Initial Business Response /* (1000, 6, 2014/07/17) */
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 no longer wanted the productThe complaint also states that
she has been unable 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 internet
DR customer service has located the orderSince DR cannot process the refund through a Paypal account and because the customer would not provide their bank details to process the refund via a wire transfer, DR customer service has processed the refund by checkThe check refund began processing on July 8th, Check refunds may take up to 6-weeks to process
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Consumer Rebuttal /* (3000, 8, 2014/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept because they already informed me that it will be 5-business days after they received my bank account information that they haveI replied back by email with bank information requested as an attachment to email:***@swreg.comI also sent it through there other site www.cardquery.comIt was also sent by fax to the fax number that they provided to me by email:***@swreg.comI don't understand what their problem isI just want my money back as stated initiallyThey received my money within hours for the productI no longer have the product, so I expect to have my refund immediately
Final Business Response /* (4000, 11, 2014/07/28) */
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 they no longer wanted the productThe complaint also states that she has been unable 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 internet
The customer would not provide their bank details to DR customer service to process the refund via a wire transferIf the customer had provided DR customer service with this information, the customer would have received their refund within 5-business daysHowever, DR cannot provide the refund within the 5-business days when refunding by a checkThe check refund began processing on July 8th, Check refunds may take up to 6-weeks to process
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Consumer Response /* (3000, 17, 2014/08/06) */
I have received the check, and it is not cashableThis has cause my account to be overdrawnThey cancelled the check, and this situation that was suppose to be resolved is not
Business Response /* (4000, 20, 2014/08/13) */
Digital River, Inc("DR") is in receipt of a second counter-complaint from a customer regarding the customer's purchase of a productThe complaint states that the customer believes they did not receive a complete 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 issued a check refund; however, upon its arrival, the customer's bank informed DR customer service that they were unable to cash it
To correct this issue, the check was stopped and DR customer service attempted again to process the refund via a wire transferUnfortunately, the bank details did not workThe customer's bank has since informed DR customer service that the check could be cashed; however, the check had already been stoppedDR customer service has now issued a new check for to refund the customer's order
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Business Response /* (1000, 6, 2014/10/23) */
Digital River, Inc("DR") is in receipt of a complaint from a customer regarding the customer's automatic renewals of that productThe complaint states that the customer believes they did not approve of the renewalsAs such, the
customer requests a full refund for the purchase price of all automatic renewals
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 renewal ordersDR customer service has cancelled the automatic renewal subscription for this product so that the customer will not be charged again
DR customer service has also submitted a refund for all automatic renewalsDue to the age of the charges, DR customer service may not be able to refund the older charges with the customer's information on fileTo make sure that all automatic renewals have been refunded DR customer service is working with the refund department to determine whether or not they require additional bank details to process the refund manuallyIf such additional information is required, DR customer service will reach out to the customer to obtain such information
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Business Response /* (1000, 5, 2014/12/15) */
Digital River, Inc("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a productThe customer believes they experienced shipping delays and have still not received the productAs such, the customer
requests that this order be shipped and that they be compensated for minutes of their time
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 records show that the product was shipped on December 10th, Per DR customer service records, a shipping confirmation email was sent to the customer with the shipping number on December 10th,
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Business Response /* (1000, 5, 2015/01/14) */
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 never received their product and that it was returned to the warehouse by
FedExThe complaint also states 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 internetDigital River, does not process refunds for products until such products are received by the warehouseHowever, because of the unusual delay in the shipment back to the warehouse, DR customer service has issued a full refundThe 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 /* (3000, 7, 2015/01/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their response is misleading and not fully accurateDigital River remained completely adamant about issuing a refund throughout the whole issue; the only reason they did is because I had paid via PayPal which guarantees 100% buyer protection in cases of seller wrongdoingI simultaneously filed a complain with PayPal along with Revdex.com and PayPal reached a conclusion sooner and sided with me forcing Digital River to issue an immediate refundTherefore I respectfully request that this complaint is make public to reflect Digital River business practicesThank you
*** ***
Initial Business Response /* (1000, 5, 2015/07/14) */
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 product purchased did not work as advertised, and therefore 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 has processed the refund, pursuant to the customer's requestThe customer can expect to see this refund reflected in their account within the next 3-business days
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Business Response /* (1000, 5, 2015/11/09) */
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 customer did not purchase the product, and therefore
requests their money back
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 records indicate the charge was an automatic renewal from the customer's purchase of a product in DR customer service indicates the customer has already disputed the charge, so DR is unable to process a refund for this orderBy disputing the charge, the bank has already taken the customer's money back, and we are therefore unable to process a refund that the 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 believes that he had delivery issues with regard to software that was purchased. As such, the customer is requesting a
full refund for the amount charged to their account By way of reference, DR provides outsourced ecommerce reselling services to software manufacturers and developers to assist them in selling their product on the internet. The software’s publisher handles technical support for this product. Per the customer’s request, DR customer service issued the customer a full refund on July 5, 2016. This credit should appeared in the customer’s account within 2-business days DR apologizes for any inconvenience experienced by the customer Sincerely, Digital River, Inc
Initial Business Response /* (1000, 7, 2015/04/14) */
Digital River, Inc("DR") is in receipt of a complaint from a customer regarding charges made to their accountThe complaint states that the customer believes they were incorrectly charged by DRAs such, the customer requests a
refund for the charge
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 contact DR customer service to provide a credit card numberIf the customer is uncomfortable providing DR customer service with a credit card number, then DR can assist the customer in disputing the charges through the customer's bankAt this time DR cannot take any action on this order, as the order cannot be located
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Consumer Rebuttal /* (3000, 9, 2015/04/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have called them before with my credit card number and they did locate the orderAnd the address was not mineI was informed by whomever I spoke to at Dr that I would have my refund in to day Today is day and no refund yetI feel like I am getting the runaroundMy bank basically told me to call Dr and straighten it out myself, which I am trying to do
Final Consumer Response /* (3000, 12, 2015/04/23) */
I never got my refund like I was promisedNo action is happeningDisgusted with this whole situationI had to close out my credit card because I was afraid this would happen again
Final Business Response /* (4000, 15, 2015/04/23) */
Digital River, Inc("DR") is in receipt of a counter-complaint from a customer regarding charges made to their accountThe complaint states that the customer believes they were incorrectly charged by DRAs such, the customer requests a refund for the charge
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 cannot locate the customer's order with the information provided in this complaint and therefore cannot locate the prior phone conversationRevdex.com DR customer service asks that the customer contact DR customer service department via phone once more and have them create a follform ticket number for the customer and put the order information on that ticket so that the DR customer service responding to this Revdex.com can locate the order see what information the customer is referring toUnfortunately DR cannot assist further until the charge can be located
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
We are very sorry to hear about the experience that customer *** Brockman had with their purchase of Stellar Phoenix Recovery for Quick Books and today
"Calibri",sans-serif">our Customer Service team located her Order Number *** and processed a refund in our system. We ask that Ms*** please allow 3-business days for this refund to reflect on her account
Russell ***, Paralegal
Initial Business Response /* (1000, 5, 2014/03/04) */
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 this software is incompatible with his computer systemAs
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 internetPer the customer's request, DR customer service issued the customer a full refund on March 3, This credit should appear in the customer's account within - business daysDR can confirm that there are no viruses contained in the software
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Business Response /* (1000, 5, 2014/11/24) */
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 3-business days
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Business Response /* (1000, 5, 2014/12/31) */
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 that they did not receive the productAs such, the customer
requests that their item be delivered to the customer overnight, as well as a refund for the cost of the product and overnight shipping
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, DR does not handle customer service or the delivery of products for Samsung ElectronicsOnly Samsung Electronics can assist with this request
Customer Service URL: http://www.samsung.com/us/support/contact-customer-services/
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, 2015/01/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Digital River Inc.'s response to my complaint is a lie:
"Although DR processes online payments for Samsung Electronics, DR does not handle customer service or the delivery of products for Samsung ElectronicsOnly Samsung Electronics can assist with this request."
Digital River Inc.'s contract on Samsung's website states:
"THESE TERMS OF SALE ("TERMS") CONSITUTE A BINDING LEGAL CONTRACT BETWEEN (A) US, DR GLOBALTECH, INC., WITH OFFICES AT XXXXX BREN ROAD WEST, MINNETONKA, MN XXXXX, THE SELLER (WITH REFERENCES TO "US", "WE", OR "OUR" BEING CONSTRUED ACCORDINGLY), AND (B) YOU, THE PURCHASER (WITH REFERENCES TO "YOU" OR "YOUR" BEING CONSTRUED ACCORDINGLY)
THESE TERMS APPLY TO ALL OFFERS, SALES AND PURCHASES OF THIRD PARTY PRODUCTS (INCLUDING, WITHOUT LIMITATION, HARDWARE, SOFTWARE, LICENSE RIGHTS, AND SERVICE USE RIGHTS RESOLD BY US) ("PRODUCTS") OR ACCESS RIGHTS TO SERVICES WE DIRECTLY PROVIDE (INCLUDING, WITHOUT LIMITATION, EXTENDED DOWNLOAD SERVICE OR REGISTRATION BACKUP SERVICE) ("DR SERVICES"), WHICH OCCUR EITHER (A) THROUGH THE ONLINE STORE ON WHICH WE POST THESE TERMS, OR (B) THROUGH ANY OTHER MEANS THROUGH WHICH WE ENGAGE IN THE SALE OF PRODUCTS AND DR SERVICES, SUCH AS BUT NOT LIMITED TO ORDERS BY PHONE (THE WEBSITE AND SUCH OTHER MEANS, A "DR COMMERCE SOLUTION")BY ORDERING ANY PRODUCT OR DR SERVICE THROUGH A DR COMMERCE SOLUTION OR BY VISITING THIS ONLINE STORE, YOU SIGNIFY YOUR ACCEPTANCE OF THIS AGREEMENT."
Digital River Incis the "Seller" referred to above as "us", "we", or "our" with offices located at "XXXXX BREN ROAD WEST, MINNETONKA, MN XXXXX," and therefore they are the correct party to complain against to the Revdex.com https://shop.us.samsung.com/store?Action=DisplayPage&Locale=en_US&SiteID=samsung...⇄ services are provided by DR globalTech Inc., a Samsung Electronics America, Ince-commerce reseller.")
Digital River Inc.'s contract indicates it is the party responsible for delivery of products:
"DELIVERY
We will use all commercially reasonable efforts to deliver Products in a timely mannerDelivery timescales/dates specified on the DR Commerce Solution, in any order acknowledgement or elsewhere are estimates only."
Digital River tries to contract around its delivery deadline obligationthe Samsung wall bracket price advertised by the website (and confirmed multiple times during purchase and afterwards) came "with Free Shipping Ships within to business days"by claiming that merely constituted "estimates only." But there is no doubt it was the party responsible for delivery of my order
After my Revdex.com complaint and with no response from Samsung, I called customer service and requested my order be cancelled because, as of December and again on December 22, Samsung still could not confirm whether a shipment of wall brackets had arrived and/or when I could expect my item to be deliveredBut I was told I could not cancel my order or refuse delivery; I was going to have to wait until the wall bracket was delivered and then return it to get my money back!
On December 23, I received Samsung's "shipping confirmation" e-mailHowever, the e-mail indicated it was being sent by standard delivery and would take another week to arrive: "Estimated Delivery: Standard - Within 5-business days." In other words, Digital River Incused the same delivery method and timeframe I was promised when I originally purchased the item on November I finally received delivery of the wall bracket on December 29,
Just to point out how ridiculous Digital River Inc.'s month-long dilatory shipping was, I purchased an item online from the Apple Store on December 22, at 4:p.m., and I received delivery of the item on December 23, at 3:p.mThis less-than-24-hour shipping was not an additional service or something special, it is just the way Apple does business
Most businesses selling products online include their return policy and instructions for making returns with their packagingDigital River Incprovides no return instructions, however, and requires customers to contact their customer service to initiate a return
On December 30, I called customer service to begin the return processThe emailed instructions to return the wall bracket show an address of "XXXXX Bren Road W, Minnetonka, MN XXXXX," and say:
"Thank you for ordering from Samsung Electronics AmericaAt your request, a return has been initiatedYour request to return items ordered will expire in daysYou must follow the instructions below before your request expiresWe cannot issue a refund before these instructions are followed
Each product must be received at the following address in order for us to process your refund:
Samsung Store Returns
Attn: RMA#XXXXXXXXX
XXXXX Bren Road W
Minnetonka, MN XXXXX
Once the product is received, your refund should appear within 5-business days
Product: WMN4277SH/ZA
Quantity:
Return Request Details:
Order Number: XXXXXXXXXX
Order Date: November 29,
Return Reference Number: XXXXXXXXX
Reply Due By: January 29, 2015"
I tried taking my return to FedExFedEx's computer system did not recognize the RMA or address in the return instructionsFedEx explained that if I shipped the item to this address, then I would have to pay for it because there was no "established FedEx account or RMA" associated with that emailed shipping informationFedEx also advised that ordinarily companies provide a return label to go on the box or container, and that sellers will cover the cost of return shipping especially when the purchaser is dissatisfiedI considered these more red flagsI contacted Samsung customer service again to see whether they would provide me with a return label and cover the return shipping costs
On January 9, after my phone call with customer service, I received e-mail from FedEx stating that Digital River Incwas sending me the following:
"Digital River has provided shipping label for your convenience
Print your label by 01/24/
Shipment summary
Ship to: Digital River
Item description: WMN4277SH/ZA
Return merchandise authorization (RMA): RMA#XXXXXXXXX
For shipment questions or expired label access call XXXXXXXXXX
Recipient details
Samsung Returns
Digital River
XXXXX Bren Road West
Minnetonka, MN XXXXX
US
XXXXXXXXXX"
Although I finally got the return label and return shipping costs covered, it took investigation with FedEx, and two more customer service phone calls to get that accomplished (plus begging and groveling!)Digital River Inccould and should have canceled my order before it was shipped
Digital River is the recipient address, "XXXXX Bren Road West, Minnetonka, MN XXXXX," in the January 9th email, and the recipient address in Samsung's return instructions in the December 30th emailAnd again, this is the address set forth in Digital River Inc.'s contract (quoted above)The Shipment summary on the January 9th email says the return is going to "Digital River" and "for shipment questions or expired label access call XXXXXXXXXX." Currently, that number is answered by automated system and all incoming calls begin: "Thank you for calling the online stores' customer service, powered by Digital River."
It is unacceptable for Digital River Incto falsely claim it has no connection with customer service and delivery for SamsungDigital River Incoffered me a hollow apology, but if it were truly sorry for "any inconvenience experienced by the customer" then it should try to make the situation right, not try to dodge responsibility in Revdex.com complaints with some lie
What is worse, Digital River Inchas taken this we-do-not-handling-customer-service-and-delivery-for-Samsung position in response to other Revdex.com complaints from Samsung customersSee, e.g., (1) 06/17/Guarantee / Warranty Issues ("We used DRI to order a Samsung TV and have it shipped and delivered to Aledo TxWe ordered it in DEcand it was delivered in May.Does not work"); (2) 01/02/Billing / Collection Issues ("my credit card was charged even though I tried to cancel orderI did not yet get any notification for delivery but card was alredy charged.")
I want my $backThat was paid for wall bracket to be delivered on or before December (not December 29)I want that reimbursed immediately, not some time after "the product is received, your refund should appear within 5-business days."
I want compensation, for the time I've spent dealing with this nonsense, for (1/2) of one days worth of work, or $
Final Business Response /* (4000, 9, 2015/01/16) */
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 they have not been able to obtain a refundAs such, the customer requests a 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 only provides online payment processing services for Samsung Electronics AmericaPer DR's contract with Samsung Electronics America, DR is contractually prohibited from handling any of Samsung Electronics America's customer serviceTherefore, DR cannot provide customer service assistance (replacement product, refund, etc.) to the customerOnly 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, 2015/09/02) */
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 to the customer's credit card
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 pursuant to DR customer service records, a refund was 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) */
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 believes she purchased defective software. As such, the customer is requesting a full refund for the amount charged to
her credit card 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. The software’s publisher handles technical support for this product. Per the customer’s request, DR customer service issued the customer a full refund on July 6, 2016. This credit should appear in the customer’s account within 3-business days 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 a productThe complaint states that the customer believes they received a refurbished productThe complaint also states that
they have been unable to obtain a refund and second order as a replacementAs such, the customer requests a full refund for the purchase price and 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 internet
DR customer service has located the orderPer DR customer service records the customer's second order for replacement has already been sent to the customerOne the first product is returned, DR will process the refund
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 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 to their account, with interest
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 September 16, The customer can expect to see $reflected in their account within the next 3-business daysDR cannot process a refund with interest, and can only refund the price of the product
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Consumer Rebuttal /* (2000, 7, 2015/09/28) */
Initial Business Response /* (1000, 5, 2014/04/22) */
Digital River, Inc("DR") is in receipt of a complaint from a customer regarding the customer's purchase of an anti-virus software productThe complaint states that the customer believes that they were not able to install the software
onto their computerAdditionally, the complaint states that the customer was charged for tech support, which they believe did not help with the installationAs such, the customer requests a refund for the purchase price of the product and for the tech support service fee
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 was able to locate the order for the product and the tech support serviceA refund for the tech support service has been issued and the customer can expect to see this reflected in their account within the next 3-business days
However, DR customer services records show that the product purchase amount is in disputeAs such, customer service is unable to issue a refundPlease lift the dispute so that DR may process the refund for the purchase price of the product
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Consumer Rebuttal /* (3000, 7, 2014/04/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They know how much they charged me
$for the tech service
$for the grime fighter software
Pls.Issue the credit to paypal
The $Visa has been received
Final Business Response /* (4000, 20, 2014/05/01) */
Digital River, Inc("DR") is in receipt of a second counter-complaint from a customer regarding the customer's purchase of a software product and tech serviceThe complaint states that the customer believes they were only refunded for the tech service payment, but they believe they were not refunded for the software itselfAs such, they request a refund for the product's 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 internetPer DR customer service records, the remaining payment for the software product's purchase price is in chargeback status
DR customer service would be happy to issue a refund for the remaining amountHowever; DR is not able to do so because of the chargeback statusWhen funds are put into chargeback, they become frozen and DR customer service cannot do anything with those fundsOnly the customer has the ability to remove the chargeback statusDR customer service asks that the customer remove the chargeback status so that DR is able to process a refund
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Final Consumer Response /* (3000, 15, 2014/04/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't know what the *** they are talking aboutThis is their messChargeback or any other stupid excuse for not paying the #
THEY ARE TOTALLY RESPONSIBLE AND NEED TO DO WHATEVER NECESSARY
Initial Business Response /* (1000, 5, 2014/03/04) */
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 that their product was not delivered in the timeframe that was
promised
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internetPer the customer's admission in the complaint, their order issues have been addressed
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Final Consumer Response /* (3000, 7, 2014/03/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Getting different answers isn't it being addressedYour company CHARGES customers for 1-day delivery knowing FULL WELL that it will never reach the customer in the intended timeThis is blatant advertisingThe online store literally says that you deliver an additional $for INTERNATIONAL express which is 1-business days, $for INTERNATIONAL economy which is 3-business days and no extra charge for INTERNATIONAL post which is 5-business daysThose rates don't even make sense, but that's what you advertise
The key here is that you state INTERNATIONALYou can't advertise 1-day INTERNATIONAL shipping and then tell everyone that it takes 4-weeks, that's advertising and fraudulent business practices
I don't believe my product was not delivered in the time frame that was promisedIt wasn't delivered in the time frame it was promisedI was promised 5-business daysI got it over weeks after the fact
Initial Business Response /* (1000, 5, 2014/01/29) */
Digital River, Inc("DR") is receipt of a complaint from a customer regarding the customer's purchase of a software productThe complaint states that the customer believes this software did not function as expectedThe customer
requested a refund from the publisher but has yet to receive the 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 internet
Per DR customer service records, the customer has requested a refund through the publisherThis refund qas issued on January 23, by the publisher and is currently processingPlease allow 6-business days for this to be reflected in the customer's account
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Business Response /* (1000, 5, 2015/03/24) */
Digital River, Inc("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product and a subsequent automatic renewal of that productThe complaint states that the customer believes they did not
authorize the renewalAs such, the customer requests a full refund for the purchase price of the automatic renewal
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 processed a refund for the full amount of the auto renewal price on March, 20, The customer can expect to see this reflected in their account within the next 3-business daysAdditionally, DR customer service has turned off the auto renewal function so that there will be no future charges for this product
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Business Response /* (1000, 6, 2014/07/17) */
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 no longer wanted the productThe complaint also states that
she has been unable 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 internet
DR customer service has located the orderSince DR cannot process the refund through a Paypal account and because the customer would not provide their bank details to process the refund via a wire transfer, DR customer service has processed the refund by checkThe check refund began processing on July 8th, Check refunds may take up to 6-weeks to process
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Consumer Rebuttal /* (3000, 8, 2014/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept because they already informed me that it will be 5-business days after they received my bank account information that they haveI replied back by email with bank information requested as an attachment to email:***@swreg.comI also sent it through there other site www.cardquery.comIt was also sent by fax to the fax number that they provided to me by email:***@swreg.comI don't understand what their problem isI just want my money back as stated initiallyThey received my money within hours for the productI no longer have the product, so I expect to have my refund immediately
Final Business Response /* (4000, 11, 2014/07/28) */
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 they no longer wanted the productThe complaint also states that she has been unable 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 internet
The customer would not provide their bank details to DR customer service to process the refund via a wire transferIf the customer had provided DR customer service with this information, the customer would have received their refund within 5-business daysHowever, DR cannot provide the refund within the 5-business days when refunding by a checkThe check refund began processing on July 8th, Check refunds may take up to 6-weeks to process
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Consumer Response /* (3000, 17, 2014/08/06) */
I have received the check, and it is not cashableThis has cause my account to be overdrawnThey cancelled the check, and this situation that was suppose to be resolved is not
Business Response /* (4000, 20, 2014/08/13) */
Digital River, Inc("DR") is in receipt of a second counter-complaint from a customer regarding the customer's purchase of a productThe complaint states that the customer believes they did not receive a complete 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 issued a check refund; however, upon its arrival, the customer's bank informed DR customer service that they were unable to cash it
To correct this issue, the check was stopped and DR customer service attempted again to process the refund via a wire transferUnfortunately, the bank details did not workThe customer's bank has since informed DR customer service that the check could be cashed; however, the check had already been stoppedDR customer service has now issued a new check for to refund the customer's order
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Business Response /* (1000, 6, 2014/10/23) */
Digital River, Inc("DR") is in receipt of a complaint from a customer regarding the customer's automatic renewals of that productThe complaint states that the customer believes they did not approve of the renewalsAs such, the
customer requests a full refund for the purchase price of all automatic renewals
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 renewal ordersDR customer service has cancelled the automatic renewal subscription for this product so that the customer will not be charged again
DR customer service has also submitted a refund for all automatic renewalsDue to the age of the charges, DR customer service may not be able to refund the older charges with the customer's information on fileTo make sure that all automatic renewals have been refunded DR customer service is working with the refund department to determine whether or not they require additional bank details to process the refund manuallyIf such additional information is required, DR customer service will reach out to the customer to obtain such information
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Business Response /* (1000, 5, 2014/12/15) */
Digital River, Inc("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a productThe customer believes they experienced shipping delays and have still not received the productAs such, the customer
requests that this order be shipped and that they be compensated for minutes of their time
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 records show that the product was shipped on December 10th, Per DR customer service records, a shipping confirmation email was sent to the customer with the shipping number on December 10th,
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Business Response /* (1000, 5, 2015/01/14) */
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 never received their product and that it was returned to the warehouse by
FedExThe complaint also states 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 internetDigital River, does not process refunds for products until such products are received by the warehouseHowever, because of the unusual delay in the shipment back to the warehouse, DR customer service has issued a full refundThe 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 /* (3000, 7, 2015/01/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their response is misleading and not fully accurateDigital River remained completely adamant about issuing a refund throughout the whole issue; the only reason they did is because I had paid via PayPal which guarantees 100% buyer protection in cases of seller wrongdoingI simultaneously filed a complain with PayPal along with Revdex.com and PayPal reached a conclusion sooner and sided with me forcing Digital River to issue an immediate refundTherefore I respectfully request that this complaint is make public to reflect Digital River business practicesThank you
*** ***
Initial Business Response /* (1000, 5, 2015/07/14) */
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 product purchased did not work as advertised, and therefore 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 has processed the refund, pursuant to the customer's requestThe customer can expect to see this refund reflected in their account within the next 3-business days
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Business Response /* (1000, 5, 2015/11/09) */
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 customer did not purchase the product, and therefore
requests their money back
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 records indicate the charge was an automatic renewal from the customer's purchase of a product in DR customer service indicates the customer has already disputed the charge, so DR is unable to process a refund for this orderBy disputing the charge, the bank has already taken the customer's money back, and we are therefore unable to process a refund that the 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 believes that he had delivery issues with regard to software that was purchased. As such, the customer is requesting a
full refund for the amount charged to their account By way of reference, DR provides outsourced ecommerce reselling services to software manufacturers and developers to assist them in selling their product on the internet. The software’s publisher handles technical support for this product. Per the customer’s request, DR customer service issued the customer a full refund on July 5, 2016. This credit should appeared in the customer’s account within 2-business days DR apologizes for any inconvenience experienced by the customer Sincerely, Digital River, Inc
Initial Business Response /* (1000, 7, 2015/04/14) */
Digital River, Inc("DR") is in receipt of a complaint from a customer regarding charges made to their accountThe complaint states that the customer believes they were incorrectly charged by DRAs such, the customer requests a
refund for the charge
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 contact DR customer service to provide a credit card numberIf the customer is uncomfortable providing DR customer service with a credit card number, then DR can assist the customer in disputing the charges through the customer's bankAt this time DR cannot take any action on this order, as the order cannot be located
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Consumer Rebuttal /* (3000, 9, 2015/04/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have called them before with my credit card number and they did locate the orderAnd the address was not mineI was informed by whomever I spoke to at Dr that I would have my refund in to day Today is day and no refund yetI feel like I am getting the runaroundMy bank basically told me to call Dr and straighten it out myself, which I am trying to do
Final Consumer Response /* (3000, 12, 2015/04/23) */
I never got my refund like I was promisedNo action is happeningDisgusted with this whole situationI had to close out my credit card because I was afraid this would happen again
Final Business Response /* (4000, 15, 2015/04/23) */
Digital River, Inc("DR") is in receipt of a counter-complaint from a customer regarding charges made to their accountThe complaint states that the customer believes they were incorrectly charged by DRAs such, the customer requests a refund for the charge
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 cannot locate the customer's order with the information provided in this complaint and therefore cannot locate the prior phone conversationRevdex.com DR customer service asks that the customer contact DR customer service department via phone once more and have them create a follform ticket number for the customer and put the order information on that ticket so that the DR customer service responding to this Revdex.com can locate the order see what information the customer is referring toUnfortunately DR cannot assist further until the charge can be located
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
We are very sorry to hear about the experience that customer *** Brockman had with their purchase of Stellar Phoenix Recovery for Quick Books and today
"Calibri",sans-serif">our Customer Service team located her Order Number *** and processed a refund in our system. We ask that Ms*** please allow 3-business days for this refund to reflect on her account
Russell ***, Paralegal
Initial Business Response /* (1000, 5, 2014/03/04) */
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 this software is incompatible with his computer systemAs
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 internetPer the customer's request, DR customer service issued the customer a full refund on March 3, This credit should appear in the customer's account within - business daysDR can confirm that there are no viruses contained in the software
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Business Response /* (1000, 5, 2014/11/24) */
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 3-business days
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Business Response /* (1000, 5, 2014/12/31) */
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 that they did not receive the productAs such, the customer
requests that their item be delivered to the customer overnight, as well as a refund for the cost of the product and overnight shipping
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, DR does not handle customer service or the delivery of products for Samsung ElectronicsOnly Samsung Electronics can assist with this request
Customer Service URL: http://www.samsung.com/us/support/contact-customer-services/
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, 2015/01/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Digital River Inc.'s response to my complaint is a lie:
"Although DR processes online payments for Samsung Electronics, DR does not handle customer service or the delivery of products for Samsung ElectronicsOnly Samsung Electronics can assist with this request."
Digital River Inc.'s contract on Samsung's website states:
"THESE TERMS OF SALE ("TERMS") CONSITUTE A BINDING LEGAL CONTRACT BETWEEN (A) US, DR GLOBALTECH, INC., WITH OFFICES AT XXXXX BREN ROAD WEST, MINNETONKA, MN XXXXX, THE SELLER (WITH REFERENCES TO "US", "WE", OR "OUR" BEING CONSTRUED ACCORDINGLY), AND (B) YOU, THE PURCHASER (WITH REFERENCES TO "YOU" OR "YOUR" BEING CONSTRUED ACCORDINGLY)
THESE TERMS APPLY TO ALL OFFERS, SALES AND PURCHASES OF THIRD PARTY PRODUCTS (INCLUDING, WITHOUT LIMITATION, HARDWARE, SOFTWARE, LICENSE RIGHTS, AND SERVICE USE RIGHTS RESOLD BY US) ("PRODUCTS") OR ACCESS RIGHTS TO SERVICES WE DIRECTLY PROVIDE (INCLUDING, WITHOUT LIMITATION, EXTENDED DOWNLOAD SERVICE OR REGISTRATION BACKUP SERVICE) ("DR SERVICES"), WHICH OCCUR EITHER (A) THROUGH THE ONLINE STORE ON WHICH WE POST THESE TERMS, OR (B) THROUGH ANY OTHER MEANS THROUGH WHICH WE ENGAGE IN THE SALE OF PRODUCTS AND DR SERVICES, SUCH AS BUT NOT LIMITED TO ORDERS BY PHONE (THE WEBSITE AND SUCH OTHER MEANS, A "DR COMMERCE SOLUTION")BY ORDERING ANY PRODUCT OR DR SERVICE THROUGH A DR COMMERCE SOLUTION OR BY VISITING THIS ONLINE STORE, YOU SIGNIFY YOUR ACCEPTANCE OF THIS AGREEMENT."
Digital River Incis the "Seller" referred to above as "us", "we", or "our" with offices located at "XXXXX BREN ROAD WEST, MINNETONKA, MN XXXXX," and therefore they are the correct party to complain against to the Revdex.com
https://shop.us.samsung.com/store?Action=DisplayPage&Locale=en_US&SiteID=samsung...⇄ services are provided by DR globalTech Inc., a Samsung Electronics America, Ince-commerce reseller.")
Digital River Inc.'s contract indicates it is the party responsible for delivery of products:
"DELIVERY
We will use all commercially reasonable efforts to deliver Products in a timely mannerDelivery timescales/dates specified on the DR Commerce Solution, in any order acknowledgement or elsewhere are estimates only."
Digital River tries to contract around its delivery deadline obligationthe Samsung wall bracket price advertised by the website (and confirmed multiple times during purchase and afterwards) came "with Free Shipping Ships within to business days"by claiming that merely constituted "estimates only." But there is no doubt it was the party responsible for delivery of my order
After my Revdex.com complaint and with no response from Samsung, I called customer service and requested my order be cancelled because, as of December and again on December 22, Samsung still could not confirm whether a shipment of wall brackets had arrived and/or when I could expect my item to be deliveredBut I was told I could not cancel my order or refuse delivery; I was going to have to wait until the wall bracket was delivered and then return it to get my money back!
On December 23, I received Samsung's "shipping confirmation" e-mailHowever, the e-mail indicated it was being sent by standard delivery and would take another week to arrive: "Estimated Delivery: Standard - Within 5-business days." In other words, Digital River Incused the same delivery method and timeframe I was promised when I originally purchased the item on November I finally received delivery of the wall bracket on December 29,
Just to point out how ridiculous Digital River Inc.'s month-long dilatory shipping was, I purchased an item online from the Apple Store on December 22, at 4:p.m., and I received delivery of the item on December 23, at 3:p.mThis less-than-24-hour shipping was not an additional service or something special, it is just the way Apple does business
Most businesses selling products online include their return policy and instructions for making returns with their packagingDigital River Incprovides no return instructions, however, and requires customers to contact their customer service to initiate a return
On December 30, I called customer service to begin the return processThe emailed instructions to return the wall bracket show an address of "XXXXX Bren Road W, Minnetonka, MN XXXXX," and say:
"Thank you for ordering from Samsung Electronics AmericaAt your request, a return has been initiatedYour request to return items ordered will expire in daysYou must follow the instructions below before your request expiresWe cannot issue a refund before these instructions are followed
Each product must be received at the following address in order for us to process your refund:
Samsung Store Returns
Attn: RMA#XXXXXXXXX
XXXXX Bren Road W
Minnetonka, MN XXXXX
Once the product is received, your refund should appear within 5-business days
Product: WMN4277SH/ZA
Quantity:
Return Request Details:
Order Number: XXXXXXXXXX
Order Date: November 29,
Return Reference Number: XXXXXXXXX
Reply Due By: January 29, 2015"
I tried taking my return to FedExFedEx's computer system did not recognize the RMA or address in the return instructionsFedEx explained that if I shipped the item to this address, then I would have to pay for it because there was no "established FedEx account or RMA" associated with that emailed shipping informationFedEx also advised that ordinarily companies provide a return label to go on the box or container, and that sellers will cover the cost of return shipping especially when the purchaser is dissatisfiedI considered these more red flagsI contacted Samsung customer service again to see whether they would provide me with a return label and cover the return shipping costs
On January 9, after my phone call with customer service, I received e-mail from FedEx stating that Digital River Incwas sending me the following:
"Digital River has provided shipping label for your convenience
Print your label by 01/24/
Shipment summary
Ship to: Digital River
Item description: WMN4277SH/ZA
Return merchandise authorization (RMA): RMA#XXXXXXXXX
For shipment questions or expired label access call XXXXXXXXXX
Recipient details
Samsung Returns
Digital River
XXXXX Bren Road West
Minnetonka, MN XXXXX
US
XXXXXXXXXX"
Although I finally got the return label and return shipping costs covered, it took investigation with FedEx, and two more customer service phone calls to get that accomplished (plus begging and groveling!)Digital River Inccould and should have canceled my order before it was shipped
Digital River is the recipient address, "XXXXX Bren Road West, Minnetonka, MN XXXXX," in the January 9th email, and the recipient address in Samsung's return instructions in the December 30th emailAnd again, this is the address set forth in Digital River Inc.'s contract (quoted above)The Shipment summary on the January 9th email says the return is going to "Digital River" and "for shipment questions or expired label access call XXXXXXXXXX." Currently, that number is answered by automated system and all incoming calls begin: "Thank you for calling the online stores' customer service, powered by Digital River."
It is unacceptable for Digital River Incto falsely claim it has no connection with customer service and delivery for SamsungDigital River Incoffered me a hollow apology, but if it were truly sorry for "any inconvenience experienced by the customer" then it should try to make the situation right, not try to dodge responsibility in Revdex.com complaints with some lie
What is worse, Digital River Inchas taken this we-do-not-handling-customer-service-and-delivery-for-Samsung position in response to other Revdex.com complaints from Samsung customersSee, e.g., (1) 06/17/Guarantee / Warranty Issues ("We used DRI to order a Samsung TV and have it shipped and delivered to Aledo TxWe ordered it in DEcand it was delivered in May.Does not work"); (2) 01/02/Billing / Collection Issues ("my credit card was charged even though I tried to cancel orderI did not yet get any notification for delivery but card was alredy charged.")
I want my $backThat was paid for wall bracket to be delivered on or before December (not December 29)I want that reimbursed immediately, not some time after "the product is received, your refund should appear within 5-business days."
I want compensation, for the time I've spent dealing with this nonsense, for (1/2) of one days worth of work, or $
Final Business Response /* (4000, 9, 2015/01/16) */
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 they have not been able to obtain a refundAs such, the customer requests a 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 only provides online payment processing services for Samsung Electronics AmericaPer DR's contract with Samsung Electronics America, DR is contractually prohibited from handling any of Samsung Electronics America's customer serviceTherefore, DR cannot provide customer service assistance (replacement product, refund, etc.) to the customerOnly 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, 2015/09/02) */
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 to the customer's credit card
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 pursuant to DR customer service records, a refund was 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) */
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 believes she purchased defective software. As such, the customer is requesting a full refund for the amount charged to
her credit card 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. The software’s publisher handles technical support for this product. Per the customer’s request, DR customer service issued the customer a full refund on July 6, 2016. This credit should appear in the customer’s account within 3-business days 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 a productThe complaint states that the customer believes they received a refurbished productThe complaint also states that
they have been unable to obtain a refund and second order as a replacementAs such, the customer requests a full refund for the purchase price and 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 internet
DR customer service has located the orderPer DR customer service records the customer's second order for replacement has already been sent to the customerOne the first product is returned, DR will process the refund
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 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 to their account, with interest
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 September 16, The customer can expect to see $reflected in their account within the next 3-business daysDR cannot process a refund with interest, and can only refund the price of the product
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Consumer Rebuttal /* (2000, 7, 2015/09/28) */
Initial Business Response /* (1000, 5, 2014/04/22) */
Digital River, Inc("DR") is in receipt of a complaint from a customer regarding the customer's purchase of an anti-virus software productThe complaint states that the customer believes that they were not able to install the software
onto their computerAdditionally, the complaint states that the customer was charged for tech support, which they believe did not help with the installationAs such, the customer requests a refund for the purchase price of the product and for the tech support service fee
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 was able to locate the order for the product and the tech support serviceA refund for the tech support service has been issued and the customer can expect to see this reflected in their account within the next 3-business days
However, DR customer services records show that the product purchase amount is in disputeAs such, customer service is unable to issue a refundPlease lift the dispute so that DR may process the refund for the purchase price of the product
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Consumer Rebuttal /* (3000, 7, 2014/04/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They know how much they charged me
$for the tech service
$for the grime fighter software
Pls.Issue the credit to paypal
The $Visa has been received
Final Business Response /* (4000, 20, 2014/05/01) */
Digital River, Inc("DR") is in receipt of a second counter-complaint from a customer regarding the customer's purchase of a software product and tech serviceThe complaint states that the customer believes they were only refunded for the tech service payment, but they believe they were not refunded for the software itselfAs such, they request a refund for the product's 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 internetPer DR customer service records, the remaining payment for the software product's purchase price is in chargeback status
DR customer service would be happy to issue a refund for the remaining amountHowever; DR is not able to do so because of the chargeback statusWhen funds are put into chargeback, they become frozen and DR customer service cannot do anything with those fundsOnly the customer has the ability to remove the chargeback statusDR customer service asks that the customer remove the chargeback status so that DR is able to process a refund
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Final Consumer Response /* (3000, 15, 2014/04/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't know what the *** they are talking aboutThis is their messChargeback or any other stupid excuse for not paying the #
THEY ARE TOTALLY RESPONSIBLE AND NEED TO DO WHATEVER NECESSARY
Initial Business Response /* (1000, 5, 2014/03/04) */
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 that their product was not delivered in the timeframe that was
promised
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internetPer the customer's admission in the complaint, their order issues have been addressed
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Final Consumer Response /* (3000, 7, 2014/03/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Getting different answers isn't it being addressedYour company CHARGES customers for 1-day delivery knowing FULL WELL that it will never reach the customer in the intended timeThis is blatant advertisingThe online store literally says that you deliver an additional $for INTERNATIONAL express which is 1-business days, $for INTERNATIONAL economy which is 3-business days and no extra charge for INTERNATIONAL post which is 5-business daysThose rates don't even make sense, but that's what you advertise
The key here is that you state INTERNATIONALYou can't advertise 1-day INTERNATIONAL shipping and then tell everyone that it takes 4-weeks, that's advertising and fraudulent business practices
I don't believe my product was not delivered in the time frame that was promisedIt wasn't delivered in the time frame it was promisedI was promised 5-business daysI got it over weeks after the fact
Initial Business Response /* (1000, 5, 2014/01/29) */
Digital River, Inc("DR") is receipt of a complaint from a customer regarding the customer's purchase of a software productThe complaint states that the customer believes this software did not function as expectedThe customer
requested a refund from the publisher but has yet to receive the 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 internet
Per DR customer service records, the customer has requested a refund through the publisherThis refund qas issued on January 23, by the publisher and is currently processingPlease allow 6-business days for this to be reflected in the customer's account
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Business Response /* (1000, 5, 2015/03/24) */
Digital River, Inc("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product and a subsequent automatic renewal of that productThe complaint states that the customer believes they did not
authorize the renewalAs such, the customer requests a full refund for the purchase price of the automatic renewal
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 processed a refund for the full amount of the auto renewal price on March, 20, The customer can expect to see this reflected in their account within the next 3-business daysAdditionally, DR customer service has turned off the auto renewal function so that there will be no future charges for this product
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc