Disneystore Avis 

Three items sent, one had defect. Contacted customer advice number and sorted issue quickly. Returned item and express delivery brought replacement next day. Customer advice agent was really helpful. Best customer advice I’ve had in a long time.

Ordered two items only one arrived as they only put one in the package. Item is now out of stock so they gave me a refund. THEY HAD ONE JOB TO DO, THATS ALL.

Ordered from online store item not sent, no tracking. Disney contact number is fake. Doesn't work constant loop cutting you off. They do not respond to email. Total rip off from one of the world's biggest company. ⁹

Two parcels gone missing/ not delivered. Both with important gifts in which cannot be re ordered.
Disney you are letting your customers down by using the worst delivery service evri.
Also trying to get hold of disney is a nightmare. Online chat just goes round in circles never connecting to a cast member. Phone line cuts off whilst you are holding for a cast member. Really awful customer service.
Please disney sort this out.

My parcel was destroyed or stolen by EVRI so you are told to contact disney, who dont answer the phones and the chat bot send you on a infinite loop.

Absolute garbage service,
Both Disney and EVRi.

After reading several negative reviews, I felt compelled to share my own experiences to offer a different perspective.

I have shopped with the Disney Store dozens of times over the years—buying for my two children and three nephews—and I have never encountered a single issue. Their packaging is incredibly robust, and every item I've ever purchased has arrived in pristine, brand-new condition without a single dent, mark, or sign of mishandling.

Whenever I’ve needed to call customer support, including just a few days ago, the process has been seamless. After navigating a quick three-option menu, I am consistently speaking to a helpful representative within a minute.

On my most recent order, I made a mistake and needed to change the carrier and shipping speed. The support agent took personal ownership of the issue. He promised to monitor the tracking and intercept the package with a "return to sender" request the exact moment it went out for delivery—which, from personal experience, I know is the only way to halt this particular carrier. He absolutely delivered on that promise. Minutes after I received the "out for delivery" notification, I was updated that the parcel was already on its way back to Disney. My refund email arrived within hours, and the funds were back in my account in 24 hours. The replacement order arrived flawlessly, exactly in line with all my previous experiences.

Additionally, as someone whose family works in the soft toys and figures industry, I can speak firsthand to the product quality: Disney merchandise is simply the best that can be made.

Reading negative comments just doesn't do justice to this great company and its hard-working warehouse and support personnel. If you’ve never shopped with Disney UK, give them a try. You will be left wondering where those negative reviews even came from.

Why does one of the worlds biggest corporations use the worlds worst delivery courier?!?
£6.00 delivery for Evri!!! Just to say that again, EVRI! (You can get a proper trusted courier service for that price)
Ordered my £6 delivery and arrived totally trashed, the packaging box was destroyed and the two figures inside were crushed beyond belief.
Here’s some feedback Disney, DO NOT USE EVRI.

Bought £300 item, returned item using their very own label and shipping provider Evri, then told the item isn’t in the box and I’m lying, have a purchase history of 5+ years on my account but for Disney this isn’t good enough, asked for weight proof and no reply, they’re literally stealing from me? Who’s the lying thief now??? Disgusting company AVOID!!!!!!

Absolutely terrible. Broken tracking link, 5 days late, no ability to speak to staff… thought this would be a reputable company

Product delivered in open box - terrible customer service - "cast members" keep disconnecting on the customer service chat - very rude - don't care that this is a kids birthday present - why buy from them directly? - might as well go to eBay or Amazon...

Extremely disappointed with my recent experience with Disney Store UK.

I ordered a £370 Darth Maul (Shadow Lord) Limited Edition Legacy LIGHTSABER Hilt, only to discover when opening the parcel that although the display box was present, the internal packaging had already been torn open and the actual lightsaber hilt itself was completely missing.

I reported the issue immediately and supplied photographic evidence showing the packaging had clearly been tampered with before opening. Despite this, Disney Store repeatedly focused only on the fact that an outer parcel was delivered to my address, while ignoring the fact that the actual item I paid for was not inside the box.

After days of delays, repeated holding responses, and an “investigation”, Disney Store ultimately refused both a refund and replacement, claiming this constituted a “successful delivery”.

A box arriving without the product inside is not a successful delivery.

For a company of Disney’s size and reputation, I expected significantly better customer service and a far fairer resolution process — especially for a high-value limited-edition collector’s item.

Very frustrating and incredibly disappointing experience - even a 1 star feels too high

Absolutely rubbish, was trying to purchase the May the 4th collection and I was on there a 8am by 8:02am had everything in my basket clicking checkout, couldn’t manage to actually complete the order until gone 9am as the address page and then the payment page just kept loading with nothing changing. Finally managed to check out only for a couple hours later to be emailed my order has been cancelled due to a glitch on their site. Something always goes wrong with their site whenever they have a big release, can’t see how a big company like this can struggle so much. Bet any money bots were on there that morning and purchase multiple only to resell so the people who actually want them ( like my brother) can’t have them.

On May 4th they launched a line of Star Wars items. I spent over 40 minutes trying to checkout. Eventually I managed to make payment for the items. It saved me a trip going to the London store, right? 6 hours later I recieved an email telling me my order was cancelled and that I could expect a refund in 5-7 business days. I emailed back and complaibed and they were not at all helpful. Barely apologised. Wouldn't even offer a token amount of store credit as a goodwill gesture for holding my money hostage and wasting my time.

Absolute rubbish. 2 orders didn't go through for Star Wars Day but I now have 2 pending transactions for over £100.
I wonder how many others experienced similar issues at 8am on May the 4th.
Received an email later on in the day (6hrs later) saying sorry for overwhelming demand but by then I didn't care and the pin badges I wanted had sold out. Pathetic system and service. Done buying from Disney.

Without question the worst online retailer in the United Kingdom, and probably the world.

They advertise in demand items, then never get enough stock to cover the massive demand, which more often than not leads to you missing out.

Meanwhile, other Disney Stores still have stock many hours later; it's just the UK which can't do the simplest job of getting stock for its customers.

I have so many tales of woe with this company that I could write a book. Suffice it to say that business schools should use this as a case study for why monopolies are a bad thing.

Made an order within the time limit on 31 Jan over £30 for the Free 101 Dalmatians 65th Anniversary Key. I didn't get it in my order with no mention that it wouldn't be sent. Be aware of this website.

I ordered an item which dropped by £100 shortly after purchase. I contacted customer service to ask whether they could refund the difference, but was told this isn’t possible.

Instead, I was advised that the only option is to return the item and place a brand-new order at the lower price. This means unnecessary shipping, handling and packaging for something that could be resolved with a simple partial refund.

While I understand companies can set their own pricing policies, this approach feels outdated, inconvenient, and environmentally wasteful. Many retailers now offer goodwill price adjustments within a short window, and it’s disappointing that Disney Store UK does not.

Customer service was polite, but the policy itself is poor and creates avoidable hassle for customers.

Jeg modtog en ordre hvor varen var i stykker. Jeg kontaktede disneystore via deres hjemmeside og jeg synes de var hurtige til at svare tilbage og deres håndtering af problemet var helt i top!

Just wanted to balance out the reviews as alot of the time bad reviews come in more than good ones. Ordered two items on 1st Dec and 4th Dec . The 1st Dec order arrived on 10th Dec and 4th Dec arrived 12th Dec They do have a message on there website stating delivery may take an extra 2 days longer over the expected delivery date which happened for the 1st order and only one extra day on the 2nd order. I have take a star off as the order history page did not change dates to reflect the extra delivery time. All in all very please items packaged well for delivery and Evri emails for tracking came into my inbox before the Disney one to say it has been dispatched.

Omg it almost I feel like I am being scammed at the moment . Same story I've placed my order on 20th of November still have not received it to now a day. I've contacted them initially as my tracking was stuck on delivery attempt one fort like 5 days... there was no attempt my door camera didn't record anything!!! I've e mailed them like 6 times now just to get generic respond ,I've never experienced anything like this before with any other company I think like this should be reported somewhere. Such a awful customer service non existing one ..... wish me luck .... I guess mu soon christmas present will never arrive.