Email Address for Complaint

Discussion in 'UK Trip Planning Forum' started by Mermaid2sea, Sep 7, 2009.

  1. Mermaid2sea

    Mermaid2sea DIS Veteran

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    I really don't want to but would like to send a complaint for the very first time about a CM....it was quite bad as she really rude and brought me to tears.....I sent an email to the address over a week ago. I've not heard anything apart from an automated email. Does anyone know how long it takes and is this the right email address to send it too??



    guest.mail@wdw.disneyonline.com
     
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  3. disney_princess_85

    disney_princess_85 DIS Veteran

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    :sad2: I'm sorry to hear about your experience, what happened? I'm not sure about the email address, hopefully someone who knows will be along soon.
     
  4. wayneg

    wayneg Moderator Moderator

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    Sorry you had a bad experience, but with the amount of staff Disney have they can't all be perfect. We also came across one last month. on the Monorail at MK, DW was having trouble with her back so didn't want to walk to the front of monorail so we hung about near the entrance, it was quiet so no problem to anyone, the CM's attitude was not good. and DW considered complaining. All the other CM's were great, once they saw DW using a stick to walk they offered to open the disability section for her, just one nasty CM. What annoyed us most was a comment she made as the doors were closing and no way for us to reply to her.

    Sorry to vent, I fully understand you wanting to complain sometimes. I sent an email end July, took about 10 days for them to reply, if you don't hear soon send another.
    I just did some googling and came up with this, maybe try that

    Walt Disney World Guest Communications
    PO Box 10040
    Lake Buena Vista, FL 32830-0040

    wdw.guest.communications@disneyworld.com
     
  5. disneyholic family

    disneyholic family <font color=teal>Wayne always catches me<br><font

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    this won't help you this time, but in the future, if you have a complaint, go to guest services while you're still at WDW.
    You might actually get an apology or something small in compensation to put a smile back on your face.

    however, once you've left, your chances of a response decrease exponentially...disney has a pretty bad track record in responding to complaints once you're back home...
     
  6. Mermaid2sea

    Mermaid2sea DIS Veteran

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    We were on the Free Dining Plan and wanted to transfer our park tickets from our key card to paper tickets as we weren't using them for this trip. We were advised by the Conceige at the Pop to go to DTD which we did…the CM at the time said that it wasn't a problem it takes a little while…as we had a dining reservation he said to come back afterwards which we did…we saw another CM whom was going to do it…,but the computer system went down even the one on Westside…..so we ended up going back the following day which was a complete different story,,,,,she was really rude to say the least she said that it could only be done once we checked out of our room otherwise we would loose our room reservation….I tried to explain that was not possible as we had Disney Express pick up at 06:45 the following morning….she reluctently did the transaction and when she handed back our room key she said "good luck you probably won't a room reservation tonight" at which point we rushed back to our resort…thankfully it was fine.,,,the CM at the pop said that she should have never said that was wrong and we should have complained and asked to speak to a manager….we also asked about dining reservations for that evening…she said that it was not possible to check reservations for the same day??? Which I knew was wrong straight away *** the Pop had checked for us a couple of days before for same night dining reservation,..we were going to spend the afternoon at DTD but ended up rushing back to the hotel….there was no Disney Magic about this CM.

    Thank you I will try this email address also...

    Sorry to rant
     
  7. Pegasus928

    Pegasus928 DIS Veteran

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    Rant away - its what these boards are good for.

    It is a shame when you come across a bad CM - but as Wayne said they can't all be perfect.

    I hope you get some sort of response - if only an apology. Thats what we got when we complained in Epcot while we were there in Feb - and our experience meant we had to leave the park with one distressed ADHD son. Epoct is also his favourite park of them all which made it particularly hard, but we were determined it wouldn't spoil what was otherwise a brilliant holiday.
     
  8. scojos

    scojos <font color=peach>I want to be Tinkerbell and fly

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    4 years ago we did the fantasmic package and were served raw chicken. raw!:scared1: spoke to the CM she was very rude and said it wasnt eaw- so i asked to speak to the head chef. he also was very very rude, paid to get fantasmic tickets and went straight to guest services i was fuming:mad:i
    i mean how rude (i pointed out a had a head chef for a husband and im a catering teacher HOWEVER anyone could tell the chicken was raw!
    guest services gave us disney dollars to the cost of the meal, and some disney $$ for the kids, they were lovely.
    i too had a asd kid in meltdown, we had to sit for about 60 min in 1st aid for him to calm down:confused3
    tracy
    ps never got a letter back for the one i sent, disney dont do complaints or apologies, they would be recognising that their world is imperfect...
     
  9. Girlsontour

    Girlsontour DIS Veteran

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    I had reason to complain about something about 6 years ago - they actually phoned me at home....twice!!!!
     
  10. Lil_Me

    Lil_Me Mouseketeer

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    Same here, they were very good when we had problems in April, sent a letter to them in May when we got home, had a phone call a few weeks later and they sent us £75 disney vouchers to spend in the Disney store. Couldn't fault it.
     
  11. ThumperThistle

    ThumperThistle Flower of Scotland

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    I e-mailed a complaint to Disney in July. Someone phoned me approx 10 days later. Disney also refunded 33% of my hotel cost as an appology.
     
  12. Mermaid2sea

    Mermaid2sea DIS Veteran

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    Hmm,...now I'm wondering I am sending a complaint about Guest Services to Guest Services..is that good???
     
  13. disney_princess_85

    disney_princess_85 DIS Veteran

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    It makes no difference, a complaint is a complaint. Actually, it's probably better that you're directly targeting the source of the complaint. Don't worry, just go ahead and see what they say. :)
     
  14. Mermaid2sea

    Mermaid2sea DIS Veteran

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    I just called them spoke to a very helpful CM. She confirmed that they have received my email. It would be just nice to know what their thoughts were on the matter, I know it's it's only a small thing,,..,but at the time it felt horrible.
     
  15. SammieG

    SammieG <font color=royalblue>I think i will have a teenag

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    Disney have always phoned me and discussed any complaint I had... I found them to be amazing!
     
  16. Mermaid2sea

    Mermaid2sea DIS Veteran

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    That's really good.....

    They must be looking at mine thinking what all the fuss was about...
     
  17. gavvy

    gavvy DIS Veteran

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    My experence with disney is they are very good at making good if you complain at the time, immediate guest recovery they call it, if you wait until you come home you get more of a "im sorry you felt this way" templated type letter.

    That being said, I had a moan on email once about something in EPCOT- and I got a call from the CEO' of EPCOT assisant (or something- sounded high up anyway!)

    One thing I do know is that any complaint is marked against or fedback to the person if they can be ID'd, Disney keep a track of everything - including any compnsation they give you!

    The same is said of good emails, they are always fed back to the CM line manager and placed in the CM file.
     

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