Disney Store Reviews

The Disney Store UK is a shame to the Disney brand and the company should seriously reconsider letting them operate under the license. I bought something for a significant amount and then changed my mind, so I asked for a refund. They said I had to wait three working days for approval to return it, which is actually against the law. Four days later the system still wouldn't let me file a return, so I contacted them again and got the same three day wait response. I ended up filing a complaint with a consumer resolution service and my return got authorized and picked up. A week after it showed as received at their end, I asked for my refund and was told to wait 14 days. That's unreasonable in this day and age but I waited anyway. Still no refund, so I got in touch again and was told to wait another three days for a response from their head office. On day 16 I opened a case with PayPal instead, and the next morning my money was back in my account. Between breaking distance selling rules, violating trading laws, terrible terms and conditions, not following their own policies, and having no escalation process so you're forced to use third parties, I'd be very cautious about purchasing from this company.

Terrible customer service with a condescending attitude. I kept getting the same robotic responses that didn't actually address my concerns. My package got lost during shipping. They don't seem to have any system to track this on their end, and even after my package was past the delivery date and hadn't been scanned in over a week, I had to chase down both the courier and Disney myself just to get communication going. I sent 11 emails total trying to get answers. The items ended up out of stock and couldn't be replaced, and the only compensation was a free delivery code when free shipping was already available to everyone anyway. I won't use it anyway since I'm never ordering from this company again. To make matters worse, I'm now waiting for a fourth delivery date, and the first three have already passed with nothing showing up. I needed this order weeks ago but they still couldn't get a replacement sent. The whole process has been misleading and there's zero accountability from start to finish.

Purchased an Elsa costume and when it arrived it looked cheap and was all wrinkled up. I tried steaming it and it still looked terrible. I bought three similar outfits from another retailer at a fraction of the price and they were so much higher quality. Never buying from the Disney Store again. Total waste of money.

I would rate this zero stars if I could. I'm incredibly frustrated with this store and their so called customer service supervisors. My order never showed up. I called and they promised to send replacements. Then they said they had nothing in stock so I'd get a refund instead. That refund never came either. When I called back, they told me I had to file a UPS claim, but UPS said only the shipper can do that. I even got UPS on a conference call with Disney and confirmed multiple times they needed to file the claim. Disney agreed they would do it, then hung up and told me UPS was wrong. The supervisor I was transferred to said the same thing. We added UPS back to the call and they confirmed again that Disney had to make the claim. Four months later, still no product, no refund, and nobody at Disney cares one bit. This is the second time they haven't delivered my order and I've never gotten my money back.

My kids' Christmas gifts never arrived. We placed the order in November and got told there would be delays because of warehouse issues, but they never gave us a delivery date. Most of our stuff came but we never got the main present for our daughter. When I reached out to the store, they had no explanation or timeline for when it might ship. Then just after Christmas they emailed a refund saying the item went out of stock. It's really disappointing for a company like Disney, they used to be so reliable. Since the physical stores closed down, online shopping is basically our only option unless we can drive to London, so it's frustrating when the service is this bad.

This store will never see my business again. I got sent the wrong item and they made the return process a nightmare. They issued a return label and said they'd ship the correct item once they got the wrong one back. I sent it back via UPS and it arrived in 4 days, but by then the right item was gone from inventory. For three weeks I emailed customer service repeatedly and got nothing but generic copy-paste responses that didn't address any of my concerns. I tried calling and they just wouldn't take customer calls. Then I got an email saying my replacement order was cancelled and my card wouldn't be charged, which was a lie since they already charged me for the original order. No refund ever showed up. When I asked about getting my money back for the original purchase that never arrived, they said no. This entire experience has been a complete disaster and I'll never order from here again.

Something is seriously wrong at Disney. Nine out of every ten orders I placed this year sat in processing mode for weeks only to get cancelled just days before Christmas. Don't expect to get honest or helpful answers when you try using their chat support about shipping or when your order is coming. Their customer service is both awful and dishonest.

I placed an order and immediately realized I accidentally got a large instead of a medium. I called customer service and they said I could make changes through my account. Great, so I logged in, but I could only cancel it, not modify it. I called back and had to wait 54 minutes to be told the order had already been fulfilled and couldn't be changed. Seriously, Disney, you didn't process it that fast, just be honest that you won't change it. I appreciate honesty more. Now I'm stuck with Christmas pajamas that are too big, but I guess I can send them back for an exchange once they arrive. This reminds me why I stopped ordering from this place. It's just not convenient or customer focused anymore.

We placed our order on November 22, 2023 and still haven't received it. We got an email saying only two out of the five items we ordered would arrive by December 13, 2023. I'll believe it when I see it. Walt Disney himself would be ashamed of experiences like this. Merry Christmas, I guess.

This was really unreliable and disappointing. I ordered a couple of jackets as gifts when all the sizes were clearly available on the website. Two weeks go by and my order is still showing as in progress, but now those sizes are sold out. I emailed customer service asking for an update since I placed my order with plenty of time before the holiday and got back a generic message saying they think it will ship soon but don't have an actual delivery date. By week three, one of the jackets got cancelled because it sold out. I ended up finding better Disney gifts at other retailers instead. For a company that's supposed to be about creating magic, this was disappointing and anything but magical. I'd say skip Shop Disney and buy your stuff elsewhere because they're just not reliable.