Disneystore Reviews 

OMG! Tried to order a toy for my daughter and got through to payment screen and numbers started going in reverse when I entered them! So I phoned customer services and they said I need to have an account to make payment and i have to sign in....so I went back to the site to try again and signed in, then it said I had to update my details....which i did and it still put the numbers in reverse? I called the SO called customer services AGAIN to see if i could order over the phone due to the issues I was having and the person at the other end could just about speak English said he could not! What's the point of them having a customer service dept if they can't help in these circumstances? Absolute joke!!

Absolute disgusting service from the Disney store. Ordered online and received the confirmation email and waited and waited to receive the dispatch email and didn’t, paid for express delivery and called and then was notified there was a security check on my order which had NeVeR happened before, provided them with documents to be told not the right ones!! So I cancelled them and got my mom to re order on her card, again received the confirmation email, waited and waited and waited and nothing! Called them 6 hours after order to be told again a RANDOM security check on her card!! Disgusting service and appalling customer experience! Would there be a security check if I went and spent it in store I think not! Just a big excuse as they cannot fufil the online orders! I’d shop else where as it’s absolutely appalling service!

Placed an order for an personalised plush toy.
The discount advertised online didn't apply so had to contact them to refund the amount.
The delivery was then made and "delivered securely" on my front door step.
The personalisation was terrible with the heat transfer marks clearly damaging the item. I contacted the online guest support who said they could not answer my query straight away needed to wait for head office to get back to them, which would be done within 72 hours. Nobody contacted me within this time frame so I contacted them again. They once again advised they couldn't help until head office got back to them. I then called and a refund was arranged immediately.
I appreciate they outsource their shipping, they probably outsource their personalisation (this time of year) and they outsource their online chat, but please Disney select better suppliers. They are representing you terribly.

The store might not be horrible, but as long as they do business with this disgrace for shipment partner Hermes, I will not shop there again.

Appalling service and weeks too late shipments. Thanks, now i can disappoint 2 girls why they don't get their presents.

Picked up a teddy for my grandson that was marked down to less than half price, waited in a really long queue, had it box wrapped etc only to be charged the full price. I then asked the shop assistant why as it was marked at a much cheaper price.
She spoke to the manager who who refused to give me it at the marked down price because it had now gone back up in price. That's not my fault you should change the price tags then!!

Surely the policy is that it must be sold at the marked price, it certainly used to be as that is false advertisement!!

High cross Disney I wont be back

Shame on you

Rude staff who don't have a clue what they're doing. They clearly are so massive now that they feel they're above the consumer rights act.
Genuinely the most disgusting customer service I've ever experienced.

This is a complaint against Disney guest services. I ordered online size S nightmare before Christmas pyjamas. I received an XS top and XL bottoms. I rang the store and contacted Disney guest services to be told that they would rather I didn’t return them as being an odd set in terms of size they would find them difficult to resell. They are lovely pyjamas and I can get away with the XS top however the XL trousers need adjusting. This will obviously be at my expense. I received no apology other than they are having warehouse issues. I am now deciding whether to keep them or return. You would think at the very least they would have offered me a free delivery code or discount off my next order given that if I keep the pyjamas then there problem goes away. I have responded with this but no response as yet.

Awful Awful Awful!!!
I ordered two necklaces that were supposed to include batteries, light up and sing.
Both did not work on arrival.
When I got in touch with Disney they told me to go buy some new batteries! As the consumer I should not have to go out and buy new batteries for a product that is sold as including batteries. Its more money from me, a pain and disapointing for the kids.
They then also rejected my reviews so I cant warn other customers.
Terrible and awful customer service.

awful.
They dispatched my order then 5 days later cancelled it.
I contacted them via live chat to be told it's out of stock.
My whole order show in stock so I told them. They said it's been lost by the delivery people I said that's a joke why cancel and not just send another one out.
They said actually the delivery people returned it so we just automatically refund it. They said re order it... how about no as I got to wait up to 7 days for a refund.
no offer of a voucher or anything supposed to be family oriented but didnt care that my daughter wouldn't be getting what she bought from her birthday money.

NEVER ORDER FROM DISNEY STORE UK. I placed an order of 6 items, I received one of these items, I called them to inform them they said head office would get in touch within 24 hours, I still haven’t heard from them over a week later after multiple emails and phone calls been made. I am disgusted with them, AND they have ruined my daughters birthday as I can not afford to buy other toys for her as no refund or replacement have been sent due to no communication. I have never been so angry.

These guys are a joke.

According to the FAQ...

You cannot ammend an order more than 24hrs after it has been made - Fine!

You can cancel an order within 30 days providing it hasn't been dispatched - Also fine!

However, if you get in touch with them via live chat they will tell you one thing and do another... Cancelled the order only to discover 36 hrs later that my item has been billed and dispatched.

Nice one.

I recently bought a Nightmare Before Christmas suitcase off the Disney store website. When it arrived it was scratched and not in a condition you would hope for when buying a new item. After raising my compliment with Disney's customer service team, they responded to my email very quickly. They have sent a new suitcase out which I should receive within the next two days. They also stated I did not need to return my original item but to dispose of it at my convenience. I was not expecting such a positive response and I really appreciate their high level of customer service when dealing with my compliment. I am very happy with the outcome and looking forward to receiving my new suitcase.

We ordered the new stuffed animals from the christoper robin movie. We ordered the 8th. We didn't get an update for over an week, so we contacted the store. They said they would look in to it. They came back 3 days later when we seeked contact again, not by email like they said they would. They said it would be delivered in the next 48 hours. Still not get the package, so i seeked contact again. Now they said they made a mistake with my adress, and that they are sold out now so we would get a refund. Yesterday they weren't sold out, so due to their slow work i can't get the stuffed animals i want.

As someone who is obsessed with all things Disney it pains me to leave only 2 stars for the website. Guest services are fantastic and deserve a 5! But the website itself not so much.

My first problem is the choice of delivery service. Hermes are the wrost company I have ever had the displeasure of dealing with and I am not alone in saying that. ALL of my UK Disney loving friends agree! They ALL have constant problems when using Hermes. Disney Store must be aware of this by now?! Countless stories of Hermes delivering our Disney packages in BINS! Over fences, being LEFT at the depot amongst MANY other horror stories. My latest problem was when I ordered my Aladdin shirt. Hermes marked their tracking as “attempted delivery but restricted will try again tomorrow’ which was a complete lie from them! I was in the whole day and they didn’t show up same happened the day afterwards! You would think Disney being as rich as they are can actually afford to offer us a courier who know how to do their job! UPS and ParcelForce are great! Why don’t you use them? Or at least give us the option (in case other people prefer Hermes) I end up complaining to Disney Guest Services about Hermes and my friends too because they mess up with their orders too! And yet Disney GS are really kind and refund our postage but unfortunately the website STILL crazy enough to only use Hermes!

Another problem with Disney Store Online is not always mentioning when an item is Limited Edition. Perfect examples are the Singing Hector doll from Coco. He was never restocked. I remember seeing him online when he was first released, didn’t expect him to sell out that fast and even worse didn’t expect him TO NOT BE RESTOCKED! Nothing on his listing suggested he’d be limited edition! Same happened with the Nana plush and more recently the Wedding Dress Cinderella doll. None of their listings online said ‘Limited Edition’ Thanks to that scalpers then list them on ebay for disgusting prices because they know that those items were limited edition and sold out. Just great eh?! I was lucky that my best friend found the Cinderella in her local store and bought her for me. Nana I had no choice but to pay £38 on ebay from a scalper and as for Hector i’m still crying over him because I refuse to pay scalper prices. It’s just not fair! Waiting for my trip to Disneyland Paris to see if he’s still there at least.I was gifted the plush version by my friend’s mum because she knows how badly I want the singing version and how sad I am about it.

Second to last problem...WHY NO PLUS SIZE in adult clothing?! US store has up to 4XL possibly bigger. Plus size women and men deserve to wear our favourite Disney merch too! I end up having to buy from EMP because your website only goes up to XL! Nothing wrong with being plus size and we should be treated as equals!

FINAL problem..

Whats with the ridiculously small quantity of Limited Edition 17” Mulan doll that Europe are getting compared to the US? Europe as a whole (so however many shops that sell them in the whole of Europe plus all of our online quantities will be included in this) is 1051! WHAT?! Is that a joke? For the WHOLE of Europe! The US are getting 4449 then? How is that fair? We’ve had higher quantities before and you know how popular the LE’s are with us adult collectors! I dread to think how many will be available online and in the stores considering that 1051 is for the WHOLE of Europe! Seriously! If I don’t succeed in getting her i’m going to be devastated!

So unfortunately Disney Store I had to tae off some stars for all of this because it’s utterly unforgivable.
Lovely cast members in Guest Services but these issues need to be sorted out and quick!

yet again no mickey for my daughter in spite of me having it in my basket at 8am. The site doesn't refresh and then glitches out due to promo codes that it adds but won't let you un tick. Disney store uk, you should be ashamed. I will boycott and I hope others do to. My daughter has spent thousands on trips to Disney with her next trip booked for this August yet she can't get hold of a mouse. It's ludicrous. I hope those monsters buying them to make money get stuck with them.

I ordered two personalised spiderman t-shirts and they messed up my order and only personalised one of them.

Delivery was not within the timescale they promised and when the t-shirts arrived; they were green and not blue advertised.

I contacted Disney once again and sent them photo's of the t-shirt only to be told that it's meant to be this colour.

Spiderman does not have any green in his suit!

I have ordered personalised items that my 5 year old daughter has chosen for her first group holiday. All the other children in the group have their items personalised.
The items I ordered did not arrive so I contacted Disney and explained the situation.
I beg them on my daughter's behalf to provide her with a voucher so she can go into the Disney store to pick out something to compensate.
I'm deeply saddened and shocked with the lack of compassion my daughter has received as this is a children's store,the look on my daughter's face brought tears to my eyes when I had to explain to her that her items have not arrived.
She asked me if we could go to the Disney store so we can get something else.
The reason I was begging the Disney store for some kind of voucher is because the refund would not process in time before our holiday.

Ordered on 3/29 still have not seen the package and they charged the credit card more then the invoice. DO NOT BUY!!!!

Ordered a dress tat said size 12-14 and I am a 12. It came and was too big. I thought no problems will return it using postage label they gave.

I have tracked return and they had this over 3 weeks ago and I am still yet to get a refund. I called customer services who said it can take up to a month!!! They keep your money for weeks rather than refund you! Disgraceful customer services.

I was going to wait for refund before I ordered again in smaller size, don't think I will bother now. this is one lost customer ;(