1. The Guest should have asked to speak with the Merchandise Manager. The Cast Member at the register should never have engaged in a high pressure sales type situation.
2. The Guest Experience Team (blue shirts) have limited options afforded to them. In situations like this, they should have redirected the Guest to Guest Relations.
3. Guest Relations has multiple ways to attempt correcting this. Beginning with contacting the Merchandise Manager On Duty, it could have / should have been easy enough to submit a request that when the box is back in stock that Disney send it to the Guest without any shipping expense. In addition, I would have provided some degree of compensation in addition to sending her the box. There are again multiple options available, but the minimum would be a complimentary Genie+ to an attraction or 2 for all the time wasted dealing with something Merchandise should have immediately recovered.
Chapek is a failed leader. Period. As a former Guest Relations Cast Member who took great pride in correcting these types of situations, even overriding more than one inflexible Merchandise Manager who was too fo used on their Finances, I find this entire situation to have been handled incorrectly, and that is due to Chapek’s failed practices.
I would encourage the Guest to reach out to Disney Guest Communications next time instead of the press. GC is similar to Guest Relations, but at the Corporate level.
As for shareholders, please keep your stock, or if possible purchase even more. I’m not saying that to boost Disney’s stock, as I do not own any (could never spare the income to invest unfortunately). I’m saying that because we need the shareholders who care to join together and vote to remove Chapek who continually fails at his job. Trust me, the old time Cast who know better do not like him either. Cast have had so many perks removed, and so many have lost their roles (like myself) that there is only one solution, bring in someone who actually understands how to run Disney.
There have been growing concerns that tech company would buy out Disney. IF that were to happen, Musk would be my preference as he has similar drive to innovate that Walt did. That said, I do NOT want that to happen, but using that to exemplify the type of person needed. At some point any CEO will need to be replaced. I liked Iger 90% of the time, his biggest flaw though is in not having properly identified his successor.