[Cinderellafifi]

Of course, I shop DisneyStore.com. Very often, as most of us Disney lovers do.

Well, I put in an order this week. Not less than 24 hours later, I got an email from Disney directly that my order amount qualified for free shipping. ($50.00 and over). So, I called Disney Online this morning to see if I could get my shipping charge waived.

Well, I had the bad luck of dealing with Theresa who was very upset that I was calling about such a thing. She was downright disrespectful and rude! No sooner than I explained my order and the offer were less than 24 hours apart, she had an attitude. She told me she could not waive the shipping. I asked her to cancel the order. She said she couldn't because it was already shipped. I asked why I had not received confirmation of such and she told me it was too soon for that. I told her this is all too convenient.

I asked why she was so defensive when this had nothing to do with her and me but me and the company. She said I was implying that she was lying about something. I told her that, had I thought she were lying, I wouldn't imply it I would express it. She told me then to have a nice day and hung up.

Needless to say, I am livid. I double checked my order and, of course, it hasn't been shipped. I sent customer service an email about this and will be writing a letter, too.

Shame on you DisneyStore and Theresa! Had Theresa been nice, I would have let the whole thing go since the shipping charge is so nominal. :( :(

[MickeyMac]

Wow - that is awful! I've had bad experiences the last two times I've ordered from there... makes me wonder what is going on.

[trishb]

Now that you mention it...my Pop Princess arrived in a warehouse damaged box. I complained, but it seems like too much trouble to send it back.

[MickeyMac]

Trish,

Did you know you can always return items to the store?

Can I ask - is that still a popular item in yoru house? My daughter is dying for one, but I hate to get her started on yet another type of doll that she insists she needs to collect...:p

[trishb]

Let me tell you....I bought the Pop Princess for my niece (who is 7 and loves the princesses). It's a Christmas gift.

I think it is so neat!! I mean, dolls didn't do cool stuff like that when I was a kid! The price was pretty reasonable, too. $20 for a Christmas gift that she will love, well worth it!

I've already wrapped it. The only thing wrong was the box was cut and sqwished. The doll seemed fine to me. She'll never notice, anyway.

[Amethyst]

Since you have the girl's name, have you considered calling back and asking for a manager? They may be able to look into incoming call logs to pinpoint who you spoke to based on time, date etc. I'm noticing customer service is not exactly up to par at their stores either. Lately, they've been more interested in pre-selling DVDs than answering questions or even giving you promo items you're supposed to receive. Seems they may be saving them for their friends. I'm not one looking for handouts but at the same time, I spend upwards of $75 each time I walk into a DS. And I do go often.

[dksmith]

I guess it depends on who you talk to. My past experience with Disneystore.com was very good. I bought a Buzz Lightyear costume for my son and a few days later it went on sale. I called customer service and asked if they could credit the difference for me. I was told it was not a problem and within two days they credited the difference to my credit card.

[Cinderellafifi]

Update:

I received a reply to my email complaint and was basically told that the rep was correct in not giving me the retro-active shipping deal but that they would this "one time". I don't think they got the point - the $10.00 shipping fee was not the issue of my complaint - the attitude of the rep was. Anyway, I responded and told the company I appreciated their prompt reply.

This is the first time I had a problem with Disney online. Of course, I have only had to call to check on an order on other time.

So, I thought it only fair to let everyone know that Disney online did follow up.

[Cinderellafifi]

Another update:

More proof that sometimes complaining doesn't fall on deaf ears, now Disney has sent me a $20.00 coupon because of my experience with the rude phone rep.

As you might recall, I not only wrote on on-line complaint but an actual letter. This coupon came with a nice letter which actually dealt with my issue (not a form letter). It was very nice to receive and even better to find the coupon. :)

Again, I think it only fair that if I am able to vent about a bad experience, I have to write about the good, too. :)

[MickeyMac]

That is great Cinderellafifi - now you get to treat yourself to some of those sales they've been having! Enjoy!