ComplaintsforD23 Worldwide Services

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 28th, I purchased a one-day ticket to D23 for Sunday and received it in the mail. On July 9th (yesterday), I purchased a 3-day ticket to D23 because I decided to do all three days.As I no longer needed the 1-day ticket, I went to transfer it to a friend before the 7/10 at 9 pm deadline.It did not work, and I contacted the team by email and phone. ******* advised that the system would not let me because I only had one ticket in the original party. I asked if there was any recourse, as I purposely purchased the 3-day ticket due to the transfer option, I was told no. I'm not seeking a refund, but only a remedy to this situation, which is to make the ticket usable to someone else.

  Business response

  07/20/2024

  On Wednesday, July 10, ****** Guest Services connected with **************** who identified the guest they wanted to transfer their D23 tickets to. ****** Guest Relations was able to successful enable the transfer and resolve the guest's issue successfully. We believe that this complaint has been resolved completely and apologize for any inconvenience this has caused ****************.

  Thanks,
  *****

  
  

  Customer response

  07/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  I would encourage ***** and team to revisit this process and empower the D23 guest services team to make this change without it having to escalate to BBB. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This is the 2nd attempt to get assistance with my complaint with D23 ****************** I originally paid $154.01 for a Gold Duo Fan Membership on 1/04/23. Due to not receiving correct welcome package, then receiving 2 DAMAGED membership certificates I was promised by ****** that I would be refunded the full $154.01 payment on 2/20/23 after (literally) DOZENS of phone calls & emails. After NEVER receiving the refund, I filed my first BBB complaint, along with a complaint to the ********** ************************* I was then contacted by **** with Shop******s ****************** After several discussions, we had a 3-way call with my credit card company who politely told her they had received NO funds from ******. She promised that she would see that the refund would be re-sent to my source account, and a $75.00 free gift code to use in THEIR store would be sent as a courtesy. I have been waiting over 10 days and have yet to receive my money, nor have I heard back from the presidential agent. My credit card company has been pursuing an open dispute over the charge, and ****** will not answer. It appears that ****** used their worthless gift to shut me up, and cut off all contact. I want my $154.01 refunded to my card immediately. My ******** cleaned out all our Marvel, Star Wars, and ****** merch out of the house and took to the thrift store. BBB considered my first complaint resolved because ****** was working with me directly. Now they are ghosting me every which way. I need help. PLEASE. The bottom line is that Ive been promised the money since February 20th, with no follow-through. Contact: **** *********************************** ************** ****** Member ID# ************ Refund Issue

  Business response

  04/12/2023

  We have received the communication from the Guest and are actively working to try to resolve the issue as quickly as we can. The Guest should have already received a refund through the credit card dispute they initiated with their credit card company. We are investigating why this has not happened yet.

  Customer response

  04/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  The *************** Membership was supposed to offer a 2023 Welcome Kit with personalized certificates, membership cards, and a welcome kit gift for my wife & I. We have since only received a damaged certificate for my wife only, as well as the incorrect membership card. I have made REPEATED phone calls, and sent multiple email requests trying to get correct account information set with the company to no avail, and when I requested a refund for no complete services rendered, I was denied via email.

  Business response

  03/23/2023

  We have been in direct contact with **************** and are working to resolve his complaint directly. We will advise **************** of an update once we have a final resolution.

  Customer response

  03/23/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/07/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  I purchased 2 tickets to the D23 **** for Sep 11, 2022 on April 14, 2022. We purchased these badges primarily to submit to the panel lotteries, and ******** communications made it clear we would only be able to participate in that lottery once my husband's ticket was transferred to him: "Your badge will be your "passport" to all the magic of D23 ****. Why you should transfer your badge to your guests: Allows each guest in your party to participate in the RSP (random selection process) for reservations for panels, presentations, and experiences at D23 ****." However, when they sent us links to the **************** portal, I didn't even have access to either of our badges. This started a nearly 2-month ongoing journey to get ****** to take responsibility for problems with our account. 4 months after purchasing our tickets: - I do not have tickets under the original purchasing account - I had to create an entirely new D23 account to even see my tickets - I am unable to transfer my tickets, even though ****** keeps insisting it's impossible the issue isn't fixed - Since our tickets are not transferred, we are unable to participate in the upcoming panel lottery - We have sunk costs in hotels for the night before the event that are useless if we can't participate in the lottery. With COVID, the event is meaningless if it's just tickets to shopping. ****** falsely advertised our ability to participate in the lottery and we have spent hundreds of dollars planning travel for this event. I have emailed them dozens of times and they continue to blow us off, disregarding my concerns, resetting our discussions, and ignoring us for 1-2 weeks at a time. I've lost a ton of time trying to track down this issue, to say nothing of the stress of my ****************** trip being ruined by this issue. All this on top of our existing ******* business relationship with ************************. ****** is ********* money from attendees in this circumstance by promising panels.

  Business response

  09/15/2022

  Business Response /* (-10, 13, 2022/09/15) */ Business supplied email: *********************** Use this address for any contact with the ********************** Consumer Response /* (3000, 17, 2022/09/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) The mistake was not mine- I was logged into my D23 account at the time of purchase. The form wouldn't let you even SEE the tickets without being logged into a valid D23 account. The form allowed customers to specify an email for receipts, and it was Disney that erroneously assigned the tickets to that email. It is poor customer service to blame poor engineering on customers. Disney's response fails to capture the fact that after August 17th, they for some reason transferred my ticket BACK to the erroneous account. I spent a whole week on the phone trying to get Disney to fix it and got nothing but a runaround. They DECLINED to fix their second error. It was only after ALL OF THAT that they offered credit, and only when I demanded it because their ADDITIONAL mistake had cost me 10 hours that week. At the time the credit was issued on September 7th, I was ASSURED that despite the fact I could no longer access or manage my ticket - which had been fixed in mid-August only to get transferred away again - would absolutely, positively, work at the conference. However, when we got there, my badge only worked at the front gate. My badge DID NOT work at the sessions I'd gone to SO MUCH EFFORT to reserve, and I had to beg the staff to let me in. Furthermore, the problem surfaced late in the day, so despite Tim's assurances he'd "take care of us", by the time I got to Guest Relations, no one who could help me was left. The response here is partial, disingenuous, fails to acknowledge Disney's role in worsening the situation in transferring the tickets away from me again in late August, fails to acknowledge the incredibly bad phone service experience I had, and fails to acknowledge that after ALL of this, my ticket DID NOT have the entitlements that were promised. Disney owes its customers far, far better than this. They ruined my husband's birthday trip and cost me 4 months of stressful planning, and gave us a merchandise credit we couldn't even use at the expo stores.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩