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 23:35:28 GMT
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In lugnet.lego.direct, Gregory J. Overkamp wrote:
> 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.
Seems to me they were acting entirely in accord with their return policy. Always
read the fine print - http://shop.lego.com/TermsPolicies/return_policy.asp
Specifically: "Custom items such as LEGO Factory models and Pick A Brick orders
cannot be returned or exchanged."
I guess it could be argued that it's not a 'custom' model, but you should
consider yourself fortunate to get anything back at all. Mail order companies in
general don't refund postage, and the postage for returning the product is the
customers resposibility. I think S@H have treated you more than fairly.
Alternatively, you could've accepted the gift with good grace and not put your
mother through all that hassle, whether you thought the gift was 'worth the
cost' or not. Remember the old adage about looking gift horses in the mouth?
The only thing in that story that is a possible cause for complaint is their
tardiness in contacting you about the situation after you sent it back. Then
again, Christmas is a busy time of year for toymakers so some patience is
probably in order.
Allister
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