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.

close

Find a Location

Walt Disney World Company has 15 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Walt Disney World Company

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

• 

  Walt Disney World Company

  2101 Epcot Resorts Blvd Lake Buena Vista, FL 32830-8442

• 

  Walt Disney World Company

  Walt Disney World Resort Orlando, FL 32830

• 

  Walt Disney World Company

  1991 West Buena Vista Drive PO Box 10000 Orlando, FL 32830

• 

  Walt Disney World Company

  1180 Seven Seas Dr Orlando, 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:09/02/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  The week of June 5, 2022.
  Disney Memory Maker.
  First off, I want to say, we love Disney and am sad to even have to resort to this.
  Disney has many notes and emails about my family and I not getting part of the service we paid for with Memory Maker. There were FIVE major photo moments where Disney failed to provide their services that they typically provide. The reason they did not provide this is because they were in the middle of switching between human photographer to stationed computer/digital photography. It was not a covid issue. It was Disney's choice to switch their product and test it during patron hours. We waited on line for 4 princesses and Olaf at different parks only to be told right before meeting the princesses that we would have to take our own photos with our own phones. My 2 year old daughter has overcome so much and we came here to celebrate her life and wanted quality, long lasting images. Disney chose to False advertise their service full well knowing they were switching services by their own choice and as planned but failed to tell the customers. I am also missing one of out ride photos. (We were missing Mickey photos but finally received those and that was dealt with already.
  We were granted tickets to Disney to use in 5 years because of a seperate matter. We are not using them in 5 years. We are going back to Disney in 2 weeks because we want to capture our daughter in this moment. She has surgery again in October and want this complete before then. And yes I'm serious. This is our life. This is our situation. I can't believe that Disney won't provide a refund or redo of the photos. I have spoken to several employees but a guest relations person said they did a thorough investigation and said that their rule is they don't give refunds for missing photos. MY PHOTOS ARENT MISSING, they were never taken by Memory Maker. I was not provided the services that was advertised. I'm sorry and sad for this and hope things get sorted.
  

• Initial Complaint

  Date:08/30/2022

  Type:Billing 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.

  Purchased Ticket July 2, 2022
  confirmation number ************
  Disney Magic Kingdom Florida
  Date attended 08/27/2022
  

  Business Response

  Date: 10/11/2022

  Consumer Response /* (2000, 8, 2022/09/14) */
  Good morning,
  Yes, Disney has gotten to me. They had honor my request. At this point. I am satisfied with the out come.

• Initial Complaint

  Date:08/26/2022

  Type:Billing 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.

  Hotel confirmation ************* This stay had various issues that were substantial.
  
  On 7/17 a cast member entered our room unannounced and scared my two children while they were napping and I was naked in the bathroom. I was told by the cast member that the reason for the unannounced intrusion was due to my refusal of housekeeping on 7/17 earlier that day. I never refused housekeeping. My children are still afraid someone is going to come in their room while they are napping.
  
  Various items inside the room did not work too.
  
  Every single day we needed to go to the front desk to get a new key to the room and have our magic bands reprogrammed. Every day. We would leave and go to the parks, pool, ext and we would go back to the room and then need to go back to the front desk. Our 7/20 I was told that somehow the system checked us out a day early and we needed management to actually walk us up to our room every single time we left in order to be let back in. If we left the room we would be locked out even though the room was fully paid up until 7/21.
  I have been dealing with a person named Kelly Z**** from disney in regards to these issues. The number she provided was ************. I have tried calling the number listed numerous times with no answer I have been calling DVC and disneyworld trying to find someone to talk to but no one seems to know. This agent will not reply for weeks on end.
  One of the major issues with my past stay was that my bank card was charged without my authorization on 7/19 for $2606.50 and 7/21 for another $2606.50 (Total $5213) my reservation was paid in full before my trip. These unauthorized authorizations caused my car payment to be returned and a subsequent late payment that processed to my credit file. This late payment is holding up the refinance of my house.
  I also need the Hotel Folio ID ********* to match what was paid and when it was paid. The folio does not match payments and credit on my bank account.
  

  Business Response

  Date: 10/26/2022

  Business Response /* (1000, 5, 2022/09/05) */
  ******* and I spoke on the phone concerning his Billing issue. The service issues are not addressed by the Billing team and he needs to reach out to the Guest Services team via email to address service concerns. When checking in, Guests give permission to the Walt Disney World Resort to authorize payments for owed services. ******* gave his approval for payment authorizations during the Check In process. Therefore we cannot write a letter saying there were unapproved authorizations.
  
  
  Consumer Response /* (3000, 7, 2022/09/06) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The terms and conditions for the online checkin which I have attached did not give Disney the authorization to charge my card in excess of $5213. My room was paid in full before the stay by 6/27/22. The total amount due for my stay was $7524 of which a deposit of $7524 was already paid. There was no hotel reservation balance due the only thing they were allowed to authorize my card for was hotel charges, parking fees, extensions of your stay, smoking recovery fees and property damage or loss. Which I was not charged for those items I was authorized a total of $12,737 for my hotel reservation which was an amount I did not authorize as my hotel balance was already paid. They had no legal right to authorize my card in excess for a balance due on my hotel reservation. I was also offered $600 in additional compensation by a Kelly Z**** of which that email is attached. I accepted that $600 however, they never processed it.
  
  
  Business Response /* (4000, 9, 2022/09/14) */
  Thank you for contacting us on behalf of ******* *******. Our records indicate that a Cast Member contacted ******* ******* on August 26, 2022, and appropriately addressed his concerns at that time.
  
  Kindest regards,
  
  Services & Solutions
  Walt Disney World Resort
  
  
  Consumer Response /* (4200, 11, 2022/09/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They didn't resolve anything. The $600 that I was offered was still not processed back to me. The only thing the cast member said on the phone was they could not send me the letter because the terms and conditions said they were allowed to charge my card. The terms and conditions that I attached do not give them the authorization to charge my card in excess of the room reservation and they have still not made good on their word. At this point I would like a 100% refund
  
  
  Business Response /* (4000, 22, 2022/10/02) */
  Thank you for contacting us on behalf of ******* *******. Our records indicate that a Cast Member contacted the Guest several times between August 25, 2022, and September 19, 2022. Mr. ******* has been advised he was refunded $600.00 to Visa ending **** on September 19, 2022. We have no additional information to share at this time.

• Initial Complaint

  Date:08/23/2022

  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.

  We purchased a 500$ Disney "gift card" to use towards our park visit in July. On 6/23/22 I purchased 4 tickets via Disney's site. When I hit complete purchase I got a "oops this page". They did charge my Visa the remaining balance so something went through. The next 6 days my wife and I spent no less than 10 (yes ten) hours on hold or talking to a Disney customer "service" employee. We needed the 500$ to go back on the gift card so we could purchase the tickets. No one could help. The repeated phrase was "we can't do anything" even after it was explained this was a time sensitive vacation with only so many days left the visit the Animal Kingdom as we were leaving on Friday July 29th. The 500$ wasn't returned until the 28th not leaving time to get to and purchase tickets. We wasted 1000's in lodging and travel expenses. The entire point of the trip was a day at animal kingdom for my sons. The customer services experience was laughably poor and the worst of my 48 year life. For Disney credit or whatever you call it to have so much trouble putting the money back (into their own credit card) that they clearly took out is unfathomable to me. The lies, phone games, and runaround from customer service was sickening. It was also to celebrate my sons 9th birthday making it all worse.
  

  Business Response

  Date: 10/24/2022

  Consumer Response /* (2000, 16, 2022/09/23) */
  They contacted me and made things right. I thought it was a response to my BBB complaint.
  She didn't mention it, but I assumed it was.
  
  *********

• Initial Complaint

  Date:08/22/2022

  Type:Product 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.

  I purchased a 50th anniversary Loungefly backpack at Walt Disney World about two months ago. The bag has started to break with the strap falling off. I contacted Disney about the defective product and was told that I was outside the return window and there was nothing they can do. The product I purchased was defective and broke soon after purchase. A $75 backpack should not break that quickly and I am extremely disappointed in the level of service I received. I have been going to Disney for years and am very upset by how they handled this issue. My product should never have broke that quickly and I will never purchase from Disney again if this is how they treat an expensive bag purchase.
  

  Business Response

  Date: 10/04/2022

  Business Response /* (1000, 5, 2022/09/01) */
  Dear ***************
  
  Thank you for contacting us on behalf of*************. Please know that I reached out to her today and she indicated that shortly after sending a message to the Better Business Bureau, she heard back from our Merchandise Guest Service Team and her concern was appropriately addressed her concerns at that time.
  
  Thank you for writing to us.
  
  Kindest regards,
  
  Maria K********
  Services & Solutions
  Walt Disney World Resort
  
  
  Consumer Response /* (2000, 7, 2022/09/07) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:08/20/2022

  Type:Customer Service 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.

  Reservation******** # I have tried to call mulitiple times. Even the supervisor, Erahtha, stated that he does not care about our expierience, contact corporarate at the email, [email protected]. To which we did, no email or contact back. Literarally', over $20,000 and the hotel refuses to speak to us? No call or e-mail from coporate. What they did to us was disgusting.
  

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 5, 2022/08/31) */
  Guest first wrote to WDW at [email protected] on August 16th, 2022. I replied to Guest on August 24, 2022 asking for further information from the Guest. Guest has not responded to message.
  
  
  Consumer Response /* (3000, 7, 2022/08/31) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Unfortunately, we have not received an email response from the email I sent on 8/16/2022; However, my wife has been emailing someone via email. Additionally, phone numbers were left by both my wife and myself, with no return call. It has been extremely difficult getting a resolution for our concerns.

• Initial Complaint

  Date:08/15/2022

  Type:Customer Service 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.

  WDW Guest Services has no contact number and can only be directed through email. My issues have been ignored and brushed off. Linda R****** stated she serviced me when I had no contact from Guest Services and after this complaint she reached out with a "nothing I can do email" where at this point I have emailed her back and left a voicemail where she has now directed me elsewhere with no actual follow up back. The lack of prompt and accurate customer service has only added to my prior frustrations. As a single mom- my time is limited and time is money. I am honestly disgusted with everything Disney has offered or should I say lack their of.
  
  Called 7/28 and emailed
  Emailed 8/2
  Emailed 8/4
  Emailed 8/8
  Emailed 8/12
  Emailed 8/15
  
  After years of visiting Disney World, at least once or twice a year this last experience unfortunately was not magical.
  
  
  Issue #1- flight was cancelled and when I called Friday to request a refund on the room for that night on 6/10 as we arrived on Saturday morning 6/11- I was told I would have to wait until after my stay was complete for the week for a refund. No refund has been applied.
  
  
  Issue #2- after less then 24 hours at Disney we dined at the Satuli for lunch on 6/12 where my son experienced food contamination from his meal (only one who had this meal) where he then proceeded to be sick the entire visit which then lead to 1.5 months of unresolved bowel issues that lead to stool sampling with his pediatrician - he is only 5 years old. We left the park immediately after lunch.
  
  
  Issues #3- each dining reservation we already had in place for our entire party for the rest of the trip- I was forced to pay for a $30 plus meal for my son even though his body could not handle any food and was on a strict liquid/brat diet. When I advised each waiter they stated I had to "pay for the experience" even though my son was sick and miserable and we had other people in our party who were in fact getting what they paid for and it was unnecessary to
  

  Business Response

  Date: 10/24/2022

  Business Response /* (1000, 16, 2022/09/26) */
  The Guest was contacted via email several times. She was also contacted by phone on September 1, 2022 but she was not able to talk. She was again called on September 2, 2022 but there was no answer. She was refunded for the first night's stay as she requested. She was also requested to send the receipts for the meals she mentioned having concerns with. ****** was again invited to call to discuss further. ****** did not respond to email nor phone call. (Attached) Email response was again sent to ****** for more information.
  
  Please let us know if anything more is needed.
  
  Kindest Regards,
  
  Linda R******
  Services & Solutions
  Walt Disney World Resort

• Initial Complaint

  Date:08/15/2022

  Type:Product 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.

  We attended the Mickey's Not So Scary Halloween Party on Friday, August 12th. It was a complete disaster for our family. Our primary reason for attending was to attend the Halloween shows, to see the Halloween fireworks, and to meet Disney characters in costume. The shows didn't happen because of weather. The fireworks were delayed, but we were given no proper warning to get back in time to see them. The lines for meeting characters and getting candy were unbearably long. We had a magical week at Disneyworld, but this event cost an extra $600 and we did nothing. I have since heard that even though the event was non-refundable, many have been able to either move to another date or get a refund if they went to guest services (this was of course not promoted though). I sent an email, but it's been over 2 days and I haven't gotten a response (and according to fan Facebook groups, I probably won't... or it will be months later). I am already back home in Baltimore and going in person to a guest services office is not an option. I would greatly appreciate having my hard earned money returned (they already got more than $10,000 from me last week... but the $600 on this awful evening really bothers me). Thank you.
  

  Business Response

  Date: 09/12/2022

  Consumer Response /* (2000, 8, 2022/08/30) */
  Disney refunded my money and I am satisfied with the results. Thanks! -*********.

• Initial Complaint

  Date:08/08/2022

  Type:Customer Service 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.

  On Monday, 7/25, I spoke with someone in Research and Billing for Walt Disney World regarding two different reservations that I had made. The first reservation was made through a travel agent (Reservation Number:*********) and that ended up getting cancelled due to "no payment". When I checked into Art of Animation this is when they told me my reservation had been cancelled and I needed to re-book an entirely new package through Disney Travel, so that's what I did (New Reservation:*********). When I tried to explain that I have proof of payment through bank statements, the employee didn't seem interested.
  
  We had a second group coming in with us who also had a reservation for 7/27 that was also booked through the travel agent (Reservation Number: ********* whose stay was also canceled due to "no payment". However, I have proof of this payment as well.
  
  When I spoke to the person in Research & Billing, I asked her if it would be possible to issue a refund on the original two reservations since I've essentially paid twice now as well as the second group paying for a service that they essentially did not receive. She then stated that she would have somebody look into my case and get back to me.
  
  I've sent 3 follow up emails to guest services as well as been on hold multiple times for over an hour and a half with no response.
  
  The first reservation was paid $2,442.69 and the second reservation was paid $1,092.78.
  
  We are requesting a full refund.
  

  Business Response

  Date: 11/07/2022

  Business Response /* (1000, 16, 2022/10/03) */
  Thank you for contacting the Guest Service Billing department.
  
  We reached out to Guest ****** ***** via email on September 20, 2022 and addressed her concerns. We advised the Guest to contact us by phone if there was any other questions regarding her inquiry. As of today, the Guest has not reached out to us. This is in response to:
  
  BBB Complaint Case#*****************************************
  

• Initial Complaint

  Date:07/26/2022

  Type:Billing 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.

  My husband and I took a vacation to Walt Disney World in Florida in June. We prepaid for the hotel. Attached are the statements I sent to ********** showing the prepayment.
  Upon returning home, we had a charge from WDW on our ********** ******** Airlines ******** credit card for $412.27. The charge was labeled as lodging so I provided the evidence the hotel was prepaid. Disney came back and stated the charge was for merchandise and ********** wanted me to provide proof I paid for the merchandise with another form of payment. The charge for "merchandise" was shown to be on June 12th but we did not shop on this day. We were returning home. I checked all my receipts to be certain and there were no large purchases for this amount during our stay at WDW. I explained this to **** and they still denied my dispute on the charge. We did not purchase anything at WDW for this amount and do not feel it is fair to have to pay this. **** is not charging us interest on this amount. I also filed a complaint with WDW and they never responded to me.