Limited Edition 17" Collector Dolls Information

[Thimble]

..Am I the only one thinking, it's only been 5 days!! And two of those were weekend days! I know we are all anxious to get our dolls but I wouldn't worry about it being lost unless its gone well over a week with no tracking. As others have said sometimes the tracking just doesn't work and dolls just show up without it ever being updated.

Mine says scheduled delivery for tomorrow, but it seems like some of my tracking has been in-and-out. Also the charge dropped off my account, which I thought was weird. Expecting it to be back on there when they're delivered. Hopefully I will get them tomorrow as I'm seeing the movie tomorrow night Good luck everyone!

 

[Polaris]

..Am I the only one thinking, it's only been 5 days!! And two of those were weekend days! I know we are all anxious to get our dolls but I wouldn't worry about it being lost unless its gone well over a week with no tracking. As others have said sometimes the tracking just doesn't work and dolls just show up without it ever being updated.

Mine says scheduled delivery for tomorrow, but it seems like some of my tracking has been in-and-out. Also the charge dropped off my account, which I thought was weird. Expecting it to be back on there when they're delivered. Hopefully I will get them tomorrow as I'm seeing the movie tomorrow night Good luck everyone!

Your situation is different though, yes it has been five days but the status of your tracking has in fact updated and is showing progress so you can see when they are scheduled to be delivered the others have had their status remain on the constant Label created status since Thursday which means that their label never got scanned and according to UPS if it is still at that state after 3 business days then there is something wrong. So it is fair for others to worry as I know I would be if I was in that situation.

I find it really strange that charges are dropping because it shouldnt be unless Disney has just given away free dolls. When people are checking their statements are you checking it way back to the 20th when the dolls were released? As that is when you should be charged.

In my case what happened was I got charged 3 times that night (one for Anna, and twice for Elsa as the other Elsa was for KateLouise) however Disney charged me again on the 22nd for some reason but then just dropped that charge today. So I was correctly charged on the 20th as I should have been. I am just wondering if the guys checking their statements are not checking far back enough or if this is in fact a huge mess up by Disney.

Also are the LE dolls still available in the UK? What is the update on that as I just checked and they are no longer up, are they sold out? Or just not up because of the whole pricing issue? Hence will subsequently be put back up later?

 

[Shivatopia]

They found my Elsa doll in Illinois? Which is no where near where it was supposed to be delivered or how it would get there. It's not be sent back to Disney and apparently they are going to send it to me after that but I really have 0 hope at this point. There were numerous tracking numbers on it apparently. Has anyone ever had this happen and has it ended well? I'm just afraid they are going to get it back and return it or just not send it at all.

Yup, as Polaris mentioned this happened to me with my individually-bought DFDC Ariel & Prince Eric doll set. Someone at the warehouse slapped my shipping label on one side of the box and a shipping label to another person on the other side of the box. The box was in Florida when it was identified by UPS and re-routed to California. I can only guess that the other person's tracking number scanned twice (once from the label on my parcel and the second from the label on the other person's actual parcel, which would flag an error in the UPS system). Ultimately, I got my parcel, but it took an extra week to get to me, since the item had to travel clear across the USA via ground shipping! They did not even give me the courtesy to upgrade the shipping to expedite delivery... Yeah, things are getting way weird with the Disney Store, UPS, and parcel shipping.

 

[AA1990]

..Am I the only one thinking, it's only been 5 days!! And two of those were weekend days! I know we are all anxious to get our dolls but I wouldn't worry about it being lost unless its gone well over a week with no tracking. As others have said sometimes the tracking just doesn't work and dolls just show up without it ever being updated.

Mine says scheduled delivery for tomorrow, but it seems like some of my tracking has been in-and-out. Also the charge dropped off my account, which I thought was weird. Expecting it to be back on there when they're delivered. Hopefully I will get them tomorrow as I'm seeing the movie tomorrow night Good luck everyone!

This is exactly what was on my mind until Disney started agreeing to issue refunds and are admitting to lost packages. It seems to me that somehow the process got disorganized and somehow dolls may have left to UPS without proper documentation by Disney? The fact that my doll has arrived leads me to believe this, since usually they charge your account as soon as items (even if its only part of the order) ship. Im wondering if KGdiva and I have dolls, and Disney isnt even aware of it? That seems way too crazy for a company to allow though. My card has a pending balance from the 20th, but no actual charge as of yet. I thought it was disney policy to only take the money once the dolls have shipped? Or is that only with orders paid by paypal?

psantos, If I were in a situation like yours I think I would be getting on the phone with a manager and attempting to negotiate a doll be shipped from Europe. It may be out of range for a typical customer service representative, but if you really push it you might be able to work something out. I would also try to get it done before the remaining stock is released to the UK so that you have a better chance of having one reserved for you. Its a long shot, but I really feel like this was Disneys mistake and they should be trying to secure a doll for you at all costs.

 

[jjohnson5]

Also are the LE dolls still available in the UK? What is the update on that as I just checked and they are no longer up, are they sold out? Or just not up because of the whole pricing issue? Hence will subsequently be put back up later?

Pricing issue and will be up later. Personally feel if the US Disney Store has SO many issues with the Elsa's they should pull stock. It's unacceptable to leave this amount of people with out a doll after being told they had one and it had shipped. I explained to the 1 person I talked to today that if I hadn't ordered online I was going to go in store and buy her, but didn't because I "had one". How can you make up that opportunity to a customer other than delivering the product they ordered?

psantos, I agree with AA1990, I would not be accepting a refund for $99 at this point. You explain you had other opportunities to purchase the doll at that price and that is not acceptable. They should mail you a doll from the UK or refund you a value to purchase one from eBay.

 

[psantos]

This is exactly what was on my mind until Disney started agreeing to issue refunds and are admitting to lost packages. It seems to me that somehow the process got disorganized and somehow dolls may have left to UPS without proper documentation by Disney? The fact that my doll has arrived leads me to believe this, since usually they charge your account as soon as items (even if its only part of the order) ship. Im wondering if KGdiva and I have dolls, and Disney isnt even aware of it? That seems way too crazy for a company to allow though. My card has a pending balance from the 20th, but no actual charge as of yet. I thought it was disney policy to only take the money once the dolls have shipped? Or is that only with orders paid by paypal?

psantos, If I were in a situation like yours I think I would be getting on the phone with a manager and attempting to negotiate a doll be shipped from Europe. It may be out of range for a typical customer service representative, but if you really push it you might be able to work something out. I would also try to get it done before the remaining stock is released to the UK so that you have a better chance of having one reserved for you. Its a long shot, but I really feel like this was Disneys mistake and they should be trying to secure a doll for you at all costs.

Yeah, I will try and talk with a manager soon. They are trying to trace it so I'll give them a bit of time to do that, but I'll definitely call by Wednesday since Thursday and Friday are holidays. and like jjohnson5 said, they may have slapped on a different label and UPS may contact me soon *fingers crossed*

 

[psantos]

Pricing issue and will be up later. Personally feel if the US Disney Store has SO many issues with the Elsa's they should pull stock. It's unacceptable to leave this amount of people with out a doll after being told they had one and it had shipped. I explained to the 1 person I talked to today that if I hadn't ordered online I was going to go in store and buy her, but didn't because I "had one". How can you make up that opportunity to a customer other than delivering the product they ordered?

psantos, I agree with AA1990, I would not be accepting a refund for $99 at this point. You explain you had other opportunities to purchase the doll at that price and that is not acceptable. They should mail you a doll from the UK or refund you a value to purchase one from eBay.

sorry for the double posting. I still can't seem to get this multi-quote thing down, but thanks for your support and ideas everyone. I will definitely try and argue for it. It's definitely not over, and I'm not happy with the $99 refund considering how hard it was to obtain these and how much I wanted them, but for now, I'm just giving them the 24-48 hours they need to do the trace. I hope everything works out. Not just for me, but for everyone having issues.

 

[Thimble]

I find it really strange that charges are dropping because it shouldnt be unless Disney has just given away free dolls. When people are checking their statements are you checking it way back to the 20th when the dolls were released? As that is when you should be charged.

This is exactly what was on my mind until Disney started agreeing to issue refunds and are admitting to lost packages. It seems to me that somehow the process got disorganized and somehow dolls may have left to UPS without proper documentation by Disney? The fact that my doll has arrived leads me to believe this, since usually they charge your account as soon as items (even if its only part of the order) ship. Im wondering if KGdiva and I have dolls, and Disney isnt even aware of it? That seems way too crazy for a company to allow though. My card has a pending balance from the 20th, but no actual charge as of yet. I thought it was disney policy to only take the money once the dolls have shipped? Or is that only with orders paid by paypal?

I could tell right off the charge was gone, as my available balance shot back up to what it was before the $214 was put on there. And I double checked the individuals and there's no charge, not even pending. Yet it's still scheduled for delivery. I'm just assuming it will randomly pop back on there when I get them. The only thing I can think of was that maybe the initial charge was just to ensure I had the funds available?

I am surprised Disney is issuing refunds before the expected delivery window is over, I did not know they were doing that already. How do they lose these so quickly :facepalm:

 

[Polaris]

This is exactly what was on my mind until Disney started agreeing to issue refunds and are admitting to lost packages. It seems to me that somehow the process got disorganized and somehow dolls may have left to UPS without proper documentation by Disney? The fact that my doll has arrived leads me to believe this, since usually they charge your account as soon as items (even if its only part of the order) ship. Im wondering if KGdiva and I have dolls, and Disney isnt even aware of it? That seems way too crazy for a company to allow though. My card has a pending balance from the 20th, but no actual charge as of yet. I thought it was disney policy to only take the money once the dolls have shipped? Or is that only with orders paid by paypal?

I have discussed this with cast members because it really was confusing but the way that Disney charges you is that they will first put a hold on your card when you order it online and then they will then process your order and at this stage charge the card changing the hold to a charge. This is made more evident during preorders where there is a larger gap between when an order is made online and when it is processed. In these cases the hold is placed when the item is preordered and then the hold is released a days after the preorder is made.

Then about a week before the item is released they then place another hold on the card for the payment of the dolls. This is then transitioned to a charge when your order is processed and then the item is shipped. Disney is not supposed to print out shipping labels for orders until they process it, as one would assume that would be part of the procedure e.g labels are only printed for processed orders. In this case it looks like they just went all out crazy with the label maker and just stuck labels on boxes. I have a feeling that maybe they glitched the system and it caused orders to be processed with labels being created and then print out more label for orders that haven't been processed. Either way this is just based on speculation on how things are run at Disney but right now it just seems like a huge stuff up. I just feel bad for those that ordered the dolls and paid for them and then get told that their dolls are lost.

If you are not able to get the dolls recovered and the Disney Store US is just giving you "credit/refund" for your order instead of a replacement doll let me know as I can order from the UK store so if they do release it again I can try help get you one there. It would be at cost which would be 60 pounds (around $99) plus the shipping to my forwarding facility of 6 pounds then there would be shipping to you in the US which would probably be around $60-70 (I can give a more accurate quote later but it would be around that mark) I know it is not the best option but it does work out to still be cheaper than buying through ebay.

Then again maybe if you just wait the ebay market may drop in price as it has done with the designers and the Eric and Ursula LE but that is always an option and would be more than happy to help out where I can so just msg me if you are interested.

 

[Polaris]

I am surprised Disney is issuing refunds before the expected delivery window is over, I did not know they were doing that already. How do they lose these so quickly :facepalm:

It is not that early because if the label was already created on Thursday it should have been updated by now to be in transit. If the item is still not in transit then there is something wrong so it would be a good idea to follow it up because it even states on the UPS website that the if the status does not change within 3 business days to follow it up. To put simply for those that buy or sell on ebay it is like when a person prints a label through ebay and the status changes to shipped however the tracking down not initiate or continuously says unavailable because the person just hasnt delivered their item to the post office for it to be shipped. At the end of the day UPS is a courier company and the detailed tracking is part of their service so even though Disney's policy is to follow it up 7 days after the item is shipped technically speaking the item was never shipped as UPS never received it and their policy would supersedes Disney's and would warrant contacting them to follow it up. It doesnt hurt to call customer service because at the end of the day that is their job and it can help catch issues before they arise.

 

[jjohnson5]

I was on Tumblr and I found yet another person with the exact same Elsa issue were the doll did not move after "label was printed". I'm considering starting some sort of petition not unlike the UK folks. I know it's different but such terrible service, and then offering to only refund the $99, is unacceptable and I hope if we get some sort of attention perhaps the UK stock will be pulled. I apparently have Elsa coming still since she's been found in Illinois but others are not so lucky. Good idea or no?

 

[jjohnson5]

Yup, as Polaris mentioned this happened to me with my individually-bought DFDC Ariel & Prince Eric doll set. Someone at the warehouse slapped my shipping label on one side of the box and a shipping label to another person on the other side of the box. The box was in Florida when it was identified by UPS and re-routed to California. I can only guess that the other person's tracking number scanned twice (once from the label on my parcel and the second from the label on the other person's actual parcel, which would flag an error in the UPS system). Ultimately, I got my parcel, but it took an extra week to get to me, since the item had to travel clear across the USA via ground shipping! They did not even give me the courtesy to upgrade the shipping to expedite delivery... Yeah, things are getting way weird with the Disney Store, UPS, and parcel shipping.

Mine now has to go from Illinois back to Tennessee and then to New Jersey (where it was supposed to go). I have repetedly said that I would like to pay for overnighted shipping this time around and they claim it will be done free of charge but I don't know. Glad to hear yours ended well, I sure hope mine does. Sounds like what happened to mine. Made it very far without my tracking number being scanned, all the other one. Only tonight did someone scan the other.

 

[Polaris]

I was on Tumblr and I found yet another person with the exact same Elsa issue were the doll did not move after "label was printed". I'm considering starting some sort of petition not unlike the UK folks. I know it's different but such terrible service, and then offering to only refund the $99, is unacceptable and I hope if we get some sort of attention perhaps the UK stock will be pulled. I apparently have Elsa coming still since she's been found in Illinois but others are not so lucky. Good idea or no?

I agree with this, Disney should not be allowed to treat their customers in such an appalling manner and hopefully will help them get their act together in terms of getting the shipping right. Especially if they want to charge us $100 a doll (or possibly even increase that in future) they should at least ensure that if we are told that our order is getting to us that they make sure it is done correctly as that can be considered a lot of money.

 

[jjohnson5]

I have created this :https://www.change.org/petitions/di...ers-and-deliver-their-elsas-as-promised#share

Let me know if you like it or if I could change anything. Please sign it and then email it to Disney Customer Service as I have. I also posted it on their facebook page. I'm just hoping someone sees it and feels compelled to help.

 

[Shivatopia]

I have created this :https://www.change.org/petitions/di...ers-and-deliver-their-elsas-as-promised#share

Let me know if you like it or if I could change anything. Please sign it and then email it to Disney Customer Service as I have. I also posted it on their facebook page. I'm just hoping someone sees it and feels compelled to help.

Signed! For DS dolls, I have always been lucky enough that all of my orders have made it to me one way or another, even during 2011 Dollmageddon, but this year, the DFDC pin set was yanked out from under me (though it was cancelled within their 48 hour time window), and I have witnessed a lot of people here on DPF getting the fuzzy end of the lollypop over the same types of issues of overselling and shipping problems. I hope it works out for everyone, especially since there should still be stock available in the overseas market to fulfill the US orders. I still think that increased edition sizes wouldn't hurt, either...

 

[AA1990]

I may be the odd man out here, but I am not entirely sure how I feel about pulling the UK stock. On one hand, the US customers have paid disney for this merchandise, and through no fault of their own Disney had to go back on thier promises. On the other hand the UK was promised 1000 dolls and if the US customers are taking from those then the UK customers might feel cheated. I believe there are still some UK customers on the board who were hoping to order these dolls when they go back up for sale. I suppose part of me feels bad because the UK sales were stopped to correct the price issues, and now they might get less dolls because of the American customers. Overall its just not a very great situation, I hope that Disney can correct some of the shipping issues as I feel that is the best route to prevent this in the future

 

[Polaris]

I have created this :https://www.change.org/petitions/di...ers-and-deliver-their-elsas-as-promised#share

Let me know if you like it or if I could change anything. Please sign it and then email it to Disney Customer Service as I have. I also posted it on their facebook page. I'm just hoping someone sees it and feels compelled to help.

Thanks for taking the time to do this, would I still be able to sign it even though I am not in the US?

Just as a suggestion I was thinking maybe make it more general in the sense of them stuffing up their shipping process using the Elsa scenario as an example so that way it will prompt them to act on both resolving their shipping issues and stop it from happening in the future (i.e make them more aware of the problem so that they can find a solution for it to stop it from happening again) on top of that by using the Elsa scenario as an example it would potentially sort out the Elsa doll shipping fiasco.

In other words raise the issue to them and you can suggest solutions but I agree with AA1990 it wouldn't be a good idea to punish the UK market for the US's stuff up in other words Disney Store US needs to think about their shipping procedure and try to find a resolution to rectify the issue rather than just patching this one particular issue up with a quick fix.

 

[munchiez11]

My Anna doll still says that she's being delivered tomorrow and there has been progress in the tracking but my Elsa has not moved at all. I really hope nothing is wrong with our dolls since it looks like we are all having similar problems.

 

[Ameth90284]

Please everyone, do not panic just yet and do not allow them to refund your money!!! This is pretty much a quick solution!!! My labels were created on Thursday and there has been no activity until super late tonight and they are literally right around the corner!!! This has happened to me many a time and more often than not, the dolls do make their way to me and appear to miss a few scans. At lease give yourself a week from when the label was created! Again, I understand being worried, as this has happened to me a lot this year. I just know that your odds of ever getting the dolls decreases significantly if you accept a refund as the tracking number is pulled as a return to sender. Give it just a little time!!! The warehouse is slammed with many more orders than normal since the holidays are approaching!!!

 

[psantos]

Please everyone, do not panic just yet and do not allow them to refund your money!!! This is pretty much a quick solution!!! My labels were created on Thursday and there has been no activity until super late tonight and they are literally right around the corner!!! This has happened to me many a time and more often than not, the dolls do make their way to me and appear to miss a few scans. At lease give yourself a week from when the label was created! Again, I understand being worried, as this has happened to me a lot this year. I just know that your odds of ever getting the dolls decreases significantly if you accept a refund as the tracking number is pulled as a return to sender. Give it just a little time!!! The warehouse is slammed with many more orders than normal since the holidays are approaching!!!

The customer service rep told me she HAD to refund me now since it was "lost" by their standards. I didn't want her to do it just yet, but she insisted. Still no updates on my doll's tracking as of 12:07 am pacific. UGH, this is turning into a nightmare.

 

[Ameth90284]

The customer service rep told me she HAD to refund me now since it was "lost" by their standards. I didn't want her to do it just yet, but she insisted. Still no updates on my doll's tracking as of 12:07 am pacific. UGH, this is turning into a nightmare.

Strange. I am always told to give it 5 to 7 days once they think it is lost. It all comes down to who is helping you I have noticed. Some reps seem to know a lot more than others. I have even come to recognize some by name and call back if it is someone who is not as knowledgeable. The inconsistencies are baffling!!!

 

[AA1990]

So I checked my status on disneystore, and I now have this message displayed "Sorry. We are currently unable to obtain your order status from our warehouse. The information below shows the details of your order as of 11/25/2013 14:05 and may not include recent updates. Please check again later, or contact Guest Services for assistance." My order still says active, but there is no tracking information or anything. I wonder if they really have "lost" the doll by shipping it unintentionally. Im hesitant to contact them in case they claim its lost and put a return to sender on my possibly in-transit Anna :sad:

 

[lambie*loves*dland]

So I checked my status on disneystore, and I now have this message displayed "Sorry. We are currently unable to obtain your order status from our warehouse. The information below shows the details of your order as of 11/25/2013 14:05 and may not include recent updates. Please check again later, or contact Guest Services for assistance." My order still says active, but there is no tracking information or anything. I wonder if they really have "lost" the doll by shipping it unintentionally. Im hesitant to contact them in case they claim its lost and put a return to sender on my possibly in-transit Anna :sad:

That's the same status I have.

I haven't really worried about it, since there was a weekend involved.

But... this is the longest it's taken for any order i've had with Disney store to update with any info. :/

 

[Polaris]

So I checked my status on disneystore, and I now have this message displayed "Sorry. We are currently unable to obtain your order status from our warehouse. The information below shows the details of your order as of 11/25/2013 14:05 and may not include recent updates. Please check again later, or contact Guest Services for assistance." My order still says active, but there is no tracking information or anything. I wonder if they really have "lost" the doll by shipping it unintentionally. Im hesitant to contact them in case they claim its lost and put a return to sender on my possibly in-transit Anna :sad:

That is a common status to get, if you check it again you will notice that it should disappear after a while. If your order status is still active that just means that is has not been shipped yet. The issue most people are having is that their orders are closed, they have received a tracking number however when they track the item it just comes up with a message saying that the label has been created and that they are just waiting for the item to arrive to UPS. The issue arising is that since the label was created on Thursday the status has not changed to the in transit phase even though other people that received their tracking details at the same time have either had their items delivered or the status change to in transit. Which obviously raises the question why have some packages status changed but others have not?

 

[AA1990]

That is a common status to get, if you check it again you will notice that it should disappear after a while. If your order status is still active that just means that is has not been shipped yet. The issue most people are having is that their orders are closed, they have received a tracking number however when they track the item it just comes up with a message saying that the label has been created and that they are just waiting for the item to arrive to UPS. The issue arising is that since the label was created on Thursday the status has not changed to the in transit phase even though other people that received their tracking details at the same time have either had their items delivered or the status change to in transit. Which obviously raises the question why have some packages status changed but others have not?

I understand it is a common status, but I find it odd because my order (which is active) has shipped as my Elsa arrived today. It makes me wonder if they are aware that she has shipped or if they just havent updated my status yet