• Guest, Help The DPF Community Thrive - Join Our Donation Drive Today!

    We're launching a special DPF Donation Drive to ensure our beloved forum continues to flourish. Your support is vital in helping us cover essential server costs and keep our community running smoothly — This is more than just a donation; it's an investment in the future of our community.

    Join us in this crucial drive and let's ensure our forum remains a vibrant and dynamic place for everyone.

    Please visit the DPF Donation Drive Thread for details and instructions on how you can make your donation today!

how many frozen dolls where lost?

Status
Not open for further replies.
how many frozen dolls where lost?
I have to say personally, the customer service at the Disney Store was never the issue. they all tried their best and were very nice to me, but there's only so much someone in front of a computer can do.
 
There needs to be a better system regarding communication between disney and ups. While I lucked out on the frozen dolls since I dealt with disney uk online, my past online purchases at disneystore.com this year never had a tracking number. Since I have to be there at delivery to pay the customs charges, it's very frustrating as there's no way for me to tell when it's coming. In addition, once the order is shipped, calling dsneystore was always useless as they can't tell me anything since they don't have the information on where the package is on their end. Hopefully since it seems the Frozen dolls had these widespread problems, they will do something and fix these problems so that something good can come from this.

also, going to the store to buy them in person is just not feasible for a lot of people either due to location or lack of time since many of us have work or class that requires us to be there. I'd love to get my dolls in person since I could pick it out, but I have to rely on the online store most if the time.
 
My Elsa shipping ever updated. I got Anna in 3 days. I emailed Disney on Thursday and they are sending me a replacement. Fingers crossed.
 
too many dolls lost...when they get found, what will DS.com do? Look through the orders of people who ordered them and got refunded, contact them to see if they still want them? Or just toss it on DS.com?
 
starry_solo said:
too many dolls lost...when they get found, what will DS.com do? Look through the orders of people who ordered them and got refunded, contact them to see if they still want them? Or just toss it on DS.com?
Click to expand...

I really grilled the DS reps about this question... and unfortunately, if any dolls are recovered and sent back to the warehouse, they are re-entered into the stock system and supposedly get put back up on the website (if a caller does not snatch them up in between the item being re-entered in the system and midnight PST when the website refreshes). That does explain how certain limited items in the past that were "sold out" have magically shown up again and again for very brief periods of time. They do not keep a waiting list or check through orders that had to be cancelled or refunded. Once an order is closed out (either by the item marked as shipped, cancelled, or refunded), it drops off their radar in their system unless you call in to specifically inquire about that order.
 
Shivatopia said:

I really grilled the DS reps about this question... and unfortunately, if any dolls are recovered and sent back to the warehouse, they are re-entered into the stock system and supposedly get put back up on the website (if a caller does not snatch them up in between the item being re-entered in the system and midnight PST when the website refreshes). That does explain how certain limited items in the past that were "sold out" have magically shown up again and again for very brief periods of time. They do not keep a waiting list or check through orders that had to be cancelled or refunded. Once an order is closed out (either by the item marked as shipped, cancelled, or refunded), it drops off their radar in their system unless you call in to specifically inquire about that order.
Click to expand...

Hmm....maybe some calls are in order at whatever time they open, lol
 
P.S. Sometimes I just want to :cry:

I have the Designer Rapunzel, Belle, and Mulan and the DFDC couples but Anna is my only 17" and I was really hoping that Elsa would find her way here (I know, miracles do happen!)
 
starry_solo said:
Hmm....maybe some calls are in order at whatever time they open, lol
Click to expand...

hahahahaha... for sure! I am sure that there are some people out there who do do that and probably with success! These dolls have to be going somewhere, and even in this day and age, I still like to think that if a random non-Disney fan suddenly were to receive a package with a different person's name and address on it that some of them would actually try to make an effort to either return the item to the sender (DS.com) or to actually get the item to the recipient.
 
Shivatopia said:

hahahahaha... for sure! I am sure that there are some people out there who do do that and probably with success! These dolls have to be going somewhere, and even in this day and age, I still like to think that if a random non-Disney fan suddenly were to receive a package with a different person's name and address on it that some of them would actually try to make an effort to either return the item to the sender (DS.com) or to actually get the item to the recipient.
Click to expand...

Mine had two labels on it but when I peeled the top label off, the bottom revealed a UPS label from UPS (return address) to Disney Store in TN
 
Shivatopia said:

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.
Click to expand...


My frustration with the customer service was that when I first called and they had replacement dolls they refused to accommodate my request to even *sell* me another one even though UPS was telling them the package was definitely lost. They refused to do it simply b/c the system created an automated rescheduled delivery date for the tracking number. It was literally "Yes, UPS is informing us that it is indeed lost but since we are showing a delivery date of the 5th there is nothing we can do to help you until then." When I voiced my concern about there no longer being a replacement doll when that delivery date came without a doll she just said I would just have to try my luck. I understand that there are system limitations and perhaps I should have just demanded to speak to a supervisor or call again but at least from the POV of a customer there really shouldn't have been any reason why they couldn't SELL me another one. I can somewhat understand not sending a replacement yet. I was told that the dolls available were in the warehouse and were reserved for special circumstances like lost or damaged dolls, which since they weren't "officially" labeling my order as lost, I was ineligible. I understand that there are protocols and CS reps are limited by these but at the same time common sense needs to be applied. I guess I just felt like nobody cared to actually help me. I find it hard to believe that a supervisor couldn't do some sort of override of some kind to at least sell me the doll. I also wasn't even told about the possibility of a lost investigation. I had to learn that from these boards. I will say all the reps were nice at least.... just not helpful. Perhaps my expectations were just too high.

I am generally not this grumpy lol but I have had issues with almost every LE doll I have ordered from them online (damage issues) and it has just gotten pretty old. The worst one was my Ursula doll came with a giant crack and hole in the front clear plastic. It was clearly damaged before being shipped as the box was pristine. I never bothered to call and complain though.

I also just happened to check on my order status on the website and despite requesting the lost investigation they apparently went ahead and just issued the refund anyway. They were supposed to call me with results but did not. There is a third Elsa doll now listed as 0.00 with no shipping so I also have no idea what that means. Probably just system info for the refund? Image below (blocked out personal info). I think I am just going to send an email since I do not want to spend more time on the phone with them. My hubby got me one on Ebay for Xmas so I just want my money back at this point. The whole only $10 and only if you get the GC is a whole other issue....

nntekn.png
 
Last edited:
im so sorry to hear to many got lost :( and really I think they should keep a list of who was lost and re-issue but I guess thats in an idylic world.

I actually have a problem with customer service in the UK all we get is oh your feedback has been sent to the magic castle, or tinkerbelles fairy dust must have been too strong and have a magical day. when your trying to fix something and getting no help and being spoken too like a child it is pretty infuriating. when I called about the price mess up I was told I should count myself lucky it let me use a discount! 0.0
 
Last edited:
Lumee23 said:


nntekn.png
Click to expand...

Weird, when they do a zeroed out amount, that usually means they are sending a replacement. At least it means that when they do it for other damaged items I have received in the past....maybe an Elsa is on its way to you?

Demand a refund! Or dispute the charge on your credit card if they will only give you an online gift card.
 
UPS says the investigation is closed. My sister has been asking around on Facebook for whatever reason, and a woman contacted her saying the same thing happened to her and after talking to them a getting a refund and gift card she finally wrote the Better Business Bureau and about a week later was called by Disney saying a spare had shown up, so she got it, encouraging her to do the same. Odder still, she elaborated later that she had already purchased one off eBay and tried selling the extra for retail. I thought it sounded fishy (moreso now reading the previous post not mentioning eBay; and why retail instead of the eBay price; why buy one from Disney if you'd just gotten one).

Still, this spurred my sister to try Disney again. This time she got someone truly helpful, willing to actually ask around for what they could do. She also thought it an odd story, but reinforced my own suggestion of calling daily. She said the investigation actually wasn't closed and that UPS shouldn't be telling us anything (as usual "talk to them, not us/us not them" I keep getting). She didn't find an Elsa, but did find a spare Anna, so my sister got her for our dad as a Christmas present. It really does seem to depend on who you get on the phone.

I find it kind of amusing that we now have three Annas and only one Elsa. Even moreso that I'm the lone Elsa owner and apparently her biggest fan in the family (everyone else liking her but preferring Anna).
 
My sister made the call. All she said was that the woman said an Anna was showing in the system, so either they'd just recieved a return or it was part of the reserve (supposedly they keep five or so for issues and what not). At least, that's what i understood. I hope there's nothing messed up about her. We should know so enough since I believe they gave her expedited shipping.
 
I'm waiting for my Anna doll to come in, but the tracking is being a little annoying since it hadn't updated since the 6th and it was supposed to be here the 16th.
It says it's still in San Diego, CA it would be helpful if it would've updated on where it is, or it could possibly be still there sitting. I'm just a bit frustrated because she's my Christmas present and all the other gifts have came in, and with all these other stories of dolls getting lost.
 
My Elsa replacement FINALLY shipped on the 12th. Nearly a week after I contacted them and I was told they would replace her. I won't complain too much since I could have just ended up with nothing but I'm still really annoyed with how it was handled.
 
starry_solo said:
Wow, they haven't found a spare Anna for my friend's damaged doll yet.
Click to expand...

As I've said, it appears to be entirely dependent on when you call and who you get. How she even found an Anna when the call was about Elsa is anyone's guess. Try asking for Jasmine (takes a Disney Princess to find one, I guess).
 
Wow these stories sound awful. Sorry to hear so many of you had your dolls lost :/ I tried ordering online and it sold out so fast. Than I wanted to make it to the store which is only like 40 min. from me, but it was too cold and I was sick like a dog the morning of the release :(

I luckily found a trade and gave up 4 17" dolls (Ariel, Ursula, Eric & Tremaine) for a 17" Anna, Elsa and designer couple Ariel/Eric set. I have had my fair share of issues with the online store because of their customer service, security and shipping issues. I no longer buy online unless it's absolutely necessary and even than I'm hesitant.
 
Status
Not open for further replies.
Back
Top