Disney Store Shipping Issue

[Trishtack]

I ordered the Ultimate Dream Castle from Disneystore.com on Black Friday. I sat up until 3 am Eastern to order it so it would be done before I left for a conference half way across the US. So....while I am at the conference my 6 yr old calls. "Mom, I have the most exciting news. The Ultimate Princess Castle came today, mom. The mailman just sat it on the porch and here it is in our living room. I don't know if he meant it for another kid or what but he left so fast I couldn't ask......" Evidently Disney is shipping the castle in the original box with pictures on the side. Needless to say this gift now cannot be from Santa. I called the customer service line and the rep said she saw another complaint online of the same thing. She said she would issue me a gift card for my inconvenience (it's more than that in my mind but ok). So I did not receive an email so I called back and another rep said it takes a couple of days to get the email with the gift card info. I still don't have an email. She also said the amount was $15. I am quite upset over this. The castle was $150 on sale and now we have to find another gift to be from santa and this comes from mom and dad. $15 doesn't seem quite fair. I can't return it bc she saw it and desperately wanted it. To me Disney is the ultimate representation of Magic and this doesn't seem very magical during the most celebrated season. Any thoughts?

 

[MademoiselleBelle]

That really stinks, and I'm sorry for your daughter's ruined surprise.

I really agree with you that the $15 doesn't seem like great compensation for what happened. I ordered a couple presents and bought myself an Animators' Collection Belle doll for display purposes a couple weeks ago. I got the doll a few days before the other items, and she came in a shipping box that could have nearly fit two dolls, and there was no packing material at ALL to ensure she wouldn't be tossed around during transport. When I received her, the bottom of her box was ripped and dented in. I don't have a Disney Store within 100 miles of me right now, so simply exchanging her is not an option. I called Disney and explained my situation, and asked if there was any way they would pay for me to ship her back, and ship me a new doll. The woman on the phone was very nice, but said they couldn't do that--all I received was a $5 gift card, and was told, "Maybe that will at least pay for part of the shipping." That's all well and good, but it doesn't pay for all of it by any means, and even if it did, it's not cash.

When I received the rest of my order, the ornament I bought as a gift for someone was noticeably dirty. Whatever is on the ornament ball will not simply rub off, and the ball is white (it's a "Just Married" ornament), so it's very noticeable. When I called about that just to make sure I could get cash back for it rather than just store credit (I'm at school right now, but when I travel home after finals, there will be a Disney Outlet within 25 mins of me), I was told I could get a refund, and was apologized to, but that was it. Maybe I sound greedy, but I was honestly hoping to get another small compensation for this. It just really frustrates me that any of the items I ordered were damaged, but two in the same order is just ridiculous. Besides, now that's one more person I still have to find a Christmas present for.

Anyway, sorry for the long post. I do understand your frustration on some level, though.

 

[#1hoosierfan]

This must be a fairly common practice. I ordered a train table for my boys for their Santa gift. I came home the other and it was sitting on my front porch.... not wrapped at all. I diverted the boys attention away from the house as I drove by it, and quickly called my home. Luckily she lives less than 5 minutes away and was able to come get it.

 

[Good Morning Dewdrop]

Wow that is so frustrating - ugh! I'm sorry!!!

For the record the way I avoid situations like this is I have things shipped to my mom who lives about 20 minutes away. Not helpful info for you now (and I'm sure it in no way helps) but perhaps the idea will help in the future (if you have someone you trust that lives relatively close by).

Also I don't think Disney handled it well but I'm not sure any amount of $$ would really compensate you for the stress/ inconvenience this situation has caused.

 

[GOOFY26]

I also have a problem with Disney.com I ordered the Merry Christmas Goofy vinylmation (I collect all things Goofy) and 2 order vinylmations just to add to the order well I received and email that my ordered was shipped minus Goofy. When I ordered it - it was available but now it isn't. Customer service was no help they just said not available I would never had ordered the other two if Goofy wasn't available. There is no MAGIC here.

 

[daisyduck123]

For the record the way I avoid situations like this is I have things shipped to my mom who lives about 20 minutes away.

We have everything shipped to DH's office.

I honestly don't think it's a company's responsibility to make sure that their boxes do not have their logo on them...unless, upon purchasing, their website states that "product will be delivered in an unmarked box". Does Disney's site state that?

 

[Friendofpluto]

In terms of customer service, the online Disney store lacks. I have had at least 2 issues. One I received a standard reply email and the others $5.00 credit when the item was missing from delivery and then later sold out.

 

[Kellydelly]

We have everything shipped to DH's office.

I honestly don't think it's a company's responsibility to make sure that their boxes do not have their logo on them...unless, upon purchasing, their website states that "product will be delivered in an unmarked box". Does Disney's site state that?

It wasn't a Disney store box, it was the actual packaging for the toy. I also don't think it was something to complain about, though. You are lucky that they are giving you $15 for your "trauma." Items are often drop shipped and not in boxes that hide what is inside.

 

[daisyduck123]

It wasn't a Disney store box, it was the actual packaging for the toy.

That sounds just plain weird to me. I don't think I've ever ordered anything that didn't come shipped in some sort of brown "packing" box. What the heck?

 

[ellone]

That sounds just plain weird to me. I don't think I've ever ordered anything that didn't come shipped in some sort of brown "packing" box. What the heck?

I've had some - I bought DD a play kitchen from Step 2 and it came without a packing box (they did have a warning on the website though). It makes sense since it was so big anyway.

 

[MickeyManiac]

That sounds just plain weird to me. I don't think I've ever ordered anything that didn't come shipped in some sort of brown "packing" box. What the heck?

It seems a lot of large items are not reboxed. I just had a printer delivered in it's original packaging.

 

[Kellydelly]

That sounds just plain weird to me. I don't think I've ever ordered anything that didn't come shipped in some sort of brown "packing" box. What the heck?

It happens often with large items, especially during the holidays.

 

[jiminy14]

I received a $10 gc from the Disneystore.com for a previous problem with an online order. When I tried to apply the gc to a subsequent order the code came up as "invalid". I have attempted to call the DS online but "all the customer service representatives are currently assisting other guests. Please call back at a later time."
I hope you have an easier time redeeming your gc.

 

[Pumpkinmuffin]

I too agree that it's not the company's fault! MANY items are shipped directly from the manufacturer in the original box. Too bad the person who was at home with your daughter couldn't have gotten to the mail before your daughter did Maybe you could say it was delivered to the wrong address and you had to take it back to the post office to be delivered to the correct one. Then you should still be able to wrap it from Santa?