Was charged full price for this ($4.99+tax)

[mergatroid]

Last day of our 15 day stay and we were heading straight to the airport from the Studios. We had 20 mins left and so asked my wife if she'd get me my favourite blue ice drink as a final treat and gave her $10 (I'm not sexist, I have dystonia and my hand was cramping so couldn't hold it myself). Watched from a nearby bench as my wife queued for over 10 minutes before returning with the above drink. She looked disappointed as she handed it me and explained what had happened. Apparently the machine was having difficulties and that was all the CM could get from it. My wife had politely said "That's not full price is it?" and the CM had replied she was ringing her manager to approve a discounted price on the $4.99 + tax for the above. After a quick call she returned to my wife and apologetically said "I'm so sorry but I can't discount it so it's full price or I can get you something else".

As there was a long line and I was too far for my wife to shout me without delaying the already impatient queue of customers, my wife made the decision that I'd prefer that than nothing and handed over the money for it. As she handed it me she could see I wasn't happy but I barely had time to consume it yet alone rejoin the queue to ask for a refund. I get it's kind of my wife's fault for agreeing to pay the $4.99 (plus tax) but understand why she did and I know that many will rightly say "That's on us". Had I been close enough for her to ask she would have etc, however events were different and we were where we were.

What I fail to understand is why anyone would think it the right thing to do to charge full price (plus tax) for this barely third full icee that had hardly any taste to it to a customer who had paid at the very least one days entry into the park? I don't know the policy for the CM there and perhaps previous ones had been disciplined for giving discounts without permission or such, so I don't necessarily blame them for not making the decision themselves (unless they could have but decided not to). Had I not only had 10 minutes left before leaving for the airport then I'd definitely had returned and politely asked for a refund and I understand why my wife did what she did under the circumstances. I'll be contacting Disney over the principle of this just to see what they say but I'm astonished how anyone would consider this good customer service. I appreciate we had the choice of not paying for it and the circumstances that led to my wife's decision were not Disney's fault, but am I wrong for thinking that there was a better way for this situation to be handled?

 

[NelleBelle]

If Disney knew the machine was acting up, they should have stopped serving and the cm shouldn’t have even brought it over and apologized and said the machine was out of order! I’d be ashamed if I charged a customer for that! When I worked at arby’s many many lifetimes ago, when our shake machine would act up, we explain it and offer a soft drink in lieu at no charge (or a rain check). But never would I ever have given them a half formed, liquid shake

EDIT: at first glance I thought it was some weird toilet bowl cleaner for your room or something

 

[mergatroid]

If Disney knew the machine was acting up, they should have stopped serving and the cm shouldn’t have even brought it over and apologized and said the machine was out of order! I’d be ashamed if I charged a customer for that! When I worked at arby’s many many lifetimes ago, when our shake machine would act up, we explain it and offer a soft drink in lieu at no charge (or a rain check). But never would I ever have given them a half formed, liquid shake

EDIT: at first glance I thought it was some weird toilet bowl cleaner for your room or something

The toilet bowl cleaner comment made me laugh far more than it should have, sat here giggling and agreeing

Your above resolution seems a sensible one to be fair, I don't want to come across as entitled but like you more or less have just said it feels kind of wrong on a few levels.

Ironically a few days earlier one of our party of 5 that day had left his newly bought Disney hat in the queue of ROTR. It was his fault and he expected nothing from Disney. The following day he visited guest services to see if anyone had handed it in and was told unfortunately not. He was however offered a free hat up to $20 even though he'd not asked or expected that, he didn't even have his receipt for the original one. That was great customer service and went well beyond what you would expect, it was crazy over the top and not even necessary so well done Disney on that. Perhaps that's why my situation left a bad taste in my mouth (though it could have been the blue toilet cleaner that was more to blame on that )

 

[NelleBelle]

View attachment 628346Breakfast at Sanaa, $11. You cannot beat that.View attachment 628347

The toilet bowl cleaner comment made me laugh far more than it should have, sat here giggling and agreeing

Your above resolution seems a sensible one to be fair, I don't want to come across as entitled but like you more or less have just said it feels kind of wrong on a few levels.

Ironically a few days earlier one of our party of 5 that day had left his newly bought Disney hat in the queue of ROTR. It was his fault and he expected nothing from Disney. The following day he visited guest services to see if anyone had handed it in and was told unfortunately not. He was however offered a free hat up to $20 even though he'd not asked or expected that, he didn't even have his receipt for the original one. That was great customer service and went well beyond what you would expect, it was crazy over the top and not even necessary so well done Disney on that. Perhaps that's why my situation left a bad taste in my mouth (though it could have been the blue toilet cleaner that was more to blame on that )

You’ve never come off as “entitled”. I’d feel the exact same way if my DH came back with that (now HE would call me high maintenance but that’s neither here nor there) Sometimes Disney is awesome with customer service and other times they are just abysmal! I’d definitely share your story with GS—yeah it $4.99 but it’s the principle. It’s service at its poorest on all levels.

 

[DfromATX]

I'm kind of surprised they didn't just tell her to take it on the house.

When the mobile ordering first came out, I ordered Dole Whips from Aloha Isle for my whole group (7 of us!). Well, I goofed and ordered only 6. When I got to the pick up and realized what I did, she told me not to worry about it and they fixed another one and didn't charge me! I swear it was an honest mistake and I didn't intentionally try to scam them. I felt really bad, but she didn't seem to care. I'm pretty sure she just didn't want me to hold up the line, but whatever the reason, it was really nice!

 

[mergatroid]

I'm kind of surprised they didn't just tell her to take it on the house.

When the mobile ordering first came out, I ordered Dole Whips from Aloha Isle for my whole group (7 of us!). Well, I goofed and ordered only 6. When I got to the pick up and realized what I did, she told me not to worry about it and they fixed another one and didn't charge me! I swear it was an honest mistake and I didn't intentionally try to scam them. I felt really bad, but she didn't seem to care. I'm pretty sure she just didn't want me to hold up the line, but whatever the reason, it was really nice!

I didn't mind paying something for it, just not full price. It would have been nice to have got it free, especially as if my wife had declined it then I assume it would have been binned anyway? I'm just bewildered that it took a phone call to find out what to do and that then resulted in a "Tell them it's full price or they can't have it" response. As @NelleBelle has said, it would have been better to have just said the machine was broken, than go through all that which resulted in charging full price for a third of a drink.

 

[John park hopper]

guess you didn't get the Disney memo the new full price portion reduction

 

[Goofyernmost]

Here's their probable logic. She ordered the item and the machine didn't work properly. The CM offered to make something different instead, but she said that she really wanted that one and could she get it at a discount. The CM checked with her boss and was told no they couldn't discount it. Why? My guess is that the registers have only preset prices and no way to enter it in the machine. It indeed then should have been just given to her, but I'm sure the CM didn't even think about that and since it wasn't what she asked for and had to charge the full price. Stupid? Absolutely, but with Disney's guest to gather every nickel possible from todays honored guests, the CM didn't see any choice. Not everyone is quick enough to figure out what to do for a situation like that and this was probably a new CM still on probation. The CM's manager however should have known better but they are only as good as their intel and company policy.

 

[John park hopper]

The CM should have just given it to her.

 

[Weather_Lady]

Somebody didn't train that CM properly.

 

[DfromATX]

I didn't mind paying something for it, just not full price. It would have been nice to have got it free, especially as if my wife had declined it then I assume it would have been binned anyway? I'm just bewildered that it took a phone call to find out what to do and that then resulted in a "Tell them it's full price or they can't have it" response. As @NelleBelle has said, it would have been better to have just said the machine was broken, than go through all that which resulted in charging full price for a third of a drink.

Agreed, but since they already poured it, it should have just been given to you at no charge. I don't think that was very good customer service, definitely not Disney customer service. I know it was only $4.99, but it's the principle.

 

[Nottamus]

Agreed! Should have been free. Like it never happened!

In Hollywood Studios one night, the wife and I having a few beers, I began to crave a pretzel-
Walked over to a cart and I could see they were closing up - I asked for a pretzel, they handed me one and said they were closing so, “no charge”. I repeated it back to make sure what I heard…

A free Disney pretzel. Yours should have been free too!

 

[wdwmagic]

Yes as others have said, should have been no charge.

 

[Demarke]

I tend to abide by the adage, "Never attribute maliciousness or ill intent, what can be explained by stupidity." I'd be willing to bet that this is a new cast member that is still figuring out food service and hasn't figured out the gray areas or right questions to ask. A situation of individual naivete rather than corporate policy.

Most restaurants have a reasonable policy not to give away things which protects against two big restaurant problems (giving freebies to friends/family and making too much of something to try to justify taking home the "extra"). A new employee may see that as rigid and not realize the nuance that it's pretty standard to give away something when it runs out halfway through a pour.

Based on the dumb things that did when I was young and just started a job in food service that in hindsight seem like they should've been common sense, I could easily see this as a case of asking the manager the wrong question. ("Is there a way to ring a drink up for half price?" vs. "The drink machine ran out a third of the way into this cup, can I give it away?")

 

[NickMaio]

On our Honeymoon we got tons of free stuff. We had newlywed shrts and wdw buttons. On 5 separate occasions CM cme up to us to say congratulations here's a free large cone, mickey bar, turkey leg....and a few more I can't remember.
This was almost 8 years ago....made our trip even more memorable.
Sadly this seems to be no longer the case.

 

[Goofyernmost]

Agreed! Should have been free. Like it never happened!

In Hollywood Studios one night, the wife and I having a few beers, I began to crave a pretzel-
Walked over to a cart and I could see they were closing up - I asked for a pretzel, they handed me one and said they were closing so, “no charge”. I repeated it back to make sure what I heard…

A free Disney pretzel. Yours should have been free too!

I'm not sure about Disney, but in many places receipts are reconciled by the number of containers. If they have 100 containers and there are only 50 left then the registers need to show revenue for the 50 missing containers. I agree that it would have been the right thing for the CM to do, but at what cost to her/him. Considering the circumstances mentioned the CM might not have had that power, no matter how logical it may seem. Do not blame the CM, blame the management. That is where the CM gets their orders.

 

[Rob562]

A new employee may see that as rigid and not realize the nuance that it's pretty standard to give away something when it runs out halfway through a pour.

Based on the dumb things that did when I was young and just started a job in food service that in hindsight seem like they should've been common sense, I could easily see this as a case of asking the manager the wrong question. ("Is there a way to ring a drink up for half price?" vs. "The drink machine ran out a third of the way into this cup, can I give it away?")

Exactly.

"I'm so sorry, the machine ran out and this is all I could pour. You can have it for free, but would you like to order something else in addition?"

-Rob

 

[Rob562]

I'm not sure about Disney, but in many places receipts are reconciled by the number of containers. If they have 100 containers and there are only 50 left then the registers need to show revenue for the 50 missing containers. I agree that it would have been the right thing for the CM to do, but at what cost to her/him. Considering the circumstances mentioned the CM might not have had that power, no matter how logical it may seem. Do not blame the CM, blame the management. That is where the CM gets their orders.

You typically see that happen in concert and sports venues where they're a rigidly controlled concession stand. (Those are the places that won't give you a cup for a bottled or canned beer) At most at Disney all the CM would have to do is mark it down as a guest recovery.

-Rob

 

[Gillyanne]

On our Honeymoon we got tons of free stuff. We had newlywed shrts and wdw buttons. On 5 separate occasions CM cme up to us to say congratulations here's a free large cone, mickey bar, turkey leg....and a few more I can't remember.
This was almost 8 years ago....made our trip even more memorable.
Sadly this seems to be no longer the case.

May not be as often, or may also depend on if they have spares etc. but it does seem to still happen. I was in the parks the day of and around my birthday. The day before I was wearing my "best birthday ever" ear hat (the "it's my birthday" one is reserved for actual day of ) and after we picked up some QS food, one of the cast members followed us up to where we were sitting, and gave me a free cannoli "b/c they didn't have birthday cupcakes" TBF this is the only birthday freebie I remember in the 2 times I've gone for it. About 5 (maybe 6) years ago, my friends SIL was with us with her birthday button on, and I think they gave her a dessert at dinner.

 

[Texas84]

Agreed! Should have been free. Like it never happened!

In Hollywood Studios one night, the wife and I having a few beers, I began to crave a pretzel-
Walked over to a cart and I could see they were closing up - I asked for a pretzel, they handed me one and said they were closing so, “no charge”. I repeated it back to make sure what I heard…

A free Disney pretzel. Yours should have been free too!

Sometimes they give away free stuff as part of the 50th. I've had a free pretzel and coke at AK and a free coke at SSR. Random acts from CMs.