The Disney Store

I went in to do an exchange on a defective item and the associate that help me was so sweet and understanding! Thank you for the help!

My nephews birthday was coming up and I had to look for a gift for my nephew. I don’t know much about children’s toys, so I had no clue what I was searching for when I walked in the store.
As soon as I walked in the store, I was greeted by Julia. She is the nicest. She greeted me with a smile and asked me if I needs any help with anything. I explained to her my situation, and asked her if she knew what seven year old boys liked. She suggested a wide range of toys, explaining to me each toy and their functions. We slowly narrowed it down to a Star Wars action figure. And not surprisingly, when my nephews 8^th birthday came up he loved the action figure.
Julia is very helpful and knows the Disney Store products, I would gladly come back for future birthday gifts. Thanks Julia! :)

Horrible service–

They have an endless supply of Disney goodies. From toys to videos there is something for any an all occasions. The atmosphere here is always vibrant and warm. It is obvious that the employees that work here also enjoy their jobs. Finding Nemo merchandise can be found here in boat loads. It is all good.

This Disney Store at Serramonte Center or the one at Downtown, are great stores. It a little sad the stores sell too much Disney Princess, Marvel and Star War stuff in all areas. Just not enough of Mickey and the gang stuff (like coffee mugs, key chains, tumblers, hoodies, shot glass, ball caps, mouse pad, etc…), music CDs (not made just for the parks to sell), some DVD/​Blu-​rays, Disney books for adults and children, Steamboat Willie related stuff, cheaper Disney snow globes (7.99−14.99), Mickey Mouse dressed in the Golden age of Hollywood stuff, a little bit of stuff related to any one of the Disney Parks and so on.
It seems to be IF you want other kinds of Disney stuff, you have to go to Disneyland Resort or Walt Disney World. All those stores will have what are NOT sold at the Disney stores. It seems the Disney Park product line is just way better. You could easily spend like 300 – 500 on stuff there. Even when you don’t by say a $ 80 snow globe or figurine and other stuff. Even some park pins, coffee mugs, T-​shirts, doll, Disney Park music CD and so on can add up. IF you are a Disney Fan any of the park stores would be a great place for you to shop at. The Disney stores, only when they do have stuff that catches a Disney Fan’s eye. Other then that it don’t matter.
Hopefully in the future the Disney stores will change a little, and not sell so much Disney Princess, Marvel and Star War stuff in all areas. That it be a little like stores at any of the Disney Parks and the Disney Parks product line. Also hopefully there will be another Disney Outlet that will open up at another outlet mall. Like say San Francisco Premium Outlets, since they are trying to be the largest outlet mall in the San Francisco Bay Area. Even larger then the Gilroy one, and that is where the only Disney Outlet is for the San Francisco Bay Area.

Before the renovation, I hardly went to the disney store if it’s only for present for friend’s kid. It was crowded as well that their is hardly any selection of certain items.
As far as customer service, it’s a hit or miss.
Now on to the newly renovated version…
When I walked in, I feel like I’m already at Disneyland.
Much more space since various of items are spread out. To me, much easier to check out what disney have in stock.
Very impress with the customer service. Especially being greeted and help me with what items that are age appropriate for a toddler (for example: during the time the re-​opening, it’s for my friend’s son who is obsessed with Cars and Airplanes and one of the cast members helped me picked out which toys that is playful but also safe). As soon as got to the register, and ring up, they gave two stickers (one for my friend’s kids and other for me). Which was really nice.
Definitely will be coming back.
Will I ever miss the Mickey Mouse door entrance?
Let’s just say it will have moments… but an icon for Serramonte Mall.

Brand spanking new remodeled store! Gone is the juvenile décor. The current design is what I call enchanted forest. They have lit up trees throughout the store and wood shelving.
It’s very nice and clean. They are still reloading their stock so you may not find everything here.
Staff even got new uniforms although they remind me of flight attendants. Staff is very nice and they are not in your face.
I went in to browse but came out with itty bitty tsum tsum toys. I think this will be the next big collectible item.

Horrible customer service. I guess I will just drive to the Valley Fair Disney Store in Santa Clara and/​or shop online. Never going back to this store.

So I called this store and asked the cast memeber to holds 3 parkhoppers for me. I explained to him that this was to be a quick and discreet transaction, because I was buying the tickets to SURPRISE my daughter. He seemed to understand that. When I got to the store, he gave me the 3 tickets, which were wrapped in a paper that said, very clearly, hold for mom getiing surprise tickets for daughter. The cast member seemed unsure of himself and told me to keep the receipts in case of a problem at the gates of Disneyland. I got the tickets and left the store.
When I got home and prepared to pack, I looked at the receipts that i was supposed to keep, and realized that he had sold me 3 adult passes. I should have checked closer, but I was trying to be QUICK and DISCREET. Even though there was only a difference of about $ 15.00, I called the store manager to see if I could just use the adult pass for my child. She said I needed to come in to the store to fix it. I again accentuated that this needed to be QUICK and DISCREET because my daughter was starting to notice that I was up to something…
I was in the store for 2 hours the next morning, while the store manager, Colleen, was on the phone with tech support to fix this. I fail to understand why they simply could not return all 3 and give me 2 adult and one child ticket. While I understand it was no bodys «fault» the customer service went out the window. My daughters big birthday surprised has been blown, and the whole DIsney fun theme was washed away after 2 hours in that store.
Tonight we leave, and if there is any problems iwth any of my tickets, you can guarantee this reveiw will be revised! I will carry all my receipts in my purse, just in case, but this experience at the DIsney store was not a good one at all.

Once again I got horrible service.

Disney has always been a main component of my childhood and the fact is this store makes me very happy.
The only Disney stores I know of is the one in Serramonte and the one in downtown SF, but I usually don’t like traveling downtown so Serramonte is my only option.
The Disney store is located right inside the mall so parking is all around outside. This store is pretty noticeable when you stand in the middle of the mall because all you have to do is look out for the giant Mickey head doorway.
The store itself is a pretty decent size. The front is split between the boys and girls and then towards the middle and the back is all just split into different sections of items. They usually have a clearance wall in the back. And the back is also where the stuffed animals are located, yee.
Service here is usually friendly. I’ve never had bad service before so that’s pretty awesome. It does get busy here sometimes and service can be slow, but just try to be patient.
Overall, I come to this store a lot. I like to check the sales section and see what else they have. :)

it’s too bad the customer service at this place is lacking. i’ve been a Disney fan since childhood and love to see the merchandise they offer.
their employees are either incorrectly trained or the company has a ridiculous return policy.
i bought two pairs or sandals for my daughter in two different sizes, since she was not with me i was going to take them home for her to try on and return the one that didn’t fit. i also ended up purchasing a few dolls and mugs. in all my total came to about $ 80.00. i used a $ 20.00 store credit i had and paid the remaining $ 60.00 in cash.
the next day when i came in to return the one pair of sandals that did not fit, they refunded me back through the store credit. i asked if i could get the cash back instead and the cashier literally said «i don’t know, i don’t think so.» i asked to speak with a manager and a woman comes over, i explain to her the situation. i purchased:
$ 80.00 worth of merchandise
_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​
$ 20.00 paid with store credit
$ 60.00 paid with cash
for the $ 15.00 sandals i would like to get a cash refund. the manager said the ONLY way i could do that was to bring back ALL the items i purchased, return them ALL then buy back the items i want… how ridiculous is that? i said to her, you want me to go home, bring back EVERYTHING i bought, return it to get my full refund ($ 20 store credit then $ 60.00 in cash) then buy it back again without the item i want? what kind of crazy policy is this? she stated that’s the only way and there is nothing she can do about it. no apology or anything.
Look, i’ve been in retail almost my whole life, i can understand if a company has a return policy i don’t agree with, i should have never shopped there. but just tell me that it is company policy to issue store credit first, don’t tell me i can get my money back by going home and bringing all my merchandise back and re-​buying it!
i emailed Disney letting them know how unfair and silly this policy is and asked if this was a real policy or if this store has not been trained correctly. they send me a generic response «thank you for your business, thank you for taking time to contact Disney, we appreciate your comments and will use them to continue to provide excellent customer service in the future.»
…

If I can give them ZERO stars I would in a heart beat!
Shelby had the opportunity to assist me at the register. After waiting 10 min for one customer who purchased one item it was my turn. She asked for my ID because my card wasnt signed, ok i opened my wallet, showed it to her. Shelby then takes my wallet, and asks me to sign… i looked at her and said hand me back my wallet and then i’ll be comfortable looking away… she refused… then she says well it already went through. It’s not like I was buying a thousand dollars worth of stuff, I spent $ 20.00…nontheless it was the «worse» Disney Store experience! Typically I shop at the San Francisco location since I work just a few locks from there… at the SF store the people are friendly, sweet, pollute and most importantly very helpful!
I will not drop another penny at the Serramonte Store, and I don’t recommend it either unless you’re rushing to get a quick Disney present that you can also get something similar at Target (in the same mall).

Came here to buy one toy not knowing they were releasing Frozen dolls. We asked the manager Colleen if we could make our purchase w/​o having to wait in a 40+/- line. She said no. So we said bye.

This is a nice sized disney store got in got what i wanted cashier was nice. Keep up the good work

No matter who workin they all friendly. Oh. My child dropped something an it broke. It’s time to go.

Don’t buy anything your not one hundred percent sure you like. Tried to return a shirt that wasn’t the kids style. They wanted a 30% restocking fee, the only way to get 100% was store credit.
They inflate their prices, there is a Target around the corner that sells 60% of what they sell at about 40% cheaper.

I do «secret shopping» here, so i get paid to buy stuff. I do not really care for Disney either way, but they store is appealing for kids and could be fun. The store is sometimes under served by the workers, who are busy trying to clean up or take care of the register. SOME of the employees are the Disney «model», but then again, most of them couldn’t care less. If you know what you want, check it out. If you have kids, feel free to plop them in front of the electronic babysitter. They have an entertainment area where kids can be distracted while you check out stuff, or, chill out with them and veg for a while. Enjoy your kids, they’re not young that long!

My son was looking for a Club Penguin stuft animal. There wasnt one on display, but we asked a salesperson and they quickly looked in the back and brought what my son was looking for. Made our day! Thanks!

This Disney store has changed so much over the years. It used to look like the one in San Francisco downtown in front of Saks Fifth Avenue but I guess they wanted to come with a new look. I like the old store better, and it seemed more bigger and had more things too. This is the closest Disney Store to me since the one at Stonestown closed down when I was in high school and going to the one in downtown is a hassle. I wonder if it’s still around?
The variety items here is small, I came in to check out some Minnie items but no luck or nothing really. My boyfriend and I came out with Woody and Buzz keychains. I forgot that I wore my Belle necklace and the cashier asked me where I got it, I got it from Disney on Ice last year. One of the workers greeted us twice, even though she seemed super busy ’cause she looked like she was out of breath running back and forth throughout the store. I think she’s the only sales person I saw on the floor.