ComplaintsforWalt Disney World Company

• Initial Complaint

  08/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently purchased a dooney and ****** wristlet by Disney in their website. These are highly sought after items and sell out quickly. My purchase went through and l also received a free gift with purchase.When I received my package only the free gift was in the box! I paid a little over $200 to receive a $24 gift.I contacted Disney and they said they need to decide if they are giving me a refund! I still haven't heard anything from them about my refund and its been almost a week. I also tried to contact ****** but they keep wanting me to file a complaint which I did several times. Please help me get my refund back.

  Business response

  08/17/2024

  Will share with our *********************** Guest should have already received a response from DISNEYSTORE.COM. 

  Customer response

  08/17/2024

   
  Complaint: 22146639
  
  I am rejecting this response because: I have not heard from Disney or received a refund. 
  
  Sincerely,
  
  *******************

  Business response

  08/22/2024

  The Guest has filed a chargeback with their financial institute. The Guest will need to wait for the outcome of the chargeback before any assistance can be given. 

  Customer response

  08/22/2024

   
  Complaint: 22146639
  
  I am rejecting this response because:
  PayPal has denied the refund. Disney will have to authorize my refund. 
  
  Sincerely,
  
  *******************

  Customer response

  08/22/2024

  ****** said to send them a report from one of the government agencies so I filed a report with the New Jersey consumer protection office. They did not give me a report so I sent over what I submitted. I will have to file with the local police to get a report Im guessing. 

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2 young children and myself are annual Disney pass holders. When I requested a *** pass for persons with disabilities due to conditions that prevent us from standing in lines waiting (their requirement to get this accommodation), I was told that we could utilize the Attraction Queue Re-Entry accommodation and that we would be given a return time to each ride so my children wouldnt have to wait by themselves. We attempted to follow this process, but it failed miserable when the rides refused to provide this accommodation. We left the rides with my children crying. I again contacted customer service and was told that too many people request the *** accommodation and they wouldnt give it to us. It is unbelievable that a company is denying the accommodation to the people that they state it is designed for.

  Business response

  08/11/2024

  Thank you for contacting us on behalf of ***********************. Our records indicate that a Cast Member contacted **** on 07/23/2024 and appropriately addressed her concerns at that time.

  Customer response

  08/12/2024

   
  Complaint: 22121049
  
  I am rejecting this response because: On 7/23/24, I contacted Disney World requesting DAS and was told that the accommodation that I could use was the Attraction Queue Re-Entry and would be given a return time. I attempted to follow this process and was completely refused by the staff members at Disney to be given the return time. I am requesting the accommodation that I qualify for of the DAS. 
  Sincerely,
  
  ***********************

  Business response

  08/13/2024

  Thank you for contacting us on behalf of ***********************. Our records indicate that a Cast Member contacted **** on 7/23/24 and appropriately addressed her concerns at that time.

• Initial Complaint

  07/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have come into financial difficulties and can't afford to pay the annual pass for disney world anymore. I renewed my pass in April and was not having issues at that time. I have reached out to disney and they just don't care about their passholders. They have more money than they know what to do with and they are going to deny me cancelling eight months of pass? This money means nothing to them. It will pay for my water for eight months. I don't understand why they are not allowing me to cancel. If they made it easier to cancel I may consider getting a pass in the future when my finances are in better shape. As it stands, I don't want to have passes to disney and i don't want to ever go back to disney because of it. I don't want my money back. I just want them to stop drafting my bank account/credit card.

  Business response

  08/01/2024

  Thank you for contacting us on behalf of ***************************. Our records indicate that a Cast Member contacted ****** on 7/31/2024 and appropriately relayed the decision as made by our monthly payment plan partners regarding her wish to cancel her Annual Pass contract. While the Guest is upset with the results offered, it is the correct and appropriate message to address the results of their request. We apologize for their continued disappointment with the results offered, but the request has been reviewed by our Monthly Payment Plan team and no further consideration will be offered as Annual Pass contracts are not able to be cancelled.

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I would like to speak to someone in charge above managers and supervisors at Magic Kingdom because prior to my roadtrip from ******** to ******* I called your customer Service number before purchasing tickets to confirm that the website I was going to buy them from was a legit website since they offered a slight discount. The agent I spoke to confirmed it was legit it was called undercovertourist.com. I than asked her do I need proof for my son and daughter that they are under age 3 because I have a 6 month old and a soon to be 2 year old who is a little taller for his age and she told me no I do not. Long story short, I purchased the tickets from the website mentioned above for me and my husband only since my children were both under age 3. Upon arrival to Magic Kingdom on July 1, 2024 around 12pm I added my tickets to my mobile wallet through mydisneyexperience app as suggested for faster check in. My card scanned but my husband card did not because I did not add his to the app only mine apparently . I must have done it incorrectly since it was my first time. The lady said to just go to guest service and they will fix his ticket to be added to my mobile wallet. We go to guest service and a man named ****** was at the window. I told him the issue and he fixed the card for my Husband and than before walking away he says the little boy needs a ticket. I said why ? he is under 3. He asked me his birthday and I told him October 2, 2021 which will make him 2 in a few months. He proceeds to tell me that he is too big for his age and I was shocked at such a comment since his face is visibly like a baby but a little tall and speaks like a young toddler only a few words. Also , no one should ever discriminate against anyones appearance especially a child. I told him i am offended and he tells me i cannot go to the park without a ticket for him. There are a lot more details to the story, but it does not allow me to write all of this in this section so not sure what to do

  Business response

  07/26/2024

  Thank you for contacting us on behalf of ******************. 
  
  We regret ********************** continued disappointment. Our records indicate that ****************** has been contacted by several Cast Members and her concerns have been appropriately addressed. 
  
  Kindest regards
  
  Guest Experience Support & Solutions
  **** Disney World Resort

• Initial Complaint

  07/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On July 18th, my party was on Hollywood Studios and decided- as queues were long- to buy Disney offer of **************. Before buying it said we would be able to book many attractions including SLINKY and TOWER OF TERROR. AFTER buying it told us, slinky wasnt bookable - this should have been said BEFORE buying.And then, at 7:15pm, our booking, which we had been waiting all day for, was cancelled. The only two rides we wanted to NOT queue (and paid to not do that) we had to queue for and for tower of terror we didnt even get to go on. I reached out to customer service and was told that too bad for me but they wont even issue a partial refund. We spent $55.38 plus taxes my CC will charge me and wasnt given what was publicized and offered.

  Business response

  07/22/2024

  Thank you for contacting us on behalf of Ms. ******

  Our records indicate a Cast Member contacted Ms. ***** on July 23, 2024 and addressed her concerns at that time.

  Kindest regards,

  Guest Experience Support & Solutions

  **** Disney World Resort

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Stayed at Disney ********** property 6/6-6/8 2024 1. Checked in online before stay and concierge had no records 2. Concierge knew I had packages delivered to hotel because they saw it in their system and told me to wait for it. Packages did not arrive after checking in and had to go speak with them directly to get added into system for delivery a few hours after check in 3. Spoke with concierge to tell them I had a cake being delivered next day to the hotel from GF bakery and wanted no issues. Cake was going to be dropped off at 4:30 pm. A concierge manager heard my conversation and said no worries it will be delivered to room. 4:50 pm cake has not arrived yet and spoke with them. Had to make a few calls to find out it was waiting by bell hop 4. Get to bell hop and manager tried to fix by arranging a ride. Didn't tell me it was *****, to have a seat, sit in the lobby waiting for a ride and already late for my dinner reservation 5. Arranged for a Lyft ride and it came literally when the ***** ride came. Cast member outside said they were supposed to tell you it was ***** and the process of getting a ride takes longer because they don't have eta on times 6. My family has been waiting in the lobby for me because they cannot get checked in until whole party is there so I was late because of all the issues from Concierge and bell hop services 7. Housekeeping did not service my room on 6/7. Someone offered to service the room when we asked for extra towels. Seems to be an issue because checkin in on 6/6 another guest complained about it 8. Called Housekeeping on 6/8 to get face towels. Had to call 3 times for it to get delivered 9. Called bell hop services to get transport for luggage scheduled at 9 am. They call at 9:03 asking if I was ready for that transport 10. Checkout could not be done and had to wait in front desk and they just asked for room number 11. Call concierge to fix reservation time on hold for over 20 mins 12. Managers knew I was upset and offered sorry

  Business response

  07/19/2024

  Thank you for contacting us on behalf of **********.

  We regret ************** disappointment with her recent visit to the **** Disney World Resort. Our records indicate that ********** was contacted by Cast Members from our ***** Services team by phone and email on several occasions in June and July and her concerns were appropriately addressed at that time.

  Kindest regards, 

  ***** Experience Support & Solutions

  **** Disney World Resort 

  Customer response

  07/29/2024

   
  Complaint: 21999286
  
  I am rejecting this response because: $250 is not satisfactory when my hotel stay was over $2,000 for two nights. I had issues with multiple departments at your hotel property: front desk, concierge, valet/******, housekeeping. No one wants to take accountability for their actions. I do not want apologies I want to get compensated for what I deem is desirable not what some team decides based on their reports. I have called multiple times as well venting to cast members of the poor service and nothing was magical about this stay. My time should also be compensated playing phone tag with cast members because I was assigned to an individual in the beginning that their availability did not match mine. I have sent multiple long emails trying to find the right person that can handle my issues. They still deem $250 is satisfactory with all of my issues which I 100% disagree. My time waiting for transportation should also factor in because they made me late for my dinner reservation because of their lack of communication from 1 department to another is on them. Disney is going downwards in customer service or they need to train better cast members not to go off of a script. No one at the hotel property wanted me to speak with a manager that could handle my issues. They all brushed it to the side and said sorry which doesn't help me at all. 
  
  Sincerely,
  
  *************

  Business response

  07/31/2024

   Thank you for contacting us on behalf of ***********************. Our records indicate that a Cast Member contacted ******** on 6/23/2024 and appropriately addressed her concerns at that time. While the Guest is upset with the consideration offered, it is the correct and appropriate consideration to address their concerns. We apologize for their continued disappointment with the consideration offered, but is has been reviewed by our Leadership team and no further consideration will be offered.

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 26th, our family of 4 plus our niece headed to Disney for a 5 day, 4 night vacation for my daughter's birthday. We are Florida residents who have annual passes and opted to stay on-site at ************ and planned to also purchase Genie+ each day. This is relatively expensive, but we thought it would be worth it so we could get the full value of our time at the parks, ride the rides we wanted, and have time at the hotel to hit the pools.Day 1 at ***** was a bit of a disaster. We purchased Genie+ but were unable to book several of the primary rides (the reason you even purchase Genie+). ********** was down for most of the morning and when it came back it never offered ****** again for the rest of the day. Test track was permanently closed. We were actually able to book and ride frozen but it malfunctioned mid-ride and we sat for 5 minutes behind another boat in front of a frozen ****. Not the "frozen" experience we expected. Even rides we didn't want or need Genie+ for like Moanas journey of water and Spaceship earth had downtime. Bizarre day.We never would have come close to booking a Genie+ if we expected such limited use. We rode a frozen ride that malfunctioned and 3 of us ****** to bypass a 15 minute wait. It was a complete ripoff.We reached out to the merchant to resolve this issue via chat in their web app (where we booked the genie+). However, they said this was not feasible and directed us to a phone number instead *************). When calling the phone number, we were put on hold for 20 minutes and told they couldn't help us and to speak with a cast member. We attempted to talk with someone at the hotel who was incredulous at the unwillingness to assist.We were taken advantage of by purchasing a genie+ and unable to use it for rides without failure or any real advantage. When attempting to address this with the merchant, there was a complete unwillingness to address or review our concerns via chat or phone call and instead bounced around.

  Business response

  07/01/2024

  Thank you for contacting us on behalf of ****************. 
  
  Our records indicate that **************** spoke with a Cast Member in the correct department to best assist with her request on June 26, 2024. The Cast Member appropriately assisted **************** with her concerns at that time. 
  
  Kindest regards, 
  
  *************************
  Guest Experience Support & Solutions
  **** Disney World Resort
  ************

  Customer response

  07/03/2024

   
  Complaint: 21908415
  
  I am rejecting this response because it doesnt resolve the issue. We reached out to a cast member and they told us we would not receive a refund despite not being able to fully utilize our genie plus because of consistent ride failures of Disneys part. They have not contacted us otherwise and a full refund is requested or we will be filing a chargeback for services not rendered. 

  Sincerely,
  
  *************************

  Business response

  07/06/2024

  Thank you for contacting us on behalf of *************************. Our records indicate that a Cast Member contacted the Guest on 06/26/82024. On average, Guests can enter 2 to 3 attractions or experiences per day using Lightning Lane entrances with *************** if the first selection is made early in the day. Our records indicate that because ****** and her party were able to enjoy two major attractions with her Genie+ purchase, Cast Members appropriately addressed her concerns at that time.

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is my first time visiting Disney. My son works here and he kindly gave me 8 complimentary ****** tickets. I also purchased three one-park admission packages for a total of eight people. However, we encountered a problem when we tried to scan the park ****** tickets to enter Magic Kingdom. It turned out that the park ****** tickets had blackout dates for Magic Kingdom this month, which was our oversight. We were then informed that we needed to upgrade our three-day single park admissions in order to access Magic Kingdom. We ended up spending around $1200 to make the necessary upgrades.Unfortunately, the issue arose when the staff at Magic Kingdom did not properly upgrade our tickets on the Disney Experience app. As a result, all the tickets linked to the app were essentially rendered useless. Every time we tried to use our tickets from the app, we had to go to guest relations for assistance. However, each time we went to guest relations, they attempted to fix the issue but ended up making it worse. This meant that not only were we unable to enter the park immediately upon arrival, but we also had to endure several hours of waiting.Additionally, we couldn't even access virtual experiences because our accounts were only connected to the less popular rides at like Magic Kingdom. Whenever we tried to go on a ride that required us to show our tickets, there were always complications, leading to delays ranging from 20 to 45 minutes. Overall, our entire trip was ruined due to these ticketing problems, and apart from one helpful staff member at *****************, no one else at guest relations provided effective assistance. Even she was unable to fully resolve the issue. As a result, I had to extend my stay and pay for an extra day, but the problem with my tickets remains unresolved.

  Business response

  07/02/2024

   Thank you for contacting us on behalf of Tru. Our records indicate that a Cast Member contacted Tru on July 2, 2024 and appropriately addressed their concerns at that time.

• Initial Complaint

  06/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Geyser Point showed as a Disney dining plan quick service on their website but would not honor it. Per the management they hear this a lot & the website should be updated.

  Business response

  06/26/2024

  Dear ******,

  Thank you for contacting the **** Disney World Resort!

  We appreciate your interest, while Geyser Point Bar & Grill is a ************* location at Disney's Wilderness Lodge the location does not accept the Disney Dining Plan. When viewing participating locations and filtering by Disney's Wilderness Lodge for ************* the only location that displays will be Roaring Fork.

  Please see the following URL: *******************************************************************************************************************************************************************************

  Also when pulling up the location directly, for the locations that do accept the Disney Dining plan, you will see the indication - Some Dining Plans Accepted such as ****************************************************************************************************************************************************************. However, when you pull up Geyser Point Bar & Grill you will not see the Disney Dining plan mentioned at all. ****************************************************************************************************************************************************************

  ******, we hope that your visit was most enjoyable and that we will have future opportunities to entertain you and your family.

  Sincerely,
  
  Raven
   
  Sales and Solutions 
  **** Disney World Resort 
   
  
  PLEASE NOTE: All information is subject to change without notice and should be confirmed just prior to your visit.

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 7th, my main Disney account(******************************) was deleted. I did not request it to be deleted as I had some tickets on it. Thankfully customer service was able to get a new ********************** created with *********************************** and move the tickets. The fact that the account was deleted angers me and I am frustrated that I had to go through this whole process.

  Business response

  06/26/2024

  Thank you for contacting us on behalf of Mr. ********.
  
  Our records indicate that a Cast Member spoke with Mr. *************;on May 7, 2024 and appropriately addressed his concerns at that time. 

  Kindest regards, 

  Guest Experience Support & Solutions
  **** Disney World Resort 

   

  Customer response

  07/15/2024

  I would like this complaint reopened. I never received any emails about it other than it was received.

   

  l do not agree with the companies response. Yes they helped me on May 7th and had to create a new account and move the tickets I had to it, but the fact of the matter is they deleted my account in the first place. They are taking 0 responsibility for this and that is unacceptable. Also I just found out that all my 4500ish Disney insider points are gone with that account deletion so those need to be reinstated as well. 

  Customer response

  07/15/2024

  Date Sent: 7/15/2024 8:09:01 AM
  

  I would like this complaint reopened. I never received any emails about it other than it was received.

   

  l do not agree with the companies response. Yes they helped me on May 7th and had to create a new account and move the tickets I had to it, but the fact of the matter is they deleted my account in the first place. They are taking 0 responsibility for this and that is unacceptable. Also I just found out that all my 4500ish Disney insider points are gone with that account deletion so those need to be reinstated as well. 

  Business response

  07/17/2024

  Thank you for contacting us on behalf of ********************.

  We regret ************************ continued disappointment. Please be assured that ******************** was assisted by a Cast Member with our Internet Help Desk team on May 7, 2024 who appropriately and fully addressed his concerns.

  Kindest regards, 

  Guest Experience Support & Solutions

  **** Disney World Resort

  Customer response

  07/17/2024

   
  Complaint: 21879576
  
  I am rejecting this response because: It doesnt matter that they fixed the issue on May 7th. The fact of the matter is my account was deleted by Disney for no reason. The fact that I had to get it fixed is something that should not have had to happen. They are ignoring this fact which is really disappointing
  
  Sincerely,
  
  ***************************

  Business response

  07/22/2024

  Thank you for your continued correspondence.
  
  We regret ************************ continued concerns. However, please be assured ************************ concerns have been appropriately addressed.
  
  Kindest regards,
  
  Guest Experience Support & Solutions
  
  **** Disney World Resort
  

*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. ↩