Ana P Hch

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Verified Reviewer

Ordering on line they trick you.

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I placed an order with Disney Store late last night. They said after $75.00 is free shipping. My order was for $185.00. When I checked out they charged me $17.95 for shipping. Their system is not program to do the free shipping, oh what a convenience for Disney. In top of that the shipping address was incorrect because is a birthday gift for my granddaughter in PR and I live in MD. For some reason when I pay with paypal the address for shipping was changed to the same billing address. I called this morning after receiving the confirmation email to request they change the shipping address, and they absolutely answered that they can't do that. I requested to cancel the order so I can placed again and the answer was a big NO. So here I am with an order that will take 3 weeks due to the pandemic (as they said). That I will have to ship to PR and pay shipping charges again plus the time is going to take it could be around one month. I really don't get it. Disney is the worst customer service I have ever deal with. The orders have not even been shipped this morning and they still don't want to help me after waiting 30 minutes in their line to get help. They have caused me a big inconvenience. My granddaughter will be very disappointed for having to wait a month for her gift and I am going to be very mad a Disney store for their stupid policy. Disney Store and their order policy is just a trap. I was their loyal customer but not any more.
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Loss:
$36

Preferred solution: ship this order to the right address. Fix your system to deduct shipping charges to customers that qualify for free shipping.

User's recommendation: Don't place orders with Disney Store they will charge you for shipping even thought you qualify for free shipping. Their system will not override the charge. They do it on purpose to charge you anyway. If you don't want to wait 3 weeks for a shipping don't do it. If you don't want to have to deal with an incompetent and arrogant agent from their customer service don't do it..

Anonymous
map-marker Miami, Florida

Claim

I returned 2 swinsuit a month ago, because not my size but i do not have my refund yet. were two diferents orders.
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Cindy D Knz

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Verified Reviewer

Buy item gift card

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I never used that language. But I gave up and ordered the $500 gift card from Sam's instead, took 10 minutes, and they delivered it in 2 days. I have bought over $3000 of gift cards from you guys in the last 3 years, and have never managed to in less than 3 tries online, and have never had them delivered in less than 7 days. It will be Sam's for now on. Your website sucks.
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Cons:
  • Gift card page often says they dont sell them only e cards
  • Having to fix disneys mistake with my time and money
  • Very poor service

Preferred solution: Fix the problems on the website, especially the gift card pages.

User's recommendation: Order from Sam's instead. Way easier, 5% less, and delivered in 2-3 days.

Anonymous
map-marker Des Moines, Iowa

Multiple charges with no actual purchase

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Logged onto Shopdisney.com to purchase the latest pin release. Was able to put the pins in my cart and tried to log in.

Would not log me in. Tried to check out as a guest with my gift card and my credit card. Kept getting an error that their was a problem and to try my purchase again. I tried it multiple times until my credit card flagged me for possible fraud and credit limit reached.

Disney had done the pre authorization for the full purchase (even though I was using a gift card) for each time I attempted to make my purchase. Now I cant use my card until the pre authorization comes off, and nothing my bank could do. Could take 5-7 days.

Very upset that I not only didnt get my purchase completed, I now have to wait and cant purchase anything for up to a week! This should be illegal to run an authorization if it doesnt go through, or they should be required to immediately release the authorization so it doesnt hold up funds.

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User's recommendation: Paying EBay prices are worth saving this headache

Resolved
Starlene B

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Verified Reviewer

Resolved: My entire order was wrong when I recieved it

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Disney Store - My entire order was wrong when I recieved it
Updated by user Dec 17, 2019

Disney responded to my email and they are sending me a return slip in the mail and returning my money. I emailed twice and called them 5x. The representative was pleasant on the phone and so far I'm pleased.

Original review Dec 17, 2019
I ordered a Beauty and the Beat pajama gown and Bell doll for my daughter for Christmas. I received the package and nothing in the box was what I ordered, the entire order was wrong. In the box there was a customized item with a child's name on it, I didn't even order any customized item. I tried to call customer service and they don't accept calls. I tried to return the package, the nearest UPS is 1 hour 15 minutes on way from my home. UPS won't return the package without a return slip, I never received a return slip! That's all I want is to return it and get my money back. I'm more concerned that I can't get a hold of anyone, I get generic email responses and they won't answer the phone.
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Pros:
  • Ease of ordering
Cons:
  • This experience
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Full refund

1 comment
Guest

Disney emailed me back and they are sending me a return slip so I can send the package back. So far I'm pleased its getting worked out!

Anonymous
map-marker Wesley Chapel, Florida

Cannot reach customer service

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placed ordered almost 4 weeks ago not received. Cant get through on phone and doesnt respond to emails
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User's recommendation: will not use them again

Emily T Igh

Wont let me check out

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I was able to get the Tiki Room Loungefly in my cart and all and then when I went to checkout out, it wouldnt let me pay on the website! I wish I had a screen shot but it just looked like a regular check out
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Pros:
  • Love the store
  • I like the stuff on the web site
Cons:
  • This experience
  • Way i have been treated by the disney store

Preferred solution: Let the company propose a solution

Anonymous
map-marker Los Angeles, California

An order I placed

My delivery day says 7/11/2020 I was just wondering if I can get a date my order will arrive Thank you
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User's recommendation: Great utems

Patricia C Igi

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Verified Reviewer

Unable to get online to Disney Store starting at moment store online started

Got into shop , ordered and was redirected for over 2 !!!hrs.wanted the new Star War 40th key pin. This is the second time I ordered a key pin. The first time it was in my order but never arrived.If Disney can't handle the demand they shouldn't put the product out. Everyone gets excited and then it is such a letdown. After just visiting Disney in February I was excited to get this item!!!! Never soooo disappointed in Disney !!!!!!!!I Couldn't even get a customer service person to help.
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Pros:
  • Love the store
Cons:
  • Online ordering terrible

Preferred solution: Let the company propose a solution

User's recommendation: Don't put a high demand product online unless you can handle it !!!

Douglas S Lzm

System problem

It took me 15 minutes to get into the site. Then I waited a half hour to make the payment before I gave up. You have some real system problems. Stop outsourcing your IT staff and get some real help. A retired IT person.
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Preferred solution: A larger server.

Ashley M Ctr
map-marker Janesville, Wisconsin

My order I made

I need to change the address instead of 272 it needs to be 278
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Preferred solution: Deliver product or service ordered

Nicole C Uql

Order broken item

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Disney Store - Order broken item
Disney Store - Order broken item - Image 2
Got my order in yesterday the Christmas ornament arrived broken Mickeys arm is broken off also I missing out on ornaments I ordered at Black Friday. Thats a no go. I an awaiting a call back - thank you.By the way it wasnt wrapped in bubble wrap or had any cushions for protection so I am not surprised it got damaged during shipment thats a no go.
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Loss:
$7
Pros:
  • Love the store
  • I like the stuff on the web site
Cons:
  • Stuff never came
  • Very poor service
  • Having to fix disneys mistake with my time and money
Reason of review:
Damaged or defective

Preferred solution: Full refund

Isabel N Rjg

Look at your receipt

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My husband and I went to the Disney store in Valencia yesterday, as we walked in a floor associate greats us and tells us they have a friends and family percentage discount. Not once did she mention we had to tell the cashier that we wanted the discount. Later that night I got my bags from the store and looked at my receipt and notice we didnt get the discount. It was too late to call the store so I called this morning. The person that answered said I There was nothing she can do and that I had to pay attention next time . I explained that the associate never mentioned we had to tell the cashier and not does the online promotion says that . She said sorry cant help you and went on with have a good day sorry. I was very disappointed and upset at this point because thats not a way to solve a situation. I called the contact number and they said I had to call the store . I did I said and there response was sorry cant help you with in store purchases. I dont know if Ill go back I was disappointed that it was something they messed up in as not mentioning that we the customers had to tell the cashier we wanted the discount.
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Cons:
  • Having to fix disneys mistake with my time and money

Preferred solution: Full refund

Nhii

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Verified Reviewer
| map-marker San Fernando Valley, California

Do not go with your children

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Yesterday, I went to a disney store in shopping center in san fernando valley with my niece and nephew. Everything was fine for the most part while they were picking out items they wanted.

It wasnt until check out that I noticed what the employees were actually doing. As soon as I finished paying, one of the supervisors radio in to the employee that rang us out asking if we actually paid for one of the items that my nephew picked out.

If they were going to be prejudice they could at least had the curtesy to wait until we left the store, or at least waited until my nephew couldnt hear what they had said. My nephew, age 6, ended up asking me why they would say that and I had to explain because of our skin color, they thought we were stealing.

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Loss:
$103
Pros:
  • Fun merchandise
  • Ordering online
Cons:
  • Very poor service
  • Unprofessional manager
  • This experience
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

1 comment
Guest

Playing the race card...nice. Because there couldn't possibly be any other reason why they thought you might have been stealing.

I have often been asked in a store whether or not I paid for something.....as long as I didn't steal I'm not worried about it. You telling your nephew it was about skin color was the most racist thing that happened here. Shame on you.

-P.S. African American here.

Anonymous
map-marker North Bergen, New Jersey

Cancelled order

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I live in a multi family building where there are many Disney Fans. I ordered a Limited edition Minnie Mouse doll while another resident ordered the same doll. Two days later they cancel my order cause it is only one per household. They claim it is the same house when it is not and will not honor that it is a different household. The magic of Disney is gone.
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User's recommendation: Disney lies

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