Disneystore Avis 

Never in my life have I experienced such poor customer service from anywhere in my life !!!!! I ordered a few items for my sons birthday and the parcel arrived damaged and missed an item - long story short they sent me a new item but it missed my sons birthday and was no longer required - so I sent that and another item back …. 3 weeks later still not refund and tracking is showing as still on its way back - after countless emails back and forth they stopped replying completely… in the end I’ve had to ring to chase it and finally been issued a refund NEVER EVER EVER will I buy from Disney store ever again!!!!

If I could give zero I would!

Similar experience to others, my parcel never arrived, then was told Evri had attempted to deliver 3 times , I have CCTV and can say not one attempt was made to deliver. It took me several days of failed contact with Disney to find out what had happened multi long holds to be hung up on, chats disconnected, if only they had updated my order status it would have saved soooo much time and frustration. Anyway one month on and I still don't have my money back and the products are now out of stock amd wouldn't arrive in time for when I needed them. I've been told head office will contact me, I won't hold my breath.

Terrible.

Ordered some Zombie toys and a bag on a discount. They never made it to us. They have been returned to Disney. Checked the tracking to find the address had been filled out incorrectly, No street name, half the name and half the post code. Double checked the invoice, and it had the correct and full name and delivery address on it, Have tried calling, on hold for 57 minutes and gave up, webchat there is no one available and email is not being responded to.

1 star is too generous!!

My parcel was due to be delivered by DHL, they attempted delivery one day but wasn't in. The next day they said they tried but they didn't- as at the time they said they did, I was in with my front door wide open while it was being fixed. It since hasn't moved.

I have contacted Disney multiple times by chat, calls, email- not once have I had any follow up or response. Call times are ridiculous (all well over 15 minutes) and when you do get through you then get cut off. My purchase was over £200 and to say I'm unimpressed it an understatement and was not what I expected from them.

Returns policy ran by muppets. Got a gift for my niece the other week and it turns out she already had received it from her mother (which is fine) So i asked the team online if I could get a refund or store credit and they decided that they didn't want to take the item back as 'they don't sell it anymore'. Pretty sure that's illegal but whatever. Anyways I won't be shopping here anymore

If I could give no stars I would.

On more than one occasion now i’ve had a disney delivery where the box is completely broken at the bottom. Items missing. The boxes are clearly not fit for purpose.

I’ve been trying to resolve this every day since the parcel arrived. The online chat is shocking keeps cutting you off. If you call you only are able to be on hold for 19 minutes exactly then it cuts you off and you have to start the process again and no reply to my emails despite me sending photos of the evri delivery photo and my own photo.

Not sure how you are meant to get in touch to get your missing items sent seems impossible

DO NOT USE THIS SITE FOR ANY ORDERS. ABSOLUTE DOG POO POO.

Spent £30 as advertised to receive a collectible key.
When the order arrived, there was no key. They put in a horrible pin instead i did not want, as they were out of stock of the key. Disgusting they should have given me a chance to cancel the order as the promo gets you to spend the £30 in order to get the key. No key, and we would not order, what a con.

Ordered a mug during a recent release. At the time of ordering I took up a promotion to buy a second one to secure a free gift. From there on Shop Disney failed at every turn.

When the order eventually arrived, Shop Disney saw it fit to post ceramics in a plastic postal bag. By some miracle they were not broken.

Secondly and most importantly the gift item was missing (no sign of tampering). According to the delivery invoice it should have been in there. No email was received prior to delivery to advise it would be absent.

I phoned ShopDisney to address the situation. We confirmed it should have been there and I saw no evidence of tamper. I was told by the agent (who was pleasant enough) that the item was now out of stock.

The compensation offered was worse than the failure to deliver. As an apology for not fulfilling our contract (sale) I could have free standard delivery. So I would have to spend more money for a slow delivery service that wouldn’t necessarily guarantee my item would show up safely or at all! I asked for escalation of the complaint but was refused.

I only ordered two mugs for the purposes of the promotion. I would return the other one but I know from previous experience how difficult it is to get a refund using their “rebound” portal (it’s truly an awful process you have to micro manage to get your money back).

It’s been a while since that last experience so when I made this latest order I truly hoped they’d got better. Alas every facet of the ‘Mouse House’ is in decline. I’d have to be pretty desperate to order from Shop Disney in future. It’s 1 out 5 because I can’t give a zero.

Very poor customer 'service' indeed, bordering on sarcastic.

Last week within 24 hours of delivery I returned three Aristocats soft toys to Disney. Each toy unopened, but certainly adorable, I simply had a change of mind. All three toys were returned together in the same delivery bag they had arrived in.

Not long after I received an email saying I'd been refunded for just the one toy. When I've queried the reason as to why, and saying it's completely nonsensical to just do one refund when the three arrived together, the responses I've received sound scripted and clearly my logic has not been read.

Yes they may have 14 days to do the refund and a week has now elapsed but my observation still remains, why just do the one??

The people who "look after" their Facebook page don't properly read messages either.

All I want is my refund. The company is quick enough to deduct money but not so quick to refund.

What's ironic is, had they have treated me properly, my full intention has been to use the refunded money on an item of clothing.

We are absolutely appalled by our recent customer service experience from the overall website and customer service team.

We ordered some Toy Story toys for our little boy’s birthday in a month’s time and used a promo code.

We received an email saying that the order had been cancelled, with no explanation and therefore contacted customer services via chat.

After speaking and confining the same details with 3-4 different agents, we were finally advised that the order was cancelled as we broke their terms and conditions in regards to “freight forwarding.”

I explained to the agent that we pay for a mail collection service at a local storage unit facility as they have a manned reception all day to receive parcels for when we’re not at at home. We have all of our parcels sent there and have had numerous Disney Store parcels sent there in the past with no issues.

The agent just argued that storage units are classed as freight forwarding services and therefore again, this is why our order was cancelled. We then asked if we could have our promo code reset or a new one as the other had expired from being used and then cancelled, but was told we couldn’t.

We’d saved the code especially for this, and will now be taking our business elsewhere.

Disney Store in the UK. They are a shame upon the brand who should seriously consider the licensing. I purchased an item for £150 and then reconsidered.

I requested a refund. I was told I had to wait 3 working days for approval for my return. This is in fact illegal.

4 days later the system still wouldn’t let me file a return so I got in touch again. Was told again to wait 3 days. At some point in the next few days I raised a case with Resolver and my return was authorised and picked up.

A week after it was returned and was showing on their system as received their end I requested my refund, was told to wait 14 days. Again, ridiculous in this day and age, but fine.

I waited 14 days, so refund. I got in touch, was told again to wait 3 days for a response from head office. On day 16 I contacted PayPal and raised a case with them, by the next morning the money was in my account.

Between multiple breaching of distance selling rules and trading law, terrible terms and conditions, breaches of their own terms and conditions, a lack of escalation opportunities meaning the only option was to use 3rd party support, I would be very careful with purchasing from this company, unless you are satisfied that you’ll have almost no recourse should your item have any issues and they will hold onto your money for weeks. I have wasted hours on chat and been £150 short at Christmas, I’m yet to decide if I raise with with trading standards, I’m not sure I have the stamina.

Parcel arrived with an item missing, but seemed that might have been an Evri issue given the box looked like it had been opened and repacked. Contacted Disney who asked for photographs but quickly posted a replacement item.

I ordered an item from the Disney store two weeks ago as a birthday present. The package was supposed to arrive a few days ago. It hasn't even been shipped yet. This is some kind of unfunny joke!

I ordered 5 DVDs online. When I eventually received them one was missing. I tried ringing and waited nearly 20 minutes but still didn’t get through! (Must have been lots of complaints) I gave up and tried the online chat service. I was told I’d receive it Monday or sooner - it was already Saturday evening. It didn’t arrive. On line chat again, told they would email me to let me know when to expect delivery - yep, NO email. Tried online chat for a third time - still no nearer finding out when my missing goods can be expected! Not even an apology - money back time I think. Won’t be using this website again! Pity you have to give any stars in the review as they definitely wouldn’t be getting any!!

My wife and I visited the store on 11July 2019. We were buying gifts for our grand children. The staff were so so helpful- pointing us to the right products/sizes (thank you shop floor supervisor (?) This young chap was so informative of what would be best for our 3 kiddies ( twin boys and a little girl - all 3 years old in August!) But a special mention for Channon - who surched the stock room for the last Woody cowboy hat to go with the dressing up outfit we had just bought. All were so friendly and helpful!! Thank you!

Found some great Lion King themed toys for my niece's birthday which i'm sure she'll love after watching the movie - managed to save some money on my order too which is always a nice touch.

I have now bought off the Disney online website 3 times and twice there has been a problem with the new toy story 4 toy set. I emailed them about the broken product (buzz lightyear) and they got back to me after a week when they said it could take 48 to 72 hours which is very poor to start off with then finally gaining contact they kindly replaced the whole set for me which is very convenient and generous because I was not expecting them to do so.but I have now received the replacement and it now the whole packaging and product is damaged and the quality of the product is not at a suitable standard to sell the product now I think this could be Disney’s fault and Hermes fault but I’m not very pleased as these are meant to be presents for my younger siblings

Tried to review a toy on their website which stopped working after 1 day but they have rejected the review without reason so thought I should warn others on here. I decided to try changing the batteries which was difficult as they are the really small round batteries which kept popping out so all in all took me half an hour to do but still the toy was not working. The main point I wanted to get across was tiny batteries should not be used on children’s toys it is dangerous!

Never any problems.
White Rose store in Leeds get a special mention. Lovely staff