Complaints

This profile includes complaints for Disneyland's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Disneyland

  1313 S Harbor Blvd Anaheim, CA 92802-2309

• 

  Disneyland

  PO Box 3232 Anaheim, CA 92803-3232

• 

  Disneyland

  1313 Disneyland Dr Anaheim, CA 92802

• 

  Disneyland

  1313 Disneyland Dr Anaheim, CA 92802

• 

  Disneyland

  1717 S West St Anaheim, CA 92802

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello - I am a magic key pass holder. I purchased 7 Oogie Boogie special event tickets for Oct. 16th. My daughters school made a schedule change and she will be away at ************ on this day. Disney has many dates still available. Im not asking for a refund but a date switch and they will not help me. They are being firm on their rules even though many dates are still available. This was a huge expense on top of our magic key passes and they refuse to help with any solution.

  Business Response

  Date: 07/15/2025

  The Disneyland Resort had the opportunity to address the Guests concerns, and the complaint has been resolved. 

• Initial Complaint

  Date:07/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Disneyland Resort Guest Services,I am writing about an incident at the main security checkpoint on July2,2025, during our familys three-day visit (July24). We were traveling with our 2-year-old daughter and brought her clean, fold-up portable potty, sealed in its carry bag.The screening Cast Member declared the potty a biochemical risk, denied entry, and refused locker storage. Our only options were to discard it or return it to the hotel, costing us about one hour of park time.We have taken the same potty through security at **** Disney World ******** SeaWorld *********, and LEGOLAND California without issue. The Cast Member could not cite any written Disneyland policy covering a dry, chemical-free potty.This caused unnecessary stress and disrupted the first morning of our vacation. To understand and prevent future confusion, I respectfully request:1. A copy or citation of the rule that prohibits a clean, collapsible childs potty.2. Assurance that security guidance will be clarified for families with toddlers.3. A goodwill gesture (refund, credit, or other guest-recovery option) for the time and inconvenience on July2.Thank you for your prompt attention. I look forward to your reply.

  Business Response

  Date: 07/11/2025

  The Disneyland Resort has attempted to assist this Guest, but we were unable to come to an amicable resolution. However, the Guest was offered fair and reasonable compensation as a good faith attempt to address their service concerns.

  Customer Answer

  Date: 07/11/2025

  Disneyland CANNOT provide the policy to that potty is considered as a biohazard. Disneyland is basically saying thank you for your feedback, but there is nothing we can do. It tried to offer some one time use ********* pass though, which is likely I will give you some peanuts and please go away.
  
  Very disappointed, especially for a loyal Disney customer like us. This is unfortunately no where close to the Disney standard.

  Business Response

  Date: 07/14/2025

  The Disneyland Resort has reached out to the Guest regarding their follow-up response, and we were unable to come to an amicable resolution. 

• Initial Complaint

  Date:07/07/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased park tickets for October 2nd, 2025, but something has come up and I am unable to attend on this date. I do not want a refund, Im hoping to have the tickets moved to a different day. Ive called the park but they are unwilling to accommodate or escalate my request to a manager.

  Business Response

  Date: 07/08/2025

  The Disneyland Resort had the opportunity to address the Guests concerns and we have come to an amicable resolution with the Guest.
  

• Initial Complaint

  Date:06/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I lost my phone on the Space Mountain ride at Disneyland on May 23rd, 2025, and submitted a lost item report the same day. I returned in personeven though I live two hours awayand showed a screenshot from Find My iPhone, proving that my phone remained in the same location for three days before it died. I was told by staff that it had landed in a dangerous area and would require a special team to retrieve.Despite that, no effort was made while the phone was still ringing and traceable. I was told to submit a second report, which restarted everything from scratch. On June 5th, I got a vague email saying they hadnt found it, with no updates since.I provided my personal email and two different phone numbers for follow-up. A cast member assured me voicemails are checked twice a day, but Ive left over five voicemails with no response at all. On the day I lost the phone and again when I came back to check, I was told that cast members check the rides nightly after closing for lost items. If thats true, the phone shouldve been found within 24 hours. It feels like I was given empty promises just to feel reassured rather than real action being taken.I rely on this phone for work, school, and staying in contact with family. I cant afford to replace it. This situation has affected my job and college life, and *** had to request special accommodations just to get by. At this point, Im considering legal action including small claims court to recover what was lost due to their inaction and poor communication.

  Business Response

  Date: 06/24/2025

  The Disneyland Resorts records indicate that another area is assisting this Guest. Should the Guest wish to speak further regarding their comment, we invite them to reach out to the team that will be assisting them.

• Initial Complaint

  Date:06/23/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint following a failed attempt to resolve a serious issue directly with Disneys Executive Guest Services. My family spent thousands of dollars on a 3-day Disneyland trip, including a stay at the Grand Californian and premium experiences like Bibbidi Bobbidi Boutique, Lightning Lane Premier Access, and Fantasmic/Paint the Night dining packages.The Paint the Night experience was meant to be the magical finale for my daughters 5th birthday. We were one of the first groups to arrive at the correct location, but a Cast Member misdirected us to the wrong place to line up. By the time we were redirected, we had lost our front-row spot and were stuck at the back behind strollers and guests who arrived much later. Some guests laid out large blankets to "claim" space, and Cast Members did nothing. It was disorganized and unacceptable for a paid, premium experience.Multiple Cast Members admitted to their mistake but refused to take corrective action. We paid for reserved viewing, arrived early to ensure a front-row seat, and were denied that benefit due to Cast Member error. Being in the front row is not just about a better view. It allows children to interact with characters and be part of the magic. My daughter was completely ignored by ****** Mouse, while the people who took the spot we should have hadwho arrived well after usgot playful character interactions, photo ops with Disney photographers, and a full unobstructed view. It was heartbreaking to watch the experience unfold as planned for other families who showed up at the last minute, while our experience was ruined through no fault of our own.Guest Services responded with a generic apology and no offer of recovery. I escalated to ****************** and received no reply. Thats unacceptable from a company that claims to put guests first. We were considering a VIP Tour for a future visit, but after this, we am no longer inclined to return to Disneyland or any other Disney property.

  Business Response

  Date: 06/26/2025

  The Disneyland Resort had the opportunity to address the Guests concerns and we have come to an amicable resolution with the Guest.

  Customer Answer

  Date: 06/27/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ******
  
   
  

• Initial Complaint

  Date:06/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was discriminated against by two team members at DAS based on the way I look. I am a 37 average looking woman, who has no visible disability, but struggles to walk, sit and stand for periods of time. I have fainting spells and seizures when I am not accommodated appropriately and Disneyland did not do a great job of that. I was humiliated having to try to justify my disability and was treated very unfairly. The two team members I spoke to were unreasonably judgmental and did not take any of my hardships into consideration.

  Business Response

  Date: 06/17/2025

  The Disneyland Resort had the opportunity to address the Guests concerns and we have come to an amicable resolution with the Guest.
  

  Customer Answer

  Date: 06/17/2025

  I am writing to share a deeply upsetting experience I had during my recent visit to Disneyland, specifically regarding how I was treated by two team members while attempting to access the ************************* (***).
  I am a 37-year-old woman with an invisible disability that affects my ability to walk, sit, and stand for extended periods. I also experience fainting spells and seizures if I am not properly accommodated. Despite the legitimacy of my condition, I was met with skepticism and judgment from the *** team members I spoke to. I felt I was being unfairly scrutinized based on my appearance, as I do not have a visible disability. The interaction was humiliating, and I was forced to justify my condition in a way that felt dismissive and invalidating.
  At no point was an apology offered, and the lack of empathy and understanding left me feeling deeply disrespected and emotionally distressed. This experience significantly impacted the start of my day and, although I tried to make the most of it, I was ultimately unable to enjoy my visit to its full extent due to the stress and discomfort caused.
  I am sharing this in the hope that Disneyland will take steps to ensure that all guests, including those with non-visible disabilities, are treated with dignity, respect, and compassion. No one should have to defend their need for accommodations, especially in a place that is meant to bring joy and inclusion to all.
  Thank you for your time and consideration. I would appreciate any follow-up regarding this matter.

  Business Response

  Date: 06/18/2025

  The Disneyland Resort has contacted this Guest through *********************************************************** asking if they wish to speak further regarding their concern.

• Initial Complaint

  Date:06/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Feb 9, 2025. Our family took a trip to Disneyland we had to fly and get a hotel it cost around 5 thousand dollars. The lines were so long we could not enjoy our three days at the park. The first day it rained and numerous rides were closed. The second day at Adventure Park is was so crowded we could not enjoy the park. My son was pushed down at the **************** ride. The wait there was 3 hours. It may be easy for a family with a year pass to have this experience but for us it was very challenging to make the trip and expensive. It was very disappointing especially since we love Disneyland.

  Business Response

  Date: 06/13/2025

  The Disneyland Resorts records indicate that the Guest Correspondence team has reached out to the Guest via email. We advise the Guest to contact the Guest Correspondence team for further assistance.
  

• Initial Complaint

  Date:06/11/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/9/2025, I trusted Disneyland not to "rip off" my minor son as he attended Senior Night with *********************. He purchased a ticket online while en route to Disneyland with parking and (2) fast passes for $231, which successfully charged to our card. Once at the ticket gate, my son was greeted with multiple layers of incompetence and informed that his ticket had been refunded at 9:30am PST due to the name on the card being different than my son's name. This was not true, and the initial charge of $232 was successfully posted. In addition, my son was charged an additional $192 for another ticket and another (2) fast passes for $192! My son was told by the person who forced him to buy a 2nd ticket that the initial charge of $232 had been refunded. That was not true. My disabled son was taken advantage of and denied a supervisor when attempting to escalate and was charged for (2) tickets instead of (1) and was charged for (4) fast passes instead of (2). I expect for the $36 lightening lane charge to be refunded because that fast pass was paid for with the initial $231 charge that was never refunded. The 2nd charge of $192 was refunded (so why was the 2nd charge evrn made); however, my son was charged for an extra fast pass! He intended to purchase (2) fast passes and was charged for (3) fast passes. In the meantime, I will be filing a dispute with my bank. Please see attached for the thr charges in question that are circled in red. I expect some sort of compensation for the way my son was taken advantage of and treated at the gate. I also expect that a full investigation be conducted immediately due to this treatment of my minor son.

  Business Response

  Date: 06/13/2025

  The Guest is being assisted by a different area of the Disneyland Resort. Should the Guest wish to speak further regarding their comment, we invite them to reach out to the team that is assisting them.

• Initial Complaint

  Date:06/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Extremely rude people here. We have a DAS pass and ***** at ************************* in toon town at 4:23 PM today, Saturday June 7, was very rude to my wife and then me. We told her we have a DAS pass because its extremely hard for my daughter to wait in line(she was screaming at this time). She told us if we didnt like it to exit the way we came in as there was a crowd of people behind us. So embarrassingly we walked our same way and had to push people out the way, literally. I rather not come back to dindeyalnd have my tickets and passes refunded. At least free parking for my remainder of pass since we literally cant use handicap here for my daughter since we never get a handicap pass. I no longer want to come to a place where people are rude to us because my daughter is disabled. ***** talked to someone right before us and made an exception for him and 7 people. Thats incredible since she just told us no. When we got to parking lot there was an extremely rude man just shaking his head at me when I was asking him a question. As I kept asking him he ignored me. This is out of control

  Business Response

  Date: 06/26/2025

  The Disneyland Resort has reached out to this Guest via ********************************************************** and we await the Guests response.

• Initial Complaint

  Date:06/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My partner and I visited the park on 4/22/25. We had an unexpected encounter with Disneys security during our visit. My partner, who suffers from a permanent walking disability, was approached by two security guards while we were waiting in line at the Luigis Rolllickin Roadsters ride. These guards came up to us and forcefully asked us to leave the line. We walked out wondering what was going on. After walking out, a guard asked my partner if she was ok. My partner stated yes. He then stated that they saw her stumbling while walking into the ride and that they were doing a check up for that reason. My partner informed them about her disability and the guard understood. The issue here isnt about any harassment that occurred after the disability was revealed. The issue here is the initial approach that Disneys security team took. They approached us in a very aggressive manner, embarrassing us in front of other guests, and pulled us out of line even more aggressively by rudely saying, step out with us. This seemed very excessive for someone that just stumbled in their eyes. Even if she had been drunk, which Im guessing is what they assumed, the approach would have been excessive, especially considering that she didnt bother anyone or really do anything except walk into the ride and stand in line. Id like to know under what policy these guards approached us. I doubt Disneys policy gives the security team the leeway to harass anyone that they deem to be stumbling person at the park, again, not bothering anyone, not causing any issue. The security team should be instructed that in cases of them taking action based on an assumption, especially without any complaint or actual issue at hand, that they do it in a non-aggressive manner. Politely asking us while still in line if she needed medical help would have been an appropriate approach rather than throwing us out in a manner that they use with guests who may have fought or hurt someone at the park.

  Business Response

  Date: 06/26/2025

  The Disneyland Resort has reached out to this Guest via ********************************************************** and we await the Guests response.