Initial Business Response /* (1000, 5, 2016/01/18) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of an online product. The complaint states that the customer believes there was an error with the product price, and that the...
price would not be honored, and only a refund would be processed. As such, the customer requests a refund, or the preferably, the 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 been unable to locate the customer's order with the information provided. DR customer services asks the customer to please provide an order number and/or the email address that was used when placing the order, so that DR customer service may attempt to locate the order in the system and assist with this issue.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
business requested an order number which I can provide
Final Consumer Response /* (3000, 9, 2016/01/19) */
business requested an order number which I can provide
order number that the company requires is XXXXXXXXXXX,and payment was made via paypal under the email [redacted]@aol.com..please forward this information to the company as they requested thank you
Final Business Response /* (4000, 11, 2016/01/20) */
Digital River, Inc. ("DR") is in receipt of additional correspondence to a complaint from a customer regarding the customer's purchase of an online product. The complaint states that the customer believes there was an error with the product price, and that the price would not be honored, and only a refund would be processed. As such, the customer requests a refund, or the preferably, the 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.
After reviewing the order information provided by the customer, it was determined that the order was for the purchase of a Samsung product. DR only provides online payment processing services for Samsung Electronics America. Per DR's contract with Samsung Electronics America, DR is contractually prohibited from handling any of Samsung's customer service. Therefore, DR cannot provide customer service assistance (refund, replacement product, etc.) to the customer. Only Samsung Electronics America can assist with this request. The customer is advised to contact Samsung with the information provided below.
Customer Service URL: http://www.samsung.com/us/support/contact-customer-services/
Customer Services Phone: [redacted]
Hours: 9AM-9PM, 7 days/week
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Multiple orders were generated for the same order. I called them to cancel them and they said it was fine. The charges were denied by your bank. Bank thought it was fraud. What they failed to inform me is that in their system, it was on hold or something. Basically 20 days later. It charged me for those orders. Over $1200 out oif my bank account removed. They couldn't do anything because the order already shipped, so I checked with FedEx and they said it's still in there hands. Called them back and they said there is nothing they can do all though it hasn't left their facility. This is the worst company I have ever worked with.
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 two products. The complaint states that the customer believes the products did not ship correctly, and was delayed. As such,...
the customer requests a full refund for both products.
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 order placed on February 10th, 2014. DR customer service records show that the two products have been shipped by the warehouse. If the customer would still like a refund for his order, he will need to refuse its delivery, or send it back if already accepted. A refund will be issued by DR customer service once the products are received by the warehouse.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Consumer Rebuttal /* (3000, 7, 2014/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want to return the items, but I want a return label. To be honest I do not trust this vendor. I want the items to be able to be tracked, so they can not claim they never got the package.
Initial Business Response /* (1000, 5, 2016/01/18) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer believes the product did not function as advertised, and as such...
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 processed. The customer can expect to see this reflected in their account in the next 5-7 business days.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response because they are giving me the refund that I requested.
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 receipt of product emails. The complaint states that the customer believes that they have been incorrectly receiving promotional product...
emails. As such, the customer requests that they be removed from these email listings.
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 issued a request to have the customer removed from all mailing lists.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Business Response /* (4000, 14, 2014/06/26) */
Digital River, Inc. ("DR") is in receipt of a counter-complaint from a customer regarding the customer's receipt of product emails. The complaint states that the customer believes that they have been not been removed from an email list sending promotional products. As such, the customer requests that they be removed from these email listings.
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 verified that the customer has been removed from all mailing lists. Should the customer continue to receive these emails, DR customer service requests that the customer provide a copy of one or two of the emails so that DR customer service can troubleshoot the issue.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Business Response /* (1000, 5, 2014/07/11) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer was not satisfied with the product and believes that they returned the...
product to receive a refund. The complaint also states that the customer believes that they did not receive a refund for the product when it was returned. As such, the customer requests a full refund for the purchase price of the product as well as to be paid for the fees charged to him by his Wal-mart 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. Per DR customer service records the item has been received by the warehouse and a refund for the purchase price has been issued to the customer. The customer can expect to see this reflected in his account in the next 3-5 business days. Unfortunately, DR is not able to refund the fees from the Wal-mart prepaid debit card.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Business Response /* (1000, 5, 2015/01/07) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product twice. The complaint states that the customer's first purchase of the software product did not function. The...
customer states that they subsequently purchased the software product a second time successfully. The customer believes they have not been able to obtain a refund for the first purchase and as such are requesting such 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. Although DR processes online payments for Microsoft, DR does not handle customer service for technical support or refunds. As such, the customer must reach out to Microsoft and work with them directly to obtain a refund.
URL: http://microsoftstore.com/contact_us
Phone: X-XXX-XXX-XXXX
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Consumer Rebuttal /* (3000, 7, 2015/01/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Microsoft does not acknowledge the sale of this product to me. If I had purchased it directly from them, I would have had to set up an account. Since I don't have such an account (I did not need to set up an account, because Digital River processed the payment), I don't exist in their system and they cannot help me. They insist that I may only seek a refund from Digital River, as Digital River was the entity that received my payments - both of them. My credit card account shows no transaction with Microsoft, only with Digital River.
Final Consumer Response /* (3000, 9, 2015/01/08) */
Additional comment to Digital River response:
I ONLY HAVE PRIVITY OF CONTRACT WITH DIGITAL RIVER.
Further, it is not that the first product was defective. I never received the product that I paid for at all. I was paying for the download of some software and the information (a code) that I was supposed to receive on payment of the fee was never sent to me. Therefore, Digital River did not provide me with a working download - or did not provide Microsoft with the information they required to provide me with the download. Accordingly, I paid a second time to get the download for the first time. My entire transaction was with Digital River. I am not privy to whatever their relationship is with Microsoft.
I am happy to supply copies of the relevant sections of my American Express bill to prove that I made the payments to Digital River only and that I have made no payments to Microsoft.
I only have privity of contract with Digital River. If they would like to bring Microsoft into the conversation, that's fine. But someone has to refund the $166.55 that I paid for which I received nothing.
Final Business Response /* (4000, 15, 2015/01/19) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer believes that they did not receive the product. As 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 internet.
DR only provides online payment processing services for Microsoft. Per DR's contract with Microsoft, DR is contractually prohibited from handling any of Microsoft's customer service. Therefore, DR cannot provide customer service assistance (replacement product, refund, etc.) to the customer. Only Microsoft can assist with this request.
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 attempted purchase of a product. The customer believes that they attempted to purchase a product twice but that it did not go through the...
first or the second time. The customer also believes that PayPal cannot remove the charges on the customer's account. As such, the customer requests the two charges to be taken off of their PayPal account.
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. DR customer service records show that DR did not receive these funds from PayPal. Therefore, DR is not able to refund anything. If PayPal requires information from DR to remove the charges, DR customer services asks that the customer communicate what information PayPal needs so that DR may provide any such information to the customer and PayPal to remove the charges.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Consumer Rebuttal /* (3000, 7, 2014/12/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It's a nonsensical response. DR applied the hold, and they have to remove it. PayPal has already spoken, there is nothing that can be done from their side. It just sounds like DR doesn't know how to remove the hold. I may have to contact my Secretary of State.
Final Business Response /* (4000, 9, 2014/12/23) */
Digital River, Inc. ("DR") is in receipt of a counter-complaint from a customer regarding the customer's attempted purchase of a product. The customer believes that they attempted to purchase a product twice but that it did not go through the first or the second time. The customer also believes that PayPal cannot remove the charges on the customer's account. As such, the customer requests the two charges to be taken off of their PayPal account.
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 records still show that DR does not have these funds in its possession. Therefore, DR does not have the ability to hold or release the funds. DR customer service asks that the customer speak with PayPal to determine specifically what information PayPal needs from DR to release the hold. DR customer service is not able to reach out to PayPal regarding the customer's account, as DR is not the account holder.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Business Response /* (1000, 5, 2015/01/07) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer believes that they purchased three version of the same software. The...
complaint further states that the customer did not use the software and 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 internet. DR customer service has located two orders matching the customer's description and has issued a full refund for those orders. The customer can expect to see this reflected in their account within the next 3-5- business days.
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 the product that he purchased was not delivered. 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. Seeing as this complaint is in regards to a HTC product that the customer purchased through the HTC Shop, DR must re-direct this complaint to the HTC Customer Support Team as they handle their own shipments and customer service support. Please reach out to the HTC Customer Support Team with this dispute, please contact them at: URL: http://store.digitalriver.com/store/htcus/help; Email: [email protected]; Phone: ###-###-#### DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.
Initial Business Response /* (1000, 6, 2015/01/16) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer believes that they did not receive the product and that the customer...
has been unable to obtain a refund. As such, the customer requests a full refund and compensation for time spent while contacting customer service.
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 January 9th, 2015. DR customer service has processed a refund for the full amount of the customer's order. The customer can expect to see this reflected in their account within the next 3-5 business days.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Digital River supplied a refund request shortly after my complaint. I have received this refund and the issue is now resolved.
Initial Business Response /* (1000, 5, 2014/09/18) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The customer believes the product did not function as advertised. The complaint also states that the customer...
believes they have been unable to obtain a refund for the product. As such, the customer requests a refund for the 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 customer's order. A refund for the full purchased price has been issued. The customer can expect to see this reflected in their account within the next 3-5 days.
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.
Per the customer's request, DR customer service issued the customer a full refund on March 15, 2016.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Business Response /* (1000, 5, 2014/05/02) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The customer believes they experienced shipping delays and no longer wanted their product. The complaint also states...
that the customer believes they attempted to cancel their order but were unable to do so. As such, they request a refund for the 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 customer's order. Per DR customer services records this order has not shipped as it is on backorder. Therefore, no charge has been issued to the customer. DR customer service has cancelled the order so the customer will neither be charged nor sent the product.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Final Consumer Response /* (2000, 5, 2015/07/20) */
Received chat from consumer 7/20/2015
CASE#: [redacted]
3 days ago
[redacted]
Message:
After filing the complain with you today Digital River sent me an e-mail stating that they refund the money to my Visa account. So as of now...
I consider the case solved. Thank you for your involvement. Filing the complain with you was enough for the company to reverse the charges.
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 a previous occasion but has yet to be refunded. As such, the customer is requesting a full...
refund for the amount charged to his account. By way of reference, DR provides outsourced ecommerce reselling services to software 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 August 5, 2016. This credit should have appeared in the customer’s account within 3-5 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.
Initial Business Response /* (1000, 5, 2014/03/28) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer was not satisfied with this software and would like to take advantage...
of a 30 Day Money Back Guarantee. As 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 the customer's request, DR customer service issued the customer a full refund on March 28, 2014. This credit should be reflected in the customer's account within 3 - 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 receipt of a complaint from a customer regarding the customer's pre-order of two products. The complaint states that the customer believes that they have not received their products by the promised delivery...
date and that one product was on backorder. As such, the customer requests that both products be delivered immediately.
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, neither of the products were placed on backorder. Customer service records show that both products were shipped out on March 12, 2014. Please allow 7-14 business days for delivery.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
I ordered my HTC Vive on March 2, 2016 and as of May 9th, 2016 I still do not have my tracking information. HTC and Digital River and telling me that they are shipping these Vives in order by first come first serve yet I see dozens of people posting online that they already have their Vive or have the shipping information for it when they didn't order until late March or even early April. My advice to anyone considering pre-ordering a Vive would be to just wait until they are in stores and even then don't count on good customer services if you have a problem.
Initial Business Response /* (1000, 5, 2016/01/18) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of an online product. The complaint states that the customer believes there was an error with the product price, and that the...
price would not be honored, and only a refund would be processed. As such, the customer requests a refund, or the preferably, the 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 been unable to locate the customer's order with the information provided. DR customer services asks the customer to please provide an order number and/or the email address that was used when placing the order, so that DR customer service may attempt to locate the order in the system and assist with this issue.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
business requested an order number which I can provide
Final Consumer Response /* (3000, 9, 2016/01/19) */
business requested an order number which I can provide
order number that the company requires is XXXXXXXXXXX,and payment was made via paypal under the email [redacted]@aol.com..please forward this information to the company as they requested thank you
Final Business Response /* (4000, 11, 2016/01/20) */
Digital River, Inc. ("DR") is in receipt of additional correspondence to a complaint from a customer regarding the customer's purchase of an online product. The complaint states that the customer believes there was an error with the product price, and that the price would not be honored, and only a refund would be processed. As such, the customer requests a refund, or the preferably, the 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.
After reviewing the order information provided by the customer, it was determined that the order was for the purchase of a Samsung product. DR only provides online payment processing services for Samsung Electronics America. Per DR's contract with Samsung Electronics America, DR is contractually prohibited from handling any of Samsung's customer service. Therefore, DR cannot provide customer service assistance (refund, replacement product, etc.) to the customer. Only Samsung Electronics America can assist with this request. The customer is advised to contact Samsung with the information provided below.
Customer Service URL: http://www.samsung.com/us/support/contact-customer-services/
Customer Services Phone: [redacted]
Hours: 9AM-9PM, 7 days/week
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Multiple orders were generated for the same order. I called them to cancel them and they said it was fine. The charges were denied by your bank. Bank thought it was fraud. What they failed to inform me is that in their system, it was on hold or something. Basically 20 days later. It charged me for those orders. Over $1200 out oif my bank account removed. They couldn't do anything because the order already shipped, so I checked with FedEx and they said it's still in there hands. Called them back and they said there is nothing they can do all though it hasn't left their facility. This is the worst company I have ever worked with.
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 two products. The complaint states that the customer believes the products did not ship correctly, and was delayed. As such,...
the customer requests a full refund for both products.
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 order placed on February 10th, 2014. DR customer service records show that the two products have been shipped by the warehouse. If the customer would still like a refund for his order, he will need to refuse its delivery, or send it back if already accepted. A refund will be issued by DR customer service once the products are received by the warehouse.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Consumer Rebuttal /* (3000, 7, 2014/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want to return the items, but I want a return label. To be honest I do not trust this vendor. I want the items to be able to be tracked, so they can not claim they never got the package.
Initial Business Response /* (1000, 5, 2016/01/18) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer believes the product did not function as advertised, and as such...
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 processed. The customer can expect to see this reflected in their account in the next 5-7 business days.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response because they are giving me the refund that I requested.
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 receipt of product emails. The complaint states that the customer believes that they have been incorrectly receiving promotional product...
emails. As such, the customer requests that they be removed from these email listings.
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 issued a request to have the customer removed from all mailing lists.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Business Response /* (4000, 14, 2014/06/26) */
Digital River, Inc. ("DR") is in receipt of a counter-complaint from a customer regarding the customer's receipt of product emails. The complaint states that the customer believes that they have been not been removed from an email list sending promotional products. As such, the customer requests that they be removed from these email listings.
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 verified that the customer has been removed from all mailing lists. Should the customer continue to receive these emails, DR customer service requests that the customer provide a copy of one or two of the emails so that DR customer service can troubleshoot the issue.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Business Response /* (1000, 5, 2014/07/11) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer was not satisfied with the product and believes that they returned the...
product to receive a refund. The complaint also states that the customer believes that they did not receive a refund for the product when it was returned. As such, the customer requests a full refund for the purchase price of the product as well as to be paid for the fees charged to him by his Wal-mart 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. Per DR customer service records the item has been received by the warehouse and a refund for the purchase price has been issued to the customer. The customer can expect to see this reflected in his account in the next 3-5 business days. Unfortunately, DR is not able to refund the fees from the Wal-mart prepaid debit card.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Business Response /* (1000, 5, 2015/01/07) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product twice. The complaint states that the customer's first purchase of the software product did not function. The...
customer states that they subsequently purchased the software product a second time successfully. The customer believes they have not been able to obtain a refund for the first purchase and as such are requesting such 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. Although DR processes online payments for Microsoft, DR does not handle customer service for technical support or refunds. As such, the customer must reach out to Microsoft and work with them directly to obtain a refund.
URL: http://microsoftstore.com/contact_us
Phone: X-XXX-XXX-XXXX
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Consumer Rebuttal /* (3000, 7, 2015/01/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Microsoft does not acknowledge the sale of this product to me. If I had purchased it directly from them, I would have had to set up an account. Since I don't have such an account (I did not need to set up an account, because Digital River processed the payment), I don't exist in their system and they cannot help me. They insist that I may only seek a refund from Digital River, as Digital River was the entity that received my payments - both of them. My credit card account shows no transaction with Microsoft, only with Digital River.
Final Consumer Response /* (3000, 9, 2015/01/08) */
Additional comment to Digital River response:
I ONLY HAVE PRIVITY OF CONTRACT WITH DIGITAL RIVER.
Further, it is not that the first product was defective. I never received the product that I paid for at all. I was paying for the download of some software and the information (a code) that I was supposed to receive on payment of the fee was never sent to me. Therefore, Digital River did not provide me with a working download - or did not provide Microsoft with the information they required to provide me with the download. Accordingly, I paid a second time to get the download for the first time. My entire transaction was with Digital River. I am not privy to whatever their relationship is with Microsoft.
I am happy to supply copies of the relevant sections of my American Express bill to prove that I made the payments to Digital River only and that I have made no payments to Microsoft.
I only have privity of contract with Digital River. If they would like to bring Microsoft into the conversation, that's fine. But someone has to refund the $166.55 that I paid for which I received nothing.
Final Business Response /* (4000, 15, 2015/01/19) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer believes that they did not receive the product. As 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 internet.
DR only provides online payment processing services for Microsoft. Per DR's contract with Microsoft, DR is contractually prohibited from handling any of Microsoft's customer service. Therefore, DR cannot provide customer service assistance (replacement product, refund, etc.) to the customer. Only Microsoft can assist with this request.
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 attempted purchase of a product. The customer believes that they attempted to purchase a product twice but that it did not go through the...
first or the second time. The customer also believes that PayPal cannot remove the charges on the customer's account. As such, the customer requests the two charges to be taken off of their PayPal account.
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. DR customer service records show that DR did not receive these funds from PayPal. Therefore, DR is not able to refund anything. If PayPal requires information from DR to remove the charges, DR customer services asks that the customer communicate what information PayPal needs so that DR may provide any such information to the customer and PayPal to remove the charges.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Consumer Rebuttal /* (3000, 7, 2014/12/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It's a nonsensical response. DR applied the hold, and they have to remove it. PayPal has already spoken, there is nothing that can be done from their side. It just sounds like DR doesn't know how to remove the hold. I may have to contact my Secretary of State.
Final Business Response /* (4000, 9, 2014/12/23) */
Digital River, Inc. ("DR") is in receipt of a counter-complaint from a customer regarding the customer's attempted purchase of a product. The customer believes that they attempted to purchase a product twice but that it did not go through the first or the second time. The customer also believes that PayPal cannot remove the charges on the customer's account. As such, the customer requests the two charges to be taken off of their PayPal account.
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 records still show that DR does not have these funds in its possession. Therefore, DR does not have the ability to hold or release the funds. DR customer service asks that the customer speak with PayPal to determine specifically what information PayPal needs from DR to release the hold. DR customer service is not able to reach out to PayPal regarding the customer's account, as DR is not the account holder.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Business Response /* (1000, 5, 2015/01/07) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer believes that they purchased three version of the same software. The...
complaint further states that the customer did not use the software and 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 internet. DR customer service has located two orders matching the customer's description and has issued a full refund for those orders. The customer can expect to see this reflected in their account within the next 3-5- business days.
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 the product that he purchased was not delivered. 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. Seeing as this complaint is in regards to a HTC product that the customer purchased through the HTC Shop, DR must re-direct this complaint to the HTC Customer Support Team as they handle their own shipments and customer service support. Please reach out to the HTC Customer Support Team with this dispute, please contact them at: URL: http://store.digitalriver.com/store/htcus/help; Email: [email protected]; Phone: ###-###-#### DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.
Initial Business Response /* (1000, 6, 2015/01/16) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer believes that they did not receive the product and that the customer...
has been unable to obtain a refund. As such, the customer requests a full refund and compensation for time spent while contacting customer service.
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 January 9th, 2015. DR customer service has processed a refund for the full amount of the customer's order. The customer can expect to see this reflected in their account within the next 3-5 business days.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Digital River supplied a refund request shortly after my complaint. I have received this refund and the issue is now resolved.
Initial Business Response /* (1000, 5, 2014/09/18) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The customer believes the product did not function as advertised. The complaint also states that the customer...
believes they have been unable to obtain a refund for the product. As such, the customer requests a refund for the 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 customer's order. A refund for the full purchased price has been issued. The customer can expect to see this reflected in their account within the next 3-5 days.
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.
Per the customer's request, DR customer service issued the customer a full refund on March 15, 2016.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Business Response /* (1000, 5, 2014/05/02) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The customer believes they experienced shipping delays and no longer wanted their product. The complaint also states...
that the customer believes they attempted to cancel their order but were unable to do so. As such, they request a refund for the 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 customer's order. Per DR customer services records this order has not shipped as it is on backorder. Therefore, no charge has been issued to the customer. DR customer service has cancelled the order so the customer will neither be charged nor sent the product.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Final Consumer Response /* (2000, 5, 2015/07/20) */
Received chat from consumer 7/20/2015
CASE#: [redacted]
3 days ago
[redacted]
Message:
After filing the complain with you today Digital River sent me an e-mail stating that they refund the money to my Visa account. So as of now...
I consider the case solved. Thank you for your involvement. Filing the complain with you was enough for the company to reverse the charges.
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 a previous occasion but has yet to be refunded. As such, the customer is requesting a full...
refund for the amount charged to his account. By way of reference, DR provides outsourced ecommerce reselling services to software 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 August 5, 2016. This credit should have appeared in the customer’s account within 3-5 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.
Initial Business Response /* (1000, 5, 2014/03/28) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer was not satisfied with this software and would like to take advantage...
of a 30 Day Money Back Guarantee. As 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 the customer's request, DR customer service issued the customer a full refund on March 28, 2014. This credit should be reflected in the customer's account within 3 - 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 receipt of a complaint from a customer regarding the customer's pre-order of two products. The complaint states that the customer believes that they have not received their products by the promised delivery...
date and that one product was on backorder. As such, the customer requests that both products be delivered immediately.
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, neither of the products were placed on backorder. Customer service records show that both products were shipped out on March 12, 2014. Please allow 7-14 business days for delivery.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
I ordered my HTC Vive on March 2, 2016 and as of May 9th, 2016 I still do not have my tracking information. HTC and Digital River and telling me that they are shipping these Vives in order by first come first serve yet I see dozens of people posting online that they already have their Vive or have the shipping information for it when they didn't order until late March or even early April. My advice to anyone considering pre-ordering a Vive would be to just wait until they are in stores and even then don't count on good customer services if you have a problem.