DCL Gear Unavailable after Debarking :( Any Ideas?

[YayDisney]

So, our kids get to choose one souvenir from our trip. We just got off the Aug 6 Fantasy WC - My daughter fell in love with a white zip up hoodie in Sea Treasures on the ship. It's so pretty. It has glittery blue writing on it with all the ships names on the back in little catchy phrases, etc. . . Anyway, she needed an XS - the Small was huge on her. They had no XS but we were told that she could get it online when we debarked. On the morning of debarkation, my husband went by the closed shop and saw they had restocked and had several XS in the store. I went to Guest Services and explained what we had been told, but the CM said they could not under any circumstances open the store while in US waters and that there was nothing she could do about it. So, since we had been told at the store that we could get it online, we went online when we got home. However, only a few select items are available and none of them are this white hoodie.

I called DCL and was given an email for what was like a guest services shoreside. So I emailed and got a kind of terse response that its too bad but there is nothing they can do. they can take any item off the ship and if its not available on the website, they can't sell it to me at all. . . . She hopes this doesn't sour our take on the cruise and that we will cruise again soon.

I wrote back and expressed annoyance that we had been specifically told the opposite while on the ship and had we not been assured, we could have gotten a small and maybe tailored it or whatever. I was really frustrated with the answer she gave because - while I know it's not a big deal at all, it was wrong information that we were given and she didn't get anything on any of the islands or CC because she wanted this, so its a big deal for her. I have never really run into a brick wall with Disney, but I kind of hit it here.

I have been on ebay and google trying to see if by chance someone is selling one too - but couldn't even find anything there. . .

Any thoughts?

 

[PrincessShmoo]

So, our kids get to choose one souvenir from our trip. We just got off the Aug 6 Fantasy WC - My daughter fell in love with a white zip up hoodie in Sea Treasures on the ship. It's so pretty. It has glittery blue writing on it with all the ships names on the back in little catchy phrases, etc. . . Anyway, she needed an XS - the Small was huge on her. They had no XS but we were told that she could get it online when we debarked. On the morning of debarkation, my husband went by the closed shop and saw they had restocked and had several XS in the store. I went to Guest Services and explained what we had been told, but the CM said they could not under any circumstances open the store while in US waters and that there was nothing she could do about it. So, since we had been told at the store that we could get it online, we went online when we got home. However, only a few select items are available and none of them are this white hoodie.

I called DCL and was given an email for what was like a guest services shoreside. So I emailed and got a kind of terse response that its too bad but there is nothing they can do. they can take any item off the ship and if its not available on the website, they can't sell it to me at all. . . . She hopes this doesn't sour our take on the cruise and that we will cruise again soon.

I wrote back and expressed annoyance that we had been specifically told the opposite while on the ship and had we not been assured, we could have gotten a small and maybe tailored it or whatever. I was really frustrated with the answer she gave because - while I know it's not a big deal at all, it was wrong information that we were given and she didn't get anything on any of the islands or CC because she wanted this, so its a big deal for her. I have never really run into a brick wall with Disney, but I kind of hit it here.

I have been on ebay and google trying to see if by chance someone is selling one too - but couldn't even find anything there. . .

Any thoughts?

Well.... take another cruise? Or, maybe, see if you can make contact with someone on an upcoming cruise to pick up one for you.

 

[AquaDame]

So, our kids get to choose one souvenir from our trip. We just got off the Aug 6 Fantasy WC - My daughter fell in love with a white zip up hoodie in Sea Treasures on the ship. It's so pretty. It has glittery blue writing on it with all the ships names on the back in little catchy phrases, etc. . . Anyway, she needed an XS - the Small was huge on her. They had no XS but we were told that she could get it online when we debarked. On the morning of debarkation, my husband went by the closed shop and saw they had restocked and had several XS in the store. I went to Guest Services and explained what we had been told, but the CM said they could not under any circumstances open the store while in US waters and that there was nothing she could do about it. So, since we had been told at the store that we could get it online, we went online when we got home. However, only a few select items are available and none of them are this white hoodie.

I called DCL and was given an email for what was like a guest services shoreside. So I emailed and got a kind of terse response that its too bad but there is nothing they can do. they can take any item off the ship and if its not available on the website, they can't sell it to me at all. . . . She hopes this doesn't sour our take on the cruise and that we will cruise again soon.

I wrote back and expressed annoyance that we had been specifically told the opposite while on the ship and had we not been assured, we could have gotten a small and maybe tailored it or whatever. I was really frustrated with the answer she gave because - while I know it's not a big deal at all, it was wrong information that we were given and she didn't get anything on any of the islands or CC because she wanted this, so its a big deal for her. I have never really run into a brick wall with Disney, but I kind of hit it here.

I have been on ebay and google trying to see if by chance someone is selling one too - but couldn't even find anything there. . .

Any thoughts?

Just that it sucks! I have heard a few times when people are told one thing on the ship and then another when they got off - I'm now a little paranoid about getting all my ducks in a row before I disembark. A nice cruiser may be able and willing to help you out if they are cruising soon - I have heard of it happening before!

 

[YayDisney]

Well.... take another cruise? Or, maybe, see if you can make contact with someone on an upcoming cruise to pick up one for you.

Ha ha ha ha - I love the first option, but the saddest thing is that I had to push DH pretty hard for this - our 4th - DCL cruise so it makes that jacket all the more special because it's a great souvenir of allll our cruises. Sure, if someone would do that for me, that would be great but I don't know of anyone who is going on a DCL anytime soon and it seems like a lot to ask of someone I don't know - hey, while you are on vacation do you mind a little shopping for me? ha ha

I am just frustrated at the response and I frankly don't buy it. If they have any gear available on line, then it defeats what she is saying to me that they can't sell "anything"

 

[YayDisney]

I'm now a little paranoid about getting all my ducks in a row before I disembark. A nice cruiser may be able and willing to help you out if they are cruising soon - I have heard of it happening before!

Thanks - yes, you know, that is why I tried guest services before leaving the ship because I was worried that once I got off, all bets would be off. . . . . I understand they couldn't open the shop because of some customs issue and being in us waters etc. . .but what I don't understand is how they are totally unable to fix this after two CMs told me something wrong.

 

[Flossbolna]

Have you tried the Disney Parks Shopping App? I think Inread that they have DCL merchandise available there. More than at disneystore.com.

https://disneyworld.disney.go.com/guest-services/shop-disney-parks-mobile-app/

 

[AquaDame]

Thanks - yes, you know, that is why I tried guest services before leaving the ship because I was worried that once I got off, all bets would be off. . . . . I understand they couldn't open the shop because of some customs issue and being in us waters etc. . .but what I don't understand is how they are totally unable to fix this after two CMs told me something wrong.

Right? You would think of all places GS would have the correct answers but there is a bit of a disconnect between shore side and the CMs on the ship. Not suggesting they have anything but the best of intentions but I do feel like the ships over estimate the amount of pixie dust in 'the real world'.

 

[PrincessShmoo]

I love the first option, but the saddest thing is that I had to push DH pretty hard for this - our 4th - DCL cruise so it makes that jacket all the more special because it's a great souvenir of allll our cruises.

Maybe point out to him that there's a problem, and what your solution is (another cruise). If he doesn't like that option, maybe put it on him to solve the problem with getting the jacket for your daughter. I mean you've done all you can.

 

[Sytrace]

Unfortunately, it is true that the shops on the ship cannot open during port days, including embarkation and debarkation days. As for them telling you that you could order it after the cruise and then putting it out there as they were restocking is kind of a "sour" thing to do.
Since you did not get a sufficient answer from the person who replied to you, I would suggest taking it higher and asking to see if one could be mailed to you from the ship to your home. I am fairly certain they can do that if you can get to a management person who can authorize that.

 

[bumbershoot]

I would start a new thread simply asking someone if they could pick it up.

 

[FigmentSpark]

I know it's small consolation, but if you can't remedy this for your daughter, at least it's too big (and she can grow into it) and not too small.

I hope you find a good resolution.

 

[Bree]

Do you belong to any other cruise groups on other social media sites? A member of one of those groups might be able to help you out. I see it happen all the time.

 

[Sytrace]

Ha ha ha ha - I love the first option, but the saddest thing is that I had to push DH pretty hard for this - our 4th - DCL cruise so it makes that jacket all the more special because it's a great souvenir of allll our cruises. Sure, if someone would do that for me, that would be great but I don't know of anyone who is going on a DCL anytime soon and it seems like a lot to ask of someone I don't know - hey, while you are on vacation do you mind a little shopping for me? ha ha

I am just frustrated at the response and I frankly don't buy it. If they have any gear available on line, then it defeats what she is saying to me that they can't sell "anything"

I am sailing the Dream on the 16th and Fantasy on the 24th if you would like me to get one for you.

 

[YayDisney]

Have you tried the Disney Parks Shopping App? I think Inread that they have DCL merchandise available there. More than at disneystore.com.

https://disneyworld.disney.go.com/guest-services/shop-disney-parks-mobile-app/

yep - they don't have it. thanks though

 

[YayDisney]

I am sailing the Dream on the 16th and Fantasy on the 24th if you would like me to get one for you.

Really??? I would!! I would!! Do I DM you so that we can figure out details. . . .oh that would be so wonderful if it works out. Thank you !

 

[Sytrace]

Yes, if you would like to send me a message on here we can figure out details. It is not a problem at all. Although I wish Disney would have stepped up their game for you.

 

[PrincessShmoo]

Really??? I would!! I would!! Do I DM you so that we can figure out details. . . .oh that would be so wonderful if it works out. Thank you !

If you wish to set up a mutual purchase, you should do it via a private conversation. To do that just click on the person's avatar you want to converse with and click "start a conversation" in the next window.

 

[YayDisney]

Yes, if you would like to send me a message on here we can figure out details. It is not a problem at all. Although I wish Disney would have stepped up their game for you.

Thanks!! I just sent you a conversation. I wish Disney had stepped up too. . . .I am it's biggest customer service defender - I always think they can make anything possible, but I didn't appreciate the fact that first, I had to email someone and couldn't speak to someone about it and second, I never got a reply to my response email. Over all, not thrilled with the response, but nothing is perfect.

 

[Neptune's Fork]

I think someone already pointed it out, but it's not a business or customer service issue, it's a legal issue. So their hands are tied on that one. But it looks like you have a nice castaway club member ready to swing into action for you.

 

[AquaDame]

Thank you Sytrace!