What # do I call for a broken Suovenir?

[Danny729]

Here's what I don't get. Disney sells you a perfectly operating item, unbroken. Once you buy it, sometime later, it breaks. Disney is not responsible for your breaking the item. Stopping working is one thing (like a $300 watch with a warranty). Physically breaking the item is another - dropping, packing it poorly, etc. That is your responsibility.

If you don't want it to break on your trip back home, pay to have it shipped to you at home. Then, if it arrives broken, Disney should replace it.

Well thats why WDW has a Guest Services # for these kinds of problems. It's one thing I have to plan my trip but now I have to plan how I buy my gifts too??

 

[pongoperdigirl]

Every time that we go, we have our purchases planned out.
We know that we will set aside one trip where we buy everything, or try to have everything, that is breakable at one or two stores, have Disney pack it up and ship it to us. Saves us the hassle of worrying about things breaking, if anything happens, Disney replaces it.

But sometimes things happen.
It's a fact of life.
Everything needs to be evaluated on a case by case basis.

Everyone just shouldn't jump to conclusions from the get go.

 

[Deb & Bill]

Well thats why WDW has a Guest Services # for these kinds of problems. It's one thing I have to plan my trip but now I have to plan how I buy my gifts too??

Yep.

And I would have gotten the number from the lady who packed my item if she said that I should call if it was broken when I got home. I bet it was on your receipt.

 

[Danny729]

Well after all this I will make sure that I try not to run into problems with my next trip's gifts. This is only my 2nd vacation so Im kinda new to this and I am only 15 I don't have much information I could give WDW for shipping and I this was a gift I didn't want to spoil the surprize by asking my mom to buy it. But next time I have to plan out everything I don't want anything to go wrong lol its too much work.

 

[pongoperdigirl]

Danny, here is my suggestion for next time.
While you are there, just keep a mental note of all the things that you want to buy that may be breakable. Go down with the understanding that you will have to pay a little extra to send stuff home. Last week I mailed home $100 worth of stuff, it cost $20. I opted for ground because I am not in a hurry for it.
So, when it is nearing the end of your trip try to find a store or two that has the items that could break, go in, and buy them. Mail them home.That way you don't need to plan anything before you go. You can just go down and buy your stuff and send it home.

 

[Dan Murphy]

Good wishes, Danny. And I bet your mom will like that ornament when it is all okay. Best of the Season to you and and her both.

 

[kj2mom]

Once you buy it, sometime later, it breaks. Disney is not responsible for your breaking the item.

When I called about my souvenir I was told by the store manager exactly the opposite in my case. I don't believe blanket statements like that are always valid. I will try not to babble on here but I bought a pearl ring at Japan in Epcot. I did exactly as they instructed in terms of letting it set and two days after purchase I wore it. After dinner I looked down and my pearl was gone. We were coming home to MA the next day so there was no chance I could get back. I did call the next morning but I got a voicemail. They called me back but I was on the plane. The next morning I called and got the store manager, she just happened to answer the phone. I was ready to just buy another pearl because after all the pearl was the cheapest part but I really wanted to know what their policy was. It doesn't make sense to me that they sell a product that breaks on the first wearing. The manager told me that they stand by their work and I could send it back. I did send it back, cost me a pretty penny because I chose to overnight it (I went to a UPS store and I believe it cost me $35). I wanted her to know that I was serious about my ring which is why I chose overnight. I was nothing but pleasant to her, told her I didn't care what the size was or what the color was or anything I just wanted to have a complete souvenir. One week later I had the ring back in my possession with a beautiful pearl and it appears to be the same size although I am far from an expert. Less than a week later I looked at my daughter and noticed her pearl from her necklace was gone. I didn't have the heart to call Disney again. I used to work in retail and thought how in the world would they believe me and was it really worth the effort to send it back? I let it sit a couple weeks until the pearl fell off my ring again. This time I found the pearl. I took my ring and my daughter's necklace to the local jeweler and had them fixed ($5 to re epoxy mine and $10 to put a pearl on my daughter's necklace). I guess I should have just gone that route to begin with rather than paying to send it back but I was soo sad that the souvenir I saved for years for didn't even last one day. I am sure if I had sent the items back they would have been replaced but I just didn't want to be the difficult consumer that everyone complains about. It's ok, it all worked out except that my daughter's souvenir is only a half a souvenir now........we sure have a story to tell about our trip!

Not exactly sure why we had soo much trouble with their epoxy, at first I was thinking maybe they had someone new doing the settings or maybe it was a bad glue day but that doesn't explain why my pearl fell off a second time. I will say that the jeweler was not as 'neat' about the epoxy as Disney was. I can see some of it if I look into the ring from underneath but I am the only one who can see it and if it makes it stay on then I am all for it.

 

[MommyPoppins]

Here's what I don't get. Disney sells you a perfectly operating item, unbroken. Once you buy it, sometime later, it breaks. Disney is not responsible for your breaking the item. Stopping working is one thing (like a $300 watch with a warranty). Physically breaking the item is another - dropping, packing it poorly, etc. That is your responsibility.

If you don't want it to break on your trip back home, pay to have it shipped to you at home. Then, if it arrives broken, Disney should replace it.

Ah yes. Pay and have it shipped and then when it never arrives try to actually get someone on the phone who KNOWS anything. Good luch with that one. I'll never ship anything from Disney again. $200 down the drain.

 

[maelstrom]

Disney will stand by their products. I purchased a set of plastic utensils at Bay View Gifts. They said they could go in the dishwasher. Well, the Mickey head design came off in the dishwasher. I brought them back a few months later when I was down there again, and was given a new set and an apology. Now I know not to put them in the dishwasher, even though it says they can go in.

To the OP: call Disney merchandising and explain your story. They'll do what's best.

 

[Lillian513]

I also have had broken gifts I am gonna subscribe to this thread