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Regardless of the reason, they should be able to fix it pretty easily.
I contacted CS through text chat. I've found they seem to be a bit better at fixing problems than speaking in person. That's only a few occasions though.
Interestingly, I created my account whilst on holiday in France. I wonder if that’s the reason?
Because I have so little faith, I've started tracking my VIP points on a spreadsheet. I made a £60 online purchase last week purely to enable me to get the third Marvel poster. These points were added almost immediately. Then I made a purchase in-store on Sunday. The points weren't added immediately, but they were there 24 hours later. However, luckily I had my spreadsheet as the points from the online order have now vanished. I'll give it a couple more days to see if it fixes itself, but then it'll be another call to CS. Surely it would have been cheaper for Lego to have launched a fully operational new system than have to deal with the huge increase in volume if calls to CS?
On the plus side, I did get a bunch of points when i shouldn't have a couple of weeks ago, but i think I'll keep that particular problem under my hat for now. Unless Lego wants to start paying me to beta test their website.
In store on sunday, my £190 purchase initially rung up about £35 more than it should have done. They managed to correct it after I pointed it out. This may have just been an unlucky coincidence and a one-off user error, but at this point I'm not leaving anything to chance when it comes to Lego transactions.
I had the same problem. Enabling 3rd party cookies on the shop at home site fixed it.
There was a new lass in there called "Jess", who had a trainee badge on. She was doing a great job of keeping my daughter (4) entertained at the mini fig building station.
I would've liked to have given her some great feedback.
Or next time you go in, just ask to speak to the manager and then give the feedback then :)
Anyone else in the UK stopped getting the emails following a visit to a physical store?
Though I'm more concerned that my VIP points for both sets pf purchases have still not shown up in my VIP account. I emailed Customer Service on Tuesday evening and apart from the automated reply haven't heard back yet. They usually reply fairly quickly so may have to chase them up.
I’ll have to contact them myself today as I bought and received the gingerbread house when it came out a while back and earned 400 points but they still don’t seem to be added to my account. But I’ve had many issues with the VIP account since its launch!
Depending on how old your account is, where you signed up for your VIP account and when you signed up - there are some odd quirks.
If you had/have a LEGO ID and linked it to your VIP number, you can (erroneously) order product by logging in with your e-mail address. The e-mail address and LEGO ID are not interchangeable. If you order using the e-mail address, the order may not show up in your LEGO ID account, and any points would have to be manually moved to your VIP. You can essentially place orders using the same e-mail address associated with the LEGO ID, but they don't register as an order in the LEGO ID profile.
Anyway - when you place an order, use your LEGO ID, and make sure your VIP is associated with the LEGO ID account, and not just your e-mail.
Whew!
Especially after the mess the main Lego website has been in today (Black Friday), I really wasn't sure how well it would work. So I claimed 2x £100 while in the line to pay and two emails came through. I had assumed the emails would have a barcode or something to scan, but as soon as I went to pay, the cashier said "you have £200 balance on your VIP card... would you like to use that to pay with?" Can't believe how quick and flawlessly it all worked.
You will only receive points on the cash you spend. So if you used a voucher to cover half your £100 spend, you will only earn VIP points on the £50 you spent with actual money. In this instance you'll earn £2.50 of points (or £5 during double points periods such as now).
Did some digging when I got home... talk about one step forward and five steps back! So instead of just using points at the till if you feel like it, you have to plan ahead, download the voucher and then what do you do if the set you want is out of stock? You're forced to use it within 30 days or lose it!
For those of us who don't have a mobile phone, it's a bit of a problem.