Return policy

[MickeyMomTo2]

As far as whether there is a new policy or not, I don't know, but I do know it was a regular CM at Mouse Gear that refused to help me with the camera strap, and it was a manager at the Emporium that told me I should be able to return it at Mouse Gear (the only place that carries them). It's possible that the CM's have been told to adhere to the 30 days but the managers have leeway with this policy.

Either way, I sent an email about our trip in general to guest services this morning. I included info about different aspects of our trip: things that we appreciated at our resort, our thoughts on the new opening procedures at DHS and Epcot, our very positive experience at MNSSHP, and my negative experience at Mouse Gear. I guess we'll find out what the official word is. (My complaint about the Mouse Gear experience was not that they didn't exchange it, but that they were rude about it. However, I do think they should exchange it b/c it was defective.)

 

[safetymom]

http://www.wdwinfo.com/news/General_Disney_News/New_return_policy_for_Disney_Parks_and_Resorts.htm

 

[VelvetGloves]

Two weeks ago, my family was at WDW and went to MNSSHP. While at the party, two of us had the misfortune of the shoes for our costumes causing terrible blisters. My husband and I hobbled into the Emporium, looking for other shoes. My brother was in there buying shoes for his fiance, as she and I were the ones with poor shoe choice. While he was checking out, he asked if he could come return the shoes if they didn't fit; the CM told him he could not. Now, it might have been because he had her cut the tags off, as that's the only reason I see she would tell him no returns. As I was looking at shoes, I wasn't paying that much attention to what he was doing.

I eventually picked out a pair of Crocs flip flops, which just happened to be the same shoes my brother picked up for his fiance. Less than an hour later, they had given me a blister on the top of my right foot and the top of my left foot was well on its way to the same problem. I visited First Aid for band-aids and just powered through. I was upset, as I didn't really want them in the first place, but there weren't many other choices. They were over $40 with the tax, I believe. My brother's fiance didn't have any problems with hers.

The next day, I was still a little upset about it. It wasn't Disney's fault, so I didn't really think there was anything I could do about it. My husband called the merchandise number to ask if there was any way to return the sandals. He told them where and why they were purchased. He explained that they gave me an extra souvenier...blisters. The person he spoke with was super nice and told him they could be returned at any location. The next day, my husband returned them at the hotel gift shop; we were staying at the Caribbean Beach Resort. We had the receipt, so they just refunded the charges. Disney made it very easy and was very understanding. It was great customer service, especially since it wasn't a problem that could have been anticipated.

After seeing our great experience, my brother's fiance decided she wanted to return hers. My brother was able to return the fiance's shoes at the hotel gift shop as well, even thought they did not have the receipt. They were given credit, which they appreciated having.

Disney really went above and beyond in our case.

VelvetGloves

 

[TChrist05]

Funny....I have always felt that Disney was great at taking your money, but made you jump through hoops to get it back. Like everything, certain cast members follow the letter of Disney return law. You always have managers who can over-rule the policy. A couple of years ago we were at Downtown and made some purchases. We purchased the previous trip a jersey which was quite expensive for our DD....mentioned to the cast member we were not happy with how the jersey held up....she told us to bring it back and it would be replaced....which we did and they took care of it. They do stand behind what they sell....but like everything else there are people who abuse the returning of merchandise they buy. As long as they are fair we can live with it.

 

[DCbride]

Two years ago I was able to bring back a Tink dress that I had purchased the YEAR before but purchased the wrong size. Tags were attached but no receipt. CM said the tag told her that I purchased it a long time ago and didn't just take it off the shelf recently. She exchanged it for me.

Then, I had a receipt this past August and CM was very firm about no returns after 30 days. I asked to speak to a manager. I bought 17 telescopes for DDs birthday party in late May and wanted to return 4 in August. (They were $3.50 each, not a big deal but we really didn't need them) I was told that they would do it just this once but do not expect them to return past date for me again. They were individually packaged since the CM who gave them to me originally had to go downstairs of Mousegears to get them. The manager said that they didn't sell them that way. Umm, yes they actually do, what did she think I did packaged them in small bags to bring back? But it was not a nice experience and I really left feeling like I did something major wrong.

We usually go 4 or so times a year and I very happily pick up things for friends. Now that I know it is not returnable- I guess I won't be doing that anymore.

 

[tchrrx]

The only time I've had a problem is at the Christmas store at DTD. We ordered a personalized ornament to say, "Celebrate Today." The CM who helped us had terrible penmanship and spelling. I corrected her spelling several times on the order slip before I would sign it. When I signed it everything was spelled correctly, but sloppy. Lo and behold, DH (a poor speller himself) went to pick the ornament up. He brought it back to the room where I was torn between and . Our ornament said, "Celebate Today." Not quite the message I wanted hanging on our tree. It took a little bit of doing, but we were able to get a new one made.

 

[MickeyMomTo2]

http://www.wdwinfo.com/news/General_Disney_News/New_return_policy_for_Disney_Parks_and_Resorts.htm

Thanks for posting this. I do think managers have the ability to trump the policy.

The issue I take with the policy is that so many people who make purchases at Disney can't return them within the 30 day window. And, in the case of defective merchandise, Disney should stand behind their products even after 30 days. Just my opinion!

 

[kangaroodle]

Our ornament said, "Celebate Today."

 

[mickeyonasticky]

The issue I take with the policy is that so many people who make purchases at Disney can't return them within the 30 day window. And, in the case of defective merchandise, Disney should stand behind their products even after 30 days. Just my opinion!

There's definitely a difference between defective merchandise and just plain ol' used merchandise that's gone through wear and tear.

Defective: Autograph pin runs out of ink. The pokey bit of a trading pin breaks off. A zipper on a jacket breaks.

Used: A princess costume, no tags, that has all the sparkley thread pulled at and worn off, as if it had been pretty heavily worn to a park a few times. Yeah, the thread is pulling, but a child also wore it around, played in it, climbed in and out of ride vehicles, etc.

 

[MickeyMomTo2]

There's definitely a difference between defective merchandise and just plain ol' used merchandise that's gone through wear and tear.

Defective: Autograph pin runs out of ink. The pokey bit of a trading pin breaks off. A zipper on a jacket breaks.

Used: A princess costume, no tags, that has all the sparkley thread pulled at and worn off, as if it had been pretty heavily worn to a park a few times. Yeah, the thread is pulling, but a child also wore it around, played in it, climbed in and out of ride vehicles, etc.

I agree. My camera strap started unraveling after a week or two. It's not something I use everyday, and I certainly use it with care and caution. It's not an item that should fall apart quickly. By the time I returned to Disney, it had been 2 1/2 months since purchase, and it was falling apart (the red strip of fabric with Mickey "parts" is sewn to a black felt backing and they have separated from each other completely in several places). While it is my fault that I no longer have my receipt, I wouldn't have been able to return it in 30 days anyway, even though it started falling apart during the 30 day time frame.

 

[MickeyMomTo2]

I got a call from Disney today. They are sending me a new camera strap. Yes, they do have a 30 day return policy, but managers have the authority to grant returns and exchanges when the circumstances are right. When I showed my defective strap to the cashier, I should have been directed to a manager, and the manager would have exchanged the strap. They were very apologetic about my experience.