How do I get a Response From Disney?

[mickaroonie]

Years ago I was at WDW on my birthday and my Mom ordered me a cake and I never got it. She wrote a letter and explained everything and told them I was a Disney "Freak" even had one room in my house devoted to Disney. I got a very nice telephone call and a gift card. I agree with Chef Mickey be polite and they will get back to you.

 

[NelleBelle]

I, too, feel genuinely sorry for the OP's child (and OP). My youngest was very attached to a particular blanket my mom made him when he was just a baby. He had to have that thing everywhere we went. However, I think I probably could've rectified the issue if I could've gotten Disney to replace the blanket with an "autographed" blanket and he likely would've been thrilled. Now me, on the other hand, knowing that it was a blanket full of sentimental value, would not be so easily swayed. However, an apology from Disney would likely help, especially if they tried to make things right. @brandondad14, it can't hurt to send a picture with your son and his blanket along with your letter (like another poster suggested). It would at least personalize the letter. Curious to know how it all turns out!

 

[YozhikRoth]

On the rare instances where I had a legitimate concern at Disney, speaking to a manager in person always rectified the problem.

• This past Feb at the CBR, housekeeping did not bring enough towels or toiletries after I requested them the first day. Speaking with the front desk after day 3, it was corrected and they offered a $20 gift card for my troubles.
• Dining at the ABC Commissary, two children seated near me were throwing ketchup at each other and splattered my shirt and shorts. The manager credited lunch back to my account and directed me to Guest Services, who gave me a $80 gift card to compensate me for my clothes.

 

[jaklgreen]

On the rare instances where I had a legitimate concern at Disney, speaking to a manager in person always rectified the problem.

• This past Feb at the CBR, housekeeping did not bring enough towels or toiletries after I requested them the first day. Speaking with the front desk after day 3, it was corrected and they offered a $20 gift card for my troubles.
• Dining at the ABC Commissary, two children seated near me were throwing ketchup at each other and splattered my shirt and shorts. The manager credited lunch back to my account and directed me to Guest Services, who gave me a $80 gift card to compensate me for my clothes.

Say what? Ok, I have had issues while at WDW with housekeeping not bringing stuff and I always am nice when I talk to someone even if it takes several tries. I have never been given anything for my "troubles" other then what I had asked for. On the second issue, why would disney give you anything, what did they do wrong. I would have talked to the parents and not brought disney into it. Am I the only fool on the planet that does not get free stuff when something goes wrong? Should I make a big stink whenever any little thing happens so I can get something for free? I don't get how all of these people get free stuff whenever there is an issue. Do I have to be mean and not so nice and friendly when I talk to them?

 

[YozhikRoth]

Say what? Ok, I have had issues while at WDW with housekeeping not bringing stuff and I always am nice when I talk to someone even if it takes several tries. I have never been given anything for my "troubles" other then what I had asked for. On the second issue, why would disney give you anything, what did they do wrong. I would have talked to the parents and not brought disney into it. Am I the only fool on the planet that does not get free stuff when something goes wrong? Should I make a big stink whenever any little thing happens so I can get something for free? I don't get how all of these people get free stuff whenever there is an issue. Do I have to be mean and not so nice and friendly when I talk to them?

The point is I am never nasty, and in my experience, an institution that prides itself on customer service bends over backwards to help its guests. With the ketchup incident, I never sought out the restaurant manager, one of the cast members on the floor sent him to me. While I was more concerned with getting the shower of ketchup off me, the manager wanted to assure my experienced was not ruined, even if Disney was not responsible for the behavior of unruly guests.

 

[jaklgreen]

The point is I am never nasty, and in my experience, an institution that prides itself on customer service bends over backwards to help its guests. With the ketchup incident, I never sought out the restaurant manager, one of the cast members on the floor sent him to me. While I was more concerned with getting the shower of ketchup off me, the manager wanted to assure my experienced was not ruined, even if Disney was not responsible for the behavior of unruly guests.

You are lucky then. I must be invisible or someone they know keeps coming back no matter what. I never expect or ask for anything but I have never been compensated for any of the minor issues I have had. I still would have said something to those horrible parents.

 

[NelleBelle]

Totally with you on saying something to parents! If my kids had been at fault, I would've offered to pay for the replacement of @YozhikRoth's shirt myself (and then taken my kids outside where perhaps someone's ears might be sore...either from a talking' too or perhaps from being led outside via the ear ).

I think Disney gave us a room upgrade when there was an issue with our room on check-in but I think that's about it. Luckily, we've never really had any major issues with Disney where I've really needed to ask to speak to a manager, etc (at least that's coming to mind at the moment). I will say, after reading some of the posts about how soaked some have gotten riding POTC since they changed the ride vehicle, and being unaware of that change, I absolutely wouldn't hesitate to complain about becoming drenched when it never used to happen.

 

[Jon81uk]

Dining at the ABC Commissary, two children seated near me were throwing ketchup at each other and splattered my shirt and shorts. The manager credited lunch back to my account and directed me to Guest Services, who gave me a $80 gift card to compensate me for my clothes.

In this case I think the childrens parents should have compensated you for their childs actions, it had nothing to do with Disney and those parents should have been looking after their children better!

 

[YozhikRoth]

In this case I think the childrens parents should have compensated you for their childs actions, it had nothing to do with Disney and those parents should have been looking after their children better!

While partly in shock, the parents gave me one of those "they're kids, we have no control over them" looks. If it were my kids (and these kind of things have happened before) I would take money out of their souvenir budget and have them walk it over to the table, apologize and offer to make it right.

 

[jaklgreen]

While partly in shock, the parents gave me one of those "they're kids, we have no control over them" looks. If it were my kids (and these kind of things have happened before) I would take money out of their souvenir budget and have them walk it over to the table, apologize and offer to make it right.

Wow. Funny how the rest of us have no problem controlling our kids. It is called teaching right from wrong. So sad that some people take the easy way out instead of putting in the work and properly parent.

 

[PinnySmart]

I have had to complain about certain issues occasionally and all I ever need is for the situation to be corrected. Disney has offered compensation and I politely decline. On the issue of the ketchup incident mentioned above I would be embarrassed to accept compensation from Dianey when it was absolutely no fault of theirs at all. I guess we all handle things differently.

 

[Kimmedina]

If you want advice, I'd write a letter to guest services and personally sign it. Be polite and complimentary about things you like while also very clearly outlining your concern.

I've written several letters to Disney and gotten wonderful responses by phone. I was even sent a Steamboat Willie stuffed Mickey, picture frames, and other Disney memorabilia by mail with personalized note.

One concern I had in particular got me a $300 credit on my reservation right back to my credit card post trip. While we were one of the first to test Magic Bands (we had major problems every day with them), one person in Guest Services gave us special seating at EPCOT for Illuminations and several days of complimentary room/dining plan/park ticket.

The key is, be polite and put some thought into your letter. Disney is trying to do a good job if for no other reason than they want you to be satisfied and go back to spend more money.

Where did you mail the letter to?

 

[Club Cooloholic]

I am surprised front desk didn't address this for you from the start. At least a a credit to get him a blanket from the gift shop. As well it's better than what happened to me, bought a droid and the motor stopped working a a few days after getting home. And since we didn't have the receipt we were out of luck

 

[Santa Raccoon 77]

I hear stealing cucumbers gets a quick response from Disney.