how many frozen dolls where lost?

[PrincessBecky]

I haven't been on DPF in like a month due to being crazy busy...I had NO idea this was going on!

I tried to order Anna and Elsa online when they came out and was never able to get them in my cart....I debated back and forth on going to my local Disney Store and ultimately decided to take the chance and go. I was successful in purchasing both dolls, but would have much preferred to order them online (like I usually do), since the store is not super close to me. Now I am thankful that I wasn't able to get them online, and this may make me want to attend the store releases for future dolls to avoid such a fiasco.

I feel terrible for everyone that is having troubles obtaining their dolls! I would be LIVID. I keep thinking DS.com will one day improve their website and shipping practices and make everything a much smoother and reliable process...yet I have been ordering various items from them since 2009 and am still waiting...LOL.

I am crossing my fingers that the "missing" dolls show up for you guys! :hug:

 

[MissAthenaxIvy]

I've honestly never had this much trouble with buying online, this time it's not Disney's fault. I ended having to buy '17 Anna from someone.
I understand it's Christmas time, but at this rate my doll probably won't be arriving in time for Christmas. Or maybe not at all. Being refunded is fine but,
I wanted my doll. Not frustration.

 

[starry_solo]

Okay, so an update on my situation (me, I got the Anna w/o Elsa but fortunately my Anna was undamaged; friend got an Anna w/o Elsa with a damaged box). I called DS.com before I got Anna and explained the matter to the cast member. He told me he'd see what he could do. After a few minutes on hold, he said I'd have to wait until the package was delivered before he could do anything. Fast forward one hour (I had my parents pick up the package when I was at work and open it to verify only one doll, which they did). I called back again and told the new CM my situation.

On hold for a few minutes and then was told they found an Elsa and it was on hold specifically for me. I said, are you sure? On hold for a few minutes and it was confirmed. This was on 12/5 and that I would receive it within 7-9 business days. I think, although I am not sure, that the first cast member I spoke with located the Elsa and put one on hold for me (to wait til I called back to confirm I had only received one doll.)

So, I didn't receive an email confirmation in a week and I called back (12/12) and they said it should be sent out within the next few days. I receive an email confirmation that it has shipped!

So I wait and wait and finally it arrived yesterday, just in time for Christmas. YAY! And she's fine (no damaged box!)

HOORAY for me!

P.S. Friend got refund to credit card for Elsa (they couldn't find one for her.) Thinking about things, I should have asked for one to be put on hold for her (her damaged Anna did not come for 5 or 6 more days) but I wonder if the cast member would have done that?

 

[Polaris]

Okay, so an update on my situation (me, I got the Anna w/o Elsa but fortunately my Anna was undamaged; friend got an Anna w/o Elsa with a damaged box). I called DS.com before I got Anna and explained the matter to the cast member. He told me he'd see what he could do. After a few minutes on hold, he said I'd have to wait until the package was delivered before he could do anything. Fast forward one hour (I had my parents pick up the package when I was at work and open it to verify only one doll, which they did). I called back again and told the new CM my situation.

On hold for a few minutes and then was told they found an Elsa and it was on hold specifically for me. I said, are you sure? On hold for a few minutes and it was confirmed. This was on 12/5 and that I would receive it within 7-9 business days. I think, although I am not sure, that the first cast member I spoke with located the Elsa and put one on hold for me (to wait til I called back to confirm I had only received one doll.)

So, I didn't receive an email confirmation in a week and I called back (12/12) and they said it should be sent out within the next few days. I receive an email confirmation that it has shipped!

So I wait and wait and finally it arrived yesterday, just in time for Christmas. YAY! And she's fine (no damaged box!)

HOORAY for me!

P.S. Friend got refund to credit card for Elsa (they couldn't find one for her.) Thinking about things, I should have asked for one to be put on hold for her (her damaged Anna did not come for 5 or 6 more days) but I wonder if the cast member would have done that?

Im glad you were able to get your dolls eventually, still it's sad to hear your friend got the short end of the stick in this scenario. I find it frustrating that you literally had to go through all this trouble just to rectify an issue by the store. They should be the ones falling over themselves trying to rectify the issue, not just saying silly things like oh well there was nothing we could do or just wait till the package gets to you, they should have a record of what stock they send to people shouldn't they??? I just don't get that they don't have a grip on their own stock handling and shipping. I know they are a big company so something like this would not hurt their profit but isn't Disney Store a division of Disney? Therefore they would still have to show that they are profitable and mess ups like this will definitely show on their reports to the head office. I hope it does so they get question on why there are so many large refunds being issued. Better yet I hope they do review their customer service calls to determine what the people are complaining about and rectify these issues.

 

[Propita]

I had been worried about my Eric, Ursula, etc, since I knew that these items could NOT be left on my front price. Items have gone missing before. My post office knows not to leave anything if I don't answer--they leave a form telling me to come pick it up. As for UPS, I've called them and told them to hold the item, and that I will come get it. About 2-3 miles away, so I'm lucky. FedEx is used less often, but they're about 8 miles--I've asked them to hold things also.

Im not going to by a limited edition item and take a chance on delivery anymore.