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The strangest thing of all, at no point did he say I hadn't met the promo terms because none of the items were Star Wars. This was the most obvious place I had not complied with the terms of the promotion, but even so, they should still not inform a customer that they are getting items, if they later remove them by hand without informing the customer.
Are they worth anything?
Oh, wait... maybe that is too much, today we're having a 99% off sale, just for YOU! :)
Ok, ok... just today only, just for YOU!!!!
We have deal for you, 99.99% off!!!
Hurry, supplies are limited!
But wait, there's more! (jumping up and down in a blue shirt)
If you call right now, we'll DOUBLE YOUR ORDER! That's right, 2 posters for the price of one, just pay separate shipping and processing.
I would actually prefer someone who wanted 15 of them, rather than just one, so I could be rid of them all at once. But I don't know that they are actually worth real money.
My argument would have been that you *did* spend the £50.
You may have used VIP points and that may have dragged the price below £50, but how did you get those points? You got them by spending money on [email protected] If I'm not mistaken, is it not 100 points for £5? I've not actually used the VIP system yet so I could be wrong, but you've already spent 100 notes to get those points. And it's not as if you've got those points by spending money anywhere else - they've gone to TLG. Having 'discretion' when you use a reward system that has been put in place by the same company exercising their discretion seems like bad business practice to me. It's understandable when it's a voucher, and companies don't want consumers stacking vouchers, but you have already gave your money to TLG to be part of that reward system, and to punish you for taking advantage of that reward system seems unfair to me. What I've said doesn't seem like it makes much sense, but this is how I see it.
I argued that VIP points are not a discount as such, they are part of the payment. If they implement that VIP points cannot be used towards promotions, then I'm fine with it, but they should remove the promotional items from your basket before you checkout if you pay using VIP points and the total cash payment drops below the threshold. It is wrong to tell a customer that their order qualifies, then later decide that it doesn't without informing the customer. To keep something on a delivery note, but just decide to remove it at their discretion because they have decided I did not follow the terms of the promotion is disgraceful in my opinion.
My initial impression was that they had made a packing error, they were busy. My second impression was that they had definitely made a packing error when it was clear how many orders they were taking. My third impression was quite poor, that they would either do something like that in the first place or try to explain away a mistake and not fix the error straight away. 45 minutes of phone call (they phoned me) and their staff time must cost more to them than the TC-14. And I still have a slightly negative view of the customer service.
Are they shipping you a TC-14?
Are they bumping up your VIP points?
If it was a genuine packing error, that is fine, and they should have just said that.
If they are looking at orders and deciding in a fairly ad hoc manner whether or not they should get the promotional items, then this is not on. If I am told in the order that I am getting something, and it appears in my online order, in the invoice and in the delivery note, then I believe I should get it. Removing a free item is not on. Especially in this case, as most of the order was PAB, so I could not return it.
As far as I am aware, no-one else that used VIP points (and it was only a fiver's worth) to go just over £50 had their promo items removed, and have never had it happen in the past. It just seems so random. But speaking to the customer service guy, it sounded like it was not a mistake as I thought but removed intentionally.
As I said above, if they do not allow VIP points to be used towards the total spend, and treat these as a discount, that is fine by me - but only if we are told that and the promo item is then removed from the basket before we complete checkout. That would have given me the option to pay the extra £5 in cash (well CC) or go ahead without the promotional items.
Sounds to me like a mistake and (poor) cover up attempt. Which is really unusual for TLG CS, as they normally go out of their way to keep me happy.
I was always of the impression that VIP points are effectively the same as money on orders. Obviously you dont earn more VIP points for the value of the VIP points redeemed but am sure I have used points before and benefitted from Promos.
Glad you are getting what you should though.
Just doesn't ring true at all.
I honestly think you should put it down as a packing error and a CS staff member having a bad day and doing a shoddy job of covering up the failure and certainly not doing a great job of looking after the customer.
I have to say I have never had any issues such as this from CS, so hopefully it is a rare occasion and hopefully you can just chalk it down as a bad experience and move on (with your TC-14!) :)
It hasn't put me off ... I still ordered during the Hulk promo. And I used VIP points again, order just over £50, but under after VIP points, and I got the Hulk fine!
I think this might be a time to write/email TLG to highlight your issue to someone else/more senior and point out that this seems to be entirely random - even though your problem has been resolved. It definitely shouldn't have taken an hour to sort out!
Out of interest, why can't you return PaB orders? I wouldn't have thought that TLG could exempt them from the distance selling laws?
Not that I would ever want to return what I got. There was a bargain on black hoods at 16p each. I will never run out again.
I will just end up giving them away to all my kids friends this summer, however if anyone here wants one, a few dollars would be enough.
In the US and Canada, $6, rest of the world, $9. The higher shipping price is because I'll put cardboard in the envelope to make it rigid so it doesn't get bent up and folded, but then it has to ship package price rather than letter price.
Want a second one? Add $3.
I'm not trying to get rich here, just an offer if anyone wants one or two and missed out for whatever reason. These are all perfect condition, smoke free, pet free home, English version.
Send me a PM if you want one.
I also have a pair of TC-14s left, thought I sold them all, found two more. $30 each, shipped in the US, $35 everywhere else. I'll include a poster with each if you like.
Send me a PM with what you want, I'll fix you up...
I didn't recive any posters or tie fighters, but received an extra TC-14 in each order.
(Brisbane - Australia)
Don't you just love TLG :)
They obviously do have stock of the posters.
This weekened...R2 time...
I <3 LEGO. :)
Also the Terms and Condition does not mention that VIP points cannot go towards promotional offers, although under the EXPIRATION AND CANCELLATION...
7. The LEGO Group reserves the right to cancel or substantially modify this program anytime, and on such occasion will notify VIP Members in advance via email. Any points earned before the implementation of such cancellation or changes, shall not be affected.
This means if they are to change the VIP points programme to not allow VIP points to count towards a promotional offer, they would have to notify you in advance by email and in future put this in the terms and conditions.
The final point would be if they have taken the payment and you have confirmed that the money has been taken from your credit card / debit card etc... this would mean they have accepted the order as stated in the invoice, and if the invoice includes the promotional item, they will need to honour it. That is why most online stores accept your orders but do not take payment from your credit/debit cards until they are sure they can fulfil your order...