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

  1717 S West St Anaheim, CA 92802

• 

  Disneyland

  1580 Disneyland Dr Anaheim, CA 92802

• 

  Disneyland

  PO Box 3232 Anaheim, CA 92803-3232

• 

  Disneyland

  1313 Disneyland Dr 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:02/27/2024

  Type:Service or Repair 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.

  My son purchased a light saber from ****'s Workshop last spring. It's been on display in his room since then. Yesterday he got it out to show us something on it and . . . it doesn't work. Replaced the batteries; looked online for troubleshooting (found that this is a common problem). Something in it is not "connecting" or being recognized. Tried to call the help line **************. Spoke to the RUDEST individual (cannot believe he is employed by ******* where they tend to have high standards for their staff - clearly that was not the case with this individual). Called the direct number for ********** and the person was SO nice and recommended that we e-mail. Sent a detailed e-mail - frustrated that we were sold an expensive item (or an experience that cost more than park admission) that was so poorly made; but not looking for a freebie - just wanting to know what needs to be done to fix it - I'd be happy to purchase a replacement part! . . . got an automated e-mail response saying without the receipt they won't even read the e-mail!!! I don't have the "receipt," but I have the purchase showing on my bank statement along with multiple pictures from the experience. Very disappointed that this was the "help" from ******** especially when I'm not looking for a freebie, just a way to purchase a replacement part for an already expensive item.

  Business Response

  Date: 03/22/2024

  Dear ****,

  Thank you for contacting the Better Business Bureau regarding your son's lightsaber.

  You should have received an email from Guest Correspondence with a request for us to speak with you directly regarding your concern.
  

  Again, thank you for your email.
  
  Sincerely,
   
  *********************
  Guest Correspondence
  Disneyland Resort

  Customer Answer

  Date: 03/23/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, 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,
  
  *************************
  
   
  

• Initial Complaint

  Date:02/09/2024

  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.

  bought magic key under impression valid until activated once activated only one year to use it bought 5 disney magic key passes one was never used i asked to switch it to me after mine expired they said no but told me it would be good until my husband activated it but once activated it was valid for one year went to use it for first time and it is ineligible for reservations they said i can use it only to buy a new magic key pass when those go on sale if this was a hard copy thing they would not be able to lock me out they have allowed people to use printed tickets for entry years later this is basically an unused ticket i was *********** was valid until activated after activation it has to be used within a year when i tried to switch it to me i was also under the impression when i bought it that it was valid up until a year after activation they stopped selling these then restarted selling them at a higher price they seem to change their terms and conditions

  Business Response

  Date: 02/13/2024

  Dear ******,

  Thank you for contacting the Better Business Bureau regarding your Magic Key purchase. We will be sending you an email via Guest Correspondence with some additional information.

  We look forward to speaking with you soon.
  

  Sincerely,
  

  *****************************
  Guest Correspondence
  Disneyland Resort

  Customer Answer

  Date: 02/14/2024

  disneyland said they could not allow me to use money from this pass to purchase passes they are selling currently or reimburse me for this money.

  i was told in january february of 2023 that i could not change this pass to myself.  i was also told it would stay valid pretty much forever until my husband activated it and then it would be good for one year.

  this pass was never used i am the one who bought it for my husband he never signed any terms or conditions it should be mine

  they say it will only be used to buy a magic key pass in the future at whatever price they set forth

  will they sell magic keys in the future the pass changed recently like since 2020

  the terms and conditions for magic keys changed in august 2022 after i bought this pass

   they seem to have a lot of terms and conditions that people including themselves (my call *** them in January 2023) dont understand.

  why cant they just allow my husband or myself to use it as a magic key from this point forward actually march of this year.

  im not trying to use them buying multiple passes yo use for myself in the future i bought 4 passes that year 2 of the family members continue their passes i used mine up.  my other daughter used hers.

  i am just wanting to use the money i spent at this time. 

  i dont believe disney ever held peoples money in a frozen state as they are doing right now at anytime in the past. 

  i would like to use this pass

  as a magic key pass valid now (so i can make march reservation through march 1,2025 for myself or my husband

  as a refund to be used to purchase 2 or 3 tickets for my mom my husband or myself 

  to just be refunded the money to my citibank account 

  thank you,

  *******************************

  Business Response

  Date: 02/15/2024

  Dear ******,
  
  We apologize for the experience. I have sent you any email with further communication via Guest Correspondence. 
  
  Kindest Regards,
  
  *******************************
  Guest Correspondence
  Disneyland Resort

  Customer Answer

  Date: 02/22/2024

  they are holding my $399 that i was told would be in a magic key for my husband until he activated it

  they are not allowing me to purchase anything with this money because it can only be used for a magic key

  it was bought by me so i should be able to use it exchange it

  they have quit selling magic keys several times selling them for higher amounts

  there terms and conditions changed after i bought this pass

  their customer service told me it would be good til activated 

  they might never have magic key again and where does that leave me?  

  the terms and conditions say for only equal or greater value why cant i buy two day passes for the value at this time 

  im not trying to cheat them i just want my money to go towards what it was intended or to be used in purchase of what i choose.  i dont want to spend $600 for something that cost $400 before. 2 years ago.  their inflation is not equal to my Cost of living increases

   

• Initial Complaint

  Date:02/01/2024

  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.

  We stayed at Paradise Pier on Sept 30th 2023, with 2x 2 day passes. Reservation #******************, $1,258.63. We decided not to do day 2 at Disney and come another time. The Paradise Pier concierge was the person advising us. They said we could come back and use that second day anytime within a year. Now I would like to use that second day for a trip in February (I booked the Disney Hotel).I wasted 45 minutes trying to get this sorted through the Disney App and on the phone. I sent an email and got a callback. The lady just told me the use within 13 days print. That this advice came from a Disney staff member (hotel concierge!) didnt matter. They can look up who that person was as they conducted our hotel checkout. I have booked a stay at the Disney Hotel for Feb 10th ****, where we planned to use our second day ticket. The staff I spoke to knew this, and they would not fix it. It makes no business sense as we will come to the park and spend more money. Doing so with the knowledge I have lost over $200 because of Disney advice, and then basically saying too bad is unacceptable and a big business like that shouldnt make people feel like they dont matter. I am happy to share my text chat and email correspondence. Thank you.

  Business Response

  Date: 02/06/2024

  Dear ****,

  Thank you for taking the time to speak with me today. As we discussed, I will be sending an email via Guest Correspondence with more information.

  Kindest Regards,
  

  *******************************
  Guest Correspondence
  Disneyland Resort

• Initial Complaint

  Date:01/18/2024

  Type:Product 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.

  In mid Nov23, I saw a deal on Disneyland tickets on Target.com. I bought six tickets and then realized those cant be used in Disney World *******. I called Disneyland and told them I bought these tickets by mistake as I didnt know much about the difference between Disney World and Disneyland. For me those seemed same. Disneyland customer care told me to buy ********************** world tickets and give them the proof. I did that and they asked me to mail the copies of tickets. I did that and another customer care rep told me provide sticker numbers. After a few days they told my refund is approved by third party team and I should received the refund in few weeks. Its been six weeks since then I still didnt receive refund check. I again called to check the status and now ******* told me I need to send the tickets again to verify the ticket see if I can get the refund. They have changed their address so asked me to mail tickets even though previous reps have taken ticket details over the phone and got them verified. In this digital Disneyland is such a crooked company that doesnt want to pay refunds even after going through all the tedious and lengthy process. This suggests they are playing games and dont want to pay money back as refund. This is such a painful process as it is hard earned money and I have spent more than 15MVA over the phone them for this refund so far and gone no where close to getting it back. I am clueless on what to do as next step as they are asking to start with first step even though they confirmed my refund is on the way. If there is anyone sensible in Disneyland please resolve my case and compensate me for the pain and time you costed me in this process so far.

  Business Response

  Date: 01/22/2024

  Dear *********,

  Thank you for your message. I was glad to see you were able to get assistance from our partners at the Disneyland Resort. I have sent you an email via Guest Correspondence with more information. Please feel free to reach out if you have any other questions. 

  Kindest Regards,
  
  *******************************
  Guest Correspondence
  Disneyland Resort
  
  

  Customer Answer

  Date: 02/01/2024

  Hello,
  
  Please reopen this case. I haven't received any resolution from Disneyland yet. I received a call from their representative and she said she will check and get back to me and she still hasn't called me back. My concern is they want to keep delaying the issue so I give it up. But that is not going to happen as I will be after them relentlessly until I get my money back.
  
  BR,
  Shiv

  Business Response

  Date: 02/01/2024

  Our records indicate that this Guest is being assisted by another area within the Disneyland Resort and is aware of the time frame it may take to resolve their concern. This Guest has also been informed of the next steps required to receive their refund. If the Guest has any further questions,they may speak with our Guest Info & Ticketing Sales team at *************. 

• Initial Complaint

  Date:01/14/2024

  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.

  On 12/31/23, my daughter lost her AirPods in line of Small World around 5:30pm. After we got off the ride, we asked the staff member at the boat exit if anybody turned in missing AirPods. The staff member described the case perfectly in detail. So she saw them. She said she gave them to her manager who would then hand deliver to lost and found. She further told us to check Lost and Found at the end of the night to collect the AirPods.We filled out the online missing item form and checked the Lost and Found outside the park entrance as instructed by the staff member. The Lost and Found said they did not have the item and to check back in the morning.We went back to lost and found at 10am on 1/1/24 and were again told they do not have the item.Clearly, Disneyland screwed up something between the delivery of the item to the Small World manager around 5:30pm on 12/31 /23 and securing the AirPods at Lost and Found. Disneyland must take responsibility for their own negligence- replace or reimburse what you failed to secure in your possession. ***********************

  Business Response

  Date: 01/17/2024

  Dear ****,
  

  Thank you for contacting the Better Business Bureau regarding your recent visit.

  You should have received an email from Guest Correspondence with further information regarding your concern.

  Again, thank you for your email.
  
  Sincerely,
   
  *****************************
  Guest Correspondence
  Disneyland Resort

  Customer Answer

  Date: 01/17/2024

  The Disney response in this email is just another generic blanket Guest Service email.

  They have yet to respond to the specifics listed regarding their negligence with my property and how they propose to compensate my loss.

  ***********************

  Business Response

  Date: 01/18/2024

  Dear ****, 

  Thank you for your continued correspondence. 
  
  We regret that you were not satisfied with our original response to you. Please know that our Guest ***************** is assisting with your concerns. They will be reaching out to you shortly to discuss your visit, as they have all your contact information. If you would like to email them, please feel free to do so. Their contact information has been sent to you via the Guest Correspondence email. 

  Again, thank you for your email. 

  The Disneyland Resort Guest Correspondence Team 

  Customer Answer

  Date: 01/24/2024

  Again, Disneyland sends a generic email stating that Guest Relations is handling my concern. 
  

  Nobody at Disneyland has handled the concern. They were negligent with my property. They are not providing any information to me regarding replacing my property that they lost in their possession.
  

  Disneyland either needs to replace what they lost or compensate me to replace what they lost, period.

  ***********************

  Business Response

  Date: 02/05/2024

   

  Hello team,

  This Guest concern has been sent to our claims department. The claims department will contact the Guest and provide a solution. 

  Kindest Regards,
  
  *******************************
  Guest Correspondence
  Disneyland Resort
  
  

   

  Customer Answer

  Date: 02/13/2024

  ********************* has yet to respond to my emails and voicemail regarding the negligence of the Disney Small World Manager on 12/31/23. 
  

  I should be contacted ASAP by telephone to discuss compensation for this negligence.

  This issue continues to not be addressed and it has been over a month since the loss.

  ***********************

  ************

  Business Response

  Date: 02/14/2024

  Dear ****,

  We are glad to see our Guest *************** have contacted you regarding your concern. Please know that their team is working diligently to answer all our Guests as quickly as possible and they will follow up with you as soon as they are able. If you have any further questions please reach out to them directly. 

  We thank you for your patience.

  Sincerely,

  *****************************
  Guest Correspondence
  Disneyland Resort

  Customer Answer

  Date: 02/15/2024

  This generic communication by Disney has been going on since 12/31/23.  
  

  The Disneyland cast member at *********** perfectly identified my daughters AirPods.

  She said, They were given to the Small World manager and he was going to walk them over to Guest Services.

  I already gave a date and time. This should  not be that difficult to narrow down cast members and the manager working during that time period. 
  

  I am asking for compensation for their negligence and an explanation as to why my property was not securely delivered to Guest Services as promised. ***********************

   

  Business Response

  Date: 01/02/2025

  **** ******* INT38559862
  Case ID: ********. DOE: 01/14/24.
  Reason: Sent to claims. Claims was supposed to contact them for alleged incident.
  
  UPDATE: Guest lost airpods at **** on 12/31/23. Attractions CM identified them and
  stated she gave to her leader to directly turn in to Lost & Found. L&F did not have item,
  Guest returned on 1/1/24 and item was still not located. Guest demands compensation.
  We shared with Claims for review.
  Actions:
  01/16/24: We are notified that Claims will handle.
  01/17/24: Guest notified. Guest continues to contact us unsatisfied with blanket
  response. On the next day, we confirmed our partners will contact her.
  02/05/24: BBB contacts DLR for clarification. ******* explains that Claims will assist the
  Guest.
  02/14/24: Guest informs BBB that ****** ***** is not addressing her concern or
  returning calls. We contact Claims and they confirm they will contact the Guest. This
  information is relayed to the Guest.
  02/29/24: BBB informs us that they have updated this case from solved to unresolved.
  The BBB does not find our efforts satisfactory since we failed to contact the Guest.
  I have reached out to Claims for further information. Per Claims, the Guest did receive
  something from us. Claims is willing to assist if needed.

• Initial Complaint

  Date:01/13/2024

  Type:Service or Repair 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.

  We recently made a Family trip to disneyland, stayed at Disney paradise Pier 3 nights/4days January 8th to January 11th ****, room ****, im reaching out for help trough BBB, hoping to be heard and appreciated. Since I tried asking for help on my stay and they denied my request of a room change. The front desk manager has no empathy nor compassion to others, theres nothing worst than being racist to your own people, and thats exactly how she made me feel. Discriminated. Ok so I asked to be move to another room, because they were literally remodeling the rooms above me, (I have a video of the extremely loud noise we had to deal with) my Son is autistic and this for me was just a NO NO. I was aware that the building was under construction but come on . Above my room???? And when i asked for another room, preferably one that was already been remodeled the front desk lady said yes and she was so kind and nice, but the manager interrupted us and asked her to stepped out for a bit and then they both came back and the manager started to speak to me instead of the other worker, her tone of voice was just so sarcastic and made me feel worthless, she told me that they could put me in another room but i would still here the noise since i was only going to be move one floor down, I had no choice but to denied the offer , and spent the rest of our (stay in the hotel day) with the noise of a jackhammer (have it on video) They made my son day sooo frustrating and mine too, i was totally not happy and felt unheard. I just need someone to reach out to me and offers me a resolution, and to speak to their workers to please treat others with sympathy no matter how they look or what nationality we are.

  Business Response

  Date: 01/16/2024

  Dear *******,

  Thank you for taking the time to speak with me today, it was a pleasure. As we discussed I will be sending you an email with more information via Guest Correspondence. 

  Kindest Regards,
  
  *******************************
  Guest Correspondence
  Disneyland Resort

  Customer Answer

  Date: 01/16/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, 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,
  
  ***************************
  
   
  

• Initial Complaint

  Date:01/11/2024

  Type:Service or Repair 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.

  Yesterday evening (1/10) my wife and I purchased Magic Key passes from Disneyland here in CA after being in queue for over 8 hours to do so. The information displayed on the website calendar at the time of purchase indicated more flexibility and less blackout dates for park reservations initially. After we made the purchase different information was shown indicating less flexibility and more blackout dates for park reservations. We sent an email expressing the frustration and disappointment as customer service was not open at the time of day we discovered the discrepancy. Today (1/11) we spent 2 to 3 hours on the phone and on hold with magic key services as well as a supervisor to process a refund as given the blackout limitations we would rather purchase individual tickets for dates that are more aligned to our schedules. They are stating the terms and conditions have a pretty much zero tolerance no refund policy which in this instance seems quite unfair to the consumer. It has been less than ******************************************************************************************************************************************* this Magic Key pass and the limitations it puts on visiting the park. I just want a refund and want to move on as no service has been rendered at this point in time. I want to come to the park but without the limitations and would prefer to book individually. I consider this reasonable given the turnaround time of less than 24 hours and additional information provided to me after the purchase. Please provide assistance.

  Business Response

  Date: 01/12/2024

  Dear Casy,

  My attempt to reach you at the number provided was unsuccessful today. I will be sending you and email with some important information via Guest Correspondence. 

  Kindest Regards,
  
  *******************************
  Guest Correspondence
  Disneyland Resort

  Customer Answer

  Date: 01/16/2024

  Still waiting to hear back from ******* to schedule a time to discuss. No response yet. 

  Business Response

  Date: 01/17/2024

  Dear *****,

  Thank you for your continued correspondence.

  We have attempted to contact you via telephone today but were unsuccessful in reaching you. An email via Guest Correspondence with more information will be sent to you.

  Again, thank you for your follow-up.
  
  Sincerely,
   
  *****************************
  Guest Correspondence
  Disneyland Resort

  Customer Answer

  Date: 01/23/2024

  I spoke to ******* and there does not seem to be much that I can do. I understand the feedback but it does not mean I agree with it.

• Initial Complaint

  Date:01/10/2024

  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 wrongfully got my ticket voided and was not allowed in or able to be anywhere near the Disneyland property. I wasnt even in Disneyland yet. They were being racist and discriminating me and my family. Saying infront of the public saying I could be sneaking in weapons. Even when me and my family were talking to them calmly and cooperating they didnt let us talk at all. They were assuming we were all intoxicated and that wasnt the case at all. They said we will get arrested when we were just very confused and didnt know why that was happening. Any business should not be treating their paying costumers that way. We were trying to talk to them calmly, professionally and respectfully and they just talked over us and it was super unprofessional. There are many filed cases against Disney and a lot of them have won the case. The word will get out to the world more and more that the owner and whoever is in charge of Disneyland is corrupt and treats their guests horrible and disgusting. It will be known if the ones who are suppose to help in these situations are not helping and resolving the issue.

  Business Response

  Date: 01/11/2024

  Dear *******,

  My attempt to reach you today was unsuccessful. I will send you an email via Guest Correspondence with important information.

  Kindest Regards,
  
  *******************************
  Guest Correspondence
  Disneyland Resort

• Initial Complaint

  Date:01/05/2024

  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.

  Went to Disneyland in July purchased a light saber **** Windu that is purple from Starwars trading post.Whe got home wrapped it up for Christmas and to our surprise it was a red darth Vader saber. We have followed Disneyland merchandise service instruction and where given a number to call to resolve the problem. We have sent numerous emails and were told to call ************ and have left a message twice a day from the 1st of December when we figured it out.The recording asked you to leave a message and you will get a call back today or tomorrow still waiting for call. Disney chat told us sorry we can not help. I do have pictures and documents. So now here I am asking for help

  Business Response

  Date: 01/09/2024

  Dear *******, 
  
  Thank you for taking the time to speak with me today.
  
  As we discussed, I will be sending you an email with more information via Guest Correspondence.
  
  Kindest Regards,
  
  *****************************
  Guest Correspondence
  Disneyland Resort
  

  Customer Answer

  Date: 01/13/2024

  I was requested by Disney to mark resolved as soon as possible.  

  I have finally been contacted after 41 days of call leaving 3 messages a day, I find it interesting that it took a complaint to the Better Business Bureau.
  Disney has told me they would corrects the problem at hand. It is hard to trust them after the previous experience with them. After being put off by email and the chat services.
  If Disney follow through with their promise of fixing this, I will change my complaint to resolved. I cannot do this until the transaction is completed. 
  I do not know why it takes ********************************************************************************************** blind faith.
  I lost faith by Disney's because of their previous actions. 
  I look forward to resolving this in a timely fashion we will see what happens.)
  
  Best regards, ************;

  Business Response

  Date: 01/16/2024

  Dear *******,

  Thank you for your continued correspondence to the Better Business Bureau. We understand your hesitation and we are working towards a resolution. We appreciate your patience. 

   Kindest Regards,

  
  *******************************
  Guest Correspondence
  Disneyland Resort

• Initial Complaint

  Date:12/24/2023

  Type:Service or Repair 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.

  In 2019, I purchased two Disneyland Resort Park-Hopper tickets at a charity auction.Shortly after, the ******19 pandemic shutdown society including access to the Disneyland parks.During this time, the tickets (which were given by Disney to the charity organization) expired on 12/01/2021. On October 11 of this year, I brought my daughter to Disneyland for her birthday and attempted to use the passes that I had purchased at the charity auction. But since those had expired, I had to purchase passes for the day. Later that day, I spoke to Disneyland customer service at the park and they told me that they sympathized with my situation but would have to call the main Disney Guest Services at ************. When I did, they rejected my request to have the expiration extended. At this point, I have paid for Disneyland passes that I cannot use because Disneyland will not honor them. Disneyland had gifted the passes to the charity that I purchased them from and so they aren't out any money on this transaction. I am a victim of the ***** shutdown and Disneyland will not be accommodating. I have attached a copy of the expired passes as well as the passes I purchased on October 11. I would just like to be able to use these passes that I paid for.

  Business Response

  Date: 12/26/2023

  Dear ****,
  
  Thank you for your message to the Better Business Bureau,which has been routed to our office for reply, regarding the Disneyland Resort.

  I was unable to reach you today at the number provided. As I mentioned in my voicemail message, I have sent you an email via Guest Correspondence with some additional information. 
  

  Kindest Regards,

  *********************
  Guest Correspondence
  Disneyland Resort

  Customer Answer

  Date: 12/29/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, 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,
  
  ***********************