I am so mad.......Update(good news)
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nanajoyx2 · 11-28-2003, 07:38 PM

at Disney Mail Order and I need to vent. I hope this is the correct place. Here goes. On October 24 my daughter-in-law and I shipped a package from World of Disney. In it was a photo album, a package of Cinderella figures, and a $80.00 Cinderella snow globe. The package finally arrived at my home on November 14 vis UPS, but the globe was not included. So I called the Mail Order number and explained the situation to the CM. She was helpful, saying that I had to fax all my original receipts to them. Since this was a Friday, I decided to wait until Tuesday, Nov 18 to fax the info, hoping that the snow globe might arrive on Monday. Well nothing arrived so all the paperwork was faxed first thing on Tuesday morning, asking to be called if there were any questions or problems. On Nov 24 I called again to inquire about my globe and was told everything was together (all the paperwork) and it was just awaiting a manager's signature. Well today the snow globe arrived via FedEx. Unfortunately they sent a broken one. And it wasn't broken during shipping. This was a very badly repaired piece. This snow globe has Cinderella inside the globe and she is supposed to twirl around when the key is wound up. Well, she only twirls half way around then stops. Also on either side of the globe there are the two staircases leading to the Castle, which is behind the globe. On the left staircase, the top railing is broken and "repaired"(very badly glued and chipped)and one of the spindles is completely missing. And the Prince is also broken and placed carefully back in position, but not even glued in place. He is broken down at his feet. So I called Mail Order again and naturally the person who handled this won't be in until Monday (this is someone from Research). I am so angry about how this has been mishandled. Does anyone have any suggestions as to what else I can do to have this problem resolved? I was told once again that someone will call me, but I doubt that will happen as I was told this when I called Nov 24. I definitely will call again on Tuesday,

Dec 2 if I do not hear from them on Monday and this time I will ask to speak to a manager from Research. I know that the CM's who answer the phones are not responsible for this mess, but someone should be held accountable for this. Thanks for letting me vent and I'm sorry this post is so long. I will keep you informed as this story progresses.

Elaine(not feeling much Joy)

AngelaVa · 11-28-2003, 08:52 PM

Elaine
I do not blame you one bit for being mad or upset with this. I would not wait for someone to call me, I would call on Monday morning and I would ask for a manager in Research. Let them know how upset you are.
Do you have a digital camera that you could send them a picture of what it looks like when you received it?
YOU GO GIRL! Give them all you can! Good Luck.
Keep us posted.

Angela

statelady01 · 11-28-2003, 09:07 PM

I would be ticked off too! I would definitely skip the CM's and ask directly for the manager when you call back- I too, am curious to hear how it works out.

michnash · 11-28-2003, 10:58 PM

I don't blame you for being upset with them. I hope you keep at it and call and talk to someone in charge. I have found from experience that it is best to try and stay calm, but firm about your dissatisfaction with the situation. Personally, I have had great luck with the mail order. I once had something arrive broken (it must have happened in shipping) and they took my word for it and sent out a second item. They even told me to keep the broken item. (I mean it's no use broken, but I found it odd that they just took my word for it and didn't need it returned.) However, this was a while back and policies may have changed since. Don't give up!

nanajoyx2 · 11-28-2003, 11:26 PM

Angela,

Yes, I do have a digital camera and I took a picture of the damaged handrail, but the damage was not visible in the picture. The only thing that was noticable was the missing spindle.

Michelle,

I have had many items shipped home from WDW, including 4 other shipments during this trip. One package that I purchased at MK got shipped to Illinois instead of Massachusetts, but it did arrive last week. I have been calm when speaking to the CM's on the phone, it is when I hang up that I want to scream, not at the person I was speaking to, but just about the situation. This snow globe is my DDIL's birthday present. It is the one thing she picked out for herself when we were there. But I know WDW is a very busy place and mistakes happen. And I don't think they sent a broken snow globe on purpose. I also don't want to "rub the wrong people the wrong way" in the research dept, so I am willing to give them the benefit of the doubt and wait until Tuesday to speak to management. Hopefully someone will call me on Monday with an answer (am I being too naive?)

It's going to be a long weekend.

Elaine

**chezp** · 11-29-2003, 03:24 AM

Sorry to hear about your experience. I'd ring on Monday and go straight for a manager - that was always my dad's advice if you wanted to complain about something or had a problem, go as high up the organisation as you can.

Hope you get it all resolved OK. Do let us know.

Pooh1219 · 11-29-2003, 09:16 PM

I sure as heck wouldn't worry about rubbing someone the wrong way. You paid for something, have gone through some hassle waiting to receive it, and then it arrives broken. You're not asking for special treatment - you just want what you paid for, and if someone's rubbed the wrong way a bit, maybe next time they won't send out an obviously broken item. Got get 'em!

DISNEYGOOF · 11-30-2003, 12:23 AM

I'm so sorry your globe was sent broken. I hope
the next person you talk to will get to the
bottom of this and send you a new globe.

Joy J · 11-30-2003, 05:58 PM

I would definitely call first thing Monday morning and ask to speak to a manager. Then I would politely but firmly outline the problem and explain that time is an important factor since the snow globe was meant as a birthday present. My guess is that, once someone in management is made aware of the situation, it will be quickly resolved to your satisfaction.

Joy

nanajoyx2 · 12-01-2003, 12:45 PM

Well I took everyones advice and spoke to a manager this morning (Monday). She was very helpful and apologetic about the situation. I should be receiving the new snow globe on Wednesday. She said she will be calling me on Wednesday evening to verify that I have received it and that it is not broken. I will let all of you know the results. Elaine

Irene · 12-02-2003, 08:28 PM

Glad it's being resolved. I was starting to loose faith.

nanajoyx2 · 12-03-2003, 11:38 AM

FedEx was at my door at 9:30 this morning with my package. I was a bit anxious when I was opening it, but nothing is broken and I am so relieved.

I have to tell you that on Monday afternoon I received a call from the CM in Research asking about the broken snow globe. I explained everything to her and I told her that I had spoken to a manager earlier that day. She asked if the manager had made arrangements for the return of the original. I was not given any info about this, but when the manager calls tonight(she said she would call to check on delivery), I will ask about this. It's been a long wait, but my DDIL finally has her birthday gift. Thank you all for your concern.

Elaine