Shopping with Disney on line complaint

[Tiggernut]

Hi everyone. I hope you dont mind me posting here. ive been lurking on here for a few months and although im only a guest at the parks (not a pass holder lol) i think you all do a FANTASTIC job. :lovers:

anyway...........

not sure this is the right place but i thought you guys might have some idea of what if anything i can do.

I live in England but have used disneyshopping.com quite a few times with no problems whatsoever....until saturday. i order a few things and paid but forgot to add a halloween costume to my order. I decided to phone disney shopping and ask if they could add it on for me. the lady i spoke to was as polite as ever and passed me to international orders who cut me off :mad: i phone again and am put through. i explain the problem and am told no problem i'll add this right away. Great! i then receive an email telling me that they cannot ship this to me as its out of stock. i check the website and nope still in stock. so i phone again and again get cut off :mad: i try again and am told that they cannot ship plush items internationally!

there's no way round this according to the CM and his supervisor. i check your exporting laws and our import ones but cant find anything, so i email and ask where they got this info from as its wrong. i get an email back saying its a mis understanding and its been added to my order. (still with me??lol)

today i get another email telling me that the item will not be shipped as they are now sold out! :mad: again i check the website and nope still on sale. so i phone for the 5th time and speak to someone just to check stock levels they tell me theres loads! so i ask to be put through to international orders explain what has happened that i have had to phone 5 times from the UK to sort this out. the lady tells me that it was a sizing error and it has now been added to my order!

I have written to the shopping site telling them of my complaints but i get a bog standard reply everytime "we're sorry for any difficulties but can see from your order it is now sorted" but its not! although, hopefully, the costume is definetly on its way the fact that i had to phone 5 times and was lied to at least twice doesnt mean its sorted to me!

Im sooooo sorry ive waffled on but you guys are a wealth of knowledge and i thought maybe you could point me in the right direction :lovers:

[ponytreegirl]

Just realize that disneyshopping.com is no longer owned by Disney. I believe they sold it a while back to some other company, who is less than stellar in their customer service.

[Zazu]

Tiggernut, what you've been through with disneyshopping.com is an absolutely classic example of what we call "The Carousel of Policy", sometimes expressed as, "Three managers, four policies."

Part of it is the result of the Company being so very large and spread all over the globe. Part of it is the result of induhvidual incompetence. Part of it is the result of good people like you sending polite and constructive letters of complaint -- to the wrong place. Last I checked, SGT isn't in charge of disneyshopping.com.

Though if we did, we'd probably offer a line of strollers with square wheels, ponchos that melt when wet, and T-shirts that say "I *am* Dopey!"

I honestly recommend you send your letter, including the exact times and dates of your calls, including names whenever possible, and send it to whomever is in charge of Disneyshopping.com these days. (I honestly don't know if it's still part of the Company or if it was sold to A Kids Place along with the Disney Stores, but I suspect it's the former.)

If enough of us send such polite and constructive letters, eventually some of this mayhem may ease up a bit. But don't expect it to go away entirely, after all, we're still a huge, global corporation, and we still hire the occasional Stupid Cast Member.

[Tiggernut]

hi and thx.

Zazu i didnt for one minute think that SGT was incharge of disneyshopping!, i assumed, and it seems wrongly now if ponytreegirl is correct, that it was still owned by Disney.

i wasnt aiming my complaint to you personally or to the site but i thought as you were all Disney CM's here that you might have some idea of who i could actually contact about it or that some of the CM's from disneyshopping might actually post here!

[mechurchlady]

Don't mind Zazu being a little huffy as he does live up to his avatar at times.

All you can do is write letters, try to get media attention, and hope a nice cast member in that department reads your post and tries to help. It is not uncommon for phone operators for any company to forget that their customer is paying a lot of money to call the company. I had that happen recently and I am steaming because it is cross country phone call and I am on hold for 5 minutes.

You can try researching for the answer but Disney has a history of evasiveness. I tried to find someone to talk about piracy and copywrite stuff for a board I help out, ouch.

It took me, after I paid for one of their auctions, two years to find out that I had paid for not one but two years of Disney Blast. No billing or nothing. I ended up the second time owing the bank money because they took the last of my money and then some.

[ponytreegirl]

Well, I could easily be wrong. :) However, it is splashed all over othe rmessage boards that the reason the customer service has gone downhill so rapidly is because Disney outsourced the running of disneyshopping.com.

Is that accurate? I don't know, but personally I would think if Disney itself were still running the day to day operations, there would not be so many errors or mis-picked things, inaccurate charges, inaccurate packages sent, misplaced orders, BAD phone customer service, etc.

Now, I know Disney is huge and can have bad service just like any other company (like the dining reservation lady who yelled at me when we missed one of our priority seatings and tried to get into another restaurant the next day... I guess we should have gone to eat with a child throwing up everywhere? :p: ) but I would like to think it would not be as pervasive.

[Tiggernut]

thank you mechurch lady and ponytreegirl :) i'll rely on the email that i sent to them yesterday and see what comes of that. I know you can get bad customer service from any company but when its a Dsiney one i think it comes as more of a shock! I also teach customer service so its a bugbear of mine when i dont receive it the way that i teach it lol

thanks again xxx

[ponytreegirl]

Oh, I understand. I am the same way. I always say "Thank you and have a nice day" to the cashiers, because I learned it when I worked in a customer service job. You would be surprised how many of them look at me cross eyed and scowl at me for that. It is insane!

Also, I also annoy them when someone bags my groceries and I sit there and quietly rearrange the items so that chemicals are not with food and squashable items are not with heavy items. I know when I was a teen and I first worked in a grocery store, they drilled into our heads how to pack properly, ie: no eggs with canned goods, no bread under watermellons, no dishwashing soap with grapes, etc.

[Zazu]

Zazu i didnt for one minute think that SGT was incharge of disneyshopping!, i assumed, and it seems wrongly now if ponytreegirl is correct, that it was still owned by Disney.

My apologies, Tiggernut, for failing to put in enough smilies that you could read my attitude between my words. (I blame the rum -- 11 nights aboard the Disney Wonder and I've consuemed my fair share!)

i wasnt aiming my complaint to you personally or to the site but i thought as you were all Disney CM's here that you might have some idea of who i could actually contact about it or that some of the CM's from disneyshopping might actually post here!

Quite rightly so. If I knew the correct address, I would surely have given it to you in my first post. As I'm not even sure disneyshopping is still part of the Company, I honestly don't know. As I'm quite literally "at sea" this week, I can't even use my usual channels to look it up. If no one has posted the correct address to this thread by next week, I'll turn on my reference engine and see what I can find for you.

Sorry I got off on the wrong foot with you. It's hard to see either of them past this beak. ;)

[Tiggernut]

lol no worries zazu i kinda saw the smilies there all the same but didnt realise you guys actually did our quaint old english custom of sarcasm ;) :D: lol

no worries about the address good of you to offer though

hope you have a great time at sea but sounds like you and the rum are already :D:

xxx