LEGO Customer Service

legomatt

Guess the number of bricks is a brilliant idea, too. Best of luck!

...247

...Was i close?

:oP

Clumsybumsy

I have contacted them 3 times, once for a piece swap(wrong color), once for a broken General Grievous head and once for a sticker sheet that was so folded in the box that the stickers were peeling off.

Sethro3

My account must be flagged. I seem to contact them with problems a lot. They probably think I'm trying to get freebies. Like I really need to go out of my way for this random broken piece for free that would cost 10 cents in bricklink...

I eventually just quit telling them of problems.

I have messages about problematic CMF and they say sorry tough luck. Never sent replacements. And it took multiple tries to get a replacement cape for Elrond in that polybag. The problem is I have 5 of that and I'd love enough capes to outfit all of them the right way, but lego thinks I'm lying I guess. If they didn't make so many mistakes I wouldn't have to complain so often.

krklint

See a good number of unhappy messages, so I thought I'd share a positive one. I ordered a whole bunch of pieces from bricks & pieces for the first time. Basically, I have a good friend who writes books about Science and English Teaching (talk about a combination). So I headed there to find pieces to make the Research Institute for her. Face it, there are one or two pieces that just can't be found on Bricklink (true story).

So I filled out my order, and then purchased enough CMF's to reach the $100 mark. I was close enough, why not get the free Holiday Set too :)

Well, when the order was processed, a few pieces became "unavailable," and the value dropped under $100, thus the computer removed the free holiday set.

I called up customer service, and since the order was being processed, "we" couldn't add another CMF to the order. The nice person working said they were just going to send the set to me, separate from the rest of the order.

That, my Brickset Friends, is Customer Service. They were really friendly, too :)

RooTheSaiyan

So get this. Friday morning I was lucky enough to be able to get one of the coins with my VIP points after missing out on the Ulysses last month. I didn't really need anything but I had to buy something so I could redeem it. I've been working on collecting all the Looney Tunes figs so I figured i'd order 10 of them (I ordered a dozen last month and half were duplicates). Order goes through fine. This morning, 2 days later, I get an email stating that my order has been cancelled because I ordered "too many" of the mini figs. With that being said, there was NOTHING on the site that said there was a limit to how many could be purchased. Oh well, i figured, no big deal. I go and buy a technic set for 30 and go to redeem my code..."This code is no longer valid". So being that my code is no longer valid, and the coins are all sold out, lets take bets on how Lego will handle this. I already emailed them and told them exactly what I just told you guys. So...

Will they : 

A - Do the right thing, and send me a new redemption code for my coin

or 

B- Screw me over and just redeem my VIP points with no explanation


I'm DEFINITELY leaning towards B after what's been happening with their customer service as of late. 

RooTheSaiyan

Just checked, it was actually 8 mini figs i ordered. So not even 10. 

Casper_vd_Korf

There is a maximum of 24 per household, it’s on the product page. (Separate orders do add together) So, at least that’s explained on the site quite clearly.

RooTheSaiyan

Casper_vd_Korf said:

There is a maximum of 24 per household, it’s on the product page. (Separate orders do add together) So, at least that’s explained on the site quite clearly.

Then it makes no sense. Cause i haven't come close to that number yet. I did 12 when i first ordered, and 8 this time. 

Astrobricks

So why are you getting upset at an outcome that hasn’t even happened yet? Also, call them. Emails get lost in the shuffle.

ReesesPieces

I don't think creating a whole thread with such a title is fair based solely on an assumption of how they might respond.  I know Lego CS is not perfect (from my own experience), but they are still much better than most others.  As @Astrobricks mentioned, a phone call might be better and you will get an instant reply.  I hope it all works out for you with the coin.

madforLEGO

I hope it works out for you, but this is not CS's fault. Its how LEGOs VIP system interacts with their commerce site and CS many times is limited to how they can help. What they can do is refund your points at least (not much solace I know).

I think someone in another thread said that if the order was cancelled then the code should be made valid/available again within a few days. I lost out on redeeming a Droid Commander poly via the VIP rewards when my order was cancelled and I could not reuse the codes. Its also why I submitted the survey reporting that VIP rewards should not be a redeemable with purchase system. If one redeems points for an item,  it should just be sent to them without the need for another purchase (since I purchased something already to get the points in the first place). Im sure there is some reason why it has to be with a purchase, but if you could just redeem points for the reward, then there would be no need of missing out on a code because something occurred with the order.

Yellowcastle

I’ve gone ahead and consolidated into a new thread.  Let us know how it goes with the replacement code.

HenkdeVries

After the Ulysses debacle I was done with the CS, but they redeemed themselves, rather well. I pre-ordered the new Star Wars helmets and Probe Droid, sent out on the 26th of April, but the delivery never came. So I finally had time to call them last Monday, and they found out that DPD lost the package.... The rep recreated the order, gave it priority shipping and within 24 hours of my call, the package was here, so hats off!

SumoLego

Generally speaking, LEGO CS is amongst the best on the planet.

Try ordering a computer through Dell.  That's a nightmare and a half.  I got dinged for a on-site customer service option pursuant to my 'free' one year warranty.  Only took three phone calls and requesting a return label for the computer until they refunded me the cost for something I didn't want, affirmatively declined three separate times.

Anyway, I've never had an issue with reordering parts or getting fair value for a VIP-website screw up.  My dog ate three IG-11 heads, and they happily replaced them for me.

pxchris

Nothing we didn't already know... these folks are the best.

https://www.inc.com/jason-aten/a-customer-discovered-their-350-lego-set-was-missing-pieces-companys-response-was-brilliant.html

vizzitor

Exactly. I think everyone has had a similar response from Lego whenever there's a problem. Because of that, I always take time filling out the survey with as much praise as possible afterwards. There's the danger of taking that kind of support for granted so making sure the company knows it's appreciated is worth the effort.

JudgeChuck

@pxchris @vizzitor I couldn't agree more. I've only had to contact Lego CS a couple of times for missing / broken bricks and they were great in both cases.

TheOtherMike

I can still remember when I ordered #4565 from S@H. At the time, I was sixteen and had a joint checking account with my mother. Also, my handwriting has never been very good. Lego called Mom to make sure the check was legit because the handwriting looked like a little kid's and they wanted to make sure a kid hadn't gotten hold of his parents' checkbook.

madforLEGO

TheOtherMike said:

I can still remember when I ordered #4565 from S@H. At the time, I was sixteen and had a joint checking account with my mother. Also, my handwriting has never been very good. Lego called Mom to make sure the check was legit because the handwriting looked like a little kid's and they wanted to make sure a kid hadn't gotten hold of his parents' checkbook.

#4565 was one of my first trains (the other being #4561) out of my LEGO dark ages.