Complaints

This profile includes complaints for Disneyland's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Disneyland

  1313 S Harbor Blvd Anaheim, CA 92802-2309

• 

  Disneyland

  PO Box 3232 Anaheim, CA 92803-3232

• 

  Disneyland

  1313 Disneyland Dr Anaheim, CA 92802

• 

  Disneyland

  1313 Disneyland Dr Anaheim, CA 92802

• 

  Disneyland

  1717 S West St Anaheim, CA 92802

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/07/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased park tickets for October 2nd, 2025, but something has come up and I am unable to attend on this date. I do not want a refund, Im hoping to have the tickets moved to a different day. Ive called the park but they are unwilling to accommodate or escalate my request to a manager.

  Business Response

  Date: 07/08/2025

  The Disneyland Resort had the opportunity to address the Guests concerns and we have come to an amicable resolution with the Guest.
  

• Initial Complaint

  Date:06/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I lost my phone on the Space Mountain ride at Disneyland on May 23rd, 2025, and submitted a lost item report the same day. I returned in personeven though I live two hours awayand showed a screenshot from Find My iPhone, proving that my phone remained in the same location for three days before it died. I was told by staff that it had landed in a dangerous area and would require a special team to retrieve.Despite that, no effort was made while the phone was still ringing and traceable. I was told to submit a second report, which restarted everything from scratch. On June 5th, I got a vague email saying they hadnt found it, with no updates since.I provided my personal email and two different phone numbers for follow-up. A cast member assured me voicemails are checked twice a day, but Ive left over five voicemails with no response at all. On the day I lost the phone and again when I came back to check, I was told that cast members check the rides nightly after closing for lost items. If thats true, the phone shouldve been found within 24 hours. It feels like I was given empty promises just to feel reassured rather than real action being taken.I rely on this phone for work, school, and staying in contact with family. I cant afford to replace it. This situation has affected my job and college life, and *** had to request special accommodations just to get by. At this point, Im considering legal action including small claims court to recover what was lost due to their inaction and poor communication.

  Business Response

  Date: 06/24/2025

  The Disneyland Resort’s records indicate that another area is assisting this Guest. Should the Guest wish to speak further regarding their comment, we invite them to reach out to the team that will be assisting them.

• Initial Complaint

  Date:06/23/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint following a failed attempt to resolve a serious issue directly with Disneys Executive Guest Services. My family spent thousands of dollars on a 3-day Disneyland trip, including a stay at the Grand Californian and premium experiences like Bibbidi Bobbidi Boutique, Lightning Lane Premier Access, and Fantasmic/Paint the Night dining packages.The Paint the Night experience was meant to be the magical finale for my daughters 5th birthday. We were one of the first groups to arrive at the correct location, but a Cast Member misdirected us to the wrong place to line up. By the time we were redirected, we had lost our front-row spot and were stuck at the back behind strollers and guests who arrived much later. Some guests laid out large blankets to "claim" space, and Cast Members did nothing. It was disorganized and unacceptable for a paid, premium experience.Multiple Cast Members admitted to their mistake but refused to take corrective action. We paid for reserved viewing, arrived early to ensure a front-row seat, and were denied that benefit due to Cast Member error. Being in the front row is not just about a better view. It allows children to interact with characters and be part of the magic. My daughter was completely ignored by ****** Mouse, while the people who took the spot we should have hadwho arrived well after usgot playful character interactions, photo ops with Disney photographers, and a full unobstructed view. It was heartbreaking to watch the experience unfold as planned for other families who showed up at the last minute, while our experience was ruined through no fault of our own.Guest Services responded with a generic apology and no offer of recovery. I escalated to ****************** and received no reply. Thats unacceptable from a company that claims to put guests first. We were considering a VIP Tour for a future visit, but after this, we am no longer inclined to return to Disneyland or any other Disney property.

  Business Response

  Date: 06/26/2025

  The Disneyland Resort had the opportunity to address the
  Guest’s concerns and we have come to an amicable resolution with the Guest.

  Customer Answer

  Date: 06/27/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23507035, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  
  Regards,
  
  
  
  Shayla Naymik
  
  
  
   
  

• Initial Complaint

  Date:06/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was discriminated against by two team members at DAS based on the way I look. I am a 37 average looking woman, who has no visible disability, but struggles to walk, sit and stand for periods of time. I have fainting spells and seizures when I am not accommodated appropriately and Disneyland did not do a great job of that. I was humiliated having to try to justify my disability and was treated very unfairly. The two team members I spoke to were unreasonably judgmental and did not take any of my hardships into consideration.

  Business Response

  Date: 06/17/2025

  The Disneyland Resort had the opportunity to address the Guest’s concerns and we have come to an amicable resolution with the Guest.
  

  Customer Answer

  Date: 06/17/2025

  I am writing to share a deeply upsetting experience I had during my recent visit to Disneyland, specifically regarding how I was treated by two team members while attempting to access the Disability Access Service (DAS).
  I am a 37-year-old woman with an invisible disability that affects my ability to walk, sit, and stand for extended periods. I also experience fainting spells and seizures if I am not properly accommodated. Despite the legitimacy of my condition, I was met with skepticism and judgment from the DAS team members I spoke to. I felt I was being unfairly scrutinized based on my appearance, as I do not have a visible disability. The interaction was humiliating, and I was forced to justify my condition in a way that felt dismissive and invalidating.
  At no point was an apology offered, and the lack of empathy and understanding left me feeling deeply disrespected and emotionally distressed. This experience significantly impacted the start of my day and, although I tried to make the most of it, I was ultimately unable to enjoy my visit to its full extent due to the stress and discomfort caused.
  I am sharing this in the hope that Disneyland will take steps to ensure that all guests, including those with non-visible disabilities, are treated with dignity, respect, and compassion. No one should have to defend their need for accommodations, especially in a place that is meant to bring joy and inclusion to all.
  Thank you for your time and consideration. I would appreciate any follow-up regarding this matter.

  Business Response

  Date: 06/18/2025

  The Disneyland Resort has contacted this Guest through [email protected], asking if they wish to speak further regarding their concern.

• Initial Complaint

  Date:06/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Feb 9, 2025. Our family took a trip to Disneyland we had to fly and get a hotel it cost around 5 thousand dollars. The lines were so long we could not enjoy our three days at the park. The first day it rained and numerous rides were closed. The second day at Adventure Park is was so crowded we could not enjoy the park. My son was pushed down at the **************** ride. The wait there was 3 hours. It may be easy for a family with a year pass to have this experience but for us it was very challenging to make the trip and expensive. It was very disappointing especially since we love Disneyland.

  Business Response

  Date: 06/13/2025

  The Disneyland Resorts records indicate that the Guest Correspondence team has reached out to the Guest via email. We advise the Guest to contact the Guest Correspondence team for further assistance.
  

• Initial Complaint

  Date:06/11/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/9/2025, I trusted Disneyland not to "rip off" my minor son as he attended Senior Night with *********************. He purchased a ticket online while en route to Disneyland with parking and (2) fast passes for $231, which successfully charged to our card. Once at the ticket gate, my son was greeted with multiple layers of incompetence and informed that his ticket had been refunded at 9:30am PST due to the name on the card being different than my son's name. This was not true, and the initial charge of $232 was successfully posted. In addition, my son was charged an additional $192 for another ticket and another (2) fast passes for $192! My son was told by the person who forced him to buy a 2nd ticket that the initial charge of $232 had been refunded. That was not true. My disabled son was taken advantage of and denied a supervisor when attempting to escalate and was charged for (2) tickets instead of (1) and was charged for (4) fast passes instead of (2). I expect for the $36 lightening lane charge to be refunded because that fast pass was paid for with the initial $231 charge that was never refunded. The 2nd charge of $192 was refunded (so why was the 2nd charge evrn made); however, my son was charged for an extra fast pass! He intended to purchase (2) fast passes and was charged for (3) fast passes. In the meantime, I will be filing a dispute with my bank. Please see attached for the thr charges in question that are circled in red. I expect some sort of compensation for the way my son was taken advantage of and treated at the gate. I also expect that a full investigation be conducted immediately due to this treatment of my minor son.

  Business Response

  Date: 06/13/2025

  The Guest is being assisted by a different area of the Disneyland Resort. Should the Guest wish to speak further regarding their comment, we invite them to reach out to the team that is assisting them.

• Initial Complaint

  Date:06/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Extremely rude people here. We have a DAS pass and ***** at ************************* in toon town at 4:23 PM today, Saturday June 7, was very rude to my wife and then me. We told her we have a DAS pass because its extremely hard for my daughter to wait in line(she was screaming at this time). She told us if we didnt like it to exit the way we came in as there was a crowd of people behind us. So embarrassingly we walked our same way and had to push people out the way, literally. I rather not come back to dindeyalnd have my tickets and passes refunded. At least free parking for my remainder of pass since we literally cant use handicap here for my daughter since we never get a handicap pass. I no longer want to come to a place where people are rude to us because my daughter is disabled. ***** talked to someone right before us and made an exception for him and 7 people. Thats incredible since she just told us no. When we got to parking lot there was an extremely rude man just shaking his head at me when I was asking him a question. As I kept asking him he ignored me. This is out of control

  Business Response

  Date: 06/26/2025

  The Disneyland Resort has reached out to this Guest via [email protected] and we await the Guest’s response.

• Initial Complaint

  Date:06/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My partner and I visited the park on 4/22/25. We had an unexpected encounter with Disneys security during our visit. My partner, who suffers from a permanent walking disability, was approached by two security guards while we were waiting in line at the Luigis Rolllickin Roadsters ride. These guards came up to us and forcefully asked us to leave the line. We walked out wondering what was going on. After walking out, a guard asked my partner if she was ok. My partner stated yes. He then stated that they saw her stumbling while walking into the ride and that they were doing a check up for that reason. My partner informed them about her disability and the guard understood. The issue here isnt about any harassment that occurred after the disability was revealed. The issue here is the initial approach that Disneys security team took. They approached us in a very aggressive manner, embarrassing us in front of other guests, and pulled us out of line even more aggressively by rudely saying, step out with us. This seemed very excessive for someone that just stumbled in their eyes. Even if she had been drunk, which Im guessing is what they assumed, the approach would have been excessive, especially considering that she didnt bother anyone or really do anything except walk into the ride and stand in line. Id like to know under what policy these guards approached us. I doubt Disneys policy gives the security team the leeway to harass anyone that they deem to be stumbling person at the park, again, not bothering anyone, not causing any issue. The security team should be instructed that in cases of them taking action based on an assumption, especially without any complaint or actual issue at hand, that they do it in a non-aggressive manner. Politely asking us while still in line if she needed medical help would have been an appropriate approach rather than throwing us out in a manner that they use with guests who may have fought or hurt someone at the park.

  Business Response

  Date: 06/26/2025

  The Disneyland Resort has reached out to this Guest via [email protected] and we await the Guest’s response.

• Initial Complaint

  Date:05/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Today I went to Disneyland and felt disrespected all day. We went to dinner we were only helped when we arrived and when we left(to pay). We were pass holders here before and resigned up today, so almost 3000 dollars in commitment to Disneyland we made today, for our 2 year old handicap daughter who has a rare condition. Getting help was extremely difficult, although the person who helped us with our DAS was amazing! The people on site would help us, and then leave and disappear or not care. Being that my daughter cant move at all we needed to get around in our stroller so were limited on where we can park. The Mickey ***** parking cannot accommodate my wife and me with my massive stroller on busy days so we had to pay 100 dollars for parking! Yes 100 dollars so I can get my handicap daughter to the park, the walk from Mickey ***** and Toy Story parks are extremely long and the tram is extremely difficult for us to board together. The whole reason why I am reaching out to the BBB now is because on the way out, a group of people at downtown Disney that were chatting and.not standing in their proper locations, screamed at us!!!! From the top of their lungs!!!! That is not an exit!!!! My 2 year was asleep and she jumped, my wife and I literally didnt speak the whole way because we got into an argument over them screaming at us on the way out at 9 30 at night!! This is unacceptable behavior after j just spent well over 600 hundred dollars and committed to another 2500!!! This is by far the worst Disneyland has ever gotten and it pains me to think a place that is handicap friendly would not help us but instead treat us like farm animals. The only person I felt cared was the person who gave us our DAS pass over the video chat for my disabled 2 year old. I wish that no one else gets the treatment we received today, there will be grammatical errors due to how upset I am as I type this.

  Business Response

  Date: 05/27/2025

  The Disneyland Resort has attempted to contact the Guest via phone. An email was sent through ********************************************************** so we may speak further regarding their concerns. We are awaiting a response.

• Initial Complaint

  Date:05/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am reaching out regarding an issue with my 3-day 1-park Disneyland tickets with ************** that expired on May 15th. I initially used one day for my daughters birthday and intended to return to use the remaining two days. However, due to work-related travel, I was unable to do so before the expiration date.Upon checking the Disneyland app, I saw an option to apply the ticket cost toward a Magic Key (Annual Pass). When I contacted customer support to upgrade my tickets, I was informed that since I had already used a day, no changes could be made. Given that I have $400 worth of unused tickets, I find this policy both unclear and restrictive, not to mention deceptive. The verbiage on the ticket page is unclear. Nowhere does it explicitly say if you use a day you can't change your ticket. As a matter of fact, the change ticket button on my ticket page is still highlighted on the app. This gives customers a false sense of what can be done. I kindly request the opportunity to either use the remaining two days or apply the ticket value toward an Annual Pass. As a returning customer, I hope ********************** will consider a fair resolution. Times are tough, and it is not right how nonchalant they are about flushing $400 down the drain. It is not right and someone has to protect the customers.

  Business Response

  Date: 05/20/2025

  The Disneyland Resort had the opportunity to address the Guests concerns and offered fair and reasonable compensation as a good-faith attempt to make up for their experience.