Three weeks later, I never received it.

I contacted them on November 16, they said they placed a reshipment of it.

Three weeks later, I still haven’t received it.

I emailed them about it; they said it was reshipped on November 20. That’s a 4 day delay from when they “said” they had reshipped it.

Three weeks later, still no DVD.

I emailed them again, asking where it is. They said that it’s been reshipped.

That’s a total of almost 10 weeks waiting for them to send me my DVD. I’m going to try and dispute this with my bank tomorrow

I have spken to thier customer service and they said my problem has gone to the escalation dept and they will get back to me – they do, with the same answer.

I am now trying various e-mail combinations to copy Joel Ronning the CEO directly on this problem, hoping to have better luck.

I am in the process of trying to find out where the backup disk I ordered is as the installer doesn’t work (plenty about that on the Web!).

Ordered and paid on 26th October. Money debited from credit card on 26th October. Waited 2 weeks, no confirmation of dispatch. Contacted Digital River through their customer service (a joke in itself) website. Got a response saying that it shipped DHL on 2nd November. The tracking number they gave me wasn’t recognised by DHL on the link they provided.

E-mailed them again and they replied telling me it had shipped UPS and delivery should take 7 – 10 days. The tracking number they provided did work with UPS but it basically said that shipping information had been received and when item was received the details would be updated and the item shipped.

As of 17th November no disk had been received so I e-mailed Digital River again and was told that the item had been sent Royal Mail (UK) – a third courier thrown into the mix. I also asked for a phone number of Digital River and the address of their complaints department which they did not provide. They advised me that weekends did not count as business days and I should wait 7 – 10 business days.

I replied again asking them for phone number and complaints address, as well as pointing out that I was fully aware that weekends did not count as business days and that it was already past 10 business days in any case.

Wednesday 18th November (today) I received an e-mail stating that I should wait 7 – 14 days for delivery and they provided me with the same UPS tracking number as before (despite having since told me that the item shipped by Royal Mail). I tried the tracking number on the UPS site and it still had the same message about info being updated once they receive the item for dispatch. They still did not provide the phone/address details I asked for.

I have replied again and asked them if anyone there actually knows what is going on or indeed which way is up. Clearly stating in no uncertain terms that if they didn’t provide me with the info I required I would visit their UK offices and deal with someone in person (which I will do as it is not that far from me).

I am still waiting a response to this one but don’t hold out a great deal of hope for any useful response.

I have also contacted my credit card company with a view to recvovering the funds, which they should be able to do based on the evidence I have of Digital River’s incompetence which includes numerous blogs such as this.

Anyone have any suggestions for me at this point? I am thinking of calling Jan in India!!!