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:05/23/2024
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 have an upcoming trip with Disney World and I called them today with hopeful intentions of being able to utilize their ***(Disability ************* Services). I was unaware this existed as Ive not been at Disney World since 2009 and I most certainly wouldnt take advantage of a free service if not needed. I spoke to a cast member via Zoom when I requested the *** service relating all of my conditions that is vast and was even willing to provide doctors documents as well as my prior federal employment separation due to these conditions and impairments as totally disabled. I was quickly informed that Disney World changed their *** policy 5/20/24 and the cast member had made her mind up shaking her head before I even made reference to all of my conditions. Quite concerning! I asked to speak with another colleague that being hopeful he/she would hear me out and it seemed the same without the nodding of her head. From what Ive read, Disney World permits this *** service for developmental disabilities and/or similar disorders that would be eligible. I have and was even willing to provide the definition from developmental disabilities, in which (2) of my conditions are explained thoroughly with under this advisement, to the cast member from a credible source that was quickly denied as not allowed and Disney determines this on their own accord?? I was only told of alternatives to the *** service which would only intensify my condition as I spoke this to Disney. This is very sad and disheartening for a place weve longed to return to but because Im not able, not sure well be able to. Thank you.
Business Response
Date: 06/04/2024
Thank you for contacting the **** Disney World Resort.
Attached, please find the response to this complaint.
Regards,
Guest Experience Support & Solutions
**** Disney World Resort
Initial Complaint
Date:05/23/2024
Type:Sales and Advertising 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.
Provided online quote of ******. Would not allow to book online. Called and could not book for price quoted. Tried on device after calling and gave same quote but wouldn't finish.
Business Response
Date: 06/03/2024
Thank you for forwarding the Guest experience. ******* has booked successfully online on May 23, 2024.

**** Disney World
Services and Solutions

Customer Answer
Date: 06/03/2024

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:05/15/2024
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.
Hello,I recently visited magic kingdom with my spouse for the first time. I paid for the lighting lane pass. Several rides we got stuck on haunted mansion, the little mermaid, ***** pans flight, tommrowland express train, at the end we booked for ****** the Pooh and that ride didnt accept my lightning lane pass due to technical issues earlier they didnt allow people into the line. I would like some type of account credit.
Business Response
Date: 05/16/2024
There is no record of Guest contacting us in regards to her complaint or request. Guest should contact us directly for a solution. The product in question, does look like it was redeemed with no record of any report issues.
Customer Answer
Date: 05/16/2024
This was my first time attending Disney I was not made aware that I should directly contact the company. I have also attached my Disney genie account with the ticket confirmation number.
Disney Genie confirmation: Thank You. Your Order Is Confirmed.
Confirmation Number: 1f621286-8d46-546e-969f-76e3fef4e44f
Order Date: May 6, 2024
Disney Ticket confirmation:
Thank You. Your Order Is Confirmed.
We look forward to welcoming you to the Walt Disney World Resort!
Confirmation Number: PBYJ90484846
Order Date: Wednesday, May 1, 2024
Customer Answer
Date: 05/16/2024

Complaint: 21716426

I am rejecting this response because:
The Disney genie plus was redeemed for me and my spouse. Numerous rides that we booked via the account attached to the email ********************** broke down at magic kingdom. *************** flight, the haunted mansion, Winnie ********** and ****** ride.

Sincerely,

*************************
Customer Answer
Date: 05/20/2024
Date Sent: 5/16/2024 4:35:33 PM

Complaint: 21716426

I am rejecting this response because:
The Disney genie plus was redeemed for me and my spouse. Numerous rides that we booked via the account attached to the email ********************** broke down at magic kingdom. *************** flight, the haunted mansion, Winnie ********** and ****** ride.

Sincerely,

*************************
Business Response
Date: 05/21/2024
Thank you for your continued correspondence on behalf of **************.
Please know, we have no record of ************** contacting us directly. We would invite her to send an email to *************************************************************** so that a Cast Member may personally address her concerns.
Kindest regards,
Guest Experience Support & Solutions
**** Disney World Resort
Customer Answer
Date: 05/21/2024

Complaint: 21716426

I am rejecting this response because: I have reached out to Disney directly. I filed a formal complaint. The representative **** advised me that he was forwarding it to management. I have attached the email.

Sincerely,

*************************
Customer Answer
Date: 06/03/2024
Disney sent me a email and personally resolved my complaint please close it thanks!
Customer Answer
Date: 06/03/2024
Date Sent: 6/3/2024 8:15:06 AM
Disney sent me a email and personally resolved my complaint please close it thanks!
Initial Complaint
Date:05/13/2024
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 Disney member. On May 11, 2024 around 8:30pm We parked our suv on the Disney Springs parking lot. When we got back to the vehicle around 10pm the back window was smashed. We contacted security and the security guard, the supervisor on duty and the Orange County sheriff department were called. We were told by the police that the window was not smashed because some tried to break into it but that one of the workers driving the cart around the parking lot may have got to close to the vehicle and hit the window. We were stranded in the parking lot for 5 hours without any assistance.
Business Response
Date: 05/15/2024
Thank you for contacting us on behalf of ****************.

We would invite **************** to contact us directly at *************************************************************** for further assistance.

Kindest regards,

Guest Experience Support & Solutions
**** Disney World Resort
Customer Answer
Date: 05/15/2024

Complaint: 21702325

I am rejecting this response because: ***** services was contacted and no one from Disney contacted me back about the incident.

Sincerely,

*********************************
Business Response
Date: 05/31/2024
Thank you for your continued correspondence on behalf of ****************.
Our records indicate that **************** spoke with several Cast Members on May 13, 2024 who appropriately addressed her concerns.
Kindest regards,
Guest Experience Support & Solutions
**** Disney World Resort
Initial Complaint
Date:05/13/2024
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.
Our car window was shattered on Disney springs property after waiting 2 hours 3 women in a parking lot at 2:00 a.m I went to the security guard to ask for assistance to obtain a Lyft ride back to our resort and these 2 guards were cold and unsympathetic to our needs at these hours in the morning. They totally egnored our plea for help even as going as far when I ask if I could speak with their supervisor I was told no and when I ask for a name I was also told I dont have to give you that and drove off in front of me.. It look like a race issue had it been another nationality they would have gotten assistance right away. Disney Springs/ Disney is responsible for the repair of our vehicle and the mistreatment that we received that night. Those guards should be fired as well we should not have been treated with such disdain and disregard.. An apology is not enough for the mistreatment
Business Response
Date: 05/31/2024
Our records indicate that **************** and her party spoke with several Cast Member on May 13, 2024 who appropriately addressed her concerns.
Kindest regards,
Guest Experience Support & Solutions
**** Disney World Resort
Initial Complaint
Date:05/12/2024
Type:Sales and Advertising 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 purchase a $150.00 Disney+ gift card and I cannot redeem it.
Business Response
Date: 05/15/2024
Thank you for contacting us on behalf of ***************************.
Please know, the **** Disney World Resort is unable to assist with Disney+ related concerns. We would invite *************************** to contact Disney+ directly at *********************************************************************************************** for further assistance.

Kindest regards,

Guest Experience Support & Solutions
**** Disney World Resort
Customer Answer
Date: 05/16/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I will contact disney +
Sincerely,

****************************************
Initial Complaint
Date:05/10/2024
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.
In August, my son received the Cal Kestis Legacy Color Changing Lightsaber as a gift in August of 2023. The color changing feature worked until 5/7/2024. The color is now stuck on blue and will not change. Disney was emailed on 5/7/2024. Their first response asked for the receipt, contact information, and photos. **** reached out on 5/8/2024 requesting the order number or email. We responded on 5/10 asking where to locate the order number since it was purchased in Disney Springs. Soon after, a response was received stating the return policy is 30 days, and we could not return the item. First, we did not ask for a return. We asked for HELP troubleshooting the problem. Second, a collector item, such as this, should NOT be failing in less than 9 months. Disney should be backing their products, not ignoring the issues. The refusal of support and refusal to back a product sold is a testament to the lack of Disney's customer care and brings to the forefront the lack of quality products sold by Disney and the non-caring attitude towards their customers. When did it become too much to request assistance in troubleshooting a faulty item? When did it become too much trouble for Disney to help a customer when they have an issue with a faulty product Disney sold?
Business Response
Date: 05/18/2024
Hi ******,

Thank you for reaching out. We are sorry to hear about your recent experience.

Since the issues with your saber have begun, have you changed the batteries in your lightsaber?

Common symptoms that your batteries need to be changed include failure to light, inconsistent sounds, turning off and on when not in use, or the blade lighting up an incorrect color. To replace the batteries :

Unscrew the piece at the bottom of the lightsaber hilt.
Twist to the right and/or pull the internal black battery compartment to remove
Remove the s**** to access the battery compartment
Open the battery door & replace all three (3) batteries
Close the battery door and secure it with a screw
Line up the red arrows on the battery compartment and inside of the hilt to reinsert
Push down and twist to the left until you hear a humming sound & s**** the bottom piece back onto
the lightsaber hilt.

Return Policy: All merchandise returned for exchange, credit or refund must be returned within 30 days from the date of purchase. Receipts are requested. Credits or refunds will be applied according to the original payment method. If you have received a replacement, the 30 day period is from the original date of purchase and not the replacement date.

Thank You,
**********;
Merchandise Guest Services
Customer Answer
Date: 05/18/2024

Complaint: 21696023

I am rejecting this response because:
First, I would not have reached out if the batteries had not been changed first. Your asking is quite insulting and not even close to help in troubleshooting the issue.
Second, we are well aware of the return policy. However, I felt since this LIMITED EDITION item should last longer than SEVEN months, Disney would recognize that this was a defective item and stand behind their product. Apparently, Disney stands behind selling subpar products and does not care how long their products last.
Third, not ONCE did anyone at Disney actually do what we asked, which was to help troubleshoot the issue. This again indicates that Disney's new policy is to sell subpar products and not assist the customers at all.
It is appalling how poorly Disney now treats their customers.
Sincerely,

*************************
Initial Complaint
Date:05/08/2024
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 were scheduled to leave for a flight and had a very tight window to eat at an 7:55am table service and then leave for the airport by 9am in order to make our flight home. There was no more time for us to spend our dinning credits.The morning of the kitchen to our reservation was down, this happens, you issue a refund for the credits to be used. Disney refused to issue the equivalent $140 in dinning credits that we had no way to spend because we could not make a similar reservation in the same timeframe and still make our flight. We also spent $15 for an Uber to travel between locations.The most magical place on earth lost a lot of its magic this morning by not making the customer number one.
Business Response
Date: 05/15/2024
Thank you for contacting us on behalf of **************.
We regret ****************** concerns with his recent visit. We would invite him to contact us at *************************************************************** for further assistance.
Kindest regards,
Guest Experience Support & Solutions
**** Disney World Resort
Initial Complaint
Date:04/30/2024
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 stayed at the Contemporary Resort from April *****, 2024. The total was $4000.00 for four nights including park passes for two people, making the total about $800.00 per night or $3200.00 for the hotel. On the third night we saw a huge, five inch large cockroach in the hallway and notified a hotel staff member. On our final night, at least two were in our room [also about 4-5 inches large]. Housekeeping came to assist us pack our luggage and witnessed them and indicated it's a problem in the hotel. She did help us relocate to a room on a higher floor in the hotel for the evening - though we got absolutely no sleep. **************** also admitted they are trying to get the cockroach issue in the resort under control and offered a $200.00 credit. This issue is beyond disgusting - it's a health and safety issue. Clearly there's an infestation that staff is aware of and allows guests to continue to stay though this presents health risks not only in the rooms but in the restaurants in the hotel. This ruined our stay and traumatized me and my child. $200.00 hardly makes up for ruining our stay and putting our safety at risk [did they lay eggs in our luggage?]. This company should be providing a full refund for all four nights as the cockroaches were clearly roaming around us and closing the hotel until they properly address this serious problem.
Customer Answer
Date: 05/15/2024
I did hear from a rep from Disney. Thank you.
Customer Answer
Date: 05/15/2024
Date Sent: 5/15/2024 6:16:04 AM
I did hear from a rep from Disney. Thank you.
Initial Complaint
Date:04/27/2024
Type:Product 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.
I am writing to lodge a formal complaint after numerous unsuccessful attempts to receive assistance concerning my Disney Passholder account. This situation, overseen primarily by individuals named **** and ****, has left me without the support promised by the Disney *********************** as indicated in a communication from *********** initial call was to request a modification of the expiration date on my annual Disney pass due to a neurological injury that rendered me unable to visit the theme park. ****, the initial representative, agreed only to extend my pass to September, the day I called. However, given that my medical clearance was not expected until December, I requested an extension until then. **** refused this request and also denied my request to escalate the call to a supervisor. Persisting, I was transferred to ****, who, despite appearing to offer help, later informed me via email that no one in the department would address my concerns further.In December 2023, when medically cleared, I visited Disney only to be informed at guest services that my pass's start date could not be adjusted as needed. Despite their empathy and agreement with my situation, they referred me back to the Passholder support team. Subsequent communications to the Passholder support have gone unanswered, in line with **** and ****** stance.This lack of support and refusal to accommodate a long-time customer, especially when documentation of my injury has been provided, feels discriminatory. It's perplexing and deeply disappointing that, despite guest services' willingness to assist, the ********************* refuses to provide the necessary adjustments. This situation necessitates attention and resolution to prevent further distress and to uphold the customer service standards associated with Disney.

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Walt Disney World Company is NOT a BBB Accredited Business.