requests a replacement product
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internetAlthough DR processes online payments for Samsung Electronics America, DR does not handle customer service or the delivery of products for Samsung Electronics AmericaTherefore, DR cannot provide the replacement product requestedOnly Samsung Electronics America can assist with this request
Customer Service URL: http://www.samsung.com/us/support/contact
Customer Services Phone: XXX-XXX-XXXX
Hours: 9AM-9PM, days/week
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Business Response /* (1000, 5, 2015/09/22) */
Digital River, Inc("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software productThe complaint states that the customer believes the product did not function as advertised and that the
customer has been unable to obtain a refundAs such, the customer requests a full refund
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet
DR customer service has located the customer's order, and a refund has been processedThe customer can expect to see this reflected in their account within the next 3-business days
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Consumer Rebuttal /* (2000, 6, 2015/09/23) */
I got a full refund from company off my complaint this case can be closed
Initial Business Response /* (1000, 5, 2015/02/26) */
Digital River ("DR") is in receipt of a second counter-complaint from a customer regarding the customer's purchase of software productsThe complaint states that the customer believes that the product did not function as advertisedAs
such, the customer requests a refund for purchase price
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet
DR customer service has located the customer's orderDR customer service has issued a refund on both ordersThe customer can expect to see this reflected in their account within 3-business days
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Business Response /* (1000, 5, 2015/03/11) */
Digital River, Inc("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a productThe complaint states that the customer believes the product did not function as advertised and that the customer has
not been able to obtain a refundAs such, the customer requests a full refund for the purchase price
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internetDR customer service has located the customer's order and has issued a refund for the full purchase priceThe customer can expect to see this reflected in their account within the next 5-business days
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Business Response /* (1000, 5, 2016/01/13) */
Digital River, Inc("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software productThe complaint states that the customer believes the product was an unauthorized charge to the customer's
account, and as such the customer requests a refund
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet
DR customer service has located the customer's order, and DR customer service records indicate that a refund was processed on 1/5/The customer can expect to see this reflected in their account in the next 3-business daysUnfortunately, DR is unable to reimburse the customer for time spent on the issueDR customer service has further indicated that the auto renewal for the product has been cancelled, and therefore will not renew again in the future
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Consumer Rebuttal /* (3000, 7, 2016/01/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My credit card was canceled because of their malicious software chargeThey have absolutely no right to charge my credit card without notifying me firstI did not receive any mail or phone call or even an email before they charge my credit cardIf my credit card company had not canceled my credit card they would've gotten away with charging my card and I would've paid the bill without even knowing about the charge
Final Consumer Response /* (2000, 8, 2016/01/15) */
Initial Business Response /* (1000, 5, 2015/05/07) */
Digital River, Inc("DR") is in receipt of a complaint from a customer regarding a productThe complaint states that the customer that they have been unable to obtain a refund
By way of reference, DR provides outsourced
ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internetDR customer service has been unable to locate the customer or their order with the information provided and asks that the customer provide further information regard the customer's complaintSpecifically, the order number, email address, and product name
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Business Response /* (1000, 7, 2014/02/24) */
Digital River, Inc("DR") is receipt of a complaint from a customer regarding the customer's pre-order of two productsThe complaint states that the customer believes that they were not informed that the items would ship on the last
product's release dateAs such, the customer requests that the orders receive expedited shipping free of additional charges
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet
Per DR customer service records, the order for the two products was never completedPlease provide an order number from a completed order, or place and complete an order through the online store
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Final Consumer Response /* (3000, 9, 2014/02/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The products were ordered and I received the order number and submitted payment and billing informationWhat I do not understand is why DR did not process the order
Final Business Response /* (4000, 11, 2014/03/03) */
Digital River, Inc("DR") is receipt of a counter-complaint from a customer regarding the customer's pre-order of two productsThe complaint states that the customer believes that their orders have not been processedAs such, the customer requests that the orders be processed
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet
Per DR customer service records, the order for the two products was not completed and payment has not been submittedIf the customer believes they have been charged for the products, they must provide a copy of their bank account statement showing that they have been charged so that DR customer service may locate the payment and further assist with this order
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer’s request for a refund. The complaint states that the customer has requested a refund on several occasions but has yet to be refunded. As such, the customer is requesting a full
refund By way of reference, DR provides outsourced e-commerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. The software’s publisher handles technical support for this product. DR customer service is in the process of issuing the customer a full refund for the product purchasedIn order to do so, DR customer service requires additional information from the customer in order to issue the refund on this product. DR customer service has contacted the customer by email requesting the additional information. DR apologizes for any inconvenience experienced by the customer Sincerely, Digital River, Inc
Initial Business Response /* (1000, 5, 2014/07/28) */
Digital River, Inc("DR") is in receipt of a complaint from a customer regarding the customer's purchase of engineering support servicesThe complaint states that the customer believes the services did not remedy the problemsAs
such, the customer requests a full refund for the purchase price of those services
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internetDR does not provide engineering support services and cannot comment on the agents and representatives actions
DR customer service is unable to determine the correct order in which the customer is requesting a refund for with the information providedDR customer service asks that the customer provide more details regarding their purchase so that DR customer service may locate the correct order and process a refund
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Consumer Rebuttal /* (3000, 7, 2014/08/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My issues:
Avast's program that I subscribe to failed to block a malware attack, did alert me to its presence, but said everything was fineI quickly realize this was not the case and called Avast for support
I was initially pressured to purchase a service with a software engineer, and then eventually was convinced I needed it after calling back to get a different representative
I was sold time with these software engineers (you can hear that multiple times if you listen to the conversation recordings)These "engineers" dismissed my questions throughout their service, indicating more than anything a lack of knowledgeThey seemed like people that are just trained to run a remote access front end
3aSidenote: That remote access front end software was left on my computer following the service
The service I received was inept, lazy, rude at times, and wholly ineffectiveMalware Bytes found active malware on my computer the next day
One representative asked me for the password ** my computer and also made comments throughout the conversation pertaining to programs (games) he saw on my computerTo me these are both violations of my privacy and at the very least - extremely unprofessional on his part (if conversations are recorded, these are all on record)
5aSidenote: This was before I realized this was an outsourced serviceI am even more insecure about my internet security now given the given context and the fact that these people on my computer had access to my professional documents for as long as they needed to do anything they wanted)Again, he asked for my password and the conversations logs will indicate he was interested in more than just what he was being paid to be interested in
I asked for a refund the day of and they explained the contract was "best effort"
Below is a copy of the invoice
Order Date: 7/16/
Order reference number: XXXXXXXXXXX
Billing Address:
*** ***
XXXth *** *** **
*** ** XXXXX
US
Quantity Product Name Price Extended Price
avast! Total Support - PC, Year
Platform:Other
Other
$$
Total $
Tax $
Total $
I still want a full refund, Avast scammed me big time
Final Business Response /* (4000, 9, 2014/08/13) */
Digital River, Inc("DR") is in receipt of a counter-complaint from a customer regarding the customer's purchase of engineering support servicesThe complaint states that the customer believes the services did not remedy the problemsAs such, the customer requests a full refund for the purchase price of those services
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internetDR does not provide engineering support services and cannot comment on the agents and representatives actions
DR customer service has located the customer's order and has issued a refund for the purchase price of the servicesThe customer can expect to see this reflected in their account in 3-business days
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Business Response /* (1000, 5, 2016/02/18) */
Digital River, Inc("DR") is in receipt of a complaint from a customer regarding the customer's concern over alleged fraudulent activityThe complaint states that the customer believes her and her mother were the victims of a
fraudulent scheme
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internetThe software's publisher handles technical support for this product
As such, DR is investigating these alleged fraudulent charges due to the fact that DR was a victim of the fraud as wellDR has reversed the transactions as quickly as possible and will continue to investigate this issue further
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/02/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/07/28) */
Digital River, Inc("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software productThe complaint states that the customer believes the product did not function as advertised and that the
customer has not been able to obtain a refundAs such, the customer requests a refund
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet
DR customer service has been unable to locate the customer's order with the information provided and asks that the customer provide further information, specifically the order number
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Business Response /* (1000, 5, 2015/09/21) */
Digital River, Inc("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software productThe complaint states that the customer believes the product did not function as advertised, and
additionally that the customer believes they requested the cancellation of their auto renewal for the productThe complaint further states that the customer believes a charge was made to their account after the auto renewal was cancelled, and that the customer has been unable to obtain a refundAs such, the customer requests a refund
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet
DR customer service has located the customer's order, and a refund has been processedThe customer can expect to see this reflected in their account within the next 3-business days
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Consumer Rebuttal /* (2000, 9, 2015/09/28) */
Initial Business Response /* (1000, 5, 2015/09/02) */
Digital River, Inc("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software productThe complaint states that the customer believes the product did not function as advertised, and that the
customer has been unable to obtain a refundAs such, the customer requests a refund
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet
DR customer service has located the customer's order placed on August 22, 2015, and a refund has been processedThe customer can expect to see these funds reflected in their account within the next 3-business days
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Consumer Rebuttal /* (2000, 7, 2015/09/08) */
Initial Business Response /* (1000, 5, 2014/06/27) */
Digital River, Inc("DR") is in receipt of a complaint from a customer regarding the customer's renewal of an anti-virus software productThe complaint states that the customer believes the software subscription was cut five days
shortThe customer also believes that there was an unauthorized renewal charge, which the customer believes lead to a bank fee charged to them for insufficient fundsAs such, the customer requests a prorated rate for the remaining five days and requests a reimbursement for the fee the bank charged them
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet
DR customer service has been unable to locate the order with the information provided by the customerDR customer services asks that the customer provide the email address used on their order and their order number so that the order may be located to further assist
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Consumer Rebuttal /* (3000, 7, 2014/07/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Just acknowledgment of receipt of my Complaint does not resolve the matterOn 7-1-at around 2:p.mI spoke with a *** a represen-tative of the Company, and was assured that the matter would be amicably resolved via at least one of the Insufficient Funds Charges from my Bank would be reimbursed and that I would receive an email with a link from him that would allow me to renew my subscription for the product at the Original purchase price of $and not the amount charged in Error charge - $173.69, but to date I have not received the action assured that would take place to allow the matter to be considered resolved.Until I receive what I was assured I would, I cannot consider the matter to be resolved
Final Business Response /* (4000, 9, 2014/07/14) */
Digital River, Inc("DR") is in receipt of a counter-complaint from a customer regarding the customer's renewal of an anti-virus software productThe complaint states that the customer believes that they did not receive a replacement product and that they customer did not receive a refund for the fees charged to them by their bankAs such, the customer requests this full refund and replacement
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet
With the additional information the customer provided, DR customer service located the customer's orderA link to replace the customer's product at the correct price was sent on July 7, at the discounted priceIn order to refund the bank fees DR customer service asks that the customer provide the order number of their replacement productUpon receipt of this new order number, DR customer service will be able to refund the $in over draft fees to the customer by taking it off of their new order's purchase price
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Business Response /* (1000, 20, 2014/07/28) */
Digital River, Inc("DR") is in receipt of a second counter-complaint from a customer regarding the customer's renewal of an anti-virus software productThe complaint states that the customer believes that they did not receive a replacement product and that they customer did not receive a refund for the fees charged to them by their bankAs such, the customer requests this full refund and replacement
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet
DR customer service is waiting for the customer to place the new order at the correct priceIn order to refund the bank fees DR customer service asks that the customer provide the order number of their replacement productUpon receipt of this new order number, DR customer service will be able to refund the $in over draft fees to the customer by taking it off of their new order's purchase price
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Consumer Response /* (3000, 22, 2014/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In initially speaking with the Company's Representative *** *** about the matter, I was "assured that I would receive a Refund of the Bank Overdraft Charge ($35.00) I was force to incur due to the Company's Premature Renewal on 6-19-14", but now *** has decided at the last minute to change the condition in which I would receive the RefundIt's as if I and my Refund are being held captive until I Renew Subscription with the Company and to just ignore having been treated so Unprofessionally by its employeesI "did not agree with the NEW Term as to how my Refund would be submitted to me"Therefore, I want the Original Agreement Upheld and not be forced to rush to do business with a Company whose interest is truly not Satisfying the CustomerAt this point I am not certain if I will renew or not considering how poorly I have already been treated by DR/***"My Five Remaining Days of Coverage was Never restored nor did I receive any compensation for them either", and now I am presently being "bombarded with interference whenever I use my Computer with different messages from the Company all day and night and it has also been indicated that the Data Base Update is experiencing difficulty due to my allegedly having the program illegally, when in actuality the Key to the program is Locked by the Company and even interfered with my being able to download the Thirty Day TrialThe Company knew with the Key Block on the Account "that I would not be able to download the Thirty Day Free Trial, yet it instructed me to do so on several different occasions" and then keep sending me messages that the Trial Period has Ended (??) - I was prevented from taking advantage of the offer so how could the period End??? I am still at the stage of considering if I want to continue to do business with the Company as I have since "2009" or not, but it should not have any affect on my Refund being forwarded to me as Originally Agreed
Business Response /* (4000, 24, 2014/08/08) */
Digital River, Inc("DR") is in receipt of a third counter-complaint from a customer regarding the customer's renewal of an anti-virus software productThe complaint states that the customer believes that they did not receive a replacement product and that they customer did not receive a refund for the fees charged to them by their bankAs such, the customer requests this full refund and replacement
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet
DR customer service is waiting for the customer to place the new order at the correct priceIn order to refund the bank fees the customer needs to place a new order because DR's system is unable to refund more than the amount that the order was originally charged forBecause the original order has already been refunded, DR customer service cannot process a refund for more than that original amountUpon receipt of a new order number, DR customer service will be able to refund the $in over draft fees to the customer by taking it off of their new order's purchase priceDR customer service does not have an alternative way to refund the charges from the customer's bank
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Business Response /* (1000, 5, 2015/04/09) */
Digital River ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product and subsequent automatic renewal of such productThe customer states in the complaint that they have been unable
to obtain a refundAs such, the customer requests a refund for purchase price
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet
DR customer service has located the customerHowever, there is a dispute for this order, which prevents DR customer service from taking any action with the fundsDR customer service requests that the customer clear this dispute so that a full refund may be processed for this orderPlease notify DR via the Revdex.com or by calling our customer service once this dispute has been dropped
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Consumer Rebuttal /* (3000, 7, 2015/04/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
DR customer service had to take an action to refund money $to me, DR did not need me to clear this disputeThis is the prolong time and DR plays this for so long since January
** *** **
Final Business Response /* (4000, 9, 2015/04/15) */
Digital River ("DR") is in receipt of a counter-complaint from a customer regarding the customer's purchase of a software product and subsequent automatic renewal of such productThe customer states in the complaint that they have been unable to obtain a refundAs such, the customer requests a refund for purchase price
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet
Unfortunately, there is a dispute for this order with the customer's bankWhen a dispute is issued to the bank by the customer the bank removes the funds from DR's possessionThis prevents DR customer service from refunding the fundsDR customer service requests that the customer work with their bank to clear this dispute so that a full refund may be processed for this orderPlease notify DR via the Revdex.com or by calling our customer service once this dispute has been dropped
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Final Consumer Response /* (3000, 11, 2015/04/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not know what the customer's bank is, how I can remove my dispute from the bank to clear this dispute
The DR always create a headache for the customerThat is why I need to refund my money
Initial Business Response /* (1000, 5, 2015/11/05) */
Digital River, Inc("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software productThe complaint states that the customer believes the product did not function as advertised, and as such,
the customer requests a refund in the amount of $
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet
DR customer service has located the customer's October 29, order, and a refund for that order has been processedThe customer should see this reflected in their account in the next 3-business days
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Consumer Rebuttal /* (2000, 7, 2015/11/16) */
Initial Business Response /* (1000, 7, 2014/07/28) */
Digital River, Inc("DR") is in receipt of a complaint from a customer regarding the customer's renewal of a software productThe complaint states that the customer believes they have not been using the software product and that they
were unaware of the recurring chargesAs such, the customer requests a refund for the automatic renewals for the past two years
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet
DR customer service has been unable to locate any orders with the information provided by the customerDR asks that the customer provide further information regarding this order, including: the original order number and email address under which the order was placedOnce the order can be located, DR would be happy to refund the customer for the renewal price
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Consumer Rebuttal /* (3000, 9, 2014/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I haven't used this product in so long I don't have either the original order number or remember the email address I was using at the time
However you are able to charge this auto renewal amount, I have no ideaI regret not realizing this $was coming out of our account for yearsIf you have enough information on my former account to continue charging this amount, then it must be possible to stop doing so
I ask that you refund $to me for the two years I have been aggravated by this matter
Thank you
Final Business Response /* (4000, 11, 2014/08/07) */
Digital River, Inc("DR") is in receipt of a counter-complaint from a customer regarding the customer's renewal of a software productThe complaint states that the customer believes they have not been using the software product and that they were unaware of the recurring chargesAs such, the customer requests a refund for the automatic renewals for the past two years
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet
DR customer service has been unable to locate any orders with the information provided by the customerBecause the customer cannot locate the email address used to make the purchase or order number associated with the purchase, DR customer service asks that the customer provide the credit card number used to make the original purchaseThis can be obtained from your credit card companyDR asks that the customer DOES NOT paste the credit card number in their response hereInstead reply with the phone number where DR customer service may call the customer to obtain this information
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Business Response /* (1000, 5, 2016/03/18) */
Digital River, Inc("DR") is in receipt of a complaint from a customer regarding the customer's request for a refundThe complaint states that the customer believes he was charged for a product he did not purchaseAs such, the
customer is requesting a full refund for the amount charged to his credit card
By way of reference, DR provides outsourced e-commerce reselling services to product manufacturers and developers to assist them in selling their products on the internetThe software's publisher handles technical support for this product
Per the customer's request, DR customer service issued the customer a full refund on March 18, This credit should appear in the customer's account within 5-business days
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/03/22) */
Initial Business Response /* (1000, 5, 2015/03/09) */
Digital River, Inc("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a productThe complaint states that the customer believes the product did not function as advertised and that the customer has
not been able to obtain a refundAs such, the customer requests a full refund for the purchase price
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internetDR customer service has located the customer's order and has issued a refund for the full purchase priceThe customer can expect to see this reflected in their account within the next 5-business days
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Business Response /* (1000, 5, 2014/03/17) */
Digital River, Inc("DR") is in receipt of a complaint from a customer regarding the customer's cancelled subscriptionThe customer believes that she cancelled her subscription and was told that she would be refunded for the
subscription amountThe customer states that she has had trouble securing this refund and has been unable to do soAs such, the customer requests receipt of the refund that was promised to her
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internetDR customer service has located the customer's order placed on January 23, DR customer service has issued a refund and the customer can expect to see this reflected in her account within 3-business days
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Business Response /* (1000, 5, 2014/06/11) */
Digital River, Inc("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a productThe complaint states that the customer believes they did not function as advertised upon deliveryAs such, the
customer requests a replacement product
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internetUnfortunately, DR does not handle customer service for Samsung Electronics America
Customer Service URL: http://www.samsung.com/us/support/contact
Customer Services Phone: XXX-XXX-XXXX
Hours: 9AM-9PM, days/week
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Consumer Rebuttal /* (3000, 7, 2014/06/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
DR advertises that they are a Samsung direct dealerWe never talked to Samsung since we were misled by DR advertising that they sell Samsung directDR got the money that we sent therefore they should resolve any issues that the customer hasWe had no direct contact with the manufacturer and were not aware that they were reselling manufacturer's productsDR got the money therefore they should resolve the problemI assume that DR arranged for the shipping and the set up.I am not satisfied with DR's response since they were the recipient of our money via American Express.Our payment from AmExpress went to DRI not to SamsungThey advertise as an online Samsung brokerThey say "Samsung Electronics America online store" This is either advertising or a mis-statement on their partIt is very misleading to the customerI expect the broker who gets paid to perform a service would back that service that they performI will report them to the consumer products safety administration and to the LaAttGeneral's office for advertisingDRI has many complaints from it's customers as anyone can read onlineI would like for this to be posted on your website so that no one else get beat out of $This is not the end of this complaint.Thank you for your assistance but their response is unsatisfactory and I am not satisfied
Final Business Response /* (4000, 9, 2014/06/16) */
Digital River, Inc("DR") is in receipt of a counter-complaint from a customer regarding the customer's purchase of a productThe complaint states that the customer believes the product did not function as advertised upon deliveryAs such, the customer requests a replacement product
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internetAlthough DR processes online payments for Samsung Electronics America, DR does not handle customer service or the delivery of products for Samsung Electronics AmericaTherefore, DR cannot provide the replacement product requestedOnly Samsung Electronics America can assist with this request
Customer Service URL: http://www.samsung.com/us/support/contact
Customer Services Phone: XXX-XXX-XXXX
Hours: 9AM-9PM, days/week
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Business Response /* (1000, 5, 2015/09/22) */
Digital River, Inc("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software productThe complaint states that the customer believes the product did not function as advertised and that the
customer has been unable to obtain a refundAs such, the customer requests a full refund
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet
DR customer service has located the customer's order, and a refund has been processedThe customer can expect to see this reflected in their account within the next 3-business days
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Consumer Rebuttal /* (2000, 6, 2015/09/23) */
I got a full refund from company off my complaint this case can be closed
Initial Business Response /* (1000, 5, 2015/02/26) */
Digital River ("DR") is in receipt of a second counter-complaint from a customer regarding the customer's purchase of software productsThe complaint states that the customer believes that the product did not function as advertisedAs
such, the customer requests a refund for purchase price
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet
DR customer service has located the customer's orderDR customer service has issued a refund on both ordersThe customer can expect to see this reflected in their account within 3-business days
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc