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Business Profile

Retail Stores

Disney Store USA, LLC

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retail Stores.

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:07/14/2023

      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 took my 2 ******* girls ages 3 and 5 to the disney store in Madison *** I was allowing them to pick out something for thieir birthdays. Well of course they are the disney store and they are excited they were playing with some toy when a worker came over and ****** told my kids not to break whatever it was and told me i needed to have my kids not do thaty. My 3 year starts crying and before i said or done something i would regret we left. Do you know how bad it feels to see my little girl in tears because she was being rude to from your worker on her birthday!??!??!? Im ******. We were going to take our kids to disney world this summer but that will NOT happen!!!!!!!!!!!!!!!!

    • Initial Complaint

      Date:10/27/2022

      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.
      Most recently, Order #XXXXXXXXXX, item #XXXXXXXXXXXX was received with a defective, used item. A toy that was not packaged in any of the manufacturer's packaging. Another order, #XXXXXXXXXX, item #XXXXXXXXXXXX , a jacket with iron-on metallic pieces that were peeling off. In both cases, ****** sent defective items, yet refused to issue a pre-paid return label. They will sometimes issue a return label if the item is ******* or ********** although they are inconsistent in their practices. I purchase in very large volumes, so there is a chance the number of returns requested may be higher than someone who doesn't buy as much. It is also very frustrating that ****** is shipping out such a high percentage of damaged items and ********* items. I always take a picture of the items that arrive ******* so that I can show the condition of the items when they arrive, but it is still such a ****** to spend so much time trying to get ****** to do the right thing. Since ****** has closed all stores in our state, consumers have no option but to conduct purchases and returns via online and shipping. To avoid taking responsibility for ******* and ********* ***** is not a fair business practice for the consumers side of things. We have no control over ********* poor quality ******** ********* size chart measurements or inaccurate website descriptions. As an online consumer, I have to put good faith in fair business practices and it should not be my financial responsibility when the business offers items that fail to meet reasonable product standards and/or their online descriptions. For the last two items (mentioned above), I was denied return shipping labels and am now forced to pay for shipping for items recieved defective and used. I will include a screen shot of one such denial as well as pictures of the above referenced items. Thank you

      Business Response

      Date: 11/18/2022

      Business Response /* (1000, 5, 2022/11/07) */
      Spoke with Guest and apologized for experience. Guest was provided with an appeasement for her concerns.

    • Initial Complaint

      Date:09/09/2022

      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 have attempted to contact *********** *** about a return, but I keep getting disconnected from their side. No one is replying to my emails.

      Resolution desired: I need one Return shipping label so that I can ship back these returns and get a Refund to my original payment method.

      Re ShopDisney Orders:
      XXXXXXXXXX, XXXXXXXXXX, XXXXXXXXXX, XXXXXXXXXX

      I need to return the following items and would like to use one box and one shipping label:

      From Order #XXXXXXXXXX
      Placed 9/1/2022 at 10:53 PM PT

      1. ****** and ******************************** Calendar
      ID: XXXXXXXXXXXX
      Quantity: 1 at ******
      ******

      2. ***** Costume for Adults *********************************************************
      Sally Costume for Adults *********************************************************
      ID: XXXXXXXXXXXX
      Size: M
      Quantity: 1 at ******

      From Order #XXXXXXXXXX
      Placed 9/1/2022 at 10:09 PM PT

      3. ******************* Bookend Set - Walt Disney World
      ID: XXXXXXXXXXXX
      Quantity: 1 at ******

      4. ******************* Cheese Board
      ID: XXXXXXXXXXXX
      Quantity: 1 at ******

      5. ************ Comforter and Sham Set - Twin / Full / Queen - *******************
      ID: XXXXXXXXXXXX
      Size: Queen
      Quantity: 1 at ******

      From Order #XXXXXXXXXX
      Placed ********* at 9:26 PM PT

      6. *************** Mummy Plush - ************************** - Small 9 3/4''
      ID: XXXXXXXXXXXX
      Quantity: 1 at ******
      ******

      7. ********************** Toy Set - Star Wars
      ID: XXXXXXXXXXXX
      Quantity: 1 at ******
      ******

      8. *********** Costume for Adults -***************************
      *********** Costume for Adults -***************************
      ID: XXXXXXXXXXXX
      Size: M
      Quantity: 1 at ******

      From Order #XXXXXXXXXX
      Placed 8/28/2022 at 11:21 AM PT


      9. **************** Costume for Toddlers -***************************
      ID: XXXXXXXXXXXX
      Size: 3T
      Quantity: 1 at ******
      ******

      10. *************** Costume for ****************
      The *********** Costume for ****************
      ID: XXXXXXXXXXXX
      Size: 5/6
      Quantity: 1 at ******

      Business Response

      Date: 10/07/2022

      Business Response /* (1000, 5, 2022/09/16) */
      We have set up a return for the Guest. Once items are returned we will issue refunds for the item. Called Guest 2x and left voicemails for a returned call.


      Consumer Response /* (2000, 7, 2022/09/16) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      Thank you. I returned the items. Attached is the receipt.

    • Initial Complaint

      Date:08/22/2022

      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.
      I called the Disney store at 226pm on 8/22, to hold a baby yoda back pack and lunch box. Upon arrival at 7pm at checkout, I was told the price was ** ******** the backpack was on sale online for 20 and lunch box was 12 and the stainless steel cup was ****** But at checkout it was about a 30 difference. I asked the representative at the cashier about the sale, they said it was an online sale that did not apply in store. I traveled a long distance to make sure I purchased this item only to be told they do not honor sales. I left the store and they said I could place the order online and as I left the store on my way home the baby yoda lunch box was sold out. I recalled the store to place this on hold. To only pay an extra fee and purchased only the 20 backpack sale with shipping fees that could have been avoided had they honored the online price.

      Business Response

      Date: 09/12/2022

      Business Response /* (1000, 5, 2022/08/31) */
      We have spoken to the guest and have assisted the guest to her satisfaction.

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

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