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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Fri, 14 Jun 2002 15:58:02 GMT
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Highlighted:
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(details)
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In lugnet.lego.direct, Ace Kim writes:
> 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.
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 backorders". What I have a problem with is "no
backorders even if WE screwed up". If you make a mistake, you should fix it.
Period.
I also have a problem with them making it an incredible hassle to try to return
something that was sent by mistake. They act like it's our fault for getting
the wrong thing. They are extremely polite, but absolutely horrid to deal
with.
The really sad part is that LEGO is doing well in our shop! It's actually
selling at a decent pace, and people are glad we have it. But we've been
telling them we probably won't order again because of this hassle they've put
us through. Everyone who hears the tale is upset with LEGO about it.
And we don't dare order again. What if, next time, instead of one little box
that has the wrong thing... what if they send us twenty boxes of the wrong
thing? Suddenly we have no product to sell and a hassle that's simply not
worth the trouble to try to get them to accept the product back. The longer we
spend trying to fix a problem, the more it costs us in lost man-hours and
productivity. That one little box of LEGO has become quite expensive, and if
we order again and the same thing happen, any profit the store might have made
has gone down the drain.
So, unless LEGO suddenly wakes up and realizes that its policy toward small
shops is destructive, stupid, and useless... we'll keep telling our customers
why we don't dare carry LEGO in the future, and offer them the other neat
building products we have in the store (and that we have no trouble with) like
K'NEX and Rokenbok and Zome. And we've got a representative from Brio coming
next week. He's courting the shop like it's the love of his life, he even
knows MY name, and I'm just the front desk grunt. If LEGO were like that we'd
be selling it hand over fist and enjoying every minute. It's a shame that a
good product is being destroyed by sloppy customer service.
-Laura Gjovaag
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Message has 1 Reply:
 | | Re: LEGO - Small shop horror story
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| (...) See if you can bend the ear of a reporter who deals with this sort of issue. LEGO prides themselves on great customer service, i.e. public relations. If LEGO is brought to task publically for this kind of behavior which so dramatically favors (...) (22 years ago, 14-Jun-02, to lugnet.lego.direct)
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Message is in Reply To:
| | Re: LEGO - Small shop horror story
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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 (...) (22 years ago, 12-Jun-02, to lugnet.lego.direct)
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