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Unhappy with TLG's CS! Similar Experiences?
i know that TLG's Customer-service is usually top-notch,and so far i've had more positive than negative experiences with them,but there was one situation that i would like to explain here,please feel free if you've had any other "bad-experiences"with the CS! Of course we all love Lego,that's why we're here,but this also a place to discuss our anger about our favourite Company.
So i've ordered a couple of sets on "May the Fourth"and paid via credit card,after a few days i've decided that i went a little overboard with my spendings so i wanted to return two items (100€ each,two packages),called CS they sent me a return-sticker for the package (that was on 10.of May or some),i've brought the lackage to the post-office the same day.
Well after a couple of weeks the money didn't got refunded so i called the CS if they received the packages,they said they are not yet in their system but this may take a few days so i waited.
By June still no money on my credit card account (that was around the 18.of June or some)so i called again,the phone call took over an hour because the lady on phone couldn't even find the order in the system at all,after i gave here the track-id.she checked DHL-tracking and it said that both packages arrived at their destination,so i said great so you can send me my money back?!she responded that the items have not received in their main warehouse in Belgium (i live in Germany)! I told here (pretty calm of course)that my part of the contrat is fulfilled and the stuff arrived where i was supposed to send them and she said she can do nothing about it,so i asked to talk to a CS team-leader,of course the team-leader was in a conference (this seems to be the ultimate excuse when you wanna talk to one of them)so she told me that she will send a note to the team-leader to call me back. The next day the team-leader called and told me the same that the packages haven't arrived in their main warehouse,after comaining big time and telling here that i'm waiting for my money for over a month she said "sorry"and tha they will charge my credit card back soon!
To be fair,in the end the CS solved the problem but seriously letting a customer wait for his money for over a month when returning a item????
Am i overreacting?
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