Disney Customer Service comes through again!

[ShelsGoingToDisney]

Just had to share a positive experience since we see so many negatives.

Last week on our last night of our trip we were in DTD's World of Disney store and my son used some of his Xmas money to buy a kooky head 2011 pen. We went to play golf at Winter/Summerland and arrived back at the hotel late. We packed the pen in the backpack without him every using it. On the plane the next day we discovered it was broken. I emailed the merchandising dept after we arrived home with a picture and a scanned receipt explaining the problem and how sad my DS was. I got a prompt reply that they were mailing me a new one. The package arrived today, addressed from Dopey Drive!, and not only was there the replacement pen in the package but a second one as well! MY DS gave it to my DD and they are both super excited!

DS asked why they would send 2 . I explained that it is just how the Disney company is, they pride themselves on good customer service and that is why I love them so!

Just wanted to share a positive story!

 

[SunnieRN]

Thanks so much for sharing and I think it is awesome that they replaced the pen, even though Disney was not at fault whatsoever!

 

[elgerber]

I had a similar experience. We came home two weeks ago today. 2 days after we came home, my dd wore her brand new Jack Skellington long sleeve shirt. When she got home, a 3 inch hole had opened up in the seam on the sleeve. I e-mailed Disney and they e-mailed right back saying a new one had been sent out. I haven't gotten it yet, I had actually forgotten until I read this, but it is on its way!

 

[dhardawa]

It is the attitude of "the customer is always right" and going 120% above and beyond to make sure everyone's trip is perfect that keeps me going back to Disney over and over again.

 

[Friendofpluto]

I purchased a hat back in Sept. My dog chewed on the rim last week. I called merchandise and the woman helping me spent a long time looking for it. I remembered that I did have some receipts so she was able to find the hat after I located this. Not once was she rushed. She shipped me out a new hat and waived shipping so my dog would not be in trouble. I love this hat and did not want to wait until my next trip to locate in case they no longer carried.

 

[SOnotLayuh]

I love these stories!

 

[elgerber]

It is the attitude of "the customer is always right" and going 120% above and beyond to make sure everyone's trip is perfect that keeps me going back to Disney over and over again.

That was exactly what I told the woman in the email when she said she had sent the new shirt out already!

 

[SnowWhite33]

When DS was little he lost his shoe when getting onto the POTC boat. It went right into the water and disappeared into the abyss before we could get it.

I was frantically searching shops in the area to try and find DS a new pair of shoes but was not having any luck. It was early Feb and it was raining and cold and poor DS was without shoes (I didn't bring any extra from home ) A CM at a shop sent me to City Hall where we were given a certificate and walked over to the Main St Emporium and told to pick out any shoes he wanted. DS picked Buzz Lightyear shoes that had lights in the heel, he was so thrilled about that.

Disney really came through for us.

Of course poor DS hasn't had a POTC ride since that he doesn't get ribbed about it

Oh and we kept the other shoe-my DM who was with us when it happened turned it into a planter

 

[funforfive]

Love disney customer service!!

Love your ticker even more! Last year we watched a launch and I thought I was taping it...Had our camera on standby the whole time If the launch goes off on the 19th We'll be there with camera on! Redemption for one of the biggest oops of my life

 

[Mickey527]

I brought my neice and nephew to WDW when my now 12 year old niece was 5. We went into tough to Be a Bug and she sat on some gum that someone else had stuck to the seat.
When we got out I went to the restaraunt and asked for some ice. the lady behind the counter gave me ice watrer and I told her I just needed ice to take the gum off the pants.
She came out from behind the counter and told me to come with her.
I followed along with my niece and SIL and she brought us to the children's clothing store and told us to pick out a new pair of pants. My SIL picked out cute tinkerbell shorts and the CM told us that her shirt doesn't go with the new pants and she took a shirt off the shelf. then she said the shoes don't match now and gave my niece a cute pair of tinkerbell sandals.
I couldn't believe it because I had heard about Disney doing this but never saw it in action.
My niece still talks about her outfit. My SIL was even smart enough to get a size larger so my neice wore that outfit the following summer too since we usually only get 3 months out of our summer clothes before we have to pack them away for the winter.

 

[DaniB]

Even the Disney store online has great customer service!

After we returned from our trip, I ended up ordering a Disney scrapbook album from them. I just could not find one I liked in the stores, even DTD.

It arrived in 2 days! I was shocked how quickly as I'm in Canada.

However the back cover of the hardcover album was damaged. (On the inside of the back cover if that makes sense). So I phoned to ask how I would go about returning the album and getting a new one. (There was a return form in the package).

The CM I spoke to apologized (not her fault!) and said she would send out a new one right away. No shipping fees. AND told me not to worry about sending the first album back to them!! The second album arrived just as quickly and in perfect condition!

 

[hearts8701]

i purchased a very expensive bottle of gucci perfume in epcot's italy when i got home the un-opened box had an emptybottle in the case i contacted disney send the bottle back i was send a new bottle and credit for shipping the empty bottle back to disney on my credit card

 

[hoffmann2828]

I had a similar experience in the parks. I was there on spring break with my friend and left my sunglasses under the seat at Muppet Vision 3D. We went back in and they made an announcement, but no glasses came forward. The lady asked me how much longer I was staying. When I told her it was our first day, she said I couldn't be without glasses for that long and walked me to the nearest store, where I got to pick out a new pair for free.

I fell in love with Disney that day (back in 1995!) and since then, I've been back 8 times, Disney-cruised, bought DVC, added on to DVC, and made it my personal mission to support anything Disney. I think they got their $20 back!!! LOL

 

[Kitty-chan]

My son lost a souvenir mug from Pizza Planet one day at Hollywood Studios. I would've bought him a new one, but Pizza Planet was closed for the night, and we were flying out early the next morning. I went to Guest Services to ask if it had been turned in to the Lost and Found, or if there were some mail-order way I could buy a new one, and the very kind CM on duty took my tearful little boy to a nearby shop and let him pick out any mug he wanted.

And then another trip, I was dining at Le Cellier, and the waitress accidentally dumped a tray of drinks on me. I was completely soaked with beer! They brought me a change of clothes, and even gave me a No Strings Attached voucher to get myself a replacement bag since my backpack was soaked through.

Can I put a plug in here for letting Guest Services know when somebody's gone above and beyond the call of duty? I try to do so every trip, because it does seem like every single time I'm there, somebody does something extra magic for me.

 

[minniebeth]

On the last day of our trip this past January, my DD9 decided to use her Disney gift card she got for Christmas in the resort shop to buy a pair of earrings. The system was "down" and would not accept any gift cards or credit cards. It was our last day and I had no cash to cover it. My DD started crying so the lady put the earrings in a bag and handed them to her.

 

[ShelsGoingToDisney]

Thanks so much for sharing and I think it is awesome that they replaced the pen, even though Disney was not at fault whatsoever!

I just want to clarify that my son never used the pen. It was defective and we didn't check it out close enough when we bought it, we didn't break it! If we were still there we could have returned to the store. I would never have emailed Disney if I thought we were at fault for the broken pen! That's why I sent a scan of the receipt and pictures so they could see it was defective and we had just bought it the day before. I was just expecting a hassle over a stupid $6.95 pen and I was so pleased that there was no question on their part.

 

[SnowWhite33]

I love all of these stories!

 

[neatokimmo]

We were in Epcot and my DD was playing with one of those glow bracelets and it snapped in two. We were right at first aid so I ran her over there. After I got over the fact I thought she was blinded for life (that stuff is just soap said the CM) we tried to get the dye off her brand new custom made Disney outfit I had bought on ebay (I was ill).

The nurse called someone and before I had DD dressed, they delivered a minnie tshirt & a minnie mouse plush for her. DD was just 2.5 and thought that mouse was the best thing ever!

 

[LilyWDW]

In 2007, I thought I would wear some really cute shoes that I had bought for the trip. Apparently my feet didn't like not having socks on when I wore them and I tore my feet up. When I went to first aid, they bandaged me up and gave me a "coupon" for a free pair of socks.

So, we went to the Emporium to get them. However, they only had packs of 2 or more... no single pairs. So we took it up front more then willing to pay the difference between the free pair and the extra (I would have needed another pair anyways so no big deal). Instead the manager told us to take the pack and not worry about it. He also wished me a wonderful night and that my feet would feel better.

 

[Millermom0606]

I bought one of the First Christmas ornaments off the online park store, it had a mini baby mickey on the top of it and when I got it it was shattered, I called, they said they'd over night me another one, then she called back and said she wasn't sure it went through so she sent another one through. We got TWO in the mail. She actually called back after Christmas to make sure it lasted ok and when I told her we had two she said to keep it in case another one broke