Lego Customer Service

My grandson just spent hours and days building the titanic which turnrd out terrfic but with all that work cant be seen how about having 1 side being a veiwing window to see all the inter workings of the ship why spend all that time not to see it

Come on Lego. How disappointing to find out that an App has to be used to build this set. (60353 - Wild Animal Rescue Missions). Not everyone has access. There is no reason you couldn't include the instructions. Especially for the price we pay.
This box of Lego's will be going back to the store. This is very disheartening - mostly for my 7 year old grandson. ?
Rating - 0

I have a charge on my credit card from this company that I did not place to this company. I am wondering how they have charged me and I have never ordered anything from this company!

At this point, I have assembled 100+ LEGOs, asking for replacement of missing parts as necessary. When I assembled a new LEGO, I noticed that the stickers and one brick were missing and there was one extra brick. When I asked for replacements, someone at LEGO responded that I asked for too many missing parts and I was on the 'do not respond' list. Apparently this can happen if one assembles too many LEGOs. So be careful. Parts to get left out, or they would not have this service, but it's only for the occasional user.

I am very disappointed with my Lego experience.
As a background, I am ( or should I say was) a great Lego fan. In the last six months I spent a total of EUR 25k on the Lego store and other retailers.... Definitely my passion as a collector is over.

The last days I have had an awful experience with Lego. I purchased online EOL products (retiring products) on sale. One order arrived with only one out of the two items. Another orderlwas cancelled due to an allegedly excess in the allowed quantity (this is not true as my order was within the accepted limit). Instead of cancelling the item in question( 12 Lego mini figures!!!) Lego decided to cancel the entire order with sets for a value of EUR 200! I called the customer service (which took 20 min to answer) just to hear from the guy that perhaps my order was cancelled because someone else at home was ordering Lego using my account ... WHAT? ( I didn't know my 2 year old baby was so advanced!!!)... after checking he noticed that this was not the case but said he could do anything as the sets are no longer available...

Our Lego store is 30 miles away or more. I checked stock before I drove up the night before. They opened at 11am, I got there at 12pm. I told the girl at the counter what I wanted. She said, sure we have plenty back there. This was for the "jazz club". The store is not that big. She would have noticed people carrying out boxes of these things.
She comes out and said, we must have sold out.none for you. Well this is clearly a lie.
She didn't ask if I have their joke (vip) access. Which I do have.
I am so upset that they wasted my time on my day off. Plus, the 60 mile round trip to the store. My time and the cost of my gas mean nothing to them. She told me to come back on the 4th. Sure, like I'm going to make another useless trip. Believe me this company does not care one bit about customers. I can assure them I will never be back. They will never get another cent off me.

Absolute worst customer service ever. I called customer service to find out why my package had not shipped after a week in their warehouse. The lady I spoke with blatantly lied and said it had shipped. I had just gotten off the phone with Fed-Ex who told me that they have not been given my package yet. So I asked the lady at lego to speak to someone else. She put me in contact with her "manager" Bryce. Who first off admitted that my product was in fact still in their warehouse and I would just have to accept that fact. He stated that it was my fault for not being happy with my unrealistic expectation of my package sitting their warehouse for over a week. He informed me that it was the holiday season and to expect delays. I asked him as management why they had not planned to increase staff during the holiday season, he then in turn told me it was none of my business and hung up

Lego is surely one of the worst customer service provider I've ever met. They did not respect their customers, has discriminations, do things arbitrarily and did not provide a solution when things go wrong. They will be doomed if they do not change and improve.

Attempted to purchase an item on Lego, every single time, my order was canceled, contacted customer service, they opened a ticket with orders team and waited a few days, after no email or call from Lego, I contacted customer support again, orders team claims I've been ordering items from them, returning them but not the promotional items included with the purchase, according to them these transactions were spanned across multiple accounts.

Its my first time ever attempting to purchase something from Lego's website, Im falsely accused of robbing them and on top of that, Lego uses a Placeholder even before verifying the order so the bank takes the money out of my account.

In a nutshell , worst experience I've ever had purchasing online, you get defamed and scammed out of the total amount, (my case was $1250)

Tried to return a gift to Barcelona store and the manager, Javi, refused saying the box was damaged. The only damage the box had, was a small crease due to transport. Having bought in other Lego stores throughout Europe, have to say this was the worst customer service I have received yet.

Horrible! I bought my wife a Lego typewriter for Christmas. It had many missing pieces - bag and individual. When attempting to request pieces via their web site, it indicated that I was asking for too many! n Called customer service and spent the day on the phone with them. They suggested that I order the pieces again after they updated the account. Again - it was refused. Now I am stuck with a $200 lego set with missing pieces. I would even be willing to by them, but you cannot buy the typewriter keys.

Lego customer support has deteriorated a lot during the pandemic, at least Lego USA. Wait times between calls, chat sessions, and emails are all long and often do not lead to any solutions to requests to address problems with orders. Support usually just turns the problems back on the customers without any attempt to investigate issues. The latest angle is to say that Lego has exhibited goodwill on the past but now the customer must prove a case against the complaint or request to fix a problem. Too big and current suooort team members seem to be unwilling to do the job for the position they are supposed to hold.

Lego customer support is the worst. I spent HOURS on the phone just waiting for someone to talk to. BEWARE buying from LEGO.COM... you have absolutely no recourse when there is a problem. They take you money and don't pick up the phone.

We have always been a Lego family, so the recent post about the entertaining letter from your rep came as no surprise when it appeared on Reddit yesterday. But it did make me want to write and add my support for your service reps. In a world where good service is difficult because your calls are timed it is still the best advertising your company could ever get, that is why my sister's family chose Lego Land as a destination vacation when the boys were little. Don't ever lose sight of what is important, this family will sell millions in product for you because you cared enough to provide great service- not just good enough service.

My son has been waiting for his bricks for a month now. We called customer service after 18 days and they say they would re-ship the order and it should arrive with in 7 business days. He still waiting. This is unacceptable.

Very very slow to respond to emails. Lego webpage is extremely difficult to navigate and to actually ring or even contact Lego for support is just simply BAD.

To Whom it May Concern,

This letter comes to you with complete disappointment in your customer service. As an elementary school, we've thought nothing but great things about the Lego Company and what it produces.

In teaching at a low income, Title One school, it is not only our job but a top priority for us to provide high interest academics. As we prepare our students for the real world, hands on learning is most effective.

Opening opportunities for our students to build and program robots is critical to preparing them for career and academic success that they would otherwise not have. After researching different companies and extensive financial planning, choosing Lego Mindstorm EV3's was an easy decision to make for our STEM Fair project. It is a product most children are familiar with and were more than eager to give up their recess time to participate in the project.

Upon ordering the kits on January 26th, we were told the 6 kits would be delivered and ready to use within 5 - 7 business days. When the kits were not delivered, we made several attempts to contact the company, go to the post office to make sure we didn't miss a delivery, and with no other options, waited patiently.

You can imagine not only the teachers disappointment, but the disappointment of 32 students, when time after time the shipment did not come in. These students were prepared and willing to work hard, through their free time, to engage in a robotics project.

We were finally told there was an error made on the delivery side in which there was no tracking number put on the shipment. A shipment of 6 EV3 kits were out in the mail, somewhere, with no way to track and yet our credit card had been charged, in full. With an impending STEM Fair dead line and no real answer to this issue, we were set in to wait, again, for your company to correct this problem. No accommodation was made on your behalf to better the situation other than to overnight the new shipment.

We finally received the shipment 18 days later (2/13) only to find 5 of the 6 kits were delivered. Again, you can only imagine the disappointment of the 1 group of students who had already been patient with the process, and were not able to begin. Upon calling to check why only 5 were delivered your customer service told us we were wrong and that 6 kits were delivered. While this goes against all company policies "the customer is always right," I also couldn't help but think how unprofessional it was to state that we were lying to your company after spending $2300, of our students' school dollars, to provide this educational opportunity for our learners.

After many disappointing, ineffective phone calls, we were told it would take another week to get this 6th kit in, again no accommodations were made to better the situation. This final kit arrived on Feb. 21st, 26 days after our purchase agreement with your company.

We simply expected our order to show up in full and on time so our students would have a full month to prepare for the STEM Fair. However, our students were consistently let down and the excitement about this opportunity continued to dwindle. Our students do not have opportunities like this outside of school.







After the amount of money that was spent on these and the perpetual obstacles that we endured, it was disheartening that there was little to no effort from your company to right the wrong. Any small accommodations on your end would have made the situation much more positive.What had started with pure excitement, turned into coming to work each day to see continuous disappointment on the students' faces.

To add fuel to fire, one of our kits is dysfunctional. The power button does not work, making the robot run continuously once programmed. We have to take the battery out each day, which is not a simple or necessary task, in order to preserve the battery life.

This activity was meant to provide STEM opportunities to low income students further our students' education and engagement levels in the classroom. With each disappointment, your customer service had many opportunities to make it right. Our students were left with less than 2 weeks to complete their projects for the STEM Fair instead of a month due to your company's lack of customer service. The next time our school is considering a purchase of this value, we will be forced to chose a different company.


Daffodil Valley Elementary

My daughter and I each placed an order for a $50 gift card on the Lego site, for her son's birthday. They live several states away. I got the email confirmation but about ten minutes later I got an email that the order was cancelled. I called their 800 number and was told they had no access to the reason the order was cancelled, but they could send the issue to another department and it would take two days for them to get back to me. That meant the gift would not reach my grandson in time for his birthday, so I said no thanks and I will try again. Same thing happened again. This time I looked at my bank account online and saw the blanketty-blanks had two pending charges against my account though they had cancelled both orders. This time I asked the customer service rep to put the order in for me. This time it appeared to work, because I got the confirmation email and no subsequent cancellation email. However, later I checked the stats of my order and learned that this order was also cancelled. Meanwhile my daughter realized they had done the same thing to her order. She runs her own busy company and she did talk to customer service and got the same answers about queries taking two days, blah, blah, etc. However, she had no more time to deal with it and as of now she has not checked to see if they were charging her account. Now I had three pending charges tying up $150 on my checking account, and at least four days until the pending debits would drop off. I called again and demanded they release my cash since they had cancelled orders after accepting them. All the person would do was take down the phone number on my debit card and say she would send my request to still another department that she had no idea how long it would be. Another call I placed next, and I was told the original order was now "in the warehouse" and would be shipped. Suddenly. Next day I got an email that my order had been shipped, but there is no tracking or anything to confirm this. However, I think the stuff about being in the warehouse and having shipped are lies because none of the three pendings have changed to actual charges. But the money is still tied up and I worry about about auto bill pays I have set up might bounce. I'm very much a penurious senior citizen and this is nothing but THEFT.

How about a class action suit against this company?

I have bought quite a lot of Lego in my life and have been a happy customer of Lego online. However, i needed to cancel an order made less than 30 minutes before - and was prompty told via message that it was too late. This happened over the weekend and I have plenty of screenshots to proof that whilst Lego have recieved many more messages fom me, they simply ignored everything and today monday, after - yes AFTER yet another message from me, which goes unanswered, the order status is updated as being in the tracking system of the transport service. I find this totally appaling. They have simply lied and are now ignoring me. I will check with my lawyer if I should just keep the articles on the way as an unsolicited gift and cancel the credit card details with Lego..loosing quite a few VIP points on the way..or simply not accept the reciept. This has to be the worst customer service in the worls. PEOPLE BEWARE !

I emailed Lego 7 days ago about an order they had cancelled for no stated reason. I received an automated email to say that they would reply within 2 days but I still have not received a reply. I am extremely disappointed with their very poor customer service.

Lego continuesly canceling my orders without any reason and explanation. I checked many times if there anything wrong on my end, but can't find anything that would decline an order from their website.

I ordered the Palace Cinema 3 weeks ago. I received my order 3 weeks later than I expected! (Lego send me the tracking number and expected date, but it delayed and delayed) and also I received wrong item! (I got the star wars tie fighter)
Lego said, they gonna send me the free return label, and until they got the tie fighter, they can't ship my Palace Cinema.
what a waste of my time!

I emailed a store complaint that happen on Saturday February 27th and still no one called me. Very poor customer service guess they do not care what happens in the Beachwood ohio store.

My husband and I went to the Beachwood mall in Ohio on saturday the 27th for the first time. I will never go in that store. They had a little dog lego it was from valentine's was marked down. Sales clerk went in the back to see if they had more and they didn't. She took it out of the plastic show box and said we can't sell it too you without a sku number. I asked several workers they said no. I had just lost my dog at valentine's day and I was so upset. I worked in retail and there was a sku number they could use. I was very disappointed and I will never go into another lego store they did this to a adult what will they do to a child. Poor customer service.

I am very disappointed in Lego.. We bought our son a Technic Racer set with working motor parts. One of the building instructions must be downloaded.. which I tried and tried. The file is damaged and can't be opened. I contacted Lego.. and after numerous computer generated mails from them.. and new emails from me.. and no further help.. I still don't have the building instructions I need. I did upgrade Adobe Reader to make sure the problem is not on my side. Now Lego is not answering me at all.

called customer service-had a very helpful rep-Sierra-who was such a pleasure to speak with and so very helpful and happy to be at work on a Saturday...good lego for picking such a lovely rep ;)

I ordered the Big Bang Theory Set as a present on Saturday (Today is now Wednesday). Last night I got an email to say here is your tracking number. So I put it in the system but they said it could not be found. Strange I though but I will give the system over night to update. So I checked again this morning and still the same thing. I called Lego CS in the UK and got a really nice guy. He was confused and said he would have to check a few things out with other departments and get back to me. So sure enough within the time he said he called me back. He said he could not find out what was going on so in order to make sure I got the item in time he was going to send another today on express delivery. No mention of anything about sending one back (which I will do if I end up with 2 of them) or anything. Chatted about my little boy and he gave me loads of info on the lego club. Called ended and I thought great customer service, but they became even more awesome after that. Lego do a free mag here in the UK so Richard when I was talking to him signed my little boy Jack up for the mag and was going to send us the last 2 issues as well. I got an email saying they where out of stock on the mag and cancelling the order (but I only placed it 2 mins ago) so what is going on. I called them again on their free phone number and got a different gentleman who said that the March mag was out of stock now but he had one on his desk so would parcel it up and send it out, he also said we signed up to late to get the Sept one automatically so he has put in his calendar that when they get some in the office he will send that out as well. Now I have to say I teach Disney Quality Service (Disney Customer Service) so it takes a lot as you can imagine to impress me, but my goodness these guys are good. WELL DONE LEGO!!!!

I've spoken to Lego customer service on several occasions placing and following up some large orders and every time I've gotten through in a reasonable time and the person has been very helpful. All my Lego experiences are great.

Called because a headpiece and head didn't fit together properly. Very fast to get through to a person, very friendly and easy to solve the problem.

Rang to complain about their outsourced courier delivery. They bent over backwards to put it right and it wasn't even their fault. Awesome.

I absolutely Love LEGO! They were by far the best ever with customer service. I ordered my son a calendar for Christmas and the darn thing was missing 6 months! He was sad, but when I called to complain, again, the nicest ever! The lady was humiliated and shipped one out free of charge the following day! Thanks, LEGO, for doing a great job!

The best costumer service I ever experienced! I purchased an expensive Lego Mindstorms NXT set, and the LCD gave out over a year after purchasing the set, and they sent me a new NXT CPU brick!