Horrible Customer Service Experience

[adona72001]

Hello,

My wife and I are leaving this Friday for a 6 day vacation to WDW! We made our ressies at POP way back in on Aug. 2nd. And and paid within 5 days with a check. As soon as the discounts came out around AUG 15 we called and appplied the discounts and we were to recieve a $600 refund and request a check. We were told to expect our refund in 2 weeks, well I called after 2 weeks and no check had arrived and end up calling each week for a total of 5 calls. Everytime I was told my check would be mailed the next day, finally yesterday I called and they STILL had not mailed our check and since we arrive this week they would just keep the money on our account and they offered us 20 Disney Dollars. This seems like a scam to just get us to keep the money on our account so it will be easier for us to spend at Disney. Should I be upset and expect more of a response from Disney other than sorry here is 20 Diseny Dollars.

Thanks
Daniel

 

[annie1995]

I would personally keep the money where it us until you get there. Then when you are checking in, ask for a manager. They are usually pretty good about fixing problems. Hope you have a great time!

 

[Ellester]

Well, I would be upset too, but at least they are offering you something. It's easy enough to spend at Disney, but I don't think it's a scam per se. My guess is that your refund just slipped through the cracks. Try to let it go and enjoy your trip. At least your spending money should be more than taken care of. Not may people come home from Disney with more money than they had when they arrived!

 

[adona72001]

It's not the fact that they still have our money is is the fact that they told me 6 times that my check would be mailed the next day, I don't see how it could have slipped through the cracks 6 times.

 

[eelderm1]

I would be very mad! I may have went crazy by now. I do not understand what has happened to customer service. It no longer exist, even at disney. I would demand my money right away. If you owed Disney money they sure would not give you 6 chances!

 

[crow11ad]

I would suggest doing what Annie1995 said, speak to a manager. I am sure you have read on here how we the great people who love to go to Disney, call and get ADR's. Well we know all about the Dis and how codes come out all the way to when special tickets like MNSSHP tickets go on sale. You call Disney and sometimes you get someone who knows something and sometimes you get someone who may have not been told the info yet. It happens all the time. Look at this way, you will either have 600.00 credit waiting for you or worse case would be that someone didn't listen or do as they said and actually mailed it back to you while you were on your way there. Either way, you will get your credit and be happy. Just remember from a cust. service stand point, the manager you may end up talking to, may have never known of your situation. So be gentle. will make it all better.

 

[AJKMOM]

Hey, isn't that one of the oldest lies in the book? "The check's in the mail".

 

[CareBear05]

I'm an assistant Front Desk Manager at a large hotel chain. Our hotel isn't even Disney and we would never let it slip through the cracks 6 times. I do agree with one thing though...ask for a manager at check in. Being that I am one of those managers who would come out at that point at our hotel, PLEASE go easy on them. Half the time we don't know the situation because it was an accounting error or what not, we'll always do the best we can, but the nicer and less irrate the guest is at us, the easier it is to be helpful in every way possible.

 

[Alicnwondrln]

thats crazy i agree with the others ask for a manager at check in and tell that what happened
make sure they have a $600 credit to your room

 

[ChristyJ]

I would be upset too-I had issues with our last trip regarding payments made, then we switched ressies and the payments, instead of being transferred to the new ressie, were recredited to our cards-one MAJOR problem-one of the cards was a Master Card gift card for $100. that was no where to be found (once we used it, we may have even thrown it away-...yes, that was a foolish action, I know... ) anyway, we spoke with "Seven" in customer service and were more than happy with the results!
-speak to the manager, but I would try to remember the old saying "you get more flies with honey than with vinegar" (one of Mom's favorite sayings... ). Who knows, you may end up with a bit of pixie dust your way...

 

[LoveWDW]

I would be upset too-I had issues with our last trip regarding payments made, then we switched ressies and the payments, instead of being transferred to the new ressie, were recredited to our cards-one MAJOR problem-one of the cards was a Master Card gift card for $100. that was no where to be found (once we used it, we may have even thrown it away-...yes, that was a foolish action, I know... ) anyway, we spoke with "Seven" in customer service and were more than happy with the results!
-speak to the manager, but I would try to remember the old saying "you get more flies with honey than with vinegar" (one of Mom's favorite sayings... ). Who knows, you may end up with a bit of pixie dust your way...

Wow! It wouldn't occur to me to save a used up gift card! They should have issued you a new card.

 

[CharlesTD]

I think the issue here is for asking for it to be returned via CHEQUE. if you had of asked for them to credit a CC back you would likeley have had it done sooner. Mind you it can take up to 8 weeks to show up on the CC statement that it was returned.

 

[kaytieeldr]

Hey, isn't that one of the oldest lies in the book? "The check's in the mail".

Ah, but they DIDN'T say the check is in the mail. Disney isn't the type of company to try to cast blame onto the post office
To the OP - please just remember when dealing with the Manager at Pop, the Resort didn't mess this up, CRO did. Please be polite. But firm, of course.

 

[GoldenOldie]

I think the issue here is for asking for it to be returned via CHEQUE. if you had of asked for them to credit a CC back you would likeley have had it done sooner. Mind you it can take up to 8 weeks to show up on the CC statement that it was returned.

A cc refund is not an option when the reservation was paid by check. The OP would have had to pay by cc to get it refunded there.

 

[imatoad]

It took me 5 phone calls over the course of 6 months to get a lousy $12 refund from Comcast when I discontinued my cable service. This sort of thing happens on a fairly regular basis, I'm not excusing it, just stating that it's not uncommon.

 

[DisneyMommyMichelle]

We had the same situation, however they let us know it would be about 6-8 weeks for the check to arrive from Disney. After 6 weeks we called about our check and had to deal with like 6 people, but finally we were told that it was sent out (and they give you the date it was sent out) and we got it at about the 6 1/2 week point. Just be calm when speaking to a manger and all should be well.