Is there anything I can do...

[VicMom]

...or am I out of luck?

When we were in DL 3 weeks ago, we bought some of the glasses they have with the prints on them. Within 2 hand washes (we don't have a dishwasher) the top part of the Haunted Mansion glass photo is gone and some of the lettering on another is either missing or has smudged down on the glass (the first 'a' and 'n' and the 'd' in Fantasyland are hooped.

If this happened at home I would be exchanging the glasses for two that aren't defective but I'm not sure what can be done about it since we live in Canada. Is there somewhere I can contact and let them know about this (and include photos) to see if there is anything that can be done about this?

Thanks.

 

[GenGen22]

Yes, there is something you can do. Our last night we were at DL the back pack I purchased the stap tore. I didn't have time to return it & when I got home after wearing the pajamas I purchased I realized there was a hole in the shirt. I emailed the email address that was on my reciept with pictures of the items and pictures of my reciepts. & I didn't get to emailing them until about 2 months after my trip due to being so busy with work. They didn't respond tmy email until 3 weeks later but they shipped me the same items I purchased free of cost. I even had my name embroidered on the back pack & they also did that DL customer service is awesome!!! Their email address is: Merchandise.guest.services@disneyparks.com

 

[darlenesmommy]

I would give them a call. Merchandise Guest Services
(877) 560-6477

 

[pharmama]

I just had a good experience as well using the email posted by the PP. In our case it was a watch my daughter bought and the second hand fell off within one week. The watch still worked, but the other hands would frequently get caught on the second hand that was now floating around loose inside the watch face so the time would be messed up. She just received the replacement watch today so I'm hopefully this one will last longer.

They will want some kind of proof that you were in the parks (it doesn't have to be the receipt for the actual item. It can be any receipt from the trip, hotel confirmations etc.). It does take them quite a while to respond. The auto response that came initially said up to 10 business days for response and that's almost exactly how long it took for them to email me back (they also called me).

Overall though, I am becoming somewhat frustrated with the poor quality merch they seem to have in the parks lately. I didn't even try to do anything about the earrings she also purchased where the wire was so flimsy that it just deformed when she tried to put it through her ear.

Sent from my iPhone using DISBoards

 

[GenGen22]

I just had a good experience as well using the email posted by the PP. In our case it was a watch my daughter bought and the second hand fell off within one week. The watch still worked, but the other hands would frequently get caught on the second hand that was now floating around loose inside the watch face so the time would be messed up. She just received the replacement watch today so I'm hopefully this one will last longer.

They will want some kind of proof that you were in the parks (it doesn't have to be the receipt for the actual item. It can be any receipt from the trip, hotel confirmations etc.). It does take them quite a while to respond. The auto response that came initially said up to 10 business days for response and that's almost exactly how long it took for them to email me back (they also called me).

Overall though, I am becoming somewhat frustrated with the poor quality merch they seem to have in the parks lately. I didn't even try to do anything about the earrings she also purchased where the wire was so flimsy that it just deformed when she tried to put it through her ear.

Sent from my iPhone using DISBoards

I also received an auto response that says 10 days but still was like 3 weeks but all in all im happy I could get my merchandise. & it is frustrating when you spend a lot of money & it breaks like that. We had it happen a trip before with my sons buzzlightyear toy while we were still there & returned the toy 3 times as the head kept breaking off. Im just glad we got a new one. I am definately happy that Disney backs up their products they sell by replacing them.

 

[VicMom]

Thanks for the info. I am so happy to hear that.

I don't have receipts but since we stayed in the DLH for our trip, I'm guessing (well hoping) that they would have a record of that and it could work as proof of the days we were there.

 

[aliceindisneyland]

Yikes! Thanks for posting the warning; I was going to buy some this week. I am sorry your souvenirs got ruined!

 

[DaveNinja]

I had this happen with some glasses i bought in late august at DL. They were the retro looking designs of each of the lands. One washing and a bunch of the print came off. I forgot i was going to call or email merchandise. hopefully i can find the receipt still

 

[Spacepest]

Yikes! Thanks for posting the warning; I was going to buy some this week. I am sorry your souvenirs got ruined!

Same here, I was going to buy these as a gift for someone. I would hate to give someone a faulty gift.

 

[VicMom]

And now the lettering in Frontierland is coming off too. For how much those glasses cost, I certainly expected them to last better than (less than) 1 month. Starting on Tuesday I'm off work for a month and dealing with this is on my list.

 

[emacat]

We bought a beautiful Mickey suitcase at the World of Disney downtown, and by our second trip 6 months later, it was falling apart! I called the Merchandise number several others have posted, and shipped the suitcase in as they requested. We had a new one within 10 days. We also had a Tower of Terror DVD we bought that was scratched when we opened it up at home. They replaced that also.
I have always found Disney really does try to make things right. (Hence why we keep going back!)