Disney Store Reviews 424

They prefer that the customer loses and not lose themselves. When you are missing a product from your order and you complain and want it sent to you and you got it at a discount, they say there are no more when in reality what has changed is the price.

I recently bought the Limited Edition Blue Fairy doll (3000 worldwide) and when I opened her, I immediately noticed a very obvious defect across both her wings. Someone during production obviously picked up the wings before they were finished and removed a good amount of foiling, so large patches/fingerprints are left all over them. Someone must of been sleeping at work that day, no idea how she got through quality checks, it's beyond me! When I came to the Disney store with this issue, they all acknowledged that they can see the errors, but said they could not provide a discount (not really giving a proper reason). That my only options were to keep it with all it's faults or return it and have no doll at all, as she's completely sold out across the world and cannot be replaced (unless other people return her and they have a 2nd resale but again I would be questioning why she's being returned and the likelihood of that happening is small, plus I would need to compete with others trying to get her AND find out via subscribing to their newsletter so god knows how long that would take, if at all). So either way the jokes on me I guess. The person I was talking to on live chat was obviously trying to get rid of me by continually interrupting me with ''is there anything else i can help you with today?'' ummm you haven't helped me with the first thing I asked about, so hold your horses. Very disappointing service and I ended up returning her. I just hope they don't try to resell her, at least not at full price because that would be unethical and clearly indicating on the item description that she has defects. Never had this issue with my other 5 limited edition dolls but sadly don't feel comfortable purchasing anymore. I don't want to have to worry about whether or not I will receive what I paid for.

Ordered personalized gift cards for my grandchildren that were to be here tomorrow. Got an email today stating my order was canceled. Called and found out that the card I picked was out of stock. It was not out of stock 4 days ago when I ordered it but now the day before it is to be here and 3 days before Valentines Day it is out of stock. No offer to use the other Valentine themed card and just canceled. Thank you Disney for your let down once again and your failure to my family. Funny how you say ypu are so family focused and can screw this up 4 days after ordered and 1 day before expected delivery.

Just got my parcel............ Which I ordered before Christmas. Pathetic

Customers beware!
Disney do not refund properly, twice now they have purposely not refunded properly in hope the customer doesn't notice, so they can keep your money. Please when returning items/orders you check your refund amount.
Should not be having to wait and chase for a refund, shame as products are great but untrustworthy company!

Disney has once again messed my order this is it I will not shop here again I am taking my business elsewhere they do not care about their customers they are a joke

Our day was less than magical when my daughter opened her new Isabela doll Christmas morning, and the arm broke off right on the elbow hinge. And today we received an answer from customer service that they cannot help us in anyway because the doll was ordered in October. It's a Christmas gift!! I had no idea the doll was so "fragile " as the return window passed!!

My daughter bought a spirit jersey cost her £74.99 it was faulty writing coming off for a month now they have fobbed us off promised a refund over 3 weeks ago still no refund still ignoring the problem and I will be taking this further as my daughter suffers with autism and this is not on beyond means for a company as big as you are so I will be going forward with this believe me now still no refund constantly lies from different people I am going the trading standard about you the way you treat people especially vulnerable people it’s disgusting I will take this further !!!

Epic Pre-Order Management Failure. After waiting two weeks to order the Mego Spider-Man 4 pack, when the pre-orders finally opened up I placed an order within 3 minutes of the time the product was made available. The order went through and I received a confirmation email telling me that my order went through. Then five and a half hours later, Disney store cancels my order with no solid explanation and no real customer support. Their response- hope that it comes back in stock and check often. Pathetic. How about you honor the order that was placed and accepted???? Another case of the big company that doesn't really care about customers or the customer experience.

I ordered in November. First order was damaged in transit. I was never notified or contacted to re order. When I investigated through tracking I was told to contact Disney, which I did. They apologised and re-ordered using “express delivery” I’ve called today as still not arrived and I was told they can’t do anything about it. I told them that this order included the main gift my child had asked for and told them how upset he will be. I was told to cut out a picture of the toy and give it to them and tell them that’s what they are getting for Christmas. Honestly, is that a joke?! Customer service is appalling…. Could not care less. I will never order from Disney again. Beyond furious!

I will never order from Disney store again. One order not sent. Then ordered on 3 for 2 and the third item (cheapest) was cancelled without our knowledge. A replacement was not offered they want us to reorder and pay full price. Customer service absolutely rubbish.

We’re really disappointed by our recent experience with Disney Store UK. We ordered Christmas presents, trusting Disney to deliver on their promise. Instead, our order was delayed with no explanation, and there was no communication for two weeks. Despite chasing them several times, we only got a response after we had to escalate the issue.

The solution they offered—a refund and free delivery on a future order—didn’t help at all. It didn’t fix the stress and frustration we felt or the fact that we were left scrambling to find new gifts at the last minute. It meant we had no way to make sure our daughter wasn’t disappointed this Christmas.

Disney’s failure to communicate and take responsibility has been really upsetting. A brand that’s meant to bring joy to families ended up doing the opposite. This experience has been a huge letdown, especially at what should be the happiest time of the year.

Sooooo disappointed with Disney. Ordered a Buzz and a Woody - the package came but contained two cuddly toys instead. And the packing note said it contained a Woody and a Buzz. Packing error!! I contacted Disney by email and they passed it to 'Head Office' Then they say they have made an error (that's another!) and instead of sending out correct replacements they've refunded me. So now I have to order again and they will refund the difference!! So I order replacements at full price and guess what? I'm still waiting for my refund!!! Terrible service @Disney 😡

I ordered £240 worth of items on their 30% off Black Friday offer. It was dispatched in 2 orders but one went missing. I emailed Disney and they said they would look into it and I would hear back in 48 hours but I didn’t so emailed them again. They said it was lost but now most of the items were out of stock (I’m not convinced it was ever sent in the first place or that the items were ever in stock) They sent what could be replaced but I had to chase the refund constantly with people just not replying to emails. In the mean time another item came back into stock but they wouldn’t honour the price or even give me a free delivery code. Eventually I rang and the refund had. Conveniently the refund had been processed 30 minutes before and came through eventually. Overall a joke of a company!

I think its disgusting you refused to have a solution to get another toy out for christmas... i was willing to pay the difference and everything.
I already spoke to customer service last week regarding the toy being scuffed but unable to return due up to 14 days to get a refund! I only ordered my items on the 4th! 
So now ive had to settle with not only a scuffed toy but also an overall worse deal due to the toys being 3for2... youre not a small business youre an international multi billion business! 
So thanks for nothing at this special time of year the time of year you hype up but then crap on customers because you refuse to help out.
Absolutely terrible customer service.

I ordered a Buzz Lightyear item that arrived damaged as the visor would not close.
I contacted customer services but was offered a robot online who kept directing me back to the help pages.
I was unable to request a replacement, instead I was expected to return the damaged item, which involved a taxi ride to my nearest Evri return shop with a printer.
I then had to order a replacement at a much higher price than the Black Friday deal I chose.
I also had to pay p&p yet again.
Hopefully the next item will arrive in a perfect condition and in time for Christmas.
All in all the Disney shop have fallen well below my expectations.

I bought an item during black friday, which had been discounted and was eligible for a free gift at checkout. The order went through fine and the item I ordered minus free gift was delivered. I phoned them up and they said the free gift wasn't in stock, that's why it hadn't been sent. He then offered me a free delivery code. I stated that this doesn't make me want to shop with you again, so why would I need a code. He then told me to send the item I have back. I said it's a difficult item to send back and black friday is over, so the price will have gone back up. So overall, don't trust disney free gifts when putting an order through because most likely it won't come.

Awful!
I ordered Monday morning 7.30am for next day delivery, it’s now Thursday evening and it’s not even dispatched! Customer service has been very unhelpful with not giving me any information at all.
After 30 years of shopping with you I’m done, this past year it’s just been mistake after mistake after mistake. If anything ever does arrive I’m sending it back because the stress of chasing things up has ruined the buying experience.
Congratulations Disney store, you’ve lost the most loyal customer you had.

On 12th of November, 2024, I ordered a "Stitch" toy online from Disney. The delivery shown was 15/16th November. When it didn't arrive, having received an email from Evri telling me it was out for the delivery and would be with me on the 16th, I waited. It did not arrive.To cut a long, long story short, Evri, the delivery company told me after loads of calls and emails, that they were unable to locate it in their warehouse, having already stated that it wasout for delivery, but not delivered. Eventually, I telephoned Disney and explained the problem. The young lady on the phone said I would receive an answer in 48 hours. I did not. I then got another email from Evri confirming the loss. I phoned Disney, which would have been 60 hours after the first call. The man said that he would escalate the complaint to Head Office and I would get an email in 2 to 3 days. I pleaded with him to do something quicker, all to no avail. So, yet again, I have to wait on them answering my problem. All I want is another toy or my money back.
Very disappointed that Disney would let a child down like this, especially knowing it was a birthday present for my granddaughter. So I am sat here knowing in my heart that Disney probably won't get back to me until I chase them, if at all, and I am £70-00 out of pocket. All they had to do was give me my money back and then carry out their search with Evri. I will never buy from Disney again, and NEVER use Evri, who have a bad reputation in our area for non delivery.

Parcel arrived damaged. Customer service is non-existent