Help! Disney Shopping Customer Service

[christietoo]

READ MY AWESOME UPDATE! in reply 3

So, I ordered Christmas ornaments for my boys several weeks go. My ds desperately wants a Buzz Lightyear ornament. No problem! I ordered one, they were in stock, all was well. Then a few days ago the order comes in. It's got ONE thing I had ordered (a stocking), the other two things in the box are personalized Tinkerbell items.

So, I call Disney Shopping. They told me that ALL the Buzz ornaments are now out of stock (and that my ornament apparently got shipped to someone else), unless I want the $39 Lennox one. Um, no. They then tell me that they can't get me another one and that I'll have to go to "my local Disney store to look". I don't have a local Disney Store!

Furthermore they "don't refund shipping". So, they refunded my $ for the ornament, but not what I paid to ship it.

I am obviously unsatisfied, so they gave me the number to the "Disney Shopping Presidential Line". I've left multiple (kind) messages, and nobody there has returned my call. It goes straight to a voice mail so there's no way to talk to anyone.

Please help! I love Disney and I've always been pleased with their guest services until now! What can I do?? Who else can I call?

 

[agnes!]

So, I ordered Christmas ornaments for my boys several weeks go. My ds desperately wants a Buzz Lightyear ornament. No problem! I ordered one, they were in stock, all was well. Then a few days ago the order comes in. It's got ONE thing I had ordered (a stocking), the other two things in the box are personalized Tinkerbell items.

So, I call Disney Shopping. They told me that ALL the Buzz ornaments are now out of stock (and that my ornament apparently got shipped to someone else), unless I want the $39 Lennox one. Um, no. They then tell me that they can't get me another one and that I'll have to go to "my local Disney store to look". I don't have a local Disney Store!

Furthermore they "don't refund shipping". So, they refunded my $ for the ornament, but not what I paid to ship it.

I am obviously unsatisfied, so they gave me the number to the "Disney Shopping Presidential Line". I've left multiple (kind) messages, and nobody there has returned my call. It goes straight to a voice mail so there's no way to talk to anyone.

Please help! I love Disney and I've always been pleased with their guest services until now! What can I do?? Who else can I call?

How can they NOT refund the TOTAL price (item + shipping) when you didn't even get the ornament you ordered?

Unfortunately, it is getting late in the game to get your Buzz/Christmas ornament with shipping. I don't have a lot of ideas (lots of sympathy, though .) Have you e-mailed DisneyShopping Guest Services through the Contact Us button on the website?

I would also call Guest Services *again* and immediately ask for a supervisor. Have the UPC Code available. Relay your situation to the manager. *Maybe* they can help or at least get that shipping for the item/s you didn't even get off of your order.

If you had a pic of the item you could always post it here...someone might have seen one or something similar in a local Disney Store and maybe you could work something out with a fellow DIS'er.

You could also go by or call local Hallmark stores and/or Toys R Us...see if they have any Buzz Christmas ornaments.

Good luck,
agnes!

 

[christietoo]

AMAZING UPDATE!!!! I LOVE DISNEY!

I called Walt Disney World Merchandise Guest Services and they told me that Disney Shopping (AND the Disney Store in malls, etc.) are not affilliated with WDW! They are actually owned by The Children's Place stores (who I'm now trying to deal with about it)! So, they couldn't do anything about refunding my shipping, etc.

However, they wanted to make sure my son got a Buzz Lightyear ornament like he wanted so they sent me one FREE OF CHARGE! That's totally above the call of duty since the poor service at Disney Shopping was in no way their fault! I'm so thrilled! They are even sending it express so that ds can have it before Christmas!

THANK YOU Brenda at WDW Merchandise Guest Services! You totally made my day!!!! I'll always order our merchandise directly from WDW Merchandise in the future!!

I'm so happy I could just cry at how nice they are!

 

[Parkhopper_Vince]

I know it is hard to keep straight, but to be accurate I believe that while the Disney Stores in the malls and DisneyStore.com are operated by The Children's Place under license from the Walt Disney Company, Disneyshopping.com is owned and operated by the Walt Disney Company even though you can find some DisneyStore.com items and the actual DisneyStore.com through the Disneyshopping.com site.

 

[christietoo]

Disneyshopping.com is owned and operated by the Walt Disney Company even though you can find some DisneyStore.com items and the actual DisneyStore.com through the Disneyshopping.com site.

No, I expressly asked today. Both Disney Shopping and the Disney Store are CP owned. If you want to shop from Disney directly I was told that you have to call WDW Merchandise, but that they are planning to have their stuff internet accessible within the next year or two. opcorn::

 

[SueEllen]

Vince is correct--Disneyshopping.com is owned by Disney, whereas the disneystore.com and the Disney stores in the malls are owned by the Children's Place company (under license of the Walt Disney Company.)

In the last couple of months the DisneyShopping.com and DisneyStore.com have taken you to the same site, but they are essentially separate.

You are correct that ordering from WDW Merchandise Mail Order is ordering from Disney directly, but it is ordering directly from the WDW theme park merchandise only, and it is not the same merchandise found online.

 

[DizneyDogs]

AMAZING UPDATE!!!! I LOVE DISNEY!

I called Walt Disney World Merchandise Guest Services and they told me that Disney Shopping (AND the Disney Store in malls, etc.) are not affilliated with WDW! They are actually owned by The Children's Place stores (who I'm now trying to deal with about it)! So, they couldn't do anything about refunding my shipping, etc.

However, they wanted to make sure my son got a Buzz Lightyear ornament like he wanted so they sent me one FREE OF CHARGE! That's totally above the call of duty since the poor service at Disney Shopping was in no way their fault! I'm so thrilled! They are even sending it express so that ds can have it before Christmas!

THANK YOU Brenda at WDW Merchandise Guest Services! You totally made my day!!!! I'll always order our merchandise directly from WDW Merchandise in the future!!

I'm so happy I could just cry at how nice they are!

I just had a great experience with WDW Merchandise too. I ordered a big fig of Minnie and she arrived today with her head broken off she was $150 and when I called the lady just told me to keep it and they will send out another one. I thought that was odd since disneyshopping policy is everything over $30 they want shipped back. Anyway it's a clean break and I already fixed her up and you can't even tell that it was broken, but I am picky with my collectibles so will probably give this one away besides I don't need 2 of them LOL