Complaining to DLP

[Belle1989]

We found DLP to be awful at handling complaints and issues. We had such a bad experience on our next visit my DH refuses to go again.

[Elodie]

We just got a generic apology, but I was complaining about a free character meet, so I couldn’t really have asked for more than that anyway. (Basically, we’d queued at the front for over an hour, then just before the meet was due to start, a CM sent the entire queue away and said the meet wasn’t happening. Studio Services told us it WAS happening, but by the time we got back, there was a new queue with a 90 min wait and the CMs in charge wouldn’t believe that a whole queue had been sent away. Argh!)

[Mickey's Magic]

Just an update for everyone, I decided to aim my complaint through the WDTC as that's who we booked through and after reading up at how slow DLP is to respond... They got back in touch today attaching an email from DLP customer services basically just saying they'll pass feedback onto the relevant departments so pretty poor to be honest!

[LufcDeb]

Originally Posted by Mickey's Magic

Just an update for everyone, I decided to aim my complaint through the WDTC as that's who we booked through and after reading up at how slow DLP is to respond... They got back in touch today attaching an email from DLP customer services basically just saying they'll pass feedback onto the relevant departments so pretty poor to be honest!

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I would email back saying it's not good enough. Have you posted anything on Twitter?

[Mickey's Magic]

Originally Posted by LufcDeb

I would email back saying it's not good enough. Have you posted anything on Twitter?

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Yes I tried twitter but was just provided with the guest communication email address.

I'm going to go back and advise that I'm not happy with the response and see what they come back with.

It does seem that the level of customer service at DLP is not up to the same standards as WDW from my experience so far!

[Bugsy]

Back in 2008 we had a bad time at DLP . I wont bore you with the details but we complained at guest services in the studios park. The manager was pretty poor, Very French shrugs etc. I stood my ground though and after 90 minutes his assistant had given us a free meal at L'auberge du cendrillon , 6 tickets each to get on rides at the exit and a t shirt each for both my little girls ( 7 and 4 at the time). She also recommended we send a letter to

Guest Communications
BP100-77777
Marne-la-Vallee
Cedex 4
France.

We sent a letter ( not an e-mail) and they replied offering us a 2 night 3 day stay for the 4 of us at the sequoia lodge ( which we accepted).

I dont know if they are not as good now with cost cutting etc.

[Mickey's Magic]

Originally Posted by Bugsy

Back in 2008 we had a bad time at DLP . I wont bore you with the details but we complained at guest services in the studios park. The manager was pretty poor, Very French shrugs etc. I stood my ground though and after 90 minutes his assistant had given us a free meal at L'auberge du cendrillon , 6 tickets each to get on rides at the exit and a t shirt each for both my little girls ( 7 and 4 at the time). She also recommended we send a letter to

Guest Communications
BP100-77777
Marne-la-Vallee
Cedex 4
France.

We sent a letter ( not an e-mail) and they replied offering us a 2 night 3 day stay for the 4 of us at the sequoia lodge ( which we accepted).

I dont know if they are not as good now with cost cutting etc.

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Thanks for this! I will try writing if I don't get anywhere via email!

[Gill H]

Originally Posted by Mickey's Magic

Yes I tried twitter but was just provided with the guest communication email address.

I'm going to go back and advise that I'm not happy with the response and see what they come back with.

It does seem that the level of customer service at DLP is not up to the same standards as WDW from my experience so far!

See more...

Just reading a book called ‘Talk To The Snail’ by Stephen Clarke, an Englishman living in France. It has some interesting tips for doing business in France. Short version: they are always right, and the Gallic shrug is the end of the matter!

Worth pursuing though - as I suggested earlier, be clear about what you would accept in response - a refund maybe?