Advice on Anna Elsa Pre-Order

So here is the situation. I could not miss work for the pre-order, I waited in line for a couple of hours and then my friend relieved me. I gave her the cash and she purchased the dolls. (I know one of the other girls in line, and she verified that my friend paid and signed up). My friend put my name and phone number on the sign up sheet. BUT SHE LOST THE RECEIPTS. When I spoke to the manager today, she said that even if my name matches the sign up, without the receipt they will not give me the dolls.

Do you know who else I can talk to? Anyone to email?

Oh my gosh. I'm so sorry this is happening to you. Maybe a Disney Store cast member on here will be able to give you some advice. At least I hope! I'll keep my fingers crossed for you!

Oh no. I hope she finds them, or you can get some help from DS or a CM

Oh no!
I really hope your friend finds the receipt, because unfortunately, it doesn't seem like you can do anything without it. How can she lose such important receipts?!
I really hope you work it out

How was the payment made, was it by card? You need to go into the store with your friend who pre-ordered them for you and find the person who served them. Speak to that person only first, your friend needs to explain what happened and ask if they can help. I know of someone a while ago who went through the same thing and the assistant was helpful & was able to find the transaction reference on the system and reprinted the receipt. Though I can't guarantee they will do this for you but it's worth a shot.

Unfortunately I gave my friend cash (birthday money). So I have no card transaction.

I say it's still worth you both going into the store and finding the assistant, hopefully not many others paid by cash as there would still be a transaction record as it produced the receipt. Does your friend remember what number you were / what time roughly they were there? That could help.

Thanks for the help

when I tried today, I said I was third in line, could tell you what bills it was paid with and have ID to match the name on the list...and still was told without the original receipt, they couldn't even look up the transaction.

someone suggested rebuying the dolls on release date, as obviously mine will not be claimed, but I just don't have the money.

You could also try calling the Disney Store customer service and speak to someone there informing them of your situation and see what they say.

Also so I now you already went in and spoke to one managed but I would suggest trying to go in again another time and try speak to a different manager and explain the situation. I know they can be strict about things like this but since the item has already been paid for technically or has been sold and so if a person loses a receipt or voucher they cannot just simply say we cannot give it to you. Because then you can technically say well it has been paid for so you cannot resell the item as that is illegal. So they will have procedures for handling situations like this.

In in the meantime I do suggest that you try finding the receipt because to be honest even though I know the cast members are supposed to check vouchers against IDs I am pretty sure that in some cases where it doesn't match and the person comes to claim it they will still give the dolls away. As an added precaution I would tell your local store your name and show them ID asking if the details are registered in their system and that if anyone tries to claim the dolls on the day of release that they contact you immediately. I know it is a long shot as I figured they would probably not I so far as to provide too much customer service to just one individual due to having so many customers to worry about but surely they can put a note in their system so that when someone pulls up the order they an read it and know what to do in the event that this does happen.

either way good luck and I'm sure it will sort itself out as you have paid for the items which and I know for a fact that they would have had to deal with situations like this before so they need to have an alternative to the situation. Even if it means that they check your id and call the number provided to ensure that you are in fact that person that the doll was reserved for.

Good luck and definitely let us know how you go!

Thank you for all the responses!

I will try to talk to someone else, as it does seem like it can't possibly be the first time that a receipt has gone missing for a pre-order.

I'm just even more upset about my friend is handling it.

I sent an email to guest services, hoping that they can fill me in on the procedure.

So she lost the receipt AND the vouchers? I think she owes you money.

I hope things work out! Mistakes happen so I am sure someone at the Disney Store headquarters will understand.

I worked in retail for many years, not Disney but pretty much all retail stores have similar systems, and if someone had lost a receipt we could pull it up on the computer system. If you know the exact date and time and what you paid in (and I imagine you're probably one of very few or the only one to pay with cash), they should be able to pull up the receipt and reprint it. I don't know why they would give you such a hard time because it's your money and your time.

If you know the exact date, time and which register she paid at, they can go back and try to reprint the receipt for you. The problem is that by paying with cash, they can't link the person to the exact transaction. So that could be why they are refusing to do it. Plus it takes a whoooole lot of time, but that's a lot of money and an important item just to lose out on.

Unfortunately, they do need the receipt in order to do the redemption, so your friend either needs to find the receipt or the store needs to at least attempt to find and and reprint for you. And I agree that friend should pay you back if neither happens.

Did you get the issue resolved?

Sadly it's not resolved. I spoke to a manager who told me nothing was possible, I emailed guest services and they told me to talk to a specific manager. So I phoned him, and he told me that I needed to get the person from guest relations who talked to me, to talk to him....so that is where it stands right now :/

God, what a nightmare!

Fingers crossed that you can get this resolved. If you went there in person and cried, would that help? I'm sure the tears wouldn't be fake anyway.

Quasimodo said:

If you went there in person and cried, would that help? I'm sure the tears wouldn't be fake anyway.

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Lol, if this happened to me I'd definitely be having a breakdown.

Goodness, what a horrible situation! I hope you get it resolved. I does seem that the Disney store could try to work with you a bit more, especially as they have to know you already paid for the dolls if your name is on the list and they can prove your identity. If not, I'd say your friend owes you the money for those dolls since she's the one who lost the receipts and vouchers.

This is so sad! I really hope they can do something for you or your friend finds the receipts or she has to pay you back the money. I really hope this gets resolved and you can get the dolls

Does the pre-order work differently in Canada? It sounds like it does because when I pre-ordered the dolls at my local Disney store, I had to show ID and they would only put the dolls under my name (the name on the ID)

Keep it up. Tell her to retrace her steps EXACTLY. Do not give up and keep looking/pay again. This is an outrage and I would not stop calling or showing up until I got my way. I'm pretty stubborn and you need to be, too! Stand your ground with the Disney Store, both in person and over the phone. I would stay on the line until they put me on with the CEO if I had to. Let us know if anything changes. Heck, I'll call them if you want me to!

Addicted to Alice Pins said:

It sounds more like it's just inconsistent from store to store. I pre-ordered in person (the day AFTER the release, no less--lucky break!) and they just had me write my name and phone # on the sheet. They told me I had to be the one to pick them up (ie, can't send my mother instead) and I would have to show ID, but they didn't check it at the time I signed up.

I REALLY hope your friend finds the paperwork, Mali. I could see misplacing a receipt (not that she shouldn't have been guarding it with her life regardless), lots of people grab their receipt and stuff it in their bag or whatever and then do a clear-out without checking what they're tossing, but since the receipts should have been stapled into the voucher folders, how do you lose them?!? Mine are tucked away in my safe until it's time to pick up the dolls, because even though I am OCD about stuff like that, I don't want to worry that they're going to get lost or misplaced in the meantime.

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I would also like to know how you can lose such a valuable receipt... things like that you put somewhere safe.