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Disney Store Customer Service Phone, Email, Contacts

Disney Store
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4.2 421 Reviews

Disney Store Complaints Summary

3 Resolved
81 Unresolved
Our verdict: If considering services from Disney Store with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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L
1:00 am EST

Disney Store disney store is a bad site

I ordered a toy from Disney Store as a birthday present for my child and they charged my card right away. Time passed and there was no information about my order. Besides, they didn't even give me a payment confirmation and I didn't receive a tracking number. I was not able to contact customer service no matter how many times I tried.
Then I went online and tried to find some additional contacts but instead of that I found all these reviews. I lost my hope and it looks like I was scammed as many others. Disney Store is a bad site, please don't buy from them!

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7:23 pm EST
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Disney Store disney store princess leia doll

Hi Disney
My daughter has been saving her money and by the end of Hanukkah she had enough money so we thought, to buy a 12" Princess Leia doll exclusively sold at the Disney Store. When we got there tonight there were a bunch of dolls put on the wrong display with some other figures that cost $14.99. She not knowing, lost her mind that she had enough money but after we inquired we realized that the dolls were on the wrong display and that the price was actually $35. She was heartbroken as we as a family love Star Wars. My husband I grew up loving the movies and have shared that love with my son and daughter. I had asked the manager of the Roosevelt Field Mall in Long Island NY if he could honor the sale price which was just last week (I would of kicked in the extra so she could get it) but he said no in front of my daughter and proceed to infur it was because Carrie Fisher died. I was so shocked and stunned I didn't know what to do other than tell my sincerely sad 6 year old daughter we would help her save more and come back. I am writing because after thinking about it realized that is not what Disney stands for (making a silly profit over someone's untimely death) not sure where to go from here but thought I would reach out.
Sincerely
Jennifer Clark
Mother of Disappointed Child

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N
3:32 am EST

Disney Store arribas brothers glassware

My Daughter gave two of the above glasses to my wife and I as Christmas presents, and the quality of both glasses are shocking! When purchasing an item in the Disney Store, the last thing on your mind is to inspect the quality. However just recently my family have had to return several items to different Disney Stores for quality related issues.
One of the glasses featuring the Cheshire Cat has a crack in the glass and several pock marks. The other glass featuring Tinkerbell also has pock marks embedded in the glass and an uneven base.
My Children have been brought up with Disney; having made several trips to the Florida Resort, and have come to associate the brand with loyalty and trust. I'm not sure what's going on in your organisation; but the quality of the goods are shoddy and what's more your Sales Staff make out that they are doing the general public a massive favour when they do exchange an item, by saying "you should have checked the item before leaving the store." - When trading in the UK items have to be; of merchantable quality and fit for purpose. This appears to be lost in translation at the moment in your Store.
It's a shame, if the Disney Corporation is now fuelled by GREED!
Yours Disappointedly Nigel Phillips.

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J
11:41 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Disney Store products not received, lack of communication, lied about delivery dates

I ordered SEVERAL items from the disneystore.com on 11/26/2016. After 11 business days I reached out to them asking for an update on my order (considering they say they will notify me in 24 hours if something is not available and allow 9-11 business days for delivery). The CSR said my order was still processing and she will call me back in 1-2 business days. Two and a half business days pass and no response from them as promised. I call them again on business day 13. The CSR I spoke with had no idea why "it's still processing". Today, on business day 14, I get an email saying three of my seven items are no longer available. I tried calling corporate and gave me the same customer service number to call. So, now, 10 days away from Christmas, I do not have what I need and cannot get it online. Disney claims to be so concerned about making everything "magical". How about living up to your end of the bargain?

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D
1:19 am EDT

Disney Store never again will I order from disney!

I called Disney Store and told them that I need them to deliver on a certain date and asked if that was possible and they said yes. So I placed an order and bought a birthday present for my little daughter. Her birthday already passed and her present never arrived. Called them many times and all I got was fake promises. They said that my order was already on its way and that I will get it soon. I am so disappointed. Wanted to make ma daughter happy, and it's really sad that her present did not arrive on time.

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11:49 pm EDT

Disney Store crazy shipping fees

Wanted to order some toys for my daughter and found Disney Store. I have purchased three items from www.disneystore.com and paid $25 for shipping. The total cost of the merchandise I bought was about $50. I received my order in reasonable time and quality was great, but then I was charged again! When I contacted customer service they told that additional $30 was a duty fee. So in the end I paid $50 for toys and $55 was wasted on shipping! Absolutely ridiculous!

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M
9:27 am EST

Disney Store i'm very disappointed.

I wanted to purchase Christmas gifts for my children. It took some time finding the perfect items. I spent about two hours and because they have really big amount of merchandise on their website. So I placed my order and bought some products. I paid about $700 for all. It was 25 days before Christmas. According to the information on their website 25 days is enough for shipping. One week later I called Disney to know where the order was since it states 10 days for shipping. They said that there was some kind of problem and they cancelled my order. They also told they were trying to call me many time and even sent me a message. That was strange, because nobody called or emailed me. They said, that I can make an order again and they will provide me priority shipping which would guarantee my items to arrive till Christmas. I placed an order again. Well, today is December 15 and my items have not arrived. I called Disney again and they said, "We are very sorry, but we forgot about your priority shipping, but you'll get your products soon.”. I don't know what to do or how will explain this to my children. It's Christmas soon, but I do not have any of those gifts. I'm very disappointed.

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I
1:26 pm EDT

Disney Store cs /accounting

We have purchased Disneystore.com items. The items were returned to them. Almost 2 weeks now, we have not received the refund. Every time we called CS, we were told to check with our bank. All the CS were reading the same script, because all of them gave us the exact same answers - "Please check with your bank we did credited the refund to your account". We finally have to open a dispute case with our own bank. Meanwhile Disney is collecting interest on our money. How UNETHICAL! Never do business with company! They could hold your money up to 90 days!

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Update by Ito123
Oct 19, 2015 1:28 pm EDT

Unethical!

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R
9:31 pm EDT

Disney Store online ordering w/ a gift card

I attempted to place an order on line to the Disney Store with a $150.00 giftcard. My order came to $109.00, and when attempting to check out I was told I HAD to enter my credit card information in case there was not enough money on the giftcard. I called customer service and she said you can not order without credit card information, it was policy. What kind of policy is this. I have used gift cards on line for years without someone demanding my credit card info. It should only be necessary if I was charging. Is this legal? I think it is just another way of getting more information from us and to sell it. If this is their policy, I will not be shopping at the Disney Store.

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ShoShauna
, US
Sep 30, 2015 7:48 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I had the same exact issue today. My 4 year old daughter received a Disney gift card from my sister for her birthday. My daughter and I went on to Disney Store.com and placed an order. She was so excited she loves Disney Jr. I went a couple of dollars over; therefore, I put in a prepaid card in to cover the difference. I received a call and then an e-mailing stating that I had to give them a credit card to cover the entire bill. I was so confused. Why would I pay for the items when my sister has already paid for the Disney Gift Card. I was told that this is their policy. I could not provide an alternative form of payment and my daughter's birthday gifts were cancelled. How can someone get a GIFT card and be expected to pay for the gift themselves. What kind of company would not stand behind their own gift card. I am returning the Disney Gift Card to my sister and insisting that she get her money back. What is the purpose of purchasing the gift card if you have to pay for the gift. Disney is always talking about making dreams come true. Well none of daughter's dreams of getting those Disney items came true. I am so disappointed. This was my first experience with a Disney Card and it will be my last.

ComplaintsBoard
L
2:22 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Disney Store delivery failure

Item ordered was not securely delivered. Tried and tried and tried to get some response from the Disney Customer Service re how to remedy what has become a very disappointing birthday for a young relative,
but absolutely no response at all. Cancelling the charge doesn't mean a thing to them. So disappointed, that like my niece, I could cry. Won't again make the mistake of trusting what used to be a reputable company. Also - note that the delivery was to have been made by UPS. They require no signature, and also don't care if something is stolent. Consider it "delivered" even though it might have simply been left on an apartment building stoop. The world needs to know.

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5:11 pm EST
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Disney Store 'complaint on disney system error of double billing (correction by crediting) causing customer cash loss

A web order was placed with Disney Store and after the delivery is done. A mail is received from Disney Store.

"Regrettably, we experienced some system errors causing you to be billed twice. However, we have issued a full credit of $240.53 to correct the error. This is not an example of the quality service we wish to provide and we hope that you find this to be an isolated incident. Please accept my apologies for any inconvenience this may have caused."

It was then found out that due to the double billing and the respective credit transaction, a loss in local currency (around USD10) was found and then reported to Disney Store to seek for resolution. And a further reply is received.

"We appreciate your interest in DisneyStore.com. I would like to offer you a $10 online gift card for the inconvenience." and a further mail

"We are delighted to have received your recent email and we appreciate your interest in DisneyStore.com. Yes it was a system error on our part, all we can do is offer you the $10 c/l since we returned the money to your card already"

The feedback is finally a Disney System error with $10 gift card which you can only use on further purchases from a store which have caused you actual cash loss. Can this call an offer? Finally there is no compensation at all. A well known brand "Disney" which has System error and no regret in causing customer loss. Will you shop more?

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S
10:50 am EDT

Disney Store Rude and unhelpful managers

This will be our last visit. We are tired of grunts and rolling of eyes from people who have apparently been there too long to answer questions on Ariel beach towels.

Does Disney not train its non-theme park store personnel in courtesy? If the manager is annoyed by customers, Disney Store, PLEASE get a new manager.

You are loosing a lot of business because we were not the only family who walked out today in dismay.

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1:27 pm EST
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The complaint has been investigated and resolved to the customer’s satisfaction.

Disney Store bad service

I ordered a DVD through disneyshopping.com - a few days later its listing changed to 'out of stock.' I assumed my order would still be honored because, as stated in the e-mail I received, 'If an item becomes unavailable, you will be notified by email within 24 hours.' However, 9 days later, I checked the status and noticed it hadn't shipped yet.

I e-mailed their CS and made an inquiry about the order. 24 hours later, I was notified that the item was indeed out of stock, and I would never get it. When I replied and asked why I was not informed of this like their e-mail said I would be, I never received any reply at all. Very poor CS, and it seems they need to keep better track of their inventory.

To add insult to injury, I now get spammed 1 or more (!) times a day with disneyshopping.com e-mail. Even though I unsubscribed to their e-mails nearly 2 weeks ago, I'm STILL getting them. I finally had to just tell GMail to spam them, unfortunately.

At least my credit card was never charged.

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Y
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Yahaira Cruz
, US
Oct 16, 2019 10:04 pm EDT

Compre 4 libros por 1 dollar y ahora estan haciendo transacciones por 21 algo, , ya van 2 veces que lo hacen, , estoy bien molesta con esto, ,

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buzzamy
, US
Oct 14, 2019 5:40 am EDT

i really just need a response !
order # [protected]
cant believe a company as big as yours is this impossible to get a hold of and confirm a package.
THIS IS NOT A MAGICAL EXPERIENCE like all of your staff and recordings keep saying while I wait on hold and get NO WHERE. I think i ordered this 2x and yet have no confirmation email.

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Jessxvf
, GB
Oct 27, 2018 3:32 pm EDT

Was brought a Winnie the Pooh babygrow as a gift and when I came to put it on my baby the nail part of the tag was inside the feet of the babygrow! Your staff should have removed this. It drew blood from my hand but luckily it didn't hurt my baby as I checked before putting it on him.

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mrsroberts11
, US
Oct 28, 2018 3:20 am EDT

Hi, I purchased this for my son a month ago, since he has been wearing it is have noticed that the cuffs around his wrist have lost there shape also the stitching around the pockets have started to become lose. I am highly dissatisfied with the product please can you resolve this. Regards Clarissa

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Leegavin
, US
Sep 05, 2018 2:24 pm EDT

The workers treat all black people really horrible The are racist they follow you around the store file false reports on black women I was being watched and treated so wrong. The workers of this store is crazy North homestead mall in Cleveland Ohio

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Katee Rose
, US
Aug 20, 2018 5:37 am EDT

Me my two year old were at square one location and I bought her bag and a summer hat... when I got home I was about to pass her the hat and saw the other side of security tag left on it! It is a VERY sharp nail... she could have really hurt herself. I'm upset and truly scared. If I would have given the hat to her she would have been hurt.

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Kevin R. Rich
, US
Jul 16, 2016 11:34 pm EDT

Regarding the Disney Store#00939 705 South Grand Central Parkway, Las Vegas, NV 89106
My wife and I were purchasing items for our grand daughter at the above store. As we made the purchase Ellen D. was our cashier and I had not signed the back of my credit card, so she loudly asked to see ID and my drivers license was at the mall office since I had rented a wheel chair for my wife who is disabled. Ellen was loud and rude. She had just told my 15 year old grandson to get off the counter since he was merely leaning on it. Luckily some one working with Ellen was embarrassed enough for her hateful attitude to compare a signature on another credit card I had and allow the purchase. If it wasn't for my grand daughter I would have told Ellen where she could put my items purchased. I won't be back to any Disney store ever because of Ellen D. She need to be fired. She shouldn't be working with the public.

Kevin Rich (rtoorich4u@aol.com)

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yslasm
Rosemead, US
Sep 17, 2014 8:20 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

100 cidadel dr. commerce, ca store number 00860.

My wife walked in the store and wanted to buy a shirt for my son so I gave her the Chase liquid card that the family uses that I put money on it so all family members can use it. This is like a prepaid but from a bank attached to myaccount. It comes with no name so it works like a prepaid. The cashier started questioning my wife as to how did I get this card and she stated it a prepaid card from chase. The lady state acted as if she stole this card. / So she called my cell which I was setting outside in the hot heat under a shade and tiered of walking. And walked in and I see them talking and embarrassed my wife
while customers are looking. The cashier stated that anyways they don’t take debt only credit so I paid with my other
card as she asked to see my ID and paid the transaction. I told her that the card I gave her was a debit
card and he lied to me in front of all the customers.
i work hard for my money and worked hard for my country to see this happen to our family.

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Chan Eileen
, HK
Jan 24, 2012 5:05 pm EST
Verified customer This comment was posted by a verified customer. Learn more

'Complaint on Disney Store System Error of double billing (correction by crediting) causing customer cash loss'

A web order was placed with Disney Store and after the delivery is done. A mail is received from Disney Store.

"Regrettably, we experienced some system errors causing you to be billed twice. However, we have issued a full credit of $240.53 to correct the error. This is not an example of the quality service we wish to provide and we hope that you find this to be an isolated incident. Please accept my apologies for any inconvenience this may have caused."

It was then found out that due to the double billing and the respective credit transaction, a loss in local currency (around USD10) was found and then reported to Disney Store to seek for resolution. And a further reply is received.

"We appreciate your interest in DisneyStore.com. I would like to offer you a $10 online gift card for the inconvenience." and a further mail

"We are delighted to have received your recent email and we appreciate your interest in DisneyStore.com. Yes it was a system error on our part, all we can do is offer you the $10 c/l since we returned the money to your card already"

The feedback is finally a Disney System error with $10 gift card which you can only use on further purchases from a store which have caused you actual cash loss. Can this call an offer ? Finally there is no compensation at all. A well known brand "Disney" which has System error and no regret in causing customer loss. Will you shop more ?

Disney Store Customer Reviews Overview

Disney Store, accessible at www.disneystore.com, is the official retail destination for Disney merchandise. It offers a wide range of products featuring beloved Disney characters, including clothing, toys, accessories, and collectibles. The store also provides exclusive items from various Disney franchises such as Pixar, Marvel, and Star Wars. Customers can shop for themed merchandise suitable for all ages, from children to adult fans. The website allows for online shopping with delivery options to accommodate different customer needs.

Disney Store In-depth Review

In summary: The Disney Store offers a magical online shopping experience for fans of all ages. With an easy-to-navigate website, a wide range of high-quality products, and a reputation for excellent customer service, it's a go-to destination for authentic Disney merchandise. While prices can be on the higher side, the unique selection and frequent promotions offer value for money. The commitment to customer satisfaction is evident in their efficient checkout process, reliable shipping, and hassle-free returns policy. The Disney Store's dedication to brand reputation, community engagement, and environmental responsibility further enhances the overall shopping experience, making it a beloved brand among Disney enthusiasts worldwide.

Website Navigation and User Experience: Navigating www.disneystore.com is a breeze, with a clean layout and intuitive categories that make finding your favorite Disney merchandise straightforward. The site's search functionality is robust, allowing users to quickly locate items with keywords or filters.

Product Range and Selection: The Disney Store boasts an impressive selection of products, ranging from classic plush toys and costumes to collectibles and home decor. The variety caters to a broad audience, ensuring there's something for every Disney fan.

Product Quality and Authenticity: Products from the Disney Store are known for their high quality and authenticity. Items are often exclusive to the store, providing customers with genuine Disney merchandise that's difficult to find elsewhere.

Pricing and Value for Money: While some items may carry a premium price tag, the unique nature and high quality of the products offer good value for money. The Disney Store's merchandise is an investment in lasting memories for many customers.

Special Offers and Promotions: The Disney Store frequently runs promotions and special offers, including discounts, limited-time sales, and exclusive product releases, which enhance the shopping experience and provide additional value.

Customer Service and Support: Customer service at the Disney Store is commendable, with various channels available for support, including phone, email, and live chat. The support team is typically responsive and helpful in resolving any issues.

Checkout Process and Payment Options: The checkout process is streamlined and user-friendly, with multiple payment options available, including major credit cards and Disney Store gift cards, making purchases convenient for customers.

Shipping and Delivery Services: Shipping options are reliable and include standard, expedited, and express services. Delivery times are reasonable, and items usually arrive within the estimated time frame.

Packaging and Presentation: Disney Store products are packaged with care, ensuring items arrive in perfect condition. The presentation often includes Disney-themed touches, adding to the unboxing experience.

Returns and Refunds Policy: The returns and refunds policy is customer-friendly, allowing for hassle-free returns within a generous time frame. Refunds are processed promptly once the returned item is received.

Customer Reviews and Testimonials: Product pages feature customer reviews that provide honest feedback and insights, helping potential buyers make informed decisions.

Loyalty Programs and Membership Benefits: The Disney Store offers a loyalty program that rewards frequent shoppers with exclusive offers, early access to products, and other perks that enhance the shopping experience.

Brand Reputation and Corporate Responsibility: Disney's brand reputation is strong, and the company takes corporate responsibility seriously, with initiatives focused on community involvement and charitable work.

Accessibility for People with Disabilities: The Disney Store website is designed with accessibility in mind, ensuring that shoppers with disabilities can navigate and shop with ease.

Online Security and Data Privacy: The website employs robust security measures to protect customer data, ensuring a safe and secure shopping environment.

Mobile App Experience (if applicable): The Disney Store's mobile app mirrors the website's user-friendly experience, offering convenience for shopping on-the-go.

Community Engagement and Social Media Presence: The Disney Store has a strong presence on social media, engaging with the community and providing updates on new products and promotions.

Environmental and Ethical Considerations: The Disney Store is mindful of its environmental impact, with efforts to reduce waste and promote sustainable practices in its operations and product offerings.

Collaboration with Artists and Designers: The Disney Store often collaborates with artists and designers to create unique and exclusive merchandise, adding to the store's appeal and product diversity.

Overall Shopping Experience and Satisfaction: Overall, the Disney Store provides a satisfying shopping experience that captures the magic of Disney, with a focus on customer satisfaction and a wide array of enchanting products.

How to file a complaint about Disney Store?

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2. Navigating to the complaint form
Locate and click on the 'File a Complaint' button on the ComplaintsBoard.com website. You can find this button at the top right corner of the website.

3. Writing the title
Summarize the main issue you have with Disney Store in the 'Complaint Title'. Be concise but descriptive to grab attention.

4. Detailing the experience
Provide detailed information about your experience with Disney Store. Mention key areas of concern, any transactions with the company, steps taken to resolve the issue, personal impact, and the nature of the problem.

5. Attaching supporting documents
Attach any relevant supporting documents to strengthen your complaint. Avoid including sensitive personal data in these documents.

6. Filing optional fields
Use the 'Claimed Loss' field to state any financial losses and the 'Desired Outcome' field to specify the resolution you are seeking from Disney Store.

7. Review before submission
Before submitting your complaint, review it for clarity, accuracy, and completeness. Ensure all necessary details are included.

8. Submission process
Click the 'Submit' button to submit your complaint or review about Disney Store on ComplaintsBoard.com.

9. Post-Submission Actions
After submitting your complaint, regularly check for any responses or updates related to your complaint on ComplaintsBoard.com.

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Disney Store contacts

Phone numbers

+1 (800) 328-0368 +1 (626) 773-5100 More phone numbers

Website

www.disneystore.com

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