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.
Review by Doctie5 months ago
I returned a LEGO order and ended up paying $45 to ship it back as they will not provide return shipping label. I am extremely dissatisfied - for a company that large to expect the customer to pay for the shipping. They advertise free shipping to you but do not mention if you have a return it will be at your cost. I will NEVER order online again. My son had an extensive LEGO collection and have lost a customer.
Review by PauliusB6 months ago
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.
Review by MissPi2 years ago
I couldn't place an order, after payment there was redirection to blank page and nothing happened. I have tried many times on different browsers, finally succeded without 3D secure verification(still don't know why, it just billed my credit card without bank verification). Then I've realized I entered the wrong post code by accident (the whole process made me so upset). I tried to chat with customer service just after placing an order but they told me it was too late and the package was shipped! I tried to place another order again with correct address without any success - redirections to blank page only. Still don't know what will happen with my first order.
Review by Doons2 years ago
I placed an order at the online Lego Store. The next day I received an email to say they can't deliver the items as outlined in the order and that I need to call and supply a new address. I called and they said that the order had been cancelled. I told them to leave it as cancelled. However, now my credit card is still billed for the amount. I'm calling everywhere trying to get my money back. I've even sent emails to their costumer service team with no response. I will never shop at their online store again.
Review by Tianlai Hebbelinck3 years ago
Ordered online in early December.. now approaching mid January and still no delivery.. I did receive an apology just before Christmas.. not good enough.
Review by Yolandie Derrow3 years ago
I made an order and the website kept logging me out of my account and crashing as I tried to place an order. Because of this, Google autofilled the wrong address. Now the birthday gift I ordered for myself is being sent to the wrong address and I will probably never see it. Customer service was useless. I could not update, change, or cancel the order once it was made. I've spent A LOT of money on Legos, so this is really disappointing. I will never order from the website again.
Review by MaryM Beham3 years ago
Lego should be able to price match their own items. Made a purchase and 7 days later the price drops by 30 dollars. Nick at customer service would not issue store credit or refund the difference. He insisted I repurchase and send back the old purchase. For Lego to not guarantee their price for a few days is not a friendly policy. Think Amazon and target are better bet's in the future.
Review by Shudd Cantini3 years ago
I wish I would have read the reviews before I purchase on Lego.com. After making my online purchase I noticed that Amazon offered superior pricing--$48.00 difference on two sets--a substantial savings. Lego.com would NOT cancel the order the same day altho it had not shipped. I can return the order once I get it and be credited....Maybe? A return authorization was prepared to include in the shipment so why not provide customer service and either price match or cancel the order? Ridiculous and I will never shop here again!!!!
Review by FourNines4 years ago
19 days after I order the item I still don't have the items.
I email and called the support and gets round around. First the status is "label printed" but nothing shipped for over 15 days. Then they create another order and expedited it. I am suppose to receive the items in 2-3 business day, it's been 3 days and still sitting in "warehouse" status.
Getting nowhere with their service department. I guess the shipping department decides to ignore the "expedite shipping"
This is the worst online shopping I have ever experienced.
Advice, skip Lego online. Buy from Amazon.
Review by Erhardt Heslehurst4 years ago
Please be careful when you place an order with "Free Shipping" at the Lego eshop because for them free shipping means the slowest/ cheapest handling and shipping service option/ alternative. I placed an order on a Tuesday afternoon and two days after that, on Thursday morning the order status was "on warehouse". I will keep buying Lego's, but not from Lego.com anymore...
Review by Shorifa5 years ago
This online LEGO store is run by unethical people that ruined my Christmas order. I placed my order on Sunday evening but they pretend that it was made on Monday with lame excuses that their server is set up on European timezone. So they already stole one business day. On the website they promise they would process a new order within 1 business day (everything was on stock) - mine was sent 4 business days later, on Thursday, a few minutes before midnight so it was almost Friday! Of course they pretended it was processed Wednesday morning but only what they did was to print shipping label. According to Fedex, nothing beyond that was done on Wednesday and they actually got the package almost Friday so it was sitting at their warehouse doing nothing. On the website they promise 3-8 business days delivery but mine ended up outside of that timeframe, and even worse, despite already being late they mailed through so-called Fedex SmartPost (which is a scam service on its own) that has nothing to do with Fedex other than sharing the name. SmartPost basically starts with Fedex ground service that is twice to three times slower that normal ground service, and then Fedex delivers it to USPS post office, and then USPS needs additional days to deliver, minimum one but sometimes several days. Fedex tracking already shows estimated delivery after 8 business days, and they will simply drop to USPS mailbox so this is not the end of travel yet as you need to add additional days for USPS for final delivery - can be one day, can be a few, depending how motivated and busy they are. So basically it takes two weeks to deliver to Miami area; it's on the way so who knows, maybe even more as it wasn't delivered yet. Most likely I'm not going to be in town when it finally gets delivered so there is nobody who can pick it up, and I was just visiting Florida so perhaps I lost my package and money. I may end up calling my credit card company and filing a chargeback against this business but I will of course wait to make sure if in fact I'm unable to get it before doing it. To make it short: if you need your package for Christmas or upcoming birthday, FORGET about this store as they will for sure screw you as much as they can. Had they sent through Fedex ground service, the cheapest traditional Fedex service I would get it no problem as according to Fedex website shipping takes two business days since it was sent to Miami, FL area; however, huge delays from Lego store combined with extremely slow service through SmartPost resulted in about 2 week, if not more, delivery. Just do yourself a favor and stay away from them or you will regret.
Review by Allview Akpalo5 years ago
Do not buy from Lego.com. Placed my order 2 weeks ago. When I checked my order status the order had been cancelled. Now products are out of stock. Thanks for butchering my holiday shopping Lego.com.
Review by Erke5 years ago
First and last experience with LEGO.com shop resulted in a cancelled order by LEGO after having been on backorder for 20 days. Their final email said that due to overwhelming demand they had to cancel my order and are no longer offering the product. Customer service response was essentially an automated/form letter reply. I promptly deleted my LEGO ID and will search for other toy options for my children in the future. Overall rating is zero stars (but I think I have to chose one to get the review to register).
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