What has happened to VIP? Lost my cash and can't re-sign up to VIP, as my 'email already exists'!

colay

Morning,

I have two Lego accounts, both had reasonable amounts of 'cash' in them. Logged in today and both Wish Lists gone and both have no 'cash' value of my points I'd been accruing. Went to 'register as a VIP on the account with less VIP cash, and I can't register, as 'That email already exists'

I am really confused and damn right annoyed at having spent with Lego and accruing over £130 in account to spend on a set this year, and it appears to all be gone.

What am I missing?

Thanks

TheFew

When I tried to sign up to the new VIP area it said my email already existed. Then I noticed under the register button then was a small sign in button (or similar). I clicked that and my computer automatically logged me in and my VIP points were waiting.

I think the trick is you do not need to create a new account. Just sign in with you current details.

milamber

It's slightly hidden.

Click on 'Account' top right like normal. Click on 'learn more' under the VIP Loyalty Programme banner. Under 'Join VIP today' at the top left of the page you should see 'sign in to reward centre'. If you sign in there using your normal ID, your name and VIP points total should be displayed top right.

Mauricio

On a related note... should the points have transferred with the local multiplier? For example, if I had 100 points before I would expect 650 in the US under the new system. Thanks!

PJ76uk

Basically put: in LEGOs attempt to make the vip reward system easier to use customers are now required to sign in twice instead of once. Firstly to login their account and secondly to login the actual vip area...

Brainslugged

My VIP points still show zero. I had £295 worth last week according to a till receipt I got in store. I'm assuming I don't need to panic just yet!

gmonkey76

My points are all screwed up too. Call to customer service said to give it till the end of this week. Something tells me not to hold my breath.

M1J0E

This might take awhile to get right. It is slightly hidden like Few said. I was able to get in this morning once until it booted me & keeps looping back to the login. At least my points were there so presumably I’ll be able to redeem in store. 

cguglielmi

I still can't open the VIP area with any browser on a desktop or a laptop computer. I can only open it with my phone.

The_Rancor

Brainslugged said:

My VIP points still show zero. I had £295 worth last week according to a till receipt I got in store. I'm assuming I don't need to panic just yet!

That is impressive. Even if I had never used any of my VIP points since they introduced the system (and I think under the old scheme the points disappeared after a year if unused) I would probably only be at £200 worth of rewards in total. I'm having issues logging in and/or seeing everything as expected, but I assume it'll smooth out.

Tkatt

If you are having trouble logging into the VIP section, ( you keep being redirected back to the same page) try enabling 3rd party cookies for the site.
That is what got it working for me.

gt7319c

Has anyone tried redeeming points for purchases in the online store?  Can you stack multiple redemptions at checkout?

Fizyx

gt7319c said:

Has anyone tried redeeming points for purchases in the online store?  Can you stack multiple redemptions at checkout?

According to what I've seen, you can redeem multiple vouchers on the same purchase, but you're limited to only redeeming one non-voucher reward per purchase.

colay

Thanks for the responses, I will try that looking for the hidden elements and enabling cookies etc. I emailed CS services when I posted this, and still not had a response either

Fireheart

I had an email from LEGO VIP program on the 8th July, which kind of states what you had (multiple accounts): 

It looks like you have multiple VIP accounts, which is not allowed as part of the current T&Cs. Rather than delete your accounts we’ll be merging them into a single VIP account. All your points will be moved to the single account.

What this means for you?
For you to continue to enjoy the benefits of being a VIP member, your account with the most recent activity will become the main account. We’ll transfer points from your other accounts into the new main account. This change will happen shortly before the launch of the new platform on July 10th.

You’ll be able to use the same VIP account card and you’ll still earn points in the ways you have done before.

What you need to do
Sit tight! We’ll be moving your account to the new platform soon. Once the move has been successful you’ll receive a welcome email and details of the changes. We want to make sure that you’re up to date with all the changes to the VIP program and can make the best use of your VIP points moving forward. We recommend signing up for a LEGO Account if you don’t have one already as it will be part of the registration process moving forward.

If you have any questions, reach out to Customer Service and they’ll be glad to help.

FAQs
Why am I not allowed multiple accounts? 
We’ve listened to our VIP members about what they want out of LEGO VIP. Their recommendations have led us to a brand-new platform that will allow customers more choices in how they can earn and spend their VIP points. As a result of these changes, customers will only have one unique email address to access the program. 

I didn’t know I had multiple accounts. How did that happen?
Creating a second account could’ve happened for several reasons: you may have lost your card in the past and signed up again, or you accidentally opened a second account online after signing up in the store. As part of the change of the platform, we’re making extra sure customers have a single account moving forward. 

colay

Hello,

Sorry, me again. Had a respomse from CS, that said they have had issues. I was also told I had over 20k points, and a value of £30 credit. I have emailed back to ask if they missed a 1 from that, as I know I had over £100, and assume it's a typo.

What I cant seem to do, is get into VIP on Firefox (just about to try a new browser) but a friend logged in to theirs and we cant see a Value of the points in pounds.

I dont want to pick and Avengers print to redeem my points, I want money off of Tantive V for example

Is this still possible? I really dont like what they have done at all

Thanks,

klinton

colay said:

Hello,

Sorry, me again. Had a respomse from CS, that said they have had issues. I was also told I had over 20k points, and a value of £30 credit. I have emailed back to ask if they missed a 1 from that, as I know I had over £100, and assume it's a typo.

What I cant seem to do, is get into VIP on Firefox (just about to try a new browser) but a friend logged in to theirs and we cant see a Value of the points in pounds.

I dont want to pick and Avengers print to redeem my points, I want money off of Tantive V for example

Is this still possible? I really dont like what they have done at all

Thanks,

Wierd. I can only get on it with Firefox. Chrome won't open it at all, constantly redirecting back to the main site. With Firefox I need to turn off security extensions for the page though. 

And, yes, you can use the points towards purchases rather than prizes. You need to redeem however many points you intend to spend against the vouchers (prominently displayed under the 'Rewards' tab), in the amount(s) you wish to spend (500pts = 5$, 2000pts = 20$, 5000pts = 50$, and 10 000pts = 100$). It just shows up as store credit when you preset your VIP card at the store. It's slightly less convenient than before, but it's not as awful as it seems at first glance. It's just one extra step. 

Brainslugged

colay said:

a friend logged in to theirs and we cant see a Value of the points in pounds.

Not sure if you're having this problem, but my rewards were showing in $$ but a quick text chat with customer services fixed it and they changed them to ££.

After waiting over a week for any points to show up, my points were the equivalent of about £40 short. She was also able to fix this problem almost instantaneously (although I did have to email a copy of a receipt from the prior week with my old points total on).

colay

Ah, what I meant was, there was no value at all, just an amount of points, which was 1600 or so. That account he thought had 30-40 quid as credit in it

klinton

colay said:

Ah, what I meant was, there was no value at all, just an amount of points, which was 1600 or so. That account he thought had 30-40 quid as credit in it

That's just how it is now. Your points have no inherent cash value until you apply them to a voucher. I dunno what the £/€ values are, but it'll tell you how many points it takes to redeem for each increment of the cash back vouchers on the Rewards tab. 

Brainslugged

@colay - In the uk each point earned is worth 0.625 pence. Or £5 per 800 points. You also earn 8 points per £1 spent. So you still get 5% back on your spend, but it's now a lot less simple to work out how much you're earning and how many points you have (as they are no longer on the receipts and not on the main Lego website) and more complicated to redeem the points. You also risk losing the points altogether if you redeem a voucher but don't use it within 30 days. Other than that, the new VIP system is awesome! 

Oldfan

Old system: I place an order on shop.LEGO.com, and enter a VIP points redemption amount in the Pay screen, which is automatically applied to my order.

New system: I place an order on shop.LEGO.com, then I log into a separate website, go through the motions of redeeming a voucher, then go back to the first site and copy-and-paste the voucher number into the Pay screen to apply the discount to my order.

I hope that the added benefits of how to spend VIP points in new and exciting ways are worth it to somebody (as I'll never use them for anything except shop.LEGO.com purchase discounts), because I don't understand how all these extra steps make the experience "better"...

(And after all this, 3 of 5 items in my shipping box were severely damaged in transit, but that's another rant for another time...)

colay

Am finally in! Don't like it

23.5k points, and can only get £100 off, as, no easily more smaller denominations to use. Don't get me wrong, buying the extra tat with points is good and those with families maybe the Legoland stuff is useful, but, having to redeem, not take the points off at checkout in £5 denominations is ridiculous.

For me, it's the end of [email protected] I'll await discounts at Amazon etc, as the savings are better than having to 'work' at having to get your money off.

I have a lot going on ATM, and although I love lego as a hobby, it's gotten expensive and I have a new found perspective on things. Maybe it's time to take a break from it for a while. who knows? :(

Lego never ceases to amaze and surprise me, it also never fails to let me down at the same time, almost as much lol

piratemania7

I don’t like how you need to “redeem” points to be used specifically online/phone or in store before you even check out. That part is a bit annoying. 

SumoLego

I'm sure this somehow cuts down on fraud or abuse of the VIP points - and the casual consumer may not bother to jump through the hoops to redeem the points.  

Best Buy's system was similarly arcane for redeeming RZ points, so I don't buy stuff there with the points in mind.

Anyway, using points as a last resort to get 'freebie' items is a nice idea and a different way to get folks to redeem points in a less costly manner for LEGO.

Brainslugged

SumoLego said:

Anyway, using points as a last resort to get 'freebie' items is a nice idea and a different way to get folks to redeem points in a less costly manner for LEGO.

The freebie items just got a lot less free though. For example, the prior two Marvel posters you had to spend £30 (I think) and you would be handed the poster on the spot. That £30 would also earn at least £1.50 of VIP points for the future.

Now you have to spend £62.50 to have enough points for the poster. Then after jumping through the hoops to claim it, you then have to purchase something else plus add on another £4 for shipping and in a week you'll get your (hopefully not damaged) poster.

This may not make a huge difference to people who use shop at home a lot, but I almost never use it as I've always had stores close to me. So being forced to use it is a bit of a pain in the arse and waste if money.

ReesesPieces

As @SumoLego mentioned Bestbuy, this was pretty much how Toys R Us rewards worked as well (without the option to choose other items besides money off).  It might seem tedious now but I'm sure most of us will eventually get used to it.

Also, I know that the 3rd Marvel poster is listed as one of the items that cost reward points but I believe they will continue with the gift with purchase items.  It just happens that they put this marvel poster as a points item (probably because they needed something more than coloring sheets and leftover gifts with purchases).  I say we just wait a couple months and see how it goes.  Maybe they will have some worthwhile rewards for points items.  Besides, like someone else mentioned, I believe the change in the reward system is a result of the surveys so at least Lego is trying to listen to their fans.  Just my 2 cents.

klinton

Brainslugged said:

This may not make a huge difference to people who use shop at home a lot, but I almost never use it as I've always had stores close to me. So being forced to use it is a bit of a pain in the arse and waste if money.

This! 

I've ordered from [email protected] all of maybe three times over the years. I almost exclusively shop at the stores, save for occasions when they've an exclusive item that's not stocked at my local stores. They insist on shipping via FedEx, which is absolutely the most inconvenient company through whom to receive a parcel if you work regular hours. 

madforLEGO

I think it is just so people forget to use their points (though not being able to access the system will cause that too). That and the apparent voucher expiration date is very annoying as well.

All in all, you make a system easier, not harder, for your consumers to use. This makes things more difficult. To those that say 'well, they wanted to add the ability to use reward points in other ways'. I say, well they could have done that with the existing system (and since the batpod is already gone, who cares if I can use these points for other things?)

UPDATE: I can access my VIP account via IE, but it seems like I have less total cash back than I had before the new system change, so I actually lost points apparently. If that is the case, wow.. Just wow... Ill have to now use my free time to have to call CS and get this sorted out I guess (if they can do anything about it), all for the 'benefit' of this new wonderful system

SumoLego

I should note that I don't endorse this particular approach - particularly making the Bat-Pod available for five seconds on the site.

LEGO likely got feedback that some segment of the VIP population wanted options - so this is the half-baked result.

I completely agree that cashing in points for promo posters is just plain dumb, but if someone wants a not currently available poster - this is an option to get one directly from the source.

madforLEGO

SumoLego said:

I should note that I don't endorse this particular approach - particularly making the Bat-Pod available for five seconds on the site.

LEGO likely got feedback that some segment of the VIP population wanted options - so this is the half-baked result.

I completely agree that cashing in points for promo posters is just plain dumb, but if someone wants a not currently available poster - this is an option to get one directly from the source.

The flip side to this is when you apparently cash in for a VIP item, you still only get a voucher to then use when you make a purchase through LEGO's shop (apparently meaning you cannot just redeem points for an item).

All in all, just a bad idea, or at least a poorly executed one (which is strange for any entity that is named the World's largest toy company). I'm sure there were good intentions for this, but you know what they say good intentions are used for.

SumoLego

I get the sense that there is probably a third-party vendor that manages this system, or has some sort of plug-in rewards system.  LEGO likes to re-invent the wheel, but evidently the current system was not meeting their needs, as much as it may be meeting the regular customer's needs.

colay

SumoLego said:

 but evidently the current system was not meeting their needs, as much as it may be meeting the regular customer's needs.

And here we have the state of the world (well consumer world) as we know it. Sod the customers, they don't matter, what works best for us?

piratemania7

I’ve noticed many changes overall on the [email protected] site.  I wonder if they did contract out any work or are using a third party vendor to assist with this.  I agree I probably will keep saving my points until I have enough to really make it worth “cashing” out, as opposed to haphazardly using $5 here and there.

SumoLego

colay said:

And here we have the state of the world (well consumer world) as we know it. Sod the customers, they don't matter, what works best for us?

To a certain extent - yes.  These bonus points and freebies are just that - 'add-ons' that help promote the underlying product.  Are any of us going to stop purchasing product without these programs?

There's a much higher likelihood we stop buying when the value of the product decreases.  Given the generally high quality of the product, and continuing robust sales - these incentive programs are an afterthought.

This is the company that tripped all over itself with the UCS MF Black VIP card promotion.

(We're used to an elite standard of managment with respect to customer service, so this jarring change to a long-standing loyalty program sticks out like sore thumb.)

SumoLego

piratemania7 said:

I wonder if they did contract out any work or are using a third party vendor to assist with this.

I would hope they use a better (or more competent) vendor for their e-Commerce and loyalty sites.  LEGO should focus on designing and making bricks.

madforLEGO

The scary thing is I saw a notice on bricks and pieces reporting they are making 'improvements' to that system too.

piratemania7

SumoLego said:

piratemania7 said:

I wonder if they did contract out any work or are using a third party vendor to assist with this.

I would hope they use a better (or more competent) vendor for their e-Commerce and loyalty sites.  LEGO should focus on designing and making bricks.

Agreed. They need to focus on play good.

drlmiles1

Word of earning:
Check that recent orders have had their VIP points added. I discovered that two orders I made with double VIP points earlier in July only had single points added. Also, there is no way to see VIP points awarded on your order email, so I'd suggest writing the earned points down somewhere. 
To top this off, three orders I made in the last week (delivered today) have not appeared as earned points in that section in my VIP account, AND the earned points have not been awarded.
A call to Lego CS sorted this out today, but don't assume the site is awarding points correctly, if at all... 

SumoLego

drlmiles1 said:

...don't assume the site is awarding points correctly, if at all... 

... as designed... er... we had a slight website malfunction... but uh... everything's perfectly all right now.  We're fine.  We're all fine here now, thank you.  How are you?

Astrobricks

Tkatt said:

If you are having trouble logging into the VIP section, ( you keep being redirected back to the same page) try enabling 3rd party cookies for the site.
That is what got it working for me.

I just tried logging in for the first time today and got in easily at first. But then I answered the question “Who do you most often buy for?” to get 25 free points, and now it just redirects back to the page with the Reward Centre link. 
I don’t see a way to enable third party cookies in safari on my iPad. Does anyone know if this is possible?

LittleLori

@Astrobricks -I had to use private on my iPad to get the VIP site to work

M1J0E

LittleLori said:

@Astrobricks -I had to use private on my iPad to get the VIP site to work

@LittleLori Thank you very much!!  That’s the first I’ve been able to get VIP to work.  Muchly appreciated!  I never even thought of trying private.

Astrobricks

^ Wish I’d tried that. Instead I chatted with CS who asked if I’d tried devices other than my iPad. I had not, so I tried the MacBook, which worked. Then they suggested clearing history and cookies on the iPad so, <gulp>, I did that. I didn’t realize it would also close all my open tabs 🙄.
Now, when I try to log in to Reward Centre, I just get a page with a perpetual spinner. 

So, now to try the private browsing thing...


...Hey! That worked! Though, I’m not thrilled if I have to do that every time.

colay

I tried Incognito on Chrome, and got less further than before! One account works in Google, one account works in Firefox. The account tha t works in Google, just spins when in Firefox. Madness

Brainslugged

I just got an invoice sent to me from Lego for some loose bricks dated today but for an order I made on June 17 and received a few weeks ago. I don't order loose bricks often. Is it common to receive an invoice over 6 weeks after ordering or do I need to check I havent been billed twice as an additional side bonus of the new VIP scheme?

stank2k

Man, I can't wait to use 500 of my points on a 7 Day XBOX Game Pass...

Wow... just wow. 

Bumblepants

stank2k said:

Man, I can't wait to use 500 of my points on a 7 Day XBOX Game Pass...

Wow... just wow. 

That is actually worse than the coloring sheets. Do you want to spend points on a free trial you could get a dozen other places for actually free? What a deal!!

Fizyx

So I actually have a POSITIVE thing to say about the new VIP stuff (shocking!) based off of an order that I made from it.  I got a couple of the 3rd Marvel print from the site just to round out my collection.  The prints shipped with the items that I ordered from the store (I was getting them anyways since they had double points + satellite polybag) and not separately as people have been saying CS was telling them they would be.  Now the plus side though:  Both prints (in different shipments) were folded into a clearly custom cut cardboard sheath that was taped shut and shipping box/double corrugated cardboard to keep them from being damaged in shipment.  Easily MUCH better than the normal shipping method for posters in the past, which for me at least was pretty much just the warehouse tossing them into the box with everything else.

LuLego

Does anyone mind if I hijack this thread?

I’m having problems with the new VIP section that no one at customer services can solve despite ‘chatting’ with them for over an hour. I’ve tried three different people at customer services now,


Hoping someone here might have an idea of what I can try:

Basically, the rewards in the VIP section are the wrong currency. They appear in € but I want them in £. It only appears in the wrong currency in the VIP section - I can make purchases in £, just not redeem vouchers.

I’ve deleted cookies, deleted browsing history, restarted ipad. Tried on another device. Tried chrome instead of safari on same device. Tried chrome on a laptop. 

The region is set to uk.

As I said, customer services just can’t remedy this and have said that I’ll just need to phone in my orders when I want to redeem a voucher.

Any ideas?

Also, he said he’d give me some vip points for the inconvenience, how long do they take to appear in your account?

Thanks 

windjammer

So my points are being displayed when I login, but is it possible to see a transaction history?