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Disappointed by Disney – the missing Christmas deliveries…

Disney characters

If you have young children, chances are they’re a Disney fan. But over Christmas, disappointed customers took to the Disney Store Facebook page to complain about missing goods or the wrong gifts showing up.

Christmas is a time of giving, and for the little ones, who still believe in Santa, it’s also about receiving. But what happens if Santa throws up a situation like the one below?

‘My order, which I placed on 1 December, hasn’t arrived. I tracked it online and it says that it was ‘delivered to letterbox’ on 9 December – it wasn’t!’

This was the case for the Disney Store over Christmas, where customers reported problems with receiving items. Unfortunately, the case above wasn’t isolated and other customers wrote in. Disney issued an apology on its Facebook page, prompting another 300 comments.

Taking the Mickey?

The first thing to remember is that deliveries are the retailer’s responsibility, not the courier’s. If you go online and buy a present, goods should be delivered within the time frame agreed or if no time is agreed then delivery should be in not more than 30 days.

If you’ve simply changed your mind, remember that you don’t have to wait as you have rights allowing you to cancel your online order, anytime from the moment you place it, up to seven working days from the day after you receive it.

If you’ve simply changed your mind, remember that you do also have rights allowing you to cancel your online order, anytime from the moment you place it, up to seven working days from the day after you receive it.

Do remember though, that if your item is personalised, you do not have automatic rights to cancel if you change your mind – although your rights are still the same for items that do not show up or are wrong.

And if you’ve paid for it to arrive by Christmas and it didn’t, then you can ask for a full refund – and for the seller to cover the cost of returning the goods.

Problematic presents

Disney customers also complained about receiving items of clothing in the wrong size. If this is the case, and your little princess costume is in fact made for a tiny princess, then do not fear – all goods must be sold as described, so you have the same rights as you would when buying face-to-face. To help with this process, remember to keep any order receipts showing what size you have bought.

Have you been affected by Disney’s delivery problems? How long did it take the company to resolve your problem, and are you happy with the outcome? Have you had a similar situation with another retailer over Christmas?

Margaret Henderson says:
14 August 2014

Disney, like many other big, once-reliable companies, has gone down the tubes. They no longer us Royal Mail for deliveries, but have given the contract to the two companies rated the worst couriers in a recent survey – Yodel and Hermes – and their next day delivery has stopped for large swathes of Scotland. Last week, and not for the first time, but certainly for the last, I had so many mistakes by Disney – wrong address etc, meaningless messages, and was finally promised delivery on Saturday by Hermes, whose usual method is to throw parcels at the front door and leave, claiming to have left them “in the porch.” The entire country is covered in fictitious “porches.” So I stayed in, without much hope, I admit. No delivery. Promised again on Monday, so stayed in, then got another email from Disney promising Tuesday. With long and bitter experience of Disney’s chosen courier I had no confidence in Tuesday either, so I cancelled the order. I checked with Hermes on Tuesday and discovered that the parcel had never reached the hands of the courier – so how could it have been delivered on Saturday, Monday or Tuesday? The response from Disney was that it was always down to be delivered on Tuesday – even though the courier still didn’t have it to deliver and they had given me those other days! Disney then refused to send the parcel – for a 6 year-old’s birthday – by Royal Mail Special Delivery, even if I paid extra for it. They then offered a discount “on your next order,” like I’ll ever order from them again! They can’t blame their “new cast members”, though they did, that’s the responsibility of Disney, and they can’t blame the courier, they appointed them because they are cheap, and that is their responsibility too. I’m still waiting for my refund, they take it fast enough but paying it back seems to be such a laborious task. Bringing magic right to the heart of your home indeed! The Magic Kingdom has totally collapsed.

Stephen Baxter says:
15 August 2014

I have had the pleasure of visiting Disney Theme Parks in both Calafornia
and Florida a number of times. The whole experience
was magical including several items of merchandise
that I purchased.

2 years ago I complained to Jeff Bezos,
President and Founder of Amazon about Yodel.
After a year using DPD (1 hour timeslots ) for £79
I switched back to Yodel. They are much bettter now.

I would suggest trying to locate the merchandise
elsewhere – stores and online.
Meantime request refund and compensation from Disney.

Maria I Kilburn says:
21 December 2014

Ordered Christmas items from Disney store on-line on Black Friday, including a Personalised item.
Upon informing them order not yet arrived, as e-mail received by me stating order had been shipped, I have been asking why Hermes not contacted as I am unable to contact them personally , I still cannot receive an answer from disney services, considering I have requested this twice now, I feel as if I do not matter.
Been informed some of the items no longer in stock, do I want to cancel or a replacement, of the same value.
How can they be alternatively replaced if for one I am going to have to pay more, expecting me to pay the price for lack of delivery. I am totally dissatisfied with the customer service I am receiving at present, and will certainly NEVER order from them, or recommend same.