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Business Profile

Amusement Parks

Disneyland

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Amusement Parks.

Complaints

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

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    Customer Complaints Summary

    • 261 total complaints in the last 3 years.
    • 78 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/22/2023

      Type:Product Issues
      Status:
      Answered
      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 a California 3 day pass on March 2020 pre covid closures. Since then I have continuously emailed Disneyland about getting my tickets honored or some sort or reimbursement since we only visited the park once due to Covid restrictions. Disney has never responded to me since then I visited the park once more and attempted to speak with their guest services and was told the only way to resolve was to email. Its been almost 3 years and I can not get a response from Disneyland the money was collected I should be able to receive the service I paid for since it was out of my control that I couldnt attend the park all of 2020

      Business Response

      Date: 02/22/2023

        Dear *****,

       I have sent you an email via Guest Correspondence. Please reply to the eamil with the requested information.

       

      Best Regards,

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

    • Initial Complaint

      Date:02/22/2023

      Type:Product Issues
      Status:
      Answered
      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.
      It is a long story, but i bought a ticket for Disneyland After Dark: Star Wars nite a couple of years ago (for Star Wars Celebration convention which was supposed to be in 2021) and i got an email about it Jan 8th 2022 having to contact Disneyland customer service by Jan 11th to switch out the ticket for May 27 2022 (the rescheduled date) and i had been working on finding assisted living for my mom who has dementia and traveling a lot to see ****** missed the Jan 11th date to switch out the ticket.then it sold out..I called customer service about switching it out and they said they had no more tickets, so i was either looking to get a refund or a credit for Disneyland or Disneyworld (as long as it doesn't expire)I originally filed a complaint last year about this but Disney never resolved it and the person i talked to from Disney was no help so I asked to be helped by someone else and no one else contacted me, that is why it is technically under 12 months.

      Business Response

      Date: 02/27/2023

         Dear ****,

      I called and was unable to reach you. I will send you an email via Guest Correspondence. 

       

      Kindest Regards,


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

       

    • Initial Complaint

      Date:02/14/2023

      Type:Product Issues
      Status:
      Resolved
      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.

      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,

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

       
      someone of $1,000 and it's just disgusting. Why should I have to pay more for my family to go I already paid? What a scam. I need answers. I'm so frustrated because I specifically called so that I'd not lose all this money!!

      Business Response

      Date: 02/16/2023

        Dear ******,

      Thank you for taking the time to speak with me today. I will be sending you a follow up email soon via Guest Correspondence.

       

      Best Regards,

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

    • Initial Complaint

      Date:02/13/2023

      Type:Customer Service Issues
      Status:
      Resolved
      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.

      Hello,

      I simply wish to have the tickets, Genie passes and parking pass honored for the 2nd visit that we paid full price for. That is the only solution that seems fair to me. We were told that we had 9 months from the initial visit to come for our 2nd visit. We feel duped and misled. 

      Business Response

      Date: 02/15/2023

        Dear *****,

       My attempt to reach you today was unsuccssful. Please respond to my email send via Guest Correspondence.

       I look forward to hearing from you again soon.

       

      Kindest Regards,

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

      Business Response

      Date: 02/20/2023

          Dear *****,

      I tried to reach out once again and was was unabl to contact you. I left you a voicemail. Please reply to the email that was sent via Guest Correspondence.

       

       Kindest Regards,


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

      Customer Answer

      Date: 02/21/2023


      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.

      my address is:

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

      27638 ************

      *************, ** 91350

       


      Regards,

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

       


    • Initial Complaint

      Date:02/09/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 rejecting this response as nothing has been done to fix the issue. I need either a refund or 2 Disneyland tickets to make up for this unpleasant experience. Please make this right. ings were still a bit confusing. But everyone should really be trained and better prepared for these events as people are spending time and money on these experiences.

      Business Response

      Date: 02/10/2023

      Dear ****,

       

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

       

      Called guest and left a detailed voicemail sharing that concerns have been documented and are appreciated. Let guest know I would be corresponding via Guest Correspondence email as well.

       

      Kindest Regards,

       

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

      Guest Correspondence

      Disneyland Resort

      Business Response

      Date: 02/15/2023

      Dear ****,

       

      Thank you for your continued correspondence.

       

      Please refer to communications via Guest Correspondence email. 

       

      Kindest Regards,

       

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

      Guest Correspondence

      Disneyland Resort

    • Initial Complaint

      Date:02/08/2023

      Type:Product Issues
      Status:
      Answered
      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.
      Hello,I have been trying to purchase 6 tickets on disneyland.com using a gift card for the last two days. I have not been able to do it using a gift card. I called customer service to get help buying tickets, and after two phone calls, someone said they would reserve the spots for me and I should try again to buy tickets online in 24 hours. After waiting ************************************************************************************************* to do so; it keeps giving me an error saying, "...having an issue using gift card...". I started to chat with the online agent this morning and was given a gift card department number. I spent about one hour and twenty minutes on that phone call and was transferred to a different agent. This agent told me there was nothing wrong with the gift card and I needed to speak with the online customer care agent. I called them again today and even talked to the supervisor and was denied gift card use and was told to buy tickets at the ticket booth. I suggested that person that I have two young children and I should be able to purchase tickets online for easy access to the park using the gift card, but the supervisor rudely denied my request several times. Please help! My email is ********************** (associated with Disney account), and my phone number is **********.

      Business Response

      Date: 02/10/2023

      Dear Rahul,

       

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

      Spoke to guest on the phone. Guest is aware that concerns have been documented and are appreciated. Will send further communication via Guest Correspondence email.

       

      Kindest Regards,

       

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

      Guest Correspondence

      Disneyland Resort

    • Initial Complaint

      Date:02/07/2023

      Type:Product Issues
      Status:
      Answered
      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 fiance purchased four, two-day park ****** tickets for Disneyland Park in California. Unfortunately I was unable to fly out there with my family due to Covid. I was traveling out to California for business and reached out to Disney to use my ticket. The customer service person told me I had two options.. 1, do not use the ticket and we will have a credit for the original purchase price and can re-purchase a new ticket at the current prices. Option 2, enter the park by January 12th and I'll have 13?+- days (don't remember exact number of days) to use the second day of the park hopping ticket. The first day of the two day ticket was used on January 11th and I was planning to return on January 15th. The system wouldn't let me reserve the day from my hotel and when I called the park, they wouldn't speak to me because my finance was not with me. I asked if I walked to the park with my ID, the ticket, and all of her information if they would help me, she said no. So when I got home, we both called the park and waited about 45 minutes for a supervisor to get on the phone. I explained the situation and she told me that both days had to be used before the 12th of January. I explained if that was the case, I would have taken the credit and purchased two new tickets, clearly I was misinformed because I certainly wouldn't have wasted that much money for one day. She said there is nothing she could do because that is the policy, even if her employee did misspeak, there is nothing Disney would do. She also said there was no one else at the entire disney company to talk to and plea my case to. I asked for another supervisor, she said she makes the final decisions. This is clearly some kind of mistake. I have a long history with Disney on many fronts so this is disappointing and I feel cheated and unheard. I would never waste money like this if I had been truly aware of this policy. I would have made a different choice.

      Business Response

      Date: 02/08/2023

      Dear ****,

       I'm sorry I was unable to reach you. I will send you an email via Guest Correspondence so we may further discuss your concers.

       

      Kindest regards,


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

    • Initial Complaint

      Date:02/07/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 entered *********************** when the wait said 70mins. After 30mins they bumped the time to 95mins. After 90mins of waiting we asked how much longer and they said 45mins! We left and looked at the wait sign, it still says 95mins!!! Talked to customer service and they said all wait times are estimated and its not their fault. Meanwhile, no sign in the park says EST or estimate. Very sleezy to bump up the wait to highly encourage paying the extra $15 person for this ride!

      Business Response

      Date: 02/08/2023

      Dear *****,

      Thank you for your message. I have sent you an email addressing your cocnern via Guest Correspondence.

       

      Kindest Regards,

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

    • Initial Complaint

      Date:02/06/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 fell in September while vacationing at ******. At first it was thought to be a sprained ankle, but upon further tests my ankle is broken and there is ligament damage. I was given contact information for Disney claims which I have reached out to multiple times with no response. I have sent several emails and left messages through the phone number provided, but no contact from Disney. The phone number provided offers an option for talking to a representative, but only goes to voicemail. I just want someone to contact me regarding the incident.

      Business Response

      Date: 02/09/2023

      Dear ****,

      Thank you for taking my call today. I will be sending you an email via Guest Correspondence with my conctact information.

       

      Sincerely,
       
      *******************************
      Guest Correspondence
      Disneyland Resort

    Disneyland is NOT a BBB Accredited Business.

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