LEGO

I bought something from lego.com online website a week ago and they canceled it and made me pay for something from october that I have a payment error on that I did not know about. They only gave me 15 dollars in points to compensate me for my time and inconvenience. Now I have wait 2 weeks for the finance department to fix it. I will not be able to order for 2 weeks and redo everything. I was looking forward to doing my second story and now I cannot because of them.

LEGO ARCHITECTURE SET *******
Trying to put this together. Per the information received from LEGO "The set ******* doesn't contain numbered bags. That's part of the challenge of construction." So, I have gone through the 6 bags and found a bag that had the first two pieces required. I opened that bag and started the assembly as shown on page 33 the first page of pictures. The instructions are just pictures of the piece required and the number of pieces to use now. I got pieces #1 and #2 put together now piece #3 I found it, now piece#4. It is a square with 4 of the raised circles, from the color in the instructions it is white or light gray. I have sorted out all the pieces in this bag and there is no such piece like this of any color. If I go to the last page there is an inventory of all the pieces but not by bag. If I look through the list there are 12x white, 3x brown, 3x black. On a fast check this is too many. So, do I have to rob from another bag? If I look at the next page, I see two pieces that are not in this bag. This is not a jigsaw puzzle! Do not buy these sets!

I placed an order on the 22/09/2023 for 4 items out of which only 2 arrived. These arrived in 2 separate delivery boxes without space to fit anything else. The corner of item Home Alone V29 was damaged along with the delivery box and I would have liked this replaced. However my main concern was the goods which I have paid for but have not been provided. When I questioned the 2 missing items I was confirmed that a refund had been issued and would reflect in my account in 3-5 business days. This was confirmed on the 26/09/2023. I then received an email requesting photos which I sent through swiftly on the 27/09/2023 and received no further reply to. When I chased this issue today (28/09/2023) I was told the refund needed to be approved and that a replacement has been sent along with a return raised for the damaged item to send back. I have still not received any way of returning the damaged item and then received an automated email saying the replacement has been cancelled and no communication about my refund for the unfulfilled goods. So I chased your team again who now advised no refund or replacement will be provided because I have another account?

It's worth mentioning that this was a business order for my charity organisation called The Sausage Squad stories which could be confirmed via the email address attached to the order. This is a charity I set up to write and provide children's books to children in hospitals across the UK during COVID as well as fundraise for a charity called Starlight UK. These Lego toys were bought to be given away at a fundraiser for the same cause. It is deeply sad that you not only failed to provide any sort of service or solution to this problem and feels as though are accusing me of lying but have also not communicated any of this to me.

As I said to their customer service, it seems like Lego purposely take your money and fail to provide the goods or a refund because they know consumers cannot afford to seek expensive legal advice so they can get away with this. However I won't be letting this money go especially as they are stealing from a charity and children in hospitals, which is truly disgusting given the nature of their business.

I of course no longer want a replacement of the damaged item and just want to be done with Lego as a company and want my money back for the entire order. However now I don't seem to be able to exercise my legal right to even return the items I did receive. The fact you have caused such stress, stolen money from a charitable cause and wasted so much of my time should be punishable. But I don't hold hope that they will ever be held accountable.

I truly hope they do not put anyone else in such a situation in the future.

Dear All,

I hope you are fine and healty.

We live in Turkey and we use your products with love and appreciation.

We bought the Lego ******* Classic set from one of the internet shopping sites. However, after completing the installation of the Blue Train item, we realized that the three wheels are not working in sync and are rubbing against each other. Under normal conditions, all three wheels should rotate counterclockwise, while the middle wheel rotates clockwise. This causes the train to stop moving. We ask you to resolve this issue.This situation caused a great disappointment for us (my 5 year old son and I). Unfortunately, it has shaken our confidence in Lego. My son is currently asking if he can play with this train and I cannot give a correct answer. I cannot say that this product was designed incorrectly because its wheels do not turn in the same direction. An urgent solution is needed.
If there is a situation, technique or installation that we missed or did not understand, we ask you to inform us.
Unfortunately, this product of yours has also caused us unhappiness.
We ask for your support to rectify this situation. I am forwarding the relevant photo and video to you in an e-mail.

Kind regards.

Lego would not accept in store return for unopened set but I received a label to return it. They have tithe unopened set but now claim it will take a month or so to refund the money. Wafts with this? I. Years past, last 5 they blame one thing or another but basically they cannot on a year around, year in and year out function like a normal company.

I love building legos and have for a long time but I simply cannot afford them anymore due the increased cost of them. I don't understand why you have to charge so much. I would love to get the Millennium Falcon set but simply cannot afford it for $169.00. I'm like why does it have to cost so much. It's sad. I have gone to these other brands now that are a fraction of the cost and they are bigger, more parts and quite frankly more affordable. Thanks Lego for ruining a great pleasure I had with your company. I wish I could have stayed with you because I was a loyal Lego fan. Just simply can't afford you anymore.

I ordered the Disney castle V39 was so excited that I got the order in on time. When I didn't receive it 2 months later I stared to ask questions. They replied that my item got lost or stollen and that they were sorry. They refuse to replace it! Gave me 25.00 credit to use and my money back. I told them I didn't want my money back I just wanted my product. They refuse to reply to me after that and I've tried many times. I'm very upset with their customer service and the company.

I was trying to get pick a brick and I signed in and it deleted my bag and it said it could not ship pick a brick to Canada but they can ship sets to Canada why

Worst transaction ever. Called to cancel my order a few days after purchase and was told no because it was in the warehouse and to wait for the package. Jul 2 was purchase date. Didn't ship out for several days. Then I got a FedEx shipping date of July 13. Since I live in an apartment, I had to wait at home for the package. Package never came. Had to deal with FedEx then called Lego. Spoke to Nathan who told me he was going to try to get me a refund by talking to billing. He also said he'd be calling FedEx to have the package returned to Lego and to email him if the package didn't show up on the 14th. None of this happened and got an email from Nathan saying to let them know if it hadn't shown up by the 16th. I was so let down and stressed by this point. So I waited on the 14th for the package. Once again it didn't show up. Had stress induced blackouts at this point. I was out a lot of money and couldn't get Nathan at Lego to email me back. FedEx called apologizing saying it would be delivered today the 15th. So much for Lego calling and having it shipped back to them on the 13th when I called. Got up early on the 15th and looked at the tracking. Now it's finally going back to Lego. So I called Lego again. Spent 25 minutes on the phone. My money will be returned in 3-5 business days and I got 10.00 in VIP points for the stress of it all. 10.00. That doesn't seem like a fair price for my time and stress. Let me tell you what Lego means to me. My house is filled with Lego sets. I have almost every Harry Potter set put out as well as other sets. I post regularly ( almost daily) on Legos and how wonderful they are. I post my builds on FB. I tell my friends to buy Legos. Everyone in my family is a Legoaholic including my 73 year old mother. To say how let down I am by Lego is an understatement. They have virtually no return window. They use FedEx which I have a problem with every order shipped to me. And now 3-5 business days to get my money back which I need because I ran into an emergency. I will NEVER use Lego.com again. The Legos are now being turned around and shipped back to Lego. I couldn't do this myself in the beginning with FedEx because Lego places restrictions. You have no control over your shipment from Lego. I am devastated over this whole transaction. I will continue to buy Legos, but will do so from other places or go to the store which is 45 minutes from me. Before you order from Lego online, I suggest you take these things I brought up in mind. Worst transaction ever.

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.

Tried to order a A-wing Starfighter UCS set off the site, after making the payment to Lego I received a conformation email when I logged into my account I noticed that the account was flagging a error so i logged a support ticket (no replay over 5 days), by the weeks end Lego just randomly gave me back my money (my moneys apparently not good enough for them), logged a seconded tick still no response on either ticket. The funnest part is this is my first and last time using this server.

Ever since building my Lego Grand Piano, I have been going around in circles concerning the power up app. When I activate it, it does not load the sheet music. It works with my Iphone 5, which I took out of storage and my grandsons Iphone11. Both had no issue with the full load. I spent 45 minutes going around in circles with an online chat. I finally gave up and called in. All the person could do is report the issue with no solution.
I am disappointed especially since this is one of Lego's premier products with a $350 price tag.

This is the first time I ordered from Lego and will be the last. Very poor tracking of my order. It doesn't even deserve 1

There are too many stores with easy returns and provide a shipping label at either a low cost or free. Lego.com does neither and stores only offer store credit. Lego is NOT a small company and children change their minds especially with all their marketing. I will no longer purchase direct as it cost over $27 to return a new unopened set because my child saw a new set he wanted more. Lego- your sets are already overpriced and the lack of service to your customer Is frustrating. I will not be shopping here in the future.

Stores like this shouldn't complain about losing business to places like Amazon because they deserve to. Why do I even bother anymore. Order never received after 2 weeks, but tracking showed that it was out for delivery for several days, stuck in a loop. Called customer service, and they said they'd try to locate the item and I'd get a refund whenever they located the lost item and it was returned to them by the truck. This could take a month. So, I have to wait a month to get refunded while they try and find an item that is obviously lost. The two weeks before that I was actually waiting for the item puts me at over a month that Lego will be holding my money hostage. Lego's aren't cheap. Ordered same exact things from Amazon, at slightly cheaper prices, and they arrived in 2 days. Still waiting on my refund from Lego. Didn't need it for Xmas- needed it before Xmas, and ordered in plenty of time for it to arrive, according to the website. Things happen, shipments get lost, but why punish the customer for it, by making them wait a month for a refund, when they now have to find someplace else to purchase the item.

I put an order for my sons birthday 15 days prior and got confirmation email on my order and did not hear back from. I tried to live chat, there was no one available, I send an email and did not hear back from them and finally tried to call twice, I was on hold for 45 min for the first call and 30 min for the second call without getting any response. The worst customer service in US ever.

I am totally done with the Lego company. FAIR WARNING: do not purchase Legos over the phone with any Lego store. Last week I bought a Lego set for my grandson ($399) at an out of state store near my daughter and grandson because the set he wanted was no longer available online. During the sale transaction the salesperson messed up imputing the information so the store register ended up not confirming the sale but my bank confirmed the sale. The store personnel (and I spoke with many employees over the next few days) assured me that the charge would "fall off" my bank account in a day or two. As the week wore on I began angrily demanding my money back. I had also earlier called my bank to try to have the charge removed immediately but was unsuccessful. On Monday morning my bank showed that the $399 charge had gone through as a final transaction and was no longer pending. Please note that no one at the store had ever reached out to me. Monday afternoon, yesterday and this morning I have been dealing with Lego customer service at the corporate headquarters in Connecticut. I am not making much progress with them either. I spoke with my Bank late last night and if I put in a dispute resolution request regarding this matter the process can take up to 120 days to get my money back from Legos. In addition the Citibank person I spoke with told me that Legos and their bank will have to pay a penalty fee to Citibank which is usually higher than the disputed amount and it would blemish their financial record. Legos did not follow US banking rules in dealing with my situation. They were suppose to contact their bank to make sure the charge never would be finalized. I am more than angry. I did purchase the Lego set early last week using another bank account, believing the people that I dealt with at the Lego store that the charge would drop off in a day or two. Funny thing is when I talk to people in Customer Service they end the call saying that Legos wants to keep me as a customer. That's not happening. Please help me by calling the Tigard, Oregon store to complain of their treatment of me: *******109 and Customer Service at *******647. Thank you for your support.

I returned a LEGO order and ended up paying $45 to ship it back as they will not provide return shipping label. I am extremely dissatisfied - for a company that large to expect the customer to pay for the shipping. They advertise free shipping to you but do not mention if you have a return it will be at your cost. I will NEVER order online again. My son had an extensive LEGO collection and have lost a customer.

My grandchild loves Leggo. However, they have the worst customer service I have ever encountered! Wait times on the telephone are over an hour! Twice when I was supposed to receive a free gift - wasn't shipped and had to contact the company (waiting an hour on the phone). This is not an attitude that says they appreciate my business.

Lego is the best, website is not good enough. I still play with lego blocks, me and my brother. Not big price and hours of creative fun, my father play with LEGO too:-)

I placed an order at the online Lego Store. The next day I received an email to say they can't deliver the items as outlined in the order and that I need to call and supply a new address. I called and they said that the order had been cancelled. I told them to leave it as cancelled. However, now my credit card is still billed for the amount. I'm calling everywhere trying to get my money back. I've even sent emails to their costumer service team with no response. I will never shop at their online store again.

I couldn't place an order, after payment there was redirection to blank page and nothing happened. I have tried many times on different browsers, finally succeded without 3D secure verification(still don't know why, it just billed my credit card without bank verification). Then I've realized I entered the wrong post code by accident (the whole process made me so upset). I tried to chat with customer service just after placing an order but they told me it was too late and the package was shipped! I tried to place another order again with correct address without any success - redirections to blank page only. Still don't know what will happen with my first order.

Lego should be able to price match their own items. Made a purchase and 7 days later the price drops by 30 dollars. Nick at customer service would not issue store credit or refund the difference. He insisted I repurchase and send back the old purchase. For Lego to not guarantee their price for a few days is not a friendly policy. Think Amazon and target are better bet's in the future.