Dell Data Safe

I sure hope someone can help me. I have delldatasafe.com, which backs up my files every Saturday night successfully. Recently I had to wipe my computer clean due to a virus attack. I wasn't concerned because I knew I had backed up everything. Now when I try to restore, I get "restore failed." I don't know what I'm doing wrong. I certainly hope I didn't put my trust into a flawed program and that I've lost all my precious docs and pictures (as well as my music). Can anyone suggest or explain what I need to do to get my things back? Or was I a fool to trust this in the first place?