Disneystore.com experiences

[mcd2745]

I have to assume plenty of people here on the boards have ordered stuff from disneystore.com recently. I'm wondering if this operation is truly the total cluster**** it appears to be based on my recent experience (and many reviews of the site I found online).

I placed an order on December 1 - all holiday items. First, it was rather curious that I never received an email confirmation of the order. Then, after many days went by without receiving a shipping notification/tracking number, I started calling them (numerous time over several days as I'm quite familiar with the game of CM roulette) to get a status and alert them that something likely was wrong. All the CMs I spoke to were generally rude and dismissive, and quoting the same lines as if they were robots. They kept saying nothing was wrong, the order is still in progress and that standard delivery time is 7-9 business days and it was still within that time frame. That's all they kept going back to...the 7-9 business days. Like broken records. However, if it is now the 8th business day and you haven't shipped the items out the door yet...how will it possibly arrive at my door within the 9th business day?

After another call, speaking to supervisors, etc they claim they will be contacting the shipping area to put the order on priority and that I should receive a tracking number within 24 hours. Then, 48 hours later with still no tracking number, another call was placed and I just wanted to cancel the order completely. They basically refused to do so saying the order is going out. I do finally get an email that the order was being shipped with a tracking number and all on Dec 15 - a full 2 weeks after the order was placed. Everywhere else I order from, the items are usually shipped within 24 hours and if not, always within 48 hours at the most. I then got a separate email saying one of the items was no longer available. I just knew this was going to happen, but it wasn't one of the main items in my order, so it was okay. I was actually relieved it was only the one item, as i was expecting that to be the case for most of the stuff.

So now today, the package actually arrives. And the item that wasn't supposed to be in there is actually in the box! However, two other items - of course, the two main items we wanted that caused us to start the order in the first place - that were supposed to be in the shipment were not. Yet another call is made and they of course don't show the items in inventory, so they'll have to refund my card. I'm now going to return all the other items just based on principle.

To say they whole ordeal was aggravating/frustrating/disappointing would be an incredible understatement. I'm wondering if anyone has had similar experiences. Are they really this incompetent and that much of a disaster?

 

[Micca]

I've ordered many times, no problems. I'm sorry you're having so many problems.

 

[here757]

I'm shocked to be honest. I've ordered several times.
One time I bought a book bag. About 11 months later the stitching ripped. ( I bought and stored til new school year, used less then 2 months) I got a credit of $10. I can tell you I spent less then $14. I was happy.
One time i ordered 2 pairs earrings, one blue one pink. I changed the order. Ended up with my original order. Probably my fault, but I ended up with 4 pairs, only paying for 2.
Last issue was a Chip cup I ordered. It had chunks of paint missing. They re shipped at no cost. Told me to keep the first one.

 

[Meriweather]

That is a bad experience and I don't think "normal". I order from them at least 8- 9 times a year and have never had a problem.
Usually ships in a couple days, takes a week or so to arrive.
If something is broken, they have been great about resending....sometimes they are out of stock and then there is a refund, that happens quite a bit this time of year.
Sorry you had such a bad experience. That would turn me off to any online store.

 

[Marchand63]

I've ordered multiple times never any problems at all.

 

[Aimeedyan]

I had a bad experience with them, too, this season.

Bought a gift on one of their daily deals + added a filler Moana item to my cart to get free shipping. Two weeks later, I finally received a notification that the filler item is shipping. No word on the actual gift. The next day, receive a cancellation on the actual gift, stating it's out of stock and sorry.

I receive a HUGE box from Disney Store and get excited thinking the gift is actually in it - nope, buried at the bottom under the plastic air bubbles is a thin package of Moana tattoos. The box was so big and ridiculous I instagrammed about it LOL

Online, my gift was still showing in store availability (and online availability!) so I drudged to the mall last week, returned the dadgum tattoos that I didn't want/need, and bought the gift right off the shelf. The store still had the "daily deal" price on the gift, thankfully.

(that huge box of packing materials came in handy - I reused it to mail my gifts!)

 

[Pooh2]

Last year, I ordered a Vera Bradley item that was never shipped. I sent an email and received it within a few days. A month later, the missing item showed up on my doorstep and Disney told me to keep it.

This year, at 9 days post ordering, I had not received any emails or tracking number for my order. I sent an email and got the order within a few days. Other than that, I've had many orders without issue.

 

[BrianL]

A recent order of mine was very late. The pending charge on my credit card even dropped off my account. I chatted with them and they said it would go through and the item would still arrive 10 days from placement. It didn't. It's not a big deal, but it did take a long time. It did finally arrive at it's destination. I will say though that the representatives couldn't have been nicer and more helpful (I also had an issue placing this order with the app, so I called. They straightened it out easily). I think they are just overwhelmed with holiday orders. Who doesn't want a little Disney for Christmas?

 

[Darcy03231]

I've always received my orders, but their shipping time is slow. I ordered a bunch of stuff on Thanksgiving from a variety of companies. Everything arrived with 2-5 days except for the Disney Store. That one took 2 weeks.

 

[LilyWDW]

I have noticed that their shipping does seem to be on the slower end of the spectrum when it comes to online companies I order from. I just take that into account now.

 

[mcd2745]

I had a bad experience with them, too, this season.

Bought a gift on one of their daily deals + added a filler Moana item to my cart to get free shipping. Two weeks later, I finally received a notification that the filler item is shipping. No word on the actual gift. The next day, receive a cancellation on the actual gift, stating it's out of stock and sorry.

I receive a HUGE box from Disney Store and get excited thinking the gift is actually in it - nope, buried at the bottom under the plastic air bubbles is a thin package of Moana tattoos. The box was so big and ridiculous I instagrammed about it LOL

Online, my gift was still showing in store availability (and online availability!) so I drudged to the mall last week, returned the dadgum tattoos that I didn't want/need, and bought the gift right off the shelf. The store still had the "daily deal" price on the gift, thankfully.

(that huge box of packing materials came in handy - I reused it to mail my gifts!)

They did the same to us. For what was actually in there, they could have used a box about 1/20th the size of the one they shipped.

The busy holiday season is no excuse for the issues they are having. It's not like they don't know it's coming.

 

[Pawpsicle]

I ordered a few T-shirts a couple months ago. When the order arrived, one was missing. I called and they claimed they no longer had a M, so I ordered a L because I really wanted the shirt. 2 days later, another Disney Store box arrived. Not only did it contain a M shirt, but duplicates of all my other shirts as well. The L shirt arrived a few days after that. Their organization is HORRIBLE. But in my case I got lucky and got double shirts!

 

[lorimay]

I moved into a new development about 6 months ago, so there were only about 10 homes occupied(the rest was still under construction) I tried to place an order from The Disney Store and when I put my address in, it changed it from Terrace to Avenue. I didn't notice till after I received the confirmation email. I called the number and they said they would change the address before shipment. The lady told me she would change the address in my address book. I went to order something last week and the wrong address is still there and it won't allow me to change it, it just keeps changing the Terrace and Avenue. I moved on and didn't order anything. Frustrating......

 

[mmouse37]

I have to assume plenty of people here on the boards have ordered stuff from disneystore.com recently. I'm wondering if this operation is truly the total cluster**** it appears to be based on my recent experience (and many reviews of the site I found online).

I placed an order on December 1 - all holiday items. First, it was rather curious that I never received an email confirmation of the order. Then, after many days went by without receiving a shipping notification/tracking number, I started calling them (numerous time over several days as I'm quite familiar with the game of CM roulette) to get a status and alert them that something likely was wrong. All the CMs I spoke to were generally rude and dismissive, and quoting the same lines as if they were robots. They kept saying nothing was wrong, the order is still in progress and that standard delivery time is 7-9 business days and it was still within that time frame. That's all they kept going back to...the 7-9 business days. Like broken records. However, if it is now the 8th business day and you haven't shipped the items out the door yet...how will it possibly arrive at my door within the 9th business day?

After another call, speaking to supervisors, etc they claim they will be contacting the shipping area to put the order on priority and that I should receive a tracking number within 24 hours. Then, 48 hours later with still no tracking number, another call was placed and I just wanted to cancel the order completely. They basically refused to do so saying the order is going out. I do finally get an email that the order was being shipped with a tracking number and all on Dec 15 - a full 2 weeks after the order was placed. Everywhere else I order from, the items are usually shipped within 24 hours and if not, always within 48 hours at the most. I then got a separate email saying one of the items was no longer available. I just knew this was going to happen, but it wasn't one of the main items in my order, so it was okay. I was actually relieved it was only the one item, as i was expecting that to be the case for most of the stuff.

So now today, the package actually arrives. And the item that wasn't supposed to be in there is actually in the box! However, two other items - of course, the two main items we wanted that caused us to start the order in the first place - that were supposed to be in the shipment were not. Yet another call is made and they of course don't show the items in inventory, so they'll have to refund my card. I'm now going to return all the other items just based on principle.

To say they whole ordeal was aggravating/frustrating/disappointing would be an incredible understatement. I'm wondering if anyone has had similar experiences. Are they really this incompetent and that much of a disaster?

We had a VERY similar experience. Ordered 9 items, all for Christmas. I did get a confirmation email with the 7-9 business days but a few days later got an email that 2 of the items would not be available. The box finally comes and guess what....the items that were not supposed to be there were and 2 other items were not there. There was also one other item missing. I called and to their credit had a very nice CM who was trying to figure it all out. She said the items that were missing were the ones I got the email about. I said no, I have the email right here and the items that I received are the ones the email said was not available. Also, in the meantime I checked online while I was on the phone and all the missing items were still available. She didn't know what happened but said I was not charged for 2 of the items (which was correct when I checked my CC account but they wanted to charge me $25 for 3 day shipping to reorder and get here by Christmas. I wanted the items so I agreed but then thought about it and cancelled the reorder. I reordered the items myself on the site and got free shipping by ordering a star wars item (promo for the day). I would like to have the items for Christmas but I am not going to stress about and I will give the items to my grandkids after Christmas.

My friend also had an issue. Usually they are very good but I think they had some issues this year.

MJ