Lego Customer Service Complaints - page 2

Tried to concact lego on a friday at 1030am CST and it's telling me that I called outside their business hours...

Customer service never replied back after 1 month duration. I've been forced to call them directly just to have my issues addressed. Still has not been fixed.

Pathetic.

I could list the detail as to why I use this word, but I'll let this suffice . . . multiple back & forth trying to get a refund for items THEY mistakenly sent & charged me for. They still owe us $5 but I've given in. I will NEVER buy direct from thm again, and will sorce my Son's LEGO from Amazon - who have GREAT customer service.

Again - truly, truly pathetic.

I placed several orders over the last few weeks in order to get the Gingerbread House set promotions. Every promo set that I received was damaged - most with knife cuts along the box bottom where the case had been carelessly opened in the warehouse.

The last one had been crushed - it was wedged between the shipping box and the Lego set I had ordered with it. I sent an email to customer service and asked that the damaged one be replaced. 3 days later I receive a robo-response saying that they were "sorry I missed out on the promotion", but their "terms and conditions were very transparent".

I placed another order that included items from their "Sales and Deals" section. When that packaged arrived, it contained the receipt and items for someone in another state. I called to report the error and request my correct order - I was told that my items were out of stock. They told me I could get a refund, but was expected to package up and return the items that they had sent me by mistake.

Always been a lego fan, but their shipping department and now customer service leaves a LOT to be desired.

I was on the Lego site at midnight to be one of the first ones there for the Cyber Monday sale. I was going for the Darkseid set that my son wanted for Xmas, since it was 40% off. I placed the item in my "bag" and ordered a couple more things to hit the $99 mark for the free Gingerbread House set. I completed the transaction and received a confirmation email less than 1/2 hr later, and everything said we were good to go. I get an email the next morning around 10:30 saying that due to demand, the Darkseid set was cancelled from my order. I tried to call and cancel the rest of the order, but was told that it was in the warehouse and they couldn't cancel at that point. The order had not left the building, but they couldn't be bothered to have someone grab it and stop it from shipping. Seems like a waste of time and money to ship it just to turn around and ship it back.
I noticed that since the one item was cancelled I was being charged for the free set now. After a couple emails I've noticed that the charge is gone, but they didn't mention correcting it, and have not addressed any of my questions or complaints about how they can complete an order and then turn around and say that they ran out of stock. I was one of the first people online for the sale. Unless the stock was incredibly low for this popular item, I don't see how they could run out that fast. And if they did run out that fast, they should not have allowed my order to go through as complete. To turn around 10 hours later and say that they ran out screams inefficiency and incompetence. They have not tried to rectify this, and so far have just given the pat, scripted apologies with no real explanation of how this happened.

I've ordered from Lego.com in the past, and my stuff did arrive, but I'm quite unimpressed with the process.

I have an order in process right now. I got an email saying it shipped, and indeed a label had been created on FedEx's site - but 4 business days later, the product still hadn't actually shipped. It took them almost a week to actually give the package to FedEx. Really? A week? In today's world? That's complete garbage. There's no excuse for it taking a week to pick and ship an order. A day, tops, is the norm. Most places will ship the SAME DAY, if the order is in early enough.

Worse, I emailed about the issue on business day 3, and got zero response. Nothing. Their website says they're doing great, that calls and emails are being answered quickly. That's obviously not the case - so why say it? It just makes the company look slow AND dishonest.

In future, if I want Lego, I'll be just going down to the local Lego store. Screw their website. I have no faith in it anymore - especially after reading all the comments on this site. I think I've been lucky that my orders have all arrived (eventually) so far. I don't want to push my luck.

The whole process just sucks it takes five weeoks for a package to come they never reply I just hate there website they suck don't order crap.

Do Not Order Any Big Thing From Lego Shop, Try Amazon Or Target Or Anything Else. Lego Haves Hugh Problem With Cancelled Order, Your Orders Will Be Cancelled Without Any Notification, And You Can't Contact Their Customer Service, They Simply Won't Reply. My Money Is Being Stucked Just Just Because Lego Cancelled My Order, I Email Them 5 Times Without And Reply. I Give Up, Just Don't Order Things From Lego Shop.

I have two children with Autism and many sets are limited to one per order or household. Many sets my children like the same item and on the ones that are limited we buy one on Lego.com and another usually elsewhere. With Easter fast approaching we tried to order a second set of the limit one to an order and the order was placed. The credit card charged and then four days later I go to track the order and come to find it was canceled. No email no response in fact the order is still pending on my credit card which holds the funds that you charged for a few days until they drop off. I checked Ebay for the same item to buy the second one there and have found some of the sellers to be priced with one seller close to the price of Lego and the rest approx 15 sellers that are close to $100.00 over the asking price on Lego.com. SUCKS FOR SURE. These sellers have several of these sets in stock so what gives to one per person or household. Totally BS for sure. Anyway found the same item on Target.com and it was same price as Lego.com and I used my Target credit card and saved myself money. Very sad that you hold items on your site Lego. If customers are abusing the system then flag them not honest people who work hard to pay for these items for their children. I also called and talk with a rep who told me that she did not know why I did not get an email to may order being canceled and having to wait 20 mins for a rep stinks to!

Furious. Ordered £100 e gift card on Thursday for a child's birthday on Saturday. When it had not arrived by Friday afternoon I called customer services to be assured it would arrive that afternoon. When it still hadn't arrived by Saturday lunch time I phoned again to be told it would arrive that afternoon and that she would be there until 4:30. When it had not arrived by 4:00 I phoned yet again to find that the offices were closed. The staff are all very polite and sympathetic on the phone but don't actually do anything to resolve the situation. I was extremely embarrassed turning up to a party without a gift for the birthday child and the birthday boy was very disappointed to say the least. NOT GOOD ENOUGH LEGO. As a teacher I would give you 0/10

I have placed an order on 26th December 2014 for a Batman Tumbler, hoping to be able to track it all the way up to Australia. However, their provided means of tracking gone "This Tracking Number could not be displayed. Therefore I made a few contacts with their customer service via phone. First of all, the phone waits too long, and when it finally reaches there, I was so disappointed to receive the worst customer service from an ARROGANT and UNFRIENDLY representative who did not bother to provide me with further information, just to muck me around saying that YES THERE IS A BLACK PERIOD FOR TRACKING. I am surprised to find that for Lego Company it has such poor logistics and customer service. If I order even the smallest electronic part from overseas supplier, I can expect to receive it in 3 days! Lego puts no effort at all to keep their customers. I will not buy it again from their online store.

I just went to buy some lego Star Wars for my daughter's birthday. Naturally it needs to have a female character in it. Anyway the only thing I could find released in the last 3 years was either the Death Star £274 or the Ewok village £199 which had Princess Lea.

There was 2 smaller things from Lego Rebels but she doens't watch that. Though all the same only 2 things.

I am very disappointed. They were my only options. I so want my daughter to be interested in Lego - for it's building and engineering properties. Lego friends doesn't compare. It is totally girly and in this day and age I shouldn't have to go there.

I know this is a old argument. But there are so many lego Star Wars sets and all they need to do is chuck Lea in a few and that's a whole lot of new fans. My daughter needs a little role model otherwise she won't play with it.

I've had the worst experience buying from Lego.com December 2, 2014 I ordered a Lego Train for my grandson's Christmas gift and I still haven't received it (January 2) and customer service phone is ALWAYS busy and emails are answered just by automated responses promising a call that you never receive. It's really impossible to get in touch with a representative from Lego, not by a call, not by an email.... All I have from them is the charge of my credit card and no toy or explanation.

What a crummy company. I ordered the Lego Research Institute Set for my grandchild for Christmas on 12.12.14. My confirmation said it was out of stock, but a shipping date of 12/21/14 was given. One 12/28 I tried to track my package and found the my ordered was "CANCELLED". I have no idea why. My email to them got the standard "thanks for contacting us" junk. If these chislers bill me for this order , I will be in their offices in Enfield CT on the next day. Do not...I repeat do not ever order from these crooks.

I Ordered On Dec. 4th A Lego Product, Racer, For About $129.00. It Never Got To My Great Nephew For Christmas. I Was Never Notified By Phone Or Any Other Method About This Order After The Order Was Placed And My Credit Card Given. I Have Heard Nothing About A Cancellation Or Any Other Problem. I Will Never Order From Lego Company Again.

Lego showed the promotional items in the confirmation email. But eventually promotional items were not shipped. And customer service had the audacity to tell me I am lucky some of my orders were fulfilled.

Do they really care about their customers? Maybe not? Don't they know that some customers choose to pay premium retail price just for the sake of getting some promotional items?

Reply from LEGO CS as below.

"Thanks for getting in touch with us again.

The confirmation you receive straight after placing an order is just a summary of the ordered items. The order shall not be accepted by us until you receive a shipping confirmation email confirming the details of the ordered goods, your online payment and delivery. In other words and with regards to your orders, the automatic confirmation does not reflect the availability of the ordered items yet.

Also, the promotional items, that you can sometimes get with an order you place in the LEGO® shop, are always just available in a limited quantity and as long as stock lasts. Therefore, when the promotional items are out of stock we cannot send them anymore. But as we still assume that our customers want to get the rest of their oder, we do ship all available items of course.

Still, you were lucky enough to receive more than just one promotional item. Lucky you! I hope you understand, that we cannot compensate you for the cancelled promotional items.


We do care about what customers think and I assure you that I will capture your feedback so that it gets passed on internally.



We want to make sure we're doing a good job for you, so you’ll always find the link to a four-question survey in our emails. Please tell us how we did today:"

Whenever I tell people about my lego.com problems.... they are so surprised that a company with such a good presence and branding would have such bad customer service.

They spend a lot of time asking for feedback on their calls, at their stores, and even having mystery shoppers... .but their order system ... and their verification system is the worst!!

1) I have more knowledge than their reps. They should at leave have theme specialists that can help: technic, trains, mindstorms, etc..

2) Their verification system rejects orders too easily. I get it, I had a fraudulent purchase on my account about a year ago... so they're keeping an eye out on my account. But since then... they've let orders through... why reject them ALL now?

3) When orders are cancelled, the customer is not notified. They said they do this to not notify bad offenders... but they are not transparent with good customers and I've lost out on VIP points, free lego sets, and sets that get sold out. Maybe they should call the customer and verify who they are.

4) When I do have to talk to customer service, they make me run through the entire history... even if I've asked to speak to a supervisor from the beginning of the call. I've even had reps try to not put me through to a supervisor, and Angela outright lied and told me there wasn't a supervisor on duty (a supervisor confirmed that there is always a supervisor available). I've had to spend over an hour explaining and re-explaining myself on each call.

5) If you don't ask for a supervisor, the rep can only say... we will escalate the cancelled order to our verifications dept and you will hear from them within 24-48hrs. This is just not acceptable turn around time, very frustrating, and very impersonal. Other empowering companies can respond to issues immediately. There is no "us" with lego, it is very uncohesive.

6) After spending hours and hours talking with multiple supervisors, who were not empowered to do anything.... a Sales Support Team Leader emailed me to tell me that they will no longer accept my orders -- ever again. No reason why, no direct phone conversation. Just "you're cut off". I could tell in the tone of voice of the last supervisor I talked with that they no longer valued me as a customer... within 10mins the email hatchet was dropped. Fastest response I've ever gotten from them.

Other than being a big, big, big spender with Lego (with multiple transactions in a row -- you just have to do it or else sets sell out) ... I can honestly tell you I don't know why they would prevent me from spending my hard-earned-money with them. Up until yesterday, my husband told our young children that all toys in the house will be removed... except for lego. As of this instant... I fell like I want to barf out the toxin of lego from our lives. What a terrible feeling.

I called Mindstorms customer service on 10-08-14. The worst and most arrogant customer service I EVER talked to.

I purchased a large $150 set from lego.com and it arrived damaged (smashed up box). I requested a replacement and was sent a Fedex RMA. You click on the link and then print the label to return.

Here is the reason why I rate this worst. You cannot make a copy of the label for tracking. Fortunately I took a picture of it before dropping it off. The shipment took 14 days and after a month still no response from lego. After calling them they insisted they had not yet received the shipment. The RMA tracking number provided was not sufficient. I was only able to prove shipment because I took a picture of the label (which had the tracking number).

Lego did absolutely nothing to try to work with their shipper to track the shipment with the RMA number. Their response was "Prove it".

It was absolutely my worst online shopping experience!
I ordered R2-D2 lego robort and it was for my husband's birthday gift. So I did the order online 1 week ahead and I received the order confirmation email. But 4 days later,my order was cancelled while I didn't receive any cancelling order email until I checked order status on the website because I was wondering why I haven't got the shipping details email. At first time, I thought it could be my fault to type wrong credit card information. Then I ordered again online with correct information. But frustrating result came out again even worse! I saw the purchasing was successful on the web page and my credit card was charged 220$ simultaneously. However 4 hours later, order was cancelled again and I didn't get any notification to inform me the order was cancelled again!
I called USA customer service 4 times! And one of them told me he would help me drop off one previous cancelling order and make sure the other one work before my husband's birthday date!After hanging up the lego customer service, I called my credit card company to check my card status and information. And they were very confident to ensure me there is no problem with my credit card and lego do successfully charged money from my card.
Nevertheless,nothing changed and it was really embarrassing for me to give no surprise for my husband!
Now I just received a very short email to tell me " your order did not pass our security review and has been cancelled". But why did lego charge successfully at first? why I was not informed when my order was cancelled ? And 4 times customer service call are really ineffective!

Absolutely ridiculous on the free build ties in Frisco Texas the employees are rude I'll buy grim the box store and bypass these free builds!

They need to change the name of the department. I could find NO customer service when I called. Lego has just guaranteed that I will never spend another nickel on their products!

Recently I had purchased have(20th feb 2014) a simple and powered machines(9686) and the EV3 core set(45544)from their Indian distributors M/s Techtronix at Gurgaon Haryana. After spending more than 1000 dollars on these sets I found the the rechargeable battery which did not have a wrap and is non functional. Inspite of alerting and the distributor and Lego there has been no response. I wish Lego ensures that its customers receive their goods in Good condition with Lego wraps. Since we have faith in Lego, their distributors are unknowns.

Hi, I am a Grandmother who loves Lego, and both my children were bought up with lego. Now passed onto my Grandchildren. Having ben helping them to build their lego, I am getting very frustrated as I feel that perhaps lego is not made the way it used to be? I can remember that when you were building it, it would stay together once pieces put on correctly, however I am finding now that you only have to try and attach another piece and it does not take much for the rest to fall apart? VERY FRUSTRATING, I think that the round pad bits are more shallow and therefore do not stay gripped on as well as they used to be.

I would be most grateful to hear from you regarding this.

I also feel that the cost of lego is expensive and therefore should perhaps come in, instead of a cardboard box, come in a plastic box where the pieces can be kept if not made up, the cardboard boxes are large and you cannot keep the unmade lego in as it would fall out, as the top if not secure, but also cardboard is not strong enough.

Thanks from a leog fan and her grandkids fans!

Never got my items as promised before xmas and today I get this...what does this mean??? I called and they said they have emailed me a numbers of times about issues ..but i never got any emails. I think they are doing this cause they can't deliver. Very sad!!! at least UPS and target are taking responsibility for there screw ups!



Dear elizabeth,



Thank you for your recent order. Unfortunately, the details of your order raised a number of concerns with our Consumer Services Department and the order has been canceled.



You are a valued LEGO® customer and we take your security and privacy very seriously. If you place another order with us, please ensure that all payment information you provide is accurate and that you are an authorized user for the payment type being submitted.



If we can be of further assistance, please contact our Consumer Services Department. We can be reached a from within the US or Canada or from outside the US or Canada. Our hours of operation are Monday â?? Friday from 8:00 a.m. â?? 10:00 p.m. EST and Saturday and Sunday from 10:00 a.m. â?? 6 p.m. EST.



Sincerely,



LEGO Systems, Inc.

Consumer Services