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:03/07/2025

  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.

  Hello,I am writing about an incident that occurred on Sunday, 2/16 at Disneyland (the business). I have already reached out to the merchant's customer service but they refused to escalate this issue or provide any follow up. Summary of the issue:My sister sprained her ankle at Disneyland and rented a wheelchair since she could not walk. We were told we could take the wheelchair to the parking lot, but, upon exit we were abruptly stopped by security and asked to return the wheelchair. When we informed staff of the miscommunication, they called in an employee named ****, who repeatedly told us we had to leave the wheelchair and walk (which was impossible for the injured) in a condescending manner. We asked for alternative options like pulling our car closer or getting wheelchair ****** but **** was rude and hostile and claimed that our only option was to walk and that there was no staff available to ****** us (even though there were at least 5 staff present). When we pressed him for other options, he became belligerent, refused to help, and even threatened to call police if we attempted to exit in the wheelchair. My family and I have never been treated so poorly by any customer service and this treatment of *********************** is completely unacceptable. **** was outright hostile and even went as far as to say "My name is **** for when you complain later because I know you will". His aggressive behavior was completely uncalled for and this was the most unprofessional encounter imaginable at the so-called "Happiest Place on Earth". Disneyland customer service did not attempt to rectify the situation at all.I'm writing to BBB in hopes of a better response - I would like to be refunded for our tickets that day or offered some form of compensation for being so brutally mistreatment and provoked by their staff. I would also appreciate a response from a supervisor or manager from Disneyland to assure me that **** will face consequences and be reprimanded for his poor behavior.

  Business Response

  Date: 03/10/2025

  The Disneyland Resorts records indicate that the Guest Correspondence team at the Disneyland Resort has reached out to the Guest and addressed the concerns. We advise the Guest to reach out to that team if they wish to speak further regarding their concerns.

  Customer Answer

  Date: 03/10/2025

  The guest correspondence team did not address my concerns - they sent me a generic response that the issue would be handled internally. I asked to escalate this issue to a supervisor and they refused to do so.

  Business Response

  Date: 03/13/2025

  The Disneyland Resort has attempted to assist this Guest, but were unable to come to an amicable resolution.

  Customer Answer

  Date: 03/27/2025

  Business guest services did not even attempt to resolve situation or provide any gesture of goodwill to remedy the actions of their employee. Subpar and overall disappointing experience with a business that should have higher standards for customer service and satisfaction.

• Initial Complaint

  Date:03/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought tickets for 3 day socal pass. And made 1st reservation Jan 27. Arrived at park went use my tickets. My wife at the time didnt have her ID and was the only one in our party that didnt have it. Was told to go to ticket booth and upgrade my ticket to get in. Ticket booth was aggressive where we could not get a word in and basically the conversation went from you were sent from that line to us to upgrade. I tried to explain my situation and they insisted that I upgrade so we did and had to pay extra. Ticket booth agent said my ticket would be the same as the SoCal and will update on my app. Got my receipt and went in. I tried making reservations today for an upcoming day and was told my ticket was not valid as it was expired. I called customer service as it had to be a mistake but was told my upgraded ticket was only valid for 13 days as explained on the ticket. This was the ticket that the booth agent said was the same and was not provided that info at the booth just was forced to pay. This is not how a business should conduct and keep taking more money from consumers. To go again I was told I have to buy another ticket and that yet another ******************************************************************************************************************************************************************** saying everything remains the same.

  Business Response

  Date: 03/05/2025

  The Disneyland Resort has attempted to contact the Guest via telephone. An email was sent to the Guest via ********************************************************** and we await the Guest's response.

• Initial Complaint

  Date:03/03/2025

  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.

  I purchased 3 day park ****** for 1 adult and 2 children and purchased with the special ticket offer for travel through March 20, 2025. My travel was for March 7-9. On March 2, 2025 I went on website to add the lightning pass tot these tickets. It/I inadvertently "upgraded" my kids tickets to standard them park tickets that provided no additional benefit but no longer applied the special ticket offer prices. (resulting in $481 additional charges)Upon realizing the next morning I called to talk to two different individuals who both acknowledged although I didn't get anything with the "upgrade" (my travel is still within the window and the special ticket offer pricing is still available on their website) I should have known I needed to call them to have the promotion continue to be applied. Website is extremely confusing and as a first time disney person I am confused and now extremely angry they wouldn't make it right to apply a discount they clearly still have available within 12 hrs of me making the change. Price for 3 tickets ****** + special ticket offer for kids - $1,273 Price I ended up paying: $985 original + $768 to add lightning =$1,753 Difference $480 I would like my tickets to be changed to the kids special offer (as was originally the booking) and refunded the amount I was charged to "upgrade" to a ticket that was the only option when I went online to add lightning but provided no additional benefit.

  Business Response

  Date: 03/04/2025

  The Disneyland Resort has attempted to contact the Guest via phone. An email was sent through ********************************************************** so we may speak further regarding their concerns. We are awaiting a response.

  Customer Answer

  Date: 03/05/2025

   I spoke to someone from customer services (***** on March 4, 2025). They offered two things - 

  1) A ticket credit for a lightning pass that could be used on a future visit. I declined as I have no plans and may never go to Disneyland again. This requires me to spend more money and an additional trip to Disneyland (not local for me) to get money I back that I should not have spent on this trip. 

  2) Single use lightning passes for a single ride for only some members of my group. This was worth a fraction of what I was over charged and was not rides we were interested in. 

  I asked for three things - 1) refund, 2) gift card or credit I could actually use on this trip, 3) free other ticket options that are worth at least what I was overcharged

  Response was via email on March 5, 2025 to thank you for feedback and did not provide any refund or additional mechanism to make right. 

  Business Response

  Date: 03/10/2025

  The Disneyland Resort has attempted to assist this Guest, but we were unable to come to an amicable resolution. However, the Guest was offered a fair and reasonable compensation as a good faith attempt to address their service concerns. 

• Initial Complaint

  Date:02/26/2025

  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 attempted to purchase a same-day ticket for Disneyland on February 26, 2025, using a Disney Rewards Redemption card. The website only offered a "Tier 0 Ticket" option, which was unclear. When selecting my date, the calendar interface was confusing, and I mistakenly chose February 27 instead of February 26. Upon realizing the error, I attempted to change the date but was unable to do so. I canceled the ticket within 15 minutes of purchase.I later requested a refund but was told the ticket was non-refundable per Disneys terms, which I only saw after being directed to them. I was not aware of the reservation requirement and found the purchasing process unclear. Since the ticket was purchased with a Disney Rewards Redemption cardusable only at Disney locationsI am simply requesting the funds be returned to the same card, as I have no future plans to visit Disneyland.

  Business Response

  Date: 02/28/2025

  The Disneyland Resort had the opportunity to speak with the Guest about their concerns and is considering the matter closed.

  Customer Answer

  Date: 03/06/2025

  Why you are rejecting the business' response
  Their response was to file a dispute with the credit card issuer.   The card issuer has issued a rewards card for which the ticket was purchased.  There is no way to dispute the transaction.
  
  Mention any additional concerns you would like the business to address
  Everything stays the same.  The website has an issue that doesnt allow you to see the terms and conditions.  It shows you the Covid terms and conditions.  This was brought to their attention
  Restate your desired resolution
  Refund
  If applicable, please send me any documents that support your rebuttal statement
  Sincerely,
  
  *****-***** ********, MSIT, *** LPC
  ************
  ************ (Fax)

  Business Response

  Date: 03/07/2025

  The Disneyland Resort contacted the Guest and addressed their concerns. Due to company policy, we were unable to come to an amicable resolution.

  Customer Answer

  Date: 03/18/2025

  we did speak and they suggested I contact the credit card issuer.  The issuer is not involved as this was a gift card provided by the card issuer. 

• Initial Complaint

  Date:02/24/2025

  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 purchased a Disney bundle and couldn't not stay at my room because of me losing my bank on the ride down which took us 8 hours to drive there for my daughter's 5th birthday. Upon arrival the ******** couldn't check us in so I called Disneyland travel and informed them, they told me to complete my trip and call post travel after to inquire about refund from the hotel. We drove around all day looking for a hotel. We did not use all three stays because we were frustrated and done with Disneyland my baby cried the entire first day. I have been calling Disney getting the run around no help nor correspondence. I have emailed and call post travel back in OCT. and was sent a email saying they will respond back. I have sent multiple emails and still no response. They just took my money. I had reservations at the hotel and couldn't stay for three days we were out of more money because we had to find another hotel to stay. today I called around again as I have been calling since September for them to tell me I just have wait until post travel respond. It's been months. This is no way to handle a travel agent who books their travel and travel with them to be treated this way and just take our money .

  Business Response

  Date: 02/25/2025

  The Disneyland Resorts records indicate that another area has assisted this Guest. We advise the Guest to reply to the email sent by the Disneyland Resort Travel Company for further assistance.

  Customer Answer

  Date: 02/25/2025

  this business has sent me all over the place Disney is a company in whole and the communication comes from Disney post travel which is apart of them! They have basically stole my money this isnt fair telling me to wait for a response and its been months ! I have waited since October no response from them this isnt ok! When calling I get the entire run around ! Then yesterday Disney had a *** from the Marriott call me and tell me I cant get a refund ! Thats not business when the ******** accounting department never charged me Disney did! I have also tried getting help with my travel agency as I am an agent who sell Disney I will not be selling Disney ! The level of customer service and response while on your trip if there is an issues you wont get it resolved! Never book a Disney package 

  Business Response

  Date: 02/26/2025

  The Disneyland Resort has attempted to assist this Guest, and have sent multiple emails but they were unable to come to an amicable resolution.

• Initial Complaint

  Date:02/12/2025

  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 purchased a two day park ****** ticket to Disneyland and California Adventure on Nov 28, 2024. I made reservations for Dec 6th/7th. My husband was unable to enter the park on the 6th. Before I left the Disneyland park on the 6th, I inquired at customer service if my husband could use the first day of the ticket. I was told yes the unused ticket could be used at any time as long as I had my ticket number. When I attempted to have the ticket reissued, I was told that it could not be done because it was part of a two day park ******. If I had known that the ticket had to be used as a two day package, I would have purchased a one day ticket for my husband for Dec 7th and saved the two day ticket for another time. I would like to have the single unused park ****** ticket reissued.

  Business Response

  Date: 02/14/2025

  The Disneyland Resort has contacted this Guest through ******************************************************************************************************************* with a reply. 

  Customer Answer

  Date: 02/14/2025

  Hello. I was told there was response via guest services. I cannot find any response on guest services nor was I emailed anything. 

  Business Response

  Date: 02/18/2025

  The Disneyland Resort had the opportunity to reach out to the Guest with a solution and is considering this case resolved.

• Initial Complaint

  Date:02/06/2025

  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.

  Dear Disneyland Guest Relations,I hope this message finds you well. I am writing to formally file a complaint regarding an incident that occurred during my recent visit to Disneyland. On January, 25 2025I experienced a slip and fall accident while walking to my car at the end of the evening. The cause of the fall was due to what I believe were unsafe and slippery ground conditions, which made the area extremely slippery and hazardous while wet. I also almost slipped coming out of space mountain. I understand it doesnt rain much in ** but unless you have slip resistant shoes, the grounds arent safe for your guest.I understand that Disneyland places a strong emphasis on guest safety, which is why I am disappointed by the lack of proper maintenance or attention to these hazardous conditions. I trust that you will take this matter seriously, as it could have resulted in more severe consequences for both myself and other guests.I would appreciate it if you could investigate this incident and ensure that similar situations are addressed promptly to prevent future accidents. Additionally, I would like to inquire about any compensation or support that can be offered due to the impact this has had on my experience. Thank you so much for your time

  Business Response

  Date: 02/11/2025

  The Disneyland Resort has routed this concern to our claims department. They will contact the Guest to further discuss the concerns.

• Initial Complaint

  Date:01/21/2025

  Type:Product 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.

  Dear Disneyland Guest Services,I am writing to formally express my dissatisfaction regarding a recent experience with a merchandise purchase that has left my family feeling quite disappointed.On our daughter's first trip to Disneyland over the Thanksgiving break, we purchased a sweat suit for $119.60 for my wife due to returning to winter weather in ********* from the Grand California Gift Shop only to discover that it was stained upon purchase. After returning home, we promptly returned the item to your warehouse in early December, as instructed due to delays in sending a return label. A replacement was promised, but we never received it due to an incorrect address issue and was told it would be returned back to your warehouse and could not be corrected by the customer.Since then, we have been assured multiple times that a refund would be processed when weve reached out to guest relations on serval occasions s. However, our bank has confirmed that no funds have been received, and each follow-up has only resulted in dismissive responses regarding the resolution of this issue. This entire ordeal has not only marred our cherished memories of our daughter's inaugural Disneyland experience, but it has also left us feeling frustrated and undervalued as guests. We have learned a difficult ****** about relying on Disney guest services for resolution and are questioning whether pursuing this refund is worth the ongoing headache.We kindly request immediate attention to this matter and a clear update on the status of our refund. We hope to resolve this issue promptly so that we can move past this unfortunate experience.Thank you for your understanding and assistance.*********** ******** RMA Y103698364

  Business Response

  Date: 01/22/2025

  The Disneyland Resort has contacted this Guest via phone. We are awaiting a response. An email was sent through *******************************************************************************************************************, so we may speak further regarding their concern.

  Customer Answer

  Date: 01/24/2025

  Consumer has followed up with Disneyland Guest Services to resolve issue but has not been contacted for any additional details or updates in last 48 hours. Consumer has tried to follow up on complaint with no status updates 

  Business Response

  Date: 01/29/2025

  The Disneyland Resort had the opportunity to address the Guest's concerns and we have come to an amicable resolution with the Guest.

  Customer Answer

  Date: 02/07/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********** ********
  
   
  

• Initial Complaint

  Date:01/06/2025

  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.

  Dear BBB, my ************* purchased three 3 day park ****** tickets for Disneyland Resort on 8/15/2024 to spend time with my sister and her children. We made park reservations for the following: 2/9/25, 2/10/25, 2/11/25. Posted hours at the time of reservation were not shortened due to a "special event". The total amount spent $1,100. On 1/3/25, we received an e-mail from Disney *****************, stating that they are hosting the separately ticketed Disneyland After Dark: Sweethearts night at Disneyland. This event occurs on 2 of the 3 days we have reservations for (2/9 and 2/11) and our ticket and park reservation will not be valid for the Disneyland After Dark: Sweethearts Nite event being hosted on the date of your planned visit. Park will close at 8 PM and reopen from 9 PM-1AM for the event. When I called ticket/guest services to see if I could receive compensation for the approx 4 hours we lost at the parks, in addition to the experiences ($122.22 cost + the value of missing the parade/fireworks, ride time, experiences with family). I was told a firm no, theres nothing we can do do by multiple cast members. If we had known about these limited hours ahead of time, we could have made the choice to go on different days. Disney does have a clause on the tickets and this was quoted to us multiple times. However no event was scheduled when we booked. Disney is "closing" the park earlier than originally posted and reopening for this event. The tickets to the event are $150+ and currently sold out. Disney notified those already booked for those days <6 weeks in advance without any sort of compensation. We asked for a Disney gift card in the amount lost, asked if we could be reimbursed for the park ****** option since we werent going to be able to use it the full extent we were offered when booking the tickets, and asked for tickets to the event. All of these options were denied and Disney informed us we are not able to offer you any form of compensation.

  Business Response

  Date: 01/07/2025

  The Disneyland Resort has contacted this Guest through a phone call and sent an email via *******************************************************************************************************************, asking to speak further regarding their concern. We are awaiting their response.

• Initial Complaint

  Date:01/05/2025

  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.

  The arrangement for the fireworks for Disneyland California is horrible. People who came early lay down fully stretched to occupy the area illegally although it was a stand-in only area. The Disneyland Park management was horrible and did not cooperate with us to make those holligans follow rules. We had an infant with us and was made to suffer thus forcibly missing the fireworks as spaces were occuppied illegally. This was the most horrible experience. Many all age rides after standing for so long was declared closed due to issues. It was one of the worst experience we had. The management should be unbiased and adhered to proper rules. One of the Disneyland management guy who was healthy in figure behaved rudely with my wife thus supporting the hooligan audience who illegally occupied space for watching firework display.Need Full Refund for this horrible experience.

  Business Response

  Date: 01/06/2025

  The Disneyland Resort has contacted this Guest via phone call and offered fair and reasonable compensation as a good faith attempt to make up for their experience.