Business Profile

Amusement Parks

Walt Disney World Company

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

240 total complaints in the last 3 years.
71 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.

Initial Complaint
Date:10/06/2024
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.
WCRX99515151 We booked these tickets in May 2024. Today the state of ******* has issued a state of Emergency for this area and we are no longer able to travel this week as intended. These tickets were scheduled for the end of our trip on 10/14 and 10/15. The hotel and flights have been accommodating and understanding that we are not able to travel from **** to a hurricane area. However, 2 calls to Disney today have been unsuccessful in offering a refund because they believe we should be able to there.
Business Response
Date: 10/15/2024
Dear Casey,

We received your notice of complaint from the Better Business Bureau and wanted to reach out to you.

The refund for your Mickey's Not-So-Scary Halloween Party Tickets was processed on October 9, 2024 to the original method of payment. We appreciate your patience as this refund may take up to ten business days. Should you have any questions you may reach out directly to our Billing Department at 407-828-5630.

Please know that you will receive a survey invitation within 24 hours regarding our service and we value your feedback.

I hope you have a great rest of your day.

Kindest regards,

Nancy Rogers
Guest Experience Support & Solutions
Walt Disney World Resort
Customer Answer
Date: 10/15/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22386623, and find that this resolution is satisfactory to me.

Sincerely,

Casey Pries
Initial Complaint
Date:09/28/2024
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.
I recently stayed at the ********** resort from 9/18-9/22/2024. Our check in wasnt even ready at 3pm and we waited around until closer to 4pm to get our room. We had requested a king bed but got two queens instead.We paid for a resort view and were given a construction view. We didnt care because we would be at the parks during the day. However, the crews worked all night long, drilling and using heavy machinery and it was all we could hear. I visited the front desk at 3am after listening to it for hours and the best she could do was tell security to tell them to be quiet. Which lasted for 15 minutes before starting again. We were up the entire night! This is absolutely unacceptable for a luxury resort. If you want to put people in a room for construction, have the decency to tell your customer and discount the room. I still paid 800+ per night. I visited the front desk twice and she kept having me wait while she talked to a manager and then would come out and tell me security will handle it.We were moved rooms but I still feel like we at least deserve a refund for the night of h*** and then having to repack and move rooms with two little ones. I have reached out and have not gotten any response from Disney. This is not a deluxe resort in the least. The price is not worth the amenities
Business Response
Date: 09/29/2024
Guest has reached out to the ************** Team with the same concerns. A Cast Member will address the Guest's comments directly with the Guest and provide assistance.
Customer Answer
Date: 10/03/2024

Complaint: 22354091

I am rejecting this response because:
I was offered a free night at a deluxe hotel with a resort view. I now know that resort view means construction view. I also just spent over $8k on our vacation so an offer for one night is just a ploy to get me to spend thousands more there. My experience at a deluxe hotel was not worth the money so why would I go back at this point when they have done nothing to make up for my terrible experience.
My issue is the horrible experience I already had that I paid for. No customer should be subject to all night construction noise. Even the website says noisy work wont start until after 9am. I guess drills and heavy machinery arent considered noisy. It also would have been nice to know we were getting a construction view for the cost, which wasnt discounted at all for that like most nice hotels do.
Sincerely,

******* ******
Business Response
Date: 10/13/2024
Thank you for contacting us on behalf of ***** ******. Our records indicate that a Cast Member contacted ***** on October 11, 2024 and appropriately addressed her concerns at that time.
Initial Complaint
Date:09/23/2024
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 been trying to get Not So Scary tickets for a couple days and I kept getting an error when checking out. Today I try again and the dates are gone. *** already bought airline tickets and costumes for this event. They need to add more tickets and dates how is it possible to sell out more than a month before the event. Terrible. I been trying to get tickets for October 23 and 24th and now I have airline tickets to ******* and no way to get theme park tickets
Business Response
Date: 09/30/2024
Thank you for contacting us on behalf of our Guest.
We regret to inform you that all ******** Not-So-Scary Halloween Party event nights for all remaining dates, including October 23, 2024, are sold out. **** Disney World limits the number of tickets to be sold for our specially ticketed events for the safety and consideration of our Guests so that those attending may thoroughly enjoy the unique entertainment and activities offered during the evening. Unfortunately additional tickets will not be released for sale for any night.
Initial Complaint
Date:09/22/2024
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 utilized dolphin club yesterday. We dropped our daughter off just slightly after 4pm. We knew we had to pick her up 9pm and I also understand that if we chose to pick up early that we would not be reimbursed. However, she wasnt even there for an hour and I had received multiple calls and a text message requesting me call, saying my kids stomach hurt and she wasnt feeling well. Any good parent would go pick their kid up. She didnt receive her full dinner as no fruit or fries like we asked but thankfully did have her pizza. We picked her up because we received a call she was crying and her stomach hurt, like any good parent would do. I reached out requesting a partial reimburse and they blatantly said no. Its generous they offered a two hour return, however we returned home, and my daughter told me she did not want to go back again. She did not like the vibe and it made her miss me. We go to Disney very frequently as season pass holders and vacation club members. Its very unacceptable to call a parent numerous times and then say no we wont reimburse you partial money. I expect better from any company, but I especially expect better from any company on Disney property. Its one thing had I just decided on my own whim to return to pick my daughter up, but to punish a good parent who is trying to do the right thing is astonishingly heartless. They occupied my child for less than an hour and then called me numerous times and sent me a message making me have the impression I HAD to pick her up. Had I willingly showed up and said hi, I'm here to pick ***** up early I would accept full responsibility for my money loss. However, I went because I was called by the company. Just like when a parent gets called from the school nurse as school, they go. This company knew what they were doing calling me an hour in, they were trying to bank the most money. How frequent it was made it seem urgent, and I would have used the full time had I not been called to pick up.
Business Response
Date: 09/23/2024
Thank you for contacting us on behalf of Ms. ****************** records indicate that Ms. ******* contacted us on September 22, 2024. As the **** Disney World ************** as well as the ************* are not owned or operated by the **** Disney World Resort, we are unable to address her concerns. Ms. ******* has been provided contact information so that she can share her concerns directly with the appropriate team at the **** Disney World Swan and **************
Customer Answer
Date: 09/23/2024

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. I will file a complain with **** and Dolphin resort.

Sincerely,

****** *******
Initial Complaint
Date:09/17/2024
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.
I was stayin at a WDW resort, the last day I found bed bugs in my room and the hotel confirmed it, so I had to leave my luggage for heat treatment. Then they send the tracking numbers to get my things back home, but two luggages full of my family's belongings were lost, disney won't pay anything and *** only returns 300 usd because there was no insurance purchased by the hotel. to add to this my one year old had bed bug bites.
Business Response
Date: 09/23/2024
Please be assured Ms. ****** had spoken with several Cast Members who have thoroughly reviewed her concerns and have provided appropriate assistance.
Initial Complaint
Date:09/10/2024
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.
I am a customer of ********* and for almost 2 weeks we have been without the networks that Disney owns. We pay good money for this service and expect to get what we pay for. The very channels that are missing are ones we watch on a daily basis. Supposedly they the 2 companies are in negotions while in the meantime the customers are being held hostage. We are tired of paying for something we are not getting.
Business Response
Date: 09/18/2024
Concerns from consumer are related to Television contracts, not Disney Parks and Resorts. Consumer may contact the appropriate area through the following link. ***************************************************************************
Initial Complaint
Date:09/03/2024
Type:Order 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.
Disney has taken away directv channels that I pay for at 230$ per month. I am a customer, I paid for my services, I should not have to suffer because them 2 idiots ant get along (Directv and Disney). They took away several channels that I pay for and watch regularly. This is an injustice to the millions of subscribers. Who does Disney think they are? Somebody needs to step up and punish them for stealing our money. Im tired of this treatment and perhaps everyone needs to cancel all services and just watch tv on the internet for free, punish them!
Business Response
Date: 09/07/2024
Concerns from consumer are related to Television contracts, not Disney Parks and Resorts. Consumer may contact the appropriate area through the following link. ***************************************************************************
Initial Complaint
Date:08/29/2024
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 received a notification from my Disney App that my annual passes (2 of them) were going to expire shortly and that if I renew now, I would receive the following:1. A discount 2. No "time gap:" that is, when the old one expires, the new one would kick in and there would be no time lag.Instead what happened is that Disney illegally charged me now - not when my old pass expires in a couple of weeks - which is contrary to what was implied via the app. I did NOT authorize any payment until my expiration date.What I want is the following;1. Refund the amount of $120 and DO NOT CHARGE until my current pass is expired. For a company that had an $8.3 billion dollar profit last quarter, their ethics are incredibly dubious.
Business Response
Date: 08/30/2024
Thank you for contacting us on behalf of *****. Our records indicate that a Cast Member contacted ***** on 8/30/2024 and appropriately addressed his concerns at that time.
Customer Answer
Date: 08/30/2024

Complaint: 22215149

I am rejecting this response because: I was overcharged and did not receive a deserved refund or delay in charge. I clearly did NOT want or need overlapping passes. It is completely illogical and irrational to even conclude that. Disney knows this yet overcharged.
Their misrepresented rely is rejected and I will continue to pursue this until rectified.

Sincerely,

*********************
Business Response
Date: 09/05/2024
Thank you for your continued contact regarding this matter.
Our records indicate that a Cast Member from our V.I.PASSHOLDER support team contacted ************** on August 30, 2024 and provided appropriate assistance for his concern. We have no additional information to provide at this time.
Customer Answer
Date: 09/05/2024

Complaint: 22215149

I am rejecting this response because:
What Disney is saying is false. They have not provided any additional information. They just repeated the same fraudulent statement.

The fact of the manor is we are talking about a 3-week. That they refuse to budge on. They have already over billed me and I will not tolerate this.

All they have to do is refund the $120 and start billing at the end of my current membership. It is very reasonable to ask for something like this especially from a company that is made 8.3 billion dollars over the last quarter.

Sincerely,

*********************
Business Response
Date: 09/09/2024
Guest is welcome to reach out to ************************ for further assistance and resolution.
Customer Answer
Date: 09/09/2024

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:08/23/2024
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.
I have autism and have been trying to get Das which I have had in the past and have had it for years. My experience with this new system has been crappy I have tried to go to the parks and do what they said was an "Alternative Option" and hasn't worked and I get way overstimulated waiting in line or having someone hold my spot in line but sometimes I'm by myself and it doesn't work like that. I have had to leave the park about an hour into this and has not been a great experience. I have an annual pass and do not want to renew it coming up. I have had IEP Special ** and therapist and stuff my whole life since I was 3 years old going to school early. Also, any of my friends who have autism as well have not gotten it and we are starting to hate Disney because we can't stand it anymore. We just have too much with the crowd, and is a waste of money for tickets or season passes. I have documents to show that I have it and on their website, it shows what DAS is for, and what I have is spelled out right in front of their website.
Business Response
Date: 08/24/2024
Thank you for contacting us on behalf of *************************. Our records indicate that a Cast Member spoke with ****** on 08/23/2024 and appropriately addressed his concerns at that time.
Initial Complaint
Date:08/19/2024
Type:Product 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.
I purchased several thousand dollars worth of merchandise from DisneyShopping.com and a couple of issues have arisen since: I was charged state sales tax even though I have an exemption, so I would like to get a refund of the tax I paid if possible; and Amazon is no longer allowing me to sell items on their site unless I get an authorization letter from Disney stating that I have authentic merchandise that I purchased directly from your site. I have tried contacting someone numerous times to get that letter but can't seem to find the right person. Any help you can offer would be appreciated, because otherwise I'm stuck with hundreds of boxes of merchandise that I'm not able to move. Thank you.
Business Response
Date: 08/22/2024
Dear Better Business Bureau,

Thank you for taking the time to contact us about our mutual Guest, *****************************.

We have reached out to this guest directly to provide the information requested. Should the Guest still have concerns, please have them reach out to us via email at guest.services.disneyworld.com and a member of our team will be happy to assist further.

Please know that you will receive a survey invitation in the next 24 hours regarding the service I have provided you today and I would value your feedback.

Better Business Bureau, thank you again for bringing this matter to our attention.

Kindest regards,

*****************************
Guest Experience Support & Solutions
**** Disney World Resort
**************
Customer Answer
Date: 08/22/2024

Complaint: 22166111

I am rejecting this response because:
I've already gone that route and haven't had any success. Need contact from someone who can actually help me with my issue please.

Sincerely,

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

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Walt Disney World Company is NOT a BBB Accredited Business.