Amy M.
Yelp
I'm not giving it one star because of the food, the ice cream was fine. I'm giving it one star because of our experience. My son has autism, so when we are home it's gluten free, sugar free, dairy free, dye free......you get the picture. But when we are on vacation, all bets are off. My son is 15 and because of his "wiring" he is afraid of most rides, and so food is his entertainment when on vacation. My husband and daughter went onto Tower of Terror while I took my son to grab a treat. We have the dining plan, but I hadn't really used it yet up until this point so I was unaware of the rules as to what counts as a snack. We proceeded to order an apple crisp ala mode for my son and a brownie sundae for myself, and i told her as I ordered, "and I have the dining plan so please put that in as a snack and not a charge". She then ran into a problem and called another cast member over and she then told me that those do not count as a snack, I would have to pick something else. Now for me, that's not a problem, but for a teen with autism, changing plans can be a challenge. I explained the situation to my son and was able to get him to make a different choice. Well in the time it took her to fix our order, they had already made the previous order that we could not have. My son looks up and says "mom look! they made it for us anyway". While we are standing there watching, the lady holding them goes to another worker and asks what she is supposed to do with them. We then are standing right there when she comes out the side door, goes up to two different groups of women (neither of which were customers) and asks "which one would you like, you can have it". My son's jaw could have literally hit the ground. They would have rather gave them away to just anyone, than to make a customer happy (a paying customer who had bought the dining plan at that, those ladies paid for nothing). To add insult to injury, when I called Disney to voice my complaint, the customer rep found out that they actually charged me for those ice creams. It was a very "unmagical" night to say the least. The customer rep did try to make it right and sent some Disney pins and a picture to our room, but I think they missed the point in that it wasn't about not getting what we wanted, we literally had hurt feelings. It was the rudest thing I had ever seen at Disney.......well minus the lady behind our resort desk that rolled her eyes at a lady behind her back as she walked away. Disney, please be more discerning with your hiring :-)