The Sad State Of The Disney Stores

[PanamaMike]

During the weeks leading up to Christmas I was willing to cut them some slack, since the holiday season puts huge demands on the retail industry, however yesterday I was in one of my local Disney Stores for the first time since the new year and I was appalled at the mess.

Not only is merchandise on shelves not originally designed to carry it (does anyone remember when the watch cabinet actually contained watches?), but inventory is stacked all over the place. Piles of boxes everywhere, and I'm amazed the cast members can get any work done behind the cash registers with the wall of video and computer software they're forced to work around. Then there's the issue of the upper level character displays becoming nothing more then holding areas for overstock.

I realize the Disney Stores have never been the keystone in the Disney empire and are losing ground in the retail battle, but if they can't do a better job then this, they might as well close all of them.

[Mickey7811]

..I know what you are saying. WE always took such pride in how the store looked and how the stock was displayed. I understand that they did a survery and people said they did not care what the stores looked like.

But I like to shop in a store where there is not merchandise all over the floor and where the hanging racks from the back room are in the back room and not on the display floor.

I hope the Disney stores do not close. I am a 1000 miles away from WDW - and I need the stores to get my Disney fix a couple times a week.

I store I started in about 7 years ago closed on January 15 - that was very sad.

I think they are closing some stores to save others - here is hoping that works.

Darlene

[Luv2Roam]

I too would hate tp see Disney do to their stores what AOL did to their WB Stores. :p
On line shopping is available -- but not the same at all.
And as much as I have griped due to my frustration at the lack of DS leadership (and I don't mean on a local scale) I would be VERY unhappy that they closed them all.
Sure -- take away all the the Buzz Light Years and kid's clothes and the store might as well be closed. BUT they are SELLING PINS! And that is GREAT for those of us who live so far from the parks!

[Mickey7811]

... and yes, they have pins.

DArlene

[cindyfan]

We were at TDS last night, only second time since before Xmas.
In a word YUK!
My DD and I were just laughing at the big messes....everywhere!!! She went to look at a Minnie beanie and they all came crashing down because they were just piled up there!
It was truely LAUGHABLE and at this point I would almost be embarrassed to say I was a cast member!
Take away Buzz, take away the Princess junk.....and we now have an empty room!
I did pre-order the Cinderella II, so I could have the lithographs. But looks like I may regret getting that one......reviews don't sound good.
I also purchased T-shirts for myself and DD, but got them home only to realize one sleeve was shorter than the other. And the quality is SO AWEFUL!!!! These are barely worth $4.99, so they are going back. It seemed like robbery for them to charge $18 !!!:mad:

Forgot to add.....all the plush......just in a huge pile on the floor and on top of the mountain......couldn't tell what was even in there!!! I think I saw Mickey's legs sticking up above Pooh's head, but not sure what it was

This store had some pins....did get Feb. calender and Cindy, which I didn't have yet. BUT the pins they did have were just in a cardboard box on the counter at the register. I felt like I was at some cheap discount store digging through clearance junk!!

Truely A SAD SIGHT!!!!! :(:confused: :confused:

[Buzz2001]

I think ours in West Hartford/Farmington, CT is in good shape. I'll have to take a better look around. I think in their watch case they have some of the expensive Disney figurines. And yes, the pins are a plus!

[lisapooh]

The Falls Store always looks nice and the castmembers are real sweeties. I love them.

[SueEllen]

Okay, I'll admit that since the changeover slightly over a year ago the stores do not look like they used to. However not all stores are looking in disarray.

Forgot to add.....all the plush......just in a huge pile on the floor and on top of the mountain......couldn't tell what was even in there!!! I think I saw Mickey's legs sticking up above Pooh's head, but not sure what it was

Well, as a cast member I have to comment on this. There is ABSOLUTELY NO WAY that the plush mountain area can stay organized during the day!!! I would like you to take a minute to think about all of the guests who come in and let their kids pull out every character, throw them around; climb up into the plush (as if it is a sofa, bed or whatever else they want it to be, such as a trampoline!) Then you have the older ones that come in (such as teenagers) that think it is cool to make as much of a mess of those plush as they can.

Stay inside of a Disney Store for about an hour and just observe the area by the plush. You will see what I mean. Please don't be so hard on the cast members for that area of the store.

Now, I have to agree that I don't like merchandise piled up on the floor. That was someone's brilliant idea, and the stores have to follow the setup that they are directed to.

Sue Ellen

[cindyfan]

I used to be a CM in that store and in another store in the district. And this store was beyond the normal everyday "we were busy with guests" excuse!!
It was not just "disarray" , it was an embarrassing MESS!:eek:
I think there are very few stores left that have managers that care what it looks like.
If you work for one that still cares for anything other than the almighty $$, then you are lucky.
I still feel it is a shame that this had to happen.
I heard that Bob Bell is stepping down!? If that is true.......WAAA HOOO!!!! Best thing that can happen. IMHO....he was one of the ones that killed the MAGIC.

I don't blame the CMs at all, they are only following direction.:(

[Pin Wizard]

I was in our DS last month. It looked fine. But I really had to hunt down the pins. They had the boxed sets in one area, and the single-packaged pins in another. :confused: Not too much of a selection either. I'd like to see that part of it grow.

[TIGGERSMOM]

My area DS is not too bad. The entrance is overstocked with Toys escpecially Buzz, Woody and the gang but once you get inside it is fairly well kept.

They are still too way overstocked on children's stuff, I would love to see them bring back a more grown-up fare. Maybe that will happend with the apparent management shake up I hear about.

They only real complaint is the lack of staff. It seems that there is never enough CMs to help anyone out. One ringing and one always seems to be "in the back".

[Xevious]

Right now, I'd give anything to have any type DS here in Little Rock. Ours closed down about a year ago. I used to work at a Dillard's Department Store at a mall where the Disney Store was also located. Just about every day I'd pop in either at lunch or when work was over. It was great. I got to know several of the cast members and they'd always steer me to new merchandise they knew I'd be interested in. It was like a home away from home. I wanted to get a part time job there but the lousy "no employment at two stores at the same mall" rule kicked in. By the time I got a job elsewhere....poof!....it was gone. Oh well, I guess it's better to have had a Disney Store and lost it than to never had a Disney Store at all.

And like it was mentioned, on-line shopping isn't the same. There's no keychains or mugs to be found. I miss my mugs!

[Xevious]

BTW Pin Wizard, I absolutely love your logo!

[eeyore0062]

Our Disney Store is kept as neat as absolutely possible while still following the store set up--- our management sees to that. It is difficult to guest service (remember, the guest IS number 1 and all tasks are dropped to accomodate the guest---you!) and keep everything (Especially plush mountain) neat and tidy with only a cast of 2. Don't blame the individual stores, the store managers or the castmembers if you don't like what you see. Please direct your dissatisfaction through the proper channels. Please visit Disney.com and go to their guest service section and fire off an email. Only if those at the top know how you feel, can things even begin to change. Meanwhile, please lay off of the castmembers who are only doing their jobs!

[atlnewf]

I was just at my local DS, and it looked quite nice. Everything was quite locatable, and I could fit my double stroller (not side-by-side type) through just about everywhere without problems. Lots of Buzz, Princess, and Pooh, but that's not too surprising. :)

Ashley

[Sorcerer]

Originally posted by cindyfan
I think there are very few stores left that have managers that care what it looks like.

I don't blame the CMs at all, they are only following direction.:(

Please don't blame the store managers, they have very little, if any, freedom to make decisions regarding the operation of individual stores. Each day Home Base sends us a directive on how to set up the store, sometimes making major changes to the stage overnight! If you (guests) are unhappy with the way the store appears or are displeased with the service you are receiving, then I second Michelle's (eeyore0062) suggestion to email the head honchos at Disney directly.

Please remember that CMs read these boards too, and some comments, while not intended to be hurtful, DO hurt feelings. When you make comments about a specific store the Cast Members from that store take those comments very personally. We have a lot of pride in the work that we do, and when those who do not understand what it's like to stand in our shoes attack the way we do things we tend to get a little defensive.

Communicate your displeasure to those who can change things!

[SGKoss]

I like my TDS. It's really close and the CMs are nice. I think their only mistake was letting me go after the holiday season last year. :-)

P.S. Jonie, have fun this weekend!

Shari

[Pin Wizard]

Thank you, Xevious. The credit for the logo goes to Michael (B'rer Rabbit.) As you check the different discussions, I'm sure you'll find him and his logos. What talent! And I'm sure he'd be more than happy to do one for you. Just let him know your favorite character, and he'll do the rest. :)

[MeanLaureen]

I just thought I would throw my 2 cents in here in defense of DS cast members. Now I don't work for Disney but I am a retail manager and have been with my company for 20 years. Let me tell you, times out there are a LOT worse than they have been in a long time. All companies are looking for the easiest way to correct the disappointing decline in retail sales and that is by cutting payroll.

6 years ago I had a weekly payroll budget of 320 hours, not including mine. Because "corporate America" likes immediate results in their cost cutting solutions during hard times my payroll is at an all time low of 192.5 hours a week INCLUDING my 45 hours! Of course certain aspects of the store are going to suffer and the most noticeable aspect could be how fast and how often a store "recovers" from a busy time. When you have a staff of 5 people working, it's easy to straighten, in Disney's case, Plush Mountain 4 or 5 times a day. If you only have 2 people working because that is all you can afford then more than likely that display won't be straightened until after closing. And trust me, all it takes is one little 5 yr old to totally trash a display in under 3 minutes!

Maybe the product in the stores isn't exactly what you might want to see, or it is stacked out on the shelves to the maximum. Remember that CM's and their managers are not buyers. They have no say in what is brought in to thier store. It was a huge adjustment for me when I went with corporate Hallmark because I lost the say in what my store was going to sell. We became a "cookie cutter" chain. (All stores receive the same items no matter what region) Hallmark has made a lot of buying mistakes and they are learning from them and I'm sure Disney is in the same boat. Give them time and I'm sure you will start seeing more of what you want. And as far as the shelves being stacked out - I have to do that too because filling in during the day when you only have 2 people working is virtually impossible!

I guess I see things in a different light because I can appreciate what the managers of TDS are up against. I'm in the same boat as they are only I have the upper hand. I have a lot of experience with my company under my belt. I bet there isn't too many Disney Store managers with 20 yrs tenure (have the stores even been around that long??)

So.. moral of my long pointless story.. :D Guests.. lets cut the DS CM's a break - retail is H E doublehockeysticks right now. And to the CM's - hang in there guys.. I feel your pain and frustration and I'm in the same boat with you.. it WILL get better!

[TIGGERSMOM]

I don't think anyone is blaming the frontline - managers or CMs. I worked in reatil for many years before changing careers and really have an appreciation of the art of sales.

This is what I find lacking in TDS nowadays - I lay the blame totally at upper management. The CMs in the stores have to follow dictates and can only sell what they are given. That is understood. I just wish the would put a suggestion box in each store so they could forward them through.

[Mickey7811]

I indeed do not blame any of the Cast Members - as a past Cast Member I believe you work for the Disney Stores truly for the love of Disney. They do as they are told - and not the way that they would like it to be.

I never worked so hard, as I did for Disney. And I loved every minute of it.

I just want them to do whatever it takes to keep the company going. I would truly miss my Disney Store if anything would happen to it.

Darlene

[DeeP]

It has been about 2 weeks since I have been to our DS, which is located in the Hamilton Mall in Mays Landing, NJ, but the last time I was there it was very organized and all the CMs there are wonderful!! The manager and the assistant manager are two of the nicest and most helpful people you would ever want to meet. No complaints from me regarding our Disney store.

[musashi]

Thanks Laurie!

As a cast member, I know everyone in our store tries to do their best. After the holidays is always a hard time (I was with Nordstrom for 8 years), and hours are tight. I agree 100%, write or call to guest services if you have a complaint. We CM's can only give you our very best service. We don't design the look of the store, buy the merchandise, or decide pricing, we can only hope that our love of Disney comes across loud and clear. And yes, we wouldn't be here unless we wanted to be! :)


MUSASHI

[cindyfan]

I am NOT blaming the CMs!
I am very good friends with alot of them and they think the same way I do! There are many times they are simply embarrassed about the way the store looks. So I am not saying anything about the store that the CMs aren't saying themselves. I have no intention of "hurting feelings".
But the direction coming from upper management is that the only thing that is important is Getting that Sale!!!
When the DS first opened the most important thing was "Guest Service" and the "Presentation"......the MAGIC!! Not so any more! :(
The managers (at least in this district) are being progammed to think "SALES!! BEAT LY! etc.....MONEY MONEY!!!"
I have actually seen and heard managers yell at CMs to STOP picking things up and go PUSH THAT VIDEO SALE.
But this is what they are being told to do.
I think we all understand the state of the economy these days. But the situation the DS today has more to do with the decisions that upper management has made.
Let's just hope they realize what is going on and get back to the MAGIC that made the DS a success to start with.

[doombuggy]

Thanks for your comments, MeanLaureen. They were great!

The person who started this thread probalby went in the store on one of those recent days when we had to move 99% of the merchandise in the store. Every single fixture and wall bay had to be changed. Our store operates with a cast of 20 (2 full time, rest p/t) all on 178 hours per week TOTAL. Last week I got a four hour shift. When you have a long list of tasks to do, it can get pretty crazy.

Since our economy has gone in the toilet, retail life has changed. And we thought things were tough before.......
Yes, Mr. Bell is on the way out. Maybe things will improve (I sure hope so). These things may take time. Someone complained about the quality of an item she purchased. I have been told that these items are ordered by the buyers of the company up to 18 months in advance. The item she mentioned was an irregular and should have been caught by quality control somewhere (I am assuming there is one, watching too much QVC).

I agree with the comments made about plush mountain/fountain. In the 5 1/2 years that I have spent with this company, it can take 45 minutes to an hour to completely redo the mountain (not, to brag, but I have done it quite a bit and that is a fast time, a newbie would need more time). Please be patient with us poor schmos. When you come into my store, please return my smilt and my "hello, how are you today?" I would really appreciate it - it would make my day too.

Thanks!:)

[Beastlover]

We used to go to the Disney Store near our house, too, until they got rid of all of the adult clothing. Now, when you go in there, all you see is childrens clothing, toys, and movies. We are big Disney collectors, and now that is limited.

As for its cleanliness, we couldn't believe how dirty it was. One of the things we love about Disney is how clean it is. I can understand the "plush mountain" being a mess because the kids love to jump in it. Me, I tought my children to respect the mountain. But when you look up at the characters and scenes on the overhang, and the dust is so thick, you can't tell what color it is, and there are cobwebs on Donald Duck's head, it is disappointing.

I am a lover of Beauty and the Beast, and when I saw the anniversary and IMAX release, I was so excited because I figured I could find a cool coat, shirt, etc. But I have asked around at the parks and stores for merchandise, and there isn't any. Even the CMs were surprised that there wasn't any for B & B.

I hope that the stores don't close, but they need to fix what isn't working.

[Xevious]

I rarely went the DS later than three in the afternoon. It was always clean and well kept during those slow afternoon hours. And on the rare occasion I did go in the evening, I could see a dramatic difference. The store would be packed with customers with lines at both registers. Needless to say, there wasn't a whole lot of time for straightening, but the CMs gave their all in trying to maintain a good store appearence. I give them all the credit in the world.


I know what you mean, Beastlover. I'm waiting for a merchandise push myself. I've been saving up for the tenth anniversary for a while now. Hopefully when the DVD is released we'll see some action. I could use some more BatB shirts. (among other things)

[DisneyStoreCMLiz]

Hi Everyone!

This is my very first time here on this board. Some of you might know me out there. I'm Lizzie, and I run my own board on Yahoogroups. For those of you who don't know me, I am a cast member for a Disney Store in NY.

I had to comment on the thread about the sad state of our stores.

I think that as a guest, most people don't get to see everything that goes on in a Disney Store. All the work that is put into making magic for each guest. So its easy to say that the stores are a mess and the selection is terrible etc...And yes you're right. But only to a point. You see most cast members really care about their stores. Many of us have been with the company more than 4 or 5 years. In that respect we're, as I like to call it, "old school Disney". We're the ones who still remember (and pray it returns) the standard "Disney Fold" where all the characters eyes lined up. We remember, and I personally wish it would come back, when we used to set up displays of the clothes above the 7 foot line, instead of the posters of disney characters. When hangers all went one way, and everything sparkled. But you have to realize that times, manangement and people have changed. Yes there are stores who unfortunately don't always give 100% to how their stores look, but the majority of us still care. Its just that we don't have as many payroll hours as we used to. There have been many cut backs and hours was one of them. That's why you see only 2 people on the floor at times. It becomes very challanging when the manager has to go in the back to recieve the shipment or anything else that requires him or her to open the back door and put in their alarm code. Its not that we don't care, its just that we can only do so much with what we're given.

Now as for the condition of Plush Mountain. Yes, its true, 9 times out of 10 it is a huge mess. But I have to tell you, its not that we don't try. Just like the other person said in their post...if you have the time...try and stick around for at least 30 min. You'll see parents who don't discipline their kids and let them climb all over the product that we need to sell. (shoes and all) Watch the teens who think its funny to lay on the plush, and the parents who are tired of shopping with their kids so they sit in it. Take a look at that 9 year old who's having a ball throwing the plush from one end to the other. There's only so much we can do. And believe me, we try our very best to stop the throwing, get the teens out of it, and talk the mountain climber down, all with a smile.

Now as for the product. Guys, we aren't in control of it. Our exec's make that decision. I truly believe with all my heart, that if you want to see more of an adult selection, you need to take the time and write to someone. Email Disney at Disney.com, ask a manager at your local store who you can write to about getting more product. Believe me, we want to see it come in. We know it will sell, and we want to buy it as well, but we aren't in control of it.

So the next time you go into a store that looks like a mess, or they don't have enough of what you think they should, think about the cast members who do work very hard to keep it clean, but can only do so much with the only pair of hands they have. We do our very best to spread the magic, but we're only human.

Lizzie ºoº

[mickey4ver]

BRAVO LIZZIE:p

[Beastlover]

Lizzie & all CM's and of DS's

I apologize if my DS opinion came across as CM's fault. I am currently writing to the Dis Exec's about the merchandise of the DSs, as I do not blame the CMs, I do know it comes from higher powers.

I forgot to add, the only factor that brings me to a store lately, is indeed the CMs. It is nice to see their smiling faces and chat Dis with them. I have 3 children and I go nuts cleaning up after them, and I understand the challenge in cleaning up after the many people who take advantage of the smiling Dis CM and trash the mountain. Like I said, we "respect the mountain".
I am concerned about the DS in our area, and will adress it to the proper authorities, because it is in my opinion if sales are down, and they have to cut on employees per shift and amount of hours worked, by doing so, the store is still suffering. This is what the general public sees, and feels. I don't think Walt would like it. They need to GET that.

[Sorcerer]

Yahoo Lizzie! Nice to see you over here. Make sure you check out the CM only board as well :D

Jonie
#404

[DisneyStoreCMLiz]

Hi Jonie!!

Nice to see you here too. I tried to access that board, but it says I don't have permission to. I sent an email to the supportstaff, but haven't heard anything yet. Is there something I need to know or do before I can get on??

Thanks!

Lizzie :wave: :earsgirl: :earseek:

[Sorcerer]

You've done the right thing - it normally takes a day or so to get a response, but they will have you up and running in no time! We have a grand old time over there :bounce:

[shirley 38]

I have one thing to say. Let in three roudy kids and they can distroy a store within minutes. Not only that they parents could care less.
We are not suppose to go around and pick up after you kids.
Also I love it when you come to our cash wrap and start a purchase and your child disappears to distroy more of the store and you leave and decide to do more shopping.
Think of the people behind you waiting to get rung up.

[JonetteA]

Beastlover,
As an avid B&B fan, I understand your pain with not having alot in the stores for the release. But did you check out the new snowglobes with B&B? We carry the storybook one in my store. Hopefully we will get more items as the video and DVD release of B&B is scheduled for this fall. (October 7th, I think.) In addition to the comment about lack of adult clothes, I understand your frustration. But here is my question. Have you bought any of the new adult t-shirts, or denim short sleeve shirts? Do you know anyone who has? I agree that we should get more items, but until people buy at full price what is offered, management is not going to rethink their position. They are going to keep trying a small selection of items until they find out what works.