Disney Store President Talks About Changes to Stores

[johnsonmatt3]

Walts goal wasnt to make money. It was to bring families and friends together and to share the magic. They have totally ruined his dream.

 

[lodgelady]

Yea, they go on and on about how they will fix the stores. You know what? Bring back the "original" Disney stores that actually made you feel like you were at WDW or Disneyland. Now, they are just like every other run of the mill kids store. No magic, just a ******** of stuffed animals. Please......

I couldn't agree more! We used to go to the Disney stores for a little boost of magic. Everything was clean and fresh, the associates were VERY Disney knowledgeable, and there was a variety of merchandise that everyone in our family could enjoy looking at. There was a special feel to it- like you walked into one of the stores in MK. Granted, my kids are no longer little, but we have found nothing we wanted to buy in our local DS for years- now it has closed. Such a shame!

 

[DisDreaminMom]

I just stopped working at my local Disney store. I was there over a year. I am a giant Disney fan and was one of the very few who had actually even been to WDW, let alone watched any of the movies or read any Disney history, etc.

I spent most of my time wishing I could clean my very un-White Gloves standards store and being frustrated by the general lack of any respect for the Disney brand. The ladies were all nice, but it was just a very disappointing experience. Then they came out with this 30 minutes of a child's day thing and things went from bad to worse.

So good luck to those of you who want advice for your trips or want to feel that WDW feeling because that is not the goal anymore. The focus is on children and entertaining them while the parents shop. Due to the mystery shop criteria, it is a bad thing for a CM to spend too much time talking to an adult lest a child walk by and not be chatted up on sight. So sad. It's just another example of the dumbing down of retail. I agree with those who say it should be the best 30 minutes of Anyone's day. If they'd rather sell a $2.50 reusable bag than help inspire someone to create a magical vacation or help a fan find what she really wants, then they totally lost the point of why people love Disney. Sour grapes? No, just sad to have the curtain pulled back on the Magic for me a little.

But there's always WDW, right?

 

[mitros]

I wish they would have said "The best 30 minutes of anyone's day." My kids are quickly growing and I still love Disney and want to shop there. Please, Disney, don't forget that Children aren't your only fans! When I go to the Disney Store now I have a hard time finding anything for a child over 5-6 years old.

Exactly! Walt wanted the whole family to enjoy what he created TOGETHER. Same was true of the Disney stores originally. We used to spend a ton of $$$ at the stores. They were like an extension of the theme park experience, and actually got us psyched up to go to WDW. The merchandise they have now is just more Walmart crap. Are the honchos at Disney that thick-headed that they do not realize their huge mistakes?
Damn it Disney! Read Disboards if you want to know what's wrong with the company. We are your biggest fans!

 

[TheDisneyGirl02]

I couldn't agree more! We used to go to the Disney stores for a little boost of magic. Everything was clean and fresh, the associates were VERY Disney knowledgeable, and there was a variety of merchandise that everyone in our family could enjoy looking at. There was a special feel to it- like you walked into one of the stores in MK. Granted, my kids are no longer little, but we have found nothing we wanted to buy in our local DS for years- now it has closed. Such a shame!

I'm sorry that you feel that Disney Store Cast Members aren't very knowledgeable about Disney - I completely disagree. At my store, we have DVC members who can help out guests with DVC questions, Cast Members who have visited multiple Disney locations throughout the world as well as sailed on the cruiseline. There are three of us (myself included) who have worked at the parks. We KNOW Disney. It is not very often that a guest will come in and ask a question about Disney that I won't know the answer to. When that happens, since I don't have access to the Internet, I tell them how they can find out the answer.

Recently the stores have started doing events for children and adults alike. As a matter of fact, I just worked one on Saturday. We had boys and girls (with the help of their parents) make Princess and the Frog visors. It was so much fun! Then after the visors were made, we went to the back of the store and played a game that the kids were bouncing around like frogs. I can't tell you how many parents were taking pictures. It was a wonderful "Disney" feeling that I was able to share with both the kids and the parents.

I personally keep very up-to-date on Disney news. I called my store the morning that 'Up' was nominated for an Oscar so the CMs working would be able to share the information with the guests. I am on the Dis many times a day and share information that I gather from here with the other CMs as well as the guests.

Can I say that all stores are like my store? No. We do our best to make Disney magic. I know that every time I work I think about Walt and what he would want me to do to help spread his dream. I understand that retail is retail and that our main goal is to sell merchandise so we can make money, however I believe it is possible to do both - keep and share the magic as well as making money.

 

[OldsDr]

Walts goal wasnt to make money. It was to bring families and friends together and to share the magic. They have totally ruined his dream.

I don't disagree with what your mean, your statement is incorrect. The goal of any buisness is to make money. Walt new how to do it properly by making(sometimes risky) investments in the whole family not just kids and taking proper care of his customers.

This brings in my second point. I know alot of poeple who stopped going to the disney stores when they were changed. i used to go in all the time to look at watches and cells and posters, I would buy something like that about every two months. But I was in the store, and while I was in the store looking at the low margin product I would usually buy a High margin product for as a birthday present or something for a family member (we are very close through our whole extended family) Evere since the day they told me they were no longer selling watches or the other things I never went back in the store and bought nothing.

This brings me back to the Walt quote. The Walt thought process would have kept the product in there that kept me happy and spending money. So he would have kept everyone having fun together and and the company making money.

The Cells and painting took up zero square footage because they were hung on the wall. The watch display took up about 4 square feet if I remember correctly, plus room to look at it. The adult clothing is what took up most of the sq footage of stuff that was removed, which had to be making them money.

I do not have any clue what the inventory turns were but based on previouse post I may have been the only one buying the watches and cells and posters while there if that is the case then they should have removed them. I do not think that was the case


I do not know any of the financials, maybe they were loosing money. But what happened is they tried to sell only high margin product which lowered foot traffic in the store, ultimatly loosing sales.

I wish they would bring back something close to the original model

 

[TheRustyScupper]

Like I said, Disney does listen to the guests. If enough guests say that they want a particular product back, hopefully they will do it. If they don't they risk losing a lost more than a store guest.

1) I do not believe this.
2) If it were so, there would not have been so many plushes and pajamas. *
3) Disney does what Disney wants to do.
4) I have personally seen to many instances of this.
5) Even when they had "real" surveys to support another direction.
6) We will have to wait and see what the New Disney Stores become.
7) I hope for the better.
8) I fear for more of the same or worse.

* If people remember the period before the sale to Palace, about all you saw in stores were these. Even though people complained like mad.

 

[melancholywings]

I think the problem with the store is the selection and quality is worse than ToysRUs or Target. Every time we go to the mall we go into the store with the intention of purchasing (being a Disney freak and all) and we rarely buy anything. We end up walking out with our money still in our pocket - saying how much we missed the parks and the variety of merchandise. You'd think they'd want our money
They need to carry more home items or more specialty items that you can't aquire at the prolific Target/Wallmart. And they need to have better prices on the same items that are being offered at the big box stores.

 

[PatMcDuck]

The summer plates, pitchers, and cups are coming out next week I think, you may like those.

I can't wait to see the new stores, esp. the one in Times Square, NYC.

 

[Kim&Chris]

Please give the "new" stores a chance...... they will be truly special. YES, they are largely aimed at kids. But remember, that is really what it is all about. And I personally LOVE Disney, 100%. Starting with the adult clothing issue, for the most part, that adult stuff no longer SELLS. I worked in the stores when it DID sell, it was in fashion then. This was in the early '90s.... things changed over the next 5 years though. We would ONLY sell the adult stuff when it was heavily discounted. It may appear that there is a large market for adult Disney attire, based on what you read here in this thread, but that is not really accurate overall. (I wish I was wrong, because I wear Disney stuff myself.... like many people here). Now, I will certainly admit that there were other reasons it did not sell well, like poor design,high prices etc. Even now, the adult shirts are NOT good......so frustrating to me personally!

As for the art cels, WDCC, lennox, etc, the internet is actually partially to blame for losing the Gallery items. Dealers selling items online have way less overhead, and TDS could not effectively compete on price. Guests would LOOK at the items at TDS, and order them online for less. Logical behavior. And less people were collecting after awhile, it just became less popular overall-- of course true Disney fans still WERE looking for these items, but not enough guests were buying..... at the stores. I worked in a large Gallery store, I know, i was there. We were SO sad when we lost our Gallery. Could something have been done to reverse this trend? Maybe.....we had some ideas in the trenches (I mean stores), but alas, too late now.

So, the new stores, like the current stores, are largely geared towards the kids. My kids are grown now, but I still enjoy the our little guests, they are oh so cute...... Come visit and enjoy.....

Just wanted to touch on the issue of adult clothes. I do agree that, for a while, the stores did have adult clothing that didn't sell. But I strongly feel as though there was a big reason for it not selling...the selection wasn't all that nice. I'm looking for adult clothing that doesn't make me look like an adult trying to look like a 10 year old girl. Or a T-shirt that isn't so tissue-paper thin that you could see if I have a freckle on my tummy . I don't want a shirt with a massive picture of Cinderella's face, or Marie the cat.

I remember that you could buy a nice sweater or button-up shirt/henley that would be OK to wear to work as a nice, casual shirt. But the latest adult clothing was anything but that. I think that's why it simply didn't sell. Whoever was doing the buying for adult clothing didn't know what the demand was, and to the best of my knowledge, Disney made no attempt to learn. But, in all fairness, that is a sad fact that applies to many retailers these days. They just don't know their own customer anymore. JMHO.

 

[disneylove69]

Just wanted to touch on the issue of adult clothes. I do agree that, for a while, the stores did have adult clothing that didn't sell. But I strongly feel as though there was a big reason for it not selling...the selection wasn't all that nice. I'm looking for adult clothing that doesn't make me look like an adult trying to look like a 10 year old girl. Or a T-shirt that isn't so tissue-paper thin that you could see if I have a freckle on my tummy . I don't want a shirt with a massive picture of Cinderella's face, or Marie the cat.

I remember that you could buy a nice sweater or button-up shirt/henley that would be OK to wear to work as a nice, casual shirt. But the latest adult clothing was anything but that. I think that's why it simply didn't sell. Whoever was doing the buying for adult clothing didn't know what the demand was, and to the best of my knowledge, Disney made no attempt to learn. But, in all fairness, that is a sad fact that applies to many retailers these days. They just don't know their own customer anymore. JMHO.

I have two Disney stores by me. One of them is the new prototype. I can't stand either one. One of the stores there is never anyone on stage and when there is they don't say high or ask if you need help. The store always looks empty. The newer one same issue but cast members are down right mean. I bought a t-shirt in Texas and when I got home realized I already owned it. I only paid $5 for it. I went to return it and the cast member called the manager and practically accused me of refund fraud because she didn't carry the shirt. After they realized where I purchased it and that I wasn't going to take that kind of treatment they gave me the refund. I also noticed the t-shirts the other day where so thin it was like the kind you buy 3 for $20 at a cheap tourist gift shop. I wore the blue sweater once and loved my job and guests of all ages were appreciated.

 

[MainStMandy]

I have two Disney stores by me. One of them is the new prototype. I can't stand either one. One of the stores there is never anyone on stage and when there is they don't say high or ask if you need help. The store always looks empty. The newer one same issue but cast members are down right mean. I bought a t-shirt in Texas and when I got home realized I already owned it. I only paid $5 for it. I went to return it and the cast member called the manager and practically accused me of refund fraud because she didn't carry the shirt. After they realized where I purchased it and that I wasn't going to take that kind of treatment they gave me the refund. I also noticed the t-shirts the other day where so thin it was like the kind you buy 3 for $20 at a cheap tourist gift shop. I wore the blue sweater once and loved my job and guests of all ages were appreciated.

I've said it before and I will say it again...Disney is totally missing the boat with their concept. I agree with what you have said above, and I don't think it's just the Disney Stores, but WDW as well. Training is one of Disney's biggest assets...but unfortunately you don't alway see it being upheld. I want to see accountability for their CM's. When I was a DS Cm as well as a WDW Cm, I was held accountable for my actions. It was repeated over and over, on stage vs. off stage...keep your personal life off stage!! On Stage you should be presenting the magic, interacting with the guests and keeping the SHOW alive!!!

Also, I could care less about TDS having "new" technology!!! The original purpose was to bring a bit of the theme parks to a store near you...I'm still waiting for that to come back!

 

[whitney37354]

Well, I was frustrated the last time I went to the Disney Store at checkout. As I was starting to write my check, the clerk said, 'Just so you know, we no longer accept checks.' I was at the counter, with not enough cash to cover the transaction, so I had to use a credit card. If I hadn't had DD with me and already promised her the dolls as her kindergarten shot treat for being a good patient, I would have left the merchandise on the counter and walked out.

Not everyone uses a credit card for everything. I guess they are preparing for the "Apple" way of doing things: just have the clerk swipe your credit card on a hand-held and get your reciept via e-mail. I wonder what happens at the Apple store if you actually want to pay by cash or check?

Now I have gotten DD used to going to the "Mickey store" on the three or four occasions a year that we go to the mall. If she wasn't addicted, I would stop going all together.

 

[doconeill]

Well, I was frustrated the last time I went to the Disney Store at checkout. As I was starting to write my check, the clerk said, 'Just so you know, we no longer accept checks.' I was at the counter, with not enough cash to cover the transaction, so I had to use a credit card. If I hadn't had DD with me and already promised her the dolls as her kindergarten shot treat for being a good patient, I would have left the merchandise on the counter and walked out.

Not everyone uses a credit card for everything. I guess they are preparing for the "Apple" way of doing things: just have the clerk swipe your credit card on a hand-held and get your reciept via e-mail. I wonder what happens at the Apple store if you actually want to pay by cash or check?

Now I have gotten DD used to going to the "Mickey store" on the three or four occasions a year that we go to the mall. If she wasn't addicted, I would stop going all together.

I think this is a general trend. Handling checks is complex in comparison, although as far as I know there are no charges in check processing. Debit cards have mostly eliminated the need for check handling as well for those who do not use credit cards.

 

[TheDisneyGirl02]

Well, I was frustrated the last time I went to the Disney Store at checkout. As I was starting to write my check, the clerk said, 'Just so you know, we no longer accept checks.' I was at the counter, with not enough cash to cover the transaction, so I had to use a credit card. If I hadn't had DD with me and already promised her the dolls as her kindergarten shot treat for being a good patient, I would have left the merchandise on the counter and walked out.

Not everyone uses a credit card for everything. I guess they are preparing for the "Apple" way of doing things: just have the clerk swipe your credit card on a hand-held and get your reciept via e-mail. I wonder what happens at the Apple store if you actually want to pay by cash or check?

Now I have gotten DD used to going to the "Mickey store" on the three or four occasions a year that we go to the mall. If she wasn't addicted, I would stop going all together.

From what I understand, it's more of the "Disney" way to do it. I believe I read somewhere that the parks don't take checks and Disney just wanted the Stores to get in line with other Company procedures. I would say that for every check I could take during one shift, I would have at least 20 cash and credit transactions.

It is posted at the cash register that the stores no longer take checks. I do feel badly when somebody pulls out a check book to write a check, but there is nothing I can do about it.

The views and opinions expressed on this post are mine and don't necessarily represent or reflect those of the Walt Disney Company.

 

[mitros]

I think this is a general trend. Handling checks is complex in comparison, although as far as I know there are no charges in check processing. Debit cards have mostly eliminated the need for check handling as well for those who do not use credit cards.

We rarely if ever use a check to pay for anything any more unless it is a bill that we pay by mail. The ATM card is a big time saver. In fact, it is extremely agravating when your standing on line,{especially in a super market} and the person in front of you is fiddeling with a check book, digging out 2 forms of ID, and then waiting for the cashier to confirm the check is good. The ATM card really speeds up the process of getting out of a place of business, being a Disney store or any kind of store for that matter.
Of course this is just my opinion.

 

[WDWKOOK]

We rarely if ever use a check to pay for anything any more unless it is a bill that we pay by mail. The ATM card is a big time saver. In fact, it is extremely agravating when your standing on line,{especially in a super market} and the person in front of you is fiddeling with a check book, digging out 2 forms of ID, and then waiting for the cashier to confirm the check is good. The ATM card really speeds up the process of getting out of a place of business, being a Disney store or any kind of store for that matter.
Of course this is just my opinion.

Sorry, that's not just your opinion, it's mine, too

I'm surprised checks are even accepted anymore. Except for my DD11's school-related purchases, I never write any checks anymore. Everything is either automatically withdrawn every month from our checking account or we use the Discover Card everywhere else - love that big (free) "cashback" check once a year

 

[PatMcDuck]

Just wanted to touch on the issue of adult clothes. I do agree that, for a while, the stores did have adult clothing that didn't sell. But I strongly feel as though there was a big reason for it not selling...the selection wasn't all that nice. I'm looking for adult clothing that doesn't make me look like an adult trying to look like a 10 year old girl. Or a T-shirt that isn't so tissue-paper thin that you could see if I have a freckle on my tummy . I don't want a shirt with a massive picture of Cinderella's face, or Marie the cat.

I remember that you could buy a nice sweater or button-up shirt/henley that would be OK to wear to work as a nice, casual shirt. But the latest adult clothing was anything but that. I think that's why it simply didn't sell. Whoever was doing the buying for adult clothing didn't know what the demand was, and to the best of my knowledge, Disney made no attempt to learn. But, in all fairness, that is a sad fact that applies to many retailers these days. They just don't know their own customer anymore. JMHO.

OH YES, I agree 100% The adult shirts are largely AWFUL. HUGE head prints of the same characters. I even say, why no Pixar characters on adult shirts?? And the colors are almost always the same too, Tink on green, Eeyore on purple, etc. (Ditto for the coffee mugs). I wear t shirts, so I notice them and it makes me so nuts.

 

[PatMcDuck]

I have two Disney stores by me. One of them is the new prototype. I can't stand either one. One of the stores there is never anyone on stage and when there is they don't say high or ask if you need help. The store always looks empty. The newer one same issue but cast members are down right mean.

Just to say that NONE of the new concept/prototype Imagination Park stores have opened yet. You must have seen an earlier concept, possibly a Children's Place design or a Temporary Pop In store.

No cast members should be mean, obviously. As for greeting every guest, it is hard nowadays, with hours so limited. Many times there are only 2 onstage and both are on the registers.....

 

[doconeill]

Interestingly, I saw two different store designs in the past week, neither of which I had seen before. I don't know exactly what the latest concept is so I don't know if one of them was it. I know the one I saw in Salem NH is NOT the new design (the CM confirmed that), but was one they had tried. It was brighter than the typical store.

But the one in Burlington, MA was VERY bright and fairly open. It was wider than the typical store, with white walls and fixtures, and then even to the back it opens out into a second area where the registers are. I got the sense that it might have been a stockroom area before, but then the question is where did the stockroom go...they DID have adult T-shirts at least, although I think the designs at WoD were better than what they offered in the store.

The designs may have been related, but they weren't the same.