Disney Store Broken Item -HELP

[Royal Consort]

I posted something in the collectors area but I think it was the wrong section so mods please close it if incorrect.

I have been saving to buy the Olszewski Cinderella Castle model from Disney Store. I finally bought it and then when unpacking it, I found it had a big chip on one of the towers! My heart sank.

I called Disney and was told that they would arrange UPS to pick it up and return it to them. I forgot to ask them to put another on hold for me so I called them back. The next CM told me that they can't actually get UPS to pick up parcels internationally and that I'd need to send pictures of the damaged item to a specific email address.

I emailed the address they specified and received a delivery notification error because the address didn't exist. I called back and got a DIFFERENT email address which also got the same error. FINALLY I called back a third time (my phone bill will be through the roof calling the US) and got an email that worked; I made sure the CM stayed on the phone with me while I tried. By this stage I was feeling a little tender and sore.

When items are damaged (especially international items), can anyone tell me the process? I'm very concerned because it cost me $150 to send out via international shipping and I can't afford/don't think I should be asked to pay that to return the chipped item which was no fault of my own. I shouldn't be so worried about it but I do feel a bit upset and anxious that I'll have to pay even more to get the item I ordered in mint condition. I emailed them yesterday and haven't received a response yet so I hope it won't take long. The email I used was intlpics.cpkcddm@disney.com

Any information would be really helpful.
Thank you!

 

[zoie101]

I have no answer but I hope they get things straight for you. ;(

 

[toyfountain]

If it helps to reassure you. I had a similar experience buying my most expensive item. Sent them the pics with a list of all the damages. A few days with no response, then I received an automated email that my order was on it's way. I hadn't ordered anything. I checked the order number and it was the same as the defective item. No email sent about what to do with the defective item. I called them up and asked what it was and it is a replacement. I asked them what to do with the other one since I have to pick up my order in the US near the border. I was told I can give the defective toy to a local charity organization. I'll be picking it up next week when it arrives.

 

[starry_solo]

I am pretty sure the DS won't require you to send it back to them, but if they do, ask them to provide you with a UPS slip. While they cannot arrange to "pick it up", they should be able to email you with a return UPS slip so that it is billed to them (assuming they want it back).

 

[DizneyDogs]

You shouldn't have to pay to send a damaged item back and Disney should reimburse you or give you store credit.