bruno m.

This order arrived with all items damaged during packaging and showing strong signs of wear and tear (strong scratches and abrasions, tears, bending and folding of the boxes due to pressure, some items had even been opened). Every single order I have placed with them (all Lego sets) has arrived similarly damaged. To the point that I wonder if they don't buy back some damaged lots or "seconds", hence the low prices (but they sell them to you as new). Either this, or their storing facilities/staff are so bad and their packaging staff are so pressurised that they damage everything they handle by shoving it in boxes, etc. I have taken it up several time with them, and they have never denied it, granting me a refund every time, so they know it is a problem. But the worst of it is that now, after several such complaints, they have decided to close my account and not accept any orders from me (without any previous notification, and they are now even denying me access even to my previous invoices on my account, which is not in accordance with data laws). So the jist of this company is that they ship you damaged goods, and if you complain about it, they ban you. This is on the verge of legality.

Their customer service is set up so that no claim following complaints can ever reach completion, on purpose. I had a problem with an order which arrived damaged so I wrote a message to customer service (no telephone number on the site, and the chat option is permanently "unavailable"), and they answered the same day, saying that they would grant me 15% off my next purchase, but that I was to confirm that I accepted that: of course, at that point I found out that there is no way to answer a message from customer service, so I could not confirm that I accepted, and they knew that full well. I tried again the following day, writing a new message (that was the only option) and explaining the situation: I then got another message from the same person, who proceeded asking me to write to him again, this time to confirm the order number (I had given him that info the previous day), which meant that we were back to square one: he asked me to answer the message, knowing that there was no way that I could. This is obviously done on purpose so that the customer can never get a complaint through. This is actually vicious, as they give you the impression that they have a customer service, and that they care about your complaints, but it is all done so that no complaints ever reaches completion.