Digital River / Square Enix Store Experience

[ReplicaX]

- Had no issues with my ARR PC CE Pre-Order.
- Pre-Ordered "Before Meteor Soundtrack" on June 24th.
- Used the "Saved Address Option" from my CE preorder.
- Verified all info was correct.

Square Enix Members US/EU Merger/Migration.
- Was unable to find order, due to Migration taking a week longer for my account.
- All Saved Account Info was deleted during the "Migration", including saved shipping info.
- Account still to this day is not accurate or properly migrated from original US SE Member Account.

Shipped August 28th via USPS:

• Arrived August 29, 2013, 12:41 pm FISHERS, IN 46037
• Departed August 29, 2013, 5:09 pm FISHERS, IN 46037
• Processed September 3, 2013, 10:23 pm DALLAS, TX 75398
• Depart September 4, 2013 DALLAS, TX 75398
• Processed September 6, 2013, 4:34 am DALLAS, TX 75398
• Processed September 9, 2013, 4:27 am SAN ANTONIO, TX 78284
• Depart September 9, 2013 SAN ANTONIO, TX 78284
• Processed September 11, 2013, 4:17 pm SAN ANTONIO, TX 78284
• Processed September 12, 2013, 2:27 pm DALLAS, TX 75398

9/17/13: Called local USPS. Package label has Zip Code as the City, Phone Number as the Zip Code. Told to call Distributor to fix.

9/18/13: Contacted Digital River and explained situation politely. Verified correct address 3x with Support Rep. Had no explanation regarding mess up and gave me a ticket # and will be contacted via email in 24hrs with update.

9/25/13: Never contacted. Called Digital River, no update, no reasoning. Told I have to wait an additional 3 days for just an update. Zero ETA on product delivery.

- Dates above have shown my patience with this process.

The whole reason I pre-ordered this soundtrack besides being a collector is the fact I have 2 VIP tickets to Distant Worlds Boston on Oct 6th. To have Nobuo Uematsu sign this as he was the main composer for the Before Meteor Soundtrack. Highly possible one-time opportunity.

TLDR: Completely unacceptable Customer Service and E-Commerce/SE Members Site Data Migration by SE and DR.

[ReplicaX]

New Update - 9/26/13

Email from digitalriver

A refund has been generated for your order as a result of your request, the fulfiller's request, incorrect address, or a refused shipment.

- Never asked for a refund.
- See previous post, contacted DR 2 previous times to update correct shipping address due to their mistake.
- They never contacted USPS to correct the issue and just waited for it to time out as a refused shipment due to incorrect address.

Refunded of course without the shipping fees refunded also.

Contacted Digital River:
- Told I have to re-order the product
- Told I will not be refunded shipping from their mistake
- Told I will not have shipping of new order expedited free of charge

So now in order for me to receive the product I originally ordered on time before the Oct 6th Distant Worlds concert. I have to pay an additional $29 US dollars in shipping fees because of Digital River's / SE Store's mistakes.

So I ask you Matt, as a Senior Community Rep. North America:

Why do you use Digital River still?
Why do I have to pay for your Distributor's mistakes?

I post this info here as Lodestone advertised this product, included an in game item, and made it available in the US.