What would you do? S@H Damaged Box 70620

Legogeek

Kind of curious as to how some of you would proceed... 

So I ordered Ninjago City #70620 during the Double VIP Points sale on LEGO Shop at Home. A few days later the box arrived via FedEx 2 Day, and I noticed a small damaged area - the box had a small rip/hole where it looked like a pointy corner of another heavier box might have pierced it. Sure enough it went through the outer shipping box, as well as the inner box that the set was packed in, and all the way down to the actual set box which sustained a small 1.5 inch perforation/rip on the backside (I'll try to post some pictures later).  

The set is for building, but I do like keeping boxes and was bummed when I saw the damage. Even though it's a minor issue, it still sucks to see it. I'm glad it at least was the backside that sustained the damage and not the front.

As fellow collectors, what would you do? Brush off the issue, or contact Customer Service. I know it's not LEGO's fault, as I'm guessing the damage probably occurred during shipping when another heavier box hit mine. Mostly I'm just curious as to how some of you would react or handle such an incident.

Mr_Hobbles

It may not be Lego's fault, but it is certainly their responsibility to ensure the item arrives with you intact. Especially as if you were returning the item for a refund, they'd usually only accepted it in original intact packaging.

If you like to keep the boxes for larger, more collectible sets (as I do), and this blemish bothered you, I'd definitely contact them to ask for a return and replacement.

ReesesPieces

If you really care about the box, have them reship a new one.  If you really don't mind, call cs and see what your options are, like bonus points.  The items with damaged boxes are given bonus points (like 5,000).  
I normally don't care about the boxes myself (all end up in the trash) but when I returned my son's Christmas gift that had a tiny part of the box ripped off due to gift wrap, theworker said he had to deduct 10% off.  I thought it was petty (and very surprised) and if that is the standard, then same should be of the reverse.

jnscoelho

Wow, CS really treats costumers differently according to their country... I've complained about very damaged boxes, with pictures, and they never offered me anything but the possibility to return the item and receive a new one.

Priisholm

Call LEGO explain the problem and they will do thier best to fix it. I have all ways had a good relationship with CS. They will say where or to whom you should talk to.

madforLEGO

Priisholm said:

Call LEGO explain the problem and they will do thier best to fix it. I have all ways had a good relationship with CS. They will say where or to whom you should talk to.

You can call CS and organize a return (should be on their dime as well since it is a damaged box by them or the shipper). If you are near a LEGO store (not LEGOLAND Discovery Center- they are not owned by LEGO) you should also be able to return at a store and maybe a swap of the item (as long as they have one in store). But if you want money back and paid via Paypal the local store cannot do that (at least that is what LEGO CS has on the website)

Legogeek

Thanks for the replies everyone. While I am bummed about the damage the box received, I can live with it...

So, I decided to call CS and see what they would say.. They said I could either do an exchange, or they could provide me with compensation in the form of some VIP points. I opted for the points. All is good. :)

Spaceship11

I am curious how many points did you get?

Legogeek

Spaceship11 said:

I am curious how many points did you get?

It's something I rather not advertise in public... but I felt it was a reasonable number of points. 

willobee498

What's that, thousands upon thousands of points?

Time to start smashing my boxes with hammers and then complain!

Greendude

Legogeek said:

Spaceship11 said:

I am curious how many points did you get?

It's something I rather not advertise in public... but I felt it was a reasonable number of points. 

So next time this guy asks a question, every one just say it's not something I'd answer in public...

What a tool.

1265

Legogeek said:

Spaceship11 said:

I am curious how many points did you get?

It's something I rather not advertise in public... but I felt it was a reasonable number of points. 

Curious why?  It's not like you signed a non-disclosure agreement.  Thanks for sharing...:(

Jern92

Legogeek said:

Spaceship11 said:

I am curious how many points did you get?

It's something I rather not advertise in public... but I felt it was a reasonable number of points. 

Could you PM us an answer then?

arathemis

PM every one of us,  here on brickset. 

Legogeek

I asked for opinions, and I got them, and I thank those people that provided opinions. I'm glad they were able to share their thoughts with me. 

In the end, LEGO credited me some points, and I'm happy with that. It shouldn't really matter how many points it was, but what matters is that LEGO Customer Service gave me a choice of exchanging the set or receiving points, and I went with the points. It wasn't a million points, and it wasn't a thousand points, but I felt it was a fair amount.