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:01/03/2025

  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.

  Dear BBB,Our family purchased three 3 day park ****** tickets for Disneyland Resort on 8/15/2024. 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 $1,625. On 1/3/25, 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 ($154.76 cost + the value of missing the parade/fireworks, ride time, experiences). 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: 01/06/2025

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

• Initial Complaint

  Date:01/02/2025

  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.

  This is the most horrible experience I have encountered with Disneyland . I have been attempting to purchase tickets for my kids to have that magical experience since 12/22/2024. There has been every possible problem I have encountered trying to simply purchase 4 ticketed for ONE DAY. I have spent days, and hours as Im a single Mother of 3. Theres has been so many problems and not having an answer as to why I cannot purchase tickets through my Disney account. Multiple customer service **** suggested to purchase ********* to purchase the tickets so I went to target to purchase them. Tonight 01/02/24 after attempting multiple times the customer service *** said I can only use ONE form of payment method otherwise I have to wait in line with my autistic child to purchase tickets at the office. Im driving 6 hours so I can stand in line again to purchase tickets with a child who has special needs! So now Im stuck with $500 worth of gif cards . No one help me . Pretty ridiculous that this is a multi billion dollar place and its such a horrible experience !!!

  Business Response

  Date: 01/06/2025

  The Disneyland Resort has attempted to contact this Guest by phone, but was unable to reach them. We have sent an email via ********************************************************** and are awaiting their response.
  
  

• Initial Complaint

  Date:12/20/2024

  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.

  On December 19 my family and I went to Disneyland . My son is disabled and requested assistance pass from DAS . It took 2.5 hours at the park to connect to a DAS staff member . The WiFi at the park was limited and this was a requirement for DAS chat . During this time we were unable to access or use any rides due to this issue. Secondly, there was a staff member at the parade named ***** assisting in a reserved area . She was yelling at several families for getting near a reserved area. She also accused a little child of entering the area and stealing when that didnt even occur She yelled at me and was being aggressive telling me what are you looking at when I was in shock of her behavior. Her behavior was unprofessional and triggered severe conflict by her behavior (yelling and verbally attacking). She continued to talk bad things about families the whole parade at 5:30 pm. I asked a staff member RJ this individual staff members name and he stated it was none of my buisness. The whole time RJ and ***** were standing together at the parade in the reserved area on *********** harassing people that walk by, sitting near by and saying inappropriate things about families . I am requesting a credit for my tickets I purchased in the amount of ******

  Business Response

  Date: 12/20/2024

  The Disneyland Resort has attempted to contact this Guest by phone, but was unable to reach them. We have sent an email via ******************************************************************************************************************* and are awaiting their response.

• Initial Complaint

  Date:12/17/2024

  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 won 4 tickets, 2 Day 1 Park Per Day Disneyland . These tickets had valid dates from 7-29-19 - 09-15-20 I looked it up online and Disneyland website says expired tickets value (at the time) can be used towards the purchase of a new ticket. When I called Disneyland this morning, they told me that tickets that I won could not be used that way because I didn't originally purchase the tickets. That's not what their website says. It says:Wholly unused and expired Disneyland tickets can be used towards the purchase of a new theme park ticket. The new ticket purchase must be equal to or greater than the value of the original expired ticket. To do this, you can call Guest Services to speak with a Cast Member who can help with this transaction.I was told that these tickets have no value and I cannot apply them to a new ticket. I'm not asking for a refund of tickets, I'm asking to use these 4 tickets to purchase 4 new tickets and I would be paying the difference in price from 2019 ticket to a 2024 ticket.

  Business Response

  Date: 12/18/2024

  The Disneyland Resort had the opportunity to address the Guests concerns and is considering the matter closed.

• Initial Complaint

  Date:12/14/2024

  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 writing to express my disappointment regarding my recent visit to Disneyland Resort for our newborn daughters first trip, where I encountered several issues that significantly ruined the experience for our family.During my stay, I was disheartened to find that numerous rides were closed without prior notice while our family was in line with no accommodations or other attraction vouchers provided. As a dedicated Disney family, even having our wedding at the Grand Floridian. I had planned my visit around specific attractions for our daughter, and the closures not only disrupted my itinerary but also diminished the value of my experience. Given the high cost of both resort accommodations and park tickets since we were out of state travelers on top of airlines during the holidays, which I believe should reflect the full range of attractions and experiences available, I found this incredibly frustrating.Additionally, I was disappointed by the interactions I had with some cast members. While I have always appreciated the exceptional service that Disney is known for, I encountered instances of indifference and a lack of engagement from staff. When we left our stroller unattended we had noticed my diaper bag and a Pluto stuff animal that we recently purchased for our daughter missing. When brought to the attention of cast members we were brushed aside and unfortunately told they would be doing nothing. This was surprising and disheartening, as the magic of Disney is often attributed to the warmth and enthusiasm of its cast members. Ontop of this we were sold damaged merchandise that has yet to be replaced or compensated Considering the significant investment made for my stay, both in terms of accommodation and ticket prices, I expected a higher standard of service and a more fulfilling experience. I hope you can understand my concerns and take them into account as you strive to maintain the magical experience that Disneyland is known for.

  Business Response

  Date: 12/17/2024

  The Disneyland Resort has contacted this Guest by phone but was unable to reach them. We have sent an email via ********************************************************** and are awaiting their response.

• Initial Complaint

  Date:12/14/2024

  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 December 4, 2024, I purchased two tickets to Disneyland California for use on December 18, 2024. Unfortunately, on December 12, 2024, my father underwent emergency brain surgery with complications, requiring me to cancel my trip to California.I reached out to Disneyland multiple times to request a refund of $468.00 due to these unforeseen circumstances. Despite explaining the seriousness of the situationmy father is battling brain cancerI was denied a full refund. Instead, they offered only a ********* make matters worse, I was repeatedly asked to recount this deeply traumatic experience to different levels of management, causing significant emotional distress. I feel that Disneyland has shown a lack of compassion and flexibility during an extremely difficult time.I am seeking a resolution that includes a full refund for the unused tickets.

  Business Response

  Date: 12/16/2024

  The Disneyland Resort has attempted to assist this Guest, but we were unable to come to an amicable resolution due to the company policy. 

  Customer Answer

  Date: 12/16/2024

  We are rejecting the business's response as they have only offered a credit that expires at some point in the future. Given our current circumstances, we are seeking a refund due to significant medical bills our family is facing during this time of crisis.
  
  At the very least, we feel that Disney should offer a non-expiring credit that can be used at a park of our choosing. As we are based in ******** and do not know when we will return to California, a non-expiring credit valid at the ******* location would be an acceptable alternative. However, our preference remains a full refund given the financial and logistical challenges we are currently navigating.
  
  Thank you for your understanding and consideration.

  Business Response

  Date: 12/17/2024

  The Disneyland Resort reached out the Guest via Guest Correspondence and is awaiting a reply.

• Initial Complaint

  Date:12/14/2024

  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 July 31 I made a reservation for Disneyland for August 10th using a promotion they had for Anaheim residents. We got two tickets. When I arrived at the gate there was a glitch and the person at the gate had to call a lead or supervisor over. they fiddled around with my phone and I think they also did something on a ipad. this was around 11 am or noon. it is on camera I'm sure it's tracked on tape they can prob track from when the ticket was scanned. I made a reservation to enter the park with the anaheim resident ticket. You can view from my attachment. I also made my dinning reservation with that ticket number. However the supervisor at the gate or person scanning the ticket used a complimentary ticket I had linked on my Disneyland app. I had two complimentary tickets linked to my app. ******************** and ******************** I used one on Dec 8 and planned to use the other on Sat Dec 14. When I tried to make a reservation I couldn't find the other ticket. When I called the park experience services on 12-13-24 at 8:22 pm. The female on the phone informed me they may have scanned the wrong ticket. Which is clearly what happened. I asked to speak to a supervisor to see if the situation could be brought to a resolution since there was a clear mistake as I had purchased the anaheim resident ticket to be used on the 10 of August and made all reservations using the ticket and when I arrived there was a glitch, this also may have been to from having to change a name on a ticket.I explained this at the gate and like I said they fiddled around with phone and a lead supervisor did something and I thought the proper ticket was scanned this should all be on camera as it was at the gate entrance. I spoke to a supervisor ******* on the phone on 12-13-24 park experiences supervisor who unfortunately did not have any solutions to the clear mistake of the wrong ticket being scanned.She was rude. I would like my ticket given back as the wrong ticket was scanned.

  Business Response

  Date: 12/16/2024

  The Disneyland Resort has contacted this Guest through ******************************************************************************************************************* and is awaiting their response.

  Customer Answer

  Date: 12/16/2024

  I do not accept the business response because they did email me back from their guest services email however the email has a phone number when you call the number a recording comes on and tells you to email their guest service email. which I have done I have not communicated with a person from the guest service team to resolve the issue. If possible can a direct number be emailed to a person who can help resolve the issue.

   

  ********* F

  Business Response

  Date: 12/17/2024

  The Disneyland Resort has reached out to the Guest regarding their follow-up response, and the complaint has been resolved.

• Initial Complaint

  Date:12/12/2024

  Type:Sales and Advertising 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.

  We purchased 2-day, 1 park per day tickets for $330/ea for my wife and I along with a 2-day 1 park per day ticket for my daughter at $50/day totaling $760. It was brought to our attention that there was a special offer for ***** residents for 3-day tickets for only $199/ea. I called Disneyland customer service and was told that we could only modify our tickets if we are going up in price but not down what we couldnt cancel our previous reservations and capitalize on the cheaper pricing. I think this is ridiculous. We are SoCal residents and should get that updated pricing. Im incredibly frustrated by the customer services response. I would like a full refund and then to be able to buy the ***** tickets or to have our reservation modified and refund and receive a partial refund for the difference of $660 (price of the 2 adult tickets) and the new pricing of $398. Im shocked that the happiest place on earth isnt wiling to accommodate this.

  Business Response

  Date: 12/16/2024

  The Disneyland Resort contacted the Guests and addressed their concerns. We offered a fair and reasonable compensation as a good-faith attempt to make up for their experience.

  Customer Answer

  Date: 12/16/2024

  
  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:12/06/2024

  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.

  On November 27th I called the number associated with making reservations/ticketing for Disneyland Resort as I had questions about the special they were offering for Disney+ subscribers. I was preparing to purchase tickets for my daughter and her boyfriend, who were wanting to go that Sunday with a friend to the park before the friend's pass was blacked out. I knew, however, that they wouldn't be able to return to the park again until Christmas break so wanted to see if there was anything that could be done prior to purchasing the tickets. At 5:05p I spoke with representative and explained the situation. She first told me that I would be unable to proceed with the Disney+ tickets if I wasn't also going. I then confirmed with her that they would be able to use the tickets beyond the 13 days if I just purchased the regular 3 day pass. She said they could book their days, then cancel and it would allow the days to be booked later in the month. Clearly this isn't the case as I was told today that I effectively paid over $1100 for 2 people to go to Disneyland for one day and that there was nothing that could be done because the ticket expires after the 13 days. I told the supervisor that I had spoken to someone and clearly wouldn't have purchased 3 days if I had been given the correct information. He said there was probably a miscommunication. I said, no I clearly explained the situation. He said sorry nothing he could do. I asked for a refund for the 2 unused days and was told that that also cannot be done. I want nothing other than what I paid for, which is for my daughter and her boyfriend to be able to enjoy the park for the 3 days I paid for and which I was told wouldn't be a problem beyond the 13 days. Again, had I been given the correct information, I wouldn't have purchased a 3 day pass and I feel that this should be their responsibility to correct, rather than my daughter and her boyrfriend not receiving the entirety of their gift.

  Business Response

  Date: 12/09/2024

  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: 12/12/2024

  
  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:12/04/2024

  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.

  Disneyland refuses to provide appropriate disability accommodations. My daughter suffers from 7 debilitating medical conditions requiring daily management, including pain, dislocations, swelling, syncope, bleeding, and stress-induced physical reactions like hives, welts, and skin blisters. Despite her severe needs, Disneyland failured to accommodate ****** the park tickets are nonrefundable, we purchased Lightning Lane passes and tried to follow the new *** guide. This failed to address her unique challenges. Her conditions require alternating between walkingto prevent blood clotsand using a wheelchair to avoid strain and dislocations. Navigating lines was impossible due to extended wait times far exceeding advertised durations, leaving her in pain and anxiety. Exiting and re-entering lines with a wheelchair was stressful and impractical. This lack of accommodation disrupted our entire familys experience, forcing separations and preventing us from enjoying the park together.The *** application process was invasive and humiliating. We had to disclose deeply personal symptoms, only to have her request denied. Instead, we were given a map of respite areas and told she could leave lines while others waiteda dismissive and unrealistic solution. Staff even suggested relying on medical personnel for emergencies, ignoring the importance of preventative measures which is what the *** pass enabled us to do.We have been loyal visitors to Disneyland and Disney World for years, but this visitlikely our lastcontradicted Disneys promise of being family-friendly.Disneylands rigid new policies punish the disabled and chronically ill community. These individuals already endure immense challenges and should not have to prove their needs are real or suffer due to others abusing the system. Families invest significant time, money, and trust into Disney, expecting inclusion and care, and most families like ours are already strapped with medical bills.

  Business Response

  Date: 12/05/2024

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