Disney Store

Review: I ordered a personalized scarf for my daughter on 11-*-13. Due to a system glitch on the part of the Disney store, an order made in June expired and required payment. However, nobody addressed this issue with me until I contacted the company Nov [redacted] wondering why my order had not yet shipped. On November [redacted], I spoke with them again and she assured me that the items I ordered would not be out of stock because they were "reserved" for me and have been placed on hold. I also spoke with another representative on 11-**-13 and was told everything was taken care of and payment had been recorded from the system glitch back in June. She also assured me my current order was "reserved" for me and would ship right away. I asked for a manager to call me back due to this rep's rudeness, but when that didn't happen, I called again on the [redacted] and spoke to another representative who informed me that the rep on Monday the [redacted] didn't remove any holds and didn't ensure my order was processing. He was able to get the order processing and again assured me that my items would be shipped. I received shipment confirmation on 11-** for most of my order, but 4 items did not ship. I called and spent another hour on the phone just to find out that it was still "processing" because they had a delay with personalized items. Just received a phone call at about 5:30pm on 11/** telling me that the items that did not ship on my order were sold out and I will not be receiving them. I told her the Disney Store has the scarf and I would go buy it (full price now), and send it to them to personalize it for my daughter, but she refused. All I want is the matching scarf that goes with my daughter's jacket. It is ridiculous to go through this and to be lied to on multiple occasions from this company. I have many of the communications in writing through their "chat" system, and phone calls made with representatives should be able to be pulled to hear the lies told to me by multiple reps.Desired Settlement: I want the items I ordered to be sent to me promptly or if I need to buy them at the Disney Store here, I want to be reimbursed for the difference in price and to have the company pay for shipping and personalization for the scarf that was promised and in their words "reserved" for me.

Business

Response:

We have located a replacement item, and have shipped this to our Guest. We believe this will fully resolve our Guest’s concern. We have made several attempts to contact her, though have not been able to connect.

Season’s Greetings!

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