jill leclear 626
Earning My Ears
- Joined
- Aug 23, 2020
Shop .Disney has always had difficulties for customers on its site, especially during "sales." Items would sell out before I could check out, then check out would become impossible unless the out of stock items were removed. The problem has been that their system would not always tell the customer which items were out of stock. So I'd eventually have to call customer service and have their agents figure it out --- something that was a challenge even for them, And even after the order was finally placed, I'd receive many notifications that oops, certain items purchased were not really available. This would create a problem if gifting to a family. Certain items would still be delivered to some members, then other members would receive nothing. This is especially bad if children are involved. How do you explain to nieces or nephews that of course you tried to send them something? But there were also pros: some great prices could be found on quality merchandise.
All this being said, I've never seen things with Shop Disney go as horribly wrong as they are today. I understand that we are in a middle of a pandemic; however, other companies seem to manage responding to complaints effectively and within a reasonable period of time. Not Shop Disney!
Here's what happened: Back in May of 2020, I pre-ordered 5 packages of Star Wars themed and other Disney themed assortments of masks. They were priced at about $20.00 per set of 4. I was really excited over the choices and told family and friends that I would be giving some to them as well. The only slight negative at the time was that I discovered after placing my order that they would not be available until July. I'd heard that they'd be released in June, but I guess I missed that cut off. There was no on site notification about shipping times, so I had to learn this from customer service. I accepted the delay till July. I also asked after the fact of ordering, if my $30 worth of Disney certificates (3 - $10 ones) that I'd received as compensation for pricing changes could be applied retroactively to my order. I was told that they could, and when my order shipped, I'd see the discount. It would reduce my order cost from about $108 or $109 to about $76. I was very pleased! At that point in time, everything appeared to be working more or less okay with their customer service department.
Come mid-July, I received a notice from Shop Disney that my order of masks had shipped. Tracking was included. I thought great, finally they are on their way. Disney has never had exactly speedy shipping, so I wasn't really concerned all that much when they had not arrived during the first couple of weeks, but by early August, I started worrying. They should have been here. I checked the shipping and discovered my order was simply sitting in the same shipper location. Not moving..I could not get any help through the shipping site directly, so attempted to contact Shop Disney. I hoped that they could find out what the problem was and fix it. Thus began my Disney descent into Hades.
I have totally lost track of how many emails I sent to Shop Disney, both through their site and through their customer service email. Sometimes I would receive some sort of form letter telling me to look for tracking once shipped. Sometimes I'd receive no response at all. Every time I attempted to call Shop Disney's customer service phone line, which I thought would be the most direct route to fix the issue, after being routed through the entry level information, I was told it would be over an hour's wait, but have no worries, here are some Disney songs to brighten your day. The last attempt I made to call, I was given a notice of an expected 124 minute wait. That's over two hours of listening to Disney Princesses belting out tunes. I tried hanging on for a bit, but ultimately couldn't take all that happiness coming my way even with a speaker phone and playing on the computer while waiting. So I went back to sending messages. So I hung up and sent more messages.
I finally received a message icheerfully informing me that they had cancelled my order and refunded my money to my credit card. That refund didn't take into account my $30 worth of Disney dollars. In any case, I wanted my order and not a refund. They had never bothered to give me a choice. So I sent more messages, this time amped up ones because I was getting pretty angry.
Finally I received a message from a service member (whose name I will withhold here). She sounded very sweet and attentive and like she actually cared and would fix things. She offered to call me on a certain date -- think it was August 12th -- and proceeded to ask me the best time to reach me. So I gave her a two hour window, then waited. I never heard back from her through email if the time I chose was doable. I simply hoped and expected (silly me) that she really would call. I kept my phone with me for three hours of waiting. Nada.
I went back to sending more emails requesting help. A couple of responses have trickled back informing me that whether or not I wanted it, my order was cancelled and my money refunded. The last person seemed a tad more responsive, providing the details that the refund had already gone through to my account, so she could do nothing in terms of sending me a replacement order. She declared that I was refunded in entirety, which is simply not true. I was refunded what was charged to my credit card account --- just over $76 dollars --- but not the Disney dollars from the used certificates. She told me that I could place a new order if I wanted for the same items. Yeah, well that's just great. I ordered in May and now it's getting into late August and I have nothing. And you expect me to place a new order for the same items I waited so long for? By the time Disney would get masks to me, Im guessing the pandemic might well be over. I sent yet another message in which I pointed out that I could not possibly place the same order for the refunded $76 dollars. I would come up $30 short. I don't know how to make these people understand. Perhaps they don't want to. I get that we are operating in different and difficult times, and that there's probably a shortage of Disney employees to field all the complaints, but other companies seem to do a much better job of it. They may have problems but they step in to quickly fix them. Zulily is exceptionally good that way, and I noticed that they have a whole line of cute masks, so I will be ordering from them instead.
Meanwhile, Shop Disney has stolen my $30 worth of certificates, wasted many hours of my time (I am a senior citizen so that matters to me: these are hours I will never get back!) and after 3 months of waiting for something I was really excited about, given me nothing at all but headaches. No choices about how I wanted things handled. No promised phone calls ringing through. They gave me empty promises, misunderstanding at every turn (probably because they never really took the time to actually read what I wrote), and provided tracking that never went anywhere. The tracking should have led to me. And while the shipper may be the one at fault, Shop Disney has a responsibility to follow through on the customers' behalf to make things right, to get their package to them. Shop Disney is the most irresponsible company I think I've ever seen, and I do a lot of online shopping. These people with their mouse ears telling me to have "a magical day" are the worst when it comes to service, understanding, and caring. They don't. They have such a big name, but they just don't care Instead of bringing magic and happiness to my doorstep, they drained it from my world.
All this being said, I've never seen things with Shop Disney go as horribly wrong as they are today. I understand that we are in a middle of a pandemic; however, other companies seem to manage responding to complaints effectively and within a reasonable period of time. Not Shop Disney!
Here's what happened: Back in May of 2020, I pre-ordered 5 packages of Star Wars themed and other Disney themed assortments of masks. They were priced at about $20.00 per set of 4. I was really excited over the choices and told family and friends that I would be giving some to them as well. The only slight negative at the time was that I discovered after placing my order that they would not be available until July. I'd heard that they'd be released in June, but I guess I missed that cut off. There was no on site notification about shipping times, so I had to learn this from customer service. I accepted the delay till July. I also asked after the fact of ordering, if my $30 worth of Disney certificates (3 - $10 ones) that I'd received as compensation for pricing changes could be applied retroactively to my order. I was told that they could, and when my order shipped, I'd see the discount. It would reduce my order cost from about $108 or $109 to about $76. I was very pleased! At that point in time, everything appeared to be working more or less okay with their customer service department.
Come mid-July, I received a notice from Shop Disney that my order of masks had shipped. Tracking was included. I thought great, finally they are on their way. Disney has never had exactly speedy shipping, so I wasn't really concerned all that much when they had not arrived during the first couple of weeks, but by early August, I started worrying. They should have been here. I checked the shipping and discovered my order was simply sitting in the same shipper location. Not moving..I could not get any help through the shipping site directly, so attempted to contact Shop Disney. I hoped that they could find out what the problem was and fix it. Thus began my Disney descent into Hades.
I have totally lost track of how many emails I sent to Shop Disney, both through their site and through their customer service email. Sometimes I would receive some sort of form letter telling me to look for tracking once shipped. Sometimes I'd receive no response at all. Every time I attempted to call Shop Disney's customer service phone line, which I thought would be the most direct route to fix the issue, after being routed through the entry level information, I was told it would be over an hour's wait, but have no worries, here are some Disney songs to brighten your day. The last attempt I made to call, I was given a notice of an expected 124 minute wait. That's over two hours of listening to Disney Princesses belting out tunes. I tried hanging on for a bit, but ultimately couldn't take all that happiness coming my way even with a speaker phone and playing on the computer while waiting. So I went back to sending messages. So I hung up and sent more messages.
I finally received a message icheerfully informing me that they had cancelled my order and refunded my money to my credit card. That refund didn't take into account my $30 worth of Disney dollars. In any case, I wanted my order and not a refund. They had never bothered to give me a choice. So I sent more messages, this time amped up ones because I was getting pretty angry.
Finally I received a message from a service member (whose name I will withhold here). She sounded very sweet and attentive and like she actually cared and would fix things. She offered to call me on a certain date -- think it was August 12th -- and proceeded to ask me the best time to reach me. So I gave her a two hour window, then waited. I never heard back from her through email if the time I chose was doable. I simply hoped and expected (silly me) that she really would call. I kept my phone with me for three hours of waiting. Nada.
I went back to sending more emails requesting help. A couple of responses have trickled back informing me that whether or not I wanted it, my order was cancelled and my money refunded. The last person seemed a tad more responsive, providing the details that the refund had already gone through to my account, so she could do nothing in terms of sending me a replacement order. She declared that I was refunded in entirety, which is simply not true. I was refunded what was charged to my credit card account --- just over $76 dollars --- but not the Disney dollars from the used certificates. She told me that I could place a new order if I wanted for the same items. Yeah, well that's just great. I ordered in May and now it's getting into late August and I have nothing. And you expect me to place a new order for the same items I waited so long for? By the time Disney would get masks to me, Im guessing the pandemic might well be over. I sent yet another message in which I pointed out that I could not possibly place the same order for the refunded $76 dollars. I would come up $30 short. I don't know how to make these people understand. Perhaps they don't want to. I get that we are operating in different and difficult times, and that there's probably a shortage of Disney employees to field all the complaints, but other companies seem to do a much better job of it. They may have problems but they step in to quickly fix them. Zulily is exceptionally good that way, and I noticed that they have a whole line of cute masks, so I will be ordering from them instead.
Meanwhile, Shop Disney has stolen my $30 worth of certificates, wasted many hours of my time (I am a senior citizen so that matters to me: these are hours I will never get back!) and after 3 months of waiting for something I was really excited about, given me nothing at all but headaches. No choices about how I wanted things handled. No promised phone calls ringing through. They gave me empty promises, misunderstanding at every turn (probably because they never really took the time to actually read what I wrote), and provided tracking that never went anywhere. The tracking should have led to me. And while the shipper may be the one at fault, Shop Disney has a responsibility to follow through on the customers' behalf to make things right, to get their package to them. Shop Disney is the most irresponsible company I think I've ever seen, and I do a lot of online shopping. These people with their mouse ears telling me to have "a magical day" are the worst when it comes to service, understanding, and caring. They don't. They have such a big name, but they just don't care Instead of bringing magic and happiness to my doorstep, they drained it from my world.
