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LEGO Customer Service

ThisIsMyCupThisIsMyCup Member Posts: 156
edited May 2021 in Everything else LEGO
So last week I bought a few of the last remaining series 3 lego mini-figures that were left at my local TRU. I got them for bogo 50% off and was happy to have them. Upon returning home i opened the packs and got a few extras of the rapper, chief, fisherman, surfer and the last one was the alien. There was no purple laser piece in the package :/. Went to lego customer service website and explained my problem and got a very quick emailed response. They said they couldnt provide me with the missing piece but could instead offer a random replacement pack. I agreed and it just arrived in the mail today, and what was the mystery replacement figure.....none other than the elf!! Score!! I love lego customer service. does anyone else have any awesome stories such as this that they would like to share??


  • MatthewMatthew Administrator Posts: 3,714
    edited April 2011
    got a few extras of the surfer
    There is no surfer in S3. What did you mean?
  • prof1515prof1515 Member Posts: 1,550
    While I've had good responses from the Lego Customer Service, the last two times have been mixed. A purchase I made from Shop-At-Home arrived damaged and I contacted them about replacements. They said they'd mail me postage-paid labels to return the sets and would ship me my replacements upon receipt. The labels never arrived. I called again and they said they'd resend the labels. However, they sent the replacement sets before receipt of the labels. I waited a month or more for the labels and they never arrived. Finally, I just sent the sets back to them, paying the postage myself. It was a little irritating that twice the labels never arrived. I do appreciate their trust in sending me the replacements the second time around without waiting for the return of the damaged sets. I suspect that there is some error in their mailing system, human or not, that prevented the labels from ever being sent to me. Has anyone else had this problem?
  • drdavewatforddrdavewatford Administrator Posts: 6,756
    While I've had good responses from the Lego Customer Service, the last two times have been mixed. A purchase I made from Shop-At-Home arrived damaged and I contacted them about replacements. They said they'd mail me postage-paid labels to return the sets and would ship me my replacements upon receipt. The labels never arrived. I called again and they said they'd resend the labels. However, they sent the replacement sets before receipt of the labels. I waited a month or more for the labels and they never arrived. Finally, I just sent the sets back to them, paying the postage myself. It was a little irritating that twice the labels never arrived. I do appreciate their trust in sending me the replacements the second time around without waiting for the return of the damaged sets. I suspect that there is some error in their mailing system, human or not, that prevented the labels from ever being sent to me. Has anyone else had this problem?
    I've had similar problems getting labels to mail back damaged sets. In the end, they actually told me to keep one of the damaged sets (Beach House) and they'd just send me another, which they did.

    Overall, I'd say my experience of customer service is very good, however - they often go beyond the call of duty, helping me source parts for MOCs and even spare sticker sheets for a reasonable cost.
  • MatthewMatthew Administrator Posts: 3,714
    I ordered a minifigure from their replacement parts service. The torso, head and hat came but no legs. I contacted them TWICE and said they'd send it, but not yet...

    I have had several CM packs missing parts, the first time they offered me £2 in S@H credit, the rest they didn't seem to believe me and said to return to the retailer, I bought a case online though, so in effect I am the retailer...
  • prof1515prof1515 Member Posts: 1,550
    Oh, they've been excellent at sending replacements for missing or damaged parts. I had two stormtroopers and a Lobot arrive back in 2002 with horribly misprinted helmets and heads and contacted them about it. They sent replacements very quickly and didn't require the misprints be sent back first. When I got one of the Orient Expedition sets solely for a mini-figure in it, the torso was horribly misprinted. I contacted them about it as well as a list of missing parts from other sets which I hadn't called about since in those cases they weren't pieces I was overly concerned about and could swap with pieces from other sets (I'd bought the OE set primarily for that figure though). They sent replacement parts for everything on the list even though a few of the sets were 8 years old. So on the whole my experience with Lego Customer Service has been excellent. The problem with the labels is new in my experience with them. Whether it's indicative of a change in their Customer Service quality or an isolated incident I can't say as I haven't had occassion to contact them since though hearing about the service pack for the Shuttle Adventure, I need to do so (haven't opened mine as yet).
  • rocaorocao Administrator Posts: 4,290
    I've always had positive experiences with LEGO customer service. The most noteworthy one was when I purchased 7190 Millennium Falcon circa 2000. I bought the set "new" from TRU but when I sat down to open it, I realized that it had been resealed on one side in a deceptive enough manner that it escaped my attention at the store.

    I opened it, and of course, the minifigures were missing. It was not yet the height of exclusive minifigure collecting, but Leia was already going for about $45 on eBay. LEGO customer service sent replacement minfigures with no hesitation. I haven't tried replacing parts in quite some time, so I wouldn't be surprised if LEGO has made their policies stricter, but it will always stand out as a resolution that was as smooth as it should be (which is often not the case).
  • YellowcastleYellowcastle Administrator, Moderator Posts: 5,234
    Having still not opened many many sets, stories of minifigure thieves have me really worried.
  • rocaorocao Administrator Posts: 4,290
    edited April 2011
    ^ I remember a few people mentioning that they had purchased collectible minifigure bags and found that they were cleverly cut open and resealed. Crazy.

    I wonder about something in reverse. I wonder if I have any gold chrome C3PO's in any of my MISB Star Wars sets made during the promotion. Of course, rather than opening them all, I resorted to buying one on eBay for $130 instead :P
  • jeremiasobomjeremiasobom Member Posts: 8
    Some politicians should learn about the value of someone's word and honesty with Lego customer Service.
    I am a really huge Star Wars fan, and also a big Lego fan, so you can imagine how happy I was when my UCS Millennium Falcon arrived.
    A week later, right in the end of the building, I noticed that there was a piece missing. Just one little tricky piece amongst all other 5194.
    I contacted them, but I never really believed that they would send that tiny thing to me. They actually did it, from Germany (I guess) to Brazil, just one piece, without requesting anything from me, not even a question. There was also a letter, saying that they we're sorry and bla bla bla. I was so astonished with their trust that I wrote another e-mail just to express how rare this kind of attitude is in my country. Whoa, this is something that I don't see everyday in here, really...
  • ThisIsMyCupThisIsMyCup Member Posts: 156
    @matthew.....i bought some series 4 at the same time, must've got mixed up. now if i could only complete my series 1 collection i'll have them all!!
  • atxdadatxdad Member Posts: 68
    LEGO customer service is a perfect 3 for 3 with me:
    1) UCS Millennium Falcon missing 12 jumper plates; sent at no charge
    2) 2 defective transparent 'lightsaber blades'; replaced at no charge
    3) Shuttle Adventure 'repair kit'; sent at no charge

    No proof of purchase or return of pieces required. That's awesome service.
  • drdavewatforddrdavewatford Administrator Posts: 6,756

    3) Shuttle Adventure 'repair kit'; sent at no charge
    Since you mention it, how necessary is the repair kit ? Is the original design really so bad? Have to say I'm not entirely sure if I really need to get it or not (I've not actually built my Shuttle Adventure set yet, and hence my questions)

  • pantenkindpantenkind Member Posts: 258
    I have bought a few hundred sets and probably had a small handful have issues. Every time though they have sent replacement parts no questions asked. My big story was when I bought the new death star. I got it when me and the family took a trip to mall of america and I visited the lego store there. I did not open the box until we returned home a few days later and minifigures. I called lego anticipating them thinking I was lying or something. Not at all, the lady was very nice and stayed on the phone with me and we went through the parts list and made sure we got every piece of every minifigure. A few days later I had them. Bonus for me was the parts for the garbage monster were there and she sent me an extra anyways. I have dealt with many companies customer service departments and none have been as consistently good as lego. And I have always got someone who speaks plain english too, I have nothing against someone getting a job offered to them, but it goes a long way when a company (so far as I have seen) makes sure the people they hire can actually talk clearly to their customers.
  • CrankinCrankin Member Posts: 17
    I had a negative situation recently. I was purchasing $1200.00 worth of LEGO from a Lego store. The items I was purchasing were not in stock. The store said they had q policy of offering free shipping on anything not in stock. I made the order. I then got a call the next day that said they only offer free shipping on up go $400 worth of product. So basically I was getting penalized for spending too much money. If I was the CEO I would have fired the person who made that decision. Penalizing someone for spending too much money. It boggled my mind. I asked to talk to a supervisor and I lit them up. In they end. They cancelled the extra shipping fees but not until I informed them of the stupidity of their ways. I buy thousands of dollars of LEGO so this really pissed me off. Having free shipping on items not available in their store is great customer service. But charging extra if you spend too much is just stupid. TLG please adjust your policy.
  • rocaorocao Administrator Posts: 4,290
    3) Shuttle Adventure 'repair kit'; sent at no charge
    Thanks for reminding me that such a thing existed. I think I'll call them tomorrow and also see if they'll replaced one of my Grand Emporium manuals that was in terrible shape from being jostled within the box.

  • meyerc13meyerc13 Member Posts: 227
    Crankin, you are absolutely correct, that policy makes no sense. If you buy $1200 worth they won't ship it free, but if you and two friends each buy $400 worth they would ship it free? Crazy.

    Reminds me of the price adjustment policy at some stores. I remember one case I bought something at full price, which went on clearance two days later. The customer service desk wouldn't do a price adjustment because they won't adjust the price if the item is on clearance. So I asked, "Can I return the full price item and go buy the item that's on sale?" The answer was yes, so that's what I did. Which meant that in the end I still got my price match, but now they had an item they had to restock. Crazy policies like these are anti-customer.

    On the bright side, at least in this case LEGO customer service came through and did the right thing, which I think is usually the case with LEGO, unlike with many other companies.
  • rocaorocao Administrator Posts: 4,290
    I agree that the price-adjustment policy seems silly in practice, but in principle it protects the store from being punished for putting items on clearance. Your transaction is essentially a buyer/seller agreement, and in effect you are coming in at a later date wishing to change that agreement.

    To further close the return/rebuy loophole, Target instituted a procedure whereby you can return the item, but you can not immediately re-purchase it. The item goes back into stock and becomes available for anyone to purchase. And I think they're perfectly right to do so.
  • PaulTRPaulTR Member Posts: 115
    I had a great experience once: I e-mailed LEGO about how I didn't like the fact the Darth Vader's helmet-remover in my 6211 Star Destroyer didn't work. I sent the e-mail as a complaint, not really as a request. Well, do you know what LEGO did? They sent me a Darth Vader's helmet, and a note explaining they were sorry about the issue! I still don't like how the set doesn't work, but that helmet has given me a new respect for TLGs customer service.
  • Endigo_VandaneEndigo_Vandane Member Posts: 19
    Everytime I contact Customer Service, I get excellent service.
    The last time I did, was about the 10188-Death Star instruction manual.
    When I was nearing the end of the build, there was a weird 'jump' in the instructions that didn't make any sense. Turned out there were 4 pages that were perforated on the wrong side and put in back to front. When I told them about this they said they would send me a new manual. I got it a week later.
    No charge, no hassle, just great service.
  • legoclonelegoclone Member Posts: 9
    Once had a castle set and one of the troll's hands was missing out of the box...I think. I mean I looked all over for it and I was about 90% sure it wasn't in the box. Told Lego customer service via the website and they sent out a whole new troll within the week. This was the first missing part out of a set I ever experienced and Lego made it right.
  • brickmaticbrickmatic Member Posts: 1,071
    edited April 2011
    Customer service is great. They really want their customers to be satisfied with their products. Remember the whole issue with the 8043-1: Motorized Excavator when they discovered the linear actuators were failing after repeated use? I had purchased the set and when I emailed them about it, I was put on a list. There was no hassle, no ridiculous process to go through. They mailed the repair packet in no time.The effort they put in to listening to their customer's complaints, investigating the issue, and then correcting the problem was great.
  • YpresYpres Member Posts: 200
    I told Lego in their last survey I thought they had the best customer service of any company. They are happy to replace missing pieces... and damaged ones. One time they forgot to send the free polybag and I sent an email off to them. Sure enough within a week another package arrived and my polybag was there! They also honour mistake deals made online... any lucky Canadian (last May 4th) would know what I mean. LOL! Thanks Lego, the company should be very proud of its customer service.
  • IwantmorelegosIwantmorelegos Member Posts: 42
    I bought a Star Wars Republic Attack Cruiser and when I opened it up I couldn't find a single bag with any minifigure parts. I noticed after the fact that someone had super glued the tape back to the box. I called Customer service and they wanted me to list every part I was missing but after talking to the rep for a couple minutes he just asked me how many bags I had (11), he told me there should be 16. He put me on hold and came back a couple minutes later and told me that the minifigure parts were spread out in 5 bags. He ordered me the 5 bags and they were at my door in less then a week. It was great service.
    Since then I have inspected everything I buy very carefully and have noticed in my area there is a lot of lego theft going on.
  • starfire2starfire2 Member Posts: 1,335
    I can't tell you how many times we have contacted customer service in regards to missing pieces. They have always replaced them without question and always sent an apology letter as well. Once my husband bought a Republic Dropship with AT-OT walker, the box was slightly damaged but the manager at the Lego store assured us it should be ok. When he started building it he noticed 3 pieces were broken, yes broken! He contacted Lego customer service and the sent it out right away because we got them 3 days later!!! A letter to my sister never takes that long !!!
  • Steve_J_OMSteve_J_OM Member Posts: 999
    I've only had one dealing with Lego customer services and I hold the company in even higher regard since (something I thought was impossible!).

    I took my Dwarves' Mine set 7036 out of storage and rebuilt it, a year after original purchase. To my horror I realised that the Troll minifig was missing one of his five horns. I went onto the replacement piece site, but it was nowhere to be found for purchase.

    So I sent off a hopeful email to customer services. Some weeks later, I received this back:

    Absolute legends :)
  • atkinsaratkinsar Member Posts: 4,258
    edited April 2011
    I've only contacted them once, and that was to ask why my order with them had been cancelled, since all I received was an email saying it had been cancelled with no explanation as to why. When I called them they said it was because they didn't actually have the stock to fulfil the order.

    There's two issues here, 1) it is not great that you are able to order items that they don't have actually have in stock and 2) the cancellation email should contain more specific information in as to why your order is being cancelled. This has actually happened to me twice now.

    Based on other's experience, I have no doubt that LEGO customer service is one of the best around, their e-commerce system however leaves a lot be desired IMO. I'm sure I've read a story ages ago about them replacing it, the sooner the better I think.
  • prof1515prof1515 Member Posts: 1,550
    I've had the issue with ordering something that they didn't have in stock. I bought four Slave-1 sets a few years ago and two arrived but the third and fourth didn't. I waited and waited for over a month and no word from them to tell me that the orders had been cancelled because it'd be discontinued.

    They refunded me my money but if I'd known earlier I'd have kept one of the two in MISB condition and not opened them both. I'd planned on opening two, selling the third and keeping the fourth intact for display. As a result, I don't have a MISB display copy, just two opened ones.
  • scholte23scholte23 Member Posts: 10

    1) UCS Millennium Falcon missing 12 jumper plates; sent at no charge
    I had the same thing happen to me, must of been a common problem, but same deal they sent them out no questions asked.
  • ffffff Member Posts: 8
    Customer service is great. They know we love LEGO and they want us to keep loving LEGO. I expect to call them the less often if possible, but their service is really great. The people are nice and friendly and they take their job to make you comfortable. LEGO is not just a toy. There's something else special about it :-)
  • krklintkrklint Member Posts: 502
    edited May 2021
    Have you received over-the-top service from a Lego Store employee? I'm not sure if sharing names is a great thing online, but speaking in generalities never hurts. (admin, if this thread is in wrong category, please relocate for me)

    Here is my two wonderful moments of service from Lego:

    1) Coming out of my dark ages, I filled my first PAB cup at the Mall of America Lego store. One of the workers took the time to explain to me how to really stack a cup to my benefit. She grabbed extra yellow 1X8's (the piece I was really buying) and told me "this is what you could have got!" She placed them in my purchase bag, and told me to come back and "do it right." :) Needless to say, the staff at M.O.A. Lego Store reminded me that Lego is a community to belong to :) :)

    2) Recently filled out a receipt survey for the Sawgrass MIlls store. Asked a question about the PAB walls. The store manager wrote me a personal email about my question, and then later called me to talk about my response to the second email. I found that this store really goes out of their way to bring customers back. Side note, I fill out receipt surveys all the time (for basically all businesses), and this is the only company or store manager who has ever taken the time to find out how they could better increase customer experience!

    Ok, those are my two Positive memories. Lets stay Positive, and find out where and how Lego employees have brought happiness to your life, too :)
  • CCCCCC Member Posts: 20,555
    Based on my experiences, over-the-top service from Lego Store employees is the norm.
  • krklintkrklint Member Posts: 502
    Yes, it is :) but isn't there one memory or event that stands out over the rest? One of those "I love this Lego store" moments?
  • The_Brick_BuilderThe_Brick_Builder Member Posts: 658
    I've received a $10 e-gift card from LEGO for my PAB being very late.
  • mressinmressin Member Posts: 843
    Went to Westfields Stratford Lego Store for the third time (first and second time had been ca. three months earlier). One employee still knew who I was!
  • BrickDancerBrickDancer Member Posts: 3,639
    ^^Same here on a recent PAB order.
  • Bosstone100Bosstone100 Member Posts: 1,431
    @krklint - Most of the people at the Sawgrass store are great EXCEPT a couple of those female managers, especially the one who I think is the assistant manager. I get nothing but bad attitude from her. The store manager is great. I've had a couple of convos with him about Monster Fighters, modulars, etc. The regular cashiers are usually very helpful. If it wasn't for that assistant manager, I'd give the store a 10 out of 10.
  • krklintkrklint Member Posts: 502
    @Bosstone100, and funny thing is that the assistant store manager always gives me great service, and great conversation. The store manager is an amazing person! He does go out of his way to make sure all is great in his store :)
  • Linda_HawkeLinda_Hawke Member Posts: 1
    We bought the City Super Pack Police Station (66428) for xmas as our son is lego mad. After hours of trying to assemble it we have been incredibly frustrated to find parts missing and unable to have it completed so that our son can play with it. We don't want to take it back to the store as we could end up in the same situation again after even more hours of assembly. We would be very interested if there is a customer help line for Australia, as i could not see one listed for Austrlia in the instructions?
    Is there any way we can get the missing pieces? Do we need to list them all or do you have a checklist so that we could number what we don't have? Any assistance would be greatly appreciated.

  • Si_UKNZSi_UKNZ Member Posts: 4,179
    edited December 2012
    ^ try this
    They'll answer all those questions.
  • bmwlegobmwlego Member Posts: 820
    In my 6 plus years of buying LEGO at an insane rate I have NEVER encountered a missing piece. Whenever I did think something was missing it was on the floor, in one of the bags, in the box, etc.

    I a sorry to hear that you are missing parts but fom my experience I would say that this is often not the case.

    On the plus side, you are dealing with a company that will do anything within reason to ensure that your child can finish his set. Let us know the end result of your interaction with LEGO. Good luck!
  • yys4uyys4u Member Posts: 1,093
    Lego Customer Service has been disappointed to me lately. I had to contact them 3 times for a replacement cape for the Elrond minifigure from the Lord of the Rings game, and they only replied twice. Everyone else on here and eurobricks seem to have been getting the right replacement cape, except me :( I finally put in a missing parts order and hope they can finally resolve this.
  • doriansdaddoriansdad Member Posts: 1,337
    In the USA their customer service has definitely gone downhill. I used to rank them right at the top with Apple. Nowdays I get better service from Toys R Us and Walmart reps. S@H definitely had a policy change concerning customer service over the past year, and not for the better. Now I do all my Lego shopping at Amazon if possible as they truly have great customer service.
  • just2goodjust2good Member Posts: 247
    I still love customer service. I contacted them earlier this year for the cracked Alien heads from the Captain America set, and they kept on giving me cracked heads. They made up their mistakes by sending me TWO $15 giftcards, and an uncracked head. :)
  • dragonhawkdragonhawk Member Posts: 633
    ^ Ditto. My free holiday set from BF sale arrived folded like a book due to poor packaging. I sent an email to them and got a replacement within 4 days.
  • just2goodjust2good Member Posts: 247
    I hate to bump up this very old topic, but indeed, a HUGE shoutout to the Sawgrass store. I think he is the manager, but Robert is a fantastic dude. We always have LEGO conversations at the store, he's always very helpful, remembers me and always makes me want to come back to the store. I did have a problem with a female employee once at the Sawgrass store, who I think is the asst. manager you all are talking about. All the other employees are great, but it's people like Robert who make me want to continue this hobby of LEGO collecting. :)
  • CapnRex101CapnRex101 Administrator Posts: 2,364
    In the Brighton store I received some very honest advice a few weeks ago. A brand new employee (who shall remain nameless) approached me while I was looking at #79110 Silver Mine Shootout and told me quite bluntly "you don't want that set, it's rubbish." I asked why and he actually made a very good case, I have the set now and do not entirely disagree with him.

    Great service I thought, he tried to warn me against it and was quite right to do so. I have since spoken to the same staff member quite frequently and he seems to have some very impressive inside knowledge actually. He was able to tell me all about the new sets and rather than the usual "this is a great set" he actually had some real in depth thoughts on every model, not all of which were positive.
  • jadedancjadedanc Member Posts: 1,302
    @CapnRex101 I agree whole totally with that employee. I have #79110 and have already bagged it up. I didn't even get completely through the build
  • pd66pd66 Member Posts: 173
    Over the past few months of reading the forums here there have been a few stories around LEGO and their customer service - the boy who lost his Ninjago figures and got a letter from Sensei Wu along with replacement letters etc

    I just wanted to share another one....

    My team at work have picked a local lesser known charity to support and do some fundraising for over a 12 month period - The Gaddum Centre (

    As part of this we are organising a quiz night with accompanying raffle (and possibly auction) so have been contacting loads of different companies asking for donations.

    From some of the responses we have had it is obvious that these companies get bombarded with requests like this and the number of very polite and pleasant 'sorry but no and good luck' responses we have had has been steadily building.

    As a team that love LEGO - we have done LEGO build offs as team building using polys from the paper giveaways and have used minifig images in team presentations etc - we contacted them to ask for a donation of some sort.

    As some of the methods the counsellors at the centre use with the children they support involve creative play we asked LEGO whether they would like to either donate a raffle prize of some sort or donate some materials directly to the centre for use with the children they support.

    I got an almost instant response to this request, promising a HUGE box of LEGO would be despatched. One of the people involved in arranging this at LEGO was even emailing me while at home recovering from surgery!

    Sure enough, a couple of days ago a pretty substantial box of Duplo arrived at work from LEGO containing some basic bricks but also some Woody and Buzz figures and what looks like a plane, caravan and other figures. This was absolutely a HUGE box of LEGO and I was really impressed as I am sure the centre will be when we get it over to them.

    Before then we are going to raise a little money off the back of the donation though - we are going to get a crate for the centre to keep the Duplo in and then run a guess the number of bricks competition in our office and on the quiz night for a LEGO prize I will source from my spare polys etc.

    Once we have completed that we can hand over the Duplo to the centre and they can start using it.

    Now, before I started my donation requests I would probably have looked at this box and thought for a company of LEGO's size it was a very small drop in a very large ocean but based on the apparent volume of these requests that companies receive (from our rejections) and the sheer speed of their response I just wanted to publicly acknowledge their massive generosity.

    Thanks LEGO for another example of your brilliant community spirit and support.
  • KazJYKazJY Member Posts: 66
    Wow! Great to hear. Good luck with the fundraiser!
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