Subject:
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Re: LEGO - Small shop horror story
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Newsgroups:
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lugnet.lego.direct
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Date:
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Wed, 12 Jun 2002 17:45:51 GMT
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Viewed:
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849 times
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quite shocking considering how liberal and helpful their S@H Customer
Service is. why the same practice and consideration isn't true for their
retail shops is beyond me.
of course this could be an isolated case. have you tried calling back and
getting a different service rep? i've found that not everyone is as helpful
or is as knowledgable in customer service practices. i would try calling
back and rolling the dice again.
ace
In lugnet.lego.direct, Laura Gjovaag writes:
> Hi all.
>
> As some of you know, I recently went to work for a small educational toy
> shop in North Seattle. I actually found the job thanks to LEGO! The owner
> was considering starting to carry LEGO, and was at a SeaLUG meeting.
>
> Well, it took quite some time, but we eventually got our order in. Ordering
> was, in itself, a fairly painless process. Mostly because the owner wanted
> to start out with a bang, so we ordered A LOT (for a small store).
>
> The order arrived... mostly complete. However, there was one box that was
> labelled 4702 but inside were 4792. We didn't order any Alpha Team, nor do
> we believe it will sell well in our shop.
>
> The receiving clerk called LEGO. The normal process when a company sends
> you the wrong thing is that they send you the correct item and you either
> send them the mistake back (if you can't sell it/don't want it) or they add
> the cost of the new item to your invoice and you keep it while also getting
> the correct item.
>
> We deal with literally hundreds of vendors. They ALL have this as a policy.
>
> But not LEGO. No, apparently it's OUR fault for receiving the wrong box.
> So if we want the correct item we will have to reorder it and pay for the
> shipping ourselves. As for the unwanted item, well, they will credit us for
> the difference in price - but WE have to write them a LETTER to explain the
> problem and why we deserve credit. They refused to even discuss us
> returning it.
>
> Not so oddly enough, the owner of the shop is royally peeved at LEGO. The
> shipping clerk, who used to like LEGO, has sworn she will never buy or even
> touch another piece of LEGO. Chances are very good we will never order from
> them again.
>
> So now I'm in a bit of a quandry. I want the shop to carry LEGO. But if
> they aren't even going to do the absolute basics for a vendor, there is no
> way it'll happen.
>
> Any ideas, folks? Anyone know who I should call to discuss this? Because
> LEGO has just made a MAJOR gaffe, as far as I'm concerned.
>
> -Laura Gjovaag
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Message has 1 Reply:
 | | Re: LEGO - Small shop horror story
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| (...) We tried. Several times. We've talked with a number of different people. It is apparently their policy that small shops NEVER get backorders filled, even if the reason for the backorder is a mistake on their part. I have no problem with "no (...) (22 years ago, 14-Jun-02, to lugnet.lego.direct)
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Message is in Reply To:
| | LEGO - Small shop horror story
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| Hi all. As some of you know, I recently went to work for a small educational toy shop in North Seattle. I actually found the job thanks to LEGO! The owner was considering starting to carry LEGO, and was at a SeaLUG meeting. Well, it took quite some (...) (22 years ago, 7-Jun-02, to lugnet.lego.direct) !
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