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: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.

  I purchased 3 : 5 day Disneyland passes for myself, my ********* **** son with park ****** reservations from Oct *****th, 2022 with Genie plus. The park was sold out at max ******** per their reservation system. All 5 days we were there the rides were constantly breaking down. Waits in lines were ****** minutes and several times the ride would close down well into those wait times. The staff was not monitoring lightning lanes so entire families of 6+ would scan one pass & all walk to the front of the lines leaving stand by waits longer. Disneyland sold us tickets when their rides were not properly maintained & reliably functioning. Disneyland sold out the park to max ******** knowing they couldnt deliver a positive experience with functioning rides. I have screenshots of the Disneyland App regularly closing rides as Temporarily closed. I have photos on *************** where I was broken down on the ride for 30 min & was evacuated from cars & walked out of the ride. Our Disneyland vacation package was $3000 with airfare, ****************************** tickets. As a single Mom this was a huge expense & a miserable vacation with constant **************************** that the park was in such a state of disrepair that even at 8am opening several rides were temporarily closed. It was a disregard of our familys ************* I purchased the *************************** package through **************** through ********* Airlines from **** to CA. Disneyland did not deliver what they sold, and they sold it at astronomical prices.

  Business Response

  Date: 10/27/2022

  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
  
  

   

  Customer Answer

  Date: 10/28/2022

  I received an apology from a Disneyland park representative. The package I bought included a park ****** & Genie plus that provided lightning passes to rides, at an additional fee. As we waited in some ride lines that broke down half the time we were given a lightning pass to return or use at another ride, half the time we were not given one. The Genie plus service we paid for became so diluted with so many park attendees getting free lightning passes due to rides temporarily closing that even lightning lanes, that werent always even regulated to ensure a valid lightning pass before proceeding, became long lines & adding further to stand by lines. The massive crowds were losing options of functioning rides & all gathering at less rides that were in operation. If Disneyland can look to see if we received lightning passes surely you can look at your records for ride closures between Oct *****th and see that excessive closures were a frequent problem. In the past we have been annual pass holders & Ive attended Disneyland for 45 years. Never have I seen the problems keeping rides running as I did this trip & had I been aware I would not have taken my family. 

  Business Response

  Date: 10/31/2022

  I have corresponded with Guest via Guest Communications team -Please refer to communications shared via Guest Correspondence.
  

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

• Initial Complaint

  Date:10/20/2022

  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.

  Hello We went to Disneyland this past month and my mom was having anxiety and almost passed out. Around 5pm we found out she could get a pass for the rides. Prior to that we purchased the genie pass and spent $15 per ticket to just get on our cars ride . I have emailed Disneyland prior to this complaint but they have not returned my emails. I would like a refund for the genie pass and card ride tickets which is $155.

  Business Response

  Date: 10/24/2022

   

  Dear *******,

  Our Guest Correspondence team has sent an email to the Guest.

   

  Kindest Regards,

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

  Customer Answer

  Date: 10/24/2022

   It' very disappointing i cannot get some type of refund for spending all this money on these add ons after realizing we could qualify for a handicap pass. very upsetting

  Business Response

  Date: 10/25/2022

  Dear *******,

  If you would like to discuss your concern further, please respond to the email sent by our Guest Correspondence team.

   

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

• Initial Complaint

  Date:10/20/2022

  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.

  My daughter did a build your lightsaber experience and we had it shipped to us. We received it yesterday and the bag was damaged. I called customer service and was told there was nothing that can be done. Im sure there is something that can be done.

  Business Response

  Date: 10/21/2022

  Dear ******,

  Thank you for your comments to the Better Business Bureau, which has been routed to our office for reply, regarding the Disneyland Resort.
  
  I sincerely apologize for your experience. In order to be assisted further with your merchandise purchased at the Disneyland Resort, please contact **************************************************************************************. One of our Merchandise Cast Members will gladly assist you. 

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

• Initial Complaint

  Date:10/14/2022

  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.

  This compalint is about my magic key renewel, My magic key was set to expire on 09/06/22. I was at the park on 09/05/22 see attached proof of parking and proof of multiple purchases from that day. I walked over the the ticket booth as a wanted to pay a higher deposit to keep my monthly fee lower since the magic key price went up . I was told at the ticket booth that renewel can only be done online .I said okay no problem i got home pretty late. The next day i worked all day and when getting home in the evening at 9pm on 09-06-22 day my pass was set to expire .I open my lap top to renew my magic key my pass was not showing up on the website as an elgibile pass to renew even though on the app my pass was still active . Disney customer service had already closed for the night. The next morning I woke up to call at i was told someone would be calling me back that did not happen so i called back around 6pm and spoke to somone that was assisting me our call dropped and when i called back the phones were closed for the night . I received a call the next morning from ****** the supervisor i had spoke to on 09-07-22 early in the morning and was told that my magic key could not be renewed because the renewel time had passed . Disney announced the renewl of the magic keys on 08-18-22..I didnt sit on renewing my pass the website had glitches as it usually does. I am not the only person that has experince this issues. I proactivly tried everything in my power to renew my pass as i have a 3 year old that has an pass that expires the end of February 2023. My 3 year old is now upset every weekend because she can not go to disney since she can not drive herself , I asked disney to refund the differnce for the months my daughter will not be able to attend and i was told that was not an option . I am extremly disappointed with disney as a bussiness.

  Business Response

  Date: 10/19/2022

  Dear *******,

  I sincerely apologize for your experience. Please be aware, you have reached the Guest ************************* which handles post visit concerns. Should you have any further concerns and questions regarding our Magic Key Program, please reach out to our Magic ********** Services at **************. This is the appropriate department to handle these concerns. 
  
  Best Regards,
  
  *****************
  Guest Correspondence
  Disneyland Resort

• Initial Complaint

  Date:10/13/2022

  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.

  Item purchased on 10/10/2022 My long-distance girlfriend is planning to visit me from ****** this month and wanted to see Disney while their Halloween displays are still up. For days I watched the ticket availability to see that "single park" tickets were not listed as available on the site for Disneyland for the dates we wanted, UNLESS we paid the extra $120 for a "******" pass, which would ***** us access to the park we wanted. That makes zero sense and is just a predatory tactic to bleed your customer's dry. I called customer service to ask about this and was told to not expect single park tickets to be available for the date that I wanted and was pressured to purchase the ****** tickets to avoid "missing out" on the opportunity to visit.Within 48 hours of being told single park tickets would not be available and spending the extra $120 to secure through Park ******, single park tickets are listed on the website for the date/park combination that I was after. I called customer support only to be told in a bubbly/cheery tone, which comes off as incredibly condescending given the circumstance, that there is absolutely nothing they can do for me, they can't downgrade my ticket/offer any form of refund and that I'm out the money. This is a filthy, predatory company that does no value their customers or their money.

  Business Response

  Date: 10/13/2022

  Dear *****,

  I called the Guest and was able to speak with him about his concerns.

   

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

• Initial Complaint

  Date:10/08/2022

  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 am requesting a refund of $360. I purchased a vacation package for my family of six on March 22, 2022. This vacation was booked with a Disneyland cast member over the phone. The package was scheduled for Oct 1 to Oct 4 2022. This included a Disneyland and California Adventure Park ****** pass on Oct.2 and Oct 3, to utilize both parks at a cost of $60. per person per day. The entire vacation was $3532.84, not including airfare. We spent the first day in Disneyland park, aware that we had to wait until 1:00 pm to go to California Adventure Park. Around dinner time we proceeded to California Adventure Park and were denied entrance due to a special event. An employee suggested that we go to California Adventure park guest services for a refund of our ****** passes. The next morning we tried to use our ****** passes early, since our denial the day before and were told not until after 1:00. On Monday morning Oct 3 here is our experience trying to get a refund. 1. We went California Adventure park guest services. Sent to:2. Disneyland guest services. Sent to:3. Lost and found. Sent to:4. Disneyland town hall.Every place we went had long lines, with long waits. At the town hall the line was so long, we finally gave up.Obviously no one knew what was going on. Since arriving home I have called and spoken to several Disneyland employees and they said this has happened in the past and needs resolution. Both agreed I should get a refund but were doubtful about it. The employees provided an email address, which I utilized and have not heard back from. I also spoke to ****** travel since my vacation was booked through them. They told me they only book for Disney World but provide a link to Disneyland. They also agree a refund should be provided and are notifying their team members about my experience. They charged me for a service and failed to deliver. Also the run around they gave me was hours of my paid vacation. Please refund my $360.

  Business Response

  Date: 10/11/2022

  Dear ****,

  I called the Guest an spoke with her about her concern.

   

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

  Customer Answer

  Date: 10/11/2022

  Spoke with Triston supervisor of guest and information for ticket services. States essentially its my fault for not checking the website. I purchased my tickets from a cast member in March 2022 and nothing was mentioned about a website or a special event which would cause me to lose $360. All ticket sales are final according to *******, so even if I checked the website they were going to keep my money. What a dishonest way of making money, I wonder how many other people were not able to use their ****** passes. Disneyland is so busy, they don't care about the hard working families that support them. 

  Business Response

  Date: 10/13/2022

   

  Dear ****,

  The Guest was provided with the number to ticketing department at the Disneyland Resort, which is in charge of handling her concern.

   

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

• Initial Complaint

  Date:10/07/2022

  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 am very disappointed in Disneyland customer service for the way they handled this situation. My father, who is a disabled man with *********** disease, was in the park on 9/13/22 for the day. When the theme park was closing early for the Oogie Boogie bash, my dad suddenly needed to use the restroom on the way out near city hall. One of the side effects of *********** disease is needing to use the bathroom suddenly. He proceeded to stand up out of his wheelchair to use the bathroom, when a Disneyland employee told him he was not allowed to enter. He explained that he wasn't trying to sneak into the Oogie Boogie bash, only use the bathroom quickly before exiting. IT WAS VERY OBVIOUS HE WAS A DISABLED MAN WITH NO OTHER INTENTIONS. They proceeded to treat my father like a criminal, ordering other security to follow him inside the bathroom and then following him out, yelling at him for not respecting rules from employees. At this point, my father was saying nothing back to them but they continued to speak to them this way until he was out of the park gates. I proceeded to email the Disneyland resort feedback team about this experience just a few days later, and STILL HAVE NOT RECEIVED A RESPONSE. It has been 3-4 weeks now. I was not even looking for any sort of refund or favor or kickbacks, just acknowledgment that their staff made a mistake and they would be providing better training or something. But nothing, no response. My father was having a very good day at Disneyland until this, and then this soured it all. Disneyland employees should be able to use their own discretion for situations like this, and let my father in to go to the bathroom if they can see it's a desperate situation. I just let my pass expire and will not be renewing until I have confidence that Disneyland cares about their disabled visitors.

  Business Response

  Date: 10/10/2022

  Dear *******,

  I called the Guest and left a voicemail and will also send an follow up email.

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

• Initial Complaint

  Date:10/06/2022

  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 have been an annual pass holder for 17 years and I have never been so disappointed with Disney. I understand ***** has made a lot of things difficult, believe me I know I work in the industry and with Covid particularly. My issue is that my daughter just turned five and with the restrictions being lifted and vaccines available for her age now we have been told it is safe for her to go to large gatherings by her doctor. It was a health concern for her to go prior to this. Problem is I cant purchase a pass for her and I will need to buy a ticket each time I want to go to Disneyland. That is a lot of money just to buy a ticket each time. I have to renew my pass and my sons pass by October 9th or I loose out on it and wont be able to renew. Disneyland is putting me in a tough situation by loosing my pass I have had for 17 years or renewing them and spending ridiculous amount of money on a ticket for a little girl. For being a pass holder for so long and bringing my money to Disneyland for many many years there should be something you can do. It is not our fault ***** happened and we put her health first. Otherwise she would of had a pass already but Disney shut down before she turned three and opened a year ago when it wasnt safe for her to go.

  Business Response

  Date: 10/10/2022

  Dear *******,

    I called the Guest and was able to speak with her about her concerns.

   

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

  
  

• Initial Complaint

  Date:10/01/2022

  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.

  The Disneyland reservation system has been having issues with canceling reservations on it's own arbitrarily for Magic Keyholders. I had several of my reservations canceled and when I had logged in to check on my reservations, it showed that all my reservations had once again been canceled. When I tried to go make new reservations it said those days were unavailable. I assumed since those days did not show ** in my available reservations on my account that meant they were canceled and so I did not try going to the park on those days. Turns out they weren't canceled and I got no-shows for both days and led to me getting restricted from making any new reservations for 30 days. I tried calling the Magic Key guest services line to explain my situation to the rep but they simply told me there was nothing they could do. I was transferred to a supervisor who acknowledged that they were having issues with their system but, simply told me tough luck. They already know the system is having issues and yet they don't do anything about it. Magic Key guests are being punished because of faults with THEIR system. This is completely ridiculous. They expect guests to know that their own website is unreliable and expect you to keep religious watch over your reservation emails because of their broken system and then punish you for issues that arise from their mistakes. As if I don't already get enough spam emails from them to begin with. What kind of business punishes their customers for mistakes that the business made to begin with? This is so unfair.

  Business Response

  Date: 10/03/2022

   

  Dear ******,

  I called and left a voicemail addressing the concern.

   

   Sincerely,

  *******************************
  Disneyland Resort

• Initial Complaint

  Date:09/29/2022

  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 recently visited Disneyland for the first time. It was a total of three of us but it was one of the worst experiences ever. In the past we have visited DisneyWorld and had a great experience so I believed DisneyLand would be the same. However, we paid hundreds of dollars for nothing. Shortly after arriving we stood in line for the submarine ride for nearly an hour before getting to the front. Once we were next we were told the ride was cancelled and that we would receive a pass for the next ride we go to. However, the pass did not work for any of the rides listed on the app so we stood in line again. We followed the schedule that said the characters would be on main street at 6pm that day and the princesses would be in the area near the castle. None of these people were out where they were supposed to be. We went to two different customer service stands and stopped a manager who was walking and no one could give us a reason as to why the schedule on the app was not correct. Lastly we sat for the parade, then we were told to move while others continued to sit for the parade so we could not sit or stand close to the parade. We were rudely asked to move repeatedly. I reached out to the *** ************************* via email but he never responded. Instead, I was constantly called and harassed by his customer service agents ******** and **** who told me I could return to the park and purchase more tickets so they could give me a pass again for three rides. They also contacted me on the phone multiple times saying they were only reaching out to me to get the story again not to compensate me for the situation. It was a total circus. I was never given a proper response or assistance.

  Business Response

  Date: 10/03/2022

  Dear ***,

  I sent the Guest an email from our Disneyland Resort Correspondence Team. 

   

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

  Customer Answer

  Date: 10/06/2022

  I received an email from ******* whom I had to send a cease and desist afterwards due to her ignorance and stalking. ******* stated the *** told her to email and call me to hear the story repeatedly to ensure future customers were okay not to resolve my issue. After receiving that information, I asked her not to contact me again for the first time. Her communications continued but did not address the issue itself so I was forced to send her a cease and desist. Disneyland failed to provide me compensation and did not attempt to resolve the issue. No resolution was given. Disputes are currently in progress. 

  Business Response

  Date: 10/10/2022

  Dear ***,

  The Guest has requested no further correspondence therefore, any further communication will be handled by our Executive Correspondence team at the Disneyland Resort

   

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

  Customer Answer

  Date: 10/12/2022

  Please take notice,

  ******************************* was sent a cease and desist regarding contacting me. I am not sure why this particular person is obsessed with me or the issues that were reported to disneyland regarding my visit. It's sickening to see disneyland has not taken action to pull this person from the complaint and to ensure she is not involved. I reached out to the *** regarding this issue and yet it has not been resolved. I did not ask the *** to stop working on a resolution, I asked the *** to resolve it and to ensure ******************************* was not making further contact. This has not happened.