Subject:
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Re: Very poor customer service from Lego Shop at Home
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Newsgroups:
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lugnet.lego.direct
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Date:
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Tue, 9 Jan 2007 22:50:44 GMT
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Viewed:
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10128 times
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In lugnet.lego.direct, Bob Parker wrote:
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In lugnet.lego.direct, Gregory J. Overkamp wrote:
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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.
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Pardon my naivety, but at 2,776 (per the box top) pieces,
set 5526 seems to be a fairly decent way
to get a variety of legos at an average of $0.047 per peice even if you don’t
want to build the set using Lego’s (online only) instructions.
Per Peeron’s inventory of said set,
you would seem to get a lot of
tan and other cool color parts (it’s neat that Peeron can sort by color!)
which might make the $0.047 per piece an even better deal?
But that’s just IMHO and YRMV.
:-)
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I think you missed the real point. It wasn’t the price per piece that he was
dissatisfed with. It was the set. Remember, not everyone who likes LEGO builds
MOCs.
The first thing I noticed was that his mother didn’t notice the scale. Something
likely to happen among non-FOLs or FOL-parents. This is because the LEGO website
RAREly includes in the product photos ANYthing that could suggest scale or size.
Nor does the description state the approximate scale.
This is a sad event indeed. I have always had premium service when dealing with
S@H. However, I have never wanted to return an item. Because of the shipping
costs involved, I have always been wary of buying gifts online, or items I am
unsure about.
Greg, I think this incident deserves another phonecall to S@H, or perhaps even a
letter. Explain the situation, describe your displeasure as you have done to us.
Mention the number of people on LUGNET that have now seen your message, and
allude to the impact that may have on their business. You might get a better
response, you might not.
Good luck.
Aaron
- hoping that TLG and S@H don’t sub-contract out their customer service like they are their manufacturing.
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Message has 1 Reply:
 | | Re: Very poor customer service from Lego Shop at Home
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| (...) Actually according to (URL): "Also, LEGO direct-to-consumer (Shop at Home) sales division announced a partnership with PFSweb Inc. to fill Internet orders of Lego products from its catalog and online store, according to a statement in December (...) (18 years ago, 9-Jan-07, to lugnet.lego.direct, FTX)
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