Has anyone dealt with the awful ShopDisney customer service?

[nile455]

I've been trying for literally a week to get someone on the phone. You call them, and it just says "all cast members are busy" and to call back later. I've called at all times of the day, for a week now. I emailed them, no response.

Disney does a lot of things right, but this is a very, very bad look.

The phone number I'm using by the way, is 800-328-0368.

 

[littlejimmy]

weird. got through my my first try. took great care of me. and then offered me a 50% discount on everything I buy between now and 12/20

 

[Moliphino]

I emailed them about an ornament that arrived broken and they responded within 2 days. The item was out of stock by then, so I got an e-gift card instead and the gift card is for a little more than I actually paid for the item. I was also able to glue the broken bits back on, so I still have a functional ornament.

 

[GoofyBaseballMom26]

I received a credit for a broken item too. However, I would have preferred a refund. They did respond quickly though.

 

[Meriweather]

I use email and they have always been fast at responding

 

[nile455]

On the rare occasion you don't get the automated message to call back and you actually make the queue, you just wait on hold for an eternity. Right now I've been on hold for over 50 minutes. Dreadful Disney, dreadful.

 

[zoo2tycoon]

On the rare occasion you don't get the automated message to call back and you actually make the queue, you just wait on hold for an eternity. Right now I've been on hold for over 50 minutes. Dreadful Disney, dreadful.
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Understand your frustration but it’s less than a week before Christmas and everyplace is busy. I was on hold for an hour with Lufthansa on Saturday night at 11pm, gave up and call Sunday morning.

When you do get someone don’t take any frustrations out on them! Hope you get resolved soon.

 

[wenrob]

I’m going to guess it’s the time of year. I also received two broken ornaments that were out of stock. They refunded my credit card and gave me a $15 code good for a year for my trouble. I think it was all of 10mins but this was back in November. Almost identical situation last year but same experience.

 

[cabanafrau]

I'm getting the idea if they focused on proper methods to pack Christmas ornaments for shipping their customer service call volume would drop significantly.

 

[Moliphino]

I'm getting the idea if they focused on proper methods to pack Christmas ornaments for shipping their customer service call volume would drop significantly.

Probably. I've had no issues with the Sketchbook line of ornaments, they all come packed in fitted styrofoam in boxes. Other ones they seem to just throw in a layer of bubble wrap and stick in an overly large box and hope for the best.

 

[wenrob]

I'm getting the idea if they focused on proper methods to pack Christmas ornaments for shipping their customer service call volume would drop significantly.

Yep. It’s actually happened to me three times over the years and once the replacement was broken.

Probably. I've had no issues with the Sketchbook line of ornaments, they all come packed in fitted styrofoam in boxes. Other ones they seem to just throw in a layer of bubble wrap and stick in an overly large box and hope for the best.

Mine don’t even get bubble wrap just thrown in a big box to be smashed along their journey. Each time CS has asked if there was anything they can do to make the experience better and I tell them they need to let the powers that be know things aren’t packed properly. Clearly it’s an issue. Why they would want to take care of it and save themselves some money is beyond me.

 

[Mackenzie Click-Mickelson]

I'm getting the idea if they focused on proper methods to pack Christmas ornaments for shipping their customer service call volume would drop significantly.

We just got a personalized baby yoda mug from ShopDisney for my sister-in-law delivered a bit ago. Yes it was in a box with a slight groove in it to cradle the mug and there was flaps to fold down to kinda secure the mug from tumbling about in the box but there was no plastic bag around the mug to protect from scratches, no bubble wrap to protect from any breakage.

Contrast that with a nautical compass we bought from Amazon and the 3rd party seller wrapped that sucker up in with bubble wrap and styrofoam inserts to cushion it. We got a spyglass that shipped directly from an Amazon warehouse (in Canada actually) and the spyglass within the box was in a plastic bag to protect from stratches and the wooden box the spyglass came in was bubblewrapped tightly.

I'm not saying Amazon is perfect and can appreciate that Disney has likely so many orders but I'll admit to being surprised at the little protection, to me at least, that the mug just came in. It survived but it was sent via UPS made a few stops along the way and USPS is the one who actually delivered it so enough chances that something could have happened.

 

[cabanafrau]

If this relatively small thread here extrapolates at all to the quality control on shipping from ShopDisney it's pathetic, incredibly wasteful and not all all environmentally conscious. Are there places for reviews on the site? If available and they don't "curate" them or flat-out muzzle them they deserve to have that information plastered all over to give customers a heads up to perhaps get some new oversight and procedures in place.

 

[wenrob]

If this relatively small thread here extrapolates at all to the quality control on shipping from ShopDisney it's pathetic, incredibly wasteful and not all all environmentally conscious. Are there places for reviews on the site? If available and they don't "curate" them or flat-out muzzle them they deserve to have that information plastered all over to give customers a heads up to perhaps get some new oversight and procedures in place.

I have left feedback both verbally and written each time but have no idea if it has actually reached anyone. It’s definitely the warehouse(s) they deal with because if you buy something like an ornament, mug, frame etc. in the parks or their physical stores it takes you a month of Sundays to unwrap them because they go out of their way to cushion them.

 

[Searc]

I have left feedback both verbally and written each time but have no idea if it has actually reached anyone. It’s definitely the warehouse(s) they deal with because if you buy something like an ornament, mug, frame etc. in the parks or their physical stores it takes you a month of Sundays to unwrap them because they go out of their way to cushion them.

I agree. Any time we've purchased something breakable at a park, resort or Disney Springs, it is very well wrapped and protected.

 

[Pooh2]

We had an issue last week with being overcharged $17.95. Turns out they charged us shipping despite advertising free shipping over $75. I asked them to refund they amount, they said they cannot do that but could send a coupon for $20 on my next order.
Uh, no, I would like the free shipping and not sure I will order from them again! It's been 3 days since I sent my email and have not heard back yet.

 

[Tallis]

I agree. Any time we've purchased something breakable at a park, resort or Disney Springs, it is very well wrapped and protected.

Usually ours are too. However, just a couple of weeks ago, we had an ornament personalized and sent to our resort. It's a huge, glass Mickey head with a "four parks" scene inside. Very fragile. I didn't look at it until we got home and was completely shocked that it was just thrown in the box!

Thankfully, it survived the packing and ride home. From now on, if I don't carry things out of the stores, where I can watch them wrap it, I will check when I pick things up. I would have been very upset had this ended up broken. I am really surprised that it made it.

 

[Mackenzie Click-Mickelson]

We had an issue last week with being overcharged $17.95. Turns out they charged us shipping despite advertising free shipping over $75. I asked them to refund they amount, they said they cannot do that but could send a coupon for $20 on my next order.
Uh, no, I would like the free shipping and not sure I will order from them again! It's been 3 days since I sent my email and have not heard back yet.

Sometimes those free shipping offers are tricky and confining.

Here's what Disney's offer entails (I underlined what is probably the more salient aspects):

"select, in-stock merchandise purchased via phone orders and orders placed online at shopDisney.com. Not valid on purchases made at Disney Store and Disney Baby Store retail and outlet locations or Disney Parks and Resorts locations. Free Shipping applies to Standard Delivery on orders over $75 sent to a single shipment address in the United States. Qualifying purchase based on pre-tax, post-discount amount {this is probably the most important part} and excludes D23 Memberships, gift cards, gift wrap & gift boxes. Additional Shipping & Handling applies for select items or shipments to more than one shipment address. Merchandise subject to availability."

I can understand why getting money off your next order though wouldn't be the best solution for everyone. Last time I ordered something from them was in 2017 and then just last week so it'd be likely that any money off would expire before I bought something online lol.

 

[wgeo]

It's been a few years, but the problem I had with shopDisney was their return policy - if I'm remembering correctly their delivery got delayed during shipping so it took over 2 weeks from when it was shipped til I recieved it. By the time I wore the shirt and decided it didn't fit right and wanted to return it I couldn't. Their policy was that it had to be returned within 30 days from the date it Left their warehouse, not 30 days from when the customer gets it - which gives the consumer a very tiny window for returns. Entirely possible that has changed since then, but they flat out refused to work with me at all in getting the shirt returned because I was about a week past their return date.

 

[Jennasis]

Poor DH...he ordered a personalized shirt for me from shop Disney over 6 weeks ago...for Christmas...and it has been "getting your order ready" or some such nonsense for weeks. It is now 5 days until Christmas and he just got an email saying the item likely won't be here in time for Christmas.

HE ORDERED IT 6 WEEKS AGO.