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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: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.
      I live in *********, but I have provided my mothers address in *******. I am ********.I purchased a Steiff Disney 100 ****** ***** for 225 usd. In the advertised details , at the time of purchase and also this morning, it describes that the ****** ***** is made of wool and has clothing made of mohair. I justified the expensive price because of the supposed quality of the product. The ****** arrived and was completely polyester a much lower quality product. I understand that it is illegal to advertise a product to be better than it actually is. I tried to get a refund, while they were willing to provide a refund they refused multiple times to pay for the return. I contacted them online , on the phone and via email. I was refused access to a supervisor.I was also advised that if I shipped it, and it got lost in the mail I would forfeit all my money and not get a refund.I advised them that I was leaving for ********* (where I live) in a few days, and needed them to pay for the return postage asap. They refused. I told them that I did not get the quality of ***** ordered.They were so difficult to deal with, that I wondered if I did return it , if I would get an actual refund. ) or an excuse.The mouse is of much lower quality than advertised, I am now seeking a refund of the product ( or at least a large portion of cost ). The mouse is not worth 225 dollars when it is made of polyester. I am taking it with me to *********, because I dont know what else to do I made my decision to purchase on The quality that was advertised I have emails and photos if required.If they have the mouse as advertised ( wool and mohair) I will accept that.Thank you, *********************

      Business Response

      Date: 11/20/2023

      A refund was issued for the item.

    • Initial Complaint

      Date:11/06/2023

      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.
      I placed an order #********** on 10/16/2023 at 6:14 AM PT. Today 2 items were cancelled. One was ************** Rescue Rangers Loungefly Mini Backpack Disney100 ID: ************ which shows in stock on their site. The second item was LEGO Mini Steamboat ****** ***** Disney100 ID: ************ which was a free item for spending $150. I do not understand how both are cancelled. One is in stock snd the other a promotional item and I would not have made this order without knowing I would get it. Here is Oder with canceled items. I would like my canceled items. Order #********** Placed 10/16/2023 at 6:14 AM PT Order Status In Progress Madame ***** Loungefly Mini Backpack The Haunted Mansion Madame ***** Loungefly Mini Backpack The Haunted Mansion ID: ************ Quantity: 1 at $88.00 Applied Discounts Tiered_Offer_Limited_Exclusions_2022 - $15.40 $61.60 $46.20 The Nightmare Before Christmas Loungefly Mini Backpack The Nightmare Before Christmas Loungefly Mini Backpack ID: ************ Quantity: 1 at $88.00 Applied Discounts Tiered_Offer_Limited_Exclusions_2022 - $15.40 $61.60 $46.20 Creatures of ******************* Set Avatar: The Way of Water Creatures of ******************* Set Avatar: The Way of Water ID: ************ Quantity: 1 at $16.99 Applied Discounts Tiered_Offer_Limited_Exclusions_2022 - $3.00 $11.98 $8.98 Order Status Cancelled ************** Rescue Rangers Loungefly Mini Backpack Disney100 ************** Rescue Rangers Loungefly Mini Backpack Disney100 ID: ************ Quantity: 0 at $88.00 $0.00 LEGO Mini Steamboat ****** ***** Disney100 LEGO Mini Steamboat ****** ***** Disney100 ID: ************ Quantity: 0 at $24.99 $0.00 Order Summary Subtotal $101.38 Shipping and Handling FREE Sales Tax $6.08 Total $107.46 Today's Savings:$53.75 Shipping Info Shipping To:*************************** ********************************************************************** ********** *********************

      Business Response

      Date: 11/09/2023

      ******* was issued a Promotional code for the inconvenience.

      Customer Answer

      Date: 11/13/2023

       
      Complaint: 20828962

      I am rejecting this response because:

      every time I try to use the code it has been grayed out. 

      I was promised a $25 value Lego set. Was given $20 credit that I cant get to work. I am gathering up the items from this order and will probably just return it all.  

      Sincerely,

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

      Business Response

      Date: 11/24/2023

      Could not connect with Guest. Placed new order of the canceled item. 

      Customer Answer

      Date: 12/01/2023

       
      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:11/06/2023

      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.
      Placed an order on 10/14/2023 for four pins. Two were shipped out in a timely manner. The other two were not. Received an email on 10/26/2023 saying there was a delay in the order. Called on 11/03 to see what was going on. I was assured by the cast member that my items were still in stock in the warehouse even though they were not online. I asked to cancel my order and I was not allowed to because the items were in progress but assured I would receive a tracking number in 24 hours and for the inconvenience I would get a credit sent to me when the items were processed. Asked to talk to a manager and at no point was I allowed to talk to one. On 11/05 I received an email for the items cancelled because it was not longer in stock. How is it ok for the cast member to lie to me after I specifically asked if they still had the items. Also how is it ok for Disney to hold money for 3+ weeks when the item is out of stock? Would like my shipping fee credit to fee for the inconvenience and waiting over 3 weeks for my order to then be cancelled after the cast member told me I would get a shipping number within 24 hours.

      Business Response

      Date: 11/10/2023

      The guest has been resolved to their satisfaction per email conversation. Refund issued.

    • Initial Complaint

      Date:11/02/2023

      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 ordered this on the 15th of October. Keep getting told its processing. So far its been over 15 days and shopdisney cannot resolve this matter.

      Business Response

      Date: 11/06/2023

      ** SPOKE WITH THE **** AND APOLOGIZED FOR THE ****** HE DID RECEIVE TWO ITEMS AND WAS OKAY WITH THAT - ISSUED A ***** FO THE ******* RESOLVED 

    • Initial Complaint

      Date:11/02/2023

      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 tried calling the Disney online store as well as the regular Disney retail numbers trying to get in contact with the right department, no one was able to help or provide the correct contact information, I was told multiple times to contact amazon where I purchased the product, even though I explained that since it was past the return window they will not help with the issue I am having. I explained multiple times that once the return window closes and I have had an issue with a toy lets say from ****** price I contact the company directly since they were the ones to manufacture the product and they usually help with the issue. No one from Disney wanted to help nor wanted to take responsibility for the broken product and kept passing the blame/problem to Amazon, when they really have nothing to do with the product not working and they only sell the item.

      Business Response

      Date: 11/09/2023

      We were unable to connect with ****** to assist.

    • Initial Complaint

      Date:10/26/2023

      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 placed an order online on 10/13/23 with shopdisney and the shipping timeframe provided was 5-7 days. On 10/17/23, I received an email stating there was a delay with my order, no additional information provided. On this same day, I called **************** and spoke with ***** who stated she could not provide and update. She offered a $5 off my next purchase or free shipping. I explained to her I just wanted to know when my items would arrive as it was a costume for my daughter. She was not able to provide an update. On Friday, 10/19 I had still not received any updates or shipment so I called once again. This time I spoke to ********* and she stated there were still no updates. I asked to speak to a supervisor and was told I would get a call within 1 hour. This did not happen. Also I asked to cancel my order since I need the items for Halloween celebrations and she stated that cant be done. I would need to wait to receive the items and then return them. On 10/19/23 I received an email that my order had shipped but it was only 1 item out of 4. Unfortunately the costume needs the accessories otherwise you really cannot tell what it is. I have waited patiently for updates or call back without any luck. Today, 10/26/23 is business day 9 and I have yet to receive my items or update that they have been shipped. I tried calling shop Disney and the recording states they cannot provide updates and cannot accept calls.

      Business Response

      Date: 10/30/2023

      We have called the guest and resolved to her satisfaction. 

    • Initial Complaint

      Date:10/25/2023

      Type:Customer Service 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.
      Transaction 10/14/23 for a Halloween costume. $41.99 for costume. $19.95 for second-day air shipping. Total *****. Transaction number **********. Received shipping notification from Disney by email on 10/20/23. Per *** website, LABEL was CREATED, but item has not been received. *** tracking # 1ZB37G650211517903. Attempted online chat, and was told I would be contacted within 48 hours. Called number on website, and wait times are over an hour. So my son has no costume for his school halloween party tomorrow, and likely no costume by Halloween on the 31st because Disney did not fulfill their portion of the deal, despite $20 in shipping charges, and didn't bother to have the package picked up, nor are they offering any form of timely resolution. Per their online chat I can request a refund or a replacement. Replacement will not arrive in time, refund is insufficient for failure to provide goods and failure to provide any acceptable form of customer service to remedy the situation in a timely fashion. This is unacceptable business practice. I completed my portion of the transaction. I deserve my item in the timeline promised with refund of shipping prices d/t failure to fulfill two-day shipping. Overnight shipping would rectify situation appropriately, but no customer service is being provided, and certainly not in a timely fashion. I find Disney store to be in violation of Right to Redress of the Consumer Protection Act.

      Business Response

      Date: 11/06/2023

      We were unable to connect with the Guest to assist. 

    • Initial Complaint

      Date:10/25/2023

      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.
      Placed an order or 10/12 was stated it would arrive in 7-9 business days unless otherwise stated, it was not at time of purchase. company is now repeatedly running sales to increase revenue and not shipping in a timely fashion yet continuing to take orders. Company has repeatedly stated they do not know when the order will ship. Despite have posted delivery timelines. Cant cancel the order, yet cant receive it either. Gross business practices.

      Business Response

      Date: 11/06/2023

      Unable to connect with the Guest to assist.

    • Initial Complaint

      Date:10/09/2023

      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.
      Canceled Order #********** Placed 10/2/2023 at 9:38 AM PT but the item is in stock, daisy duck 2023 Halloween pin 10-7-2023 my credit card was charged **** for it and it went through i want the pin i ordered and i had free shipping for it from the last time i ordered it and it was cancelled making this twice in a row that my order was cancelled but this time i was charged for it.

      Business Response

      Date: 10/17/2023

      We were able speak with the guest and resolve to his satisfaction. 

    • Initial Complaint

      Date:10/02/2023

      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.
      I purchased two plus toys for my granddaughter and paid the extremely high price of $24.95 for overnight shipping. two days later I get my tracking saying package won't be delivered for 4 days. This is a scam, they hope customers won't notice and pocket the difference between standard shipping and overnight. This is intentional fraud

      Business Response

      Date: 10/03/2023

      The guest was assisted with a full refund of the shipping cost. We also issued a $20 gift card for future purchases. 

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

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