It appears as if Digital River has struck again. Numerous complaints are rolling into the MattyCollector Facebook Page over the horrendous handling of their Castle Grayskull orders. Dozens (if not hundreds) of people are receiving emails that their credit cards didn’t process correctly or that their orders were outright canceled for no reason and with no explanation. It seems Digital River is attempting to charge old or outdated credit cards, even if the correct credit card was on file and used to pre-order the Castle Grayskull.
MattyCollector has responded. This is what they had to say:
As you know, our Castle Grayskull orders are starting to ship. However, as we go forward with processing your credit cards, some orders have failed to process for a variety of reasons (insufficient funds, card expired, etc.). We do know some of you may have updated the cards during the course of the year and we sincerely apologize if your update was not carried forward.
You may also receive an automated response stating: “The product is either no longer available or has been cancelled at your request.” Please note that a credit card failure generates this automated response. We are working to update the wording in this response as it is not accurate to the situation. A more accurate message would be:
“Your Castle Grayskull order is cancelled/on hold pending updated payment information. Please contact Customer Service at 1-877-GO-MATTY or MattyCollector.CS@digitalriver.com to update your payment information by December 5, 2013, and reinstate your Castle Grayskull order at the pre-order price. We apologize for the inconvenience.”
We understand customers did not “cancel their order at their request” and we assure you the pre-ordered Castle Grayskull sets are still available and waiting for you. This is a case of an outdated automated response being generated by credit card processing failures. We clearly need to update our automated responses – so sorry for the confusion, He-Fans!
If you received an email like this, please just contact Customer Service by December 5th to update your credit card information. One quick phone call will get your order back on track so you’re sure to receive the Castle Grayskull you’ve waited for so long!
Read on to see the two letters customers are/were receiving.
Hi *** ****
The below item has been cancelled from you order. The product is either no longer available or has been cancelled at your request:
Product Name Qty Ordered Reason for Cancellation
Castle Gray 1
YOUR ORDER AND BILLING INFORMATION
Order Number: ***********
Order Date: November 9, 2012
Dear *** ****,
We are writing you to let you know that your pre-order for the Castle Grayskull playset did not successfully process, and we have had to put your castle on hold.
Order Number: ***********
But don’t worry! We would like to give you the chance to claim your pre-order. Just contact our Customer Service Team at MattyCollector.CS@digitalriver.com or call them directly at 877-GO-MATTY, and they will be happy to help make sure you get the Castle you had originally pre-ordered.
You will have until 6pm CT on December 4th to contact customer service to address your pre-order. Please do not wait until the last minute, as you will not want to miss out on this essential set!
MattyCollector.com Customer Service