Requesting Refund

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Requesting Refund - 9/2/2007 11:23:38 AM

Grackle

Posts: 147
Joined: 9/2/2007
Status: offline

It seems rather strange to be requesting a refund through a forum, but I was told by Digital River to do so.

I first spoke to a manager named Eugene at Digital River, who informed me that he would approve the refund and I would be receiving instructions from Matrix Games regarding the process, but have not yet received anything. Instead, I received another email from Digital River advising me to request a refund from Matrix Games through this forum. Okay - here's the story - again:

I ordered two of the same game by mistake - I hit "enter" on my keyboard, and when it appeared to not go through, I did it again. It unfortunately then put an order in twice for the same game. I immediately sent an email requesting that the
second order be cancelled - and it was not. Instead, I was shipped two
orders of the same game - in two separate boxes. While it was an error on my part, it was also an error on behalf of the company by not honoring my request to only ship ONE game. My wife was not aware of the double order and opened both exterior boxes when they arrived.

The game I'd like to return is unopened, in all of its original packaging.
I'm not even requesting that you refund me the postage I was charged for
the second game you sent me, even when I had requested that it NOT be sent.

I'd also request that you review my ordering history. I am a long time customer who orders numerous games. I'd like to believe that I can continue dealing with your company and feel that I'm getting good and FAIR service. If not, I'll need to reconsider who I order these games from. In all honesty, this has been quite the ordeal trying to
get either a refund or at the very least, a credit for a $44 dollar game.

Thank you in advance for your consideration. If I have posted in the wrong location, I'd appreciate if someone could advise. Otherwise, I'll look forward to a favorable response
regarding how I can return this game.

Post #: 1

RE: Requesting Refund - 9/2/2007 3:27:14 PM

Erik Rutins

Posts: 37503
Joined: 3/28/2000
From: Vermont, USA
Status: offline

Hi Markadmiral,

quote:

ORIGINAL: markadmiral
It seems rather strange to be requesting a refund through a forum, but I was told by Digital River to do so.

They were wrong, I have no idea why they sent you here. They should have referred you to our support@matrixgames.com e-mail address. I'll bring this up with them.

quote:

I first spoke to a manager named Eugene at Digital River, who informed me that he would approve the refund and I would be receiving instructions from Matrix Games regarding the process, but have not yet received anything. Instead, I received another email from Digital River advising me to request a refund from Matrix Games through this forum. Okay - here's the story - again:

Very odd, thanks for the info.

quote:

I ordered two of the same game by mistake - I hit "enter" on my keyboard, and when it appeared to not go through, I did it again. It unfortunately then put an order in twice for the same game. I immediately sent an email requesting that the
second order be cancelled - and it was not. Instead, I was shipped two
orders of the same game - in two separate boxes. While it was an error on my part, it was also an error on behalf of the company by not honoring my request to only ship ONE game. My wife was not aware of the double order and opened both exterior boxes when they arrived.

No problem, we'll refund you. Please e-mail me at erikr@matrixgames.com with your order info (preferably the e-mail receipt that was sent when you placed the order) and I'll make sure one copy is refunded.

quote:

I'd also request that you review my ordering history. I am a long time customer who orders numerous games. I'd like to believe that I can continue dealing with your company and feel that I'm getting good and FAIR service. If not, I'll need to reconsider who I order these games from. In all honesty, this has been quite the ordeal trying to
get either a refund or at the very least, a credit for a $44 dollar game.

I'm sorry about that - I have to emphasize to all our customers that you contact US directly and NOT Digital River. Our support address is support@matrixgames.com and we provide good customer service, but Digital River is a larger company and we are one of many companies they deal with, so frankly support there is just not as personal or as informed, despite many attempts on our part to get them to improve their familiarity with our policies and contacts.

Regards,

- Erik

_____________________________

Erik Rutins
CEO, Matrix Games LLC