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Only 1 VW Camper poly per household via [email protected]
recently placed a couple of orders with [email protected]
in order to get my camper vans, one to make and one to keep- first order arrived with camper van which was opened and built (love it). My second order arrived a couple of days later minus the camper poly- i have just rung lego to see why and they have told me it was removed from the order as it is a licensed product and they are only allowed to send one per household. so i said what if i go to the store and buy from the shelf i could get a few that way to which the young lady replied I know.
She did point out it was in the terms and conditions but frankly i feel a little cheated- has anyone else had the same problem?
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The Galaxy Squad polys got cancelled in each order, so I rang up and was told that it was strictly one poly per household, which I got with my delorean order.
I understand how you feel, but its hard to complain that they are actually following the rules...
Feels like another measure to combat resellers, but that is a subject for another thread.
The staff didn't seem to have any problem with it and too right. We both buy our own stuff, we both expect a camper to build each rather than have to fight over one.
Removing this from us would simply mean we'd have less reason to buy in the brand store and instead go to other retailers who can provide it all cheaper so it'd just be yet another way in which Lego could shoot themselves in the foot.
In-store they are generally happy to allow you to split purchases for the polys as long as they think they have enough stock to cover the duration of the promo.
[email protected] needs an overhaul in how they deal with restrictions. They need to get something in place to remove promo items before checkout if they won't be fulfilling it. They also need to remove items for those which have a maximum purchase quantity. I'm sure it'll be more efficient than having staff scan through orders to check if people have circumvented restrictions.
There are a number of consumer protection laws, both in the US and in Europe, that make this illegal. Regardless of what fine print on their web site might say, they have to honor what you purchased at the time you clicked "buy", or pay for the return of everything at their expense.
The only reason I say 'think' is because its a freebie with restrictions. In the UK both the sale of goods act and the DSR would mean that the customer should be able to have a refund (and with shipping at LEGOs expense thanks to the DSR) for items not as described. But I'm just not sure if it actually did go to court (and it never would) the small print wouldn't kick in (so long as the consumer has been made aware of it before entering the contract/sale). At that point TLG might be able to argue that the goods were as described, meaning that the Sale of Goods act doesn't apply and with just a change of mind as a reason the DSR would enable a return at the customers expense.
Its also worth mentioning that in the UK at least, what's in your cart at checkout, or in any automated order confirmation email is irrelevant. What matters is what is in the shipping note - either emailed or included in the box. Now, obviously if there was a difference between the order and the shipping you might/would have an issue, but what the store is contracted to provide is what is in the shipping note.
Would this go to court? Probably not, just pointing out that it is pretty low to include it in the cart and e-mail and not actually ship it.
1. I didn't buy Tower of Orthanc.
2. I got three gifts when only one is allowed per transaction.
Lego stores are much better, if you have one near you :)
'One per household rule' is just a joke! Lego could easily produce more promotional items to meet all the orders they received.
In fact, we ended up with about 4 Jor El's because of this, because the month after Jor El was up they had so many left over they were still handing them out for a week or so.
Oddly though I never got a mini-sopwith camel. Not a single one. Despite being there at the start of the month and a week or so after. They just never gave me one. I don't know if this was staff oversight or what, but I didn't really think to ask until after the event by which time I couldn't be bothered.
I haven't looked at a Lego order confirmation in this case to see what they say so it might not apply but there was a case a few years ago where M&S ultimately ended up shipping mis-priced £1,099 TVs for £199 or something like that, they argue it was just goodwill but I don't think any company throws away £900 per customer for goodwill so I suspect the argument that a sale had been agreed which they couldn't just unilaterally cancel had some legal standing.
Its why Tesco could take money, email an order conf and not send you the goods entirely legally in those crazy sale days.
P.S. i´m in Germany
Also, take note about the complaint here.
Because the GS poly and VW one is apples and oranges.
The VW VAN is being limited as it is a licensed product, the Galaxy Squad is licensed by LEGO, but not a licensed product like VW is.
If people were getting multiple copies then maybe LEGO finally stopped that from occurring.
I got one from the store this weekend, and one from an online order.
Wait until LEGO starts watching VIPs and starts to stop people from doing that to get two.
I think we have all been spoiled with getting multiple polybags for the past couple of years.
I have a received order with the current gift (mini VW T1 Camper Van) and another shipped today, two orders from August with two "LEGO® Galaxy Squad Mini Mech" (I wouldn't care much for those though) and even a handful of TC14 from the time when they gave another one per order replacing the out-of-stock poster, so got 2-2 per orders by then.
So, I never had problems with getting "more than one per household", but recently I got feedbacks from friends that their second order's gift were "cancelled" - and shipped without the gift, with no warning or notice whatsoever.
Let's see the facts:
The "campaign" screenshot with the T1 camper doesn't mention limits.
The "Learn more" button presents the following details: "Once your order reaches $75, your free exclusive Mini Volkswagen T1 Camper Van will be automatically added to your shopping bag. Available only through shop.LEGO.com and LEGO Stores."
- still not mentioning any limits.
If one scrolls down, and reads the "fine print", can find the "One free set per household." text in a ~five lines of text, but I would bet a fortune that if LEGO put some bogus stuff there (like: "by an accepted order, customer becomes a slave of LEGO and obliged to transfers all money and property ownership to LEGO"), they would still get enermous number of orders, so I somewhat see this as a problem.
A customer can submit endless number of orders and the "free gift" (if the conditions met) will always be put in the cart automatically - so the limit is not enforced by the time of the order. This is a bigger problem.
Then customer service comes in and modifies customer's order (removes free gift) and without a question whether the customer wants the order like that, ships it? I see this another big problem.
I'm not sure whether this can be a base to "return the order" (I know it can be returned without a reason anyway) but I think a company with the slogan of "Only the best is good enough" should either just honor orders with the gifts - for many, that is the kick-in reason to buy anything on [email protected] anyways - or get the order system fixed and make it clear that "household limit" is one, by making impossible to get more than one gifts for subsequent orders. Also should enforce product limits, so if one ordered something with a limit of 2 (like Minecraft), then he/she wouldn't be able to order more later on (I'd implement a "grace period" though, like could repeat an order after xx days/months passed by or when production can "man up".)
BTW, off the record, I have two sons, so limiting the Mini Volkswagen T1 Camper Van "one per household" could break the third world war and noone would want that I guess... (not to mention my MISP poly collection.)
90-95% of people who get one of these go "Oh, I get this free, wow, that's nice", almost none of those will want 2, moan about not getting another, etc..
(I see this first hand in store ALL the time!)
I agree the online system should not allow it and I wouldn't be surprised if it is amended to stop multiple orders, I just think up until now they have not enforced it, but now they are seeing more and more that the exclusive gifts are going straight onto ebay (do a search its flooded with them) and so are cracking down. They don't want freebies being just a way for people to offset the price of their purchase.
I don't fault TLG for enforcing their rules, I fault them for not maintaining their customers expectations. They need to have a consistant message and right now it varies from store to store and customer to customer. I'm happy as a customer to follow their rules, and the change to actually enforcing them will be painful to those of us that were accustomed to them being so lax.
Even [email protected] isn't consistant, I placed 2 orders, one of the 1st and one on the 3rd. Both arrived with campers. I'm happy to get two, but without knowing what's going to arrive TLG has done a poor job of maintaining expectations. And that is a key objective of customer service.
I doubt casual LEGO buyer average Joe knows about [email protected] at all...
My problem is not the "limit" - but the way how it "works"...
We can't eat our cake and have it.
But as @Tevans333 has stated it really is more about expectation setting and consistency.
Also, Lego loves throwing things in the fine print nowadays. They'll easily hold back a few hundred "free" polys knowing that only a small portion will actually call up and complain. Same with the 10% coupon issue. They know people came into the store, so they'll compromise on another set and likely buy something anyway. I'd say very few actually storm out and buy nothing with it.
Have we determined yet if the Christmas sets (tree vendor) are limited one per household yet?
Whether you're making many orders for yourself, your family, your friends, or your BL store, the money is being spent almost solely because of a giveaway that probably costs TLG pennies per unit. There are plenty of people that only want the promo but don't care to meet the minimum buy requirement. If I need 30 Stagecoaches for an epic MOC the ability to obtain numerous promos to sell to other collectors and offset the expense becomes the only reason not to go through Amazon, et al.
Again, it will take some time to sift through the hype and hysteria to see what's what, but if this is the reason for their recent "upgrades" and the ensuing technical difficulties, to give their in-house Big Brother a stronger arm, I don't like it one bit. It's a giveaway for g*d's sake.