• Report: #277354

Complaint Review: Disney Store/ Childrens Place Inc.

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  • Submitted: Fri, October 05, 2007
  • Updated: Thu, July 10, 2008

  • Reported By:San Diego California
Disney Store/ Childrens Place Inc.
371 Parkway El Cajon, California U.S.A.

Disney Store/ Childrens Place Inc. Theives! Will not give me what I rightfully am owed! El Cajon California

*UPDATE Employee: Adding to the person above me...

*UPDATE Employee: Regarding Pre-Orders

*Consumer Suggestion: Common Sense...

*Consumer Comment: Accept Responsibility

*Consumer Comment: See, I disagree with the above rebuttal.

*Consumer Comment: Get over it!!

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I am mad at the Disney Store!!!

My husband pre-ordered a DVD of the Jungle Book from them.

Of course, you have to have the receipt to go pick it up, or else oh well, they can't help you.

I have misplaced the receipt somehow, since it has been a couple of months since it was purchased, and we go the lithographs. I didn't know what to do, so...

I called and got a pretty much "you are SOL" from an employee (Stephanie) there.

I went in with the lithographs that we were given with the pre-order, and hoped that they would perhaps see that yes, indeed, I HAD a pre-ordered Jungle Book DVD waiting for me.

Well, they said that without a receipt they could do nothing, but they would have their General Manager (Lori) call me when she gets in on Friday. That's not good enough to me.

So, I ask why they still have this policy when I can go into any electronics place/ store and pre-order, and all I have to do is give them a name, and viola, they have my pre-order! I don't have to have a receipt at all. The company keeps track of what is ordered.

Their excuse was " oh, our computers aren't that up to date yet." Uh, OK, it's the 21st century, and you have NO way of tracking sales? She (Stephanie and some other woman that was a manager at the time) also told me that they COULD possibly look it up if my husband had used a card to pay for it... AND it was only if I had the date he ordered it, and the terminal number that he checked out on. Who has that exact information???

So, I ask, what about phone numbers? Why do you take down phone numbers? "Oh, that is for coupons." I asked how do you get a coupon from a phone number? They said that whatever address the phone number is listed to is where they send coupons. OK... what if you are not listed in the phone book? "Well, you don't get the coupons."

So, I asked why they didn't have ANY type of name writing down, etc. (The previous Disney store, the one owned by Disney, took down names and phone numbers in a book, and you signed when you got the pre-ordered movie.) They had no answer for me, just that it isn't the way that they do things.

I told them that I would not shop there anymore, and tell everyone I knew not to shop at the Disney store EVER, and they just said, "Ok, that is your choice." OK... perhaps they get that threat all the time, but they just seemed to not even care when I said it. So, I am going to spread it. I guess that threat isn't holding water as much either.

Now, I know it was my responsibility to keep the receipt. However, the poor customer service skills that those people hold are just unreal!They were not helpful at all, and were pretty much just trying to get me to go away. Plus, it is a horrible policy! People lose reciepts soooo often it is unreal! ESPECIALLY when you are pre-ordering things MONTHS before they come out. They are pretty much just stealing money from people, and they don't give a hoot! (And, in my defense, when my husband brought said receipt home, I put it on the fridge, telling him we needed a safe place for it. It was gone when I went back to go get it.) I also understand that they can't just give DVD's out to people who claimed that they bought it. However, they MUST get a TON of cases like this, yet they still have the same policy of needing to have a receipt in order to get it. I KNOW I am not the only one who has lost money because I didn't have a receipt!

I will never set foot in this store again, and I hope that Disney wises up to how horribly these stores are being run!

Also, here it is FRIDAY, the day (Lori) was supposed to call me, and I have gotten no call at all from her. Nice that they tell customers that someone that CAN take care of the situation will call and discuss it with you, yet they don't call. They probably threw my name and number away when I left.

I am NOT happy, and neither are my kids. They loved the Disney store, and this was their "treat" at the mall. However, I refuse to be treated like this, and refuse to give my money to a place that could care less about what is right. Shame on The Childrens Place for defiling the Disney name!

S
San Diego, California
U.S.A.

This report was posted on Ripoff Report on 10/05/2007 06:17 PM and is a permanent record located here: http://www.ripoffreport.com/r/Disney-Store-Childrens-Place-Inc/El-Cajon-California-92020/Disney-Store-Childrens-Place-Inc-Theives-Will-not-give-me-what-I-rightfully-am-owed-El-277354. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 6Consumer 0Employee/Owner
Updates & Rebuttals

#1 UPDATE Employee

Adding to the person above me...

AUTHOR: Jennsd - (U.S.A.)

I also work at the Disney Store and have been through a few presales, and in my experience, contrary to what you presumed, I have never experienced a situation where a guest lost their redemption receipt and tried to pick up without it. I don't believe it happens as often as you think. Personally, I always greatly emphasize the importance of the redemption receipt so the guest is fully aware that without it they will not be able to pick up their movie. The last thing I'd want to do is mislead anyone.

You should also understand that the employees you spoke with did not have the power to do anything. Not even the store manager could have given you the movie. Doing so would be putting their jobs on the line, because again, there's no proof the movie was purchased, so they could easily be accused of stealing themselves. I think it was very kind of them to offer to try and track down your purchase and to allow you to speak with the manager. I guarantee you that is the best they could have done.

If you're unhappy with the policy of any major retailer, you can't expect the employees of one particular store to change it or make exceptions, because often times, their hands are tied. Your best bet is to go higher. Speak to the district or regional manager and maybe they could pass on the dissatisfaction with a policy to corporate.

In any case, I'm sorry this unpleasant situation has changed your opinion of the Disney Store on a whole :(
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#2 UPDATE Employee

Regarding Pre-Orders

AUTHOR: Vocebella - (U.S.A.)

I am currently an employee of The Disney Store. I have been with the company for almost 4 years. I started with the company about 6 months before it was sold to The Children's Place, and participated in 1 pre-sale period before we were sold, and many since. I can not speak for how things were handled before my time, because I did not really shop at TDS before I worked there. I can tell you that our procedure for pre-sales did not change in my tenure with the company.

You pay for the DVD, we give you a receipt, and we tell you "Do not lose this, this is your proof of purchase and without it you can not get a DVD" Not everyone may use those exact words, but words to that effect are printed on the pre-sale redemption receipt. Unfortunately, it is true that the register systems are old, and we can not do the cool stuff that other larger retailers do (like look up your purchase based on your credit card or name...of course, you do realize that when retailers can do things like that, it means that their systems record a lot of great data about you, like your name, credit card numbers, shopping habits, return habits, etc...) (meaning, like some retailers have begun doing, they can choose to not allow you to do returns if they think you do too many,) but they are slowly updating the registers (although I am still not sure if the new I triversity systems have that capability.)

As for the phone number thing-they were dead on with that. We use it to send you coupons, and if the number you give us is not attached to an address or is not a published phone number, you will not get coupons from TDS mailed to you (although you may still get coupons if you have a Disney Visa from Chase)

Anyway, getting back to the main issue. The problem with not having that voucher is that (and i am not offering a opinion on your honesty,) without the voucher, we have no proof that the DVD has not been picked up already. For all we know, you did the pre-order, then gave the voucher (redemption receipt) to someone else, and they used it to pick up the DVD, and you are now trying to get a free copy. Unfortunately, the world is full of dishonest people, and the situation is just described has been known to happen. The other issue i'd like to address is this

I quote "She (Stephanie and some other woman that was a manager at the time) also told me that they COULD possibly look it up if my husband had used a card to pay for it... AND it was only if I had the date he ordered it, and the terminal number that he checked out on. Who has that exact information???"

What they were potentially offering to do is extremely time consuming, even if you were able to provide the information that they asked for. It involves having to go into our register system computer and attempt to track down your one transaction out of the 100s that were potentially made that day.

I quote "Now, I know it was my responsibility to keep the receipt. However, the poor customer service skills that those people hold are just unreal!They were not helpful at all, and were pretty much just trying to get me to go away. Plus, it is a horrible policy! People lose reciepts soooo often it is unreal! ESPECIALLY when you are pre-ordering things MONTHS before they come out. They are pretty much just stealing money from people, and they don't give a hoot! (And, in my defense, when my husband brought said receipt home, I put it on the fridge, telling him we needed a safe place for it. It was gone when I went back to go get it.)"

So, you knew that it was very important for you to have this receipt...and obviously, the fridge was not a safe place if it was gone when you went to find it (I'd like to state that personally, I have movie vouchers that have been safe on my fridge for over a year now, and that was where I kept my tickets to Evita the month before we went to see it, and I had no problem...although, for my own pre-order vouchers, I keep them in a zippered compartment in my purse because I know if I don't have it, I don't get my movie.

Sorry, I've just had a lot of this bottled up in me for quite some time, and this is a great forum to let it out. In closing, I would like to add one thing. Since you're so busy bashing The Children's Place for defiling the Disney name, do you realize that if it were not for TCP purchasing TDS, in another couple of years there would probably no longer be any Disney Stores? Disney was closing a lot of the stores because they were not making money (i personally think that the fact that you can get Disney stuff pretty much anywhere because the Disney company is a licensing machine, had a lot to do with it) TCP came in with a lot of cost-cutting measures that have allowed them to actually open a lot of stores (although my location is closing) so before you bash them, think about the fact that they saved The Disney Store
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#3 Consumer Suggestion

Common Sense...

AUTHOR: Jami - (U.S.A.)

If anybody could pick up pre-ordered items just by giving a name, you would be writing a report on that, too, because then it would be easy for people to just go in and pick up pre-ordered items they know about behind friends (or enemies) backs. Yes it's frustrating that you failed to hang onto your receipt, but your frustration should be aimed more towards yourself and not the poor employees who refuse to lose their jobs by changing company policies for you, or anyone else for that matter. And your refusal to ever set foot in there again, is only hurting your children, because regardless of how YOU feel, not everyone has had a bad experience. I doubt you're making any sort of dent in their business whatsoever.
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#4 Consumer Comment

Accept Responsibility

AUTHOR: Baby Girl - (U.S.A.)

It was your responsibility to hold on to the receipt for this purchase. No one elses. You knew the store policy when you made the purchase and you agreed to the terms at that point in time by still making the purchase.

Now I can totally understand you being frustrated that they were not able to help you when you went to the store but they did tell you that Lori would be in on Friday and could help you then.

Instead of giving them the benefit of the doubt and allowing them to correct this situation, you blew your top and went off on them. You stated yourself that waiting until Friday "wasn't good enough for you". Well, I have to tell you, based on your behavior, I am not in any way, shape or form surprised that Lori did not call you back on Friday.

You catch more flies with honey than vinegar, and sorry, but vinegar sounds alot like what you were spouting at that point in time.
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#5 Consumer Comment

See, I disagree with the above rebuttal.

AUTHOR: Bart - (U.S.A.)

Surely your irresponsibility and childish tantrum would have been proof enough that you bought this item for yourself. Receipts are usually given for a reason - that which is to prove that an item has indeed been paid for. There is no logic that can circumvent that.
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#6 Consumer Comment

Get over it!!

AUTHOR: Tallulah-phoebe - (U.S.A.)

Without a receipt, you have NO PROOF that you PAID FOR the item you are claiming. It is NOT the store's responsibility to make sure you responsibly hold on to your receipt.
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