ComplaintsforDisney Store USA, LLC

• Initial Complaint

  08/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Item delivered and defective. Even though there is stock available they will not replace return the item. Only offers is repayment

• Initial Complaint

  07/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On July 16, I ordered a Lego Avengers Tower for $533. It was shipped to my parents address since we would be away on vacation when the item arrived. When the item arrived (7/22), my mom sent me a picture of the item that did arrive because it was the wrong item. I immediately called the Disney Store while on vacation that evening, but the automated message apologized that the company wasnt taking any more calls for the day, even though it was normal business hours. I called at 8:01am the following day (7/23). After an hour on the phone, a supervisor said that they would issue a return ship via email, I was to go to the *** Store, and then send a reply email to the original return request email I was sent and the replacement item would be shipped immediately, with expedited shipping. So, I had my parents do this trip to *** for me and I replied as directed, but yet the item still hasnt shipped. I emailed asking why and the company keeps telling me the supervisor misspoke and they need to have the item in order to issue the correct item. I have not been able to speak to anyone because they call while I am on vacation at an event. They do not leave a direct number to call. The number they leave isnt accurate and hangs up. I checked the *** tracking and the item was received by Disney. I want to speak to an actual person without waiting hours and have the correct item shipped to me.

• Initial Complaint

  07/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Here's the facts:-6/20/2024 - Ordered 4 LEGO Sets When the shipment arrived it did not contain LEGO sets. Instead it had two plush Toy Story Characters. -Called to report the issue - told they would investigate.-Called 2 weeks later to follow-up - told they had not done anything -Asked to speak to a supervisor on multiple occasions. I was never granted this wish throughout this entire process.-More mismanagement and confusion continued. I provided pictures of the box and contents I received. -Finally a return label was provided to me and I immediately shipped back the two plush Toy Story Characters. -The order now shows as returned.-TO DATE I HAVE NOT RECEIVED ANY SORT OF REFUND FOR THE $169.52 I SPENT.-In sum total I have wasted about 3 hours because of this shipping mistake. Disney has never taken or admitted any responsibility for this. Maybe they think someone tampered with the package but when I opened it it was clearly sealed with Disney tape and had not been opened prior to me receiving it. Through the entire process I have been treated as if I'm trying to perpetrate a scam. Not only have the service reps not taken responsibility, but they also have continually refused to connect me to anyone who will. Things seem completely out of control at this company. In the past year I've spent around $2000 at their website without issues other than the somewhat regular occurrence of them being out of stock on an item and cancelling my order. However, this experience has made me take pause to continue to shop with them. They need to make this right. I expect a full refund at a minimum and also some consideration for all the trouble and bad treatment I've had to endure.

  Business response

  07/30/2024

  Hello, we have reached out to the Guest and advised a full refund $169.52, was issued on 7/29/2024. Advised Guest to please allow 3-5 business days for their financial institute to process the credit.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I purchased several thousand dollars worth of merchandise from DisneyShopping.com and a couple of issues have arisen since: I was charged state sales tax even though I have an exemption, so I would like to get a refund of the tax I paid if possible; and Amazon is no longer allowing me to sell items on their site unless I get an authorization letter from Disney stating that I have authentic merchandise that I purchased directly from your site. I have tried contacting someone numerous times to get that letter but can't seem to find the right person. Any help you can offer would be appreciated, because otherwise I'm stuck with hundreds of boxes of merchandise that I'm not able to move. Thank you.

  Business response

  07/25/2024

  We will reach out to this Guest to try to resolve their concerns via email. However, Guest does not have any recent emails from us and they have not contacted us since 2021. 

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order via shopDisney.com (now known as DisneyStore.com) on July 19, 2023 for (2) "LEGO Ideas Disney Hocus Pocus: The ********* Sisters' Cottage *****". My order number is #**********. I decided to return (1) of the sets and submitted a return request in August 2023. I was informed to return the item via *** or **** to the returns department and I followed their protocol by also including a page with my information within the box (Name, Order #). I shipped my return with **** on August 31, 2023. After a few weeks, I noticed that I was never refunded. I called the shopDisney help line and was told that they have not received my return. I was asked for my tracking # and was not able to locate my **** receipt. The agent informed me that without a tracking #, they would not be able to assist me. I tried to get a copy of the receipt from the post office but they were not able to recall my transaction. I figured I had to take the loss for misplacing my receipt. That was until a stranger reached out to me on ******** and informed me that they placed an order for the exact same item and that it was sent to them in the box I sent my return in. Not only did ShopDisney receive my item and not refund me, they sent out my return to another stranger with my personal information on it. I'm very upset on multiple accounts, but mostly I just want my return of $223.03. I've attached a screenshot of the ******** message that was sent to me. I am just now seeing the message and filing this claim because this message was sitting in a "Spam" folder because I do not know this person and we have no mutual connections/do not live close to each other.

  Business response

  06/24/2024

  Refund has been issued.

  Customer response

  06/24/2024

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I visited Disneyland ********** on May 10,2024. I purchased a build to race lightning McQueen toy for ***** at the little green man store command. I got home to ******* on 05/12/2024 and when I put this together for my son it together for my son and it did not work. I contacted the Disney customer service on May ******* and have been in contact with them and they just stopped responding once I provided the information asked for. I have Re contacted Disney store customer service multiple times and have not heard anything yet and it is *** 21,2024 and I have sent two follow up emails no response. I will never purchase anything else I would rather go to target all the reviews for this toy is bad on the Disney store page.

• Initial Complaint

  05/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order #********** clock Time Placed: 5/4/2024 at 8:21 AM PT After I made the purchase I decided to cancel. There was no button to cancel and the order was NOT processing at the time. I contacted Disney to cancel the order and was assured it was. I noticed I never received an email so I contacted their customer service again. Not the order was processing and was told I couldnt cancel. They took $96.28 out of my account when it was canceled and now I am being told it could take over a month to get my money back. I want a refund now! Shame on Disney for doing this. Half the problem is the people you talk to dont understand you and you dont understand them.

  Business response

  06/06/2024

  We have refunded our Guest and reached out to our Guest to advise the refund has been issued. 

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The Disney store double charged me with an online purchase. The order total was $141.91. They charged me the $141.91 and then an additional $93.94. I have been trying to get this fixed for days and felt like I have been ignored on the issue. My bank says the issue is on the Disney Stores end.

• Initial Complaint

  04/09/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  This is in regards to my order, #**********, which was placed back on 01/21/24.Shop Disney horrifically mismanaged and mishandled this order from day 1. After resolving numerous issues just getting the order to go through properly, the majority of my order was later marked delivered but was never actually delivered nor received.Disney then offered to refund my money for the items not sent, but instead of doing as instructed, they instead shipped replacements, in 10 different boxes, all set to arrive at different times while I would be out of town for work, creating an immense hassle and huge ordeal to choreograph getting these packages.I had to personally arrange to have them sent to the *** store - so they wouldn't be set outside my house with me out of town on 10 different dates - because they were too lazy to follow through with their promise to intercept them with *** themselves. I then had to go to *** to repackage them all into one large box to mail BACK to Disney as a return to receive a full refund, since the holidays had long passed, and items were no longer needed.On 02/14 I mailed all of the reshipped items back to Disney. It is now 04/09 and I STILL have not received my refunds for the returned items! I am sitting here awaiting over $500 in refunds for items I shipped back - and that the order page on their own website has shown and marked as "Returned"! The return tracking validates they were returned to Disney OVER ONE MONTH AGO. I keep getting false promises of resolution from Disney that my money will be returned to me and it never is. I am now being blatantly ignored by them despite constant attempts to contact them and resolve this matter. They have stolen from me and are blatantly ignoring me to continue to ignore their responsibility. They need to refund my money IMMEDIATELY, AND IN FULL. $568.05 IMMEDIATELY. I RETURNED ALL THE ****** AND YET THEY HAVE STOLEN MY MONEY.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Yesterday I made a purchase from Disney Store, they had a promotion if you spent $100 you got a free gift with promotion. Even though I put in the code, I was still charged for the item. I chatted with a customer service agent, who said That they could give me a one time in store use coupon as a courtesy . I told him that was unacceptable and asked Why was this a courtesy when they erroneously charged me? Why couldnt they just put it back on my card? After some back-and-forth, he said he could put the item price only back on my credit card, but not the tax associated with the item. He said Disney policy is to estimate tax, so he wasnt sure how much to refund me. This makes absolutely no sense! This is a multi billion dollar corporation and they dont know how to refund tax on a wrong charge? I decided to call instead and that customer service agent told me the same thing that Disney policy is, they dont know what the taxes until it is finalized and they estimate it. Something does not sound right and someone needs to look into this.

  Business response

  04/13/2024

  Spoke to *************************** regarding order #********** - Refunded the proper amount to her credit card. She has been taken care of and no longer needs assistance.  She was satisfied. 

*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. ↩