So Frustrated! Lost & Found rant!

[LittleFlounder]

I'm SO frustrated and upset right now!

Fri Nov 16 was my last full day at WDW on my last trip. I went to Epcot during the day and purchased a few christmas presents for my family. Then I attended MVMCP... and put the items I bought at Epcot in a locker at the MK.

MVMCP was really fun and I stayed right until the end. I was SO tired from my long day that I forgot my purchases in the locker I rented. I didn't remember till I was back in my resort room that night! on Saturday morning, right at 9 am, I called City Hall at MK, as I had been told all I items left in lockers get brought there. They told me that all locker items are brought to central Lost & Found at the Ticket & Transportation Center, and the things from friday night indeed had sent to L&F. I called central Lost & Found. They could not find my items and said that sometimes it takes a day or two for lost items to arrive there. They told me to go to the Lost & Found at the TTC that day before I went home and they possibly could have shown up. So I did...took a bust from POP to the TTC, stood in line at Lost & Found... only to be told that items fromt he MK the night beofre were searched and mine were not there. I filled out a Lost Item(s) Report and they said they'd mail them to me if they were found. I was in tears. My few hours at WDW and I was spending it at Lost & Found and they can't find items I "left behind" ... I didn't "lose" them. It was a very upsetting last day at WDW for sure.

On Sun Nov 18, now back at home, I called lost and found again, and they still didn't find anything. I called MK City Hall again, to see if my items were still there by chance. They were not. The castmember I spoke with at MK agreed with me, that it was very strange that my items had no been found... because they were not *lost*, left on a bench or on a ride, but left in a locker. The only people with access to what I left behind were castmembers. She told me to contact Disney Merchandising to see if they could recover the items (aka. replace them) since they were all purchased in the parks. Also, these things were charged to my room key, so it would be easy to track down the receipts and verify that I did purchase what I said I did. Since my phone bill was already racking up from calling Disney so many times over this issue, I emailed Merchandising. Its been 6 days, and I have still not heard back from them.

Fast forward to today, Sat Nov 24... one week after I left these things in my locker. I called central Lost & Found again! I explained what items I was looking for.. they went to look.. and AGAIN, they can't find anything! This is getting ridiculous. I asked to speak to a manager. She said there's no mangers in their offices, that I could leave a message. I was given the number of "Amy", who I was told was a manager at MK front gates. I called her and got her voicemail. It said "you've reached Amy at MK parking". I didn't leave a message. Parking?! I want to speak to a manager... not a "parking" person.

I have no idea what to do next! I'm so frustrated and upset! I am beginning to think that I will never get these things back and that they have probably been stolen (by a castmember. yes, horrible thought, but no one else has had access to my items) or thrown out. I feel like no one I speak to at L&F really cares. They're never very sympathetic on the phone. I get passed around from person to person and no one can help. I don't understand why they can not find my stuff! All locker items are sent to Lost & Found! No one except castmemebers have had access to locker items. I did not *lose* anything. *sigh*

This is not so much a post asking for advice, just really a venting post.

 

[amery]

Had this been me, I might already have ahd the NG clear out the parks and do full searches.

This is about as frustrating a story as I have ever read about. It would seem that you have called all your bases on this one. About the only thing tha I can think of other than going to WDW corporate in CA is to involve the local Bureau of Consumer Affairs to file a formal complaint.

I would also keep trying to escalate it. You might be able to get some help from the whatever credit card company you used to pay for the bill but that's a stretch.

Since you were staying onsite, would you not have been able to have all of your purchase sent to your room??

Hope this gets resolved for you.

 

[LittleFlounder]

Had this been me, I might already have ahd the NG clear out the parks and do full searches.

This is about as frustrating a story as I have ever read about. It would seem that you have called all your bases on this one. About the only thing tha I can think of other than going to WDW corporate in CA is to involve the local Bureau of Consumer Affairs to file a formal complaint.

I would also keep trying to escalate it. You might be able to get some help from the whatever credit card company you used to pay for the bill but that's a stretch.

What is the NG?

I think going to WDW corporate might be a bit much right now. I woudl think this issue would be a simple one that can be handled at a small WDW level... but we'll see!

Since you were staying onsite, would you not have been able to have all of your purchase sent to your room??

I did have some purchases sent back to my resort during my trip, but since I bought these things on 2nd last day of my trip, there would not have been enough time for them to arrive before I went back home the next day. I used a locker because package pick-up at the MK would not hold them for me since they were not purchased at MK.

 

[Mecha Figment]

be patient WDW is a big place with a lot of channels. it sometimes takes weeks for this stuff to get resolved. Who knows perhaps your item is still in that locker. did you ever go back and check?

 

[LittleFlounder]

be patient WDW is a big place with a lot of channels. it sometimes takes weeks for this stuff to get resolved. Who knows perhaps your item is still in that locker. did you ever go back and check?

I know that WDW is huge and I had been told over and over by Lost & Found that it can take a little bit for items to reach them, but it has been a week since this happened. No, I did not go back and check the locker. When I called MK City Hall they assured me that the lockers are cleaned out nightly and all items are sent to City Hall and then onto Lost & Found.

 

[mattsdragon]

This is about as frustrating a story as I have ever read about. It would seem that you have called all your bases on this one. About the only thing tha I can think of other than going to WDW corporate in CA is to involve the local Bureau of Consumer Affairs to file a formal complaint.

I would also keep trying to escalate it. You might be able to get some help from the whatever credit card company you used to pay for the bill but that's a stretch.

That is going a bit overboard.

Remember, and I'm not flaming anyone here, but OP DID forget the package in the locker. Caveat Emptor plays part of this. Beware that when the fiasco is started by your own neglect, you are going to have to assume some of the liability yourself. There is no case that the Bureau of Consumer Affairs, or the Better Business Bureau will be able to assist you with.

I wish you luck and keep calling, maybe have a CM check the physical locker, as was suggested. But once you start pulling the credit card company into the fold, your liability could possibly come back to bite you and you'll just end up eating the purchase.

 

[CanadianGuy]

Send a note detailing as calmly as possible everything you experienced to one of these addreses:

Compliments, Complaints or Suggestions

Walt Disney World Guest Communications
P.O. Box 10040
Lake Buena Vista, FL 32830-0040
Email: wdw.guest.communications@disneyworld.com

Sorry you had to experience all that.

Knox

 

[Karnak]

what did you do with the key to the locker?

Karnak

 

[LittleFlounder]

Remember, and I'm not flaming anyone here, but OP DID forget the package in the locker. Caveat Emptor plays part of this. Beware that when the fiasco is started by your own neglect, you are going to have to assume some of the liability yourself.

I was worried this was going to be one of the responses, and I was going to say mention that in my original post, but I didn't think it was necessary. I do realize that initially, this was my fault. I left these items in my locker. But all items cleaned out of lockers are sent to Lost & Found, and now I'm told my items are not there. THAT is the problem. Why is it that items that were left behind, which NO guest ever had access to, cannot be located??!! Something is fishy there.

Just wondering what did you do with the key to the locker?

I still have the key. It is in my purse.

 

[inaminute]

The locker would have been the very first place I looked! Just becuase it's "policy" that something is supposed to be done nightly doesn't mean it actually happens! Lioke many businesses, Disney has lots of policies they don't bother following on a regular basis.

Your items are most likely still sitting in the locker, waiting to be picked up!

Did you have the locker number so they could check to make sure it was indeed cleaned out?

 

[inaminute]

So, the key wasn't returned?

Maybe the unlocked lockers are checked every night, but those that are locked stay locked to protect employees from being accused of stealing.

When you write your complaint letter, you might want to return the key you took. It does belong to Disney, after all.

 

[FluffyPumpkin78]

Why didn't you just check the locker the next day with your key.

I don't think I could blame someone for my own forgetfulness.

 

[LittleFlounder]

Why didn't you just check the locker the next day with your key.

I don't think I could blame someone for my own forgetfulness.

I am not blaming Disney for my forgetfulness, but I don't understand how they can not help me in this issue. If I was to put any blame on them, it would be for losing my items after they were cleaned out of the locker.

I didn't check the locker the next day because I was told they are cleaned out right at closing each night. and I guess in all the chaos in phoning MK City Hall, then TTC Lost & Found(spent more than 1 hour on the phone), and then going to Lost & Found, I didn't think to double check the locker.

I *just* called the lockers at MK. A castmember put me on hold and went to check the locker I used. He came back and told me it was empty.

 

[bradk]

placing any blame on OP is pointless and futile at this point.

let's be honest here. lost & found is a huge operation at WDW and that's because people constantly lose and leave things behind. if anyone has smartly lost something, that'd be another story, but unless you've never lost something in your life, it's a breath wasted in my opinion.

now as far as the OP goes, yes, it seems like a simple solution, yes, you wish immediate gratification. anyone would in your case. the problem is disney doesn't work for you. there are thousands of others in your position waiting for some sort of closure right now. and you might not get it. if you feel your items were stolen by an unscrupulous cast member, you might be right. then again, you might not be. truth is, you may never know what happened to your stuff. at least you were fortunate enough to lose something in a controlled environment. i once lost a $50 shirt i bought in vegas and really had no recourse other than to simply buy it again.

that's a little four letter word i like to call life.

you're not the first to lose something, you're not the last. but what i've learned is living with the consequences sometimes helps you avoid the same situation in the future.

who knows, maybe you re-buy the stuff from WDW Merchandising at 407-373-6200 now and a month or 2 later, your recovered stuff shows up at your doorstep. could be worse.

 

[kylara]

I agree with Canadiaguy. Write to guest communications outlining what happened and who you have contacted. I would not accuse those departments of not caring or not trying to help since from your outline, it seems they have checked through their stuff and can not find it. I would imagine that there is lots of stuff to dig through. Explain that a CM at MK has checked the locker and it is indeed empty. Then ask if they can help you resolve the issue since the lost (or left) package should be at lost and found.

I would list all the items that you purchased in case the items someone got separated from the bag(s) they were in...because in all honestly, if the bad tipped, it is possible stuff fell out.

Hopefully writing guest communications will get you some resolution.

 

[LittleFlounder]

I agree with Canadiaguy. Write to guest communications outlining what happened and who you have contacted. I would not accuse those departments of not caring or not trying to help since from your outline, it seems they have checked through their stuff and can not find it. I would imagine that there is lots of stuff to dig through. Explain that a CM at MK has checked the locker and it is indeed empty. Then ask if they can help you resolve the issue since the lost (or left) package should be at lost and found.

I would list all the items that you purchased in case the items someone got separated from the bag(s) they were in...because in all honestly, if the bad tipped, it is possible stuff fell out.

Hopefully writing guest communications will get you some resolution.

Thanks. I did write to them after CanadianGuy suggested to in this thread. I emailed them stating what happened, where and when I called each place, what was said to me, and a list of the items and where they were bought. I did not accuse or blame anyone for what happened. I hope his is resolved in some way.

 

[TheRustyScupper]

We need to look at this from several ways.

1) The OP does admit an error
. . . the loss is truly her fault
. . . but, everyone does make a goof
2) She calls Lost & Found and they don't seem reactive
. . . Lost & Found is a huge operation at WDW
. . . there are main L&F, as well as each park and each resort
. . . there are lots and lots and lots of things lost at WDW
. . . after a while, it is just another function
. . . do your best and move on to the next case
. . . there isn't enough manpower for everyone to be a special case
3) Lockers
. . . they are cleaned out every night
. . . it is as much convenience as security
. . . items are supposed to be turned over to L&F in the park
. . . afterward, items go to the main L&F
4) Refund from WDW
. . . sure, Merchandising may replace the purchases
. . . but, this can get costly if many other claim the same refund
. . . however, they might still do something

5) Recapping
. . . it was the guest's fault
. . . the items may or may not have turned in by the locker attendant
. . . the Lost & Found people did do their checking
. . . the Merchandising Dept really does not owe a refund or replacement, but might

NOTE: I am not trying to Flame the OP. However, there is a point at which personal responsibility kicks in and doesn't rely upon others. I have seen a lot of people make out L&F forms. After a while it is something like "Sorry for your loss. Let me get you a form. If the item is found, L&F will contact you. Have a Magical Day." Sometimes things do turn up and are mailed to the person by L&F personnel.

 

[Bob O]

I know myself I wouldnt have taken there word that the locker was emptied out, I would have checked it myself as any one who has ever had a job knows policies are often not followed.

As for wdw, they are looking for the items, and IMHO there isnt alot more they can do if the items havent been turned in by a employee. They can if they chose replace the items, but im sure they get thousands of stories from customers claiming that items were lost/stolen/misplaced etc and since many will be scams I wouldnt have a blanket policy of making people whole for there loss when it isnt wdw's fault the items were lost like would be the case if they were to delives packages to a room.

 

[NHTikiBeckie]

I am sorry you have top go through this, and listen to everyone remind you how it is your own fault. Regardless that it was a mistake, that doesn't mean you should not be upset that you have been unable to get the items back and that they have not turned up. We have all made mistakes like this and it is a terrible feeling, I hope you get your items back!

 

[TLSnell1981]

Last year I had packages sent to the gate at Epcot and MK...two days in a row. They lost my packages....two days in a row. It took a couple of days to find them. The one at MK was still at the store!

I use AMEX for this very reason. All of my purchases are covered $300-$3000.....no matter if they are lost or stolen. I do know some cc companies have this protection.

Good luck and I'm sending some