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Best way to make comments and complaints?

TrainsOfDisney

TrainsOfDisney

Well-Known Member
Original Poster
would love to hear from CM’s both current and former - what is the best way to make a negative comment or complaint?

In the 2025 world of social media complaints on video, “Karen’s” and people trying to get a refund or free gift etc. what’s the best way to make a complaint that will actually get acknowledged and hopefully fix an issue.

I’m talking about a genuinely rude cm (which are thankfully rare!) or a policy / procedure that creates a bad guest experience or bad show.

I know some will say “Disney doesn’t care anymore” but I hope that’s not really true. :)
 
"El Gran Magnifico"

"El Gran Magnifico"

Premium Member
TrainsOfDisney said:
would love to hear from CM’s both current and former - what is the best way to make a negative comment or complaint?

In the 2025 world of social media complaints on video, “Karen’s” and people trying to get a refund or free gift etc. what’s the best way to make a complaint that will actually get acknowledged and hopefully fix an issue.

I’m talking about a genuinely rude cm (which are thankfully rare!) or a policy / procedure that creates a bad guest experience or bad show.

I know some will say “Disney doesn’t care anymore” but I hope that’s not really true. :)
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Here's a guide

K

Thread 'Unmagical Day at the Magic Kingdom'

Let me start out by saying that I love Disney World, or at least I did until my recent trip on Monday, March 3, 2014. I have been to Disney at least twenty times. I honeymooned at Disney World. I have Disney stock. I never ever thought I would ever write a complaint letter to the "happiest place on earth". Granted, I have not been in a few years. There have been lots of changes at Disney, and most of them are not good. The reason I have not gone in a few years is that I have been busy having children, an adorable little Princess who is 2 years old, named Skye, and my 5-month old little...
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Baloo124

Baloo124

Premium Member
TrainsOfDisney said:
In the 2025 world of social media complaints on video, “Karen’s”
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Complaining isn't the behavior which makes someone a "Karen".
It's the manner in which the complaint is issued, and what the complaint is about.

If you (in a respectful, professional manner) complain about a genuinely rude CM or employee at any business, you are doing a favor for that business, future customers, and in many cases, the rude employee. Many times, a simple talking-to from their superior fixes the rudeness and makes them a better representative of that company moving forward. Had you never complained, you only enabled the rudeness or problem to continue.

If you complain in an angry, disrespectful, heated manner, or if it's about something extremely superficial not impacting customers or the business's image... that pushes you into the "Karen" territory.
 
castlecake2.0

castlecake2.0

Well-Known Member
TrainsOfDisney said:
would love to hear from CM’s both current and former - what is the best way to make a negative comment or complaint?

In the 2025 world of social media complaints on video, “Karen’s” and people trying to get a refund or free gift etc. what’s the best way to make a complaint that will actually get acknowledged and hopefully fix an issue.

I’m talking about a genuinely rude cm (which are thankfully rare!) or a policy / procedure that creates a bad guest experience or bad show.

I know some will say “Disney doesn’t care anymore” but I hope that’s not really true. :)
Click to expand...
The best thing to do is ask for a Leader in the moment and explain what the service issue is. That way they can fix it in the moment. If it’s too late for that if you’re in a park you can go to Guest Relations (but usually they will call back to the location and see what’s going on). If you’re at a resort, then front desk is best option. If you’re no longer on property then guest.services@disneyworld.com.

Best option though is always in the moment at the location. But no matter what method you use, the feedback does get back to the area leadership for them to address. If you want to DM more details I might be able to better assist.
 
JIMINYCR

JIMINYCR

Well-Known Member
Baloo124 said:
Only if there's anger involved.

"I have a problem" = Not a Karen
"I HAVE A PROBLEM!!" :mad::mad::mad: = Karen
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The problem is that people now think that the angrier they sound and the louder they yell, the more they will get action. Trying to diffuse the situation and getting them to listen to reason usually has no affect and they ramp it up more. When they have the belief they are right and you are totally wrong, that's the only thing they are willing to accept.
As to complaints, we've had several occasions in parks where faced with a problem and getting nowhere with a CM, we asked for a supervisor and that got us a response for addressing the issues.
When sending in a not in person complaint we've had form letter responses that we felt were not making us feel listened to.
 
E

Eric Graham

Well-Known Member
wait, um shouldn't this be positive feedback as well? recently, i contacted a restaurant after having such outstanding and rather delicious feedback from wonderful team members. Think scrumptious chicken sandwiches. When I called the 800 number, they were so pleased as punch and further told me that when people call and call their service number that basically about 99% of people complain about the service. Also, many a time when I'm at Disney whatever it may be parks, musicals, stores etc oh so many people there for the most park go ultimately above and beyond in terms of ultimate total quality management (as pertaining to wonderful customer service) of what is expected of them. That's just my 2 cents...
 
JIMINYCR

JIMINYCR

Well-Known Member
Eric Graham said:
wait, um shouldn't this be positive feedback as well? recently, i contacted a restaurant after having such outstanding and rather delicious feedback from wonderful team members. Think scrumptious chicken sandwiches. When I called the 800 number, they were so pleased as punch and further told me that when people call and call their service number that basically about 99% of people complain about the service. Also, many a time when I'm at Disney whatever it may be parks, musicals, stores etc oh so many people there for the most park go ultimately above and beyond in terms of ultimate total quality management (as pertaining to wonderful customer service) of what is expected of them. That's just my 2 cents...
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TrainsOfDisney said:
There is a CM compliment form on the app that I’ve been told is useful to use and I do take notes of CM’s to mention!

But yes, if there is a better more useful way to give compliments that is good to know as well.
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Certainly. CM's get noticed by their supervisors when a guest compliments them for something they have done to stand out. Whenever we've had a great encounter weve gone to guest services where they have a form you can fill out. You should have the CM's name but you can write where and when the encounter took place because they can track down the CM from the info on their time logs. And CM's do collect and keep compliment cards.So you can go to any guest services area to make a CM's look good to their area manager.
 

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