Christy Brooks

Review of Disney Floral & Gifts

I ordered three First Halloween packages weeks pri...

I ordered three First Halloween packages weeks prior to our first Disney visit. I paid extra to have it delivered to our room and to have items personalized. The order was supposed to arrive by 9 p.m. on check-in day. I called after I placed the order to ensure I properly selected everything and to verify the delivery time. When we checked-in, I again verified the delivery. We went to dinner at the Wilderness Lodge and returned to our room at 10:30 p.m. and the items had not been deelivered. I called the front desk to see what was going on. They explained that the Disney Floral & Gift department has set hours and would see if anyone could help me. At 11 p.m., the items were delivered. When the kids opened the packages, their blankets and ears were not personalized. I called back to the front desk and was transferred to a manager. She explained I'd have to follow-up with Disney Floral & Gifts to address the issue, but they would likely send me new packages - I spent almost $400 on the packages. She was also kind enough to give my family fast passes for the error.

When I called Disney Floral & Gift to discuss the oversight, they were unprofessional and suggested I bring the items to their location to be personalized. We had a jam packed day and I had paid for the personalization weeks before our trip. I explained this and the CSR offered to refund the cost of personalization. When I asked to speak to a manager and explained what I had been told the evening before, she admitted their system has an error and my items were not coded properly. She finally agreed to refund half my money.

The entire experience was not what we expected or experienced with any other cast members. The Disney Floral & Gifts department was unprofessional and unresponsive. I sent an email to the group explaining my frustration and no one responded. A simple "we're sorry" would have sufficed. They acted like I was bothering them when I brought it to their attention they didn't follow through with two of the items I paid for. I would not recommend their services to anyone. Buy extra souvenirs at the park or at your resort. The employees at the shops provide the customer service Disney is known for.