Disney Store Reviews 185

I returned 4 items on 27 December using the Disney Store online return process. I received an Evri address label and dropped the parcel off on 27 Dec to be returned to Disney. Evri Tracking shows that Disney received the parcel on 03 January. It is now 25 January and I have not received a refund. I shop online often, I have never had an issue with online returns before. I have a young baby and very little time, and I am now being forced to waste hours chasing Disney for my money back. I won't shop with them again.

I ordered some advent calendars in November but a week later when nothing arrived I decided to check the email confirmation and found that they were not due until December. This meant they were pointless so I sent an email to cancel the order.

I heard nothing for days and then suddenly the order was shipped. The next day they sent an email saying it has already been shipped and there is nothing they can do but you can return it when it arrives. More inconvenience for me when they could of cancelled it before they shipped it!

I then returned the ordered via their returns using the Evri label they provided. It was returned to Disney a few weeks ago but I still have not received my refund. I contacted them again by email and after providing all the details they now want even more information.

How hard is it for them to find and locate the return and issue a refund?

I won't be ordering through Disney again!

I ordered my son a Disney Lionel O Guage train as his big present for Christmas from Santa. My son is a huge hobby train enthusiast with several Lionel trains. He was telling everyone that he was asking Santa for a special Disney train. My son has autism and this is the first year he has been really excited about Christmas/specifically asked Santa for a gift. We couldn’t find this train anywhere else, so we decided to splurge on it even though the sale price was terrible - we spent over $500. Anyways, Christmas Day came and our son was sooooo excited to receive his train! However, to our disappointment, we realized it had arrived broken when we went to set it up. We told him we had to send it back to the North Pole because Santa’s elf’s didn’t do a good job checking the toy before giving it to him. Anyways, I sent pictures of the broken train and requested an exchange on 12/26. Our item was received on 1/4, but I was told that it would take up to an additional 2 weeks to process before they would ship a new one. Per the website, the ship time is up to 9 days with no option to pay for faster shipping. That puts us into late January or early February. I instead decided to request a refund and tried to reorder the train as a new purchase. I should have just done that in the beginning. Anyways, if I could get this train anywhere else, I would. Terrible customer service.

We ordered the kids Xmas presents in November. We had an email to say due to problems in UK warehouse there would be a delay but no ETA. Eventually we had most of the order bar one of the main presents for our daughter. This never showed up. When I contacted Disney there was no explanation or idea of when this would show. Next thing I’ve had a refund for the item then an email after Xmas to say sorry the item went out of stock …. Shocking for Disney, they used to be so efficient. Considering they closed UK Stores this is the only option for certain products unless you live near London.

Worst customer service EVER. First, I received the incorrect item when the order was sent. ShopDisney provided a UPS return label, generated a new order, and stated the new order would be shipped once the incorrect item was received from the original order. The incorrect item was immediately sent via UPS and arrived about 4 days after the incorrect item was received, but the original item was now out of stock. After 3 weeks and 5-6 emails to Customer Service with generic responses that never answered my questions, I still hadn’t received the correct item. So then I tried calling Customer Service but they were refusing to accept calls from customers. So I sent another email and received an email in response stating that my order had been cancelled but my credit card would not be charged. However, my credit card was charged when the original order with the incorrect item was shipped, and, of course, no refund has been provided for that purchase. I emailed once again and received an email back from ShopDisney that said I would not receive a refund for the order that was cancelled, but what about a refund for my original order that was never received???

UPDATE 1/9/24: After informing ShopDisney that I filed a complaint with the Better Business Bureau, I finally received my refund.

What happened to Disney
9 out of 10 orders this year were in processing for weeks to be cancelled by them a few days before Christmas, don't expect to get a valid answer on your shipping or processing with their chat either. Customer service is terrible and non truthful

Made a purchase and realized immediately i ordered a large instead of a med, called cust serv it said i could make changes within my account. Perfect, logged in, i could only cancel :( called waited 54 min to be told the order was “already fufilled” and could not be modified. My as* Disney u know u didn’t do anything that fast, just say you cant change the order. I prefer the honesty. Now i have christmas pajamas that will be to big lol but i can “send them back for an exchange” once received. I remember why i stopped ordering from here. Its not convenient anymore or customer focused.

I ordered a hoody for my daughter. I bought another item to top up the order total so I could take advantage of free delivery. A few days later I received an email telling me they didn't have the hoody in stock. I was angry because I wasn't even that bothered about the other item: it was the hoody I really needed. I called customer service. The woman was really unfriendly and unhelpful. She told me that they knew about the glitch showing out of stock items being in stock but it would be fixed by the next day. She promised me if I looked the next day and saw the item in stock, it would mean in genuinely was in stock, and I could buy it. So I did just that. Only to receive an email a few days later to tell me the hoody is out of stock! I still haven't even received the other item I ordered! Don't waste your time with ShopDisney! They might not even have the items in stock, and if they do, there's no guarantee when you'll receive it!

We placed order November 22,2023. Our order has not been delivered yet. We received an email only 2 out of the five items we ordered should be delivered December 13, 2023. I will believe it when I see it.
WALT DISNEY would be so disappointed in these kinds of experiences.
Merry Christmas

I ordered a couple of jackets as gifts before the holiday sales started and all sizes were in stock when I placed my order. Fast forward 2 weeks, my order still says "in progress" and the website shows that the sizes I selected are now sold out.

I tried reaching out to customer service via email asking for an update since I placed my order with ample time for delivery and received a generic response that "they anticipate that the order will ship soon but they don't have a delivery date yet".... by week 3 I receive notice that one Jacket is sold out and has been cancelled.

Fortunately, I found alternative Disney themed gifts at other retailers and found better items to gift than those on the shop Disney website.

For a company that is supposed to make magic, this has been a very disappointing & less than magical experience....

I suggest purchasing your Disney themed goodies elsewhere - Shop Disney has proven to be very unreliable.

Unlike the former excellence of Disney Parks, ShopDisney makes little effort to elevate the customer experience. I purchased 6 “mystery boxes” of villains pins for a makeshift Advent Calendar for my wife. I fully expect that there may be a few duplicates as they ARE mystery boxes. Mathematically, finding a set of 10 different pins of 12 random pins is unlikely. HOWEVER, Disney clearly did absolutely nothing to randomize the pins that were delivered. ALL SIX boxes contained the same two pins. This is obnoxious!

Do not order from this Company!! I ordered 2 Frozen dolls for my Granddaughter for xmas before Thanksgiving and now its 2 weeks before Christmas and still now dolls. I emailed them and they replied saying they would let me know via email when it shipped. Tried calling twice, the voicemail indicates they are not accepting phone calls. I finally just got ahold of someone via chat and she did call me but although they "anticipate" the order being received before xmas, they don't have a ship date. Therefore, I have to go out and try to buy it somewhere else because I can't take the chance that it does not arrive.

Absolute joke ! Ordered a stitch squishmellow
On Black Friday nov 22nd then had the order cancelled on dec 6th. Then I was able to re order on the same day at a dearer price ! I then received another email saying it’s been cancelled again! Going to have one very unhappy boy !!!

Absolutely shocking customer service. I recently ordered a Christmas Minnie mouse Teddy and paid extra to have it personalised. I have done this for the last 8 years for my daughter. Last year the teddy came not personalised and low and behold the same has happened again. It infuriates me that my order has not been checked before sending out. I've sent numerous emails, tried live chat where I was cut or several times, messaged on fbook and ive had no response. Since the shops have shut customer service is shocking.

I have been a long time customer of Shop Disney. This year will be my last. Placed multiple orders over Black Friday week. 1st order placed November 22nd, as of today the 7th of December it has not arrived, but at least it has shipped, today is the 11th day and will take another 5 days to get here. Tried to cancel this order as it is a seasonal item, but was told I would have to wait until I received it to return it.
Placed a 2nd order on November 26th, part of the order has shipped and arrived, the other part is still waiting to ship. It is now past the 9 business they promise you will receive the order by. If and when it ships it will take another 7 - 8 days to arrive. This was a matching t-shirts set for the family for upcoming trip to WDW. It will not arrive in time for our trip and will have to sit on our front porch until we get back. Ask if they could expedite the shipping on the unshipped items, was told they no longer offer expedited shipping. Asked why this is taking so long, was told "there have been recent delays at one of the warehouses that were unforeseen and unavoidable" Something is seriously wrong over there.

Ordered a bunch of items on Black Friday. Was told 14 days later that some of my items had sold out/they were cancelling a portion of my order. Unfortunately I didn't keep the gift card because I assumed my order was fine (they sent emails saying everything was fine). I have my order numbers, address, gift card number, but don't have the "security code" to the gift card. I spent countless hours with different Disney departments and no one could help me. Gift card money straight down the toilet. I will not shop on SHOPDISNEY again as it took them way too long to cancel my order (they didn't know they didn't have the stock??? For 2 weeks?) and I'm out of money as a result of it all.

I order couple of item in October but 2 of them arrived damaged… after a week someone from customer reply to my complaint and they ask me to return them and wait for a replacement, and that what I did. They make me wait almost 3 weeks to send the replacement and for my surprise when the replacement arrived it was the same box with the same smash items that I send back inside. By this point I already contact customer service 3 times (by email because is impossible to contact them by phone) and I haven’t heard from them yet so I returned the items waiting for a refund and I have a very disappointed kid that didn’t get what he wanted for his birthday

Received two deliveries one delivery arrived damaged and the other delivery ordered a box of 36 Marvel Mini-figures and received one Mini-figure instead. Took over an hour to get through. Delivery took 3 weeks to arrive slowest online retailer with many errors, buy at your peril.

What an absolute shambles. I’m used to good Disney customer service… this is a disgrace. Purchased an order over Good Friday weekend. Not heard anything since confirmation but that was to be expected as it’s a busy time. Payment was pending in account so wasn’t too worried as long as I got items before Christmas. Today I noticed payment has disappeared from account. Spent over an hour and a half trying to get through to Disney on phone and live chat, everytime I get to position 2 in queue I got kicked off and had to start again. This is a disgrace to the Disney name, if this is the way Disney is going then I will be done with it. You place an order in good faith … then nothing! No communication no items!! Will have to assume from other reviews that they are just taking numerous orders for items they don’t have. Still schocked and discusted, didn’t expect this treatment form the Disney name. Won’t be ordering again that’s for sure…. Please only order if you are willing to take your chances on getting your items

Ordered an item 2 plus weeks ago , told twice I could not cancel over the extended delays. The item was then dispatched, courier confirmed received , then I had a cancellation and a refund email. It appears they have no control of their delivery system or any clue what they are doing. The online chat service takes forever and staff are generally unhelpful.