LEGO Systems
Reviews and Complaints

My order 91[redacted]1 still hasn't been delivered since last week. It was supposed to be shipped via a courier service and I didn't receive anything at all and still in possession of

Lego.com never gave me my Vip ponits on 11/27 for 53.17 and on 1/22 for 59.99 and i emialed them 3 time about it and they lide about it and I'm very mad at them and no help at all.

I have told these people three times to stop sending their junk mail to my address. I don't need it. I don't use it. I don't want it. This company is guilty of contributing to global warming by wasting paper and other resources involved in preparing and shipping it.

I ordered 154 dollars worth of product. But upon delivery, I no longer needed it. I reached out to them for a refund and they sent me a return label to send back all the products. I sent back all the product via *** and it shows delivered as of a month ago. However, they have still failed to refund me. I called last week on Thursday, June 4th and was told I would have a refund by today - June 11th. But I still have no refund. Tracking numbers: *** will happily provide them if asked.

Corporate Lego has failed to establish a proper communication path for concerned customers. I am unable to access my online account rendering me unable to process any returns. In store will not except returns without super specific information that I need to retrieve from customer service. I have waited a combined 3 to 4 hours of hold times on phone to never be answered. Their emailing system is not working with warnings of 10 plus days to respond, however it's not available at all. Chat option is down also. I have no possible way to talk to anyone leaving me stuck with unwanted gift cards and unreturnable items.

I placed an order on LEGO.com on December 15 for Christmas gifts for my son. I received an email on December 21 from LEGO saying my order was on hold and I would need to call customer service. I called customer service and was told that an order from September was not paid for and that a hold was placed on my account. I have *** and credit card records showing it was paid for. I will attach if possible. They wanted me to pay another $43 to get the hold lifted on my account. I said no, and told them to cancel my latest order from December 15th. Now, I don't have the Christmas gifts I ordered for my son!

I tried to place an order on lego.com (e.g. order number ***) but my orders kept got canceled by lego. My shipping address is the same as my billing address, which is my home. I checked with the bank and the payment was processed without problem. I contacted lego customer service multiple times and was told that somehow my account was associated with some blocked account. I didn't get any details and don't know why that happened (I only placed an order years ago; my home was newly built 5 years ago so there's no chance this address got abused previously). Lego customer service didn't give out a solution and only said I could go to the store to buy. It's pandemic period. I don't want to go to the store. All I want is to be able to order online!

I am contacting Complaintsboard.com and hopefully get a resolution by Legos as I placed an order on March 19 and I had payed for the fastest shipping and saw it was delayed no movement on tracking then a few days later after nothing updated it showed as delivered I contacted support and said because I had contacted and requested a refund they said they could not because they considered a lost shipment first and then they delivered it without notice and it never arrived despite it being late! how am I getting a decline for a refund when I never received my set? I have been waiting over 3 weeks and I have not gotten my set my order number is *** as I hope to get help and a resolution as I was first promised a refund then im left with nothing and the bank will not do anything for a while , this is so upsetting considering it comes from a huge kids toys company! very frustrating

I have been sharing a Lego account with my partner who is in a locked down country due to Covid 19. That account is registered to *** There was an order for the roses that kept getting canceled and we thought it was a billing issue or something so we tried to put in several orders. As it turns out there was a limit breach that we didn't realize resulted in the account getting banned. I have read through the terms and conditions several times, we have never resold any items and are prepared to offer anything necessary in order to rectify this issue. We are genuine collectors and have poured so much money time and effort into this collection and all we are asking for is that the account be un banned. I understand that this is worked out through the order verification team however they have not reached out to us for any additional information to appeal this which we would be glad to provide. All I'm asking is to please review and allow us to explain.

I placed an order on a popular online store on Saturday, July 17. I bought several items, including Legos. Lego offered a free playmatch storage item for purchases over $40. I spent more than that. I tried to download and submit my order confirmation to the Lego app multiple times, but despite being legible, it was rejected. Customer service blamed the store, but the store confirmed it wasn't their issue. It was a Lego promotion. I suspect a scam or false advertising. Lego contacted me, offering a small toy instead of the promised item. My order number was with the store.

On November 26 I purchased 2 items on sale from Lego.com. I received 2 confirmation emails that showed my payment was accepted and both items received shipped status with order numbers and tracking numbers. My credit card shows both amounts were charged. 2 weeks went by so I emailed Lego on 12/13 to verify shipping delay. 5 days went by until I received email from Lego on 12/18 asking which shipment I hadn't received. I replied with I haven't received either of them. Another 5 days goes by until they respond on 12/23. They apologize and proceed to tell me that the one shipment has been replaced but is on backorder along with a free gift. The other shipment is "sold out" and that they will refund me. My complaint is they've been sitting on my money since I ordered over a month ago! Both items were in stock and both received confirmation and tracking numbers.The cancelled shipment is now impossible to find for original cost or less. And it took me to contact them to find out all this happened. Its shady to me that they took money for a item that they falsely advertised in stock.

I ordered a pricey item from their website. As soon as I submitted the order I realized that I forgot to add the apartment number. I thought it would be an easy fix to either have the package held or contact the shipper and add the number. Turns out Lego blocks consumers from doing this. Someone from Lego must call the shipper to have either one of these done. Still, sounded easy enough. I had sent an email just after ordering to the company explaining the situation. They responded back many days later saying there was nothing they could do. Only a few people at Lego could make the change. I called Lego and was told the previous information was wrong, nothing could be done. After a brief hold, the story changed and the CSR said that he made the needed changes but the package still might not arrive. Unfortunately, the item is now sold out so I won't even be able to buy a replacement. It's been 9 days since I ordered and the package is stuck in Memphis with both companies refusing to help. Last I heard a second person at Lego contacted the shipper to make the change but when I called the shipper, they still have no record of this leading me to think that Lego isn't being entirely honest.

I am writing you all concerning damage to my items. I have become exhausted trying to get you all to appreciate my concerns with countless emails and phone calls that never gets answered. I spend $40k a year, yes $40K a year at your store online and in my local mall. I am a collector of many years so please keep this thought in your head as you hear my complaint and put yourself in my shoes. During these past six months the products I have ordered have been poorly packaged and damaged. Emails and calls have not been returned. I have even written a letter to address it but still nobody seems to care that a $100-$700 lego set gets shipped to me over and over and over and over again with damage or packaged so bad that the shipping damages it. I am AMAZED that an item of such value gets neglected by your warehouse workers. I run a business and I can tell you plenty of people in my area need work and would do a much better job that your current warehouse crew in *** is doing. Nothing has been offered to fix this from your end. Imagine buying a fourty thousand dollar vehicle and having to accept it damaged? Would you continue to shop from that dealership? I feel as if your mentality is "its the way it is, if you don't like it, go elsewhere" I only feel this way because like I said, The packages keep coming damaged after 20 complaints. Its as if nobody is even addressing it! The order I received today of the Monkey King warrior *** is the 3rd, YES THE THIRD! one I have ordered from you that has been crushed or damaged beyond my acceptable range and I have given them away or sold them half the amount,. Now I know that I am not the only collector out their as many people collect them as a hobby. I would like a call or an email from a member of management to address my concern this time. My next step will be to write the CEO and let him know how I feel. I will be awaiting your resolution by weds of the coming week. Regards

The Lego Group Shop At Home website has permanently banned me from purchasing anything from them. I received this ban in a sudden email from their supervisor who goes by the name Adam, without any prior warning, and without any concrete justification as to why. The email cited "due to your behavioral issues and your abuse to our goodwill policy, our team has decided to permanently ban you from placing any future orders on Lego.com. The decision is permanent and non-reversible." (the wording is something to that extent). I am asking the Complaintsboard.com to intervene with the Lego group regarding their unfair treatment to a loyal Lego customer and ask Lego to reverse their unfair decision, which is full of false claims that has no merit or evidence - from banning me. The ban must be reversed and the Lego person(s) to be held accountable for discrimination and get fired or reprimanded for their poor customer service and horrible decision. I have been a frequent Lego customer for years, but I have lately complained to them - on several occasions - that I have been receiving damaged sets from them despite the fact that I, along with other adult customers, are paying a premium for all their expensive sets. Lego has been so cheap using extremely inferior thin and cheap boxing/shipping materials that 95% of the time have been unsuccesfull in protecting the Lego items content delivered inside of them. I have been taking pictures of every damaged order I receive from them and I have been emailing it to them to show them that I demanded a compensation for the damage every time this happened. Sometimes, their customer service member cooperated by issuing a partial refund, or by issuing some VIP points to be used in future orders, but in the other times, their customer service rep refuses to do anything. I have placed several orders and collected so many evidence of photos of their received damaged sets, especially around the time of the holidays, where my orders skyrocketed. I have called them about it and emailed them the photos when requested. I believe this annoyed the Lego group and then decided to punish me. The straw that broke the camel's back happend in January when I placed an order for a $265 dollar set, and received a completely wrong set instead. The customer service reps - who are extremely hard to reach by the way on the phone - was indifferent and unapologetic to the error caused, and she hang up on me while I am on hold trying to reach a favorable resolution with them. After several back and forth emails which made me really frustrated with them regarding that $265 order which was never delivered, and I never got refunded for it - as of writing this complaint 3 weeks later - their supervisor Adam, out of the blue, sends an email - as previously mentioned in the beginning - declaring my permanent ban from Lego.com. In conclusion, instead of the Lego group sincerely apologizing to me and try to compensate me for the error they have caused, they decided to punish me by citing a bogus claim of their "goodwill policy abuse" and decided to "permanently" ban me from shopping at their website, without any prior warning, and with no evidence what so ever to their fake claims. I want to remind the Lego group that, because of loyal and frequent customers like me, they have flourished. They need not to forget that. They also need to improve their HORRIBLE HORRIBLE HORRIBLE customer service and RE-INSTALL CHAT SUPPORT as it used to be. They have absolutely NO EXCUSE not to bring back CHAT SUPPORT to resolve issues. Phone customer service has been HORRIBLE and it will take the average US customer about 50 minutes (yes, fifty minutes) to get connected to a customer representative. Not to mention that their email support is HORRIBLE as well. It takes Lego about an entire MONTH to respond to your email complaints. And sometimes, they never even answer or respond to the emails sent to them. I have several emails that they never responded to or resolved. Shame on Lego. I ask them to reconsider the ban on my account, refund me my money, and place my customer account back in good standing, and refrain from doing this to me or to any of their loyal customers. *** is rolling in his grave right now in disgust of what the Lego group is up now with their terrible customer service and the way they treat their customers.