Hiccup in the Disney APP quick service pre-order, what to do

So, as many of you know, I LOVE using the quick service pre-order option within the My Disney Experience APP!

BUT what do you do if there is a problem???

Well, I know! Not that I wanted to experience it but things do happen!

I pre-ordered quick service for Casey Jr's. I went in to pick it up but I never got it!? Wait, what???
How does this happen? I have learned over the years a valuable lesson, Nothing is 100%, not even technology!
As I was waiting, another guest was waiting for his. After about 10 minutes, we noticed we were not being called and a few order numbers after our numbers were being delved out. We asked the Cast Members but they didn't seem to know what to do. They only knew one thing, hand out the food coming out. Not one person knew how to find the solution or look up our orders to check on.
I couldn't wait too long since I was restricted on my time. I gave up and left empty handed!

BUT, wait? I did already pay, right? Yes, I did. I figured I would call Guest Services to check on a refund later.

Later that night, my path crossed the same quick service location. I needed a cup of ice and in I went.
Well, after NO ONE acknowledged me for a good 10 minutes (for my free cup of ice request! haha).. I didn't want to be rude or be 'that guest'. I was trying to make eye contact for some sort of acknowledgement that I was NOT invisible but to no avail. I finally flagged a cast member down and asked for a manager.
I explained my disappointment in not being acknowledged. TO me that is a #1 customer service training point. I then also explained my earlier dilemma. She was great, She looked up my order in their system and was able to refund it right there. The refund is not immediate. It is a typical credit refund period from 7-10 business days. This was fine for me. She also provided us with 3 free brownies. That was nice. I honestly understood glitches happen. That was no big deal especially since I knew it could be resolved. I was glad she was able to refund it for me.
I did screen shot my order ( I always do this). It can sometimes be easier to pull up from pictures rather than the APP. I also took a second screen shot for the time period to show my order never showed as 'prepared' with the time stamp on it. This was in case there was a question on the refunding of the order. I also know majority of companies do like extra information in order to review the problem in order to correct it. Communication is power!


I could have called to have handled this but I think it was easier that I was able to go into location to do it in person instead.
If you experience this, you may want to speak up or request a manager if a castmember is not being proactive in an obvious issue.
Remember things happen, be vocal without being rude and usually the problem can be resolved easily! You never know, you may get a reward for it!!!