LEGO

Tried to order a A-wing Starfighter UCS set off the site, after making the payment to Lego I received a conformation email when I logged into my account I noticed that the account was flagging a error so i logged a support ticket (no replay over 5 days), by the weeks end Lego just randomly gave me back my money (my moneys apparently not good enough for them), logged a seconded tick still no response on either ticket. The funnest part is this is my first and last time using this server.

I am totally done with the Lego company. FAIR WARNING: do not purchase Legos over the phone with any Lego store. Last week I bought a Lego set for my grandson ($399) at an out of state store near my daughter and grandson because the set he wanted was no longer available online. During the sale transaction the salesperson messed up imputing the information so the store register ended up not confirming the sale but my bank confirmed the sale. The store personnel (and I spoke with many employees over the next few days) assured me that the charge would "fall off" my bank account in a day or two. As the week wore on I began angrily demanding my money back. I had also earlier called my bank to try to have the charge removed immediately but was unsuccessful. On Monday morning my bank showed that the $399 charge had gone through as a final transaction and was no longer pending. Please note that no one at the store had ever reached out to me. Monday afternoon, yesterday and this morning I have been dealing with Lego customer service at the corporate headquarters in Connecticut. I am not making much progress with them either. I spoke with my Bank late last night and if I put in a dispute resolution request regarding this matter the process can take up to 120 days to get my money back from Legos. In addition the Citibank person I spoke with told me that Legos and their bank will have to pay a penalty fee to Citibank which is usually higher than the disputed amount and it would blemish their financial record. Legos did not follow US banking rules in dealing with my situation. They were suppose to contact their bank to make sure the charge never would be finalized. I am more than angry. I did purchase the Lego set early last week using another bank account, believing the people that I dealt with at the Lego store that the charge would drop off in a day or two. Funny thing is when I talk to people in Customer Service they end the call saying that Legos wants to keep me as a customer. That's not happening. Please help me by calling the Tigard, Oregon store to complain of their treatment of me: *******109 and Customer Service at *******647. Thank you for your support.

I've been a fan of LEGO toys for nearly two decades now, starting from when I was only a toddler and saw my parents' gifts to one of my cousins, a LEGO pirate set, and immediately wanted one. Over the years, I've been able to watch their progress and the way their product line has grown and expanded, as well as that of their their online business. I used to think of LEGO toys as things I'd go to Target or Toys-R-Us to buy, but their site is far and away the best place to find what you need. Where a store might be lacking in selection, the LEGO website has it all, and its product organization is a model of excellence. Even better, its customer service is extremely courteous and prompt, and I've been able to experience its benefits both as a child (when my dad would email them for the occasional missing piece in sets) and as an adult (when I recently sent them questions regarding Star Wars designs). I would recommend the site to anyone looking for a constructive (no pun intended), creativity-stimulating toy for their children that would rather them not sitting in front of a screen for six hours a day. Absolutely wonderful site (and company).

I placed an order on the 22/09/2023 for 4 items out of which only 2 arrived. These arrived in 2 separate delivery boxes without space to fit anything else. The corner of item Home Alone V29 was damaged along with the delivery box and I would have liked this replaced. However my main concern was the goods which I have paid for but have not been provided. When I questioned the 2 missing items I was confirmed that a refund had been issued and would reflect in my account in 3-5 business days. This was confirmed on the 26/09/2023. I then received an email requesting photos which I sent through swiftly on the 27/09/2023 and received no further reply to. When I chased this issue today (28/09/2023) I was told the refund needed to be approved and that a replacement has been sent along with a return raised for the damaged item to send back. I have still not received any way of returning the damaged item and then received an automated email saying the replacement has been cancelled and no communication about my refund for the unfulfilled goods. So I chased your team again who now advised no refund or replacement will be provided because I have another account?

It's worth mentioning that this was a business order for my charity organisation called The Sausage Squad stories which could be confirmed via the email address attached to the order. This is a charity I set up to write and provide children's books to children in hospitals across the UK during COVID as well as fundraise for a charity called Starlight UK. These Lego toys were bought to be given away at a fundraiser for the same cause. It is deeply sad that you not only failed to provide any sort of service or solution to this problem and feels as though are accusing me of lying but have also not communicated any of this to me.

As I said to their customer service, it seems like Lego purposely take your money and fail to provide the goods or a refund because they know consumers cannot afford to seek expensive legal advice so they can get away with this. However I won't be letting this money go especially as they are stealing from a charity and children in hospitals, which is truly disgusting given the nature of their business.

I of course no longer want a replacement of the damaged item and just want to be done with Lego as a company and want my money back for the entire order. However now I don't seem to be able to exercise my legal right to even return the items I did receive. The fact you have caused such stress, stolen money from a charitable cause and wasted so much of my time should be punishable. But I don't hold hope that they will ever be held accountable.

I truly hope they do not put anyone else in such a situation in the future.