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:12/20/2022

  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.

  On February 2021, Disneyland announced that their Annual Parks Pass Program would be cancelled and replaced with a new Annual Pass Program. As such, current Annual Pass holders would receive a monetary refund for any unused portion of remaining time on their current Annual Pass. When the program was officially cancelled, we subsequently received a refund check in the amount of $269.45. We proceeded to deposit the check into a personal checking account on June 9, 2021. On June 10, 2021, said check was returned as unacceptable and unplayable and funds were not paid out. When we last contacted Disneyland Guest Services and Ticket Sales, on December, 20, 2022, to request, yet, another replacement check, they again stated that said check had already been cashed on May 18, 2021. When we proceeded to inform them that we hadnt cashed it and that the bank had, in fact, returned it unacceptable and unplayable, they refused to issue a new check or assist in any way. When we requested to file supporting evidence to support our claim, they refused to allow it or assist. They also refused to provide any information pertaining to their claim, (ie) a copy of said cashed check, information on what bank it was cashed at, any proof to support their claim or any details pertaining to their assertions. When asks to speak to a manager or someone in their fraud department to make a claim, they refused. As such, I am out $269.45.

  Business Response

  Date: 12/21/2022

   Dear ******,

   I was hoping to speak with you personally, but I was unable to reach you. As I mentioned in my voicemail, I will be sending you an email via Guest Correspondence also.

   

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

   

   

• Initial Complaint

  Date:12/15/2022

  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 mistakenly purchased my tickets 3 times. After calling Disneyland they refuse to refund all my money and only are partially refunding me. I live in ********** and cannot afford an additional amount of $966 on tickets I will not be able to use. Supervisor told me there is no one else I could speak to regarding this matter. I am currently spending $1789 on tickets alone to Disney and they dont seem to want to help me. Im so frustrated and would like someone to help me with this matter.

  Business Response

  Date: 12/16/2022

  Hello ********,

  I appreciate you taking the time to speak with me today. Your concerns have been documented and I appreciate your feedback.

   

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

  Customer Answer

  Date: 12/16/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. At this point nothing has been resolved regarding my complaint. I called back and spoke to another customer service representative today and was told they would not refund me and would not transfer me to a supervisor because my claim had already been denied by "several supervisors."  I have decided to take this charge and disputed with the bank. I am not satisfied with Disneyland's policy and do not think it is right for them to them not to make exceptions on their refund policies. Perhaps if a person traveling gets ill or runs into a financial matter Disneyland will not refund tickets.  This is not ok, and it is taking advantage of a person's circumstance. Disney is a multi-billion Corportation and perhaps what is a lot of money for a family is not for Disney.  Disney supposed to be based on happy experiences, which in my case unfortunately has not been.   
  
  Regards,
  
  *******************************

  Business Response

  Date: 12/19/2022

  Dear ********,

   I apologize for your experience. Your feedback has been documented and is appreciated. 

   

  Best Regards,
  
  *******************************
  Guest Correspondence
  Disneyland Resort

• Initial Complaint

  Date:12/15/2022

  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 have been a Disneyland annual pass holder for at least 10 years and I do not live in California, we stay on property and yes we spent ******* this year for only 2 tickets to only have more c*** handed to us. I planned a trip around thanksgiving when my daughter unexpectedly ended up in the hospital for a few days and while in there I jumped on my app and cancelled my reservations and just focused on her getting better and when she did she begged to go to Disney so I scheduled a hotel on their property for her last weekend on her break since for ******* she is blocked the other time out of school. When I went to book the park reservations our passes were penalized for me not cancelling, but I did! When I called customer service they told me there is nothing they could do, just schedule another time (very rude) and gave me the number to cancel my hotel reservation. I was also told it was because I only cancelled one day of my previous reservations and not the other days so I was penalized and thats not true. I live out of state so I wouldnt cancel just one day. I knew I couldnt come so all was cancelled. I so hurt that I cant speak to someone with authority that can truly explain why Im being treated so horribly. Disney is not what it once was and customer service is horrible to deal with, very rude people! I just wanted my pass fixed because Im not in the wrong but they just didnt care which is sad.

  Business Response

  Date: 12/16/2022

  Dear ********,

   I attempted to contact you but was unable to reach you. I left a voicemail an will also be sending an email via Guest Correspondence.

   

  Best Regards,
  
  *******************************
  Guest Correspondence
  Disneyland Resort

• Initial Complaint

  Date:12/09/2022

  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.

  Poor customer service, no offer for a resolution for a child with a learning disability that made a judgment error on which line to get into towards closing at the end of the night at Disneyland Fantasyland area of the park, specifically the Matterhorn Lead ********.

  Business Response

  Date: 12/12/2022

  Dear *********,

   I called the Guest and left a voicemail. I will follow up with an email via Guest Correspondence.

   

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

   

   

• Initial Complaint

  Date:12/03/2022

  Type:Sales and Advertising 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 had planned for Disneyland ******* and Universal Studios in Dec 2022. My child got very sick this week and was hospitalized. Keeping in mind her health and financial commitments we have to cancel our entire flight, hotels and park reservations. Disney is the only company who denied to cancel/ refund and their customer service agents misbehaved.

  Business Response

  Date: 12/05/2022

  Dear ******,

  I called the Guest and addressed her concern.

   

  Best Regards,
  
  *******************************
  Guest Correspondence
  Disneyland Resort

  Customer Answer

  Date: 12/05/2022

  We are requesting Disney to refund due a medical condition. Please be fair.

  Business Response

  Date: 12/06/2022

  Dear ******,

  I contacted the Guest via phone and explained our ticket policy. Guest is aware that concerns have been documented and appreciated.

   

  Best Regards,
  
  *******************************
  Guest Correspondence
  Disneyland Resort

• Initial Complaint

  Date:12/01/2022

  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 ordered food through the Disney app and was charged on my card. I never got an email or confirmation of the sale. I went to Award wieners where the order was placed and spoke to a lead named *******. She informed that there was nothing they can do due to it being a system glitch. How ever I never received my food and I was still charged. This happened on 12-01-2022 around 8:00 pm. My issue was never resolved and pretty much was told to leave and it was my problem now.

  Business Response

  Date: 01/02/2025

  ****** ******** INT29259333
  Case ID: ********. DOE: 12//01/22.
  Reason: Original was physical letter and then created through email. Guest was already
  assisted via physical letter.
  Actions:
  12/02/22: BBB receives Guest Concern.
  12/16/22: Concern is unanswered.
  01/04/23: GC receives letter with Concern.
  01/04/23: Called Guest same day. The Guest had already disputed the charges with
  their bank.

• Initial Complaint

  Date:11/26/2022

  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 visited Downtown Disney on 11/25/22 and my visit was less than 30 minutes, but waiting in line/trying to find a parking spot accumulates to 1 hour and 6 minutes. I arrived at 9:21 as what my parking ticket stated. I got my ticket validated, but apparently I was charged still for parking. The sad part, thats not even why Im writing this complaint. The disney employee that was taking our payment was so unprofessional and did not explain to us why we were being charged when our ticket was validated. She had a ghetto attitude and proceeded to say I just work here rolling her eyes and when we drove off after her taking our payment proceeded to say dont come back to Disneyland then. Im sorry, but was that necessary? I feel that this individual shouldnt be working closely near customers until shes been properly trained or had some basic mannerisms in general. We were on the far, far right exiting out of Downtown Disney from ************* lot and the Disneyland employee was wearing glasses and seemed to look latina. I cant remember what her hair looked like, but it was either burgundy or brown. She seemed between the ages of *****. I hope Disneyland somehow identifies this female and resolves this issue swiftly.

  Business Response

  Date: 11/29/2022

  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
  
  

  
  
  

• Initial Complaint

  Date:11/23/2022

  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.

  Reservation 1f2df78f-d01c-5096-9641-25e076641f4e The whole experience was an utter failure from beginning to end. Being a first time, with a birthday boy, our family was highly disappointed and we left unhappy like the rest of the guests on the tram. I dont even know where to begin but I can surely conclude Disneyland California Adventure is a full on scam and bait switch. The day started with two whole hours of our time wasted in a Spider-Man ride, only to be sent to the exit because of a ride malfunction. We purchased genie+ while in the long line due to expectation for the rest of the day. Little did we know, the same problem would occur even still with a lightning pass that couldnt be used for hours at a time, didnt work for radiator springs, and saved little time skipping the standby queue when the reservation time was very delayed from the start. Our birthday child only got to ride 3 of the most lackluster and short rides in the park. His birthday trip was essentially ruined and so much money was wasted in doing this pointless trip. Virtually every ride in the park was constantly being shutdown and paused due to maintenance the whole day. Given the fact you even require reservations to enter the park, you severely overbooked to steal money and precious time from hard working families. I have a full suite of complaints that Id like to unload, leading to a refund that we rightly deserve for both park entrance and the scam you call Genie+. Your chat agents are completely useless and guest service had too long of a line as well. I need to speak with upper management about this poor experience, Im even tempted to file a chargeback and go to the media with my horrible experience. You need a complete do over with operations from the top down. Im angry that Disney has turned into corporate greed with no care for the children. Ive been to Disney world ******* and even the cast difference is night and day. Nobody in California got into character. F job 100%

  Business Response

  Date: 11/28/2022

  Spoke to guest on the phone. Guest is aware that concerns have been documented and are appreciated.

  
  Kindest regards,

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

  
  

  Customer Answer

  Date: 11/28/2022

  I accept the $300 refund for Genie+. I would like to request upper management to grant ******** passes or accommodations to make up for the complete and utter failure of the Disney experience from pre-planning to leaving the park, leading to an inability to plan the day and enjoy the rides available. Whether this be park tickets, resort stay, or a comp'd cruise, we believe fair compensation is due given the fact that corporate greed, overbooking, and poor customer service has resulted in an underwhelming family trip for our birthday boy. 

• Initial Complaint

  Date:11/17/2022

  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 visit California adventure November 16,2022 for the first time I had purchased and made reservations on the app and at the time of purchased no where in the app stated the park was closing at 5pm that day.We wasn't aware of this till the app send me an alert at 2pm saying park was closing at 5pm but it was to late because we had already purchased the genie pass for us to enjoy all the rides but it did not happen because we where not able to use the only on 2 rides.If Disneyland knows they are closing early because of some events that they may be having they should notify customers so we can eighter change are plans for another day since I had to leave the hotel Hyatt a day early because of there closing park better communication with customers next time will be great.

  Business Response

  Date: 01/02/2025

  ******** ******* INT28724678
  Case ID ********. DOE: 11/17/22.
  Reason: BBB placed as unresolved even though Guest was compensated. It was
  resolved.
   Email: *************************
  Actions:
  11/18/22: BBB mails physical letter with concern.
  
  11/25/22: BBB website updates reflect a second notice with 7 calendar dates available
  to respond.
  11/30/22: We receive letter and document on GSS. We contact BBB to share that BBB
  concern did not come to correct email address so I am unable to respond to guest in
  BBB so BBB knows I have responded to guest. Attempted to contact Guest. We left a
  voicemail and sent Invitation to Call.
  12/02/22: The Guest contacts us with their availability. We offered a refund on Genie+.
  The Guest accepted and refund was processed.
  12/15/22: BBB sends letter stating we never contacted this, Guest.

• Initial Complaint

  Date:11/16/2022

  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.

  Disneyland offers no in-person people you can talk to, can't call, can't even send an email so this is my only option. We bought 2-day hoppers for 315 each for my son and his girlfriend. We were told at the park no season passes would be offered, we were waiting to use the second day in hopes to upgrade when passes became available. They said they were sold out, but now they are available and we would like our two tickets credited towards the purchase of a magic pass for ***** residents.We have driven down there, tried to call, tried to email, for all the money Disney has they should invest in customer service. You can have ***** of people at your park but can't man a customer service window for ***********************?

  Business Response

  Date: 11/17/2022

  I sincerely apologize for your experience. Please be aware, you have reached the Guest ************************* which handles post visit concerns. In order to be assisted further, please reach out to our Magic ********** Services at **************. This is the appropriate department to handle your concern. 

  
  Best Regards,
  
  *****************
  Guest Correspondence
  Disneyland Resort

  Customer Answer

  Date: 11/17/2022

  i wouldnt be opening a case hear if i could reach your guest services department by phone email or in person. Any avenue to reach you is impossible.
  

  you can call me at number provided

   

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

  Business Response

  Date: 11/18/2022

  As previously shared, in order to be assisted further, please reach out to our Magic ********** Services at **************. This is the appropriate department to handle your concern. 
  
  Best Regards,
  
  *****************
  Guest Correspondence
  Disneyland Resort