RE: Digital River
I’m writing this without any illusion that I’m going be the one voice out of hundreds that gets heard, wakes you up and makes everything better. I’m writing because I care about one of your products, Masters of the Universe Classics, and I want you to know about some of the problems I, and quite a few of your other customers, have had with the company that handles your online sales and shipping of your products.
Digital River has been the source of the vast majority of the problems associated with the Masters of the Universe Classics toy line ever since I’ve been purchasing it. I bought my first figure from the site in May of 2010, it was Evil-lyn, and was only successful in ordering it because I had a lot of help from message board members on hisstank.com and he-man.org. If not for these folks I would not have known how to create an account on www.mattycollector.com in advance of placing an order.
For 7 months I’ve used various tricks and shortcuts to make the ordering process less painful and was successful in placing orders for each of the figures that were offered. I looked on as new customers came into the Masters of the Universe threads and asked the same questions I’d asked about how to get started. I also watched many of those same customers walk away from the toy line when they were unsuccessful at placing an order for 1 of dozens of different reasons.
As the months have come and gone the ordering process has not been my only problem. I recently had my first run in with Digital River’s Customer Service Department. My Club Eternia Subscription, something that is supposed to save me the hassle of dealing with the website every month, failed to renew due to Digital River charging the wrong credit card. They managed to not only not charge my default credit card, they charged a card that was not even on file at the time.
After over a week of phone calls with various representatives of Digital River I was finally able to buy the products for February. This was only after calling 7 different days and speaking with 7 different people, all of whom gave me a different story and all of whom assured me that if I waited 24-48 hours “everything would work itself out”. As of today my product has not arrived, although it has shipped, and we are now well into March.
Digital River is making you look bad, Mattel. They are taking your product, one of the best toy lines available, and overshadowing all of the fun and excitement that should come from it with unnecessary frustration. I urge you to find a different company to handle your online sales. You cannot afford to ignore these problems just because your product is still selling well.
How many customers do you think have given up on Masters of the Universe Classics because they couldn’t do something as simple as create an account at the online store? How many have been charged for and shipped the same item twice and found it easier to sell the items on ebay rather than negotiate Digital River’s returns process? How many have had their subscriptions canceled because Digital River’s website does not use the default credit card on file when renewing it?
If Digital River continues to misrepresent you, Mattel, as a company that does not care about it’s customers then those customers will go elsewhere. I do not want to see the sales of my favorite toy line drop off, I want to continue to see new and exciting things from Masters of the Universe Classics, but if Digital River is left in charge of the distribution of these figures I am afraid for the future of all of the brands sold through Mattycollector.com.