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how many frozen dolls where lost?

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how many frozen dolls where lost?
AgentOfAnarchy

AgentOfAnarchy

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hi guys, i know a lot of us are still having troubles and i dont mean to upset anyone but it just seems that a fair few dolls where lost and i just wanted to group it all together to see if that where the case and have somewhere we can post and discuss about the issues with this release - if that makes any sense.

my elsa was marked as delivered whilst I was home but never was, after phone calls and emails a week later disney agreed to send a replacement as elsa had not sold out by that point in the uk so I am lucky in that respect. I am still waiting and sending messages for my refund of £20 as I bought her for the upped £80. so so far thats 1 elsa lost.
 
My Elsa was marked as shipped and I got a blastoff email, but when I track it (even now), all it says was that a label has been printed, so my "original" Elsa is sitting somewhere and I have no idea where. Thankfully, I got this whole issue resolved last week and they were able to send me a "new one", but others haven't been so lucky.

So in sum, if you're keeping a tally, I am one whose Elsa doll was lost.
 
Add one for a lost LE Anna doll.

(Every time I post about this, it seems more and more ridiculous on UPS.) LE Anna was ordered, shipped and tracked as normal until the day of delivery when she was listed as delivered, but was certainly not delivered to my home. UPS was no help, as their system does not allow them to pinpoint the exact truck driver and the UPS & DS systems all showed that it was delivered. My address was correct in all systems involved.
 
AgentOfAnarchy said:
shivatopia have disney resolved the issue?

so 2 elsas and 1 anna so far.
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Unfortunately, no. As far as both UPS and DS are concerned, LE Anna was delivered to another address that was not mine, and she was not recovered by UPS either. :( Their system is so flawed, especially since I tried to nip the whole thing in the bud by contacting UPS 30 minutes after she was supposedly delivered to the wrong address.
 
My Elsa was lost, found in Illinois by UPS and sent back to Disney. Disney sent me a replacement doll while the original was on it's way back to them. A lot of people this happened to.
 
I'm so sorry to hear about all these missing dolls! It's such a let down. I'm starting to panic that mines lost now lol. I ordered mine on the 29/11/13 at around 4pm so as of tomorrow it will be 5 working days. And it does say on the Disney website that all ordered should expect a delay and that I will get a email before it's despatched. I'm wondering when it's going to arrive or when I will get the email. Just hope it does make it and doesn't get lost.
 
Mine was either lost or never shipped. I was given the same tracking number for both Anna and Elsa (this took a while too!.) When I looked, the package only weighed 4.90 pounds. According to Shivatopia, 4.90 pounds is the weight for Anna and Elsa is shipped separately and is 5.0 pounds.

A friend is having the same issue. She has one tracking number for both Anna and Elsa and it weighs 4.90 pounds, so I'm guessing that she is getting an Anna, but Elsa is nowhere?!
 
Unfortunately the way UPS describes their tracking is confusing, for starters never listen to their total packages as it generally refers to the number of packages expected to be delivered to the address based on the tracking numbers provided.

With LE dolls Disney has always sent these individually each with their own tracking number and they usually weigh around the 4.9-5lbs. In this case Anna was 4.9lbs and Elsa 5lbs. So if you only have one tracking number that means only one doll is on its way to you.

I am all the way in Australia and received my dolls last Friday (Nov 29) which means that I received my dolls on Nov 26 in the US. The fact that I was able to get mine faster than those that are within the US is just a disgrace either to Disney or UPS. Whilst I appreciate that nothing happened to my dolls I can't understand how they could have stuffed this up so bad with people still waiting for their dolls well over two weeks they were released.

For those that are still waiting, if you are still waiting on your original doll to arrive I would still complain because that is just unacceptable how long it has taken especially with how much you paid for the item. For those that are now just waiting on their secondary dolls as a result of their original one being lost and being sent another I would still complain as well because the fact of the matter is that the first was still lost. I really think Disney needs to (at the very least) release a statement stating what happened to these dolls and apologise for the inconvenience.
 
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My Anna LE never left the disney warehouse, 1 of the 2 floor supervisors I spoke to told me that they were having minor problems with some shipments and somehow some of the packages were lost.
I agree they need to apologize for this fiasco.
 
I have a friend who's Elsa was lost. But they are sending her a replacement, and she is in the US. So for those who are still looking and hoping for a replacement, keep trying!! But there's another one for the list.
 
My Elsa had her label printed and I got a blast off email as well but as psantos said it never moved and the tracking still says they're waiting for it to get to their facilities so it either nevr got there or double labelled or something. I called and they are planning to send me a replacement however, as I said in he other thread its been "processing" for a week now so Im a little worried
 
2 of my Elsas were lost, they were shipped but when you track them it just says "Shipped" but hasn't been checked in at any post office yet. I heard that the 2 dolls are in MA so they may not be lost, but I don't understand why they haven't been checked in yet to any of them.
 
Rasputin said:
Mine was fine, I just carried her out of her store.
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While this is a great strategy, its not really feasible for the majority of us considering stores seemed to have about 4 of each doll (and one store only let you purchase one sister??). Losing these online purchases is a huge deal, most people dont want to risk not ordering online to brave the stores, but it can also be really tough to find $400 to drop on a surprise doll release to try to buy online and in store. This puts us in a really bad place, especially since they were only LE 2500... I think its important to bring our concerns and dissatisfaction to Disney's attention so that they can try to correct the situation before the next release.
 
Well I ordered mine on the 29th and today it's 5 working days and I have just received a email stating that due to demand theirs been a delay and that my item should be with me in 3 working days so I'm guessing Wednesday right:/ Good job this is a Christmas present and not a birthday present or I'd be annoyed with the delay! I'm just hoping she doesn't get lost!!
 
My sister's Elsa was lost. Label printed and that was it. Currently have UPS conducting an investigation and Disney processing a refund. Only progress so far was that today I got it noted that if the doll is found and sent back to Disney they would recharge her for it and send it on it's way. At least that's something. I'm still constantly told they'll never find it. It also sounds like they don't mind if she gets the doll and the refund.
 
AA1990 said:
While this is a great strategy, its not really feasible for the majority of us considering stores seemed to have about 4 of each doll (and one store only let you purchase one sister??). Losing these online purchases is a huge deal, most people dont want to risk not ordering online to brave the stores, but it can also be really tough to find $400 to drop on a surprise doll release to try to buy online and in store. This puts us in a really bad place, especially since they were only LE 2500... I think its important to bring our concerns and dissatisfaction to Disney's attention so that they can try to correct the situation before the next release.
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Well getting them in stores is a very simple process. Most of the low editions are first come first serve. We get to the mall by 7:30 and then just sit and wait. Nothing fancy and nothing magical about store purchases.


Oh, and we have an extra Elsa for trade.
 
That's not really what the thread is about. It's more to compare stories and see how Many people it happened too. For those who didn't get a doll and someone to say well I got mine just fine is kinda rubbing salt in the wound ;) I for one cannot travel 2 hours and pay an extra £20 ontop just to get to my nearest disney store and the point of the matter is I shouldn't have too considering we've new shopping online for years due to living in a remote area and it's only the disneystore that has issues with this. If you offer a service you should provide it.
 
My Elsa was lost. According to my order on the site both Anna and Elsa have same tracking number, which is the lost tracking number. The blast off emails contained two different ones. The Anna doll (with a different tracking number than is listed on the site but was in my email) was delivered on the 26th. Despite not having shipping updates my Elsa was supposed to be delivered on the 26th as well, didn't show up, then it got rescheduled to the 5th, which of course it didn't arrive and now it just says In Transit w/o any updates since the 22nd. I have been told it is lost in CA. I live in PA and it originated from TN.....

When I first called Disney they said they had Elsa dolls for replacement but they wouldn't let me purchase one and wouldn't send me a replacement b/c I had a delivery date of the 5th. Now of course they are completely sold out and I am having to fight them to even get an investigation because it still says In Transit. UPS refuses to open up an investigation with us and said that it will continue to say In Transit and keep auto rescheduling delivery dates even though it isn't coming. Disney refuses to open up an investigation until the package says Delivered and wasn't delivered. I just want to pull my hair out trying to deal with these people. It sounds like enough people have lost dolls that you would think a memo or something would be sent out. Every Disney rep I talk to has no idea what I am talking about. I called last night saying it wasn't delivered and she goes well the day isn't over yet (it was 8pm and UPS had already came with other packages and told me nobody else was coming). So I asked when they considered the day over and she said midnight because its the holidays and UPS has been coming late. Really? Midnight? Even after I told her I spoke to the UPS guy it didn't matter. Called again this morning and after insisting multiple times that the package is lost they are going to call UPS and then call me back with a resolution. If anybody has a name of a rep they spoke to or if they spoke to a supervisor that was actually helpful please let me know. I have talked to four different Disney people and five different UPS people and I might as well have been talking to a wall.

Sorry for ranting. Poor customer service is just making everything that much worse.

Update - Just spent another 40 mins on the phone with Disney. They are finally doing a lost investigation, though I doubt that will result in anything. I was told there is absolutely no stock at the warehouses so I am out of luck I guess. Sigh :(
 
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Lumee23 said:
Sorry for ranting. Poor customer service is just making everything that much worse.

Update - Just spent another 40 mins on the phone with Disney. They are finally doing a lost investigation, though I doubt that will result in anything. I was told there is absolutely no stock at the warehouses so I am out of luck I guess. Sigh :(
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Nope, don't feel bad about unloading your frustrations... We're all here for support during these trying times. :hug:

In my experience, it was not so much bad customer service, per se, as the reps were trying their hardest with the systems and information at their disposal (which were very limited and gave the same information that we can already obtain via online tracking methods). I feel that the huge fault lies in that their systems do not connect very well (neither at DS nor at UPS), so that they cannot provide us with any insight with what is going on, because their own systems do not provide it to them.

I hope it works out for you! If they end up saying that they could not locate the doll at all, do not just accept a flat refund. Voice your disappointment and make them provide just a little more compensation for this failed doll release. No one should just accept a shrug of the shoulders and a quiet refund as if you never placed the order. That is just not right.
 
Oh! I forgot to mention. This is sort of kind of related I guess?

When I sent my e-mail about my damaged box on my Anna, I also sent them my concerns regarding how the dolls were shipped. I said that not only were the systems poor, but that the shipper boxes are absolutely unacceptable. I warned them that many collectors were not content with the way their dolls arrive, and that if it didn't change soon they ran the risk of losing very valued customers. I explained that as collectors, we loyally spend hundreds on these dolls only to have them arrive wrapped in a thin layer of tissue paper, often times damaged, or missing all together. And that we were getting fed up with it (essentially, I didn't use the words "fed up" lol).

The reply was that my concerns were forwarded via an "internal email" and that I was to expect a response from someone higher up. Hopefully they actually say something back!
 
AgentOfAnarchy said:
That's not really what the thread is about. It's more to compare stories and see how Many people it happened too. For those who didn't get a doll and someone to say well I got mine just fine is kinda rubbing salt in the wound ;) I for one cannot travel 2 hours and pay an extra £20 ontop just to get to my nearest disney store and the point of the matter is I shouldn't have too considering we've new shopping online for years due to living in a remote area and it's only the disneystore that has issues with this. If you offer a service you should provide it.
Click to expand...

I agree, my only chance at getting these dolls would be to get them online. The last Disney store here closed back in 2006 and even with that it was in a completely different state so would have been 12 hour drive or a plane ride. Now unless I orders these online or get some in the US to buy one for me in store the only way I would be able to buy a set would be for me to spend over a grand on a plane ticket just to fly there and buy it at retail. So I agree not everyone has the opportunity to go in store instead. Also as many pointed out the majority of stock is sold online and not in store therefore if everyone started going in store then surely people would start missing out.

I feel that after this fiasco more people will go in store instead as a result will result in several missing out in store. I was definitely lucky with this release so I cannot imagine how frustrating it may be for everyone else. I am just glad mine came through ok as it would have been more of a logistical nightmare (involving international phone calls and crazy shipping costs) to just try and resolve the issue.

So I do hope we can band together enough of a ruckus so that Disney store realizes their errors and prevents this from ever happening again. I got a survey/questionnaire from the Disney store so I will definitely be leaving a comment about this for sure. For those still waiting good luck and I do hope your dolls arrive eventually and safely!
 
Im sorry so many dolls have been lost :(! I wonder where they even are...i dont understand how they can lose such a big parcel :/!! They seem like a pretty rubbish delivery service to me :c
 
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