I think the band are completely responsible for the DigitalAnimal fiasco. They chose to hire DA to handle their shop and it's been a complete disaster. I agree with testudo that it's irresponsible for DA to send a form letter to everyone when there are very specific problems for each order. For example, I wasn't charged shipping, emailed to let them know and still haven't received an email back about whether they're going to wave the shipping fee or send me an invoice. Also, at Underworldlive.com, we were told to email
support@digitalanimal.com but in the form letter, we were told to email
info@digitalanimal.com. Which email address will get a response?
Either way, Underworld are responsible for the operation of their webstore.