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I wanted to share my extreme displeasure with the Lego Shop at Home service. My
mother, knowing what a big fan of Lego I was, decided to surprise me with a set
this Christmas, the Lego Factory set 5526. At the time she didn't realize that
it was not at mini-figure scale, and I asked her to return it since I felt it
was not really worth the cost.
She followed all the LSAH directions included on the invoice to return it. With
UPS tracking, she saw that it arrived almost two weeks ago, and she still had
not received a credit on her credit card. When she then called up, the
associate told her she would only be given Lego credit, since “the box was
open”, even though the box was NEVER opened. There also was no notice sent that
only Lego credit would be given, even though Lego had all the contact
information. When my mother was then finally able to reach a manager on the
phone, the manager agreed to refund the cost back to her credit card, but only
the item cost, not the shipping cost, and it would take at least two billing
cycles. This, from a company which never hesitates to charge a credit card
immediately following a sale.
I had always associated Lego with good customer service, until now. After this,
I will never buy from Lego online again, nor will anyone from my family. I hope
Lego realizes that such poor service does nothing but lose customers.
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Message has 4 Replies:
 | | Re: Very poor customer service from Lego Shop at Home
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| (...) Seems to me they were acting entirely in accord with their return policy. Always read the fine print - (URL) "Custom items such as LEGO Factory models and Pick A Brick orders cannot be returned or exchanged." I guess it could be argued that (...) (18 years ago, 9-Jan-07, to lugnet.lego.direct) !
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