Originally Posted By actingforanimators Universally disasterous, that's how I'd describe the Haunted Mansion merchandise experience I've had. I ordered OVER a week ago, and only today got an email about backorders not shipping until January. HUH? So why did the catalogue just arrive TODAY (September 21) in Los Angeles, yet I was able to place the order BEFORE the 12th, confirm it twice, see the charge come out of my account (and not be credited back as they claim, despite two calls to check with my card company who has no record of a credit even pending!)AND, they won't canel the order. Not can't, WON'T. So I'm set to get Haunted Mansion Merch, meant to spruce up Halloween decor, sometime after the first of the year. Never has Disney Direct or Disney Catalogue been LESS helpful, more confusing, and more obstreperous and rude. (They weren't even scripted to try to be helpful,they were simply USELESS!) I'm quickly losing all faith in the reliability of this division of the company. Very sad.
Originally Posted By iDisney72 Did you speak to a cast member or a supervisor? I've had situations where the CM "cannot" do anything, but the supervisor can suddenly help all end well.
Originally Posted By vbdad55 Good advice - request a supervisor.... I was not aware of backorders with the HM stuff for the 50th ( no tmeaning they don;t exist as I got everything I ordered (way too much) -- now in the past I know the 'catalog' has had issue with Halloween stuff ( like the first Haunted House) - that did not ship until January - thus missing the first Halloween by far. Are you talking about 50th LE stuff or Halloween --just curious ?
Originally Posted By actingforanimators Did ask for supervisor, and they didn't help either. Truly, this was the worst handled mess I've experienced with DisneyDirect. And I'm talking about Haunted Mansion/Disneyland 50th Merch, not Halloween. It's really awful. The sconces - January, the musicbox - January. Bad business.
Originally Posted By SJHYM The website now says the Organ will ship in 18 WEEKS!!! Thats really amazing. 18 WEEKS????
Originally Posted By SJHYM I would expect that your other choice is to put the charge in dispute with your credit card company. Of course, you run the risk that you wont be able to get the item when it comes available.
Originally Posted By vbdad55 I agree that it is hard to believe that on a limited edition item of 999, that they wouldn't have had at least --well 999 on hand ! I know there were some posts earlier about breakage on this item -- I wonder if there was a lot of it ? Or of course they could have just screwed up too ! Sorry to hear on that wait - as the item is really nice for the price point. I didn't do the wall sconce
Originally Posted By actingforanimators I finally was able to cancel the order after getting someone on the phone willing to find out what was going on. It was a ten minute phone call, mind you, but cancelation was my choice because of three factors: 1. The products would not ship for 18 weeks, 2. The items coming after the Halloween Season, as I find them more appropriate for this time of year than at Christmas or New Years; and 3. The very bad customer service experience. And get this, I placed my order on the 8th - yes THE 8th!! - and I found it odd that when I pointed this out, I was asked if I used a coupon code or discount code when ordering. Yes, of course I did...and so I got a response of "hmmm, ah, uh. I thought so" What? Did those who paid more get their orders filled, and those who paid "less" have to wait? You figure it out. VERY bad business and it has left a truly bad taste in my mouth for how Disney Direct is running things. It is entirely absurd and wholly irresponsible to market a series of products that were quite obviously seasonally appropriate for the upcoming Halloween holidays, and then come up short on their manufacturing and inventory. This is sloppy, it's also terrible marketing, and the worst customer relations immaginable. I spend a great deal of money (four figures) a year with Disney Direct and the Catalogue (combined) on all on high-end merch, and to have them come up short on the pieces I most anticipated adding into my colleciton is a near deal-breaker for me. They were not responsive, not appologetic, not even accomodating, and hard as it is to believe they never once tried to offer suggestions for possible items that would be appealing replacements. Since when is that "guest relations?" They made no attempts to offer satisfaction to this customer, whose order history they have right in front of them. A Big "F minus" for Disney Consumer Products and Disney Catalogue.
Originally Posted By DisLee >>see the charge come out of my account (and not be credited back as they claim, despite two calls to check with my card company who has no record of a credit even pending!)<< How can you see a charge come out of your account if your credit card company has no record of a charge?
Originally Posted By trekkeruss Just to add fat to the fire, while the wait is regrettable, and the customer service you received perhaps not what you expected, keep in mind this is just "stuff." <<It is entirely absurd and wholly irresponsible to market a series of products that were quite obviously seasonally appropriate for the upcoming Halloween holidays, and then come up short on their manufacturing and inventory.>> Halloween happens every year. It's not the end of the world. Frankly, you sound like a spoiled child (" I spend a great deal of money (four figures) a year with Disney Direct and the Catalogue (combined) on all on high-end merch, and to have them come up short on the pieces I most anticipated adding into my colleciton is a near deal-breaker for me.")
Originally Posted By jmuboy I am guessing that this Disney Direct stuff is not arriving at the warehouse as Diseny had hoped. It seems that DD is sticking to its release schedule but there are some items (tapestries, DL Dedication Plaque, Organ, severla of the Tiki items, etc) that were all released in what appears to be limited quantities. I am guessing Disney does not have the complete stock on hand I for one would rather have a guaranteed back order than nothing at all. I missed out on the dedication plaque (its sold out) and I am not gonna let that happen to me again.
Originally Posted By actingforanimators To answer a couple of questions, the account can be tracked on-line, so charges are visible with each transaction (the advantages of platinum) and as for what you might perceive as petulance, two pieces were part of a decor for a large annual party and specifically designed around this year, and the other was gift for someone who has a seasonal Birthday. If you place prominent focus on a product line - as this product line received the spotlight in the catalogue that dropped only this past week - and can not fill an order that was placed two days before on-line launch and a week and a half before catalogues go out, then you have blundered. If you don't go the extra mile to take a customer through some steps to problem solve but simply pass it off, the you're delivering terrible customer service. I reason through Disney's stumbles and fumbles quite regularly, and defend them frequently (to the point of being accused of being an appologist sometimes) but this was the kind of "customer service" I'd expect from a bankrupt airline, not the premiere level corporation that Disney used to be. Yes, perhaps I am spoiled, and perhaps the complaint seems childish, but Disney isn't my car mechanic making promises about a fuel pump repair, they're the company that caters to the child-like anticipation in all of us, and I figure you shouldn't advertise Christmas if it isn't coming.
Originally Posted By vbdad55 <Yes, of course I did...and so I got a response of "hmmm, ah, uh. I thought so" What? Did those who paid more get their orders filled, and those who paid "less" have to wait? You figure it out. that is an odd response ( unless they had a system glitch due to the coupons) - but I placed 3 orders and all had the large % discount and I have them all...if it was a systme glitch they should have said so or said nothing -- or else you're right - people would assume those paying full price were filled first
Originally Posted By vbdad55 <They were not responsive, not appologetic, not even accomodating, and hard as it is to believe they never once tried to offer suggestions for possible items that would be appealing replacements. Since when is that "guest relations?" T< obviously it just depends on who you get as a manager on the line-- when i received my HK Jungle Cruise it has 3 pieces snapped off of it...I called to return and after 4 days no one showed so I called and asked for a manager -- she apologized up and down and asked me to describe the breakage - after I did she said - why don't you keep that one and i will send out a new one today -- so I glued the pieces back on -( they're not perfect by any strecth)- and my 10 year old now has one too This was handled in 5 minutes and very professionally --
Originally Posted By actingforanimators Indeed, I truly wish the person who took my order had been the person I dealt with during the cancellation confusion. He was exemplary in every way.
Originally Posted By FiveBearRugs Is all the Mansion merchandise on back-order? LOL, I've noticed I was the only one here who liked the Opera Singers HK box.
Originally Posted By Liberty Belle I got my tapestry and organ five days ago (that's shipping to Australia). FWIW, I got the $45 discount. I was open-mouthed reading about the delay, I had no idea!
Originally Posted By vbdad55 <Is all the Mansion merchandise on back-order? LOL, I've noticed I was the only one here who liked the Opera Singers HK box. < Nope I have it and am very happy with it -- the colors on the singers stand out much more than I expected for an HK box -- which I like
Originally Posted By FiveBearRugs Hmmmm... save money, or get the HK box... save money or get the box...
