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

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  Disneyland

  PO Box 3232 Anaheim, CA 92803-3232

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  Disneyland

  1313 Disneyland Dr Anaheim, CA 92802

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  Disneyland

  1313 Disneyland Dr Anaheim, CA 92802

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  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:11/13/2022

  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 am very disappointed on how Disneyland handles complaints. I had reservations for the theme park with an old annual pass and when I renewed, I made a reservation to begin our trips to Disneyland, and was unable to make one of them. Therefore, I called the customer service line at ***************** and they advise me that the old no-shows will not reflect on the new annual pass. I made sure that I fully understood and kept questioning the representative about the information she was giving me. I showed to my supposed reservation. They told me I did not have one and I checked my app and I was penalized. I went to customer service and they said because theyre a different department basically they could not do anything about it. I am upset because they are not taking responsibility over the false information they gave me and I am not blaming them for me not showing up, but the information given to me when I could avoided missing, regardless of any circumstance. I just renewed my pass spend **** and I have to be penalized until the 11th of December. It am upset because I dont live far I could have came and checked in to avoid this issue.

  Business Response

  Date: 11/15/2022

   

  Dear *****,

  I reached out the Guest and addressed her concerns over the phone.

   

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

  Customer Answer

  Date: 11/16/2022

  They didnt do nothing in my favor. Just an apology for the  incorrect information given by the representative.

  Business Response

  Date: 11/18/2022

  Hello *****,

  As previously shared, spoke to guest on the phone on November 15, and the Guest is aware that concerns have been documented and are appreciated.

   

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

• Initial Complaint

  Date:11/11/2022

  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.

  I am writing today regarding an incident that occurred on October 29th 2022 at 12:18pm at the entrance to Downtown Disney. I had parked in the Simba lot and was planning to take my mom to purchase some items at the shops and take her to lunch. I was stopped at the metal detectors. A short Latina approached me and she asked me about my dog. I told her it was a service dog and showed her the identification tag. She said yes but I want to know what is wrong with you. I told her that was none of her business. She said ok, Im going to ask you to step behind the barriers again and Im going to ask you to speak to my manager. I said sure and went back behind the barriers. Her manager approached and the other shorter lady put her hand up to her ear and whispered in her ear right in front of me. They had a good laugh and then the manager said I got this. She then approached me and did the exact same thing to me. This time I tried to explain to her that I suffer from C-PTSD and I tried to hand her the medical documentation I have from my doctor. She waived it away and said it sounds like an emotional support animal to me. At that point I was totally shocked, and I told her we are leaving. This is the first situation I have encountered where an employee has sought to substitute their judgment for my doctors. I sent an email that day to disability services and did not receive a response. I wrote again on November 1st and did not receive a response either. I mailed a hard copy letter on Tuesday Nov 8th. I really hope your employees are receiving adequate training. I would like some sort of acknowledgement that someone followed up on this.

  Business Response

  Date: 11/14/2022

  Dear ******,

   

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

   

  Kindest Regards,

   

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

  Guest Correspondence

  Disneyland Resort

  Customer Answer

  Date: 11/14/2022

  
  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:11/10/2022

  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.

  We booked a 5 day park trip and have an off day today. We booked this trip 4 months ago and meant to do park hoppers but didnt select it right. We were told we had to wait until the 1st day of our trip to change it. The park ****** upgrade is $60/ticket The only place to upgrade took over an hour during our 1st park day. They Told us in order to buy park hoppers we had to pay the new cost of tickets rising FIRST in order to pay to upgrade to park hoppers. Im frustrated because we had no functionality to upgrade to park hoppers before we got there, and then to upgrade park hoppers cost our 4 person family an extra $470 instead of $240 we had been budgeting for. The Disney trip is already expensive for us, and we had tried to make it a special trip by buying a 5 day pass, with genie plus, and already purchasing the new magic bands. were trying to do as we were told and upgrade park hoppers at the gate, and we were treated rudely, and told it was double the cost, any savings we had by pre purchasing our trip in advance had to be paid, no help at all. I had to press to talk to a manager after being berated by the customer service reps, and my kids crying because we had been planning to hop to DCA to ride Spider-Man. It was just a terrible experience for our first day. After continuing to wait in line to talk to a manager, they gave me a solution to give me the $230 in food vouchers, claiming these work at all locations. Well, we went to 3 places to eat at DCA, a pretzel place, num num cookies, and ********* and 2 of them said they had NO idea what they were and couldnt use them. I only got $5 off on a pretzel!! I feel completely used/lied to. I thought disney cared about creating a magical experience for our family, instead they wont let me upgrade at any point in our trip without ripping us off We cannot afford the $470 that was billed, only $240 (for 4 tickets park hoper) was budgeted in our trip, and were given food vouchers that dont work. Please refund us

  Business Response

  Date: 11/11/2022

  Dear ******,

  I have corresponded with Guest via Guest Communications team.

   

  Kindest Regards,

   

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

  Guest Correspondence

  Disneyland Resort

  Customer Answer

  Date: 11/11/2022

  they emailed and told us to talk to guest relations at the park, we ALREADY DID THAT. They will not help, gave us vouchers that didnt work and we already spent 2 hours trying to talk to rude people at the park who were degrading and non helpful. We need a refund of the $230 that was incorrectly charged in addition for park hoppers. 

  Business Response

  Date: 11/14/2022

  Dear ******,

   

  I have corresponded with Guest via Guest Communications team -any further correspondence can continue there. 

   

  Kindest Regards,

   

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

  Guest Correspondence

  Disneyland Resort

  Business Response

  Date: 04/08/2024

  The Disneyland Resort had the opportunity to address the Guest’s concerns and is considering the matter closed.

• Initial Complaint

  Date:11/09/2022

  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.

  I was a magic key holder and have been since the inception of that program, previous to that an annual pass holder. I called on November 9th to renew keys for both my son and *********** received any warnings or correspondence. I waited on hold for over an hour. The agent told me at this time no one can buy a magic key pass. That theyre only available for renewal. I was informed for the first time that my passes werent able for renewal because they expired on the 25th of October. No other course of action offered. I was told to check Disneyland website everyday. I have paid Disneyland for years in a timely manner, if they were planning on banning people from being able to purchase magic keys I would think that an email would go out to current key holders.

  Business Response

  Date: 11/10/2022

  Dear *********,

   

  Called guest and left a detailed voicemail sharing that we would like to discuss their comments further. Let guest know I would be corresponding via Guest Correspondence email as well.

   

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

  Guest Correspondence

  Disneyland Resort

• Initial Complaint

  Date:11/05/2022

  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.

  Workers are so rude the lines to exit parking lot and to buy tickets are not organized and not fair

  Business Response

  Date: 11/07/2022

  Dear Abanoub,

  I called and was unable to get a hold of Guest. I will reach out by email.

   

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

• Initial Complaint

  Date:11/04/2022

  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 went to Disneyland on 11/03/2022. There were multiple problems and I contacted CIty Hall and Guest Relations in Disneyland and was told I would not be able to get my issues resolved. We chose Disneyland over California Adventure because we wanted to ride **************, ******************** and Star Wars. All of these rides we unavailable for parts of the day which resulted in a loss of over 5 hours in the park because we would wait 1-2 hours for each ride and then we would find out the ride is not available. We asked if we could go to California Adventure instead and give up our DIsneyland ticket but City Hall refused to do this without charging us. There is also a documented history of parts of the parks smelling like human f**** which caused me to feel nauseous and unable to ride the rides because I was vomiting from the smells at Matterhorn. We also got stuck on a ride and were late to ************** where they refused to allow our genie pass because we were late. Me being late was caused by the park and then they refused to allow me to ride ************** with our Genie Plus Pass because we were late which was caused by the park itself. THE MOST EGREGIOUS ISSUE IS DISNEYLAND NOT COMPLYING WITH THE AMERICAN DISABILITIES ACT. This happened at **** Cantina where due to my disability I was unable to stand at the time and the park representative said they would not allow us to sit at **************** because we already ordered from the stand up bar. There are many more issues to note but I may seek legal counsel if possible as the distress Disneyland has caused me because of my disabilities feels unbearable. I should be allowed to sit down in the many free tables if my disability does not allow me to stand but Disneyland refused to allow me to sit at ****************.

  Business Response

  Date: 11/07/2022

  Dear ******,

  I was able to reach the Guest by phone and address his concerns.

   

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

  
  

• Initial Complaint

  Date:11/03/2022

  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.

  Went on 10/19/22 to celebrate my birthday with my boyfriend. The whole day was TERRIBLE. Bought Genie+ so we wouldnt have to wait in long lines for rides and we still had to wait a long time. All week I was looking forward to going to the silhouette studio to get ours done and we got turned away 3 times. Tried taking pictures in front of the Mickey ***** shaped pumpkin on Main St. and we got turned away again! Complained to guest relations 3 times about our experience yesterday and not much could be done. I asked if I could formally file a complaint somewhere and they said just to leave feedback on their website but was told no one would reach back out to me, how dumb! Was told I could go to their city hall and complain to a manager but it might take a while and most likely nothing could be either. So youre telling me we spent hundreds of dollars to have a good time and celebrate but all I got was a day full of misery. I shouldve just stayed home! The ************** is a robbery because the hours to reserve your ride are all spread out. Had to wait 5 hours for our time slot to get onto Haunted Mansion. What a sham! The app isnt accurate with wait times, spent the whole day walking back and forth to rides because the app posted a short time only to find out upon arrival to each ride the wait time was really 2x longer than what the app said! Most of the employees we encountered were not nice and certainly not helpful. Bought a bottle of water at one point at night and the 2 girls at the cart stand didnt even notice us there because they were so busy gossiping about work place stuff. We couldve walked away with the merchandise and they wouldnt have batted an eye because they were so caught ** in their conversation. Waste of time and waste of money. Not looking forward to ever coming back here I would really love my hard earned money BACK!!!

  Business Response

  Date: 11/07/2022

  Dear *******,

  I was able to speak with ******* and address her concerns.

   

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

• Initial Complaint

  Date:10/29/2022

  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 purchased an annual pass from Disneyland on 12/13/2021, using an upgrade of a 3 day pass I bought and used in 2019 before covid. Disney's website and marketing clearly states that when you purchase an annual pass, it will expire one year after the first use, or if you don't use it at all in one year from purchase, it expires one year after the purchase date. I did not use the pass until 9/27/2022. The expiration date on the pass originally said 12/13/2022 when I bought it, but that's because that would have been the expiration date had I not used the pass at all. I expected that date to update to 9/27/2023 once I used my pass for the first time. However, after conversations with Disney, they are stating that because I used my 3-day pass for covid in 2019, the expiration date will not update for an upgraded pass. It doesn't state that anywhere in their marketing or online materials. Using one day of the 3 day pass was not an activation of my annual pass which I bought two years later. Furthermore, the full value of my 3 day pass was not applied to the annual pass - they only applied part of the value because I had already used a day of the pass. The expiration date of the annual pass needs to be changed to 9/27/2023. This same scenario applies to my pass and my fianc's pass, both purchased and used on the same days.Our pass numbers are:809080041201018635 ******************

  Business Response

  Date: 11/01/2022

  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: 11/01/2022

  Weve already contacted that phone line twice and they refused to fix the issue which is why we are going through the BBB. 

  Business Response

  Date: 11/02/2022

  As previously shared, should you have any other concerns about your Magic Key, please reach out to our Magic ********** Services at **************. This is the appropriate department to handle your concern. 
  
  Best Regards,
  
  *****************
  Guest Correspondence
  Disneyland Resort

  Business Response

  Date: 03/27/2024

  'We were in touch wth the Guest a couple times and informed them to reach out to our ****************** as they are the only team that can assist. Guest was not satisfied with this and wanted their expiratin date to change which is against our policy as the Guest purchased the pass knowing the expiration date. BBB consider this unresolved but there is nothing more we are able to do regarding this policy. 

  Business Response

  Date: 04/08/2024

  The Disneyland Resort’s records indicate that another team within the resort has assisted this Guest, and the complaint has been resolved.

• Initial Complaint

  Date:10/27/2022

  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.

  Spent day at both parks on September 20, 2022 subject to several downtimes at both parks, with already limited hours in the day due to Halloween event at California Adventure. While I was given automatic anytime passes when my Genie+ selection went down, by the time I went to use them I would go to an attraction to find it not working again and ended up not using these passes. Half of my day was impacted and I had to realign my plans to experience a major attraction at California Adventure, which was closed from 9-3PM with the park closing at 6PM. Due to the downtimes, even though I spent six hours in Disneyland Park, I only managed to ride three (3) attractions. Additionally, I experienced difficulties with the app providing not accurate information in regards to character set times. When asking at Guest Relations at the start of my day, as this was a major part of my reason of visit and to plan my day accordinging, they advised me they could not call and find out the information I needed and I was advised to ask a Character Host at the park. I was advised when asking Character Hosts that the characters coming out were a "surprise" and couldn't tell me if a certain character was coming out or not. The only highlight of this frustrating day was a Character Host who ended up seeing how frustrated and upset I was and got me the information I requested. I then was informed that the main character I was looking for was not out for the day, but this Cast Member was able to help make sure I saw the character.Reached out via Guest Relations shortly after resuming home from my trip via email correspondence with a letter and has had no response since emailing them.

  Business Response

  Date: 10/31/2022

  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:10/25/2022

  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.

  Purchased 6 tickets for park admission then found out 2 days later unable to use one because called into work. Requested a refund, transferred to numerous departments but nothing.

  Business Response

  Date: 10/27/2022

  Dear *****,

  I called the Guest to address his concerns and gave him the number to GITS our ticketing department at the resort.

   

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