Is shop.lego.com Legit?

“They won't take my business”

On qty limit 1 items I can't purchase them if my family members in another state already did! Apparently they track so much of your personal information to try and stop people from over purchasing their products that it is a super common thing to just get permanently banned from Lego.com simply by being a strong supporter of them. There is also ZERO way to undo this apparently. Horrible company! Tip for consumers:Why would a company not want to let customers buy from their direct site? Service Value Shipping Returns Quality

“Canceled order from a week ago.”

I bought something from lego.com online website a week ago and they canceled it and made me pay for something from october that I have a payment error on that I did not know about. They only gave me 15 dollars in points to compensate me for my time and inconvenience. Now I have wait 2 weeks for the finance department to fix it. I will not be able to order for 2 weeks and redo everything. I was looking forward to doing my second story and now I cannot because of them. Tip for consumers:LEGO customer service said 15 dollars in points is stretching it for me. They should have given me more. I was Greatly inconvenience. I’m really looking forward to make my floor. And I could not because they canceled my order . They should have told me I had payment error from October so I did not waste my time. Products used:Pick a brick Service Value Shipping Returns Quality

“LEGO architecture set problem”

LEGO ARCHITECTURE SET ******* Trying to put this together. Per the information received from LEGO "The set ******* doesn't contain numbered bags. That's part of the challenge of construction." So, I have gone through the 6 bags and found a bag that had the first two pieces required. I opened that bag and started the assembly as shown on page 33 the first page of pictures. The instructions are just pictures of the piece required and the number of pieces to use now. I got pieces #1 and #2 put together now piece #3 I found it, now piece#4. It is a square with 4 of the raised circles, from the color in the instructions it is white or light gray. I have sorted out all the pieces in this bag and there is no such piece like this of any color. If I go to the last page there is an inventory of all the pieces but not by bag. If I look through the list there are 12x white, 3x brown, 3x black. On a fast check this is too many. So, do I have to rob from another bag? If I look at the next page, I see two pieces that are not in this bag. This is not a jigsaw puzzle! Do not buy these sets! Products used:lrgo Service Value Quality

“Deeply alarmed by this company's online service and stealing from a charitable cause”

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. Service Value Shipping Returns Quality

“Kids?”

Kids? I haven`t got any, and still this is one of the best for entertainment. No matter how old you are - LEGO is LEGO, always ;) Concerning the website itself - never purchased here, always was going to the local store.

“Problem report on Lego 10696 Classic (Train)”

Dear All, I hope you are fine and healty. We live in Turkey and we use your products with love and appreciation. We bought the Lego ******* Classic set from one of the internet shopping sites. However, after completing the installation of the Blue Train item, we realized that the three wheels are not working in sync and are rubbing against each other. Under normal conditions, all three wheels should rotate counterclockwise, while the middle wheel rotates clockwise. This causes the train to stop moving. We ask you to resolve this issue.This situation caused a great disappointment for us (my 5 year old son and I). Unfortunately, it has shaken our confidence in Lego. My son is currently asking if he can play with this train and I cannot give a correct answer. I cannot say that this product was designed incorrectly because its wheels do not turn in the same direction. An urgent solution is needed. If there is a situation, technique or installation that we missed or did not understand, we ask you to inform us. Unfortunately, this product of yours has also caused us unhappiness. We ask for your support to rectify this situation. I am forwarding the relevant photo and video to you in an e-mail. Kind regards. Service Value Shipping Returns Quality

“Poor customer service for returns”

Lego would not accept in store return for unopened set but I received a label to return it. They have tithe unopened set but now claim it will take a month or so to refund the money. Wafts with this? I. Years past, last 5 they blame one thing or another but basically they cannot on a year around, year in and year out function like a normal company. Tip for consumers:If you buy a product from them or return it expects a very slow process , so slow that the credit card refund window will likely be closed Products used:Lego is a slow company when comes to shipping products or processing refund but does an excellent job of collecting money from credit cards Service Value Shipping Returns Quality

“Lego lottery”

I would like for Lego to do a lottery online to register for a drawing. You have millions of people that are loyal to buying them. They have increased in price and this could be a rewards program. Good marketing for your company. Rewards could be a Lego sets or a gift certificate for one set. We have spent thousands on sets for our grandson. We love Lego.

“I love legos”

I love building legos and have for a long time but I simply cannot afford them anymore due the increased cost of them. I don't understand why you have to charge so much. I would love to get the Millennium Falcon set but simply cannot afford it for $169.00. I'm like why does it have to cost so much. It's sad. I have gone to these other brands now that are a fraction of the cost and they are bigger, more parts and quite frankly more affordable. Thanks Lego for ruining a great pleasure I had with your company. I wish I could have stayed with you because I was a loyal Lego fan. Just simply can't afford you anymore. Tip for consumers:You simply just charge way too much. Products used:Can no longer afford them due to the skyrocketing prices. I have had to go to the off brands after years of loyalty to Lego. Sad. Service Value Shipping Returns Quality

“Not helpful on lost items”

I ordered the Disney castle V39 was so excited that I got the order in on time. When I didn't receive it 2 months later I stared to ask questions. They replied that my item got lost or stollen and that they were sorry. They refuse to replace it! Gave me 25.00 credit to use and my money back. I told them I didn't want my money back I just wanted my product. They refuse to reply to me after that and I've tried many times. I'm very upset with their customer service and the company. Tip for consumers:If it’s gets lost your out of luck Products used:Lego Service Shipping

“I live in Canada and they don't ship to me”

I was trying to get pick a brick and I signed in and it deleted my bag and it said it could not ship pick a brick to Canada but they can ship sets to Canada why

“Worst transaction ever”

Worst transaction ever. Called to cancel my order a few days after purchase and was told no because it was in the warehouse and to wait for the package. Jul 2 was purchase date. Didn't ship out for several days. Then I got a FedEx shipping date of July 13. Since I live in an apartment, I had to wait at home for the package. Package never came. Had to deal with FedEx then called Lego. Spoke to Nathan who told me he was going to try to get me a refund by talking to billing. He also said he'd be calling FedEx to have the package returned to Lego and to email him if the package didn't show up on the 14th. None of this happened and got an email from Nathan saying to let them know if it hadn't shown up by the 16th. I was so let down and stressed by this point. So I waited on the 14th for the package. Once again it didn't show up. Had stress induced blackouts at this point. I was out a lot of money and couldn't get Nathan at Lego to email me back. FedEx called apologizing saying it would be delivered today the 15th. So much for Lego calling and having it shipped back to them on the 13th when I called. Got up early on the 15th and looked at the tracking. Now it's finally going back to Lego. So I called Lego again. Spent 25 minutes on the phone. My money will be returned in 3-5 business days and I got 10.00 in VIP points for the stress of it all. 10.00. That doesn't seem like a fair price for my time and stress. Let me tell you what Lego means to me. My house is filled with Lego sets. I have almost every Harry Potter set put out as well as other sets. I post regularly ( almost daily) on Legos and how wonderful they are. I post my builds on FB. I tell my friends to buy Legos. Everyone in my family is a Legoaholic including my 73 year old mother. To say how let down I am by Lego is an understatement. They have virtually no return window. They use FedEx which I have a problem with every order shipped to me. And now 3-5 business days to get my money back which I need because I ran into an emergency. I will NEVER use Lego.com again. The Legos are now being turned around and shipped back to Lego. I couldn't do this myself in the beginning with FedEx because Lego places restrictions. You have no control over your shipment from Lego. I am devastated over this whole transaction. I will continue to buy Legos, but will do so from other places or go to the store which is 45 minutes from me. Before you order from Lego online, I suggest you take these things I brought up in mind. Worst transaction ever. Service Value Shipping Returns Quality

“Lego is good”

I have liked legos since the age of 4. It has been a milestone in my childhood and a great thing in my life. People my say that lego is a bad company, to that, I can't really say anything. Nowadays, i build my own creations, so I don't really know how sets work now, but overall, lego is a wonderful product. Service Value Shipping Returns Quality

“LEGO has the WORST customer service”

Lego is surely one of the worst customer service provider I've ever met. They did not respect their customers, has discriminations, do things arbitrarily and did not provide a solution when things go wrong. They will be doomed if they do not change and improve. Service Returns

“Great site”

Lego is a great site where you can order every non retired lego set with fast delivery, cool exclusives and a loyalty programme where you can get free lego merchandise Tip for consumers:Wait to buy in bulk to get free gifts like limited Time sets and clothing Products used:Lego sets Shipping

“Ordering a A-wing Starfighter UCS”

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. Tip for consumers:Do not use there web site and forget about technical/sales team support (im still wait on replay on both of my logged ticks 5+ days) Products used:USC A-Wing Starfighter Service Value Shipping Returns Quality

“Very poor tracking of order”

This is the first time I ordered from Lego and will be the last. Very poor tracking of my order. It doesn't even deserve 1

“Quick shipping”

The shipping is really quick my kids were extremely happy when i they got here they knew what it was right away i was worried that i wasn't going to receive them before my little sons birthday but incredible.

“Dom, sales person at Southampton store”

OMG this person went out of their way to help, my daughter wanted all 10 new mario figures, and DOM was amazing and found all 10 different figures, he was so patient and helpful, thanks DOM at the Southampton Lego store In the shopping am mall your 5 stars. He also made my sons day helping him choose the best starwars set, still to build,

“Bad return policy”

There are too many stores with easy returns and provide a shipping label at either a low cost or free. Lego.com does neither and stores only offer store credit. Lego is NOT a small company and children change their minds especially with all their marketing. I will no longer purchase direct as it cost over $27 to return a new unopened set because my child saw a new set he wanted more. Lego- your sets are already overpriced and the lack of service to your customer Is frustrating. I will not be shopping here in the future.

“Lego powerup app doesn't work with Apple Iphone SE”

Ever since building my Lego Grand Piano, I have been going around in circles concerning the power up app. When I activate it, it does not load the sheet music. It works with my Iphone 5, which I took out of storage and my grandsons Iphone11. Both had no issue with the full load. I spent 45 minutes going around in circles with an online chat. I finally gave up and called in. All the person could do is report the issue with no solution. I am disappointed especially since this is one of Lego's premier products with a $350 price tag.

“This is Why Amazon All the Way”

Stores like this shouldn't complain about losing business to places like Amazon because they deserve to. Why do I even bother anymore. Order never received after 2 weeks, but tracking showed that it was out for delivery for several days, stuck in a loop. Called customer service, and they said they'd try to locate the item and I'd get a refund whenever they located the lost item and it was returned to them by the truck. This could take a month. So, I have to wait a month to get refunded while they try and find an item that is obviously lost. The two weeks before that I was actually waiting for the item puts me at over a month that Lego will be holding my money hostage. Lego's aren't cheap. Ordered same exact things from Amazon, at slightly cheaper prices, and they arrived in 2 days. Still waiting on my refund from Lego. Didn't need it for Xmas- needed it before Xmas, and ordered in plenty of time for it to arrive, according to the website. Things happen, shipments get lost, but why punish the customer for it, by making them wait a month for a refund, when they now have to find someplace else to purchase the item. Service Value Shipping Returns

“My kids love legos more than any other toys”

My kids love legos more than any other toys. Granted, I have two boys, but still they really love building their castles and spaceships. They now have lego Angry Birds and Star Wars and just about anything else you can imagine. The only complaint about Lego that I have is that they are now very expensive! Although I suppose they are supposed to be good for my kids' minds so perhaps it is okay...

“The worst customer service ever”

I put an order for my sons birthday 15 days prior and got confirmation email on my order and did not hear back from. I tried to live chat, there was no one available, I send an email and did not hear back from them and finally tried to call twice, I was on hold for 45 min for the first call and 30 min for the second call without getting any response. The worst customer service in US ever.

“Terrible customer service and they won't return my $399!”

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. Products used:I bought a Legos set for my grandson.