[lawwin]

OK!! So, this starts out when we were at WDW in Oct. 2003. There was a photo album that I wanted at the Emporium, actually it was a photo album box made of WOOD (this fact will become important later, so please remember it.) In the rush of everything, I meant to go back and get it, but I didn't. So, anyways - here we are 6 months later and I need a new tassle for my Mickey graduation cap with the ears because I will graduating in December and the tassle on the cap that I have does not have this year's date on it. I bought it a few years ago at the Disney store because I liked it and knowing that I would have the chance to use it one day, but the tassle thing wasn't even a thought then, so I dig out the receipt and call the D-store and guess what? They don't sell them anymore, but she suggests disney mail-order and gives me the phone #. So, I call there and they don't have any on their screen, but the cm remembers that they had some like that for grad night and says wait a minute I'll check - she tells me they have them at the Emporium with the mickey ears and that shipping is 8.95. This is when I get the idea to ask how much will shipping be for 2 items. The cm says 10.95. So, I tell her about the wood photo box that I saw at the emporium, she says that she will call over there and get the # for it. She does and enters it into the system. Voila, I can get my wood photo box and tassle for my mickey ears (I'll give the second set of ears to lil brer.) I order everything, get the confirmation # and anxiously await my package.

The package arrives at my mother's house after 3 weeks (I had to do that way because I don't have a CC), and I get over there and open it up. The graduation cap is a little bent from being shoved into the box, but that's ok cause I only really wanted the tassle. However, the photo album is a BLACK pasteboard one that folds out on all four sides and does not hold a photo on the front cover. I look at it as soon as I uncover it in the box and say "that's not wood." That's not the photo box I wanted and not even close, and worse there's no invoice in the box. Nothing, just a green piece of paper that tells me what to do if there is a problem. Oh, Yeah, there is a problem.

The next day, I call disney mail order and speak to a cm about the photo album, and I tell her that it is not the photo album that I wanted or ordered that I wanted a WOOD photo box. She says that I can return it and gives me an RMA#, and I ask about the shipping to return the item because it was not what I ordered, the cm states that I have to pay to ship it back if I'm not happy with it that disney only pays to ship it back if they send the wrong item. I said that it is wrong because I asked for a WOOD photo box and I got a black pasteboard photo album and that's not even close and the cm then says what does it say on your invoice, to which my reply is what invoice there wasn't one in the box? She then states that without an invoice there is no way for me (meaning the person she is talking to) to determine that WDW sent the wrong item and therefore if I want to return the item and receive proper credit for it, I will have to pay to ship it back. So, I hang up the phone and leave the photo album in the box where it still remains because it isn't the one I wanted or asked for.

Fast forward to this morning (about three weeks from the date of the conversation with that last cm), I have been stewing about paying for something I didn't order and paying return shipping for something I didn't want, so when my mom told me this morning she would just take the photo album, I decided to call Disney mail order one more time and try to straighten this mess out. I talked to a very nice CM named Lindy and guess what? They sent me the wrong item. She looked it up. They don't even have the same item #s. She didn't understand why there was no invoice in the box, and was very sorry about the treatment I received from the other cm and said that no I should not have to pay shipping to return the item, but the good part is I am getting the WOOD photo box that I asked for shipped to me free of charge - item and shipping, and I don't have to return the other photo album that I didn't order because of all the trouble I was put through.

Thank you very much Lindy. Disney made it right, and now lil brer has a photo album for her pictures for this year's trip to WDW and we don't even go till Oct. I will just be very happy to get my wood photo box, and next time I will make sure not to leave WDW without getting everything I want when I am there. See there is a lesson to be learned in this story.

[asp8tis]

lawwin - I'm so glad that this all worked out for you. It's great to hear that the second cm you talked to worked a little bit harder to solve your problem. It just goes to show that it really can pay to take the time to try again if you initially don't get the response you'd hoped for!

[lawwin]

Yeah, I knew that it wasn't my fault that I got the wrong photo album and that first cm made me feel so bad and I knew that I shouldn't have to pay for the wrong item or to ship it back to them. I also did not want to have to wait until Oct. to get the album I really did want. It just wasn't fair, and I knew if talked to the right person, I could get it straighten out and I did. I felt so much better about it after I talked to her and I knew that a mistake had been made. Thanks for the encouragement. Sssee you can get something fixed with Disney if you put forth enough effort and try. It really is worth it.