Disneystore Omdömen 137

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.

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.