mad at disneydirect

[nuzmom]

I got my disney direct order today (ordered on July 1st) and I'm MAD!!!

We ordered matching logo tees for the whole family and guess what... got our order and it had a "nice little letter" in it stating that one shirt isn't available any more. It was a youth medium/red for my DS. Ok, the other 4 shirts are in there!!!! No what??? I think they should have substituted or called me or something!!!!

Ok, maybe I'm overreacting, but that burns me up. Logo shirts in a variety of sizes for whole family and one is missing - not backordered - NO LONGER AVAILABLE.

And, yes, before you ask, it was in stock when I ordered. Oh, the letter stated that I wouldn't be charge for the shirt that I didn't get - duh!!!

Add to all of this that I'm not real happy with the jackets we bought (they're just "ok") and the dress I bought is a lot shorter than expected.

What do I do now? Return it all to the disney store? I will NOT have one of my sons not match the rest of the family. I guess that's what I'll do, return it all.

Can you guys understand my frustration?????

 

[disneydreamer98]

I completely understand and yes, by all means they should have contacted you for direction before printing the other shirts! I would be calling customer service and have them take care of this for you immediately! I would demand that they print new shirts and express ship them to you at their cost! I know how frustrating it is when you are looking forward to something and a wrench gets thrown into it. They need to fix this for you! Good luck and keep us posted!

 

[RadioFanatic]

definitely and you have me worried b/c I still haven't gotten my order yet from 6/28 and I just placed another one yesterday.

 

[WDWorBUST]

Well... I agree wholeheartedly you should have been contacted. Printing one T-shirt expressly for you is a bit much I think - HOWEVER......I do think they should pay for your shipping back to them and your original total including the shipping.

 

[disneydreamer98]

Maybe I misunderstood. I thought she was speaking of the tshirts that they print up with family names and dates. Now that I look again were they just the actual Disney logo t's with nothing additional? I guess if that's the case...no they cannot print just one tshirt for you, but they still should have called and given you the option to change or cancel your order.

 

[CheapMom]

That stinks- people obviously order these shirts as a group.
ps: wdw or bust- you have to enter that photo in a contest

 

[granmanh603]

I hear you. They should have emailed you or called you if they cancelled an item.....they used too. Did you pay shipping? I'd complain about that too. I ordered on 6/29 and got mine 7/11 and I wasn't too happy with the quality as compared to the past. Also when I complained about the delay in the shipment I got no explaination or appology just a canned email response. I don't know whats wrong with them lately. I did order this mon again only because free ship and so unbelievable deals ans it has already been shipped so it seems like back to normal as far as that but I definately would complain about the missing matching shirt. Sorry for you trouble.

 

[nuzmom]

thanks for all the comments. It's nice to have "friends" in this

I've calmed down a bit, but it's just another thing to take care of. I also LOVE the suggestion that they need to pay the shipping costs!!!! That is so true. I'm going to try to go that route.

thanks again.

 

[lpizzuro123]

Maybe you could try ebay for the one missing logo tshirt.

Linda

 

[HookdonWDW]

If you don't have your heart set on red, I'd call and see if they have all of the sizes you need in another color, and request that they send the new shirts out to you at no charge (except for the shirt you didn't pay for), and that they pay for return shipping for the order you can't use.

 

[undertheradar]

From missing items, to items being removed from the cart at checkout, Disneydirect is dropping the ball. I spoke to an assistant in the executive offices on Monday and the employees are just plain overwhelmed! The catalog area just received a new president and yet it still runs like a Keystone Cop operation. There is never an apology, simply an attitude that these incidents happen. We spend lots of money with Disneydirect and don't appreciate the excuses that they provide. I was advised the other day that the website only updates 1 or 2 times daily, so quantities may not be accurate! It is in your own best interest to order over the phone, as that is the most up to date(realtime) inventory. I questioned why so many emails and catalogs are sent when they don't have inventory to handle demand. Response? Order early!

With regards to the missing shirt, call and ask for Guest Relations. Be well versed in possible replacement items and be specific in what you think is a fair resolution. You are trying to remedy a situation and providing specific options is in your best interest.

 

[HayGan]

I have an extra white one in a youth small (I think they run big) if you don't get a remedy you are happy with from Disney Direct (and if you think it will fit.)

PM if you need it!

 

[nuzmom]

Ok, NOW I'm happy.

I called disneydirect and inquired about another color/size. They have a white medium (I had ordered a red medium). It works out great because I had orginally ordered red for our family and white for me (I thought my moms was white, too, but she got red), anyway, he'll match me!!!! They did state that it will take 9 days to arrive, but that's ok.

They could have save me (and them) a lot of effort if they had just called about a substitution. Oh well, I'm happy anyway. There's not supposed to be a shipping charge for my shirt AND they gave me my original sales price.

 

[WDWorBUST]

disneydreamer -
Well it was just as possible that I had misunderstood

cheapmom -
Thank you - she is definitely a handful. Of course if I found a contest where I could win Disney money I'd enter it in a heartbeat

 

[geetey]

From missing items, to items being removed from the cart at checkout, Disneydirect is dropping the ball. I spoke to an assistant in the executive offices on Monday and the employees are just plain overwhelmed! The catalog area just received a new president and yet it still runs like a Keystone Cop operation. There is never an apology, simply an attitude that these incidents happen. We spend lots of money with Disneydirect and don't appreciate the excuses that they provide. I was advised the other day that the website only updates 1 or 2 times daily, so quantities may not be accurate! It is in your own best interest to order over the phone, as that is the most up to date(realtime) inventory. I questioned why so many emails and catalogs are sent when they don't have inventory to handle demand. Response? Order early!

Order Early is the answer?!? UGH! I ordered the Fab 5 Garden Statues on April 15 and I *still* don't have all of them. I have called back (as they remain for sale in the catalog but the price gets cheaper and cheapr) to ask for a price adjustment and I get nothing, because I have received Minnie.
This afternoon I called again because I received an email stating they were going to CANCEL my order if they didn't hear from me in 30 days! ARRRGGHHH.... This is so frustrating! It looks like Pluto won't be here until late August while Goofy and Donald might be here by the end of July.

I am not very happy with DisneyDirect either.

 

[Kayla's Mom]

I already posted this in another thread...but thought I would join in on the venting too. First of all, don't order the personalized sweatshirt. The one I received was heavily creased and had folds in it that will NOT come out. (All over the shirt) Sent that one back and got another that was even worse.

When they sent the replacement sweatshirt they charged me a higher price than I originally paid (didn't apply the 10% discount I used) The rep acted like she was doing me a favor by adjusting the price "as a courtesy"!

They also sent me a t-shirt I didn't even order, charging it to the credit card I used on my prior purchase. I just happened to get an email saying my order had shipped, that's how I found out. Then they tried to have ME return it to our local Disney Store! Finally the guy says to write "Return to Sender" on it once I get it. He ended up apologizing (something that most reps over there don't seem to know how to do) and refunding back my card the amount of the shirt (of course) as well as my orignal S & H charge.

It's too bad---I certainly won't be ordering anything more from them.

 

[UrsulasShadow]

Durn, I just ordered 3 commemorative T-shirts from them...had I known they were like this, I never would have placed that order!

 

[Carrie Ellis]

Well...this is the email that I got today on an order that I placed on Tuesday this week. It looks like 1/2 my stuff is on back order:

Thank you for your recent order. We are sorry to inform you
that the shipment of the merchandise listed below has been
delayed. However, we are committed to ship the product to
you within 30 days from the original agreed due date.

B/O ITEM EXPECTED
QTY NUMBER DESCRIPTION SHIP
DATE
1 57004 L MM-AMRICANA MNS SWIM-NAV 8/10/05
1 44203 BUZZ RESCUE RC VEHICLE 8/10/05
1 43750 SLP BAG-POWER RANGERS 8/10/05
2 43960 XGAMES SLEEPING BAG W/TOTE 8/10/05
1 46552 BLANKET BACKPACK-STITCH 8/10/05

We will keep your order "active", and ship the merchandise
as soon as it becomes available. Your credit card will not
be billed until the item is shipped. If you would like to
cancel your order, substitute another item, or if you have
any questions, please e-mail us at

 

[lbgraves]

I guess that I am lucky that I got the 5 shirts that I ordered 6/28 then. I even got an extra red in the next size for DS since DH & I wont be outgrowing ours...hopefully ...and DS can pass his down to DD & we can match for at least another trip or two. Glad that you managed to get this worked out. I was going to suggest that you try to get the next larger size for your DS. I'm sure you will all look great together!

 

[momxx5]

Question.....

If the items on back-order are shipped separately will you be charged shipping on each item? It is cheaper to ship the whole order together and more costly to pay individual shipping charges.