Where to address a complaint that will get a real response?

[mfulk]

I searched for a thread about this as I'm sure there are many but didn't find what I was looking for. I want to contact someone about a problem at the Disney Store and I'd like to get in touch with someone that can actually resolve my problem. At the store they told me there was no district manager I could speak to which can't be true. There has to be someone over that store.

I called guest services for retail stores and the person on the phone told me there was no supervisor above her I could speak to and she offered a bunch of ridiculously unhelpful platitudes that just made me more upset than I already was. She told me she would send it to their escalation department and they'd respond within 3 days but I'd like to go ahead and contact someone higher up on my own. Any ideas where to start?

 

[siskaren]

There's a Contact Us link on the Disney Store website. It pulls up a box to write an email and in the Subject box there's a drop-down menu where one the options is Disney Store Retail.

 

[Dug720]

What area of the country do you live in? District managers are NOT at every location, so it is quite possible you were speaking with a store where the DM doesn't have an office and isn't there most of the time but only on visits.

 

[mfulk]

What area of the country do you live in? District managers are NOT at every location, so it is quite possible you were speaking with a store where the DM doesn't have an office and isn't there most of the time but only on visits.

I didn't think there would be one in the store, I wanted the phone number for someone I could speak to above that store and they told me there was no one. We're in Charlotte, NC.

 

[Planogirl]

Our company doesn't offer contact information for anyone above supervisor either. People are invited to write in or leave messages but Managers don't take calls.

Of course, I don't know if the Disney Store is the same but it wouldn't surprise me.

 

[nicki.momof3]

Follow the contact us link on the website. A few years ago I used the contact us to communicate an issue I had at a resort - injury. I heard back from them within 24 hours and a case number was issued. The case was resolved to our satisfaction within 30 days.

From my experience if your complaint is a serious issue they will promptly deal with it. My experience is only with the parks but I assume it is the same.

Why not wait the 3 days?

 

[Polydweller]

If the issue has already been escalated that is the fast track and it means it has already gone upwards. Wait the three days cause you will almost certainly be contacted by someone further up. That's how most companies operate.

 

[Dug720]

I didn't think there would be one in the store, I wanted the phone number for someone I could speak to above that store and they told me there was no one. We're in Charlotte, NC.

Oh, ok. I don't know about that area. Sorry!

 

[wilkeliza]

If I remember correctly (it has been a year since I worked at a Disney store) there is the General Manger who is over the entire store, then it is either a district or regional manager. I worked for Times Square so we had all our people in house but you could only speak to Hellen our regional manager if there was a big big issue. Usually the store managers would handle anything before the let it go to Hellen.

What specifically is the nature of the issue? That would help me better find someone to contact. I still know a few people at the store here in TS and could try and get a contact for you for that area.