Disneyland

Review: On June 11th, 2015 at approximately 9:25pm after eating at [redacted] we preceded towards the radiator springs car ride. When we got there I noticed a lady (unknown name, [redacted], young in her mid 20s, with long dark brown hair) standing in front of the entrance to the line. We noticed that there were people walking in all three of the lines. So I asked her which line is the fastest. She stated that one line is for the “fast-pass” one line is for “single riders” and another is the regular “standby” line. I asked her questions about the single rider line and she told me that you are not guaranteed to sit together. I said, ok and told her that we would like to sit together. I asked her again which line to go into and at that point she pointed to the line on the far right. We got to the front of the line and at that point we were greeted again by the same lady. She took me to another line and my partner stood waiting there. I said excuse me we are together and she didn’t even explain to me where she was taking me all she said was, “you go over there.” I stood there arguing with her and everyone looking at us arguing including her coworkers. She told me that I knew what line I got into and blamed me for going into this line. I told her calmly and very nicely that the signs were not clear and dark and I remember telling her that we wanted to ride together why did you direct us into the single rider line. After about 5 minutes of arguing with her back and forth I asked to speak to her manager. She got on the phone and spoke to someone and about after 10 minutes a “lead” came. His name was [redacted]. I started off with explaining to him what happened. He appeared un interested in listening to me and constantly cutting me off saying that “this is what the lady told you.” He obviously took her side and did not care to listen because I was arguing with him in front of other customers my partner and his co workers. I asked him is he was the manager.Desired Settlement: I would like an apology and credit for the rides that we missed and time we spent. We ended the night very bad and will always remember how we were treated.

Business

Response:

July 9, 2015

Review: Disneyland is "the happiest place on Earth." It is truly a time machine; anyone who passes through the gates are quickly taken back to their childhood and nostalgic feelings of bliss overwhelm them. I wish I could say that was the case for my last experience at Disneyland, unfortunately it was far from that.

My husband passed away in June 2011, leaving myself and our 3 children behind (ages 3, 2, and 5 mo. old at the time). It all happened so suddenly (he passed within a month of diagnosis) and it was extremely traumatic for me and all 3 babies. My husband lived to provide for our family; he always tried to make us happy which included suprising me and my oldest son with a Disney Annual Passport (the younger ones did not need one). After his passing, to keep my children distracted from their shaken lives, as well as try to ease my mind, I decided that a Disneyland trip was much needed. Once we got there, I decided it would be a good time to switch the Annual Passports to my credit card instead of remaining on my husband's. I explained my situation and showed proof of my husband's death certificate, but was still cold heartedly refused and told "Your husband needs to come in to change it, sorry." What?!?! I was in disbelief! She did not budge to sympathize or help me! It was a nightmare! I did not enter the park and have refused to go back since. That day was so sad and ugly! my children and I were so sad to have been mistreated. Since then, my kids have begged and cried to go to Disneyland, but I refuse. After all these years, my kids like most, have grown up singing to Disney movies, dressing up as their favorite characters, and idolizing their favorite characters as well. I feel like it is such a shame that I live in SoCal, with Disneyland 15 minutes away, and I can't take my children there because we were disrespected so horribly. I admit that I would love to visit again, but I am just so ashamed and hurt that Disneyland could make us feel this way.Desired Settlement: I do believe that my children and I deserve to go to Disneyland again. My children should not be deprived of a happy childhood. They have already lost so much....We should not feel as though we are not welcome. I believe some sort of sincere apology is deserved for demanding that my late husband somehow appear and take care of his credit card. So heartless, my gosh. I would also appreciate if there was any way my son could get back the months lost on his Annual pass. I need something to make me believe that Disneyland is not this crazy horrible money hungry company; that they are really about making everyone feel welcome and they genuinely believe in making dreams come true.

Business

Response:

April 27, 2015

Review: Visited Disneyland LA in July 2014 from England and spent 50 mins to 1 hour in most queues but my main concern was we queued for 50 mins for Space Mountain and was then told the ride had broken down and to come back later. We then had to queue for an hour later on to get on the ride.

Also the Finding Nemo Submarine Voyage was being maintained so we were unable to go on that ride which my daughter had been looking forward to the most.

We did not get time to go on all the rides because we were stood in queues most of the day.

Had saved a long time for our trip to LA America and Disneyland was to be the highlight of the holiday. Was very disappointed.Desired Settlement: Refund is the only outcome as we will not be able to afford to visit America for many years. Our holiday was partially ruined and we had been looking forward to it for a long time.

Business

Response:

October 27, 2014

I bought tickets for the Disneyland park to be shipped to my house on Feb 25th. It is currently March 9th and the tickets have yet to arrive. When I called customer service the gentleman told me to wait another week because he is showing that they have been shipped but he doesn't know when they were shipped. I now have knots in my stomach because I dont even know if the tickets are going to show. The timeframe they told me the tickets would be here is 3 to 10 days and my confirmation says they should have been here in the 6th. And the only answer I get is wait another week. Great... thanks for nothing.

On Friday February 19, 2016 at approximately 9:20 AM I left my stroller outside of Starbucks on the California Adventure side and when I came back my daughters stroller and food for my wife (who has a special diet) was gone. It turned out that security had taken it because it looked "suspicious" and that "we should never have left our stroller unattended and that the policy is on the website". Fine, but when I walked through the park I saw dozens, dozens of unattended strollers with bags on or in them and they weren't confiscated. My frustration is that if you confiscate mine confiscate all. It took me 55 minutes of prime Disney time to get my stuff back and lost and found told me they went through my wife's food...gross. When I went to complain the person who was working the customer service side of adventure at 10:54 AM dis not care. She sat and listened and then basically said "bye, I don't care". Thanks. I am an annual pass holder and you want me to pay another $4200 this year for my family's passes. Really?

Review: I and my parents attended the Disneyland 60th Anniversary Celebration on May 22nd. The whole event was a fiasco! I'm truly disappointed in Disneyland's poor planning and obvious greed. The event turned into a circus in which none of the upper management communicated with cast members nor was the staff able to control the massive crowds. I do not understand how Disneyland could allow such a ridiculous event to occur in which they oversold the parks capacities to the point that they were holding thousands of guests at checkpoints not allowing them re-entry, even though apps and other guests said Disneyland was practically empty! I purchased three park-hopper tickets and was unable to ever hop back to Disneyland and not allowed to return to CA Adventure as I was held at the bag check station for 2 hours before I left. I paid 465 for the park tickets alone not to mention the 600 on airline tickets and 500 for the hotel. When I complained at the park all I was offered was three 4pm to close Disneyland ticket which I took but have not used because they aren't comparable to what I deserve in compensation. I contacted customer service and they refused to email me, as my work schedule is very hectic and phone conversations are very difficult for me. Finally I got them to offer to refund the tickets but I had to email them the copies of the original park hoppers and the three replacement tickets offered the day of the event. I did this TWICE and the last time received an auto reply that someone from guest services would be contacting me within 3 business days, that was THREE weeks ago! I've given Disneyland the chance for 4 months now to do the right thing, yet they seem incapable of it. Next time you have a 24 hour event, make it a special price in which you sell only a select amount of tickets. It's negligent to keep allowing new customers in when you will just end up locking them out, wasting their time and money!Desired Settlement: I truly believe I deserve additional compensation for the more than 2000 dollars I wasted on a trip that was horrific but at the very least a full refund of the park hopper tickets and three complementary park hopper tickets for the future. As well as an apology for the way your cast members were so uninformed that a park goer could never get the same answer from two separate people.

Business

Response:

October 6, 2015

Review: My family's safety was compromised as another person challenges me for a fist fight because of how "[redacted]" handled the situation.

We used one of the trams to get back to the parking lot.

We always brought our double stroller to go to Disneyland and there's a stroller lane that we can use to load our stroller.

Usually, there's somebody there to assist people who uses that lane.

They will block other people coming from the other lane and will assist the family in loading their stollers to the cab.

[redacted] was the one of those Disneyland staff who was assigned to that task.

When we were about to board the tram, he did not block other people coming from the adjacent lane.

One family was able to get through and sitted in the cab.

My family also went to the cab and [redacted] helped me load our stroller.

It turned out that I now have no other space to sit on. I squeezed myself into one of the small spaces that's left.

Coincidentally, the father of the other family was sitting beside me - he took the sit that was suppose to be mine.

The tram operator then mentioned that only a number of people are allowed to sit on the tram.

[redacted] asked me to sit somewhere else.

I looked at the man sitting beside me and asked him if he should go since he was the one who stole my sit.

[redacted] insisted that I have to leave.

This made me upset.

I asked [redacted] if he can do something about it but he said that he can't.

[redacted] said it in a way that seems to justify that what the other family did was ok and that I did something wrong.

Fortunately, there's still some space on the seat behind.

I looked at the guy to show him my disgust and then he looks back at me. He challenges me for a fist fight.

Things might have gotten worse but I was able to cool down and just go ignore him.

This is the second time that I had to complain about this. On 2/17/2013.

Disneylad responded that they shared my comments to the Parking management.Desired Settlement: I want improvements to be done on how the staff works on this situation.

I suggested that they should be given better trainings but not sure if this was done.

I want to know how the stroller lane works; I am not sure if my assumption on how it should work is wrong.

This happened on 5/27/2015 @ 11pm.

The tram is going to the Mickey and friends parking lot.

Consumer

Response:

hi,

Review: When I got my annual passes fro Disneyland I was TOLD that I can cancel at anytime . I never used the passes so I called over 10 xx to cancel all I would get was a voice mail ! Now I am getting notices that say they are going to send my account to a collection agency I Never uses the passes and I requested them to be cancel and now still all I get is transferred to some guest services voice mail every time I call .. I want this service that I never used be cancelled and I want them to stop trying to charge my credit cards I never used the passes and I want them stop and they are refusing and claiming they are going to send my account to a collection agency how can thy do that when NO ONE will even call me back ! I have left over 15 voice mssg and NOT ONE person will return my call I want this service Cancelled and they REFUSE !Desired Settlement: Want them to close my account!!

Business

Response:

November 12, 2014

Review: In 2012, I contacted Disneyland Annual Passport customer service to inform them that we were preparing for the birth of our first child and request that we suspend our annual pass to reinstate when we were ready. The customer service rep agreed and placed the account on hold. In aug 2014, I called to reinstate the pass however I was told that the rep did not place the pass on hold as they should have, but instead just suspended the payment. They were unwilling to honor what was arranged because there were no "notes" in the account. I asked to speak with a manager and his suggestion was to travel all the way to anaheim and see what the box office is "willing to do"Desired Settlement: At this time, I want my passes reinstated immediately at the same plan I originally had and the initial deposit waived. I am completely willing to pay the monthly charges I just want honored what I was told I was get

Business

Response:

Review: I purchased the premium annual passport for myself and my family using the monthly payment option. Before purchasing I read through all advertising, questions, even fan sites to understand what this option entailed. Per Disneyland website, I had the opportunity to make a down payment of $99 per pass and then I would have monthly payments of $56.67 per pass. I calculated and budgeted for the down payment and then put plans in place to make certain I could afford to make the monthly payments thereafter. What Disney failed to advise is that initially you must make the down payment and then the first months payment within days of purchase. So in total, my upfront costs were not what I had budgeted and saved for of $396, but in fact $622.67. This information is spelled out in the fine print of the contract (not received until AFTER purchase) and the contract itself is very confusing and misleading. I called as soon as I received an email stating that my payment had not been made. After speaking with a representative, a supervisor and even guest relations I was told that it didn't matter what was advertised or understood, I had to make the payment now or the passes would be invalid. I have never had such a terrible experience with Disney and have never been so misled.Desired Settlement: I would like an apology from the company for not providing up front and clear information. The down payment should be spelled out clearly as well as a detailed explanation of when payments will be due BEFORE purchasing. I would also like that information to be updated so that future customers will not be misled with false information.

Business

Response:

April 21, 2015

Review: My husband, my father, three of our children and I decided to purchase the SoCal Pass to visit Disneyland for the three day park hopper deal included with that package. One child being from Indiana and never having had a Disneyland experience was included with our three children. The other two children we have taken to Disneyland prior. There are a few issues at hand for this last experience we had to which I would like to discuss and reach a viable resolution. I believe the dates we visited the parks were on June 23rd, the 25th and the 26th. The main date in question was June 26th in regards to inappropriate staff; however, on other days there were separate issues which I will detail further.

First I will discuss June 26th which ended up being our last day at the parks. We decided to visit Disney California Adventure in the morning to try to make it on CarsLand since there always seems to be a 60 minute or above wait time for that particular ride. Well, even arriving at the park early did not seem to help as there was already a wait time of 65 minutes when we arrived. We decided to wait in line since it was going to be our last day at the park and the line seemed to be moving along smoothly. We ended up getting to the very front of the line and next to be placed into a numbered row to enter the ride; however, everything stopped. There was an announcement over the speaker that there were technical difficulties and they were unsure of the amount of time for the delay, but would keep everyone updated if that information became available. They informed everyone that they were welcome to keep their spots in line and wait or leave and visit another ride. Considering our family waited over an hour already and made it to the front, we contemplated waiting and were discussing our options. Well, a gentleman that was in a numbered stall waiting for the ride to begin again began asking employees if they could just let him and everyone else know specifically 1. what the delay was? 2. How long was the delay going to be? 3. If passes would be give to those in the front to return and not have to wait again?. The employees simply explained that they could not say and that he could choose to wait the delay out or leave to a different ride. My husband agreed with the man and began asking other employees at CarsLand about accommodating the people who were in the front of the line and waited their time. An employee by the name of [redacted] who had brown hair and shorter in stature stated that he could leave or wait, but no passes would be given. Another reason we were unhappy about this occurring was due to us all having to wait over an hour with young children coupled with the fact that two other rides had broke down/technical difficulties right when we had made it to the front. Those two being Matterhorn Bobsleds and Goofy Sky School (Goofy Sky School was the only ride with accommodating employees which gave us free passes to return and not wait). Other people that were standing in line at CarsLand began to talk as well to the employees of that ride and began stating that they were going to go to the Chamber of Commerce. My husband and I cited that we would contact the Revdex.com which we are following through on even after speaking with a gentleman (I did not recall his name) about the incident at the Chamber of Commerce at the park. [redacted] was extremely rude in his demeanor and began threatening my husband with calling security and ejecting our entire family out of the park after my husband stated he would just like to speak with a manager. [redacted] also said to go ahead and go to the Chamber of Commerce and contact the Revdex.com and nothing would come of it. Another employee by the name of [redacted] stated that tickets are bought with conditions and that we can always go to other rides. [redacted] told [redacted] to go to lunch and that he didn't have to deal with "is". Implying "us" as Disneyland guests were "is". [redacted] was taken away by other employees once he began threatening my husband and family. After that happened, a gentleman by the name of [redacted] stated that he was the manager for the CarsLand ride and began speaking with a lady and her grandson (she later agreed for us to use her name in our complaint which she gave as [redacted]). [redacted] had not yet attempted to speak with us, so we approached them which resulted in the same run around. He said him giving us a pass would still end up being a wait and that [redacted]'s behavior would be addressed. Another gentleman and his family (he agreed we could use his name in our complaint as well which he gave as [redacted]) also explained how inappropriate [redacted]'s behavior was and how the park should at least accommodate those patrons which waited their time when a ride incurs delays. Another gentleman ([redacted], I do not recall his last name) said he was going to the Chamber of Commerce to complain as well and that we may use his name in our complaint as well. The other issues were that we could only visit Disneyland during a certain period of time and unfortunately, Finding Nemo, Alice In Wonderland, and Space Mountain were all scheduled to be refurbished during the allotted time we had planned to visit Disneyland. We were highly displeased with the employees named at the CarsLand ride. We spent well over $5k between tickets, merchandise, and food/drink at the parks during our visit, so what occurred was very unacceptable. I have been a Season Pass holder (under my maiden name) in prior years and was planning on doing this again once the children were older and could enjoy more of what Disneyland had to offer along with the fact that I have been pregnant during the past number of years, but at this time I am apprehensive. My family and I felt very disrespected as well as thoroughly disappointed with the policies that Disneyland may have in regards to what the appropriate measures are for those that wait their time. We are the consumers, and while the gentleman we spoke with at the Chamber of Commerce gave us two passes to go to the front of the line for two rides for up to six people, it was not valid at CarsLand?! Thank goodness the fireworks were not cancelled that night as it was in question due to winds.Desired Settlement: Due to the inappropriate behavior of the employees we encountered, the rides breaking down when we waited our time once we got to the very front, and other rides being refurbished (Space Mountain being one ride that I was going to go on with my father as that was my first ride with my father when I was a child and who knows if I will ever get that chance again...), I would like to be compensated at least half of the costs which were incurred on behalf of my family and I. I also request that Disneyland management take appropriate action against those employees which turned our experience unpleasant and ended up taking more time out of our day to enjoy Disneyland to the full extent. My father also lost his sunglasses on the Tour Above California experience, so this ended up not being as happy as an experience as it could have been overall. If there is another resolution that Disneyland would like to discuss, then I would appreciate speaking further in depth about this experience.

Business

Response:

July 21, 2013

Review: My experience I recently had and got nowhere so I don't know where else to turn besides Yelp and other resources available online. I received 4 gift cards to Disneyland (2 day hopper tickets) which were purchased for $[redacted] each. On the packaging it did not have a Exp date but when you peel the card off there is a exp date. I contacted the store where the tickets were purchased and they said the tickets should have been good for a year for disneyland. I then called Disneyland on 2 occasions and finally after speaking to [redacted] she said I should be able to use the credit of $[redacted] but won't be able to get the 2 day tickets, which I was ok with, I was planning on using it for a day anyways. She told me to bring them to Disneyland but just to be safe I was transferred to the Supervisor named [redacted]. [redacted] told me he could not guarantee anything but if I came to the box office they should give me the credit with the card value. I told him before I drove 2 hours away I need to make sure it will work. He then said if it doesn't work, just mail in your cards to PO Box 61061 certified mail and you will definitely get 100% refund. I don't want a refund, it was a gift to me and just want to make sure I will be able to use the cards before I go in. It is not fair that I'm being bounced around as this is not Disneyland practice. I don't want to be told one thing and show up to hear another.Desired Settlement: I would like to use the credit on the card towards 1 day.

Business

Response:

Dear [redacted],

Review: I brought my 6yr old daughter and my 8yr old son to Disneyland for our first time at your park yesterday, 03/15/2014. We had park hopper tickets, and it was pretty busy so we went to the Adventure side first. We had a good time, and the lines were not too bad. Around 4:30pm, my children were bursting to meet Mickey and Minnie and all the princess', so we went to over to Disney. It was a nightmare. The park was way over-crowded, and I couldn't take a deep breathe without touching someone else. We were able to only to ride two rides because I am a single mom with two kids, and I couldn't fight our way through the crowds while holding their hands, and I wouldn't have let them go for money. We couldn't get near the castle, we saw no characters at all. My children were so disappointed in this experience and frightened by the amount of people running into them and over them that they asked to leave the "happiest place on earth." Is this how you all always do business? Because I was not impressed. I have never complained against anything before, and I am sure you couldn't care less because you all got your money. But you need to know this, I am a single mother of two, and I barely make enough to support us, let alone take my children to some place special. I chose to spend my hard earned money at Disneyland, so my children would have the experience of a lifetime. I spent a ton of money in your parks on food and merchandise and whatnot, and I regret every minute of it. My children were in tears by the end of the night because we spent three hours fighting crowds to get on two rides. And they didn't even see Mickey or Minnie or one single princess? Seriously? So here is my dilemma, I have three 3-day park hopper passes, with two uses left on them, because I thought we would love the park and want to return. And we are unwilling to be trampled to death to ride a ride or see a mouse. What can you do to make this right? I can't retake them to Disneyland for their FIRST TIME, and you can't erase their awful experience. I would really like my tickets to not go to waste, but WILL NOT return if there is no chance of us getting through your massive crowds to even get to see a character or ride a ride. I am so disappointed right now. If you only knew how long it took me to scrap up enough money to buy these passes for us, and to try and give my kids a good time, you would understand my reasoning. I am sure that my one little family being upset has no affect on your bottom line or your business, but to my one little family, this was a big deal. We had our dream turned into a nightmare. I guess I just felt someone should know, even if nothing comes of this. Thanks, but no thanks, [redacted]Desired Settlement: I really would just like some reasurrance that this would not happen again if I ever decide to use the remaining time on our passes.

Business

Response:

March 26, 2014

Review: To Whom It May Concern:

I have recently purchased an annual passport membership and last Friday (Sept. 12) was the absolute worst Disney experience I have ever encountered. My first issue is going into the baby center and asking where I can nurse my baby. The lovely ladies sent me down Main Street to the Aide Station. When I came back to the baby center they said "oh they couldn't help you?" I said no I never asked for a NURSE so she said what is it you want? I said I want to NURSE my baby BREASTFEED!!! After that my 4 year old daughter had an excruciating headache, on our way to the aide station to retrieve some Motrin she spit out a half chewed soft pretzel. The nurse thought she threw up and refused to give us the medicine. So I left, asked three employees where I can buy Motrin and they informed me Disneyland does not sell medicine. I walked over to California Adventures and got the medicine from their aide station. We ate dinner, went back to Disneyland and headed towards Fantasyland so my small children can go on some rides. Unfortunately, the area was roped off for fireworks, the employee informed me it will reopen right after the show. I was right in front of the rope and sat there for 45 minutes until the firework show began. Towards the end of the show I told my children to get ready we can go straight to Peter Pan. The employee overheard me and said "No I am sorry there is a line forming over there and we are going to walk them over to the ride first" I was outraged...how do you form a line that not everyone is aware of??? They then continued to explain that they will not reopen for another 1/2 an hour. Irritated I left and headed towards Small World which was also blocked off, so I continued on towards the Haunted Mansion which was ALSO blocked off. For three hours we wondered around with no ride for my children to go on. We ended up just leaving. The kids were devastated.Desired Settlement: Guest experience did nothing to resolve my problem. They offered me fast passes which I could get on my own. Make this up to my children! Buy my kids an ice cream, give them a free balloon. You are looking at this from my perspective instead of these poor children that couldn't eat because nursing isn't a word your baby station recognizes, an excruciating headache because a parent can't decide when to give her child motrin and your employees aren't aware that you sell it, and three hours of no rides. Desiree offered me fast passes or a full annual pass refund. This is not a good business decision!

Business

Response:

October 4, 2014

Review: On January 8 2016, I, my 5 yr old Grandson and 3 others went to Disneyland with tickets purchased through our local Regional Center for Autism. The tickets were purchased in Nov. to be used only on Jan 6-9.. My Grandson waited in line for the Indiana Jones(around 10/10:30 a.m.) Ride for 45 min.. Upon finally getting to the front of the line a male ride attendant grabbed his arm and took him to the measuring stick. He kept telling my Grandson to stand up (which confused him because he was standing) the employee then grabbed his face (hard) and was forcing it up.. My Grandson began humming because of pain and being uncomfortable. We proceeded to get the man away from him and tried to explain he was Autistic.. We then got my Grandson to stand up straight and told the man look, at which he responded no he cant go on, a female attendant then yell if he can't stand on his own he can't go on..( it's not a stand up ride) the old man finally waved us on. where upon disembarking we contacted by email Disneyland

Consumer

Response:

I am seeking an acknowledgment of the event

Business

Response:

January 20, 2016

Review: On October 8th, I celebrated my 8th year anniversary at [redacted]. I made reservations weeks in advance to be seated at 7pm. I enjoyed cocktails at the bar while waiting to be seated and was promptly called on at 7pm. The problem started when we still did not receive our appetizers that we ordered until 8:00p an hour after ordering them. I was a bit concerned especially when the table next to me decided to ask for their bill because they still haven’t received their meal as well. An hour and a half pass by and still our main entrées were still not served. I asked our server Lisa what the holdup was and she said she will check on our food again. After waiting 10 minutes later for our server I personally got out of my seat to look for a manager. [redacted] then approached our table and listened to our complaint. She comped our appetizers but we weren’t able to enjoy dinner since we didn’t receive our entrees. [redacted] and [redacted] looked overworked and it seemed that they were short staff so I wanted to make a complaint to the General Manager. The next day I called and spoke to [redacted] who was the acting Manager of the restaurant. I informed him of the mishap and he said that he will contact me once he confirms with his staff. He also said that the best thing he can do is give me fast passes to compensate me for the time wasted, but first he needed to check with his staff. On October the 12th I called back since I haven’t heard back from him since I called on the 9th. He was not able to come to the phone so I left my name and phone number to call me back again. On October the 19th ten days later he calls me back. I then explained to him why it took him so long to call me back to where he didn’t have an answer. He then informed me that he was able to confirm the situation with his staff and that he was willing to give me fast passes again. I then proceeded to tell him that it took him 10 days to come up with the same result! I was first not happy that it took him a long time to get back to me on this matter. Furthermore, he then rudely asked if I wanted the passes or not and I said, “yes, but I will want to speak to upper management in regards to this and take it to another level above him, because I was not happy with his tone and service with me.” He then said he will not give me the fast passes then because I will take it to another level. To which I responded, “How can you rescind something you just promised a customer?” So without warning he transferred me to guest relations and that is where I spoke to [redacted] who was very difficult to deal with from the beginning. She seemed rushed and didn’t seem to listen to my concerns and rushed me off the phone so that she could call the restaurant and speak to [redacted]. She then put me on hold to confirm and call [redacted]. After being on hold for at least 20 minutes she then explained to me that the best thing she can do is give me the fast passes because my appetizers were comped. I then proceeded to let her know that my main concern was the service I was receiving from the restaurant and that [redacted] was threatening to rescind my fast passes because I wanted to complain to upper management. But [redacted] was not being empathetic and didn’t seem concerned from her voice and I felt she was rushing me off the phone. I then asked for her supervisor or anyone to contact me and she replied, “No one will call you back!” Which to me is alarming since Disneyland is a large corporation and I find it hard to believe that the buck stops at [redacted] who is a guest releations rep. I was so unhappy with her lack of customer service skills that I am shocked that she works at guest relations.

Overall, this situation could’ve been resolved if [redacted] got back to me promptly and not 10 days later. Also, if [redacted] did not threaten to not give me the fast passes if I escalated it to upper management. In addition, I had to encounter another employee [redacted] from guest relations who I thought was very rude and short with me and didn’t offer any solutions. The action I want Disneyland to take now is to have someone from the executive level to contact me and hear my concern about these employees [redacted] and [redacted] from guest relations.

Unsatisfied Customer, [redacted]Desired Settlement: I would like someone from corporate office in a executive position to contact me in regards to this customer service issue.

Business

Response:

October 26, 2014

Review: My family and I visited Disneyland over the Labor Day holiday. We were very disappointed when my daughters two favorite rides were closed, tower of terror and haunted mansion. Also when we arrived on Sunday to park in the parking lots they were closed. There was a removable sign that said the parking lot would not open until 10 even though the park opens at nine. We clearly were not the only tourist that were not notified about the parking lot opening an hour late because then we were stuck in bumper-to-bumper traffic for an hour. We missed an hour and a half of prime Disneyland time in the morning which we all know is very valuable. Disney should've done a better job at communicating to their guests that the parking lots would be opening an hour later than usual. We are reconsidering returning for the holidays for our normal Disney tripDesired Settlement: I feel like Disney should provide complementary tickets.

Business

Response:

September 17, 2015

Review: I am a single mother,full time student with a part time job,and I am doing things by myself (dad disappeared).I have a son who turned 5 Aug 3 and twins that turned 3 Jul 25. My youngest twin has severe special needs.I've been by myself since my twins were 6 mo old and we love disney.My daughter loves Tangled and watches it everyday and recites it non stop.I am in the movie club and we watch disney movies as a family especially on hard days.My summer semester ended and I had very little time, but in that time off I decided to drive 17 hours with my kids and a helper to go to disneyland to celebrate my good grades and all of my kids' birthday.The whole way driving I heard about Rapunzel everything.We got to our hotel Sunday night,went to disneyland on Monday and left on Tuesday for our drive home.It cost me $1143.00 in gas,hotel and tickets just to go to disneyland for one day;that's a lot of money for just one day of entertainment.

I spent about 45 minutes in line getting the disabilities pass,went on some rides,then went to meet Rapunzel. She wasn't there.My daughter was heartbroken and so was I.We went back to our hotel so my youngest could nap and came back and waited in line at city hall to see if they could do something for us about Rapunzel.The first rep said she could mail me a picture then I asked to see the manager.He came out and was rude then I asked if we could come in the morning just to see her and he chuckled and said he couldn't do that.Even after explaining my situation he was unresponsive and very angry.I told him calmly I'd love the picture but asked him not to be so mean to me when he was talking to me.He told me he wasn't mean I just didn't like what he had to say. He was snapping at me and I started crying and he was so mad his hands were shaking then he walked away and had someone else get my information and then they told me to leave that's all they needed.

I'm hearbroken that disney has people like this on staff.We came all that way for thatDesired Settlement: I would love it if we could come back and actually get to see Rapunzel and not spend most of my time at city hall. I never thought I would be crying at disneyland because someone who works there was that mean. I spent a lot of money on the hotel, tickets, food, and gas. I don't know what can be done but that experience was far from magical. I would hope that if I can get back to california on my thanksgiving break that disney will give us a room and tickets for one day to make up for this awful experience or please give me a refund for the horrible day I spent there. Please contact me. I'm pretty sure the "manager" in city hall is named [redacted]. He seems to have anger issues and a really big chip on his shoulder. He might need more training or a vacation.

Business

Response:

September 5, 2015

Review: Disney Team

I am writing you this statement because I feel that Disney and your Disney Team has let me and most of all my children down. November 24th I purchase my tickets online and processed the order, everything goes smoothly, I give my credit card, funds are taken, confirmation is given. No tickets arrive. I have tried to have a pleasant experience with the situation, I have called, I have been patient. I understood the error of whatever misfortune didn't allow me to receive my tickets in a timely manner. On or around Dec 6th I start inquiring about the tickets, I am assured they will Fedex the tickets to me this time and I will receive them in a few days. I ask if they can email me the tracking number so I can make sure someone is home, they oblige. A week goes by and still nothing, so I call back the guy on the phone tells me that their are two managers on my case and they are going to get those to me ASAP and they will call me to make sure I have them in time for my kids Christmas day. I wait a few days and I still hear nothing or see anything from anyone. Today I call in and at this point I am frustrated, let down, at the mercy of your company to full fill an order that is nearly a month old, the only request I had was I need them before Christmas because we were suppose to leave the day after Christmas to drive down there . I feel that I have been patient and understanding with your company but the sheer lack of caring and follow through from your employees is a train wreck, so much so that I am now writing you this letter. The lady on the phone told me today they haven't even processed my replacement tickets and they don't know where they are in the process. This was my first and probably my last experience I will have with your company or your park, if they can not get me my tickets by Christmas. If they are not here by then I will be processing a fraud claim with my bank to get this taken care of.

Let Down Customer

[redacted]Desired Settlement: I am not sure what I would like to happen for the outcome, I would really like to have my tickets in hand before Christmas like they should of been. I will leave it up to Disney to decide what they think they should compensate me for.

Business

Response:

December 23, 2014

Review: I went to Disneyland on 5/22/14. I am aware of the high prices that theme parks charge and do not make unnecessary purchases. I purchase in small, reasonable amounts.I did not check my receipts until some days later. That is when I realized that I was charged for the wrong items. An outside vendor charged me $30.75 for the following items: coke 20 oz, lemonade 20 oz, FOUR monsters, and a pre cup strwbry, when my only purchase was a churro for $4. I have called Disneyland who have given me multiple numbers, and am still waiting for a call back.Desired Settlement: I want a full refund for this amount.

Business

Response:

June 12, 2014

[redacted] Ln.

[redacted], CA 95337

Dear Mr. [redacted],

Thank you for your letter to the Revdex.com, which has been routed to our Guest Experience Services department for reply.

We are very sorry for the experience you mentioned in your letter. We certainly understand your concern and disappointment with your visit. Please be assured that we have shared your comments and experience with our leadership team, along with the appropriate management, as feedback such as yours is taken very seriously

So that we may further research the charge, please contact me personally at (714) [redacted]. I am available Monday through Friday from 8:00 am to 4:00 pm (PST).

Once again, thank you for contacting us.

Sincerely,

Disneyland® Resort

Guest Experience Services