Received wrong item from Disneystore.com

[si-am]

Anyone ever have this happen to them? I ordered three different items: received three items but two were duplicates, so I'm missing one of my purchases.

I sent them an email earlier this afternoon but haven't heard back yet (I know it may take some time.) in the meantime, I have the return label but I'm kind of bristling at the thought of having to pay to send something back when it wasn't my mistake to begin with.

Just wondering how Disney handles these kinds of errors, if anyone knows. Trying to decide whether to head to the Post Office tomorrow or wait and see what they say when/if they email back. Would it be better to call?

 

[LuvGoofy6]

I didn't receive the wrong merchandise but I have been waiting forever to get my order. After 5 weeks I sent an email about it and got an answer within 24 hours. The response was to wait 6-8 weeks for the merchandise and they were sorry for the delay. After the 8 week mark I sent another email and received another response within 24 hours again. This email said to please allow another 4 weeks and they are crediting my account for $10 to cover the shipping. So, give them 24 hours for a response and if you share your concern about paying shipping again due to their error you will most likely be credited the amount.

 

[si-am]

I didn't receive the wrong merchandise but I have been waiting forever to get my order. After 5 weeks I sent an email about it and got an answer within 24 hours. The response was to wait 6-8 weeks for the merchandise and they were sorry for the delay. After the 8 week mark I sent another email and received another response within 24 hours again. This email said to please allow another 4 weeks and they are crediting my account for $10 to cover the shipping. So, give them 24 hours for a response and if you share your concern about paying shipping again due to their error you will most likely be credited the amount.

Dang that's some slow shipping right there! Mine took over a week to ship and I thought THAT was bad. Hope you get your order soon (or eventually anyway). Thanks for the advice!

 

[pixiewings71]

Yes, and I called them and they shipped the right item at no charge and told me to keep the wrong item.

 

[Drusilla99]

Ditto the above comment. When I've received wrong items, they've been small, so I've been told to keep them & the correct things have been shipped.

 

[wenrob]

I haven't received the wrong item but I have contacted customer service a couple of times and always found them more than accommodating. Last year I bought my DD the Peter Pan and Wendy Sketchbook ornament and had them sitting on the counter waiting for the kids. My son reached out, the dog jumped on him and the ornament fell over, Peter's head popped off. So, I ordered another, DD took it out of the box, stood it up and it immediately fell over, Peter's head popped off! I sent them an email saying I thought the design was bad, (too top heavy and a weak point) they immediately sent me a new one and a $5 gift code. Then it Aug I bought some stuff on sale and the following day it was marked down further. Sent an email and they sent me another $5 code.

They do take 24hrs to get back to you but they will make it right. I would not send the item back because they'll probably see that as a return. Give them a chance to respond and I'm sure they'll cover the shipping if not tell you to keep it as others have mentioned and send you the right thing.

eta: To clarify, I did not ask them to send a new ornament nor expect one, they just sent it to me.

 

[jmmess]

When it is their mistake they should absolutely cover the shipping. I've had instances where something was not the size indicated by the measurements so I wanted to return it and they said I had to pay shipping. When I pushed back they said to just put it back in the original bag and ship it back at their cost. So sometimes you have to push a little, but you shouldn't have to pay return shipping, especially in your situation.

 

[si-am]

Thanks again, everyone. I still haven't heard back from them, but I'm not going to pay for shipping it back. I'll call tomorrow if I have gotten an email response and hopefully get it sorted out!

 

[MommyBryn]

No wrong item here, but I have received something broken. It took them 2 days to get back to me, and I didn't have to send the item back (that actually never even came up in any of the emails, not that it mattered- it was a shattered snowglobe) but they refunded me and sent me a $10 gift card. The gift card took took over a week to show up via email though.

 

[Claire&TheBoys]

I've had them send me the wrong item a couple of times, and they always told me to keep the first item and sent me the right one at no extra charge. They really do have terrific customer service.

 

[pixieMandy]

Call them, they have awesome customer service! Earlier in the year I had ordered a Mary Poppins shirt for my daughter and they sent an adult Large instead of a child's Large. They ended up not having any of the children's left in stock, and I was so disappointed b/c my daughter LOVES Mary Poppins and was hoping to have the shirt before our last Disney vacation (we got it 2 weeks before we left). The CM told me to keep the shirt we got, and she emailed me a $20 credit toward any Disney Store online purchase in the future, which was more than what the shirt cost me.