Buying from LEGO Brand Stores and shop.lego.com (S@H)

downunder7

Lego must be desperate for new business, they now appear to be offering permanent free shipping to Australia for purchases over $150. I have made two such purchases. On both occasions Lego packed my orders so badly I received damaged goods. The first time it was a free poster, for which they sent a replacement. The second shipment consisted of a large Lego set plus 2 key chains plus free Splinter key chain. Lego put the key chains loose in the box, then the large set face down directly on the key chains. No protection at all. This shipment was guaranteed to arrive damaged. Upon contacting Lego and requesting return shipping label, I was told they have no return label system for Australia, and that I would have to pay for the return shipping myself. Now considering Lego already charge Australian customers approximately double what Americans pay for Lego, it seems incredible to expect us to pay again for damaged goods. Amazon does the right thing, why cant Lego.
downunder7

Eric

That's good to know about the free shipping deal. I wasn't aware.

That's poor form, they probably figure, eh, doesn't matter, they won't be posting it back cause it'll cost more then the order was worth!

Shame, it really detracts from the normally excellent customer service.

cheshirecat

Is that even legal? No idea in Australia, but here it wouldn't be. Presumably they will refund you the return postage along with the order value.

jockosjungle

Are you sure you have understood them? Just because they have no way of sending it back free, they'll refund you your shipping when they get it back. Maybe explain how much it will cost to return?

downunder7

Thank you for your responses. I should clarify, Lego did say they would refund return shipping cost. However, points to consider are, postage in Australia is expensive, customers should not be asked to pay more money through no fault of their own, and thirdly, there are a number of complaints posted online where Lego has lost (misplaced) customer returns to their warehouse. Do I take the risk, or just hang on to my damaged set, after all, the contents will be ok?
On another note:
Lego has just made their Tower of Orthanc available to VIPs. If I was to order one I would get another of those horrid Splinter key chains ( which caused most of the damage to my last order). As this great item may never make it to Australia (we don't have a Lego store anywhere), Lego really has us over a barrel.
Cheers to all.

cheshirecat

Lego lost my return so I understand your concern. Household ask them to arrange a courier, in the UK they would have to.

CCC

Can you not remove the keychain promo? Or phone the order asking them not to include one.

Eric

I'd probably just keep it, I keep all my boxes too, but for me, it wouldn't be worth the hassle.

In regards to the Tower, Myer have just started selling the Mini Modulars, (which started as a VIP only special), so I'd say we'll get it... Eventually.

iBart

Did you ever received your order incomplete?

A few days ago, my mom got my order, but she didn't checked the boxes with the DHL guy (everything were looking perfect as always, etc.).

One of the boxes should contained 2 x Minecraft set, there were only one and airbag. What is interesting, invoice says that box contain 2 x 21102, weight is also for 2 x 21102 set. Even DHL sticker says so, but there were no chance to open the box without damaging the address sticker... :' [

I have alreday e-mailed CS, but I guess I'll get my answer on Monday or even Tuseday.


What policy do they have in such situation? I'm unable to proof that it was their mistake (except this airbag - second set can't be put in that box).


I'm always sooo unlucky...

madforLEGO

I would say if it is the first time that this occurred, then CS should be pretty understanding.. but if this keeps occurring then CS will be less receptive

Penkid11

While the Minecraft set was considerably rare, Lego S@H limited how many sets a family could order to one. I believe the same still stands.

madforLEGO

^---Except I doubt LEGO would charge for 2 like @iBart reports. Also, LEGO is allowing a limit of purchasing 2 Minecraft sets right now.

It sounds like something got messed up somewhere.

tamamahm

Black Friday weekend my store ran out of the poly of trains. I had one, but really wanted more to make modifications. I placed an order for 2.

My invoice said 2, but my package had 1 train and one of the other holiday poly. Different than your case, but a case of an order being wrong. In my case, there was nothing that could be done to correct it because all the trains were long sold out by the time Si got mine.

Brickarmor

I just had an order missing 2 LotR Wizard Battles. Called them up and had it resolved in no time.

Pitfall69

I ordered 2 and received 2 Minecraft sets. Obviously, the limit was not enforced.

madforLEGO

The limit is 2 per order at the least, not one.
At least, when I look at LEGO's Minecraft page it says limit 2

iBart

I live in Europe, we have now limit of 5 sets per household
(now it's out of stock, and will be back on July 11th).

I guess it's not the case, because some time ago I exceed the limit (on some SW battlepack), and my order were changed which was visible in the order status, invoice was also O.K.

lordzarak

I had an item missing from a S@H order last winter. It was a small Duplo set. I was nervous about calling to report a missing item since I couldn't prove it. CS was helpful and didn't question me. They sent me the missing set right away. I'm sure they track if this is repeat behavior.

piratemania7

There have been many similar discussions in other threads I think but the overall consensus I would argue is; if you haven't had to deal with CS before in any great manner they will just send you the set with no question. It's the repeat times after that, that the answers to elude us here on this forum...

Paperballpark

I had a £100 order from the 'bricks and pieces' section of S@H which didn't arrive. They asked me to check with neighbours to make sure no-one had it, which I did, and even checked at the post office to make sure it wasn't still there. I then told them no-one had it, and they sent me the order out again, which thankfully arrived safe and well.

monkeyhanger

I've had an incorrect special pieces order from S@H when I was brocklinking my UCS MF. There were about 12 missing parts in a 600 part order, and an extra that I didn't order. The extra, although big, didn't come anywhere near the weight of the missing parts. S@H replaced no bother straight away after I explained that I was piecing together the MF and had ordered 6 grey hollow radar dishes and that on the model only 6 were required so I had no need for extras.

madforLEGO

Yeah I have occasionally had issues with par counts in the brick orders, LEGO is usually pretty good about getting em out no questions asked, but I think if it occurs enough they will start taking a closer look at you to ensure you are not trying to take advantage of their good nature

Legoboy

It would be interesting to know how many orders over the next upcoming weeks are found to be incomplete following the initial post.

samiam391

Legoboy said:

It would be interesting to know how many orders over the next upcoming weeks are found to be incomplete following the initial post.

My order of 5 UCS MFs still hasn't arrived from when I ordered on May 4th, 2010.

Now where did I put my cellphone...

iBart

Legoboy said:

It would be interesting to know how many orders over the next upcoming weeks are found to be incomplete following the initial post.

I guess if it was the mistake at the warehouse they can check the stock very easliy, there is one 21102 more than they should have. :P

* And what is more important, if there will be such issue (that someone will try to fool them) they will definitely improve orders checking...

Legoboy

^ This is true although I think it would actually take some doing to confirm a single set was missing from their vast inventory. You'll be fine though. :o)

I was chuckling to myself thinking how many bogus phone calls S@H CS are going to be made now that the idea has been planted.

legoprods

^ Nah, I don't think so. Hasn't this been discussed some other times on some other threads? I've seen it around.

If it was featured in a newspaper, well, probably, but I don't think that posting it in a Lego forum once again will make much of a difference...

Legoboy

You say that, but I've been made aware of a few temporary 'increase in issues' following comments made in the forum.

iBart

Anyway, I hope that isn't going to happen. I feel really bad after what I've done (planting the idea of ordering two Death Stars and calling CS to say that one is missing). :P

legoprods

^^ And you are the one with the true insight, so I may now pay tribute to Legoboy, our insider.

Legoboy

^^ You and @Samiam391 are done for. :o)

Joking aside, I wasn't suggesting you shouldn't have mentioned it, just that I was imagining TLG's face and lull feeling in its belly. :o)

Legoboy

legoprods said:

^^ And you are the one with the true insight, so I may now pay tribute to Legoboy, our insider.

You can get up now.

TheLoneTensor

^The DHL shipping sticker was probably created before the box was even packed, i.e. they planned on putting in two of them, so they set the weight accordingly. What actually ended up in the box was obviously different.

As with most major retailer customer services, as long as it's not a wild request (like a $500 item), and it's your first time, they will probably just send you another.

Btw, always call if you want action. Emails are too easy to ignore or put on the back burner.

piratemania7

tensor said:

^The DHL shipping sticker was probably created before the box was even packed, i.e. they planned on putting in two of them, so they set the weight accordingly. What actually ended up in the box was obviously different.

As with most major retailer customer services, as long as it's not a wild request (like a $500 item), and it's your first time, they will probably just send you another.

Btw, always call if you want action. Emails are too easy to ignore or put on the back burner.

Calls and certain sites like amazon utilize chat now! That takes all awkwardness or shyness out of it and you still get your issues solved immediately...

orodes

I have made an order on the S@H website and the order status currently says customer service, I have never had this before and I'm confused as to why this is showing, it was a fairly big order so does it often happen with high money purchases?

If this has happened to anyone else before, what was the outcome? Was there a problem or was it nothing.

Thanks to anyone who can give me some information on this.

joel4motion

Happened to myself on a few occasions with both large and small orders.

Never had anything come of it though so I wouldn't worry.

orodes

I just got my order confirmation e-mail, seeing as this is my first time seeing this, did make me a bit worried lol

DaveBey

What is the Order Status progression when ordering from shop.LEGO.com? (i.e. what does the status go through to get to shipped?)

Cheers from Claremore, Oklahoma USA!
Dave

dougts

1) nonexistent (doesn't show up at all in order status for hours)
2) In Process
3) Customer Service
4) In Process
5) Partial Shipment, Balance on Backorder
6) Shipped

;-)

Bumblepants

^and sometimes it arrives on your porch between 5 and 6

piratemania7

Ordered the fire brigade last week and was "backordered" until 11.6, now it's due for delivery tomorrow. : ) can't trust or go by the status updates...

DaveBey

Thank you. I placed a couple orders over the phone recently and had an issue with one stuck 'In Process.' I placed another order Sunday night online and it is just now 'In Process' from 'Customer Service.' I wanted to make sure I'm not impatient.

When I had the issue last week, the nice lady with whom I spoke did say an order shouldn't be 'In Process' for more than a day or two.

Cheers from Claremore, Oklahoma USA!
Dave

scrumper

I have an order 'in process' from oct 2010

Basta

scrumper said:

I have an order 'in process' from oct 2010

I hope it's a #10179 Millenium Falcon :)

Odindusk

Is LEGO fine with multiple orders to get multiple promos?

I couldn't find this answer on my own - apologies.

I have about ~$400 in orders to place in the next week or so and if I can get a handful of Emmet polys instead of one, I figured why not. But if this makes me a consumer villain and puts me at-risk for having my orders cancelled, I'm obviously going to place one large order instead. Surely some of the folks here have experience in this. Thank you!

dougts

this topic is bordering on the type of discussion that was recently banned here by the administrators, so I'm not sure we should engage the conversation any further.

Odindusk

Well, I had no idea. Someone please delete topic then please, if it's as taboo as suggested.

Yellowcastle

^ Your question is not necessarily taboo, @Odindusk, but I have merged it with the Ordering from S@H thread. It really all depends on whether or not S@H has set a limit on the promo. If they have, then I would say yes, you are "potentially" endangering your ability to order from them. And if there is a limit, then we would discourage discusssions on circumventing said limit.

I just pulled up the promo rules and it does indeed appear that its one per household. Here are the promo guidelines:

*Terms and Conditions: THE LEGO® MOVIE™ Piece of Resistance (item 30280) offer is valid on shop.LEGO.com and at LEGO Stores from February 1 through 11:59pm EST, February 28, 2014, or while supplies last only. Qualifying purchase must be equal to or greater than $50 in merchandise only; any applicable taxes, shipping charges, or value of gift cards purchased do not apply to merchandise total. Offers exclude backorder items, and cannot be applied to previous purchases or combined with any other discount, offer or free gift. One free set per household. Set is valued at approximately a $4.99 (US) / $6.99 (CA) retail value and cannot be exchanged or substituted for any other item or cash value. Set is available exclusively through this offer; additional sets cannot be purchased. Offers not valid at LEGOLAND® Parks or LEGOLAND Discovery Centers. The LEGO Group reserves the right to cancel or modify these promotions at any time without advance notice.

**Offer on item includes a free one-day child ticket with the purchase of a full-price one-day adult ticket to LEGOLAND® California, LEGOLAND Florida or LEGOLAND Discovery Centers Atlanta, Chicago, Dallas Ft/Worth, Kansas City, Westchester or Toronto, Canada. See item for terms and conditions.

Odindusk

That clears that right on up then - thanks!

Pate5346

@Yellowcastle
I was ordering some stuff here in Europe and unfortunately you break the rules even if you don't want to as Lego applies it automatically to your order.
I was ordering some #21104 a few days ago as I was following the thread about not being available in US so I thought that would happen here as well. Than a few days after that a few items became available again in their sale at 50% off so I ordered some and it applied it again. And to be honest I never read the small print so I have read it now and it says so.
So I was reading the big debate at the long thread about #41999. I feel partially guilty as I've split my order of the sale stuff on purpose but adhere to their limit on sets for that purpose (that everyone can get them at that price) but unwillingly broke it after as I didn't read the small print. But my question is why when it goes through one account Lego can't enforce their own policy? (and let me know that I've exceeded their limit).
I know it was debated till the end.
Now I feel guilty that I got One Emmet extra on purpose.