Make a wish family files complaint

[alizesmom]

Why does everyone seem to think of this as an isolated incident. There are less than perfect parents everywhere including MAW. I have had wish planners tell me of parents who pocket the money given for a trip and not taking the child. One of my adoptees had a MAW and received an entertainment center which was conveniently stolen shortly after. Funny how no police report was filed.

 

[Gracie09]

Of maw did say do a press release about this all it would really do is extend this persons 15 minutes. I haven't heard of any real press other than the local paper picking this up. Why not just let the publicity die down. We don't know what happens privately behind the scenes.

 

[BuffyTheSlayr]

As a CM who was working in the Emporium when this incident happened I can tell you that this is nowhere near the whole story. Much was left out and the manager that supposedly said the offending comment is NOT the type of person to say that. When we pick up our door assignments (the CMs who have the unfortunate duty of standing outside of the doors informing guests that the store is now exclusive to party guests) we are reminded that there is to be NO entry into the store without a wristband. Period. If there is a guest who wants one specific item that we know we have then one member from the party will be allowed in with a CM escort to purchase the one item and immediately exit the store, and that is on a case by case basis. This story leaves out the swearing of the mother and father directed at the college program CM that was attending the door before the managers arrived. The swearing that happened within earshot of your children lining the street for the Boo to you parade. It leaves out a member of the party threatening to run our manager over with their ECV. The story leaves out the family stopping other guests walking by to tell them how Disney hates MAW children. The story leaves out the family telling the manager and CP CM that they are terrible cast members and the repeated use of the "we're make a wish" line. This family was given two alternatives to shopping at the Emporium like shopping at Downtown Disney which was open for 4 hours beyond that point or Epcot which was open for 2 hours beyond that point. I love my job as a CP at the Emporium but the one thing none of us like (though you will never hear us admit it in person) is door assignments for the party. On a nightly basis when we will get these assignments we are yelled at, told that we 'are what's wrong with Disney', that we are bad CMs, that we 'lack Disney magic, and that we need to have a heart all because we won't let them shop. And through all of that we still stand there, smile, wave our Mickey mitts, ask for high fours, and hand out stickers. Please, if you attend a party and we tell you the store is closed unless you have a wristband, do not argue. We HATE telling you no and we want nothing more than to help you find the things you're looking for. I'm sorry for this rant but this story made all of us at the Emporium furious at its one-sidedness.

Amen!

 

[mara512]

I feel for Disney because of the bad press but especially feel for the CM. Sounds to me like if I scream and yell enough maybe I can get another free trip. Based on the language used in ear shot of children I am guessing morality and ethics are not an issue.

 

[Talking Hands]

I feel sorry for the CM. Anytime I have gone to a hard ticket event the CMs have been nothing but kind and helpful. Twice I have ended up with low blood sugar and CMs have gone into closed food service areas to get me OJ to bring it up and have refused to let me pay for it. They told me that they would rather that they helped me get my sugar up and not have to call the EMTs. Most castmembers are really great. Even the ones who are not used to dealing with guests with multiple needs eventually get things straightened out and needs are met.

 

[bbak3030]

Sounds like the mom is a piece of work and she was the one that "ruined" the night. Kudos to the CM for doing the right thing.

 

[Vidia2]

Sounds like the mom is a piece of work and she was the one that "ruined" the night. Kudos to the CM for doing the right thing.

What did she do, that we know for a fact?

This all seems to be gossip on both sides. Hopefully, Disney and MAW will work this out quietly.

I don't want to defend the woman who was there for her child's wish, though we don't really know what happened. I also won't compliment a castmember if they said something so judgemental. No one who doesn't have a position to protect seems to know what really happened. Everyone is just defending the castmember.

If she said what she's been accused of saying, it was really very bad customer service. If she didn't, then I'm sure this will all go away.

“To try to keep an operation like Disneyland going you have to pour it in there. It’s what I call ‘Keeping the show on the road.’ Not just new attractions, but keeping it staffed properly… you know, never letting your personnel get sloppy… never let them be unfriendly. That’s been our policy all or lives. My brother and I have done that and that is what has built our organization.” Walt Disney

I assume that Walt would have meant this to apply to Walt Disney World as well as Disneyland. I know it's very unpopular to mention Walt but I am anyway.

 

[dvczerfs]

As a CM who was working in the Emporium when this incident happened I can tell you that this is nowhere near the whole story. Much was left out and the manager that supposedly said the offending comment is NOT the type of person to say that.

When we pick up our door assignments (the CMs who have the unfortunate duty of standing outside of the doors informing guests that the store is now exclusive to party guests) we are reminded that there is to be NO entry into the store without a wristband. Period. If there is a guest who wants one specific item that we know we have then one member from the party will be allowed in with a CM escort to purchase the one item and immediately exit the store, and that is on a case by case basis.


This story leaves out the swearing of the mother and father directed at the college program CM that was attending the door before the managers arrived. The swearing that happened within earshot of your children lining the street for the Boo to you parade. It leaves out a member of the party threatening to run our manager over with their ECV. The story leaves out the family stopping other guests walking by to tell them how Disney hates MAW children. The story leaves out the family telling the manager and CP CM that they are terrible cast members and the repeated use of the "we're make a wish" line.

This family was given two alternatives to shopping at the Emporium like shopping at Downtown Disney which was open for 4 hours beyond that point or Epcot which was open for 2 hours beyond that point.

I love my job as a CP at the Emporium but the one thing none of us like (though you will never hear us admit it in person) is door assignments for the party. On a nightly basis when we will get these assignments we are yelled at, told that we 'are what's wrong with Disney', that we are bad CMs, that we 'lack Disney magic, and that we need to have a heart all because we won't let them shop. And through all of that we still stand there, smile, wave our Mickey mitts, ask for high fours, and hand out stickers.

Please, if you attend a party and we tell you the store is closed unless you have a wristband, do not argue. We HATE telling you no and we want nothing more than to help you find the things you're looking for.

I'm sorry for this rant but this story made all of us at the Emporium furious at its one-sidedness.

I have been going to wdw for a long time. I never realized how much crap "people" give cms. I have a new respect for the job you and the rest of the cms do and keep smiling.what a special group of people. a lot of them are just young adults, doing there jobs, doing what they are told to do. that's all. not trying to destroy dreams or expensive vacation.
you guys do a heck of a good job in a not so nice world. keep up the good work!

 

[camper06]

What did she do, that we know for a fact?

She stood there for over an hour arguing about getting into the store while her children were crying. Her words.

from the article

The family waited outside the store for an hour. A crowd observed as her children cried, said Mrs. Moss.

 

[Disneylover99]

What did she do, that we know for a fact?

You're asking what the mom did to ruin the night?

Well, by her own admission, she stood outside the store for an hour while her children cried and she refused to leave.

She could have gone shopping at DTD.

 

[Schmeck]

I know exactly what happened! Instead of getting "Make A Wish", the mom got "Make A Witch" instead.

 

[taterheads]

I guess I'm just tired of hearing people blast Disney lately. Between this and the people protesting the GAC-DAS at Disneyland, I am just tired of hearing bad media stories about Disney. Disney has done so much for MAW and the disabled community, it would be nice if they received some support in return. I really hope this CM does not get fired for this.

I hope all this negative publicity isn't causing you to generalize everyone in the disabled community as being jerks that are full of themselves and are self entitled, because it's just not true. The minority always speaks far more loudly and gets more attention. I have 2 kids that have autism and I have always been appreciative for all Disney has done for my kiddos. Don't let a few angry voices change your opinion of a whole group of people. Some people just don't know how to communicate without being ugly regardless of sex, race, or disability. I understand being annoyed by that, I am too, but it isn't just one type of person that does it. Just take people angry with long lines and FP+ for example- LOTS of angry people- the only thing many of them have in common is they like to be angry about things the don't like. You don't like angry people, me either, let's not get upset about it and become "angry people" also

 

[Vidia2]

You're asking what the mom did to ruin the night?

Well, by her own admission, she stood outside the store for an hour while her children cried and she refused to leave.

She could have gone shopping at DTD.

I'm not asking what the mom did to ruin the night?

I'm saying that we don't know the facts. Many people believe the mother was lying except for this one part of her story? If this is true then he was crying to go into the store, according to her story.

We don't know the fact from either side but if the castmember insulted a guest then she was wrong, no matter the reason.

 

[mom2rtk]

I'm not asking what the mom did to ruin the night?

I'm saying that we don't know the facts. Many people believe the mother was lying except for this one part of her story? If this is true then he was crying to go into the store, according to her story.

We don't know the fact from either side but if the castmember insulted a guest then she was wrong, no matter the reason.

I don't think it matters what the mom did up to that point. By her own admission her child was crying for an hour. Any decent parent would have removed their child from that situation and ended the emotional distress, even if it meant driving to Downtown Disney. No matter whose fault it was.

 

[Vidia2]

I don't think it matters what the mom did up to that point. By her own admission her child was crying for an hour. Any decent parent would have removed their child from that situation and ended the emotional distress, even if it meant driving to Downtown Disney. No matter whose fault it was.

I'm saying that if the castmember said what she's accused of saying, it was horrible customer service. That doesn't include any judgement of the mother.

 

[Disneylover99]

I'm not asking what the mom did to ruin the night?

I'm saying that we don't know the facts. Many people believe the mother was lying except for this one part of her story? If this is true then he was crying to go into the store, according to her story.

We don't know the fact from either side but if the castmember insulted a guest then she was wrong, no matter the reason.

Well, we know the mother's side of the story and it's her own story that is making herself look bad.

 

[mom2rtk]

I'm saying that if the castmember said what she's accused of saying, it was horrible customer service. That doesn't include any judgement of the mother.

I'm saying I don't care what the cast member said. Nothing could get me to stand there with a medically fragile child crying for an hour. Her desire (even if only in her own mind) to be right..... or to get someone in trouble..... should have been trumped by her distraught medically fragile child.

 

[North of Mouse]

I'm not asking what the mom did to ruin the night?

I'm saying that we don't know the facts. Many people believe the mother was lying except for this one part of her story? If this is true then he was crying to go into the store, according to her story.

We don't know the fact from either side but if the castmember insulted a guest then she was wrong, no matter the reason.

From your last two posts here it is obvious that you have not read the thread.
There are plenty people that were involved, or saw/heard her with her hateful, atrocious behavior, abusive language, etc.

If you'd rather, instead, to think she was the wronged party here, that too, is your privilege. The CM (s) were only doing their job (or trying to).

 

[Disneylover99]

I'm saying that if the castmember said what she's accused of saying, it was horrible customer service. That doesn't include any judgement of the mother.

So the mother tried to enter the store 15 minutes after it closed and was denied entrance. I'm guessing the mom didn't take no for an answer. Even if it's true what the CM was accused of saying, "You are taking advantage" , that's not horrible customer service. That's the truth!

 

[Vidia2]

From your last two posts here it is obvious that you have not read the thread.
There are plenty people that were involved, or saw/heard her with her hateful, atrocious behavior, abusive language, etc.

If you'd rather, instead, to think she was the wronged party here, that too, is your privilege. The CM (s) were only doing their job (or trying to).

I think the child was the wronged party. Both sides contributed. The behavior from either side, doesn't excuse the behavior of the other.