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DS.com shipped to wrong address & is refuses to refund me

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DS.com shipped to wrong address & is refuses to refund me
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Aaryana

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The disney store delivered my park pack for September to some address in California that I have never even heard of. Now they are refusing to refund my account because it's a no refund item. They say the item is sold out and can't ship me another even though it shows in stock online. Now that I've seen the pins online I am absolutely heartbroken. The LE pin is from my favorite disney movie of all time. Furious does not even cover it right now. I am actually crying. This has already been a really awful week and I have been super super sick.
 
If you paid with a credit card, call them and explain this to them. How can they expect you pay for something that was not delivered to your address. I know this does not solve the problem of you getting the pins but at least you will get a refund.
 
That's ridiculous! (The situation, not you.) If you entered the correct address at checkout and they shipped to the wrong one, they need to make it right. Especially when they have the items still in stock (I was just this moment able to add one to my cart.)
 
Post on DS.com's Facebook account, and then if a couple DPFers can see it and comment how awful it is that Disney won't make it right before they delete it...
 
That is insane! Did you get an email receipt after purchasing, and did it have the correct shipping address on it? Just to be sure it was Disney's fault and not the USPS?
 
Dispute the charge with whatever payment method you used.

Also, let us know when you post to the DS.com FB page, I have no problem commenting!
 
That's so strange. I once had a similar situation (an item that went astray and then sold out), and they not only refunded me, they sent me a gift card as well.
 
Ninpin said:
That is insane! Did you get an email receipt after purchasing, and did it have the correct shipping address on it? Just to be sure it was Disney's fault and not the USPS?
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Yes everything was correct. I live in Indiana. I don't know anyone in California and have never been there or shipped something there so I have no idea how they could've sent it to an address in California instead. I'll be making a Facebook post tomorrow afternoon if it isn't resolved by then.
 
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Wow. Be persistent - definitely dispute with your payment method.

Not sure how you have worded things when you called, but you might want to try wording it more like "I did not receive my merchandise, how can this be resolved", rather than saying refund - perhaps they are getting stuck on that word on a "non-refundable" item, not the fact thats its lost......?

Don't know if that will make any difference, but it might make whoever you get on the phone think a bit more about what actually happened.....I'd keep calling until I found someone reasonable.....


I don't have my pack yet, but assuming it arrives safely I'd make you a very easy trade for the BatB LE - I collect some Belle (mostly in blue dress), but don't need to keep this one....

And its always possible whoever ends up with the box might send it back......
 
What a joke, I remember the one time I ordered from DS.com and UPS sent me notification that it had been successfully delivered... halfway across the country :o Called them up and it turns out they delivered it a few doors down :s I agree with what others have said, shame them on the Facebook page. If you do, I'll be more than happy to contribute to your post. I'm sorry this happened to you and I hope you manage to get some resolution on the matter. :(
 
lynn99 said:
Wow. Be persistent - definitely dispute with your payment method.

Not sure how you have worded things when you called, but you might want to try wording it more like "I did not receive my merchandise, how can this be resolved", rather than saying refund - perhaps they are getting stuck on that word on a "non-refundable" item, not the fact thats its lost......?

Don't know if that will make any difference, but it might make whoever you get on the phone think a bit more about what actually happened.....I'd keep calling until I found someone reasonable.....


I don't have my pack yet, but assuming it arrives safely I'd make you a very easy trade for the BatB LE - I collect some Belle (mostly in blue dress), but don't need to keep this one....

And its always possible whoever ends up with the box might send it back......
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No, I started out just asking about the item since I did not receive it. The person looked into it confirmed that it had indeed been delivered to the wrong address and that I had entered the correct info. Then they apologized and started trying to hang up saying "is there anything else I can do for you?" That's when I said I needed my money back if they weren't planning to replace the item, and she said "I'm sorry it's a no refund item. I can offer you a $10 gift card for your inconvenience." And I pointed out the item cost more than that. And she put me on hold and said someone would have to call me back because they can't refund for the park packs.
 
Aaryana said:
No, I started out just asking about the item since I did not receive it. The person looked into it confirmed that it had indeed been delivered to the wrong address and that I had entered the correct info. Then they apologized and started trying to hang up saying "is there anything else I can do for you?" That's when I said I needed my money back if they weren't planning to replace the item, and she said "I'm sorry it's a no refund item. I can offer you a $10 gift card for your inconvenience." And I pointed out the item cost more than that. And she put me on hold and said someone would have to call me back because they can't refund for the park packs.
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Wow. That is unacceptable.
 
Aaryana said:
No, I started out just asking about the item since I did not receive it. The person looked into it confirmed that it had indeed been delivered to the wrong address and that I had entered the correct info. Then they apologized and started trying to hang up saying "is there anything else I can do for you?" That's when I said I needed my money back if they weren't planning to replace the item, and she said "I'm sorry it's a no refund item. I can offer you a $10 gift card for your inconvenience." And I pointed out the item cost more than that. And she put me on hold and said someone would have to call me back because they can't refund for the park packs.
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That's shocking :o Did you ask who you were speaking to? Always worth noting for future reference.
 
Its also remotely possible they had a mix up with entering the correct tracking # with your order...

The tracking number that originally came with my order actually now says delivered to Vancouver!

Turns out I got another email after the first one (and it was in my spam folder. good thing I check there regularly since pinpics email is always going there) that says "Your September 2015 Disney Park Pack Pin Trading Edition has shipped for delivery. You may have received an email with an incorrect tracking number. The correct tracking number for your package is"

The second is probably correct as its at a usps hub near me now (typical of where things go before they get here.....)

But I'd definitely dispute where possible, its not that you want a refund for something you received, you never received the item!
 
lynn99 said:
Its also remotely possible they had a mix up with entering the correct tracking # with your order...

The tracking number that originally came with my order actually now says delivered to Vancouver!

Turns out I got another email after the first one (and it was in my spam folder. good thing I check there regularly since pinpics email is always going there) that says "Your September 2015 Disney Park Pack Pin Trading Edition has shipped for delivery. You may have received an email with an incorrect tracking number. The correct tracking number for your package is"

The second is probably correct as its at a usps hub near me now (typical of where things go before they get here.....)

But I'd definitely dispute where possible, its not that you want a refund for something you received, you never received the item!
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+1. I received a similar email.
 
Did you tell them that you never received it? You need to stress that in every conversation you have with them, that you have not received the merchandise and don't expect to be charged for something you did not receive
 
I would just keep repeating. I am in Indiana, you verified my address, the package is in California. Fix it.

But yes, I also got an email with a 2nd tracking number, but the first number nothing comes up for it.
 
Is your paypal address correct? I had a problem with someone on Facebook that there address on paypal kept changing to one in San Bernardino CA and that person seemed to hack into her account and was getting the pins instead
 
Interesting about the tracking number. I'll look into that. As for paypal, I have never used my paypal connected to my disney store account. Yep, I told them I never received it and that I shouldn't have to pay for an item I did not receive. Making my Facebook post at 6 CST.

ETA: did not receive anything in my junk folder.
 
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I do hope you are able to get this sorted out. It is absolutely not right. Also strange that they claimed they were sold out when there were clearly some still available. It would have made more sense for them to send you another box than to just deny a refund and hang up.

Good luck with your post!
 
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