ComplaintsforShop Disney

• Initial Complaint

  08/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I shipped out a package to return to Shopdisney, using the label that I paid shipping for. As per their ridiculous return policy. The package arrived on the 15th of July. 2 weeks later, I contacted Shopdisney about my return but they have no clue what I am talking about. Because they make their buyers pay for returns, it cannot be tracked on the agents' computers. So now I am stuck waiting over 2 weeks for a refund. I am seriously upset because ****** is also waiting for a return of the money, too. The package is sitting somewhere in their warehouse and they can't even find it.

  Business response

  08/15/2024

  The Guest was issued a full refund of $38.25. The refund was issued to the original payment method used on the order. We have reached out to the Guest to advise them the refund has been issued and to advise of refund time frame of 3-5 business days to allow the *********** to process the refund. 

  Customer response

  08/15/2024

   
  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

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I placed order #********** on 3/21/2024. I received an email a few days later saying payment could not be processed for my order even though half of it had already shipped. I chatted in through shopdisney.com and was told there was no issue with my account and the rest of my order would be shipping out soon. Fast forward to 5/13 when I placed order #********** and immediately received an email stating my payment could not be processed. I chatted in and spoke with *******, who told me I had a balance of $5.78 on my account. I was never made aware of this per my conversation around 3/21. ******* could not answer why I still owed sales taxes from a previous order and why they could not charge the original card on file with that order placed on 3/21. I called in to settle the balance on my account. I entered my credit card information through the phone, and just as the cast member confirmed the payment was being processed I was disconnected. I called back and the different cast member I spoke to told me there was a processing payment on my account, and my balance was settled. I chatted in on 5/17 and was told there was still a balance on my account despite being told my balance had been settled and my account was up to date. My order placed on 5/13 was still not showing any changes in status or shipment. I have never had such a hard time paying a balance on my account, and it is extremely frustrating to 1) not get answers about why I have a balance in the first place, 2) be told my account is up to date when it really isn't. I would like my account balance to be settled. Your cast members clearly need to be re-trained on what they are looking at in your systems, and how to enter notes on accounts/customer cases. It is incredibly tedious to call in and I am also upset I have not received any communication in the mail about a balance owed on my account, especially since it has been there since the end of March.

  Business response

  06/04/2024

  We have stared a resolution on their order and reached out to the Guest via phone (voicemail left) and email.

  Customer response

  06/08/2024

   
  Complaint: 21726348
  
  I am rejecting this response because:

  I would like my account brought up to date and all holds released. I tried in good faith to pay the $5.78 and was told twice by customer service reps it was taken care of. 

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

• Initial Complaint

  05/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I repeatedly send this message via the Shop Disney app and get NO REPLIES:Order PLACED AND PAID:Encanto Dress for Women Size Large; ID: ************ ORDER #**********. Ordered and Paid $121.92 OVER A MONTH AGO, on March 25, 2024. *** indicates label started but they are still waiting to receive the package (*** Tracking# 1ZB37G650327693003 03/28/2024 06:30 AM US). WHY HASN'T THIS SHIPPED AND WHY HASN'T DISNEY UPDATED ME? When WILL it ship?!

  Business response

  05/28/2024

  Reached out to guest, left voice message due to nobody answered.  Emailed our guest as well.  I will continue to reach out to guest for further assistance.  We have the item in stock, so we will either replace the item with express shipping or process full refund.  Thank you.  

  Business response

  05/29/2024

  We have issued Guest a full refund for the order.

  Customer response

  05/29/2024

  May 29, 2024
  
  UNBELIEVABLE. After putting me off for over two months, AS WELL AS their delay in responding to The BBB's inquiry, Shop Disney has the audacity to insinuate that I failed to respond? Their remark about calling and that I did not answer*, so they left a message, is quite disturbing!
  *(In *******, it is ILLEGAL to answer/speak on the phone whilst driving!). 
  
  FOR THE RECORD, here is the "contact history":
  
  > March 25, 2024: Order placed. $121.92 paid;
  
  > [Interim between March 25, 2024, through May 28, 2024.  NO replies/communications ever received from Shop Disney, who HELD our payment, yet NEVER brought the item to *** to be delivered]. BBB also indicated that Shop Disney was NOT returning THEIR calls;
  
  > May 28, 2024 (10:45am EST) : Call/Voicemail from Shop Disney;
  
  > May 28, 2024 (1:02pm EST) : SECOND CONSECUTIVE CALL/ Voicemail from Shop Disney;
  > 
  > May 28, 2024 (5:03pm EST) : _**MY REPLY TO SHOP DISNEY**_ (transcripts attached);
  
  > May 29, 2024 (10:38am EST) : Three emails from "guest.services" at Shop Disney - MAKING THE SITUATION EVEN WORSE! 1) Shop Disney is pretending the item WAS sent (reminder, *** indicated the item was never given to them to ship IN THE FIRST PLACE by Shop Disney); 2) Shop Disney is misrepresenting circumstances by claiming *** LOST the package (that they never received) AND 3) Shop Disney, in their message this morning (5/39/2024) is giving me instructions on "how to return the item" - THAT WAS NEVER SHIPPED IN THE FIRST PLACE!
  
  NOTE: OBVIOUSLY I DO NOT accept the "reply" from Shop Disney. I DO NOT HAVE MY MONEY BACK (and I do NOT want a refund method that forces me to "buy something else from Disney"). I asked them to send a check, as our bank issued new debit/credit cards this month, different from the account# at the time ******************** TOOK our money TWO MONTHS AGO!
  
  
  ALSO, THEIR EMAIL INDICATES THEY ONLY INTEND TO GIVE ME A PARTIAL REFUND ($106.99 WHEN I PAID $121.92)!
  
  
  I attached a PDF of the email string May *****, 2024 (YES, I DID reply immediately and used the email address and reference# given to me by "****" at Shop Disney in her email on May 28, 2024. 
  
  It is VERY disturbing at HOW LONG and TO WHAT GREAT EXTENTS that Shop Disney is taking - both in their interactions with The BBB, as well as myself - to MISREPRESENT their own inactions, as well as to DELAY our refund - EVEN TO WITHHOLD part of our payment/refund, as indicated above. 
  
  Finally, it comes as no surprise that SINCERE apologies, concessions and ethical business/customer service is so grossly lacking at ********************. 
  
  
  

  Customer response

  05/29/2024

  May 29, 2024
  
  UNBELIEVABLE. After putting me off for over two months, AS WELL AS their delay in responding to The BBB's inquiry, Shop Disney has the audacity to insinuate that I failed to respond? Their remark about calling and that I did not answer*, so they left a message, is quite disturbing!
  *(In *******, it is ILLEGAL to answer/speak on the phone whilst driving!). 
  
  FOR THE RECORD, here is the "contact history":
  
  > March 25, 2024: Order placed. $121.92 paid;
  
  > [Interim between March 25, 2024, through May 28, 2024.  NO replies/communications ever received from Shop Disney, who HELD our payment, yet NEVER brought the item to *** to be delivered]. BBB also indicated that Shop Disney was NOT returning THEIR calls;
  
  > May 28, 2024 (10:45am EST) : Call/Voicemail from Shop Disney;
  
  > May 28, 2024 (1:02pm EST) : SECOND CONSECUTIVE CALL/ Voicemail from Shop Disney;
  > 
  > May 28, 2024 (5:03pm EST) : _**MY REPLY TO SHOP DISNEY**_ (transcripts attached);
  
  > May 29, 2024 (10:38am EST) : Three emails from "guest.services" at Shop Disney - MAKING THE SITUATION EVEN WORSE! 1) Shop Disney is pretending the item WAS sent (reminder, *** indicated the item was never given to them to ship IN THE FIRST PLACE by Shop Disney); 2) Shop Disney is misrepresenting circumstances by claiming *** LOST the package (that they never received) AND 3) Shop Disney, in their message this morning (5/39/2024) is giving me instructions on "how to return the item" - THAT WAS NEVER SHIPPED IN THE FIRST PLACE!
  
  NOTE: OBVIOUSLY I DO NOT accept the "reply" from Shop Disney. I DO NOT HAVE MY MONEY BACK (and I do NOT want a refund method that forces me to "buy something else from Disney"). I asked them to send a check, as our bank issued new debit/credit cards this month, different from the account# at the time ******************** TOOK our money TWO MONTHS AGO!
  
  
  ALSO, THEIR EMAIL INDICATES THEY ONLY INTEND TO GIVE ME A PARTIAL REFUND ($106.99 WHEN I PAID $121.92)!
  
  
  I attached a PDF of the email string May *****, 2024 (YES, I DID reply immediately and used the email address and reference# given to me by "****" at Shop Disney in her email on May 28, 2024. 
  
  It is VERY disturbing at HOW LONG and TO WHAT GREAT EXTENTS that Shop Disney is taking - both in their interactions with The BBB, as well as myself - to MISREPRESENT their own inactions, as well as to DELAY our refund - EVEN TO WITHHOLD part of our payment/refund, as indicated above. 
  
  Finally, it comes as no surprise that SINCERE apologies, concessions and ethical business/customer service is so grossly lacking at ********************. 
  
  
  

  Customer response

  05/29/2024

   
  Complaint: 21671534
  
  I am rejecting this response because:
  

  March 25, 2024: Order Placed/$121.92 Paid;

  May 29, 2024: Order never was shipped. Over 2 month wait for ANY reply from Shop Disney. STILL no refund AND NOW SHOP DISNEY IS INDICATING ONLY A PARTIAL REFUND (only $106.99 out of the $121.92 paid - OVER TWO MONTHS AGO!). 
  
  UNBELIEVABLE. After putting me off for over two months, AS WELL AS their delay in responding to The BBB's inquiry, Shop Disney has the audacity to insinuate that I failed to respond? Their remark about calling and claiming that I did not answer*, so they left a message, is quite disturbing!
  *(In *******, it is ILLEGAL to answer/speak on the phone whilst driving! WHICH EXPLAINS WHY WE HAVE VOICEMAIL). 
  
  FOR THE RECORD, here is the "contact history":
  
  > March 25, 2024: Order placed. $121.92 paid;
  
  > [Interim between March 25, 2024, through May 28, 2024.  NO replies/communications ever received from Shop Disney, who HELD our payment, yet NEVER brought the item to *** to be delivered]. BBB also indicated that Shop Disney was NOT returning THE BBBs calls;
  
  > May 28, 2024 (10:45am EST) : Call/Voicemail from Shop Disney;
  
  > May 28, 2024 (1:02pm EST) : SECOND CONSECUTIVE CALL/ Voicemail from Shop Disney;
  > 
  > May 28, 2024 (5:03pm EST) : _**MY REPLY (email) TO SHOP DISNEY**_ (transcripts attached);
  
  > May 29, 2024 (10:38am EST) : Three consecutive emails were received from "guest.services" at Shop Disney this morning - MAKING THE SITUATION EVEN WORSE!

  1) Shop Disney is pretending the item WAS sent (reminder, *** indicated the item was never given to them to ship IN THE FIRST PLACE by Shop Disney. Only a label was created, the item was never given to *** by Shop Disney);

  2) Shop Disney is misrepresenting circumstances by claiming *** LOST the package (that they never received) AND

  3) Shop Disney, in their message this morning (5/39/2024) is giving me instructions on "how to return the item" - AN ITEM THAT WAS NEVER SHIPPED IN THE FIRST PLACE!
  
  NOTE: OBVIOUSLY I DO NOT accept the "reply" from Shop Disney. I DO NOT HAVE MY MONEY BACK (and I do NOT want a refund method that forces me to "buy something else from Disney"). I asked them to send a check, as our bank issued new debit/credit cards this month, different from the account# at the time ******************** TOOK our money TWO MONTHS AGO!
  
  
  ALSO, THEIR EMAIL INDICATES THEY ONLY INTEND TO GIVE ME A PARTIAL REFUND ($106.99 WHEN I PAID $121.92)!
  
  
  I attached a PDF of the email string May *****, 2024 (YES, I DID reply immediately and used the email address and reference# given to me by "****" at Shop Disney in her email on May 28, 2024. 
  
  It is VERY disturbing at HOW LONG and TO WHAT GREAT EXTENTS that Shop Disney is taking - both in their interactions with The BBB, as well as myself - to MISREPRESENT their own inactions, as well as to DELAY our refund - EVEN TO WITHHOLD part of our payment/refund, as indicated above. 
  
  Finally, it comes as no surprise that SINCERE apologies, concessions and ethical business/customer service is so grossly lacking at ********************. 

  IN SUMMARY: More than two months for Shop Disney to give ANY kind of reply (excuses) AND THEY STILL HAVE OUR MONEY (for over two months).

  
  Sincerely,

   *************************

  Business response

  06/04/2024

  The Guest has been assisted.  The Guest has received a refund of $121.92.  Guest has confirmed receipt of the refund on 5/30/24.

  Customer response

  06/14/2024

  I DID reply - in the following email that was sent on June 3, 2024:

  To *****************************************

  June 3, 2024
  Re: Complaint #*******
  Please be advised that, even though a refund was FINALLY posted to our account (on May 31, 2024), we will NOT change our rating of UNSATISFACTORY(excerpt)
  

  The email referred to ShopDisneys initial long delay and refusal to return our initial inquiries, as well as The BBBs initial contacts. The unacceptably long period of time ShopDisney took and kept our money without even shipping the item or updating us (theft). They even tried to short our refund, claiming we paid less than we did (eventually they claimed they suddenly realized we DID pay more than their refund offers). 

  An intended gift for a family member from a company who boasts themselves as being magical and the happiest place on Earth, was botched, ignored, never shipped, falsely (later) implied as being lost by the carrier **** NEVER RECEIVED the item from Shop Disney - as with us, waited for over two months - NEVER having received the item). OVER TWO MONTHS to finally get our wasted money back .

  This was all the ANTITHESIS of superior customer service. 

  We DID reply (June 3) - did The BBB ALSO not read their mail?!

   

• Initial Complaint

  03/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  shopDisney Order No: ********** On January 8, 2024 I placed an online order for 2 pairs of Pluto with ******************* Holiday Jogger pants for adults. Size XXL ; Item ID *************** January 12, 2024 I returned the Jogger pants via ***** tracking # **** 6124 3562 4012 3158 57 to the shopDisney return center at ****************************************************************** and requested the refund be applied to the credit card used. The **** package was delivered to the ********, ** facility on January 15, 2024 at 9:48 AM.On February 17, 2024 I send another request for reimbursement and enclosed copies of correspondence sent with the returned merchandise, along with the **** receipt and email confirmation of my original order.To date my credit card has not been reimbursed for the merchandise. I want the return of $37.46 applied to my credit card.Any assistance you can provide to accomplish this is sincerely appreciated.

  Business response

  03/18/2024

  Refund was issued to guest and communication sent to guest with refund details

  Customer response

  03/22/2024

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

• Initial Complaint

  02/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is in regard to Order #********** placed on 11/21/23 and still have NOT received an item that was supposed to be a Christmas gift - the Mickey ***** train (ID: *************. Ive reached out to ShopDisney multiple times, asking for an update and was told a ***** label was created however, the item is still in one of their warehouses. It has been nearly 3 months by now and still nothing.

  Business response

  03/14/2024

  Was able to locate the item. Will be shipping to guest in ***** business days.

  Business response

  03/14/2024

  Was able to locate the item. Will be shipping to guest in ***** business days.

  
  

• Initial Complaint

  02/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed an order back on September 1st 2023 for 2 products totaling in $205.65 that was delivered to the incorrect address. I contacted shopdisney and was told to file a claim with *** which is the shipping carrier responsible for the package.After filing the claim i received a call the next day that my claim was approved and was waiting for the paperwork to be filed and submitted on Disney's end. When i first contacted about this shopdisney told me they would be aware and updated of every step of the process yet after receiving the call from *** i waited a week for an update from Disney yet didnt receive anything. I had to contact disney back and ask for a status update just to be told *** denied the claim which isnt true since the tracking information till this day (5 months later) still says claim in progress because disney still has not submitted the paper work needed to ***. Everytime i contact *** im told the same thing that disney needs to submit their paperwork but everytime ive contacted whether its through live chat, phone and email disney refuses to do what ive asked so i can be refunded. Order **********

  Business response

  03/14/2024

  ***** has filed a chargeback with bank. Not able to refund.  

  Business response

  03/14/2024

  Guest has filed a chargeback with bank. Not able to refund.  

  Customer response

  03/14/2024

   
  Complaint: 21269023
  
  I am rejecting this response because: I was told by multiple agents to contact my bank and dispute the claim which was denied because of the information sent by Disney. Ive provided 2 screenshots of email communication telling me to dispute it and 1 from when i messaged shopdisney through ********  Ive done everything possible asked of me yet they still wont 1. file the claim with *** since per the agreement between shopdisney and *** the sender has to be the one to file the claim or 2. Refund me for the lost package.
  
  Sincerely,
  
  *************************

  Business response

  03/18/2024

  Since the guest has disputed the charge with their bank, we are unable to issue a refund at this time. Please follow up with your bank on the disputed charge.

  Customer response

  03/19/2024

   
  Complaint: 21269023
  
  I am rejecting this response because:
  Im not sure if you read my response or not. I just stated that i was told by 3 different agents to dispute the charge with my bank. My bank doesnt dispute for my reason of lost packages. So i dont get how me disputing the charge which i was told to by shopdisney agents has anything to do with my order being refunded which ive been requesting BEFORE i even dispute the charge.
  Sincerely,
  
  *************************

• Initial Complaint

  02/06/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I have reached out to Disney gift card services multiple times weeks back and they never followed up with my last email. I purchased 2x $250 Disney eGift Cards from ****** online which when we tried to use it, they both have $0 balance. Over the phone with gift card services said they were combined to 1 card then spent in *******. We never left **********. They gave me an email to send in my email receipt and the 2 e-gift cards. Waited weeks and they told me I have to work with ******. I replied back and sent them a screenshot of the sales term on costco.com website. And it says to contact Disney gift card services asap when card is lost or stolen for replacement. And haven't received a follow-up after my response.

• Initial Complaint

  01/20/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I placed 2 orders on 11/25, and made several calls to Disney from 11/25 to 11/27 hoping to cancel my order to place a new one. The call kept getting disconnected saying that all cast members are currently helping others and it would automatically hang up. I finally got connected to ******* on 11/27 at 1:58pm PST. She said they were unable to cancel the orders, but to return them after I receive them at no charge. I placed another order on 11/27. All of the 3 orders were significantly late. Upon receiving them, I called Disney and got 3 return labels. I packaged them up very nicely and even printed out a list of all of the return items, cut it out, and pasted it on the return slip. Since I made a duplicative order, all of the items were also still in the protective plastic wrapping that Disney sent them in.For 1 order I received an email stating a refund was issued for $74.22. Yet, I received only $26.78 of that. I contacted Disney several times about my refund which totals $231.25 for 3 orders and they told me it would take 2 to 3 weeks to process. I finally got an email that said "Upon further investigation, the warehouse was unable to locate your returned packages either because they were not properly identified, nothing was inside or items not corresponding to the order were inside the package. Please contact your card issuing bank for further assistance."I am shocked at the response and spent so many hours researching what has happened. For some reason, Disney charged my account over 7 different transactions for the 3 orders, and I have been piecing together which transaction I need to dispute. My credit card company only allows me to dispute 3 at a time, so I am waiting to dispute the other transactions. This has wasted so much of my time, so many attempts at calling them and chatting with a rep for hours. I am shocked and disappointed at how bad my experience was and can not get myself to purchase from the online store again.

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This company continues to take orders and money from the customer and does not send the product. I placed order #********** on 1/10/2024 for $74.28. Today is 01/19/24 and I haven't received any order. No tracking has even been created for this order and it has been 9 days since placing this order and they charged me this money $74.28. I called today and was told that there are none of these items available. They were available when I placed the order on 01/10/24 at 8:37 pm. I placed this order #********** on 01/09/24 and today is 01/10/24 and I still have not received this order either. They took my money and I don't have any order. Why would my order take more than 3 weeks to receive if they sent it?I returned an item from this Order #********** (item #ID: ************ - $54.60 (and sales tax). I called Shop Disney.com to get a return label and was told to drop this item off at *** store **************************************. The tracking number is *****************. Where is my refund?Since this company has changed warehouse, I have had a lot of issues with items that I have ordered. Looks like this company is not monitoring or tracking products coming in or going out of this company. **** ************* Services. I read some other complaints, and they all say some of the same things.

• Initial Complaint

  01/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On October 19th, 2023 I placed an order on ShopDisney.com (WITH **** that I never received. Usually I only have ever had delivery issues with *****, but don't get me started on their overall incompetence. I did try to put in several lost package forms online because I can't connect to a human even when I provided the tracking number. I hate that. But I basically couldn't do any of the stuff that I have to do to get a hold of anyone or file a loss of package. It wouldn't allow me to do file one? Never seen that before. Anyway. This order was almost ****** (******) to be exact. Most of those items are sold out given they were holiday time and went on sale for Black Friday/Cyber Monday or any other sales they have had from the time I ordered. So I can't have them reship (which I asked them to do) But they said I have to file with *** which I was having some issues with. Requesting my full refund. I can provide the tracking number but wasn't sure if I should here.

  Customer response

  02/03/2024

  *** emailed me that they are in touch with ShopDisney and they will reach out to me I think. But I don't know for sure if they were going to reach to me.

  Business response

  02/15/2024

  We have issued a refund to the guest. 

  Customer response

  02/16/2024

   
  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 truly appreciate the help. The only reason I had to write in was because I was having an issue with *** filling a claim, and usually *** isn't a problem. But when I had reached out to ShopDisney they seemed ready to assist / ******, but the second time I called I didn't get help, they just informed me to call ***. And then when I reached *** by phone after no luck despite having my tracking number, it wouldn't work, there had been tons of sales for the items I ordered and they were sold out. 

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

*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. ↩