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@DisneyStore @myhermes DisneyStore-Worst customer service of my life!! ***Resolved***


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Last Tuesday was the much awaited release of some limited edition dolls. I am a collector, I have been my entire life, I have spent literally thousands. I got up at the crack of dawn and waited for them to be listed online. I managed to get the two I wanted but separately . I received my tracking code (Disney use Hermes), I noticed the code was an old one of mine from three months ago but had been updating the new order. The second order was doing the same. I asked Disney on Facebook what was going on with this and was told it was a "mistake". I asked well if this code is a mistake what is my tracking code? I did not receive a reply.

 

 

Then I check the tracking on Friday and both orders had changed to "not delivered-address query". I rang Disney to find out what was going on and she said "that's a tracking code from three months ago" I told her I was well aware of this, and had questioned it on facebook, but it was not dealt with. And besides the code was updating that day. She then told me when she puts in the code I was emailed its bringing up someone elses name. She put me on hold several times. She then told me " I have no idea what is going on". I was then promised a call back, which to be fair she did. she told me she "still had no idea what was going on and I have escalated this as an emergency" (?!).

 

 

After this call I checked on Facebook, others are complaining of this same issue. In addition, some who ordered one doll, have received an entirely different doll (the only one that hasn't sold out), Clearly something has gone very very wrong with these orders. It took Disney several hours to respond to these messages on Facebook.

 

 

After this i've checked the tracking for both orders again, one has changed to delivered and "not delivered- address query" has completely disappeared. I rang work to check id been sent the right one and luckily it was. However, still no sign of the other doll (incidentally the one I wanted the most and went for first). Also, when ive gone to work to pick up the box, the box its been sent in has written all over the side for all to see what the box contains. Sorry, but this seems like a special brand of stupid to me!! I rang Disney again to tell them one had been delivered and is there any news on the second. I was told the "emergency escalation has not been responded to yet". The attitude of the staff on these calls has been infuriating, they don't seem to care at all and give the impression of 'and?'.

 

 

I rang again on Saturday. I was told I would have an update "On Monday". I've rang again on Monday to be told "we are waiting to hear back from the warehouse". He promised me that he would ring me back "on or before 6 o clock even if there is no update". Unsurprisingly this call never happened. In the meantime pretty much all of my messages on facebook have been ignored and the page is full of others saying the same ie getting ignored. I have also emailed the chief exec THREE TIMES and have not received any response whatsoever.

 

 

These dolls were very expensive and cannot be replaced, Other than buying off ebay for £200 plus. I cannot put into words how frustrated/disgusted I am with Disney.

 

 

Also worth noting, before this I had twice received emails/txt messages informing me my order was on its way, At that point I had no order!!!! I was even able to follow the tracking despite it not being mine. I had emailed Disney about this asking what was going on and is there some sort of data issue. Yet again, this was ignored!!

 

 

It sewems to me Disney are in chaos at the moment and have put up a wall of silence!!!

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Hi Hacked_Off

 

Time to escalate the matter, send a Formal Letter of Complaint, mark it as such. Explain what's happened, how they have let you down and what you want them to do. Explain that you've sent 3 emails to Mr. Graham Burridge, Managing Director, UK, but no response.

 

Send it to:-

 

Mr Robert Iger

CEO

Walt Disney

[email protected]

 

 

i paid with paypal on both orders. Ive emziled a formal complaint to Graham and two updates of whats been going on, so far I have nor received any response whatsoever.
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Hi Hacked_Off

 

Time to escalate the matter, send a Formal Letter of Complaint, mark it as such. Explain what's happened, how they have let you down and what you want them to do. Explain that you've sent 3 emails to Mr. Graham Burridge, Managing Director, UK, but no response.

 

Send it to:-

 

Mr Robert Iger

CEO

Walt Disney

[email protected]

 

 

 

Done that earlier ;)

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Excellent, should get a response.

 

a) Have you raised a dispute with paypallink3.gif?

 

b) Did you use a debit or credit card to fund your Paypal account?

Was the balance of your Paypal account zero, when you paid by debit/credit card?

 

Done that earlier ;)
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Excellent, should get a response.

 

a) Have you raised a dispute with paypallink3.gif?

 

b) Did you use a debit or credit card to fund your Paypal account?

Was the balance of your Paypal account zero, when you paid by debit/credit card?

 

 

Debit card funded paypal. Ive not raised a dispute because I want my item!

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Lets see if you get a response from Disney.

 

But if the balance on your Paypal account was zero when you carried out the transaction, then you can carry out a Chargeback. The clock is ticking regards carrying out a Chargeback.

 

Again the clock is ticking on raising a Paypal dispute.

 

 

Debit card funded paypal. Ive not raised a dispute because I want my item!
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Lets see if you get a response from Disney.

 

But if the balance on your Paypal account was zero when you carried out the transaction, then you can carry out a Chargeback. The clock is ticking regards carrying out a Chargeback.

 

Again the clock is ticking on raising a Paypal dispute.

 

 

that's a good point, what the timelimit?

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hank you for taking the time to contact us. Your case has been escalated to myself following your emails to Bob Iger and Graham Burridge.

 

We are sorry to learn of your disappointment following your experience with us, and we thank you for your patience while this was investigated for you. Please be assured the satisfaction of our Guests is of paramount importance to us, and we apologise that your expectations were not met on this occasion.

 

Firstly we would like to apologise that the callback you were expecting has not happened as of yet. Our Guest Services team have been looking into your case, and had escalated to us here in Head Office. This has involved us liaising with a number of teams to ensure this was resolved for you, and we apologise that this was not in the timeframe you would have hoped for. Due to a systemic error with your tracking number there has been a delay in sending your Maleficent doll to you, and we apologise for any frustration this may have caused. Following investigation, this is now being resolved and the doll will be out for delivery today or tomorrow. We thank you once again for your patience with this matter, and we hope you are looking forward to adding Maleficent to your collection.

 

We would like to assure you that a select number of dolls are reserved for any quality issues following each release. Should you find that your doll has not arrived in the condition you would have wished for, we invite you to contact us as soon as possible so we are able to assist you. May we take this opportunity to thank you for your feedback regarding the packaging of your Aurora doll; we can assure you this has been shared with the relevant teams for future considerations and we encourage you to share any further feedback you may have.

 

With regards to the Blue Aurora Doll issue, we can advise that this was flagged to us on Friday afternoon. As I am sure you can appreciate, it can sometimes take a little time to resolve such issues, and as such Guests querying this were responded to on Facebook as soon as the information was available, early on Friday evening.

 

Feedback we receive from our collectors is invaluable to us, and is integral for planning future releases. We would like to apologise again, that your recent experience with Disney Store has not been what you, or we, would have hoped. We thank you once more for your patience while this issue was investigated for you and if we can assist you any further, please do not hesitate to let us know.

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All you can do is call them as suggested.

 

'Should you find that your doll has not arrived in the condition you would have wished for, we invite you to contact us as soon as possible so we are able to assist you'.

 

nope no doll
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