Disney online store is driving me nuts!

[BibbidyBobbidyBoo]

grrrrrrrr I have to vent... they are driving me crazy!!!

I have shopped online at Disney store many many times- I prefer to do that than drive to the nearest store an hour away which doesn't have much in it- and did so the other day because of the sale they were having. I looked through and wanted some of the mickey duffle bags that you could get personalized- I ordered two (one red, one black) along with a few other items- and paid online with credit card. The order went through fine.

Yesterday I received an email saying that the duffle bags were sold out and no longer available "sorry for any inconvenience".

Well I emailed back saying the duffle bags were the main things I wanted- and the rest I'd just added to the order- and that if they no longer had what I had ordered (was in stock at the time and my credit card was processed at that time also!) that I'd like to cancel the whole order.

They emailed me back (a different person) what seemed like an automated message about how once you place an order the CC is processed immediately and the order could not be cancelled nor changed... that I could return the items to the store once received if I wanted a refund.

I emailed back that this was not acceptable- since I would still be out the shipping cost if I were to return them once they were received and that THEY changed the order- not me.

I received another email back (from yet a different person- 3rd one) what seemed like another automated message because it basically said the same thing again!

I emailed back that it wasn't acceptable and that I needed a supervisor to email me back or call me- otherwise I would be forced to fight the charges with my credit card so that I wouldn't be charged shipping -cause returning the items would still have me at a loss on the shipping cost.

Sandy (supervisor? I don't know) called me this evening and said only the red duffle bag was sold out and apologized for the first representative not giving that detail and we worked it out to make both the duffle bags black- however, the first order had already gone through with just the one black (the red one being sold out- somehow... after I'd already ordered) -so she needed my credit card to be able to charge the 2nd black one and promised she would not charge me shipping since it should have been shipped with the other items and ALSO said she'd reduce the price the amount of shipping for the other stuff- for my trouble- apologizing profusely for all the inconvenience. I told her I was at a PTO meeting and could she please email me with both totals that would be charged to my credit card.

She emails me the totals and they add up to MORE than my total was to begin with! My total with the 2 duffle bags and addtl. items was $114.84 originally... the totals she gave me were $87.15 and $29.61 which add up to $116.76!! So now I'm paying MORE??
I emailed asking why my total was now more than it had been to begin with- since she said she wouldn't charge me shipping on BOTH -so it actually should be less... but definitely not more!

I get an automated message from someone else (#5 representatives of disney online store at this point) saying I'd asked about taxation of internet commerce and explaining how they must charge tax!?!!! Automated and I hadn't even asked that.

GRRRRRRR -they are driving me nuts! I shop online there all the time but at this point once we get this straightened out I probably won't- EVER AGAIN! I emailed back asking to please forward my emails to Sandy or have her call me again- instead of sending me automated messages back... let's see if they ever get this straight.

Did anyone else have problems like this with this sale they had recently?

 

[goofy4tink]

Not problems with this particular sale, but with others. I just won't shop DisneyStore online anymore. It's just a big hassle.

 

[dtuleya]

I hope they are able to work it out for you. I get so frustrated when I put a sale item in my cart to only find out later that it is out of stock. Why can I put it in my cart in the first place then?

 

[llebrekniT]

I placed an order with them on-line. I ordered several things, among them were these Princess dolls that are very tiny and have rubbery clothes that you can change them into. Do you know what I mean, kind of like Polly Pockets.

Anyway they were all in stock except for the Cinderella and carriage which was to ship the 1st of Dec.

Got the order and the Sleeping Beauty one was missing, but Cindy<a href='http://www.smileycentral.com/?partner=ZSzeb008' target='_blank'><img src='http://smileys.smileycentral.com/cat/15/15_3_2.gif' border=0></a> and her carriage were in there.

Called CS and was told they would send Sleeping Beauty out to me. Later that night I had a message from CS saying that Sleeping Beauty was on her way, but I would need to return Cindy because I wasn't supposed to have her yet. <a href='http://www.smileycentral.com/?partner=ZSzeb008' target='_blank'><img src='http://smileys.smileycentral.com/cat/4/4_6_104.gif' border=0></a> They said the Cindy's weren't supposed to get shipped out until Dec. 1st.

Well there was no way I was going to do that. I called CS, got a different person and told them as much. CS said OK fine, keep her.

Fast-forward to the first week in Dec. and who should show up on my doorstep? You got it - Cindy and her carriage #2!<a href='http://www.smileycentral.com/?partner=ZSzeb008' target='_blank'><img src='http://smileys.smileycentral.com/cat/15/15_3_2.gif' border=0></a>

I called them and told the whole story again and they said to just keep her and donate her or whatever.

It's a good thing Disney makes good money with their movies and amusement parks!

 

[BibbidyBobbidyBoo]

Sigh- got another email today... not automated but basically just saying the charge for both orders! Hello? Do they not understand english? They explain the difference in price as tax- I don't THINK SO! It already had over $8 in tax for a less than $100 ($80 something) order to begin with! What kind of tax could they possibly have that is more than that? They state the tax difference is the difference in amount since they estimate the tax when you order and then use zipcode to actually charge the tax... how could it be more than that?
And STILL- she said she'd take off the shipping charges so it should be LESS- not MORE than what I originally paid. And ugh.... they are driving me bonkers. I've emailed back asking to have that one person I spoke to (Sandy) call me back or something- this is soooo ridiculous!
At this point I think I'll just refuse shipment of the items. I don't agree with the bait/switch method of doing business (and that's what it feels like when you order something, pay with credit card, receive conf. # and then later get an email saying something was sold out and you can't have it- when it was what you wanted and the other stuff is just piddly little stuff you just added to the order of the big stuff!) and I do NOT think their customer service after the fact is up to par- not even close....

 

[PamOKW]

I don't think e-mails are going to solve it for you. If you could get someone on the phone -- preferably "Sandy" -- you might be able to straighten it out. You need a real person to discuss the problem since it doesn't fit into any of their "automatic" responses.

I had a lot of trouble with the catalog years ago and pretty much gave up on the catalog and on-line. The stores are now shot -- so I just shop when at WDW.

 

[KathyTX]

It should be easy for you to check to see if the tax is correct. The tax they charge should the sales tax rate is whatever is mandated by *your location*, no extra mysterious taxes.

So if the sales tax in your town is 8.5%, for instance, that's what they should charge.

(It is possible that they estimate the tax at another, lower rate. Sales taxes in Texas are generally higher than in many other locations. But lots of those other locations have state income taxes instead!)

It does sound like they could have communicated more clearly.

 

[keenercam]

You should definitely call them. Just hit the "contact us" or "customer service" link on the website and call them. The phone CMs are AMAZING and so helpful. They will straighten out for you right away. Don't try to do it by email anymore.
Good luck.
P.S. I have those duffels -- they are so gorgeous and sturdy with LOTS of features -- very large too. Will hold my son's entire week's worth of clothes for our cruise. And got one for my Godson, too. 16.99 personalized -- cannot be beat!

 

[BibbidyBobbidyBoo]

Which duffle did you get? The ones I ordered were $26 on sale...

KathyTx- tax is correct according to my zipcode- but that still doesn't explain why the shipping amount wasn't taken off as Sandy had promised on the phone. I would not have given my card again to be charged for another order to add back on a duffle that was taken off my order- if I'd known it was going to cost more and that what she OFFERED (I did not ask for that discount of shipping) was not really going to be done.

I personally think that if they let you order something -it's not showing as out of stock- and you pay with credit card- that if they then realize something is sold out that you shouldn't be bound to the entire order. I think it should be placed on hold until they email you (in this case it was the next day) about the items unavailable.
I really should stop buying online... I had a problem last year with ordering matching Easter type dresses for my daughters -and after I'd ordered and paid with CC- they then emailed me that one was sold out. I think that is such bull- items shouldn't still show up as available all the way through the checkout/pay process if they are sold out! (also it's a bit annoying for items to show up and then once you click on them THEN you see they are out of stock- can't they get someone in there to fix some technology there to make it where the items no longer show if they are out of stock? Or atleast have it say "out of stock" in red under the item instead of having to click item after item and item -all to find out they are out of stock once you get to the next page on each item???? It's seriously annoying and time consuming...)

Anyway, I had to return the one dress I got- I was out the shipping but it was okay because I had ordered other items as well- so the shipping on the dress wasn't an issue. It was annoying that they couldn't have those matching dresses for Easter though.... had to go buy other dresses. I think they need to fix their website where stuff shows out of stock if it's sold out!!!

 

[BibbidyBobbidyBoo]

Update:
Disneyonline did not reply to my email (asking to speak with Sandy again by email or phone) -and so I sent it AGAIN (about a week later) and they replied that they had refunded the cost of the shipping as promised.
I waited until I saw the bill on the credit card before updating this thread- just to make sure it all went through correctly. It did. They charged what they said they would charge- and refunded what they said they would refund (the cost of the shipping). I also received the orders the other day... and all was fine except for some reason I received one item I had no ordered. Which was very weird.... (it was clothing-I had ordered luggage & toys but not clothing on this order) but it's okay, I'll just return it to the store as soon as I get a chance to go to that mall.

So anyway, they finally got everything corrected. No problems except I ended up with 2 black duffle bags instead of one red- not a huge problem.... and an item I hadn't ordered but that's easy to remedy. Just wanted to let everyone know that it WAS finally corrected.... in the end.

I still don't think I'll be very likely to order online again though- especially sale items. If I can figure out how to take my email addy off their email list- I will. I really don't want to hear about all the many sales they have if I'm going to order, pay with CC and THEN be told later that some items on my order are sold out. I think that's bull.....