Digital River

I bought a DVD creator program, Wondershare, and a VPN setup program from Digital River, IncThey double billed me for both, then said they had no record of my ordersI had all necessary information to lbut the information was not recognizedThey gave me the run-around, kept promising refunds but nothing happened, even though I had the bank statement showing the double billing which I sent to themI think this business is fraudulent and customers should be warned not to use them

Initial Business Response / [redacted] (1000, 7, 2014/04/14) */ Digital River, Inc("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a productThe complaint states that the customer believes he requested to cancel his order, as it was on backorderThe customer believes he was informed that his order could not be cancelledAs such, the customer wishes to cancel the order By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internetDR customer service has located the customer's order and cannot cancel it because it has already shipped and has already been fully processed In order to obtain a refund for this order, the customer must refuse delivery of the package and product must return to the warehouse before the refund can be processedPlease allow for 1-business days for FedEx to update the shipping progress once the order returns to the warehouse DR apologizes for any inconvenience experienced by the customer Sincerely, Digital River, Inc Initial Consumer Rebuttal / [redacted] (3000, 11, 2014/04/15) */ I received a charge on my credit card today for $I got an email asking for my name and email address to get a return labelThey have my full name and email and I had to reply with this info but still no return tag This company has now caused me to have an over draft and I need them to take the charge off and give me a return label for this itemIf no answer before tomorrow I will be dropping this off at fed ex and telling them I refuse the package I need this company to step up and fix their error I received this email today: Add star Square-Enix US CS Fri, Apr 11, at 7:AM To: [redacted] Reply Reply to all Forward Print Delete Show original Dear [redacted] , Thank you for contacting the Square Enix online store We apologize for the inconvenience this issue has causedUnfortunately, the product that you ordered is still out of stockAlthough we do not have an estimated arrival date, we are working to obtain more stock as soon as possible As soon as we receive your product, it will be promptly shipped and you will receive a notification via emailRest assured that we will not charge your card until the product shipsYour patience is greatly appreciated Sincerely, [redacted] Square Enix online store Customer Service [redacted] @digitalriver.com Email ID: XXXXXXXX I replied again for them to cancelThis rep was the first one that actually did their job and I received a cancellation requestAlso note in that email it states the item is backordered Then I get this email: Add star [redacted] @digitalriver.com Fri, Apr 11, at 11:AM To: [redacted] @gmail.com Reply Reply to all Forward Print Delete Show original Dear [redacted] , Thank you for ordering from Square-Enix, Incon March 1, The following product(s) have shippedIf you paid by credit card, your credit card has now been charged Product SKU: XXXXX Product Name: FINAL FANTASY(r) XIV: A Realm RebornTM Collector's Edition (PS4) Qty Shipped: Tracking Number: XXXXXXXXXXXX Shipment and Billing Details: Order Number: XXXXXXXXXX Order Date: March 1, Tracking URL: If you have questions about your order, please visit: store.na.square-enix.com/orders Please note: This email message was sent from a notification-only address that cannot accept incoming emailPlease do not reply to this message Sincerely, Square-Enix, IncCustomer Service store.na.square-enix.com/orders I removed my address but can provide the email in full if I need toThis was after 5+ reps told me over the phone and through email that this item was backorderedThat's why I purchased it from another company I got this email next: Dear [redacted] , Thank you for ordering from Square-Enix, IncAt your request, a return has been initiatedYour request to return items ordered will expire in daysYou must follow the instructions below before your request expiresWe cannot issue a refund before these instructions are followed Each product must be received at its correct corresponding address in order for us to process your refundIn the event that you are returning multiple products, you may be required to send items to different addressesProducts being returned to the same address may be shipped together Please note that ONLY UNOPENED PRODUCTS are eligible for a refundOpen products will not be refunded and will not be sent back to you Please read carefully to ensure that each product is returned to the correct locationOnce the product is received, your refund should appear within 5-business days Return Request Details: Order Number: XXXXXXXXXX Order Date: March 1, Reply Due By: May 11, Products to Return: Product: FINAL FANTASY(r) XIV: A Realm RebornTM Collector's Edition (PS4) Quantity: DSS Returns Processing RMA # [redacted] MN XXXXX US If you have questions about your order, please visit http://store.na.square-enix.com/store/sqenixus/help Please note: This email message was sent from a notification-only address that cannot accept incoming emailPlease do not reply to this message Sincerely, Square-Enix, IncCustomer Service http://store.na.square-enix.com/store/sqenixus/help I will not be home to refuse this itemBecause I was told it was not in stock repeatedly I did not expect a delivery on this dateI am willing to return this to themBut I want a return label because I should not have to pay because no one at that company did their job Final Business Response / [redacted] (4000, 16, 2014/04/22) */ Digital River, Inc("DR") is in receipt of a counter-complaint from a customer regarding the customer's purchase of a productThe complaint states that the customer believes the product was returned to the warehouse, as instructed, but believes that they have not received a refund By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internetDR customer service has located the product in the warehouse and has issued a refund for the full amountThe customer can expect to see this reflected in their account within 3-business days DR apologizes for any inconvenience experienced by the customer Sincerely, Digital River, Inc Final Consumer Response / [redacted] (4200, 14, 2014/04/21) */ I hadn't heard back from the company about getting a return label so I went ahead and sent the item backI sent it FedEx just like it was sent to meThe tracking number was: XXXXXXXXXXXX They received it on Thursday but still have not heard anything from them about receiving it back or giving me my refundThe package was not opened and everything was sent back as I received itIt should not take this long to hear back about a refund because of their mistake I need information on my refund ASAP

Initial Business Response / [redacted] (1000, 5, 2014/09/25) */ Digital River, Inc("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a productThe complaint states that the customer believes the product did not function as advertised and that the customer has not been able to obtain a full refundAs such, the customer requests a full refund for the remaining amount 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 has issued a refund for the remaining amountThe customer can expect to see this reflected in their account within the next 5-business daysIf the customer would like to see a breakdown of their order the customer's email confirmation has a link to the invoice, which lists the pricing breakdown for the order DR apologizes for any inconvenience experienced by the customer Sincerely, Digital River, Inc