Initial Business Response /* (1000, 5, 2014/06/24) */
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 they did not receive receipt of payment or the product...
itself. As such, the customer requests a refund for purchase price.
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet.
DR customer service has been unable to locate the order with the information provided by the customer. DR asks that the customer provide the email address used on their order and their order number so that the order may be located to further assist. Once the order can be located, DR would be happy to refund the customer for the renewal price.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Consumer Rebuttal /* (3000, 7, 2014/06/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I provided all information and they were still refusing to refund me. I spent countless hours and I have never received such horrible customer service. All they had to do was cancel the payment and they refused.
Final Business Response /* (4000, 9, 2014/07/07) */
("DR") is in receipt of a counter-complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer believes they did not receive receipt of payment or the product itself. As such, the customer requests a refund for purchase price.
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet.
DR customer service has been unable to locate the order, as DR has not been able to find any order information using the customer's name and email address. DR asks that the customer provide the order number so that the order may be located. Once the order can be located, DR would be happy to refund the customer for the renewal price.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Final Consumer Response /* (3000, 11, 2014/07/15) */
I did contact them and gave them the order number. The order number is uXXXXXXXXXX.
Initial Business Response /* (1000, 5, 2014/10/02) */
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 believes the product did not function as advertised. 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.
DR customer service has located the customer's order placed on August 25th, 2014 and has processed a refund for the full purchase price. 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.
I keep having a charge from Digital River that have had flagged fraudulent from this coming. I never even bought anything from this company, but for the last several weeks they have tried daily to get different amounts from my credit card. I have actually had the credit card turned off because of this. I think this company needs to do better research before selling an item to someone.
Initial Business Response /* (1000, 5, 2014/12/01) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding a software product. The complaint states that the customer believes they purchased the wrong software and were instructed to obtain a refund.
By way of...
reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has been unable to locate the customer with the information provided and asks that the customer provide further information regard the customer's complaint. Specifically, the order number, email address, and product name.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Business Response /* (1000, 5, 2014/04/09) */
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 experienced technical difficulties with the product. As such, the...
customer requests a full refund of 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 order placed by the customer on March 15, 2014. DR is happy to provide the customer a full refund for the purchase price. However, there is a dispute for this order registered with PayPal which prevents DR customer service from taking that action.
DR customer service requests that the customer clear this dispute with PayPal so that a full refund may be processed for this order. Please notify us via the Revdex.com or by calling our customer service once this dispute has been dropped.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's request for a refund. The complaint states that the customer has requested a refund on several occasions but has yet to be refunded. As such, the customer is requesting a full refund.
By...
way of reference, DR provides outsourced e-commerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. The software's publisher handles technical support for this product.
DR requires additional information from the customer in order for DR to locate the corresponding order to issue a refund. Please provide DR with the order number of the product to be refunded and DR customer service will assist.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Business Response /* (1000, 5, 2014/10/17) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The customer believes that they experienced significant delays in receiving their order and they believe they still...
have not received the 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 the DR cancel the order and issue 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 placed on September 17th, 2014. DR has submitted a cancellation request on this order. It is not guaranteed that the cancellation will be processed before the product is shipped.
DR customer service must wait to process a refund until it either receives confirmation that the order has been effectively cancelled, or if the product has already shipped, customer service will need to wait until the product is returned to the warehouse. DR customer Service records indicate that an email with return instructions has already been sent to the customer. Upon confirmation, DR customer service will issue a full refund to the customer.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Business Response /* (1000, 5, 2015/08/27) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a data recovery software product. The complaint states that the customer believes the product did not function as advertised...
and that the customer has been unable to obtain a refund. As such, the customer requests a full refund.
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet.
DR customer service has located the customer's order, and pursuant to DR customer services records, a refund was processed on August 17, 2015. The customer can expect to see these funds reflected in their account within the next 3-5 business days.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I finally received my refund.
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 previous occasions 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 had originally issued the customer a refund by check on October 19, 2016. As the original check hadn’t been cashed, DR customer service cancelled the original refund and reissued another refund by check on October 27, 2016. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.
Initial Business Response /* (1000, 5, 2014/02/25) */
Digital River, Inc. ("DR") is in receipt of complaint from a customer regarding the customer's purchase of a software product for computer maintenance and upkeep. The complaint states that the customer believes the software product did...
not function as advertised and has not been able to use the product. 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. DR customer service has located the order placed on October 24, 2013. DR customer service has issued a full refund for the purchase price. The customer can expect to see this reflected in her account in the next 3-5 business days.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Business Response /* (1000, 5, 2014/06/25) */
Digital River, Inc. ("DR") is in receipt of a counter-complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes the product did not function as advertised and that the...
customer has not been able to use the product. 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. DR customer service has located the order. DR customer service has issued a refund for the purchase price. The customer can expect to see this reflected in their account in the next 3-5 business days.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Business Response /* (1000, 5, 2016/03/18) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's request for a refund. The complaint states that the customer believes he purchased defective software. As such, the customer is requesting...
a full refund for the amount charged to his credit card.
By way of reference, DR provides outsourced e-commerce reselling services to product manufacturers and developers to assist them in selling their products on the 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 8, 2016. This credit should have appeared in the customer's account within 5-7 business days.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Consumer Rebuttal /* (2000, 7, 2016/03/21) */
Initial Business Response /* (1000, 5, 2015/03/26) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's attempted purchase of a product at a discounted price. The complaint states that the customer believes the product was not provided at the...
promised price because it was out of stock. As such, the customer requests that the product be offered to them at the discounted price or a refund for the difference in 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. Promotional prices are offered at Black Berry's sole discretion and they typically do not price match promotions running outside of the time frame when an order is placed and completed.
However, DR customer service has obtained approval from Black Berry to offer the customer the Classic for $299.00. DR customer service is currently working to have a purchase link set up specifically for the customer to use to place the order at this price. This link will be emailed to the customer as soon as it has been created.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
After placing an order on 11/29/14 for an item listed as available, I waited for a confirmation of shipping. On 12/6 I decided to cancel my order and use the money on another Christmas gift. I was informed that my order could not be cancelled even though an option is listed for this on their site. On 12/7 I rec'd a response stating that my order would be "shipping soon". The reason for delay was explained to me as a result of "the high volume of orders placed...during the Cyber Monday promotion". On 12/16 I once again asked for them to settle this and either refund my money, provide a discount or send me the item immediately. On 12/16 I rec'd a message stating that not only would they not provide any discount, cancellation or help but also revising the reason for delay to "a shipping delay due to Port Congestion". As of today, 12/24, I have not rec'd any updates on my purchase. The company has been unwilling to aid me in any way. They have tied up my money but have not shipped my product. When I expressed disapproval, they refused to do ANYTHING to make it right.
Initial Business Response /* (1000, 5, 2014/03/24) */
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 this software did not function as expected. 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 DR customer service records, the customer has since disputed this charge, which has removed the funds from DR's control. Unfortunately, DR is not able to issue a refund while an order is in dispute status. As such, the customer should clear the dispute status so DR can process the refund.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Final Consumer Response /* (3000, 7, 2014/03/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
yes, I have opended a dispute and now a claim withe Paypal. I just want my money refunded as this link and all the others they keep sending me do not work.
Thank you
Initial Business Response /* (1000, 5, 2014/02/25) */
Digital River, Inc. ("DR") is in receipt of complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer believes the key code he received to activate this software was...
invalid. 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. DR customer service has located the order placed on February 20, 2014. DR customer service has issued a full refund for the purchase price. The customer can expect to see this reflected in his account in the next 3-5 business days.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
The vendor in this matter is HTC Corp. and they have their store set up such that Digital River does not handled their customer service; they handle it directly. The contact information is the same on both of their sites, because it is all directing the customer to speak with HTC directly. All of our Digital River agents are trained to follow those settings, such that we cannot assist with HTC orders and the customer is required to work directly with the client. We apologize for this unfortunate situation but because of the way that HTC has set up its store this complaint should be directed toward HTC, as Digital River has no visibility regarding product shipment or HTC’s policies in that regard. To the extent that HTC has provided the customer with a full refund, that may be the best that they are able to do in this matter.
Russell Simmons
Paralegal
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. I have received my refund on July 26, 2016.
Initial Business Response /* (1000, 5, 2014/12/04) */
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 have still not received the product. As such, the customer...
requests a refund for the shipping cost.
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 the product was shipped on November 11th, 2014. The shipping method on the order specifies the shipment method used once the product is shipped, however, there is no guarantee that the product will ship out immediately.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Consumer Rebuttal /* (3000, 7, 2014/12/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received the item after an unreasonable timeframe.
Still not happy with the fact that I got two different answers when I called in and emailed for support. I got the runaround.
Company(Digital River) like this impacts BlackBerry in a negative way as a terrible experience with ordering a BlackBerry device
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 product. The complaint states that the customer believes the product did not function as advertised upon delivery. As such,...
the customer requests a replacement product.
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. Although DR processes online payments for Samsung Electronics, DR does not handle customer service or the delivery of products for Samsung Electronics. Only 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, 7 days/week
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Consumer Rebuttal /* (3000, 7, 2014/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Digital River, Inc. did not respond to the correct request. My complaint has nothing to do with product function upon receipt as stated above because I have yet to receive any of the 3 TVs. Guess they have as much trouble keeping their complaints straight as they have keeping track of inventory!!
My complaint is that three TVs were purchased on 12/1/14 and I confirmed through their online chat that they were in stock before completing the purchase. I was very specific about the products in stock having to ask repeated questions. Obviously they were not as they did not ship. Calls on 12/8 and 12/14 provided no information regarding when they would be in stock for shipment. On the second call, [redacted] informed me that the online chat doesn't have knowledge of stocking inventory and I should have called the sales number. How is the customer suppose to know that the online chat "how can I help" doesn't work??? She also said that the warehouse quit sending updates to customer service two weeks ago so they don't know any status of products. Very unprofessional business with no real information for the customer.
Since then, 2 of the TVs have actually shipped but the third still has not even shipped as of 12/17/14. That's 17 days after order! Sure hope they work when I finally receive them!
Final Business Response /* (4000, 9, 2014/12/26) */
Digital River, Inc. ("DR") is in receipt of a counter-complaint from a customer regarding the customer's purchase of Samsung products. The complaint states that the customer believes that they have not received the 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. Although DR processes online payments for Samsung Electronics, DR does not handle customer service or the delivery of products for Samsung Electronics. Only Samsung Electronics can assist with this request. As previously stated, we do not handle the customer service for Samsung.
As such, we have no option to see when the products will or will not ship out, nor do we have access to the warehouse. The customer will have to work with Samsung directly one this request, we are unable to assist because we do not have the ability or access.
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.
Initial Business Response /* (1000, 5, 2014/06/24) */
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 they did not receive receipt of payment or the product...
itself. As such, the customer requests a refund for purchase price.
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet.
DR customer service has been unable to locate the order with the information provided by the customer. DR asks that the customer provide the email address used on their order and their order number so that the order may be located to further assist. Once the order can be located, DR would be happy to refund the customer for the renewal price.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Consumer Rebuttal /* (3000, 7, 2014/06/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I provided all information and they were still refusing to refund me. I spent countless hours and I have never received such horrible customer service. All they had to do was cancel the payment and they refused.
Final Business Response /* (4000, 9, 2014/07/07) */
("DR") is in receipt of a counter-complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer believes they did not receive receipt of payment or the product itself. As such, the customer requests a refund for purchase price.
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet.
DR customer service has been unable to locate the order, as DR has not been able to find any order information using the customer's name and email address. DR asks that the customer provide the order number so that the order may be located. Once the order can be located, DR would be happy to refund the customer for the renewal price.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Final Consumer Response /* (3000, 11, 2014/07/15) */
I did contact them and gave them the order number. The order number is uXXXXXXXXXX.
Initial Business Response /* (1000, 5, 2014/10/02) */
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 believes the product did not function as advertised. 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.
DR customer service has located the customer's order placed on August 25th, 2014 and has processed a refund for the full purchase price. 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.
I keep having a charge from Digital River that have had flagged fraudulent from this coming. I never even bought anything from this company, but for the last several weeks they have tried daily to get different amounts from my credit card. I have actually had the credit card turned off because of this. I think this company needs to do better research before selling an item to someone.
Initial Business Response /* (1000, 5, 2014/12/01) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding a software product. The complaint states that the customer believes they purchased the wrong software and were instructed to obtain a refund.
By way of...
reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has been unable to locate the customer with the information provided and asks that the customer provide further information regard the customer's complaint. Specifically, the order number, email address, and product name.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Business Response /* (1000, 5, 2014/04/09) */
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 experienced technical difficulties with the product. As such, the...
customer requests a full refund of 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 order placed by the customer on March 15, 2014. DR is happy to provide the customer a full refund for the purchase price. However, there is a dispute for this order registered with PayPal which prevents DR customer service from taking that action.
DR customer service requests that the customer clear this dispute with PayPal so that a full refund may be processed for this order. Please notify us via the Revdex.com or by calling our customer service once this dispute has been dropped.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's request for a refund. The complaint states that the customer has requested a refund on several occasions but has yet to be refunded. As such, the customer is requesting a full refund.
By...
way of reference, DR provides outsourced e-commerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. The software's publisher handles technical support for this product.
DR requires additional information from the customer in order for DR to locate the corresponding order to issue a refund. Please provide DR with the order number of the product to be refunded and DR customer service will assist.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Business Response /* (1000, 5, 2014/10/17) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The customer believes that they experienced significant delays in receiving their order and they believe they still...
have not received the 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 the DR cancel the order and issue 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 placed on September 17th, 2014. DR has submitted a cancellation request on this order. It is not guaranteed that the cancellation will be processed before the product is shipped.
DR customer service must wait to process a refund until it either receives confirmation that the order has been effectively cancelled, or if the product has already shipped, customer service will need to wait until the product is returned to the warehouse. DR customer Service records indicate that an email with return instructions has already been sent to the customer. Upon confirmation, DR customer service will issue a full refund to the customer.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Business Response /* (1000, 5, 2015/08/27) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a data recovery software product. The complaint states that the customer believes the product did not function as advertised...
and that the customer has been unable to obtain a refund. As such, the customer requests a full refund.
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet.
DR customer service has located the customer's order, and pursuant to DR customer services records, a refund was processed on August 17, 2015. The customer can expect to see these funds reflected in their account within the next 3-5 business days.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I finally received my refund.
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 previous occasions 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 had originally issued the customer a refund by check on October 19, 2016. As the original check hadn’t been cashed, DR customer service cancelled the original refund and reissued another refund by check on October 27, 2016. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.
Initial Business Response /* (1000, 5, 2014/02/25) */
Digital River, Inc. ("DR") is in receipt of complaint from a customer regarding the customer's purchase of a software product for computer maintenance and upkeep. The complaint states that the customer believes the software product did...
not function as advertised and has not been able to use the product. 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. DR customer service has located the order placed on October 24, 2013. DR customer service has issued a full refund for the purchase price. The customer can expect to see this reflected in her account in the next 3-5 business days.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Business Response /* (1000, 5, 2014/06/25) */
Digital River, Inc. ("DR") is in receipt of a counter-complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes the product did not function as advertised and that the...
customer has not been able to use the product. 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. DR customer service has located the order. DR customer service has issued a refund for the purchase price. The customer can expect to see this reflected in their account in the next 3-5 business days.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Business Response /* (1000, 5, 2016/03/18) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's request for a refund. The complaint states that the customer believes he purchased defective software. As such, the customer is requesting...
a full refund for the amount charged to his credit card.
By way of reference, DR provides outsourced e-commerce reselling services to product manufacturers and developers to assist them in selling their products on the 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 8, 2016. This credit should have appeared in the customer's account within 5-7 business days.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Consumer Rebuttal /* (2000, 7, 2016/03/21) */
Initial Business Response /* (1000, 5, 2015/03/26) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's attempted purchase of a product at a discounted price. The complaint states that the customer believes the product was not provided at the...
promised price because it was out of stock. As such, the customer requests that the product be offered to them at the discounted price or a refund for the difference in 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. Promotional prices are offered at Black Berry's sole discretion and they typically do not price match promotions running outside of the time frame when an order is placed and completed.
However, DR customer service has obtained approval from Black Berry to offer the customer the Classic for $299.00. DR customer service is currently working to have a purchase link set up specifically for the customer to use to place the order at this price. This link will be emailed to the customer as soon as it has been created.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
After placing an order on 11/29/14 for an item listed as available, I waited for a confirmation of shipping. On 12/6 I decided to cancel my order and use the money on another Christmas gift. I was informed that my order could not be cancelled even though an option is listed for this on their site. On 12/7 I rec'd a response stating that my order would be "shipping soon". The reason for delay was explained to me as a result of "the high volume of orders placed...during the Cyber Monday promotion". On 12/16 I once again asked for them to settle this and either refund my money, provide a discount or send me the item immediately. On 12/16 I rec'd a message stating that not only would they not provide any discount, cancellation or help but also revising the reason for delay to "a shipping delay due to Port Congestion". As of today, 12/24, I have not rec'd any updates on my purchase. The company has been unwilling to aid me in any way. They have tied up my money but have not shipped my product. When I expressed disapproval, they refused to do ANYTHING to make it right.
Initial Business Response /* (1000, 5, 2014/03/24) */
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 this software did not function as expected. 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 DR customer service records, the customer has since disputed this charge, which has removed the funds from DR's control. Unfortunately, DR is not able to issue a refund while an order is in dispute status. As such, the customer should clear the dispute status so DR can process the refund.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Final Consumer Response /* (3000, 7, 2014/03/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
yes, I have opended a dispute and now a claim withe Paypal. I just want my money refunded as this link and all the others they keep sending me do not work.
Thank you
Initial Business Response /* (1000, 5, 2014/02/25) */
Digital River, Inc. ("DR") is in receipt of complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer believes the key code he received to activate this software was...
invalid. 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. DR customer service has located the order placed on February 20, 2014. DR customer service has issued a full refund for the purchase price. The customer can expect to see this reflected in his account in the next 3-5 business days.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
The vendor in this matter is HTC Corp. and they have their store set up such that Digital River does not handled their customer service; they handle it directly. The contact information is the same on both of their sites, because it is all directing the customer to speak with HTC directly. All of our Digital River agents are trained to follow those settings, such that we cannot assist with HTC orders and the customer is required to work directly with the client. We apologize for this unfortunate situation but because of the way that HTC has set up its store this complaint should be directed toward HTC, as Digital River has no visibility regarding product shipment or HTC’s policies in that regard. To the extent that HTC has provided the customer with a full refund, that may be the best that they are able to do in this matter.
Russell Simmons
Paralegal
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. I have received my refund on July 26, 2016.
Thank you for your assistance.
Initial Business Response /* (1000, 5, 2014/12/04) */
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 have still not received the product. As such, the customer...
requests a refund for the shipping cost.
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 the product was shipped on November 11th, 2014. The shipping method on the order specifies the shipment method used once the product is shipped, however, there is no guarantee that the product will ship out immediately.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Consumer Rebuttal /* (3000, 7, 2014/12/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received the item after an unreasonable timeframe.
Still not happy with the fact that I got two different answers when I called in and emailed for support. I got the runaround.
Company(Digital River) like this impacts BlackBerry in a negative way as a terrible experience with ordering a BlackBerry device
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 product. The complaint states that the customer believes the product did not function as advertised upon delivery. As such,...
the customer requests a replacement product.
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. Although DR processes online payments for Samsung Electronics, DR does not handle customer service or the delivery of products for Samsung Electronics. Only 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, 7 days/week
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Consumer Rebuttal /* (3000, 7, 2014/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Digital River, Inc. did not respond to the correct request. My complaint has nothing to do with product function upon receipt as stated above because I have yet to receive any of the 3 TVs. Guess they have as much trouble keeping their complaints straight as they have keeping track of inventory!!
My complaint is that three TVs were purchased on 12/1/14 and I confirmed through their online chat that they were in stock before completing the purchase. I was very specific about the products in stock having to ask repeated questions. Obviously they were not as they did not ship. Calls on 12/8 and 12/14 provided no information regarding when they would be in stock for shipment. On the second call, [redacted] informed me that the online chat doesn't have knowledge of stocking inventory and I should have called the sales number. How is the customer suppose to know that the online chat "how can I help" doesn't work??? She also said that the warehouse quit sending updates to customer service two weeks ago so they don't know any status of products. Very unprofessional business with no real information for the customer.
Since then, 2 of the TVs have actually shipped but the third still has not even shipped as of 12/17/14. That's 17 days after order! Sure hope they work when I finally receive them!
Final Business Response /* (4000, 9, 2014/12/26) */
Digital River, Inc. ("DR") is in receipt of a counter-complaint from a customer regarding the customer's purchase of Samsung products. The complaint states that the customer believes that they have not received the 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. Although DR processes online payments for Samsung Electronics, DR does not handle customer service or the delivery of products for Samsung Electronics. Only Samsung Electronics can assist with this request. As previously stated, we do not handle the customer service for Samsung.
As such, we have no option to see when the products will or will not ship out, nor do we have access to the warehouse. The customer will have to work with Samsung directly one this request, we are unable to assist because we do not have the ability or access.
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.