When you make a complaint to DLRP

[Fiona35]

how long before they actually get back to you?

I made my complaint about a month ago and received the standard reply email of we will look into your complaint and get back to you but as of yet I've not heard anything.

Is this a normal thing to take so long or should I resend my email to them to gently remind them?

 

[DLPdaft]

If they've already had one month to get back to you with a proper reply Fiona, I'd email them again now.

I'd then give them another week or so to reply, then I'm afraid I'd be adding "poor customer service" to my complaint.

I've had to resort to sending snail mail to the CEO before now, as I hadn't even had an acknowledgment after nearly 2 monhs and 4 emails . Strangely enough, I did get a reply after the letter to the CEO had been delivered .

I would remind them you are still waiting for a reply by email first though, then give them some time to reply to you.

 

[cap'njack.]

My complaint took around 6 weeks from the initial receipt of my email and confirmation to get a response from.

Strangely when I emailed them with praise after my March trip I got a response within 12 hours

 

[Belle's World]

You were lucky to even get the holding email. I never received one even though i resent the email about 5 times. Eventually about 6 weeks after the first complaint someone rang me to sort it out by phone.
As has been said if you are emailing with praise they will acknowledge almost immediately, but they have to look into complaints it would just be nice if it didn't take so long.

Ro

 

[Disneyfoo]

When my fiance complained the response was quick, a few weeks or so after the standard "we are looking into it". However the second response was essentially a more personal version of the first and each subsequent response was telling us what was happening rather than sorting out the problem. I think they were trying to stall us and it worked as we didn't complain about the customer service! Eventually I sent a polite email asking for some news as it had been a while, perhaps coincidentially we recieved a response very shortly after that. They were very nice and offered us some very nice gestures of good will as you might say! However it did take around 2-3 months for it to be fully sorted, although our complaint was pretty long and perhaps unusual!

 

[Cyrano]

Personally if I need to raise any form of complaint I do it the old fashioned way of writing a letter. Email and e-forms arrive on someones desktop so easily and can often be bearly glanced at nor past on to someone more appropriate.

 

[britchic4]

Really it's appalling that an international company should take so long to deal with complaints. Worthy of complaint itself in fact.

 

[CityBlue]

If they've already had one month to get back to you with a proper reply Fiona, I'd email them again now.

I'd then give them another week or so to reply, then I'm afraid I'd be adding "poor customer service" to my complaint.

I've had to resort to sending snail mail to the CEO before now, as I hadn't even had an acknowledgment after nearly 2 monhs and 4 emails . Strangely enough, I did get a reply after the letter to the CEO had been delivered .

I would remind them you are still waiting for a reply by email first though, then give them some time to reply to you.

Don't get me started on e-mail complaints! I have sent my e-mail 5 times to them - still with no reply. I have told them that their customer service is the worst I've ever come across and that they have taken the magic out of my holiday - but they don't care one bit. I have totally had enough of Disney and will not be holidaying with them for a very long time.

DLP Daft - can I please ask who you sent the letter to? Which address? Thanks.

 

[cadmanmother]

COMPLAINTS NOT ALWAYS EASY..
Been to DLRP 9times never had a complaint until 10th visit.
Put my complaint in writing along with photo eveidence, got a relpy within 3 weeks, of course only expecting apology or discount voucher but we got COMPLIMENTERY FULL FREE HOLIDAY for family to be taken anytime within 2years.

On our arrival Guest communication had put in place free drink/food gifts, complimentery letter, cuddly toys/gifts for kids.... Amazing

 

[Ware Bears]

That is a great result. Of course, it would have been better if your holiday had been perfect and you didn't need to make a complaint but it's good to hear that Disney magic won through.

 

[jennytablina]

I find it helps to complain asap while there. You also need to remain calm and not get too angry, any company gets a bit wary dealing with perticularly angry customers and Disneyland Paris hasn't quite the same customer service credo that the American Parks have. Plus theres that whole language barrier that makes things awkward sometimes

We complained last year about Crush breaking down on us several times while in the queue and how the CM's manning the ride mostly only informed people in French on a inaudible intercom what was going on. After 2 hours the park was closing and the ride just totally gave up with even the character chatter and music stopping.

We marched right over to customer relations and said that we understood Crush had long queues and theres not much they can do about that right now but leaving us with no idea what was going on in a queue that lasted 2 hours was rather unfair. We were given an apology and a form to fill in along with auto-passes onto the ride (which sadly we never used as we just didn't have time to get to Crush again, but the gesture was appreciated and they seem to now hold people outside the main queue at busy times now)

If the issue is with the hotel that seems to be a whole other ballgame. As we've had some hotel issues and often the first thing anyone at the hotels will claim is that they are handled separate from the parks and therefore not the same company or something. (Can anyone explain this?)

 

[markpsych]

COMPLAINTS NOT ALWAYS EASY..
Been to DLRP 9times never had a complaint until 10th visit.
Put my complaint in writing along with photo eveidence, got a relpy within 3 weeks, of course only expecting apology or discount voucher but we got COMPLIMENTERY FULL FREE HOLIDAY for family to be taken anytime within 2years.

On our arrival Guest communication had put in place free drink/food gifts, complimentery letter, cuddly toys/gifts for kids.... Amazing

Snap, an identical experience to us

 

[Disneyadore]

We had a complaint after out son's stay. I did send an email on December the 29. We got an answer and a free stay on January the 15.