Complaints

This profile includes complaints for Walt Disney World Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Walt Disney World Company

  P O Box 10000 Legal Department Lake Buena Vista, FL 32830

• 

  Walt Disney World Company

  P O Box 10345 Lake Buena Vista, FL 32830

• 

  Walt Disney World Company

  200 Animation Way Orlando, FL 32830

• 

  Walt Disney World Company

  P. O. Box 10000 Lake Buena Vista, FL 32830

• 

  Walt Disney World Company

  1950 Magnolia Palm Lake Buena Vista, FL 32830

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:03/11/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

   
  Complaint: 21419541
  
  I am rejecting this response. This response clearly shows the lack of empathy and that Disney World doesn't care at all about its customers---whoever responded did not even read the original complaint. 

  In the initial complaint, I mostly asked for 2 things:

  1. A refund---that has hit my bank on 3/14.

  2. An explanation from Disney World why my order went through (credit card charged, ticket issued) and then cancelled without ever alerting me that it was cancelled. That includes three or more parts:

  a) why it was cancelled in the first place? I didn't ask for the cancellation and I don't think you can cancel at all given the tickets are refundable. ****** from Ticketing Escalation told me tickets can only be cancelled at the request of customers when there is extraordinary circumustances. I could only assume the same rule applies to Disney World. What extraordinary circumustance resulted in this cancellation?

  b) Why was I *never* notified that the tickets were cancelled? For three tickets, Disney World charges more than 450 dollars per day. The ************ opens from 8am to 11pm (a total of 15 hours). That means more than 30 dollars per hour. Had I found out about the cancellation at the gate that morning and given that I spent 3 hours on the phone with customer service, I would only be able to get in after 11am, losing more than 90 dollars. In addition to that, there is no way to enjoy the most popular rides if one gets in at 11am. Granted that this didn't happen, however I still lost 3 hours in the evening before my trip to Disney World. My family was exhausted from lack of proper rest that night. I am not letting this happening to anyone else.

  c) Why was my call to customer service transferred to Park Security, not once, but twice. It could easily be three times had I not stopped the third agent I talked to.

  The response said I talked to Cast Member on 3/11. I don't know what "Cast Member" is. I talked to plenty of people that day on the phone. 3 Hours!! Go figure!! However, none of those people I talked to were able to provide *any* explanation. Nor did they even apologize!!! 

  Sincerely,
  
  *********************

  scalation. The agent who picked up was ****** who refused to give me his last name or his employee ID number. ****** told me that the order was cancelled, but couldnt say anything about the reason for cancellation, just kept repeating that it was cancelled and that I have to rebook. When I asked why I didnt get any email notification or any notification at all for the cancellation, he said usually cancellation emails are not sent. I then asked him could he please send me an email as proof of cancellation, he said he couldnt. I dont know if this is business fraud, but definitely it is business misconduct. When Amazon cancels your order, you get an email as proof of no-service/product. Apparently, Disney does not do that. ****** told me that the entire amount is going to be refunded, but again cannot give proof of such refund having taken place.I contacted my bank. At the time of calling, no refund has been issued.

  Business Response

  Date: 03/18/2024

  Thank you for contacting us on behalf of ************.
  
  Our records indicate that ************ spoke with a Cast Member on March 11, 2024 who appropriately addressed his concerns. 
  
  Kindest regards, 
  
  Guest Experience Support & Solutions
  **** Disney World Resort 

  Business Response

  Date: 03/20/2024

  Thank you for your correspondence.

  We apologize for **************** continued frustrations. Please know these concerns have been appropriately addressed.

  Kindest regards,

  Guest Experience Support & Solutions

  **** Disney World Resort 

  Customer Answer

  Date: 03/20/2024

   
  Complaint: 21419541
  
  I am rejecting this response. 
  

  Addressed how??? Did ***** and ****** say it was addressed? Did **** use her magic?

  Thats it. BBB staff, can you please **** this as unresolved or anything thats equivalent? 
  

  I am taking it to ************************ and my state attorney general. I am also posting my experience to every known social media.

  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/09/2024

  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.

   
  Complaint: 21411212
  
  I am rejecting this response because: The cast member did not adequately address my issue. Both cast members I spoke to were rude and extremely unempathic. I had to give up my very expensive park ****** option or spend an additional $500. Again your app that will NOT allow me to make reservations before buying tickets and literally tracks every move my entire travel party is making should not allow reservations if the tickets have expired. And for $3200 + genie+ and traveling with a person with disabilities (had DAS passes) tickets should not expire that quickly! My special needs child had an awful experience at the parks and had a very hard time returning in the extremely short time frame. 

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

  at knows EVERYTHING wouldn't know if my tickets expired, but somehow knew not to allow me to make reservations before buying tickets. After escalating to a manager I was told it would be over $500 to exchange my unused portion of tickets for the same exact tickets on 3/4. Disney is absolutely disgusting and has no magic left what so ever. They are NOT friendly for those with special needs and I could barely convince my disney obsessed child to finish our remaining tickets. Genie+ barely gets you 2 extra rides a day. Magic Kingdom takes over an hr and 3 modes of transportation from the parking lot to the entrance! It's ridiculous and not one person ever mentioned what that process would be like. It was terrible and how I was treated by phone was despicable. I will never return and would never spend another ***** on anything disney.

  Business Response

  Date: 03/15/2024

  Thank you for contacting us on behalf of ****************.
  
  Our records indicate that **************** spoke with Cast Member in person on March 4, 2024 who appropriately addressed her concerns. 
  
  Kindest regards, 
  
  Guest Experience Support & Solutions
  **** Disney World Resort 

  Business Response

  Date: 03/20/2024

  Thank you for your continued correspondence on behalf of ****************.

  We are sorry to learn of ******************** continued disappointment. **************** did speak with several Cast Members both by telephone and at our Theme Parks and was provided the appropriate assistance for her concerns.

  Kindest regards,

  Guest Experience Support & Solutions

  **** Disney World Resort 

   

• Initial Complaint

  Date:03/06/2024

  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.

  To whom it may concern,My brother, along with my 2 kids and I drove from ************** to ********* ******* to have a magical time at Magic Kingdom on 3/1/2024. I was initially very apprehensive about bringing who is an autistic, as well as diabetic brother, to such a huge park, but we were reassured by many that he would have no issues having a good time as Disney is very inclusive. Our trip ended up being anything but magical. We arrived at the park midday as I had to prepare myself to take on an infant, a toddler, and special needs brother. I brought along two strollers to accommodate the insulin that my brother is required to have, and kept it located in an insulated cooler. I purchased fast passes to help the day go smoother, and we decided to book the tea cups attraction. I navigated to the designated stroller section and spoke with an employee confirming this was the correct area to park the strollers. I advised the employee that we had insulin that we needed to make sure my brother had access to, and the employee reassured me that I was parking the strollers in the correct place. After getting situated, I once again stressed to ANOTHER employee that we had important medication, and wanted to again confirm that we were in the correct area and was reassured a second time that we were. We then went ahead to the tea cups attraction. Unfortunately, after navigating back to the stroller section we had originally left our strollers at, they were not there. I immediately started looking around and could not locate either of the strollers. After an HOUR of looking, a park employee noticed our distress and helped us locate our strollers which were parked in a completely different area, nowhere near the tea cups. The employee apologized but became very annoyed and frustrated after I explained how this was in no way okay. She also could not offer an explanation as to why the strollers were in a completely different area so far away from the tea cups attraction. At this point, my 2 month old was screaming, as she was due to eat an hour before. The chaos threw my autistic brother into a bad episode, as losing his insulin was very alarming to both of us as he was also due to take his insulin after the tea cups attraction. It took over an hour to calm everyone down and I was not able to get my brother back into a positive mindset. This situation occurred after only riding TWO attractions and my family and I eventually decided to leave the park early and in tears as it was a stressful situation for everyone. We were able to ride a few rides but it was not the experience we expected or should have had while visiting Disney. There is no excuse for our strollers having been moved so far away when I was reassured by 2 park employees that they were in the correct area. I promised my family an unforgettable experience, and instead was met with a stressful situation. I felt our tickets and fast passes were a huge waste, and it was very disappointing as a mother, and a sister to have my family experience the opposite of what was expected out of a trip to Disney. With the hotel, rental car, and money spent in and out of the parks, at the other Disney properties I dont feel that we received the best Disney has to offer.

  Business Response

  Date: 03/07/2024

  We are sorry to hear of ************************ concerns with her recent visit. For further assistance, we would invite her to contact us directly at **************************************************************** A Cast Member will be happy to address her concerns. 
  
  Kindest regards,
  
  Guest Experience Support & Solutions
  **** Disney World Resort 

• Initial Complaint

  Date:03/05/2024

  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 left my toiletries and medication at ************ in ***** in Disney World on 4/3/24, the toiletry bag has been found and Disney will not return this medication to me unless I fill out and send multiple forms.I have already filled out a form and sent it in and was given a Lost Report ID: ******************************* said they do not recognize this number, it was sent on a Disney Letter Head.Disney wants me to fill out the same form and send it to them again because they have to follow procedures.Please help me, the medication in this black leather toiletry bag is life sustaining medication. The bag is about 8 inches long and 4 inches deep.Please help me.

  Business Response

  Date: 03/07/2024

  Thank you for contacting us on behalf of ****************.
  
  Please know, the ************, while located on **** Disney World Resort property, is not owned or operated by the **** Disney World Resort. For this reason, we are unable to assist further with this concern. We would advise **************** to continue reach out to the ************ directly for further assistance with retrieving his items.
  
  Kindest regards, 
  
  Guest Experience Support & Solutions
  **** Disney World Resort

• Initial Complaint

  Date:02/27/2024

  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.

   
  Complaint: 21356403
  
  I am rejecting this response because: I have reached out on MULTIPLE OCCASIONS to gift card guest services. This includes: 2 emails to ************************************************* 2 requests to their general concern inbox in the disneygiftcard.com. Many calls to the gift card services who tell me there is nothing they can do. 
  

  This is incredibly disappointing.
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 03/04/2024

  Thank you for contacting us on behalf of ********************.
  
  We are sorry to learn of the frustrations ******************** has encountered in her attempts to replace her Disney Gift Card. Please know, we are unable to assist with this matter, as all concerns related to the Disney Gift Card are handled exclusively by Disney Gift ********** Services. We would encourage ******************** to continue to work with them to resolve this concern.
  
  Kindest regards,
  
  Guest Experience Support & Solutions
  **** Disney World Resort

  Business Response

  Date: 03/05/2024

  We are sorry to learn of the frustrations ******************** has encountered in her attempts to replace her Disney Gift Card. Please know, we are unable to assist with this matter, as any concerns related to the Disney Gift Card are handled exclusively by Disney Gift ********** Services. We would encourage ******************** to continue to work with them to resolve this concern. 

• Initial Complaint

  Date:02/20/2024

  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.

  This regarding package ******** for one room at Disney Beach Club resort for stay between 02/03/2024 to 02/10/2024 for 1 adult and 1 child. This was booked directly thru Disney thru their registered travel agent after disclosing to the agent and again at the resort guest services that I will have friends come over and hang out with me at the resort. I had one friend hanging out with her 2 kids be harassed at the pool stating pool exclusivity for registered guest only. After trying to resolve this issue with Disney thinking that it should have been a mistake and being given the runaround, I have uncovered this billing fraud. I have been charged by Disney for a 5 adult plus 1 kid occupancy room, but conveniently never informing me of my rights to add 4 more occupancy to the room at the same price and instead denying my guest's pool access at the tail end of my vacation. I would like a 60% refund on my room rate as this was booked directly thru Disney agent after disclosing the intention of my friends coming over to hand out at the pool. I can also provide Disney customer service communication on their insistence of pool exclusivity to Beach club guest only (it probably is not necessary as they stand by it).

  Business Response

  Date: 02/27/2024

  Thank you for contacting us on behalf of **********************.
  
  Our records indicate that a Cast Member spoke with ********************** on February 18, 2024 and addressed her concerns at that time.
  
  Kindest regards, 
  
  Guest Experience Support & Solutions
  **** Disney World Resort 

• Initial Complaint

  Date:02/10/2024

  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.

  Went to *** on 2/6/24 purchased a 2 day ticket for MK and *****************. First day in magic kingdom was so packed didnt get to do much, 2nd day Hollywood also packed at 1pm we were waiting in line at a ride and expressed our concerns to a cast member who suggested we get Genie +. Cast member said we get this and we dont have to wait in line. Failed to tell us that we have to make reservations and since it was already 1pm most reservations would be booked. Complete waste of money as we only got to do 1 ride with ***** +. Toy Story mania broke down while waiting in line and Star Wars rise also broke down. We are requesting a refund of genie + since we werent told all the info and didnt get to use it based off incorrect info from cast member.

  Business Response

  Date: 02/19/2024

  Thank you for contacting us on behalf of **************. 

  Our records indicate that a Cast Member reached out to ************** on February 13, 2024 and fully addressed her concerns at that time. 

  Kindest regards, 

  Guest Experience Support & Solutions

  **** Disney World Resort 

• Initial Complaint

  Date:02/08/2024

  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.

  We booked a Disney reservation with a $200 deposit, we requested cancellation and refund. They are refusing to refund us because our bank account was closed so we needed a different way to refund us, they are refusing our money and it is absolutely sickening

  Business Response

  Date: 02/13/2024

  We are sorry to learn of ****************** frustration. We would advise her to reach out to us directly at *************************************************************** and a Cast Member will be happy to assist her further. 
  
  Kindest regards, 
  
  Guest Experience Support & Solutions
  **** Disney World Resort 

• Initial Complaint

  Date:02/03/2024

  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.

   
  Complaint: 21243526
  
  I am rejecting this response because:

  I emailed the new email address provided for support and I have not heard back from anyone.

  
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/08/2024

  Thank you for contacting us on behalf of *****. Our records indicate that a Cast Member contacted the Guest on February 7, **** and advised that their correspondence is being handled with our Guest Claims team. We have no additional information to share at this time.

  Business Response

  Date: 02/27/2024

  Margoletta (Disney Parks)

  Feb 27, ****, 12:35 PM EST

  Dear Better Business Bureau,
   
  Thank you for contacting us on behalf of *****************************. 
   
  Our records indicate that a Cast Member contacted the Guest on February 21, ****, and the Guest accepted the compensation that was offered.
   
  We hope you have a magical day!
   
  Kindest regards,
   
  Margoletta
  Sales and Solutions 
  **** Disney World Resort 

• Initial Complaint

  Date:02/03/2024

  Type:Customer Service 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.

   
  Dear Better Business Bureau,
  
  I have reviewed the response made by WDW in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I was contacted by Guest Experience Support and Solutions at Disney who have granted my request for a refund. 

  I have been told the refund will take up to 10 days to process. I now consider this matter resolved. 

  Thanks for your assistance. 

  Sincerely,
  
  *******************

  ith the same result. I called asking for a supervisor and this also cut off when on hold. I called asking if I could have someone for the escalation team call me - that request went unanswered with no call coming in. After several attempts at contacting Disney and not being able to get beyond the initial agent that answers. I issued a chargeback request with my bank - to which Disney has said that I have the product I paid for. The tickets are unused and were dated - in fact we ended up going to another park which had no such restrictions as a result of not getting into Disneyland.Disney is refusing to give me back my money for tickets that we were not able to use.

  Business Response

  Date: 02/12/2024

  Thank you for contacting us on behalf of Mr. ******************** 
  
  Our records indicate that a Cast Member contacted Mr. *******************;by phone and/or email on February 9, **** and appropriately addressed his concerns at that time. We would invite Mr. *******************;to reach out to the appropriate department to answer his additional questions at the contact information provided in that correspondence. 
  
  Kindest regards, 
  
  Guest Experience Support & Solutions **** Disney World Resort

  Business Response

  Date: 02/12/2024

  Thank you for contacting us on behalf of ************************ 
  
  Our records indicate that a Cast Member contacted *********************** by phone and/or email on February 9, ****, and appropriately addressed his concerns at that time. We would invite Mr. *******************;to reach out to the appropriate department to answer his additional questions at the contact information provided in that correspondence. 
  
  Kindest regards, 
  
  Guest Experience Support & Solutions **** Disney World Resort