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Bad experience at shop.lego.com
So... has this ever happened to anyone else?
I have ordered plenty of times through shop.lego.com, granted most of my orders have been smaller, I have had one over $300 before... This morning I noticed that the 2x Vip Points sale started and I have been waiting for this to buy a few sets... So I place an order for almost $600 and I get an email back saying my order has been cancelled and my account has been flagged because I am going against LEGO policy , "We have instituted a policy of not selling or shipping products or individual bricks and pieces to retailers or business owners via these channels".... Ummm okay that is great, but I am not a retailer or business owner... Anyways I call customer support and all they say is that your order has been sent to the Verification team to look into it, now I have to wait a few more days to even see if it will even go through... Wow so much for supporting LEGO directly, looks like I am going to stick to Amazon from now on... What a disappointment...
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If they think buying 5 of something is too much, allow 4 and block future purchases of that item. How difficult can that possibly be?!?
Yes, there will be those that create multiple accounts to get around the purchasing limit, but go after those people and leave the others alone. "Hey LEGO, I'm trying to throw money at you....stick your hand out and take it!"
(steps off soapbox)
Customer service wise I haven't had any issues but I was at a lego store last week with a friend. He was trying to buy three trick or treat sets for his kids and was told there was a limit of two. He informed the lego store employee he was buying for three people so he really needed three. He then mentioned the limit online had been five. The employee just said "well then you should buy them online". They were sold out online. He called me over from the star wars section and explained the situation and the employee confirmed to me there was a limit of two. Not a problem, I'll buy the third. My friend bought two and handed me some cash. I paid for the third, then handed him the bag and his change. It was very odd. There was no indication anywhere that there was a limit of two of these things. I understand limits on the sets but when online limits five and a store has some other arbitrary number, it can be a little frustrating.
Don't get me wrong, lego make life hard for themselves but ultimately this is what happens when people are encouraged to flip hard to find / exclusives and buy up stock as soon as it's released.
...
"Dang it! LEGO did something to discourage all these ridiculous resellers! Grrr!!!"
Ultimately, yes, a victim of their own success.
But if I were you, I'd get the account sorted by phone but not place the orders again. Wait until you have another promo on, such as the Xmas promo sets, and place just big enough orders to get over the threshold. Spread them over a couple of days and get the freebies.
I had a similar run in with them a few years ago (not being flagged as a reseller, but them removing promos even though they were on the order and in the order confirmation and on the delivery note) and decided never to buy from them again unless it was to maximise promos. They never get regular business from me, that goes to supermarkets.
The only things I buy from LEGO are exclusives. the only times I buy them is when there is double points or a highly desirable promo (or both). thus, I tend to save up my wish list and place these large orders all at once. I suspect a LOT of people do similar things. Nothing about your order would seem to indicate a need to flag you. I wonder if it wasn't something else - a previous order or orders, in store purchasing behavior, someone else using your VIP number?
If they flagged me, I don't think I would bother "clearing it up". Paypal "flagged" my account due to a bank snafu and I haven't used paypal (or ebay) since, whereas previously, I was a semi-regular ebay buyer, paying with paypal.
I've stopped buying most sets directly from lego when they stopped the 10% discount. I still buy the seasonal sets and, occasionally, mini figures, directly.
I've also run into the ridiculous limits at lego stores. I wanted to buy two of the halloween sets, but they told me I could only buy one. No amount of explaining that I had two kids to buy for would sway them. In the same trip, they also told me there was a limit of 16 for cmf. Ok. then a couple came in and said if they could buy an entire box between the two of them. They were allowed to do that and the sales person (different than the one I spoke to) even brought out a fresh box from the back for them. Even within one store, in a span of 15 minutes, they can't keep a consistent policy.
So basically, it is whatever the mood of the moment is....and it is everywhere!!