Disney Store
Reviews and Complaints

Hello, back on Nov 23rd, I placed an online order for a Christmas present for my son, by Nov 25th I was informed the item had shipped and was given a tracking number, as of Dec 11th, I had not received the item and it showed service interruption/returned to sender. I called the customer service line and spoke with Ericka, she informed me the item was sold out and there was nothing to be done, that one could go purchase the item on eBay or Amazon. She then proceeded to start laughing and when I said it's not funny she said it had nothing to do with be but what someone else said. I said to her, oh so your not listening to me... She then placed me on mute for almost a minute and then came back laughing even harder. I asked for a supervisor and held the line for over 30 minutes. Not sure if I spoke with a supervisor or not, but I spoke with Lisa next, I asked for her last name and was informed they are not aloud to give that information out. I asked for her boss and she informed me she does not report to anyone. After I informed her of the situation, she stated she would refund the money but was unable to give me a confirmation number and stated I would receive $20 in credits, but could not give me any information regarding that online I would receive it in my email which I have yet to receive. I have very upset as I have never had this type of service from Disney before. I don't understand how I could have a tracking number for this item for over 2 weeks and was never I formed it was sold out but that it was returned to sender. I will be more than happy to provide any additional information you like. Very upsetting receiving that type of customer service from such a great company.

Deanna Lutz
904.294.8889
[protected]@gmail.com

We purchased 2 animator advent calendars this year for our daughters and we are really disappointed with the products we've received so far I think it may have been mis sold as it seems like it should have been all Disney princess do far we have 1 and a few little characters it really wasn't what we expected at all. The paint work is cery poor quality as well especially for the price of the calendars!

My order number is [protected] and my case number is [protected] my name is kimberley Mccaul and I placed my order on the 19th November 2017. I received an email a couple days after saying my parcels as been shipped and I was tracking it. However the tracking kept saying different things like will be delivered today, then it said it's been held then it said would be delivered then said delivered to a location however wasn't delivered to me. I called the guest services on the 27th Nov and told them what the tracking had said. The lady told me they need 24hours to investigate and she would get back to me the next day. However she never did, even tho I told her how important it was I received my order before sat 2nd as it was my daughters bday and they was her presents. I allied back Wednesday and the guy said he wud get back to me in half hour. Again he didn't. 5 hours later I got an email telling me the order had been damaged and returned to the warehouse. I called up as if that was the case somebody should have called me to see if I wanted a refund or replacement but it was left to me to call yet again to chase this. I think got a very rude man who just said all I can do is replace or reorder, I said it wasn't good enough, I'm without my order and your customer service is shocking! I asked to speak to a manger he said no then he said I will get one to call you within 24hours and nobody did of course. I asked him to replace the order asap as I needed before sat and he said you won't get it before then and I can't have express delivery even tho this is all your fault and nothing to do with me. All he offered me was free delivery in my next order. Are you joking? Do you think I would want to order anything again. After this experience. I have been so stressed about this and your unhelpful staff have been so bad. Anyway he said he reordered my order but guess what? I call today again to
See where my order is and the guy told me the man that reordered my order miss out one of my items. I mean come on what is wrong with this company, and all I keep getting told is I'm sorry but we gave you a code for free delivery next time! This is not good enough, mistake after mistake has been made and now I have to wait even longer for part of my order. I want proper companstation I have spent £50 and the leat you can do is refund my money or give me a voucher to spend on my daughter in store for it having her presents on her bday. Every time I call I get the same crap and it's not good enough. Please get back to me asap as I believe this is the worst service I have received and as a company that's ment to make children happy you Defo have failed with my child and me.

Hell my name is Chelsea. I have bought 4 Elsa dolls and within 2 weeks the hair gets completely mated and looks like dreads. My daughter is so attached to her Elsa and I keep having to buy new ones. I am currently going through a bad divorce and cannot continue to buy these Elsa dolls. I am having a hard time with Christmas. Please call me or email me at [protected]

I ordered a Disney Moana Figure Play Set for my little daughter, she adores Moana. And I decided to give it to her as a present for her birthday in December.
Unfortunately, it never arrived and I don't believe it will arrive until this Friday.
This Monday I called the store willing to cancel my order and couldn't reach anyone. Please, if any of their representatives are reading this complaint, help me, I need your assistance.

We are collectors and have easily over 700 tsum tsums. We ordered a large order with country tsums in it and they came shipped in a bag. The boxes were destroyed. I included a photo of proof of delivery date. We would like to either get replacement items that are not damaged, or get a percentage off for the damaged items. Thank you.
Christina and Sean Hoolihan
[protected]@hotmail.com

On the 06.11.2017 I visited the White Rose shopping center branch of the Disney store to purchase the light up Pascal tree decoration (Sadly out of stock) so I along with my Daughter began having a browse while we were free of children. While browsing I unhappily discovered that the Disney Animations mega play set had been reduced from the £50 I had paid just the week before to £30 : (but non the less kept looking & came across a lovely snuggly pair of Thumper pyjamas & I decided to buy them for my Granddaughter to go into her Christmas eve box. My Daughter & I went to the cash desk to pay at approximately 13:07 (time on my receipt). The Lady on the desk 'Catherine' asked if we would like them gift boxing for £1 extra & I agreed. She requested the £10.99 & I handed her £21 (I don't like a lot of change so did it this way to receive a £10 note back). She chatted away while handling my payment & on closing the till said 'That's 1p change' to which I quickly attempted to correct her and informed her I had in fact given her a £20 note. She had asked if I was sure & I assured her I was 100% certain as I had only had two £20 notes left in my purse - I opened it to show her there was only the one left - My Daughter also confirmed that had I handed over a £20 as she was stood right by my side. Catherine informed me there would have to be a til check carried out so I said there was no problem with that & a Lady called Tracey Lawson (On The Print out which I have) opened the till & on doing so a £20 note was laid in the slot length ways & Catherine said 'Oh look maybe it was a £20 note after all' & Tracey took the til into the back of the store to carry out the till check. After some time 'The till balances!' was shouted through the doors & Catherine told me the till was correct & therefore I must have been mistaken! I assured her I knew I wasn't mistaken so could she please call for the manager. The Manager 'Simon' arrived & informed me he would have to do a till check & he was informed one had already been done but he insisted on repeating this, this time in front of us on the shop floor. When I asked why he was doing this he said this is what he did to prove to us what was in fact in the till to which I questioned further 'Why? when the till had already been taken into the back of the store out of sight? Surely if it is policy to cash the til in front of the customer then policy had already been broken by it being taken out of sight?' Simon couldn't really give me a valid response for this! According to Simon there was £100 float to be deducted from the total but there should have been £518 takings in the till. He began counting & even before he had already counted the full total of change in the till totaled up his cash sums & after attempting this some 5-6 times, found there to be £524 in the till (remember he hadn't yet finished all the change) & went on to tell me that my £10 was not there. When I questioned the additional money his response was 'But it's not £10 worth' I informed him that he still had to finish counting & then he tried to tell me how retail works to which I informed him that in the past I had myself worked in retail & knew exactly how things worked. I went on to question Tracey's finding as she has said the till was 'balanced' well I'm sure no one can disagree that when Simon found extra money in the till that it does not in fact BALANCE! I went on to ask if they could check the CCTV on the cash desks as that would prove that I was the one who hadn't made any mistakes - Simon dismissed this & flatly said 'There are none!
Things regrettable became a little heated when my Daughter whom could tell that I was becoming more that a little upset questioned Tracey's true findings & Simon Said we were accusing them of being 'Fraudulent' to which my reply was 'Well you are accusing me of being a liar' I asked for my receipt so I could leave & that is exactly what we did!
I know you must hear this kind of thing all the time & I am not one to cause a scene & never ever complain but as a self employed single Mother - I just could not let this go when I knew I was right!
I love all things Disney - myself & my two Sons visited Disneyland last year & had hoped to return this year but it was put on hold due to myself collapsing in March & breaking my Fibula & ankle joint, so we re planned to go back next year during the Christmas period... sadly between them Catherine, Tracey & Simon have not only taken my money but also robbed me of some of that wonderful Disney Magic!
Yours Sincerely
Sharon Nicholson

On Halloween I brought my two daughters to trick or treat at your Concord, CA store. We arrived a little early and decided to do some shopping at your store. While we were there, employee Lauren was handing out some trick or treat goodie bags to all the kids. I took my daughters up to her but she did not offer them one. After awhile I noticed that it was all the Hispanic kids who were the ones receiving them. I even made a purchase thinking she would offer my daughters one with purchase, but nothing. As a long time Disney customer and season pass holder I have never experienced anything like this. It was quite an unpleasant experience.

I made an order with a gift card from the disney store for the first time with a 50$ gift card I had got from someone. I was at first looking at the fleece blanket, but the tax went 5 dollars over my budget, so I just ordered two keychains. The two keychains I got arrived, and they were the wrong product. And the correct keychain I wanted was on the form so I do not understand how you could get it wrong. I contacted the services and demanded my refund, and I got 47 dollars back. I then went back to order the fleece blankets I wanted, and they were over the budget when I had just seen that they were on sale. I came back on holiday and they were on sale again for the 5th time of me waiting so I ordered it and it's being shipped now. I check back on my order to find out that the 5.95 personalization I got for both blankets (2 I ordered) were free. I am upset about this because i'm going through more than I should just to get the item I want. You guys are very bipolar with your prices, and I feel drained of my money because I paid so much for something you mad free and on sale just two weeks after my whole purchase. Your customer service is lacking. For being a one time customer this has been the worst experience i've ever had and I feel bad for everyone else who has to go through this same problem. I'm never ordering off disney again. Email: [protected]@gmail.com

I bought a sweatshirt and a T-shirt through DisneyStore.com on October 4th. The promise of delivery at my hotel in New York was October 11. Exactly what I needed, because I would travel back to Brazil on this date.
I received orders from Amazon and Walgreens, made in the same day, with no surprises.
But my Disney order...
The delivery date was changed to October 13, then "reduced" to October 12, when I would be in Brazil.
Ok, let's call customer service.
"Orders placed after noon are only counted the following day." There is nothing anywhere on DisneyStore.com that says it to the consumer.
"Could not you call the carrier and personally go get the box?" Yes, the attendant made me this proposal: stop visiting the city that you came to tour and spend hours behind an inefficient Disney delivery.
"There is a carrier's warning regarding Hurricane Irma and Harvey." I replied that I placed orders on 2 other sites and these arrived in order and even before the promised date. One of them uses the same carrier as Disney... Curious, right?
Well, I imagine Disney will not worry about a consumer who has lost $ 100 in a purchase with them because they have millions of other customers who pay what Disney asks to have their goods.
What I do know is that, if possible, I do not buy anything from Disney, mostly at DisneyStore.com.

I stayed up just to purchase this limited edition of The Collector (Gold) from Disney Store on Sep 27th. As I was checking the status of the order today, through tracking, it said the item was deliverable and already sent back to sender on Oct 3rd. I was furious. I have ordered from Disney Store before and had no problem with delivery. I sent an email to the Guest Services and both time they have come back saying they will offer a refund and cannot re-send the item. I called the Guest Service to see if I can get more assistance, and they couldn't. The purchase price was $19.99 with tax and shipping comes out to $28.08. The rep (Brent) said what he can do is offer me free shipping the time if I want to make a purchase over the phone. I told him I don't need free shipping as Disney Store often offer free shipping on certain promotion. I told him I really want the item to be ship back to me since it's already sold out. He said he will offer me a refund of $19.99 because they can't offer refund on taxes and shipping. I told him it was not my fault that the package never made it to me. I have to do give me attitude for him to give me the whole refund of $28.08. This is such a horrible service. I know that Disney is a big company and they can probable afford to loose me as a customer and not hurt them financially but that was the worst customer service I have ever experienced.

I was at Disney store, valley fair mall, at Santa Clara, California this morning.
I was there with my 5 years old son waiting for 15 minutes, which we got there first and kids and parents came after us lined up behind us. Because we all know there's a key to open the store and light up the store as well.
However, when she, the employee, opened the store main door, she said this is random and not first come first serve, she picked a Caucasian and I am an Asian. I felt this is discriminate! Even the parents behind us, told the employee that we were the first in line! Because I have been seeing the kid stands on the first place to get to open the small door with big key couple times when I was there after Lego build event at Lego store next to Disney store and also waiting in lines as well! This random pick is ridiculous! This is definitely a discrimination and unacceptable! This upset my kid badly! This Disney store definitely not a happiest place for my kid anymore!

I placed a Disney Gift Card order on August 24, 2017, I received a confirmation email my order was on its way on August 26, 2017. The allotted time for delivery was from 5-8 business days. Now Labor Day weekend fell during this time, regardless my gift card should have been delivered to the destination, Scottsdale AZ no later than September 7, 2017 (8 business days) Today is September 11, 2017 and it has yet to arrive.
I called the Disney Store Guest Services and spoke to someone by the name of Eryka. For someone who works for Disney she sure has forgotten what the Disney training taught her if anything at all.
She apparently was not able to do anything for me but cancel the previous order and submit another, why would I want to do that if the first order never made it. I asked if I could change the Ship to address and she said "no" I asked to speak to someone who could help me as I was getting no where with her. As I was speaking with her, she cut me off and sent the call to a number which rang busy. No thank you to Princess Eryka. I proceeded to call again, this time I was assisted by Princess Tianna, she was able to cancel my order and refund my monies. Now why couldn't Princess Eryka help me with that in the first place? NOT THE DISNEY WAY AT ALL!

I spent several hundred dollars on game on windows 10 and now I cant play on windows 10 it keeps saying error 7 micrsoft said to contact you about getting crystals credit so I can start over on facebook my email add is [protected]@verizon.net and I was leader of squad chipsanddip. I play on facebook now and some of the guys say they had same problem but got but contacted you and got crystals back. My player name was dalton.

Hello I went to the Disney store at Westfield today and purchased two large diecast veichiles, they was reasonably priced but when I got home and gave them to my son I had noticed one of them is very poor quality to be honest. There is marks all on it, I tried to wipe them off but they are still visible. I live in Enfield so would be very long for me to travel back and would cost me more money in petrol.

I just made a purchase at this location and am very disappointed by the sales associate that rang me up. The only item I purchased was a $5.99 tote that totaled in $6.53. As soon as I put in my card for the chip reader she asked to see my card and then for ID. I told her I didn't have my ID as I was just visiting (taking my kids to sesame place but it was raining all day, hence a trip to this crappy mall). She then asked if I had anything else on me. I told her no, all I have is my hotel card and phone.

I mean come on lady, I know you're trying to do your job but have a better attitude. The entire purchase was $6.53. It made me feel like she thought I was paying with a stolen credit card. What made the experience worse was after I left and she so graciously let me pay for my $6.53 purchase I came back into the store (looking for a sock my 11 month old had pulled off her foot) and over heard her mocking me to ANOTHER customer.

Thank goodness I'm only here for the weekend. I won't ever be going back there again, Katie.

I just visited your disney store event which has left me really dissapointed & my 4 little girls (all 5 & under)crying as we had been pushed in front of which the girls gave my girls a party bag of goodies before we watched the spiderman event but whilst it was so busy they ripped by othere babasn lost my daughters goodie bag which they were upset n then they gave everybody spider man tote bags but refuse to give my daughters those bags as they had a stupid party bag which was then ripped n lost off them as it was busy even tho i expained to the staff they said they couldnt n also never went to give them there spiderman certifcate even tho they could see i was dealling with 4 girls crying which they didnt understand that they couldnt then have one got a nerve making parent queue n wait then dont see that there upseting children im so angry as its just stressed out my day i had to leave the store with my girls screaming thankyou very much some event you run for children its disgraceful! Not happy at all! Thats no disney store!

Went to store to browse through and decided to buy a towel for my 2 yr old daughter. Took forever to pay. There was 2 employees and 3 people waiting in line. Cashier was not courteous at all. After paying I took my credit card to put it in my wallet, and she looked over me as if I was going to do something wrong. I felt really uncomfortable and judged. What am I going to hide in a wallet? REALLY!? NEVER GOING BACK TO A DISNEY STORE.
Cashier:660631/ Store:00936

Bought on the 31/5/2017 in the Disney Store Dublin on Grafton Street.
Used for the first time 1/6/2017
Disney "Freezer Gel" Cup with straw cracked as I put water in to it the day after I bought it. I had followed directions on the leaflet to put it in to the freezer for 30mins to allow the "freezer gel" to cool and then filled it with cold water from the tap. As soon as I had filled it the cup cracked and plastic from around the rim cracked and fell off. This was the first time I had used it and I follewed the instructions. I was glad I had spotted the problem as if I had handed it to a child they could have cut themselves.

I had such a fabulous experience in the store and this really disapointed me. I had traved from cork and I dont know when I will be in Dublin next. I hope to get this resolved as soon as possible with a full refund.

My partner went into oxford street disney store to purchase a Moana dress for my daughters 5th party and a singing Moana doll.
Even though there was a moana display missing singing dolls and no dresses above size 4. He enquiries as to when stock will be coming in to be told "maybe a month" for the dress and maybe a week for the doll. I can't believe a company as large as Disney can't actually tell us an actual arrival date of stock. We have now purchased a none Disney dress and doll as we need these items for a birthday in a few weeks. I'm very dissapointed with Disney store.
Kind regards
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