Question about Disneystore, returns and more

[jodistar]

I am really hoping you guys can help me - for Christmas I had gotten a couple of DVD's from the DisneyStore. I know they are from the Disneystore only problem is I don't have the receipt but I do have the lithographs as proof.....the Disneystore has been very difficult in the exchange....I want an even exchange and they will not let me return. Who can I contact to complain? I've been very unhappy with the costumer service as of late and I absolutely love Disney - I can't believe that they are treating me this badly. <a href='http://www.smileycentral.com/?partner=ZSzeb008_ZNxdm950' target='_blank'><img src='http://smileys.smileycentral.com/cat/4/4_9_7.gif' alt='Crying Into Tissue' border=0></a>

 

[msmickminn]

I'm sorry for your difficulties. No excuse for bad guest service, all though as a CM... it has been a little rough lately.
Returns on all media requires a receipt as stated on the front of the DVD... even an exchange.
We encourage all our guests to ask for a gift receipts especially on media as we are required to abide by the policy as it stands...no exceptions.

 

[disney1990]

Don't be upset about the way that "Disney" is treating you. The Disney Store are NO longer owner by Disney.

 

[jodistar]

Don't be upset about the way that "Disney" is treating you. The Disney Store are NO longer owner by Disney.

Oh no, I totally realize that! After this I will be dealing with the disneydirect people or the resort people or just plain and simple go to another store. I was just really throw off by the whole thing.....I've always loved Disney and these people see me in the store all of the time and then they give me a hard time. I'm feeling better about things though.

 

[LadyyRedd]

Are there any other retail stores that allow return or exchange of media such as DVDs without any kind of receipt?
Kimya

 

[MinnieGirl33]

Just an FYI - it has been made abundantly clear to cast members that the media return policy is not one that can be bent in the interest of guest service. IMO the corporate level response will most likely be along the lines of, "We are not doing anything any differently than other retailers."

Of course if the cm was rude that is another story but if it is the policy you are not happy with I can only say that the same rules apply to everyone regardless of how often the shop or how much they spend in the store. Try not to take it personnally.

 

[DisneyFan09]

Don't be upset about the way that "Disney" is treating you. The Disney Store are NO longer owner by Disney.

Store policies are exactly the same as before. As someone stated above, returns of DVD's and Videos require an original receipt. But as I have found out lately, if you scream loud enough someone will probably give in!

 

[AllyBri]

Oh no, I totally realize that! After this I will be dealing with the disneydirect people or the resort people or just plain and simple go to another store. I was just really throw off by the whole thing.....I've always loved Disney and these people see me in the store all of the time and then they give me a hard time. I'm feeling better about things though.

Please don't feel that you are being given a hard time. These are the rules that we have to follow.

 

[Poohnatic]

The Disney Store policy with media is the same with most retailers, in response to federal copyright laws. I've managed several stores in which we sold media, and across the boards, it has been the same. It has been Disney Store policy for quite some time (at least 8 or 9 years).

That being said, my MIL purchased duplicate DVD's for my kids from the Disney Store. I didn't have the heart to tell her we'd had the titles for a looooong time, so off we went to Wal Mart...they were only too happy to give us a merchandise credit. We promptly went and picked out some movies we didn't already have.

Suzanne

 

[mobmilli]

Regardless if we were still owned by Disney or not we are to uphold the Return Policy. If we continue to accept returns that are against the policy, we then are audited and investigated. If you don't already know, each salesperson's id is on a sale and on a return reciept. If I was to take back videos without a receipt, whose to say I didn't just do a friend a favor or give merchandise out to someone who lifted those videos a few weeks ago (some still come in live).

Trust me in some circumstances we don't like to enforce policies so strictly but some of us do need to keep our jobs. Trust me if there's fraud involved they will find out about it (even if it's not intentionally there).

Lithographs aren't enough to support your claim, they can be bought on Ebay. And with lithographs we haven't done any pre-orders since Aladdin (Sept/Oct) so that would put your Videos past the 60 day return policy that is effect for Everything.

 

[Iris]

Sorry for you troubles BUT, if I tried to return a DVD at any retailer with no receipt they would say NO! Even if it is for an even exchange. Even if it had their store logo on it. I had to return a defective DVD at Walmart to exchange if for a good copy and the only way I was able to do it was by having the receipt. I had to go back home to find it, they would not budge. DVD returns are handled just about the same everywhere so why would you expect the Disney Store to be exception.

They are not treating you badly, they are just sticking to their policies.

 

[Parkhopper]

Sorry, but in this case, YOU are wrong, not Disney Store. Their policy regarding video/dvd returns is clearly posted in each store. Also, as those above have stated, their policy is not any different than ANY retail store carrying those products.

 

[Tink10]

I too have to agree that you're being a bit unrealistic. Policies are policies and are there for a reason, set by the corporate office. The CM's are just doing their jobs. I highly doubt that the cm's at the DS are treating you badly. In my experience, I normally see that it's the other way around.

You certainly could call the corporate office to complain, they MAY give in (but I doubt it, especially with media). When I've dealt with these thing in the past & the customer got angry enough, it always gave us all a good laugh.

Wal-Mart is your best option.....

 

[eeyore0062]

I too have to agree that you're being a bit unrealistic. Policies are policies and are there for a reason, set by the corporate office. The CM's are just doing their jobs. I highly doubt that the cm's at the DS are treating you badly. In my experience, I normally see that it's the other way around.

You certainly could call the corporate office to complain, they MAY give in (but I doubt it, especially with media). When I've dealt with these thing in the past & the customer got angry enough, it always gave us all a good laugh.

Wal-Mart is your best option.....

"Always gave us a good laugh"... now THAT is good! I don't know why people think that throwing a temper tantrum will get them their way! I know I am far less likely to bend over backwards to help anyone if they behave in that manner, are rude or insulting, or scream at me--- ask my husband or DD. The rules are there, the employees, castmembers, etc have to follow them because if they don't they may loose their jobs. Their job is FAR more important than that person standing there acting like a spoiled child to get his/her way. The funny part is, when that person finally leaves, all of the other customers start laughing at him/her. It really is quite amusing!

 

[Tink10]

I don't want to sound nasty or unsympathetic, bur I really don't think that the customers/guests realize that, quite often, we get a pretty good chuckle when they behave in "that" way.

I was a manager for DS, then went on to Gymboree and was amazed at how the same people could come in over & over again & every time, scream that they were being treated unfairly. (The Gymboree moms were much worse than the Disney people) Heck, most were regular customers who knew the policies as good as anyone who worked there.....

 

[disneychrista]

NO store will return/exchange a DVD that has been opened. I have been able to take back/exchange unopened DVD's at Walmart.

 

[la37]

Come on people, don't you think you are being a little hard on Jodistar. Obviously she was just venting a little. She even posted a second time and said that she felt better about things. I have seen numerous postings since Disney sold the Disney store regarding poor customer service so apparently she isn't the only one that's had a problem. Wal- Mart policy is that they will take back any unopened audio/video without a receipt for store credit and with a receipt for your money back. Also if it has been opened and does not play or is damaged in some way, they will allow you to trade it for the exact same item-receipt or not.

I love Disney and the Disney Store but if it is getting to be this much of a hassle then I would prefer to stay home and buy online. Unfortunately, it's not just Disney but customer service is getting worse everywhere. Everyone seems to be rude and hateful- customers and employees. We need to all try to take a little time and put ourselves in the other persons place. Maybe we would all lighten up on each other a little bit.

Please try to have a great day and if you see a hateful person think about WDW or a cruise and give them a big smile. They won't know what to think.

 

[jodistar]

NO store will return/exchange a DVD that has been opened. I have been able to take back/exchange unopened DVD's at Walmart.

Me too, and many stores are also flexible after the holidays with the return policy.

 

[jodistar]

Come on people, don't you think you are being a little hard on Jodistar. Obviously she was just venting a little. She even posted a second time and said that she felt better about things. I have seen numerous postings since Disney sold the Disney store regarding poor customer service so apparently she isn't the only one that's had a problem. Wal- Mart policy is that they will take back any unopened audio/video without a receipt for store credit and with a receipt for your money back. Also if it has been opened and does not play or is damaged in some way, they will allow you to trade it for the exact same item-receipt or not.

I love Disney and the Disney Store but if it is getting to be this much of a hassle then I would prefer to stay home and buy online. Unfortunately, it's not just Disney but customer service is getting worse everywhere. Everyone seems to be rude and hateful- customers and employees. We need to all try to take a little time and put ourselves in the other persons place. Maybe we would all lighten up on each other a little bit.

Please try to have a great day and if you see a hateful person think about WDW or a cruise and give them a big smile. They won't know what to think.

First of all, I've never had a hard time exchanging things before in any store and even if there is a store with a return policy such as Disney they are usually flexible after Christmas because they understand that receipts are lost during the holiday season and I don't see a problem if it is a DVD and I am exchanging it for the same thing.

I'm sorry to have gotten everyone angry. I am just writing my point of view and wrote down my thoughts, afterall I have worked many years in retail and I don't see why when I go in the Disneystore things should be any different then when I go in any other store. I worked at a musicstore for many years and if people did not have the receipt and it was open DVD/CD we would allow them to exchange them for the same DVD. Like I think I have said before I love Disney or else I wouldn't even bother coming on these boards. Next time, I will just keep my comments to myself.....although, why is it everyone else has had freedom of speach around here? Again, sorry to have gotten everyone so angry at me....I love Disney, I love the boards.

 

[jodistar]

Come on people, don't you think you are being a little hard on Jodistar. Obviously she was just venting a little.
I love Disney and the Disney Store but if it is getting to be this much of a hassle then I would prefer to stay home and buy online. Unfortunately, it's not just Disney but customer service is getting worse everywhere. Everyone seems to be rude and hateful- customers and employees. We need to all try to take a little time and put ourselves in the other persons place. Maybe we would all lighten up on each other a little bit.

This is exactly what I was trying to say. Thanks for understanding la37!