The Disney Store

Absolutely horrible customer service. First order never shipped. When I called to see what was going on they said they would re-send and do two day shipping. They never happened, instead they cancelled the reorder while I was on the phone with them. This is of course with a hold time of over an hour each time. While on the phone with customer service I receive an email stating my order has been cancelled. I ask Jimmy who and why my order was cancelled his response was he didn't know but the system did it. He then tells me they will do another reorder but it will take 2-3 weeks as express shipping is not available. It is not even Christmas yet and Disney can't get this right. What I ordered were for birthdays not Christmas. I have been a huge Disney fan since opening day of Disney World, not today.

Terrible service- Never again
I have ordered a number of items on November 28th (not personalised) which have still not arrived. After sending 3 e-Mails and Talking to 4 different Customer Service advisors all I heard was: "i can only tell you what the delivery company tells us, I Hope your order arrives"
Really annoyed, didn't get my order for my sons birthday and can't know if it even arrives before Christmas at all. They are horrible, a lot of attitude and no real help.
Oh yes I got a free delivery code... well that makes me feel much better. Don't buy from there as no one is willing to help you if there is a problem. Oh of course they happily took my money straight away and I'm sure it will be anything but a walk in the park trying to get it back

Ordered one of their more expensive eGift cards online so I could get it immediately for a rush birthday gift. The credit card purchase went through immediately. But the card? Waiting. Waiting. Finally after a day, spent 30 minutes on hold to customer service. They informed me that for "larger" purchases, the customer has to actually call them back to confirm their information. This was NEVER listed on the site, nor in the "your order is processing" email. The need to physically call back negates any benefit of using their online system, and their lack of notifying customers of this "requirement" is absurd.

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?

I bought a limited edition item that sold out online in 10 minutes. The website and app kept crashing as I was signing in, so I had to sign in as a guest. My delivery address was missing a suite #, that was it. The lazy UPS delivery person noted wrong apartment number (business address, dude). When discovering it wasn't delivered due to this I called both Shop Disney and UPS. Each company blames the other. The package goes right back to the sender. No chance to redeliver, pick up from UPS... nothing. BUT they don't tell you the package goes back to a whole separate location. NOT where it came from! Then charge me an additional $15 to "intercept" it. Which did NOTHING! So, their "policy" is to refund the package recipient when it comes back. I don't want that! I want my item that I bought fair and square that is sold out and selling for 3 times as much on eBay. Really crappy customer service. Screw your and your "pixie dust" to try and fix this!

I pre-ordered an item that will not be available for two months. The very next day, my company informed me that I will be traveling out of the country during the time when the item was due to be shipped. I asked if they (Disney) would either cancel my order or delay the shipment so the box wouldn't just be sitting on my porch for a month. They refused. I was informed that orders are processed immediately and that was that. If it's a pre-order, then it's not an immediate process! I am extremely unhappy with what happened and wish I had seen their online reviews before purchasing. They have a 2.5 out of 5 star rating for a reason.

The charming voice informs one that the 'Disney magic' happens Monday to Saturday.
On Saturday I ordered on line and paid for next day delivery. It didn't arrive on Monday - surely that was the next working day according to the charming voice? Having spoken to a member of staff at the Disney store, I should have scrutinised terms and conditions, under deliveries section etc..., I didn't, I took it in good faith; I now know that orders placed on a Saturday won't arrive until Tuesday. Before you deal with this company DO check the small print.

What a horrible company! I ordered a stupid doll back in October. It arrived about a week later and it was broken. So, I used their return sticker and did everything correctly and sent it back to them via UPS - the very same day I received it. When I hadn't heard anything about either a refund or an exchange, I checked the tracking number that I had received (which must have come off their return sticker as it turns out). Problem was, it was the same tracking number that had delivered the broken thing to my house. I emailed the company, called them and finally was told they would send a new package out - express and I should receive it within five days. Ten days later I'm still waiting. I'm going to have to call them again which infuriates me. I'm spending all this time trying to get a refund or an exchange from their defective merchandise. I will never order anything Disney related again.

I received and order a month ago. Two of the items were too large. So I followed the 4 steps on the packing slip my order came with. 1. pack the items you want to send back using the original packaging if possible. 2. include the packing form with your items. 3. affix the return shipping label and seal the package. 4. ship your package

I did all that! Well it's over 3 weeks later and they haven't received it. I have chatted with about 5 different people, emailed about 10 different people. Finally was told i needed a tracking number for the return. How do i get one of those i asked? When you paid for postage they should have given me a tracking number. NO WHERE ON THE PACKING SLIP DOES IT SAY PAY FOR POSTAGE. I assumed the "affix the return shipping label" meant the return was prepaid. Why would i PAY for a return? If i had known i was supposed to pay for postage i never would have returned it via mail! I'm so upset!

I ordered around Thanksgiving hoping the gift would deliver to an APO address by Christmas. The week of Christmas I learned Disney neglected to tell me they ran out of the Elsa shoes and cancelled my order. Had I known back in November, I would have had time to buy from another store. How do we tell our 4 year old granddaughter she's not getting the "magic shoes" she asked for? We are SO disappointed with The Disney Store! Really doubt we'll bother shopping there again...

We purchased a Belle Bag in June this year, by end of July the covering was coming off the handles.
I contacted Disney and omg what a disgusting service, I was thrown from one person to another and non of them knowing what they were doing.
Eventually in September I was told I would be refunded but needed to wait 21 days.
I waited 21 days and no refund, back to being thrown from one useless person to another each and everyone totally useless.
I have been going threw this until 6 days ago when I was told they sent the refund but my bank rejected it which is a total lie as while waiting for my refund I contacted my bank and they had nothing from Disney.
I was called again and again gave my bank details and again told had to wait 21 days which will be the end of December. This will mean I have waited 6 months and dealt with the worst customer service I have ever in my life dealt with.
I have asked numerous times for the head office address and this has been refused, I have never been offered any other compensation for the diabolical service.
Do not buy from Disney thinking if thing goes wrong you will get a good customer service as I promise you it is the worst customer service ever.

I ordered a couple of things online a week ago. Paid shipping and it said it was going to take from 5 to 7 business days. We're a day away from that 7 business days and I cant track my order. I've called the Disney store 3 times already asking why I cant track my order down if It should be on its way. They said because I had personalized a couple of items and it was going to take longer. Very disappointed, these where birthday gift and they wont get here on time. If I knew it was going to take longer than what they've said I would've never ordered anything to begin with.

Do not buy from this company. It appears everything comes from overseas directly. You'll find out that " shipping" takes 20-25 days... But from when. From a recent shopwaltdisney email "Hi Melvin,

Would you please confirm which of your statements is true?

Your order has been confirmed and completed and it's on its way to the address you provided.

OR

Will do the best efforts to speed things up, so your order will be shipped out ASAP.

I don't believe it can be already on the way to my address and "will be shipped ASAP" at the same time. "

I have never had such a horrible time trying to purchase anything online! Wasnt taking my gift card that had 25$ So I had to make my order without it. After a week of making my purchase they said it wasnt going through and had to cancel my order. 5 reps later I was finally able to make my order again then send me a email saying my order was shipped with the wrong address after I repeated and spelled everything out twice! I dont recommend ordering anything from this website or purchasing any gift cards that you arent even able to use anyways!