I agree with the high shipping. So when there was a glitch this past week on their website with stacking of codes and getting 50-60% off stuff I took advantage of it from this post on the budget boards
http://www.disboards.com/showthread.php?t=1276372
Also since they have outsourced their call center you have long hold times. I used to be able to call and get right through or had very little wait even at Christmas time.
I have never gotten a response to any of the emails I have sent online.
They never send the giftcard with DVD purchase like the $10 one with Cars on time.
They don't send out the Disney Catalog where you could see all the new stuff by flipping through the pages in 10 minutes vs. searching their website clicking through all the pages and it taking over an hour now.
I also don't like their new design of the website.
I don't know any other website that changes their prices up and down as much as they do.
Also since they have updated the website if you go and look up old orders it doesn't work.
The search engine isn't up to par and you can't search by item #.
Maybe if enough of us tell them what we expect and liked in the past via calls, emails, letters it might make a difference.