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Business Profile

Retail Stores

Disney Store USA, LLC

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Disney Store USA, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Disney Store USA, LLC has 45 locations, listed below.

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    Customer Complaints Summary

    • 45 total complaints in the last 3 years.
    • 15 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/08/2025

      Type:Delivery Issues
      Status:
      Unanswered
      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 had purchased 2 gift cards from the disney store website on February 27 and waited for my order to arrive and when I got a notification saying it got delivered later on on the date march 8 but never found my package with my order. I went to my neighbors and looked around and never found my order. I contacted the merchant that I never received my orders numerous of times but never received any response back from me sending them complaints on there website and would say i would receive an email back with a response but never did. I than disputed it with my bank to receive my money back and my bank says they are not willing to issue me my money back even though i never received my order.

    • Initial Complaint

      Date:04/14/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 placed order ********** online at 9:25pm pst. The order did not use my gift card properly and charged the full balance to my ******. I logged into my account, but couldnt cancel my order. I tried the virtual agent but it couldnt cancel my order. I tried live chat but no agents. I sent an email to customer support but no reply. I then chatted next day at 9 am pst, but agent said couldnt cancel order even though order has not shipped only 12 hours since ordered.

    • Initial Complaint

      Date:01/21/2025

      Type:Product Issues
      Status:
      Unanswered
      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 two **** gift cards from the Disney store online. I never received them. Ive called them multiple times. Ive tried Neice. Ive tried angryand irate. I cant get no one to return my money. I am out $700 before my cruise and I got nothing but runaround from the customer **** one day its 3 to 5 that no one did it and they redid it again and its another 3 to 5 business days now its another10 business days and today they cant tell me nothing when I call and nothings been when they looked at all up I gave them my name andaddress they cant find where they even started returning my money to me. I placed this order on 15 2025, which is 13 days it was only supposed to be 3 to 5 days to get here. I never received it. I called repeatedly and I cant get anyone to help me and they have now stolen my money and the moneythat was used to take my autistic child on her first little vacation.

    • Initial Complaint

      Date:12/24/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      After waiting two weeks to order the Mego ********** 4 pack, when the pre-orders finally opened up I placed an order within 3 minutes of the time the product was made available. The order went through and I received a confirmation email telling me that my order went through. Then five and a half hours later, Disney store cancels my order with no solid explanation and no real customer support. Their response- hope that it comes back in stock and check often. I want Disney to honor the legal contract of a confirmed order.

    • Initial Complaint

      Date:12/02/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Disney Store online is advertising prices for items then when you go to the website it is totally different. It is false advertising. I tried to order their advertised products and when you go to check out the price is not what was advertised. What I want is for them to honor the price. They offered a $20 coupon but I had to purchase something else before they would give that.

    • Initial Complaint

      Date:12/02/2024

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      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.
      False advertising. The post they created for Black Friday showed they are selling an item for a price that they will not honor. The representative I spoke with said they would honor it because it was their mistake but then someone else reached out and said they would not.

    • Initial Complaint

      Date:10/17/2024

      Type:Delivery Issues
      Status:
      Unanswered
      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 ordered 4 Disney Store gift cards through the ************************ web site on 09/28/2024. Delivery of the package was delayed because the *************** was damaged during shipping (part of my name, street ************** were torn from the label preventing the **** from scanning the tracking information). After submitting an inquiry to the **** for the missing mail/package, I was contacted by my local *********** who informed that they had received the package, but it was damaged/opened during shipping & re-sealed. After I opened the envelope, the gift cards were found to be enclosed and the individual envelopes in which they were enclosed were still sealed & they did not appear to have been tampered with. On 10/15/2024, I submitted an inquiry through the ************************ web site to inform them that I received the Gift Cards from the post office. I also explained the reasons for the delayed delivery (i.e. - envelope was damaged/opened/resealed & the label had been torn, but the enclosed Gift Cards appeared okay). On 10/16/2024, I received 4 e-mails from ************************. The first e-mail requested a call so they could assist with my inquiry. The 3 other e-mails advised that they had processed the refund I had requested (I did NOT request a refund). I immediately called the number in the first e-mail and spoke with *******, who informed me that a refund has been issued & all 4 Gift Cards had been deactivated. I asked why they would do that BEFORE they spoke with me, as requested, noting my inquiry provided my phone number so they could have called me (rather than sending e-mails) to discuss the problem. I also told them that my mother ordered gift cards the same day and now both sets of gift cards were mixed together so we can't tell which ones were deactivated & which ones are okay. They offered absolutely no reasonable solution to the problem, such as re-issuing new cards and sending them to me via overnight mail since it was their mistake.

    • Initial Complaint

      Date:10/01/2024

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      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 filing this complaint against the Disney Store due to being lied to about a product that was expected to be released on 10/01/2024 at 11:00 a.m. Eastern Standard Time. A person I spoke with said that this product was released earlier than the expected release time. Due to this I was not made aware or notified about this taking place. The product now of course is out of stock which seems to be a relevant trend with Disney Store products. I am highly disappointed and hurt that once again Disney has dropped the ball. They allow bots to purchase more than the required allotted amount. I am not sure how I am supposed to get one of the new products that was to be released today.************************************************************************************************************************************ To make up for this I am requesting that Disney bring the product back in stock and allow all customers a fair chance to purchase it.Thank you,**** ********

    • Initial Complaint

      Date:09/25/2024

      Type:Product Issues
      Status:
      Unanswered
      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 March 17, 2024 I purchased $7000 worth of e-gift cards from *****************************************************************************************************. On March ******* someone associated with Disney transferred $500 from one of my e-gift cards to some unknown card. I attempted to work with both *****************************************************************************************************, as well as Disney ************** and was told ultimately that they don't know who took my money and I needed to dispute the charge with my credit card company, ****** ***** has reviewed my initial dispute and my reconsideration dispute and denied the ********** this time I've been advised to file a police report, but haven't done so yet.

    • Initial Complaint

      Date:09/12/2024

      Type:Delivery Issues
      Status:
      Unanswered
      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.
      Order #********** Placed 08/05/2024 at 4:20 AM PT Order Summary Subtotal $268.00 Shipping and Handling FREE Sales Tax $18.76 Total $286.76 Order Status ************ TRACKING FOR RETURN-1z17r06a94556189-************* Delivered the item To Disney store on 8/14/24. I called and talked to Disney store multiple times and I was told they see the return was received on 8/14/24 and Processed in the warehouse on 8/15/24 I was told by multiple associates I would receive a refund with in 2 to 3 weeks. When I did not receive a refund after 3 weeks I called and was told they opened up a request to locate the package as it was lost in the Warehouse, and they were going to process a manual refund once they locate the package and will take up to 5 days. I still did not receive a refund after another 7 days. Called again today 9/12/24 and keep getting the run around with the same responses. Now being told to contact financial intuition but there is not record Disney sent me the refund and when I asked Disney about this they could not give me an answer.

    Disney Store USA, LLC is NOT a BBB Accredited Business.

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