Disney Store return policy. Wow!

[Juliet25]

I'm flabbergasted. I went to return my son's Halloween costume due to a defective mask (just discovered). I was past 30 days, so I understand that I would receive my refund in the form of merchandise credit. What I didn't realize is that--despite having my receipt--I would only receive the current selling price. I paid $50+ and only received $41.96 back.

Yeah, yeah. I know it's on the receipt. I just can't believe a company finds that an acceptable practice.

 

[Pooh2]

This happened to me and I was just a few days past the 30 days.
I had ordered online and the delivery was severely delayed and took nearly a month but that was not taken into consideration..

 

[wendow]

I've had several bad experiences with Disney Store returns over the last couple of years. Bad business practices imo. I rarely order from them anymore.

 

[supersnoop]

Why didn’t you exchange it? They should have simply provided you with another costume.

 

[Shelly F - Ohio]

If you bought it with your CC try to dispute it with the CC company.

 

[hsmamato2]

I don't like the online disney store policy - I've had an item or two that I needed to return,and some items they say it's online only no store returns...it's kind of hard to know which is which! Yeah they kind of have a crappy return policy for such an $$$ store IMHO.

 

[Marionnette]

If you bought it with your CC try to dispute it with the CC company.

I don't think that's a valid dispute. The terms for returning an item are clearly outlined on the receipt. A merchant does not have to accept returns at all. They can refuse returns without a receipt. They can limit returns to a defined period of time. They can legitimately charge a restocking fee. As long as the consumer is informed about the conditions for returning an item at the time of the sale, there's no recourse.

However, I do feel that defective merchandise should be replaced at no charge. The OP should have been able to get a replacement in same costume & size that she purchased for no additional money.

 

[gottalovepluto]

You're lucky they gave you anything after 30 days, not all companies would do that.

 

[DreamIsaWish]

This happened to me and I was just a few days past the 30 days.
I had ordered online and the delivery was severely delayed and took nearly a month but that was not taken into consideration..

I've had similar situations. If it takes them forever to ship (which it always does) it shouldn't eat into my return time.

And although they do state 30 days on the receipt and I know them's the rules, I think that's awfully short. I'm used to Target and Walmart and JCPenney and so many other stores that give you at least 60 days. The Disney Store isn't very close to me any longer (after they closed tons of locations) so I'm not very likely to get back there again within 30 days. I suppose that's their whole plan. Discourage returns. But it will cause me to not buy some items because I don't want to take a chance.

 

[Allison]

If you bought it with your CC try to dispute it with the CC company.

Not liking the stated policy isn't a valid dispute.

 

[willowsnn3]

I'm flabbergasted. I went to return my son's Halloween costume due to a defective mask (just discovered). I was past 30 days, so I understand that I would receive my refund in the form of merchandise credit. What I didn't realize is that--despite having my receipt--I would only receive the current selling price. I paid $50+ and only received $41.96 back.

Yeah, yeah. I know it's on the receipt. I just can't believe a company finds that an acceptable practice.

Ummm, isn't that the policy at most stores? It is at most every store I know of. And a lot of stores are not even that lenient.

 

[Juliet25]

Why didn’t you exchange it? They should have simply provided you with another costume.

That's what I originally planned on. It was a Stormtrooper costume in size 5/6. They were sold out -- instore and online.

 

[Juliet25]

If you bought it with your CC try to dispute it with the CC company.

I did purchase with a cc. My Disney card. I acknowledge, however, that the policy is clearly stated. I'm just so surprised that a company that prides itself on customer service has such strigent guidelines, particularly when the merchandise was defective.

 

[Juliet25]

I've had similar situations. If it takes them forever to ship (which it always does) it shouldn't eat into my return time.

And although they do state 30 days on the receipt and I know them's the rules, I think that's awfully short. I'm used to Target and Walmart and JCPenney and so many other stores that give you at least 60 days. The Disney Store isn't very close to me any longer (after they closed tons of locations) so I'm not very likely to get back there again within 30 days. I suppose that's their whole plan. Discourage returns. But it will cause me to not buy some items because I don't want to take a chance.

Ulta has a 45 day return policy. I took something back around day 50 (I was thinking I had 60 days) and all they did was tell me to be mindful of the return time next time and pushed it through. Guess which store continues to get my money.

 

[DreamIsaWish]

I did purchase with a cc. My Disney card. I acknowledge, however, that the policy is clearly stated. I'm just so surprised that a company that prides itself on customer service has such strigent guidelines, particularly when the merchandise was defective.

Yep, even though there are posted rules, they do have it in their power to go beyond -- and their defective merchandise would be the right place to go beyond. I hope you're able to find a Stormtrooper costume somewhere else (and maybe even cheaper as a bonus).

 

[kandb]

That's what I originally planned on. It was a Stormtrooper costume in size 5/6. They were sold out -- instore and online.

Since it was a defective item and they didn't have another exact costume to replace it with, they definitely should of given you the full amount. That is definitely bad customer service. Some people will not ever say anything negative about Disney EVEN when they are wrong. In this case. They are wrong.

 

[maxiesmom]

Since it was a defective item and they didn't have another exact costume to replace it with, they definitely should of given you the full amount. That is definitely bad customer service. Some people will not ever say anything negative about Disney EVEN when they are wrong. In this case. They are wrong.

By their stated policy, they are not wrong. Is it a crappy policy to not do the full return? I think so. It goes to show you should know what the return policies are wherever you shop and don't expect them to make exceptions. I don't know why anyone would be "flabbergasted" that a company follows the stated policy.

 

[kandb]

By their stated policy, they are not wrong. Is it a crappy policy to not do the full return? I think so. It goes to show you should know what the return policies are wherever you shop and don't expect them to make exceptions. I don't know why anyone would be "flabbergasted" that a company follows the stated policy.

I disagree. It is their policy if it was just a regular return. However, the product was defective. Sometimes you buy something, think it's ok and then when you go to use it, there is something wrong with it, which sounds like what happened in this case. Also the OP tried to just do an exchange and they could not replace it with the same item.

 

[supersnoop]

I disagree. It is their policy if it was just a regular return. However, the product was defective. Sometimes you buy something, think it's ok and then when you go to use it, there is something wrong with it, which sounds like what happened in this case. Also the OP tried to just do an exchange and they could not replace it with the same item.

We don’t know how the mask was defective. After 30 days, you have to wonder; was it defective or did the buyer break it. That’s why they have the policy.

 

[bluehen]

I would try a credit card dispute. Your credit card company has a contract with the merchant also. That contract may be in your favor especially with defective merchandise.