The Disney Store

In August we went to Disney and continued to experience issue after issue with the antiquated google App for Fast Pass etc. I should have trusted my gut and continued to stay away from any/all official Disney online stores/products.

Halloween accessories ordered at the beginning of the month for our daughter, no tracking, no updates... nothing.

Order from China at half the price, it will get here quicker.

Second time I've ordered and they still haven't processed my order. First time it was during the holidays, so id thought of giving them a second chance. I was hoping to get a dress for my baby girl for pictures with mom for mother's day but i don't think that will happen. Horrible

For some reason the house nr. In our address details was not mentioned when ordering products at the disney website.

What did they do? Disney decided that we probably should live at house nr. 1.

You could have phoned and asked us or rechecked our order history details.

I have tried to find a phone number. Do you at least have customer service.

Ordered multiple personalized products over a month before needed. The product still has not shipped and they refuse to refund the order or provide a shipping status. I have been forced to dispute the charges on my credit card and seek a replacement lot of gifts. DO NOT order from Disney.

Do not order if you do not live in the USA.
Between a 24.50 shipping charge and the brokerage fee from ups. The 22 dollar doll we ordered came to 46.50 (61 CDn)plus 15.02 brokerage and 3 bucks in taxes.
It's now an 80 dollar doll.
This is criminal.
Disney. Get your $#*! together.

Ordered a small necklace for christmas present on 12/12 and by 12/19 not even a shipping or process update. Checked with customer service and they said it was in processing but had not ship date etc. essentially the same information I had the day I ordered it. I asked to cancel the order as it was clearly not going to make it for Christmas. CS person was very nice telling me to bad nothing I can do. I can see ship date, I can't cancel order as my system is not connected blah blah blah. I said what is that you do then but got no answer. So know I have to wait till when every and ship it back as a return. Can't wait to see how that goes. Never thought after all my great experience with Disney that there on line store sucks that bad. Stay with Amazon or Walmart. Disney stinks.

Placed an order on Thursday its Tuesday and it still has not even shipped yet. Multiple phone calls and emails and nothing. Promises from supervisors to call back which never happened.
I'm a huge Disney fan and have never had a Disney company fail this bad. Never again will I order from them!

You can not track your order - page not found.
Browser cannot find server.
Customer Service has link that goes nowhere.

It must be magic that happens behind the scene. I don't want magic, I want info and delivery dates!

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

For a company that prides itself on customer service, they sure do lack in that area. Ordered something on Nov. 10. It's now Dec. 14. Never received an email that my order shipped, yet my bank account was charged. Never received a tracking number either. Took a whole week after inquiring last week (dec. 7) just for them to tell me it had shipped and gave me a tracking number after circle jerking me around. Can't use the tracking number anywhere! They are apparently doing an, "investigation," into where my package is. I expect I probably won't hear from this garbage company until after xmas. Did this early so I wouldn't need to put up with this, YET HERE WE ARE. Shop somewhere else. Disney just wants your money and after they get it, you mean sweet F all to them.

Ordering from Disneystore.com has been a pain in the behind! First off their policy on using gift cards is inconvenient and misleading. Customer service is non existent. Part of my order has gone missing and hasn't arrived after 30 days- emails and calls go unanswered.

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 attempted to shop in a Disney store wearing a mask that does not exacerbate my medical condition. I Was barred from entry by an employee who insisted I wear a mask that the store provided. No questions asked. I have always been a fan of Disney and their customer service. I was shocked that they were so willing to discriminate against me- I will have to think twice as to whether I will remain a customer.

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 only stumbled on this site because I was searching for an answer to how long it takes disney to ship an order. I was concerned that it was taking so long (day 3 and still waiting) but based on another review here it takes 7-9 days.
I was shocked to see all horror stories! But I had already placed an order so I thought oh well I hope this ends happily. I didn't have a problem with a past order either so I was hopeful.
I ordered 2 jewelry pieces on 12/12, paid with a gift card and disney credit card and I waited excitedly for a shipping update. On 12/17 I got the shipping confirmation (yay! I thought, this is going so smoothly). I was able to track my order as it was delivered. When it was delivered, the items were correct, packed securely and arrived safely.
My experience with Disney was good although other reviews have scared me thoroughly

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...

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.