My husband and I recently purchased the Cinderella presale at this store. When we picked it up, it was not in the case we wanted (blu-ray combo pack vs. dvd combo pack). This may not have been such a big deal if it weren't for the events that occurred thereafter. When we asked about the other case the cashier told us several untruths, including "it has not been released" or "we do not carry that", and eventually settled on "we have no way to know which we will get or when". Never once did she attempt to look into the issue further, despite her clear lack of knowledge about the difference in the products. The "assistant manager" was also involved in the conversation.



The following day we returned, determined to get the case we wanted or to refund the product. In talking to that same "assistant manager" several more untruths were provided to us. These started with her acknowledging a different base price for the product initially, then later saying they were the same (when actually there is a $15 difference). When online pricing was mentioned to her for comparison, she denied any association with disneystore.com. When I asked about the process for submitting a formal complaint, she directed me to the same website that she denied being associated with just seconds prior. I asked for a local person to whom I could complain and she stated there was not one (after I posed several different questions; such as "is there a manager", "is there anyone at this store with authority over employees" "is there anyone local that oversees the store"). Finally, I had to directly ask her "if I were to apply for a job here, who would I talk to." This led to the revelation that there was, in fact, a store manager (who was present at the time) and she was the assistant manager. Realizing I wouldn't get anywhere in-store, I requested the name and number for a district manager. Reluctantly, she gave me the information for Jenifer Maund.



After a conversation with Jenifer, I will likely remain a customer with Disney Store. The situation hasn't been completely resolved as of yet, but I am hopeful.