Policy on Defective Park Merch. UPDATE!!

[poober25]

Does anyone out there know if there is any sort of exchange policy at the parks for defective merchandise and if you would have to have a receipt. I bought a lightchaser in Oct. and in Jan. when I went to change the battery, the battery case broke when I unscrewed it. I was able to get it back on, but now, of course, the battery needs changed again and I know it will completely fall apart when I do it. Also, I know they don't have this particular lightchaser in the park anymore, at least they didn't in Jan. I would like to be able to exchange for a new lightchaser if they will let me and you don't need receipt. Also, if this is possible, will they let me exchange at DS, so I can take care of it before we leave?



Updated 5/16: Went to TDS today and they exchanged the lightchaser for me. I also bought a 2nd one since DD18mo. doesn't have one yet. They let me exchange the higher priced one and pay for the cheaper one. I used a gift card I got with purchase a few months ago, too, so FREE!! Anyway, thanks for everyone's advice and now we are off to see the mouse. Leave tonight. Catch up when I get back.

 

[Took]

I don't know the policy but when we bought defective merchandise (a child's sweatsuit), we took it to the disney store at home and were treated very nicely. They gave us credit (per our receipt) and we used the credit to buy something at the store that we wanted.

Took

 

[strawberryblonde]

We purchased the light-up spinning toys at DLP in Feb. 2002. We took them along with us to WDW in Dec. and my DD's stopped working. A CM at one of the carts full of night time light up toys told us we could swap it out at one of the shops. Different styles at WDW though and I really liked her one from DLP. I tinkered with it back at home and got it working again . I think they may trade with you or give a discount on your new one. If you have a DS near you I would try there. Best wishes.

 

[crazymomof4]

we bought a glass beer stein (large mug) in the Germany Pavilion in EPCOT. A few months after we got it home I was carrying it w/ a beverage in it and the bottom just dropped right out. The following year we were in the pavilion again looking to replace it. We did not have the receipt for the broken one. We casually told the CM the story about the bottom dropping out and she replaced it for free. We didn't even ask, we were just going to buy another one. I don't know what the official policy is but I do know that Disney does go out of it's way to keep their guests happy. It can't hurt to try.

 

[Goofyzgurl]

A friend of mine bought a cd at ak. When she got it home and opened it, the cd was broken in half. I was going back to wdw, so the next month I took the cd back to ak. The cm's told me that if I didn't have a receipt I couldn't return it. I'd have to buy a new one. I went ahead and bought a new one for her. I guess it depends on who you talk to. The cm even went to the back and talked to a manager.

 

[disneysteve]

Disney has traditionally had an excellent reputation for what is know as "guest recovery." That is, successfully remedying a situation to the guest's satisfaction. That reputation has tarnished a bit in recent years but I think it is still one of the best around - it just sometimes takes a bit more persistence. If the CM you speak to can't help you, ask for a supervisor/lead. If they still won't help, leave the store and head to Guest Services in whichever park you happen to be in. Complain politely but firmly and odds are you will get properly compensated.

Steve

 

[poober25]

see update

 

[Bob NC]

Last year we bought a beach towel at Mousegears and a t-shirt at a stand at the Canada Pavilion. After washing one time the seams let go on both of these items. I emailed Disney Merchandising, described the products/purchase locations/prices. Within a week I had a UPS package replacing both items.

 

[eeyore0062]

A friend of mine bought a cd at ak. When she got it home and opened it, the cd was broken in half. I was going back to wdw, so the next month I took the cd back to ak. The cm's told me that if I didn't have a receipt I couldn't return it. I'd have to buy a new one. I went ahead and bought a new one for her. I guess it depends on who you talk to. The cm even went to the back and talked to a manager.

The difference is that all media, such as DVD's, videos, CD's etc must be accompanied by a sales receipt for return or exchange, regardless of reason... it is also true of collectibles, which must be returned or exchanged, with original receipt within 90 days. Sorry! Other merchandise may be returned or exchanged without receipt for an exchange or a merchandise credit. Hope this helps!