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Has anyone managed to get through to Customer Services in the UK recently?

According to the website, they're 'having challenges with a new phone and email system' and aren't accepting emails until Dec 24th.
I've been ringing the phone number on and off for three days, but just get a busy signal all the time.

I ordered a couple of Advent calenders on the 5th, the order is still 'in process', and I'd really like to cancel it, but that involves me actually being able to reach them...

Seems far more sensible to stop the order going out than to have all the hassle of them sending them out, and me having to return them in the New Year.


  • JenniJenni Member Posts: 1,390
    I sent an email about 5 days ago and haven't got a reply. I'm in France but [email protected] orders come from the UK so I'm assuming it's the same customer service center, especially as I emailed in English.
  • LegoboyLegoboy Member Posts: 8,825
    They took on a new telephone system a several weeks ago. I used to have a direct UK line for them rather than the advertised 08 number but that stopped working probably about 2 months ago I reckon. Leading up to that, for a month or so beforehand they decided to shut shop on a daily basis at around 4-5pm for 'training purposes'. Used to drive me nuts as my only time to phone them was in the evening on my way home from work.

    I've sent a couple of emails re the BTTF spelling error over the past month or two. The first was replied to about 3 days later. I replied immediately and didn't get a response so resent my email about 3 weeks ago and still haven't had a reply.
  • MatthewMatthew Administrator Posts: 3,714
    We've discussed I've moaned about CS in the replacement parts thread, this is really poor service at the moment.
  • muridaemuridae Member Posts: 5
    I rang them on Monday (wrong/missing bag in FB). It took about half an hour for them to answer, at lunchtime, but they did and my parts are in the post.

    I didn't use the number on the website though, as my phone spat it back out again. came up with 0845 708 0070, which worked fine.
  • BooTheMightyHamsterBooTheMightyHamster Member Posts: 1,528
    Thanks muridae - I'll try that number.

  • JenniJenni Member Posts: 1,390
    Just FYI - I received a very apologetic response to my email today, the 22nd. They want you to call their toll free number and warn that it will take 30 minutes to get through. Of course they gave me the toll free number for the US despite all my contact information, and the shipping address for this order, being in France. And they also said that my problem (undelivered order) has been solved (not the case) so I'm not terribly happy right now. No LEGO for Christmas for me :(.
  • MatthewMatthew Administrator Posts: 3,714
    I've just received (presumably) the same email:
    Thanks for getting in touch with us.

    I'm really sorry I'm responding to your email only now and that you've been waiting for such a long time. It’s not at all the level of service that our fans are entitled to. We replaced our entire phone and computer systems to a new setup in late October. Although we anticipated some teething problems, the situation is worse than we expected. We would normally be able to answer twice as many emails an hour as we currently manage. That’s why you’ll have been waiting for a response for much longer than our normal 24 hours.

    [Short paragraph that didn't resolve my issue]

    I hope everything is ok now – please let us know if you have any further questions or suggestions by calling the number above. Please don’t send a follow up email as we are not currently able to answer them.

    Our phone lines are exceptionally busy, so your call may be held in a queue for up to 30 minutes at peak times. I understand this can be frustrating, and we’re all dissatisfied with the service experience we’re providing at the moment. We’re grateful for your patience while we’re working hard to get back to our normal high standards very soon.

    If you need missing pieces or building instructions, you can order them directly from Our website is always open and there are no delays for missing parts or digital instructions, so please don’t hesitate to take a look.

    Once again, I’d like to say how sorry I am about these delays.
    Kind regards,
  • BooTheMightyHamsterBooTheMightyHamster Member Posts: 1,528
    Just wanted to publically praise Lego Customer Services.

    Ordered 2 Star Wars Advent calendars on Dec 5th, and with the order still 'In Process' on the 20th, tried to ring up and cancel.

    Have been unable to get through on the phone until this afternoon. Spoke to a very nice lady who told me that the delivery company say they were 'unable to deliver' between the 14th & 16th. We had no card through the door and nothing said to any of our neighbours, despite the fact that we've had any number of any other parcels delivered over the past month.

    I thought that CS might say 'well it's not our fault that they couldn't deliver', but no! Offered to cancel the order and refund me without any fuss at all, and then out of the blue, said that as I was on 970 VIP points, she'd round me up to 1000, which was done within the hour.

    Excellent service, and a very satisfied customer.

    Well done Lego!
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