DCL Gear Unavailable after Debarking :( Any Ideas?

[MickeyEarrings]

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.

I had to go back and re-read the original post; I don't think they bought the small...and growing into it was the first thing I thought of, too.

 

[YayDisney]

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.

Yes - @Sytrace is totally saving the day and I understand they may be limited due to legal restrictions, but the tone of the response left much to be desired and also I was surprised that not one, but two different CMs on board had no clue that only some items are available on line. You would think they have a list of things or at least give accurate information. Anyway, it looks like there is a big huge silver lining but as I told @Sytrace - lesson learned....buy what you like the first time you see it on board or in CC because you just can't get it anywhere later if it sells out.

 

[YayDisney]

I had to go back and re-read the original post; I don't think they bought the small...and growing into it was the first thing I thought of, too.

correct - we did not buy the small because we were so confidently told we could get it online ! I would have bought the small if they had told me there was a chance we couldn't get it later.

 

[PrincessShmoo]

I was surprised that not one, but two different CMs on board had no clue that only some items are available on line. You would think they have a list of things or at least give accurate information.

Well, it's just another example of DCL CMs and Disney CMs not having the same knowledge. Especially knowledge of things that are "outside their area of expertise". Most of the time the response is based on what they think you want to hear.

 

[Sytrace]

Happy to help out.

 

[Hundredacre]

This would really annoy me too. Once we were looking for two ship models and they had one out and a very snobby store employee was like "maybe" we have more when I asked. I kind of just stood there for a minute and when i realized he wasnt planning on addressing me any further, I was like, "could you check?" He said he would check later and i could stop by again later in the cruise. The shop was empty and there were three employees behind the counter. So weird. My husband was behind me and was like what about if we give you our room number and you call us when you find out if you have more? He called later that day- they had it. It was like a saturday night live skit about bad customer service.

 

[PrincessShmoo]

This would really annoy me too. Once we were looking for two ship models and they had one out and a very snobby store employee was like "maybe" we have more when I asked. I kind of just stood there for a minute and when i realized he wasnt planning on addressing me any further, I was like, "could you check?" He said he would check later and i could stop by again later in the cruise. The shop was empty and there were three employees behind the counter. So weird. My husband was behind me and was like what about if we give you our room number and you call us when you find out if you have more? He called later that day- they had it. It was like a saturday night live skit about bad customer service.

I'd probably be asking for the CMs supervisor after the first snooty response. Definitely after the "you can check back later" comment.

 

[truck1]

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.

Yes and no. Technically they cannot sell something while in US waters. However, since DCL does sell ship specific merchandise online, there really isn't an excuse why shore side cannot obtain an item after a cruise.

 

[truck1]

This would really annoy me too. Once we were looking for two ship models and they had one out and a very snobby store employee was like "maybe" we have more when I asked. I kind of just stood there for a minute and when i realized he wasnt planning on addressing me any further, I was like, "could you check?" He said he would check later and i could stop by again later in the cruise. The shop was empty and there were three employees behind the counter. So weird. My husband was behind me and was like what about if we give you our room number and you call us when you find out if you have more? He called later that day- they had it. It was like a saturday night live skit about bad customer service.

At that point my next question is your supervisors name and location would be.... .. where? Or my next stop would be gs. Been there and done that before.

 

[YayDisney]

Yes and no. Technically they cannot sell something while in US waters. However, since DCL does sell ship specific merchandise online, there really isn't an excuse why shore side cannot obtain an item after a cruise.

This was exactly my point, but she never responded to that.

Coincidentally, I got a response from someone different yesterday - also, kind of short confirming what the other representative said and ignoring all of my responses.

 

[Dug720]

Yes and no. Technically they cannot sell something while in US waters. However, since DCL does sell ship specific merchandise online, there really isn't an excuse why shore side cannot obtain an item after a cruise.

I thought it was "while in port" - because the shops aren't open while in ANY port.

 

[truck1]

This was exactly my point, but she never responded to that.

Coincidentally, I got a response from someone different yesterday - also, kind of short confirming what the other representative said and ignoring all of my responses.

Shoreside is getting bad about things, and even gs in general both on the ships and the parks. The first person to respond wasn't a woman named Rebecca was it? Back before the Dream came out, and they announced the dates, I emailed DCL and asked some questions about the ship, and also if they were going to allow guests to come back with the ship as a test. Long story short, I got a 3 page email back with answers to everything except for what I asked. So I sent an email back, saying you didn't answer any of my questions, and she said yes I did, look at line whatever. Out of 3 pages. After I got her to call me, she went around and round, and never really answered my questions, and came up with a lot of excuses on why she wouldn't tell me.

Flash forward to the Fantasys Maiden. Had an issue with 2 different people from concierge. Talked to gs about it and even left it on the comment card. Never heard back from them other then a stock we take all comments seriously card. Mentioned it on our next cruise to the supervisor from gs, and he promised a phone call from the head of concierge and I'm still waiting. When I worked for Disney 1 of the first things they beat into us was if you dont know something don't make it up. Find someone who knows and get the correct answer. The other thing is if someone has an issue, to get back with that person, real time, and not ignore it. Disney as a whole seems to be doing the opposite lately.

 

[truck1]

I thought it was "while in port" - because the shops aren't open while in ANY port.

Technically its true but the US waters extend I think 12 miles off the coast, so it would be the same effect as if the ship was tied to the pier in PC or LA, SD etc. Which is why the stores open late on embarkation day, but are open earlier on sea days. The hours usually coincide with where the ship is in relation to the territorial waters of the island they are near. This way they don't have to charge tax or change the taxable amount hour to hour or cruise to cruise.