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

238 total complaints in the last 3 years.
72 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:08/15/2024
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 recently purchased a dooney and ****** wristlet by Disney in their website. These are highly sought after items and sell out quickly. My purchase went through and l also received a free gift with purchase.When I received my package only the free gift was in the box! I paid a little over $200 to receive a $24 gift.I contacted Disney and they said they need to decide if they are giving me a refund! I still haven't heard anything from them about my refund and its been almost a week. I also tried to contact ****** but they keep wanting me to file a complaint which I did several times. Please help me get my refund back.
Business Response
Date: 08/17/2024
Will share with our *********************** Guest should have already received a response from DISNEYSTORE.COM.
Customer Answer
Date: 08/17/2024

Complaint: 22146639

I am rejecting this response because: I have not heard from Disney or received a refund.

Sincerely,

*******************
Business Response
Date: 08/22/2024
The Guest has filed a chargeback with their financial institute. The Guest will need to wait for the outcome of the chargeback before any assistance can be given.
Customer Answer
Date: 08/22/2024

Complaint: 22146639

I am rejecting this response because:
PayPal has denied the refund. Disney will have to authorize my refund.

Sincerely,

*******************
Customer Answer
Date: 08/22/2024
****** said to send them a report from one of the government agencies so I filed a report with the New Jersey consumer protection office. They did not give me a report so I sent over what I submitted. I will have to file with the local police to get a report Im guessing.
Business Response
Date: 08/30/2024
Guest was reached out to via telephone on 8/30/24 and advised a refund for the item Guest did not receive has been issued. Guest was advised to allow up to 30 for payment institute to process the refund.Guest confirmed they understood.
Business Response
Date: 09/03/2024
Date Sent: 8/30/2024 4:30:22 PM
Guest was reached out to via telephone on 8/30/24 and advised a refund for the item Guest did not receive has been issued. Guest was advised to allow up to 30 for payment institute to process the refund.Guest confirmed they understood.
Initial Complaint
Date:08/15/2024
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 ordered the new ****** Halloween Pumpkin on July 19, 2024 at 8:06 AM PT. I waited in the queue for my turn to place the order. The order was finally placed for the amount of $87.14. It was supposed to be delivered on July 25, 2024. It never came so I called the company on August 13, 2024 and in speaking to the representative (I believe her name was ******), she said the order was lost and they did not have anymore in stock. I told her this was unacceptable and that they owed me this pumpkin. She said she could replace with another pumpkin and I said no. I told her that the Disney stores on property have the pumpkin but she would not contact them to get one and have it shipped to me. In the end, I requested a full refund but you will see by the attachment I only got a partial refund. She said I would get a second email with the remaining refund but I have never gotten the email. I am not only requesting a full refund but I am also requesting that Disney make this right and send me the pumpkin as well. The customer service and losing my order is completely unacceptable especially after sitting in the queue on the day it was released to place my order.
Customer Answer
Date: 08/15/2024
Why is this is this a duplicate complaint? I have not filed this complaint until today. Please advise as this really needs to be looked at.

Thanks much
******
Business Response
Date: 09/03/2024
We assisted Guest on 8/16/24 for the remaining credit of $0.98 and also reached out to guest via phone to speak with them. ***** did not answer phone and we responded via vm and via email to guest with the update of their refund concerns. We also issued $20 otu code for their experience. We offered to reach back out to guest via phone if they wanted to speak with us.
Business Response
Date: 09/03/2024
Date Sent: 9/3/2024 10:17:08 AM
We assisted Guest on 8/16/24 for the remaining credit of $0.98 and also reached out to guest via phone to speak with them. ***** did not answer phone and we responded via vm and via email to guest with the update of their refund concerns. We also issued $20 otu code for their experience. We offered to reach back out to guest via phone if they wanted to speak with us.
Customer Answer
Date: 09/03/2024

Complaint: 22146111

I am rejecting this response because: I have not received the ***** credit as mentioned and I also requested the ******************** for the trouble of losing the order.

Sincerely,

*************************
Business Response
Date: 09/05/2024
Guest is welcome to speak with ************************** for further assistance. Phone: ************** Email: **********************************************************
Business Response
Date: 09/05/2024
Date Sent: 9/5/2024 11:25:57 AM
Guest is welcome to speak with ************************** for further assistance. Phone: ************** Email: **********************************************************
Customer Answer
Date: 09/09/2024

Complaint: 22146111

I am rejecting this response because: The Disney Store employees are impossible to talk to and talking to a high level manager will not happen. I am requesting for the ******************** that I had originally ordered and they lost on their end. They want your money but they will not be accountable for losing orders from their customers.

Sincerely,

*************************
Customer Answer
Date: 09/09/2024

Complaint: 22146111

I am rejecting this response because: The Disney Store employees are impossible to talk to and talking to a high level manager will not happen. I am requesting for the ******************** that I had originally ordered and they lost on their end. They want your money but they will not be accountable for losing orders from their customers.

Sincerely,

*************************
Business Response
Date: 09/09/2024
All Merchandise related concerns are handled by the ************************** Team. ************************** can be reached via Phone: ************** or Email: **********************************************************
Initial Complaint
Date:08/09/2024
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.
My 2 young children and myself are annual Disney pass holders. When I requested a *** pass for persons with disabilities due to conditions that prevent us from standing in lines waiting (their requirement to get this accommodation), I was told that we could utilize the Attraction Queue Re-Entry accommodation and that we would be given a return time to each ride so my children wouldnt have to wait by themselves. We attempted to follow this process, but it failed miserable when the rides refused to provide this accommodation. We left the rides with my children crying. I again contacted customer service and was told that too many people request the *** accommodation and they wouldnt give it to us. It is unbelievable that a company is denying the accommodation to the people that they state it is designed for.
Business Response
Date: 08/11/2024
Thank you for contacting us on behalf of ***********************. Our records indicate that a Cast Member contacted **** on 07/23/2024 and appropriately addressed her concerns at that time.
Customer Answer
Date: 08/12/2024

Complaint: 22121049

I am rejecting this response because: On 7/23/24, I contacted Disney World requesting DAS and was told that the accommodation that I could use was the Attraction Queue Re-Entry and would be given a return time. I attempted to follow this process and was completely refused by the staff members at Disney to be given the return time. I am requesting the accommodation that I qualify for of the DAS.
Sincerely,

***********************
Business Response
Date: 08/13/2024
Thank you for contacting us on behalf of ***********************. Our records indicate that a Cast Member contacted **** on 7/23/24 and appropriately addressed her concerns at that time.
Initial Complaint
Date:08/05/2024
Type:Sales and Advertising 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 trying to book the Disney after dark pin trading event. The registration website is poorly managed. I was 876 in the virtual queue. When it was my turn to purchase the ticket, the website did not allow me to type in my name and kicked me out. I was not able to buy the ticket for the event due to poorly managed Disney website. I was extremely devastated given this is the vacation that I was looking for for the whole 2 years.
Business Response
Date: 08/25/2024
The **** Disney World Resort responded to ***************** on August 8, 2024. ***************** was advised that we will not be able to provide the assistance requested in his correspondence. However, did advise to directly contact our Disney Events team should he wish to further discuss his inquiry.
Guest Experience Support & Solutions
**** Disney World Resort
Initial Complaint
Date:08/01/2024
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.
Clicked the email link for the *** member's moonlight magic Queue, waited for my place in line, and was able to put in my information. At this point, we started having an issue. Their system said my member ID was not valid. Tried a few times, each time checking to ensure it was correct after failing to get the system to accept my data. I used a different browser (so I didn't refresh or back out of the queue), looked up my member number ( it was correct), and tried to input it again; at this time, all the available tickets had been collected. leaving me with an opportunity to get my tickets. I then waited until I had a moment to call the *** helpline. After speaking to a young lady there and being told she would need to get a supervisor to help me, I was placed on a 50-minute hold. **** came on the phone and was not very friendly or helpful. She refused to let me speak to her supervisor or anyone who would be able to help. She told me she would pass my info to her boss and call me in ***** hours. This is not acceptable, we spend thousands of dollars to elevate our experience, not to have **** speak rudely and be unhelpful.
Business Response
Date: 08/17/2024
Disney Vacation Club has reached out to the Guest directly to address concerns.
Initial Complaint
Date:07/31/2024
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 have come into financial difficulties and can't afford to pay the annual pass for disney world anymore. I renewed my pass in April and was not having issues at that time. I have reached out to disney and they just don't care about their passholders. They have more money than they know what to do with and they are going to deny me cancelling eight months of pass? This money means nothing to them. It will pay for my water for eight months. I don't understand why they are not allowing me to cancel. If they made it easier to cancel I may consider getting a pass in the future when my finances are in better shape. As it stands, I don't want to have passes to disney and i don't want to ever go back to disney because of it. I don't want my money back. I just want them to stop drafting my bank account/credit card.
Business Response
Date: 08/01/2024
Thank you for contacting us on behalf of ***************************. Our records indicate that a Cast Member contacted ****** on 7/31/2024 and appropriately relayed the decision as made by our monthly payment plan partners regarding her wish to cancel her Annual Pass contract. While the Guest is upset with the results offered, it is the correct and appropriate message to address the results of their request. We apologize for their continued disappointment with the results offered, but the request has been reviewed by our Monthly Payment Plan team and no further consideration will be offered as Annual Pass contracts are not able to be cancelled.
Initial Complaint
Date:07/23/2024
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 would like to speak to someone in charge above managers and supervisors at Magic Kingdom because prior to my roadtrip from ******** to ******* I called your customer Service number before purchasing tickets to confirm that the website I was going to buy them from was a legit website since they offered a slight discount. The agent I spoke to confirmed it was legit it was called undercovertourist.com. I than asked her do I need proof for my son and daughter that they are under age 3 because I have a 6 month old and a soon to be 2 year old who is a little taller for his age and she told me no I do not. Long story short, I purchased the tickets from the website mentioned above for me and my husband only since my children were both under age 3. Upon arrival to Magic Kingdom on July 1, 2024 around 12pm I added my tickets to my mobile wallet through mydisneyexperience app as suggested for faster check in. My card scanned but my husband card did not because I did not add his to the app only mine apparently . I must have done it incorrectly since it was my first time. The lady said to just go to guest service and they will fix his ticket to be added to my mobile wallet. We go to guest service and a man named ****** was at the window. I told him the issue and he fixed the card for my Husband and than before walking away he says the little boy needs a ticket. I said why ? he is under 3. He asked me his birthday and I told him October 2, 2021 which will make him 2 in a few months. He proceeds to tell me that he is too big for his age and I was shocked at such a comment since his face is visibly like a baby but a little tall and speaks like a young toddler only a few words. Also , no one should ever discriminate against anyones appearance especially a child. I told him i am offended and he tells me i cannot go to the park without a ticket for him. There are a lot more details to the story, but it does not allow me to write all of this in this section so not sure what to do
Business Response
Date: 07/26/2024
Thank you for contacting us on behalf of ******************.

We regret ********************** continued disappointment. Our records indicate that ****************** has been contacted by several Cast Members and her concerns have been appropriately addressed.

Kindest regards

Guest Experience Support & Solutions
**** Disney World Resort
Initial Complaint
Date:07/20/2024
Type:Sales and Advertising 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 July 18th, my party was on Hollywood Studios and decided- as queues were long- to buy Disney offer of **************. Before buying it said we would be able to book many attractions including SLINKY and TOWER OF TERROR. AFTER buying it told us, slinky wasnt bookable - this should have been said BEFORE buying.And then, at 7:15pm, our booking, which we had been waiting all day for, was cancelled. The only two rides we wanted to NOT queue (and paid to not do that) we had to queue for and for tower of terror we didnt even get to go on. I reached out to customer service and was told that too bad for me but they wont even issue a partial refund. We spent $55.38 plus taxes my CC will charge me and wasnt given what was publicized and offered.
Business Response
Date: 07/22/2024
Thank you for contacting us on behalf of Ms. ******
Our records indicate a Cast Member contacted Ms. ***** on July 23, 2024 and addressed her concerns at that time.
Kindest regards,
Guest Experience Support & Solutions
**** Disney World Resort
Initial Complaint
Date:07/16/2024
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.
Stayed at Disney ********** property 6/6-6/8 2024 1. Checked in online before stay and concierge had no records 2. Concierge knew I had packages delivered to hotel because they saw it in their system and told me to wait for it. Packages did not arrive after checking in and had to go speak with them directly to get added into system for delivery a few hours after check in 3. Spoke with concierge to tell them I had a cake being delivered next day to the hotel from GF bakery and wanted no issues. Cake was going to be dropped off at 4:30 pm. A concierge manager heard my conversation and said no worries it will be delivered to room. 4:50 pm cake has not arrived yet and spoke with them. Had to make a few calls to find out it was waiting by bell hop 4. Get to bell hop and manager tried to fix by arranging a ride. Didn't tell me it was *****, to have a seat, sit in the lobby waiting for a ride and already late for my dinner reservation 5. Arranged for a Lyft ride and it came literally when the ***** ride came. Cast member outside said they were supposed to tell you it was ***** and the process of getting a ride takes longer because they don't have eta on times 6. My family has been waiting in the lobby for me because they cannot get checked in until whole party is there so I was late because of all the issues from Concierge and bell hop services 7. Housekeeping did not service my room on 6/7. Someone offered to service the room when we asked for extra towels. Seems to be an issue because checkin in on 6/6 another guest complained about it 8. Called Housekeeping on 6/8 to get face towels. Had to call 3 times for it to get delivered 9. Called bell hop services to get transport for luggage scheduled at 9 am. They call at 9:03 asking if I was ready for that transport 10. Checkout could not be done and had to wait in front desk and they just asked for room number 11. Call concierge to fix reservation time on hold for over 20 mins 12. Managers knew I was upset and offered sorry
Business Response
Date: 07/19/2024
Thank you for contacting us on behalf of **********.
We regret ************** disappointment with her recent visit to the **** Disney World Resort. Our records indicate that ********** was contacted by Cast Members from our ***** Services team by phone and email on several occasions in June and July and her concerns were appropriately addressed at that time.
Kindest regards,
***** Experience Support & Solutions
**** Disney World Resort
Customer Answer
Date: 07/29/2024

Complaint: 21999286

I am rejecting this response because: $250 is not satisfactory when my hotel stay was over $2,000 for two nights. I had issues with multiple departments at your hotel property: front desk, concierge, valet/******, housekeeping. No one wants to take accountability for their actions. I do not want apologies I want to get compensated for what I deem is desirable not what some team decides based on their reports. I have called multiple times as well venting to cast members of the poor service and nothing was magical about this stay. My time should also be compensated playing phone tag with cast members because I was assigned to an individual in the beginning that their availability did not match mine. I have sent multiple long emails trying to find the right person that can handle my issues. They still deem $250 is satisfactory with all of my issues which I 100% disagree. My time waiting for transportation should also factor in because they made me late for my dinner reservation because of their lack of communication from 1 department to another is on them. Disney is going downwards in customer service or they need to train better cast members not to go off of a script. No one at the hotel property wanted me to speak with a manager that could handle my issues. They all brushed it to the side and said sorry which doesn't help me at all.

Sincerely,

*************
Business Response
Date: 07/31/2024
Thank you for contacting us on behalf of ***********************. Our records indicate that a Cast Member contacted ******** on 6/23/2024 and appropriately addressed her concerns at that time. While the Guest is upset with the consideration offered, it is the correct and appropriate consideration to address their concerns. We apologize for their continued disappointment with the consideration offered, but is has been reviewed by our Leadership team and no further consideration will be offered.
Initial Complaint
Date:06/26/2024
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.
On June 26th, our family of 4 plus our niece headed to Disney for a 5 day, 4 night vacation for my daughter's birthday. We are Florida residents who have annual passes and opted to stay on-site at ************ and planned to also purchase Genie+ each day. This is relatively expensive, but we thought it would be worth it so we could get the full value of our time at the parks, ride the rides we wanted, and have time at the hotel to hit the pools.Day 1 at ***** was a bit of a disaster. We purchased Genie+ but were unable to book several of the primary rides (the reason you even purchase Genie+). ********** was down for most of the morning and when it came back it never offered ****** again for the rest of the day. Test track was permanently closed. We were actually able to book and ride frozen but it malfunctioned mid-ride and we sat for 5 minutes behind another boat in front of a frozen ****. Not the "frozen" experience we expected. Even rides we didn't want or need Genie+ for like Moanas journey of water and Spaceship earth had downtime. Bizarre day.We never would have come close to booking a Genie+ if we expected such limited use. We rode a frozen ride that malfunctioned and 3 of us ****** to bypass a 15 minute wait. It was a complete ripoff.We reached out to the merchant to resolve this issue via chat in their web app (where we booked the genie+). However, they said this was not feasible and directed us to a phone number instead *************). When calling the phone number, we were put on hold for 20 minutes and told they couldn't help us and to speak with a cast member. We attempted to talk with someone at the hotel who was incredulous at the unwillingness to assist.We were taken advantage of by purchasing a genie+ and unable to use it for rides without failure or any real advantage. When attempting to address this with the merchant, there was a complete unwillingness to address or review our concerns via chat or phone call and instead bounced around.
Business Response
Date: 07/01/2024
Thank you for contacting us on behalf of ****************.

Our records indicate that **************** spoke with a Cast Member in the correct department to best assist with her request on June 26, 2024. The Cast Member appropriately assisted **************** with her concerns at that time.

Kindest regards,

*************************
Guest Experience Support & Solutions
**** Disney World Resort
************
Customer Answer
Date: 07/03/2024

Complaint: 21908415

I am rejecting this response because it doesnt resolve the issue. We reached out to a cast member and they told us we would not receive a refund despite not being able to fully utilize our genie plus because of consistent ride failures of Disneys part. They have not contacted us otherwise and a full refund is requested or we will be filing a chargeback for services not rendered.
Sincerely,

*************************
Business Response
Date: 07/06/2024
Thank you for contacting us on behalf of *************************. Our records indicate that a Cast Member contacted the Guest on 06/26/82024. On average, Guests can enter 2 to 3 attractions or experiences per day using Lightning Lane entrances with *************** if the first selection is made early in the day. Our records indicate that because ****** and her party were able to enjoy two major attractions with her Genie+ purchase, Cast Members appropriately addressed her concerns at that time.

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Walt Disney World Company is NOT a BBB Accredited Business.