PhotoPass Problem

[drakes]

I ordered a custom mug on photopass. A few days after the order they emailed me to let me know they were having techical difficulties. That was it. I emailed them back, asking was it the photo I selected (I had enlarged it), or was it the graphic on the mug. They informed me it was the graphic on the mug and asked me to be patient while they fixed it.

In the meantime I was charged and billed for purchases. I received my Photopass Cd. But still no word or sign of the mug. I emailed them again offering up solutions, they asked me to be patient.

So 2 days ago I email them again asking the status. They inform me hey cannot fix the graphic. They do not offer me anything else. They don't even offer me a refund. I then request a refund. I prepurchased the photopass, so the charges I received were for the mug. They deny charging my credit card. So I contact my credit card company and see it again billed online. I provide all these details to Disney photopass, date charged, amount etc. They are still denying it? I was utterly dumbfounded at the poor service this online rep gave me, all awhile being cheerful. Made me even more mad!

They insist they do not charge cards until the item is delivered?! Well my CC statment begs to differ. Anyone else have problems?

I already went to the BBB, we'll see what they have to say via them. I also asked the representative to please review their records for my file.

What angers me the most is, I contacted them all awhile, how logn were they going to wait to tell me they can't fullfill my order,and the graphic that doesn't work is still online for "sale".

 

[DisneyWacker]

I would just dispute the charge through your credit card company. Should get it reversed that way.

 

[Lori1960]

I would contact photopass agsin and ask if you can send them a copy of your credit card bill showing the charges.Also see if there is away you can talk to someone at Disney

 

[drakes]

Thank you both.
They finally agreed to have the billing department review my file and charges. I'll give them a day or two.
What was most frustrating was I had to iniate the correspondence and the solutions. If I walked away and waited for them, i'd hve nopthing and be out the money.
I'm surprised as so far all my dealings with anything Disney have been great!