Chanborie L.
Yelp
My overall experience with Disney was spectacular, especially since it was my children's first time visiting the parks. We spent a couple of days exploring, and on our last day, we went into the Emporium to pick out souvenirs. My daughter found a Chip and Dale shoulder pal she wanted, priced at $39.99. She used the last of her Christmas Disney budget to purchase it. After we checked out, her dad joined us and wanted to look at lanyards. While we were browsing, my daughter took the shoulder pal out of the bag to remove the tag but got sidetracked and set it down somewhere. Within 10 minutes of purchasing it--and without ever leaving the store--the item was gone.
I took her to speak with a cast member, the same one who had helped us check out. The cast member sent someone to check the lost and found, which seemed unnecessary since we hadn't left the store and the tags were still on the item. Unsurprisingly, it wasn't there. A lead cast member was then called over. They also checked the lost and found before advising us to file a claim at City Hall. I repeatedly explained that the item was likely placed back on the shelf since we never left the store, but my concerns were dismissed. Despite showing my receipt--which clearly showed the item had been purchased just 10 minutes prior--nothing was resolved.
Following their advice, we filed a claim at City Hall. Later that evening, as suggested, we returned to the Emporium to check the lost and found again. This time, we interacted with two different cast members. One of them retrieved a lead named Matthew, and I have to say--Matthew was fantastic. He listened, acknowledged the situation, and assured my daughter that he trusted us and understood what had happened. His approach showed genuine care and empathy, especially as my kids were watching the entire situation unfold.
Matthew went above and beyond by speaking to his manager about the incident. Unfortunately, the manager declined to take action or override the situation. Matthew returned and explained that although he believed us, he couldn't resolve it because overrides required managerial approval. When I asked about checking the store cameras, he admitted he wasn't sure if cameras were in place. I made sure to thank Matthew for his effort and professionalism, as he was the only one who made my daughter feel heard and respected.
However, I am here to formally complain about the behavior of the Emporium's manager and the earlier cast members who dismissed us. This ordeal began on Christmas Eve around 4 PM, and when we returned to follow up, it was around 11 PM. The manager's unwillingness to address us directly or speak to my daughter was deeply disrespectful and insulting. It's unacceptable to send a lead to deliver bad news to an emotional 12-year-old instead of coming forward to speak with us directly. This lack of accountability reflected poorly on their character and set a terrible example for my children, who had to witness how dismissive and uncaring people--even at the "Happiest Place on Earth"--can be.
Oh, and don't worry--my husband went ahead and repurchased the item to surprise my daughter later at our hotel. While that softened the blow, the Emporium manager working the evening of Christmas Eve 2024 around 11 PM desperately needs coaching on how to handle customers. Listening and showing empathy go a long way, and this situation was handled poorly from start to finish. I am incredibly disappointed in how this was managed.
This experience tarnished what was otherwise a magical trip, and I hope Disney takes this feedback seriously to ensure other families don't face similar treatment.