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:06/16/2024

  Type:Order 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.

  Date of transaction - April 14 2024 .Amount - ****** 402.00/ticket. I could not use Disneyland tickets on the agreed upon date . I was told that my tickets would be valid for one year . When i check my account I could not see the tickets. I reached out to Disney company and received no response. I disputed with my Credit card and Disney company denied . I am unable to use my tickets because they are no longer in my account . Therefore because I cannot use the tickets for services I paid for , i wish to be given an apology for the miscommunication and a refund . Also Disney company policies are not very clear.

  Business Response

  Date: 06/19/2024

  The Disneyland Resort has contacted this Guest through ********************************************************** and is waiting for the Guest's reply.
  

• Initial Complaint

  Date:06/12/2024

  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 would like to be able to use the 4 Imagine passes. I have been writing for 1 year. I can not use the passes or gain entry to the park, thus rendering the 4 annual passes ineffective and unsuitable for my circumstances. I would like a full refund or Imagine passes. I am not able to drive all the way to the ticket booth. My family has very serious health problems, and *********** traffic is bad. I have records of all our doctor visits and surgeries this past year. I have documentation of all the times we were invited by friends with cheaper SOCAL or kids $50 passes yet we were not able to use our passes because our pass dates were always full or blacked out. I bought 4 annual passes on 1/18 that we never were able to use. My husband and I work full time and we have several family members with disabilities/health issues going on this last year. This pass is not accommodating to disabilities. These 4 annual passes and customer service are using deceptive business practices in regard to the annual pass program, which has been also noted in according to a previous court filing. There was a federal lawsuit filed in California alleged that some of Disneylands Magic Key annual pass-holders were unable to make park reservations. I have screenshots of us not being able to make any reservations. The blackout dates and park at capacity blocked dates associated with my pass and our health disabilities have made this pass inaccessible to those with special needs. Our friends just went over Spring Break with the 3 day cheap pass and I spent over $1,700 on annual Disneyland and can not go when our friends invite us. The blackout dates and capacity full dates associated with my pass, make it difficult for me to schedule visits. Despite my efforts to make use of the annual pass, I have found myself repeatedly unable to gain entry, thus rendering the pass ineffective and unsuitable for my familys circumstances. I would like 4 imagine passes or to process the refund. l

  Business Response

  Date: 06/14/2024

   

  The Disneyland Resort has contacted this Guest through **********************************************************. Awaiting the Guest response.

  Customer Answer

  Date: 06/14/2024

  I have no response from Disneyland. I have wrote and called over 100 times. Despite trying to use the 4 Disney annual passes, I have found myself repeatedly unable to gain entry to the park, thus the pass is ineffective. I can't drive to the ticket booth to resolve. My family has serious health problems, and *********** traffic is bad. I have records of all our doctor visits, surgeries and all the times we were invited by friends with cheap passes yet our dates were always full/blacked out. I bought 4 annual passes on 1/18 that we never were able to use. We work full time and we have disabilities and these passes and customer service uses deceptive business practices with the annual pass program, which has been also noted in a court. There was a federal lawsuit filed in California alleged that some of Disneylands Magic Key annual pass-holders were unable to make park reservations on days I have screenshots of this. The blackout dates/ park at capacity associated with my annual pass and our health disabilities have made this pass inaccessible to those with special needs.  Our fiends just went over Spring Break 2024 with the 3 day cheap pass and I spent over $1,700 and can not go when our friends. The blackout dates and whole months are blacked out which does not make it an annual pass and is misleading. When we finally got approval from work to go, the dates were full. I have heard pass holders that live close to the park use all the passes making it impossible to go. My husband, son, daughter and myself have been facing health issues. Disney dates because the park is full or it is blacked out. The annual passes that have gone entirely unused. I understand and appreciate the terms and conditions associated with blackout dates, but it was impossible for me to use the passes with the blackout dates, it being full, and our health challenges have all compounded and made it difficult and impossible to use the passes. 

  Business Response

  Date: 06/17/2024

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

• Initial Complaint

  Date:06/11/2024

  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 purchased tickets which were supposed to include the *************** but I was unable to access it during my visit. Additionally, I made a separate purchase for Genie+ on the same day with a different card. However, *************************** from the Disney Resort Guest Correspondence Team kept repeatedly asking for card information, which has been driving me crazy.Considering the inconvenience and time wasted, I'm requesting a refund for the ticket price of $498. It's been a hassle trying to sort this out, and I hope we can resolve it swiftly.

  Business Response

  Date: 06/13/2024

   

  The Disneyland Resort has contacted this Guest through **********************************************************, asking to speak further regarding their concern.
  

• Initial Complaint

  Date:06/11/2024

  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.

  I purchased 3 days pass for Disneyland and the website made me pick the dates for it. So i picked 3/18, 3/19, and 6/10. The Disney system let me purchased the tickets successfully. So i thought i should be guaranteed those 3 days but I was wrong. When I went to Disney on 6/10, they told me my ticket expired. I talked to 2 different supervisors/leads and they couldn't do anything about it and told me to buy new tickets instead. To me, if the system let me pay for 3 day pass that was chosen by me, I should be able to guaranteed for those 3 days. If I could not make it then it is my problem, but I actually made a trip to Disneyland and found out that my ticket expired. I was very upset and felt like I got scammed. As a client, why should I spend my time to purchase the ticket and yet have to read the tiny fine print to find out what it is said? To me, Disney should reprogram the system: if there is an expiration date on the ticket, then IT SHOULD NOT let me pick the date too far in advance. It should stop me purchasing the tickets and tells me to pick a different date

  Business Response

  Date: 06/13/2024

   

  The Disneyland Resort has contacted this Guest through **********************************************************, so we may further discuss their concern.

• Initial Complaint

  Date:06/08/2024

  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.

  My husband, 2 kids and I went to Disneyland in February 2024 and had Genie + and my husband was also approved for *** for a disability. In addition to my husband needing ***, we had our Autistic son with us as well, but didn't request *** for him since we always rode together. Anyway, we had a legitimate need for the accommodations for 2 disabled people in our party. We used *** and most of the time the return ticket wouldn't scan and we were denied access because the ticket would disappear. I went to an umbrella and got help once but that took about 45 min. The cast member couldn't figure out **** he could see the *** return time but it wasn't showing on my app. He had me close out my app, delete and reinstall, etc. Nothing worked. It was very frustrating that we had two disabled people and an accommodation was given to our group but wasn't actually given to us. My husband has terminal cancer and this was a trip we were trying to make good family memories with our kids and it was such a hassle. We only planned a trip with two special needs people under the assumption *** would accommodate the special needs. The lack of disability accommodation that was promised completely ruined our family trip. We are going to do another trip with our 5 kids in November for 3 days and I want to make sure this doesn't happen again next time. Our family won't get another opportunity to make memories with their dad like this. I am not happy that we spent money on 4 of us to go and the trip was ruined by the lack of disability accommodations that we were supposed to have.

  Business Response

  Date: 06/11/2024

   

  The Disneyland Resort offered the Guest a fair and reasonable compensation as a good faith attempt to make up however, we were unable to come to an amicable
  resolution.
  

  Customer Answer

  Date: 06/11/2024

  I spoke to somebody on the phone today and she told me that I already agreed to accept ***** plus passes for my upcoming visit. Therefore, she could not provide me any other compensation. I told her that I was offered ****** and told the representative who offered it that I was not satisfied with that and she told me she would put the Genie plus on my account and I could contact BBB because there was nothing more she could do. 
  

  I explained numerous times that I was not happy with that resolution and the agent today told me the prior agent didnt note that I verbalized I wasnt happy with ******. 
  

  I had to buy Genie+ last time because DAS wasnt working. Giving me Genie+ is not at all fair for the frustration of not having DAS that my husband interviewed for and was approved for. 
  

  i understand no refunds are given. I am simply asking for 4 tickets to go back to make up for the nightmare that was the lack of APPROVED DAS accommodations last time. I even offered to give up the 7 Genie+ passes for the 4 two day tickets to be replaced for me. 
  

  your system caused a bad experience and providing tickets for us to go back is the right thing to do. 

  Business Response

  Date: 06/17/2024

   

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

  Customer Answer

  Date: 06/26/2024

  this is not a fair or reasonable offer. I advised the original agent who took my first complaint that I did not feel that was fair and she told me she would issue the voucher for the Genie + and I could file with the BBB. 
  

  I am requesting 4 two day park ****** tickets be reissued with Genie+ to replace what I had purchased that Disneyland failed to honor their end of DAS which was approved nearly a month in advance. 
  

  I will accept that in place of the prior offer to give ****** for my next visit. 
  

  I have two autistic children and a dying husband. DAS is a must and Disneyland failed us last visit with my husband and one autistic child. 
  

  make this right, please. 

• Initial Complaint

  Date:05/30/2024

  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 was trying to make an online reservation for the so-cal 3 day ticket on may 22nd and had to call customer service at ********************** because I kept getting an error. I called and spoke with someone and was told it was an IT Issue on Disney's part and a help desk ticket needed to be created. I was told all notes would go in to my Disney land account *************************** for a 3 day ticket for 6 people for a total of around $1300 and I would be guaranteed 3 days for the so cal price and the rep even made the reservation which is also attached. We get to the park and even though the notes were visible they said at Disney they would no honor it so I ended up paying ******* for 2 days, this is fraud they would not adjust or honor the price they quoted me documented and could not even process on that day due their systems, this is unacceptable.

  Business Response

  Date: 06/05/2024

  The Disneyland Resort contacted the Guest via email and is waiting for the Guest's reply.

  Customer Answer

  Date: 06/21/2024

  I am rejecting response because I am being offered one day to a park over 2 hrs away that requires again a hotel room plus additional expenses such as gas etc and room.  I want a refund for the day I did not get and was promised per document emails and notations in my Disney account.  I want a refund for the ******.

  Business Response

  Date: 06/25/2024

  The Disneyland Resort offered the Guest a fair and reasonable compensation as a good faith attempt to make up however, we were unable to come to an amicable resolution.

• Initial Complaint

  Date:05/29/2024

  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.

  In order to guarantee I attended my friend's birthday/ graduation celebration, I purchased gift cards - can't backdown later or say I didn't have money at the time. In theory, it should have been a great plan. However, as of early April, I have had nothing but issues in purchasing my ticket. Now, I know I could just purchase the ticket in person, but the issue is I live almost 150 miles/ 2hrs from the park, so I can't just make that trip and run the risk of you all not having reservations. I missed the first celebration on 5/19 for his graduation because of issues with your system (you can refer to an email I sent to guest services on 4/22). I said I'd for certain make it to the birthday celebration on 6/11, but once again running into issues. I spoke with ****** today who suggested the same troubleshooting steps I have taken and, after they failed, she "connected" me to whomever provides internet support - I'm on the 35th minute now and do not hear anything. I'll keep holding and send you screenshots if needed!It feels like this is some poor tactic used by Disneyland to have people pay additional funds out of pocket - preventing them from using their gift card - and then forcing them to use it in the park. You can't tell me otherwise considering your own company has reissued my gift card with a new number and it still does not work. Seems like a poor bait and switch tactic and will file a complaint with the Attorney General if I can't get a resolution!

  Business Response

  Date: 06/03/2024

   

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

• Initial Complaint

  Date:05/21/2024

  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.

  In 2022, I purchased 3 3-day So Cal passes for Disneyland under the email **************** After using two days in the summer of 2022, I called Disneyland customer service under the number ************ around August 2022 and was informed by a Disneyland representative that the remaining day could be used at a later date after the expiration date with an adjustment to match current pricing. Based on this information, I retained my ticket for future use.On May 21, 2024, when I contacted Disneyland to use my remaining day, a different representative informed me that my ticket was no longer valid under the conditions previously stated. As a customer, I have the right to receive accurate and sufficient information about the terms and conditions of a service. Misinformation from staff directly leads me to make decisions under false pretenses. Therefore, I am reaching out to BBB in the hope of seeking a fair resolution.I have attempted to resolve this issue directly with Disneyland but have been met with unsatisfactory responses and treatment. Given the conflicting information provided by Disneyland's staff, which directly contradicts the initial advice I received, I am seeking a resolution in the form of either: 1. Full validation of my remaining ticket day and genie with an extension of its expiration date; 2. Compensation for the unused portion of my ticket, proportional to the total price paid.

  Business Response

  Date: 05/23/2024

   

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

• Initial Complaint

  Date:05/17/2024

  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.

  I am a magic pass key holder. Two days after my last visit my friend pass was revoked. I called and emailed Disney guest services and was told my pass was revoked for reselling merchandise. I explained to the customer service representative that I did purchase two items and gifted them to my 10 year old and 15 year old. My 15 year old who shares the same name as me posted the slinky sipper I gifted him for sale online. He did this without my knowledge. Upon learning of this I removed the listing and took away the item I gifted him. Disneyland is penalizing me for something I did not do just because my son and I share the same first and last name and obviously share the same home address. I have taken steps to prevent this from ever happening again by disabling any resale site my son was registered to. No other explanations were provided by Disneyland. Nor was I given any information on an appeal process. I request my pass key be reinstated as I was not aware my son did this behind my back. Furthermore I cant be held responsible for the actions of others when an item I legally purchased is gifted to them.

  Business Response

  Date: 05/20/2024

   

  The Disneyland Resorts records indicate that another area has assisted this Guest, but were unable to come to an amicable resolution. 

• Initial Complaint

  Date:05/04/2024

  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.

  Booked a package deal on Expedia to ******* from ***. The hotel in package had extremely ridiculous smoking policies. Some that if they just assumed you was smoking with no evidence they would charge your card a fee. I cancelled once I saw those policy's but didn't realize that the room was listed as a non refundable room. What is that exactly? So a company can just take people's money for no services need and it's legal?? Maybe for rich people who have money to throw away on rules like this is fine. Not for a city girl who barely could save for this trip. I went through all channels provided but left with excuses sorry it's a no refund room. That is stealing with the law on their side seriously!!. This is not right and it should not be a legal thing. I'm raising this complaint to your company to see if you could make these companies stop stealing money from people. Don't be surprised if someone ***** down the hotel or worse. Things like this drive people to do the unthinkable. Enough is enough stop taking advantage of the little people times are harder to live. I want the money that this dirty hotel that has no need to do non refundable rooms when most of there rooms don't get used. My cancellation was less then 5 hours apart from the original booking. I'm a lifetime smoker and staying in a hotel that would charge my card 240 Everytime I would smoke in parking lot of the hotel?? Seriously how in the h*** is legal. Shows mee that anyone can have a hotel make them non-refundable and the hotels will never lose money. Places like these are giving all hotels a bad reputation. Someone needs to help me get a lump sum of money back from these thieves calling themselves hotel owners.

  Business Response

  Date: 05/06/2024

  The Disneyland Resort had the opportunity to speak with the Guest and address her concerns. We consider this matter closed.