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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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/02/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Yesterday I made a purchase from Disney Store, they had a promotion if you spent $100 you got a free gift with promotion. Even though I put in the code, I was still charged for the item. I chatted with a customer service agent, who said That they could give me a one time in store use coupon as a courtesy . I told him that was unacceptable and asked Why was this a courtesy when they erroneously charged me? Why couldnt they just put it back on my card? After some back-and-forth, he said he could put the item price only back on my credit card, but not the tax associated with the item. He said Disney policy is to estimate tax, so he wasnt sure how much to refund me. This makes absolutely no sense! This is a multi billion dollar corporation and they dont know how to refund tax on a wrong charge? I decided to call instead and that customer service agent told me the same thing that Disney policy is, they dont know what the taxes until it is finalized and they estimate it. Something does not sound right and someone needs to look into this.

      Business Response

      Date: 04/13/2024

      Spoke to *************************** regarding order #********** - Refunded the proper amount to her credit card. She has been taken care of and no longer needs assistance.  She was satisfied. 

    • Initial Complaint

      Date:03/22/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 2/13/2024 I purchased an item from the Disneystore site with my debit card. I received the charge and I received the item. On 3/15/2024 I noticed a charge on my bank statement for $41.41 and called the bank and asked if that was the same charge. They told me now. On 3/18/2024 I called the Disneystore up and spoke to a cast member named RC, he informed me of a system issue and that I should receive a refund within 3-5 business days. I said "by Friday (3/22/24)" he said "yes"On 3/22/2024 I have not received it. I called and now I am told I need to send proof that I was over charged 2x. I was on hold for over 2 hours trying to get a supervisor and then told someone needs to call me back and I would have a call by 12 noon ET on 3/22/24. I have not received that call. I sent the proof they over charged and asked for proof from them that they didn't. I have still not received that proof. The same proof I am sending you is what I sent them. They owe my a refund and I cannot seem to get it.

      Business Response

      Date: 03/24/2024

      Communicated with Guest at 3/22/24 12:46 PM; issued full refund as a courtesy. 

    • Initial Complaint

      Date:03/06/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 Disney bands for my trip to Disney through the Disney store. I logged on to with my Disney experience account and thought I would receive the discount based on booking a trip and using the app. Apparently, I didnt order it the right way and they are refusing to give me the discount or price match or even a credit on my account.

      Business Response

      Date: 03/14/2024

      Guest ******* has been assisted on our end, an adjustment has been processed for their order and the guest will be refunded for the appropriate amount. This guest has been reached out to and provided this information as well.

    • Initial Complaint

      Date:02/26/2024

      Type:Product Issues
      Status:
      Resolved
      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 odered a wooden laser engraved frame on 11/24/23 on sale for $41.25. When it arrived, the laser work was far from what was advertised. When I contacted the store about the issue, they barely addressed it and said I would receive a shipping label to return. My last e-mail contact with them was in 2/4/24 and I have not yet received the label nor any response about a refund. The frame is unusable and could not be resold on any market. The customer service is way below subpar for something astronomically pricedfor bad workmanship. I will be willing to share e-mail correspondence if needed.

      Business Response

      Date: 02/28/2024

      A refund was issued 2/26/2024 in the amount of $43.73. 

      Customer Answer

      Date: 02/29/2024

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ***********************

    • Initial Complaint

      Date:02/13/2024

      Type:Customer Service Issues
      Status:
      Resolved
      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 an order on Disney store online on 10/15/23 for a hocus pocus Lego set $229.29, ******** wig $22.49, ******** costume $44.99, and a remote controlled r2d2 $99.99. Disney sent my r2d2 and ******** wig. They canceled my ******** costume and said the Lego set was sent with r2d2. When I received the r2d2 there was no hocus pocus Lego set. I contacted Disney and they told me to file a lost package complaint with **** I did that. *** said there was nothing they could do since the package did arrive with the r2d2. I have contacted Disney several times to try and resolve this issue of either getting my Lego set or getting my money back. They will not help me resolve this issue so I am hoping you can.

      Business Response

      Date: 02/19/2024

      We have spoken to the guest and assisted to her satisfaction. 

      Customer Answer

      Date: 02/22/2024

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. THANK YOU SO MUCH!!! 

      Sincerely,

      *****************************

    • Initial Complaint

      Date:01/09/2024

      Type:Delivery Issues
      Status:
      Answered
      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.
      12/26/23 - COMPLAINT (Order #**********)I placed my order with this business on December 12, 2023. This business didnt ship my item until December 19, 2023. How would I have gotten my order in time for Christmas if they didnt even ship it until 7 days later after I placed it? 2 of the items was shirts that was for me and my daughter to wear on Christmas. The items were all sent out separate dates. This order was placed in tine to get it before Christmas. The only why I ordered my Christmas shirts online was because I believed I ordered in enough time to receive to wear on Christmas. If I had known that I would not received my order before Christmas, I would have not ordered from Shop Disney.com. I went to Disneyland on my tge day before my birthday and could have purchased my shorts and the other item there. I called Shopdisney.com, was put on hold for 1 hour and 48 minutes trying to get someone to help me about my order. I explained to her that I was on hold for almost 2 hours, had spent a lot of money or orders for Christmas 2023. The manager on the December 20th call. She told me that I would not receive all of my order before Christmas even though they were Christmas shirts that my family was supposed to wear for Christmas. I told her that I was going to file a Formal Complaint about this gad service and the fact if I had of known upfront that I would jut receive my items early enough I could have bought my items at Disneyland on my visit December 15, 2023. The supervisor promised to refund of $75.27 my order and told me not to send back the Christmas shirts. I checked to see today if they had refunded and saw that it had not been. I called again today 12/26/23 twice almost for 1 hour total and spoke to a ********* and **** that told me no one had refunded my money even though the companys supervisor promised on 12/20/23. I spent $376.36 for Shopdisney.com / Disney Store USA, LLC and 3 hours on hold for this company to treat me like Trash!

      Business Response

      Date: 01/15/2024

      We were unable to connect with the Guest. A refund was issued and a promotional code was also issued via email.

    • Initial Complaint

      Date:12/21/2023

      Type:Delivery Issues
      Status:
      Answered
      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 an order for a Christmas gift on 12/13, at that time the website was guaranteeing Christmas delivery. It is now 12/21 and my order is still being processed. Every other company I placed Christmas orders with made an effort to have the items shipped as soon possible, with the Exception of Disney. Its extremely disappointing because my family and I love Disney, were annual passholders, and constantly spend alot of money on Disney merchandise. Ive reached out to customer service multiple times and each time, Ive given the same scripted response about the order still being processed and they cant do anything to expedite it. I placed another order with Disney for a Halloween costume and the same exact thing happened, the order ended up being delayed. It never arrived and after waiting and waiting, Disney canceled my order without even so much of an explanation or even an email letting me know. I only found a out about the cancellation because I decided to try to check the order for an update. The same thing is obviously happening again, which is extremely disappointing. Do not order from this website.

      Business Response

      Date: 01/15/2024

      We were unable to connect with the Guest to resolve. 

    • Initial Complaint

      Date:12/14/2023

      Type:Delivery Issues
      Status:
      Resolved
      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 October 20, I placed an order for 3 costumes totaling $117.67 (order #**********). These 3 items were subsequently shipped in 2 shipments, and were charged to my paypal account/linked debit card on October 24th. One charge for $37.44 and the other charge for $80.22 (total $117.67). After waiting over a week for a return authorization for the items, I shipped the items back. They were unopened and still in brand new condition. I received a refund confirmation from shopdisney on November 23 stating the items were received and my refund of $117.67 would be processed in 2-3 days. However, this did not happen. Shopdisney refunded $37.44 (the amount of the first item shipped out). They then refunded $5.35 of the original $80.22 charge for the second shipment. This partial refund amount is only $42.79 of the original $117.67 that I paid for these items. I have been going back and forth with customer service for weeks now, spending hours on hold or receiving no response to my email inquiries. I have been assured several times that my refund would processed as stated but it has not been. I get a different answer every time I speak to customer service agents-- anything from "we did not receive the items" to "my notes say all 3 items were received". I will not settle for anything less than a full refund of the items I returned, as they were returned in new, unworn condition as per their return policy. The amount of the refunds don't even make sense. A $5.35 refund for a $38 dollar item? Then no refund for the other costume at all? ShopDisney owes me $74.88. I want my money.

      Business Response

      Date: 12/28/2023

      We are working with the Guest to get the refund processed. 

      Customer Answer

      Date: 01/08/2024

       
      Complaint: 21007077

      I am rejecting this response because:

      I have been waiting on a refund for months. While the company has been in contact, my money has still not been refunded. I am awaiting the refund.


      Sincerely,

      *******************************

      Business Response

      Date: 02/08/2024

      We have resolved with the guest to her satisfaction. 

      Customer Answer

      Date: 02/08/2024

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      *******************************

    • Initial Complaint

      Date:12/07/2023

      Type:Product Issues
      Status:
      Answered
      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.
      Santa ******************** Pullover Sweatshirt for Adults ID: ************ The item, arrived, and I have to say, the print is so faded that I had to check to make certain that it should be so light.

      Business Response

      Date: 12/28/2023

      We could not connect with the Guest to assist. We have issued a refund. 

    • Initial Complaint

      Date:11/13/2023

      Type:Product Issues
      Status:
      Answered
      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.
      When shopDisney does a price adjustment on an order, they issue a code instead of refunding the difference back to my Disney ***** This code does not work if you try to combine it with any other promotion that they have so it forces you to pick between free shipping and the code or between using your Disney **** discount and the code, etc, etc. It makes the code basically useless and pointless and they count on that. I also cannot use my Disney Gift Card at the same time as my Disney Redemption Dollars so have to choose between those instead of being able to use it all at once like when I shop with ANY OTHER RETAILER. This is ridiculous and customers should get together for a class action lawsuit on these issues!! I also cannot get my FULL sales tax refunded when I return online orders to the local outlet because their stores don't adjust for the tax the customer actually paid (no other retailer in that outlet center has done this). When is this company going to do right by customers?! My most recent order needs a billing adjustment of $15.30 (before taxes) due to lower price within 7 days (their price adjustment policy) and I would like a refund not a code!

      Business Response

      Date: 11/24/2023

      A sales price adjustment was issued for the order, 11/14/2023.

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

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