DSUK are beyond useless

Has anyone else had lots of problems with them? It seems like they mess up every single one of my orders :/ I ordered 2 of the LE 150 Aladdin pin box sets, £50 each waited a couple of weeks and they never arrived so contacted DStore who said they must have gotten lost. They did send me 2 more that arrived a month later but think if they had been popular, what could they have done?

on another order the 3 fairies pin which cost £9 each plus shipping I ordered 4 to my house and only ended up with 3, with this one I am writing to head office as customer service has been very unhelpful they wanted a picture of my invoice and of the package so they can see if it's been tampered with, baring in mind I ripped the packaged open so there's no way to tell, and without those will not give me my refund and as I had trades set up which that messed up even giving me my money back wouldn't solve it.

and now today I got 1 parcel from them with 2 up pins when there should have been 2 parcels each with 2 in, for one I had the dispatch email the other didn't but I did have a confirmation email. Now my trades have been messed up again also I planned to keep 1, trade 2 and sell one to make my money back so again a refunds not gonna cut it.

Does anyone have the address to DisneyStore UK I am determined to at least get my money back of this ridiculous store chain as this is the worst customer service I've ever received.

sorry about the rant but I hope you can understand my frustrations :/

They are a nightmare. I've ordered from them twice and both times they've sent damaged pins!

I'm sorry you had so much trouble with them! I honestly never had any issues. The one, and only, issue I had was when they sent me a pin with a damaged card. I messaged them on Facebook and I didn't even ask about a refund or something and they sent me a brand new pin + card the day after. And I generally hated how they packaged pins, they just shoved them without any protection in an envelope. But it seems they've learned from that, because lately I've been getting them in bubble wrap.

The only advice I can give you is to constantly message them on Facebook, they're most active there (in my experience) and they always do something with your complaints.

Mine nearly always come on damaged card even though they are bubble wrapped I have told them on Facebook before although to be honest Facebook in my opinion shouldn't be used for complaints as these are a serious matter and Disney Store should take them more seriously. Thanks for the comments guys!

I think Facebook is used as a last resort, when DSUK doesn't respond to your inquiries, etc. You then start posting on FB about the issues you have and they respond much quicker.

I do mean private messaging on Facebook, not posting on their page. It's just from experience that I noticed they reply much sooner. It's a shame they do it faster than when you mail them through customer service, though.

Their customer service is really appalling!!! I had a dreadful experience with them over christmas (not pin related). I ordered a Thor costume for my son (the only thing he asked Santa for) in mid November and it never arrived. They ignored all emails, phone calls ,complaints...the costume sold out and was removed from the website, basically a nightmare. I received a random email in Feb with a generic apology and a promo code for 10% off my next online purchase. Tried the code and it said code not valid!!!!
Would be very wary ordering from them again.

I've had a few troubles in the past, but never missing item luckily. Usually when I've contacted them by email they've done their best to help out - once the item wasn't as listed, so they immediately amended the listing on the site to be correct, offered me a refund if I wanted to return the item and when I decided to keep it, they still gave me a discount code. Another time I had a damaged pin and asked for a partial refund as it was LE and sold out so I knew I couldn't get a replacement. They insisted they do not do partial refunds but again, gave me a discount code.

I have to admit, I got my Up pin today and it has a black mark on Russell's leg, but as it is sold out and I now know their policy on not granting partial refunds on damaged items, I shan't bother complaining, I'm just hoping the person I got it for doesn't mind! My Frozen mugs came in the same order though and are perfect .

They can be pants sometimes but you just have to perservere. I second what OlafOlaf said - contact using a private message on FB, they respond much more quickly to that than email.

Flaming Nora - do try the code again. One of the ones I got didn't work initially but did when I tried it a month later, it seems they take a while to activate. You may find it works now. If not, send them a message on FB.

As a side note, DisneyDevoted, I notice you say each time you wanted to sell one of the four your ordered to recoup your money. Do you mean to recoup the money spent on one pin? Or do you mean selling one pin to recover what you spent on all four?

Disney as a whole is letting customer service drop. They ask for more and more money for their wares and give us worse and worse service for the more money. It is not just pins, but pretty much everything Disney does any more.

I usually dont make any trades or sales until I have the pins in hand, as I know how Disney Store can mess stuff up like this :/

sorry this happened to you!

I haven't even got my dispatch email for my up pin I also had an Elsa toddler doll in my basket and when I logged in, it said my basket had been saved 'new feature' apparently. It let me check out even though it wasn't listed on the website anymore. It's due to arrive today, so we shall see what turns up?!

If it's a comfort, my friend in UK never had a dispatch mail either and she received them, she took express shipping.

Sadly it's no better at DS here in the states and sadly they don't even produce many pins anymore. Most of my pins are from DS but I always had problems, one time they sent me an empty box, which was very hard to convince them of, well the follow up order was missing one pin out of a six pin set and that, because I had already had the order replaced it was so, so, so hard to convince them of, unfortunately that was not the only time they screwed up. Back in the day of the 3 pin AP sets, my roommate ordered a set and it was actually missing one of the pins! Finally the last time it happened they lied to me for weeks and in the end did nothing. I got someone else's $20 order when I had paid about $200, and one of the things I had bought was a Designer Doll, that was heartbreaking considering what she is worth now. It's endless with Disney in general.

I've only had one issue with them for a doll I ordered the Evil Queen designer. It arrived and her hair had come loose and I wasn't gonna mess about with it sent them an email they replied pretty much straight away, sent me out another doll and picked the other up.

Having trouble with them right now. Ordered pins twice and got damaged pins twice. I have asked them several times to take steps to make sure it doesn't happen to me again and they keep sending me reminders to send the pin back. They can't replace it for me though as it is LE and sold out and I have said that, but they keep reminding me and ignoring the part about trying to make it not happen again!

I had ordered the Tarzan uk le 150 pin from disney store it arrived I check it over as I do with all the pins from them as there quality is really bad any way while checking it there was a drip mark of janes hair next to tarzanes face so I rang disney I had to wait for them to get back to me which was 3 weeks to just tell me to send it back no apology or given a coupon they said they would send it back to the factory to tell them to be careful! And to check for quality control and I said to her that you should check for quality before sending me a pin in this state! She didn't say a word after that just blabbing on so I just leaft it and kept the pin I did manage to trade it at a local pin meet so I was happy but I was meant to keep the pin but I couldn't with it looking like this! But he person who took it was still happy with it

Its interesting to hear what other people have been experiencing when ordering from Disney. I too have complained about lack of packaging, bent pin cards etc in the past.

I havent had my UP pins yet, I got an email today saying that I should ignore the despatch email I got yesterday, and that they hope to despatch by the weekend. I didnt set up any pre-trades for exactly this sort of reason.

I have had several problems with them, pins or dolls damaged, usually I've got refund or replacement even if I had to wait a little.
A good thing is to pay with Paypal and keep all proofs if something goes wrong.
Usually, they refund and it's faster than their customer service.

My biggest nightmare - Elsa Coronation LE removed from my basket while people managed to buy her in the evening :/