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:09/20/2024

  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.

  I bought e magic keys back in March. On for me one for my son and one for my boyfriend at the time. Literally broke up the next day. Was sad and heart broken to do anything about it until now. I called to see if I can can the name on the magic key pass (never been use) and they said no. So I ask if I can just get a refund then said no. I told the supervisor so im just paying for this pass that no one can use and you can't do anything about it and she said yeah. I feel like it's my pass. I'm paying for it and it hasn't been used at all so I can change the name. I'm literally juat throwing away money. I even asked if she can juat upgrade my pass from the money or the other pass and she said no. I dont think it's fair. Since I'm paying for this pass I should be able to do change the name since it hasn't even been used ever!

  Business Response

  Date: 09/23/2024

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

• Initial Complaint

  Date:09/17/2024

  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 does not provide any specific details regarding the purchase of a magic key pass for current pass holders, when a child turns 3. While they assure you that you will have a unique opportunity to purchase the same tier level for your child; they in NO WAY make it clear that the child's pass will not align with their parents expiry dates or calendar. I sent multiple correspondences to Disney customer service and they repeatedly told me that my child's pass would follow the same tier and schedule as my own (as this is their policy). However, when my child turned 3, they informed me that her pass would not align with my own; nor would be it prorated-nor could it be backdated (even when offering to pay the full amount). Fraudulent policies that are not written/posted anywhere allow this business to manipulate the information that is provided to guests; as I was provided different information prior to my purchase. They clearly expect my 3 year old child to attend Disneyland alone as they repeatedly REFUSED to allow her pass to align with my own so that I could physically take her to the parks. In what world does this even make sense. They offer no resolve, no apologies...they simply want to take your money and say "too bad". Misrepresenting policies and only changing what is told to individual guests is ridiculous.

  Business Response

  Date: 09/19/2024

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

• Initial Complaint

  Date:08/30/2024

  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.

  Good afternoon, I am writing in hopes of some help that I would be able to obtain a refund for dining reservations that were meant to be cancelled. I had 3 reservations for a dining experience, and was having issues on the app to cancel. I would receive an error message. I called the morning of the reservation to cancel as well. The employee mentioned that the order had been put in to cancel & the reservations should roll off the account. However, later that afternoon, I was charged the full service 3 times ($210.12 per reservation). I reached out with my issues and was told that my request has been denied. Disneyland is refusing to give a refund. This was my first experience handling reservations and I am very unsatisfied with the service they had provided. I am hoping that someone can help me receive that money back as its a large amount especially since I had called requesting information to make sure it's cancelled because I wanted to avoid any charges.

  Business Response

  Date: 09/03/2024

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

• Initial Complaint

  Date:08/28/2024

  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 a Disney Inspire pass holder. A few years ago I started having a few complications with my health during and after my Disneyland visits.I have a genetic blood disease and my blood clots if I stand too long. I was having fainting spells and weakness. I left the park a few times after maybe one hour of being there. I ended up getting surgery because I developed a blood clot in my subclavian artery and it was 80% occluded. After I got better I contacted Disneyland and told them my health issue. I was approved for DAS and resolved my issue I had to modify my life to prevent these blood clots from developing. With the new requirements that Disney has created I keep getting denied for DAS. There is no cure for what I have. I have to modify the rest of my life to prevent blood clots as my body naturally clots and its life threatening. I dont understand why Disney doesnt accommodate a life threatening illness at least until my pass expires. Its useless to go to Disneyland without being able to enjoy the rides.

  Business Response

  Date: 08/30/2024

  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.

• Initial Complaint

  Date:08/27/2024

  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.

  DISNEYLAND IS STEALING MONEY FROM PEOPLE IN THE *** ************ To receive an *** ************** you have to talk to a cast member first. However, they will not let you talk to a cast member until all the people in your party have purchased their tickets and a park reservation date has been made. Therefore, on Tuesday, August 20, 2024 I purchased two adult Disneyland tickets for both my husband and myself for Thursday August 22, 2024. The next morning at 8:01am I was online chatting with a cast member named *****. After going through the normal questioning and explaining my situation she informed me that all she could offer me was something called Queue re-entry. I informed her of the accommodation I had always received in the past and explained how it helped me be able to visit the park comfortably. ***** advised that Disneyland had recently updated their *** policy and that the accommodation that I was talking about is only for people who are Autistic and people who suffer from behavioral issues. I informed ***** that I would not be able to physically visit the park with this accommodation and asked for a refund on my tickets. She advised that Disneyland has a no refund policy on tickets so I asked for a manager. Around 9:00am I spoke to a manager and advised her of the situation. She also informed me that this was the only accommodation that she could offer me and that I could try to talk to the ticketing office but that their policy is no refunds on tickets. Around 9:45 I was put on the line with a manager in the ticketing department. In full blown tears, I explained to her my situation and that I would absolutely love use my tickets but that the new *** accommodations made it physically impossible for me to be able to visit the park. She also advised that there are no refunds. Now I have had $208.00 stolen from me and I have lost the option to visit Disneyland ever again (as they are now offering accommodations based on disability type instead of symptoms)

  Business Response

  Date: 08/27/2024

  The Disneyland Resort reached out to the Guest, but we were unable to come to an amicable resolution.

  Customer Answer

  Date: 08/27/2024

  Disneyland is failing to accept responsibility of their actions and refuses to reimburse customers after refusing to offer them reasonable accommodations to ensure their visit is safe and enjoyable. They are basically using coercion to steal money from individuals in the ADA ********** The coercion type activity occurs as they force people to buy their tickets for their ENTIRE party and make a park reservation before even allowing them to speak to a cast member in attempts to obtain a reasonable accommodation to safely visit the park. They then make you sign electronically acknowledge a terms and conditions form before they will talk to you. Then after they deny or refuse to offer you a reasonable accommodation like you had been receiving for years, you are left with two options... lose the money you just spent on your tickets as you are not willing to go and risk your health and safety or go to ensure disneyland doesn't steal from you and risk your health and safety. This is unbelievable and unacceptable. 

  Business Response

  Date: 08/28/2024

  The Disneyland Resort had the opportunity to address the Guests concerns but we were unable to come to an amicable
  resolution.

  Customer Answer

  Date: 09/05/2024

  Disneyland did not attempt to make this right on their end in any way. They have continued to stand by their decisions from the get go even though they realize what they are doing is wrong. They will continue stealing from the ADA ********* and will continue offering accommodations based on disability instead of symptoms/triggers. Disneyland SHOULD know better than anyone that not all people with the same disability suffer from the same symptoms and triggers. 

  Business Response

  Date: 10/02/2024

  The Disneyland Resort and other areas have contacted the Guest and addressed their concerns. Due to security and safety issues along with company policy, we were unable to come to an amicable resolution.

• Initial Complaint

  Date:08/27/2024

  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 23, 2024, I purchased 5 tickets under Disney's offer: "Anaheim Residents Can Purchase a Special 1-Day, 1-Park Ticket." This offer is fraudulent and misleading and has caused me to purchase 5 tickets under the impression that the PURCHASER need only show evidence of Anaheim residency for purchase and admission. At the door, cast members have been trained to clarify the vague policy by stating that every single individual seeking entry under this ticket must show evidence of Anaheim residency. Providing an offer that allows an Anaheim resident, using their address, to purchase up to 5 tickets creates a misleading trap that Disney, who reports a net worth of $177.07 billion, should have anticipated/knowledge of/been advised on. It is confounding Disney would create this offer, require the names of each ticket holder, but not require evidence of Anaheim residency for every ticket holder at the time of PURCHASE. If this ticket truly does require Anaheim residency for PURCHASE AND ADMISSION, it should have required evidence of residency at both instances. Instead, the offer term provided before purchase magically changes when guests arrive at the park, having already purchased non-refundable tickets, used resources, and paid for parking. This is beyond a breach of contract, it is ************************** Disneyland should either provide a refund, as this alleged agreement made for tickets with Disney is fraudulent or allow entry for the four out of the five non-Anaheim resident tickets I purchased without payment to "upgrade" the tickets. I already spoke to a customer representative who claimed she was unable to provide either option as a solution as this is Disney's policy. This policy is one of intentionally misrepresenting terms in order to force attendance and revenue. While capitalism is the structure of American economy, this serves as a prime example of corporate greed. Disney profits more than enough to espouse such fraudulent, bait and switch practices.

  Business Response

  Date: 08/28/2024

  The Disneyland Resort is currently communicating with the Guest and is waiting for their reply. 

  Customer Answer

  Date: 09/02/2024

  The response Disney provided through it's customer service representative did not resolve my complaint. So, I reached out to Disney in person at the ticket kiosk and they were able to resolve my complaint. 

  Business Response

  Date: 09/04/2024

  The Guest has indicate that another area has assisted them with their concern, and the complaint has been resolved.

• Initial Complaint

  Date:08/26/2024

  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 visited the park back in June and Wanted to get the disability on my app like I had had at Disney World two years previously.At the park, I spoke with them and explained all of my different health issues which are numerous. My son even spoke with them about his disability. After a while of my kids waiting, I sent them on rides. I ended up having to speak with four different people and was even taken to a room where I felt harassed and interrogated to the point that I was literally crying. I filed the complaint and finally received a response via email Asking me for my phone number and telling me I would get a phone call back. That was months ago and I have not received a call yet. I responded multiple times to guest relations and disability, and nobody has called.

  Business Response

  Date: 08/30/2024

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

  Customer Answer

  Date: 08/30/2024

  Disney has NOT addressed my concerns at all. Got a call finally from a rude person who ended up hanging up on me before my issues could be addressed. 

  Business Response

  Date: 09/03/2024

  The Disneyland Resort reached out to the Guest, but we were unable to come to an amicable resolution.

  Customer Answer

  Date: 09/04/2024

  Reading their response it seems to be their go to response to say they couldnt come to an amicable resolutions. 
  

  Ask them what resolution they offered. The answer is nothing. Ive had to call them MULTIPLE times and email MULTIPLE times over a period of months.
  

  they harassed me and my son. Placed me in a separate room and made me speak to multiple people.

  i stated to them I should have filed with the government and should have sued them. They hung up on me at that point.

  They again offered no resolution. They lied to you!

• Initial Complaint

  Date:08/12/2024

  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.

  We were denied access to wheelchair parking. We finally found a spot NEAR the very limited handicap parking and were told to leave and go a different way to access the only spot given there were no handicap spots, and by the time we came back was gone. None of the cars parked in handicap area have placards. They do not enforce handicap parking and punish the people who use it.

  Business Response

  Date: 08/19/2024

  The Disneyland Resort has contacted the Guest through *********************************************************** asking if they wish to speak further regarding their concern. 

• Initial Complaint

  Date:08/11/2024

  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.

  Attend Disneyland with my family and flew in from out of state on August 9th 2024. Prior to our trip my wife emailed, called, and tried Disneys online chat multiple times regarding disability services but had zero success getting in contact with anyone, it was very frustrating. We did receive a generic email response informing use to take care of this issue at the park day of our visit. So, when we arrived my wife went to get a DAS pass for me because of my disabilities. (Im 100% service connected to the VA for PTSD, Traumatic Brain Injury). When my wife spoke with a member at their office they questioned her about my disabilities for 40 minutes. After that, they then began to reiterate the question to me in a different way for another 20 minutes. Their questions were so violating. They asked me questions like if Im able to use the bathroom alone and if I need help showering. They asked these intrusive questions in front of others and it was so embarrassing and difficult for me that I got upset and had to leave because I got emotional. My wife asked them to stop because Im not going to process any additional questioning. They then denied me a DAS pass, and they said it is because I was not born with my disabilities. My wife was shocked and then tried to show them some VA documents to support my disability needs and they refused to look at the documents. My wife them asked for a manager and we waiting for another 20 minutes, but no manager ever came. They then told me to go to city hall and talk to someone. We went and they told us sorry, you were not born with these disabilities so youre not entitled to the disability services. And if you continue to try to obtain these service Disney can ban you for life from the park. This was an overall horrible experience from the beginning. I felt violated and treated beyond less than.My wife was the one who booked the Disney trip. Below is her info:************************* ************* ***********************

  Business Response

  Date: 08/14/2024

   

  The Disneyland Resort had the opportunity to address the Guest's concern and the complaint has been resolved.

• Initial Complaint

  Date:08/09/2024

  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.

  Dear Disneyland Customer Service,I am writing to express my concern regarding the $69 per day ticket promotion for Anaheim residents. While this offer appears to be a great opportunity for local families to enjoy the magic of Disneyland, I have encountered an issue that I believe need to be addressed.Anaheim residents can take advantage of this promotion and purchase up to 5 tickets. No where does it say the additional 4 tickets must also live in ******* (over the age or 18). This was so disheartening on Wednesday, because we had to get out of line and upgrade our tickets. I would like you to know that the $170 fee was a HUGE financial burden on my family. It really ruined our entire day! We really feel like this is a scam because you know that most people WILL HAVE TO UPGRADE to get in the park. I urge you to make it known that each ticket $69 purchase must be a resident of *******! We were celebrating my daughters and son birthday at Disneyland and the only way we could afford to go was with this promotion. I hope that Disneyland will take these concerns into consideration and make adjustments to ensure that this promotion is truly accessible and beneficial for all Anaheim residents and their guests. Thank you for your attention to this matter.Regretfully, M S

  Business Response

  Date: 08/12/2024

   

  The Disneyland Resort had the opportunity to address the Guest's concern and the complaint has been resolved.