LEGO Systems, Inc.

As stated before, we have not received a legit proof of purchase or shipping/delivery confirmation, neither have we ever received any product back
Furthermore, we would not refund any money for a purchase in for missing pieces or otherwiseWe regret that we are unable to assist any further in this matter

LEGO systems inc apologizes for
canceling the order without notifying the consumerWe are constantly reviewing
our processes and this
feedback has been very helpful to achieve just that
We have spoken to the consumer and
have found an alternative solution for himThe consumer seemed to be satisfies
with the solution we offered

The refund for this consumer has been processed.  We have reached out to him via email and have left him two voice mails but we have not been able to get in touch otherwise....

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I was treated extremely poorly by both the Lego Customer Rep and his Manager. I expect to receive something other than "we followed procedure but could have been more sensitive".
Sincerely,[redacted]

The LEGO set the consumer claims to have returned to us has
not been produced by the LEGO group since 2009. We have done an...

extensive search and LEGO
systems inc. has never received any returned product from this consumer. She is also unable to provide us with a
legitimate proof of purchase or shipping/delivery confirmation. In our email exchanges
she has ignored most of our questions and she is also unable to provide us with
a phone number we can to call her on.
We regret that we cannot assist her any further.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID...

[redacted], and find that this resolution is satisfactory to me. They made several email contacts and responded promptly. When they found the best way to compensate, they called and made sure to speak in person. I was grateful for their efforts and feel that they actually went above and beyond to make the customer (me in this case) happy. In hindsight I wish I had given them more time to deal with the issue at hand before contacting the Revdex.com and being aggressively vocal about my frustration. The Lego company still focuses on the customer and does things to help them out when possible.
Sincerely,
[redacted]

We called the consumer, apologized for the poor experience and provided her with another free promotional item. The consumer said she was satisfied with our solution.

face="Times New Roman">

After reviewing this complaint LEGO systems inc. has released
the order...

the
consumer placed with his VIP point balance as requested. Our view or policy on
not selling LEGO products to resellers has not changed and we stand firm in our decision to not allow this consumer to order LEGO product directly from us.

We called the consumer and discussed his compliant.  The consumer never reached out to us directly and we are happy to say that we will be able to...

help him and get what he wants!

We have contacted the consumer and apologized for the poor experience and compensated appropriately. The consumer indicated to be pleased with the solution we offered.

This customer’s order was cancelled by our automated payment
processing system because certain criteria were not met or red flagged. The
customer was never charged for her order and the pre-authorization has been
removed automatically. We are very sorry that the consumer was...

unable to shop
with LEGO systems. At the time the consumer called us it was too late to send
anything out before Christmas. It simply would not have been possible to send
product in time before Christmas, even with express delivery. The advisor who took
the call did follow our standard procedure although we do recognize that after
reviewing the call it could have been handled with more empathy and this has
since been addressed.

Complaint: [redacted]
I am rejecting this response because:
I hVe replies many times with all questions they have asked of me. My transaction record was sent once located and we never headed bsck from you. 
The original and receipt returned to you and we were advised would be replaced by your customer service team.
Below is the credit card transaction. 
This would have ink ketchup item .
You have failed me and continue to fail me. I will have to pursue this if not resolved and I don't understand why Lego doesn't want to handle this. I have reached out for many months on this almost a hers now and they have been horrible 
LEGO SHOP@HOME ###-###-####11/12/2009$567.84
Sincerely,
[redacted]

Review: I was fraudulently charged $176.52 from Lego on 9/30/2013. I NEVER authorized this! I called to report the issue and was told that it was being taken care of. I asked for more information and the representative I spoke with would not give me any. He wouldn't even give me his full name so I could make note of who I spoke with and at what time. He would only tell me that his name is [redacted]. That is a very common name so I asked to speak with his supervisor. At that point I was transferred to a line that just rang repeatedly until it hung up on me. No one will help me with this. I cannot afford this!Desired Settlement: I want a full refund and I want to press charges on this company for illegally taking money from my checking account.

Review: I had been a frequent shopper on [redacted].com. At some point in late August of 2015, Lego decided to review my account and decided that I was reselling their product and banned me from purchasing from them. I explained to them multiple times via email and phone calls that I am not a business and am not reselling, but Lego refuses to to hear me out and refuses to respond to me. They basically made a determination without including me on anything and found me guilty without any trial or arbitration. There is absolutely zero evidence or proof of what I'm being accused of. That said, I suppose its within their right to sell product to whomever they choose and deny anyone they choose. But Lego does have a program in place called the VIP program that earns you points for every purchase you make and when you accumulate enough points, you can redeem them towards dollars off your next purchase. I have accumulated $135 worth of VIP reward dollars and tried to place an order and use my balance up, but Lego cancelled my order and sent a noreply email saying they don't sell to businesses and that my order and any future order will be cancelled.Desired Settlement: I would first like an apology for being wrongfully accused. As a customer, I've never been so appalled by the treatment of a company. I can't understand how you are a successful company when this is how you treat a good customer.

Second, I would like my last order [redacted] for the final redemption of my VIP rewards dollars that are due to me, fulfilled as placed. After this, you can accuse me of whatever you'd like because it won't matter because I will not be doing business with you anymore and we can just go our separate ways.

Business

Response:

After reviewing this complaint LEGO systems inc. has released

the order the

consumer placed with his VIP point balance as requested. Our view or policy on

not selling LEGO products to resellers has not changed and we stand firm in our decision to not allow this consumer to order LEGO product directly from us.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and although I'm wrongfully accused by Lego and although they only released half of my order as placed and cancelled the other half, there is no point in taking this further. I consider this case closed. Thank you for your efforts on my behalf

Sincerely,

Review: I ordered from lego online and expected to get their free ginger bread house. my order was confirmed and there was no sign of "out of stock" for the gingerbread house. Lego then decides to cancel my order without notifying me to cover their butts and use it as an excuse to not send the gingerbread house. The only reason I found out they cancelled the order was because I went onto their website to check status of order after waiting a week and wondering where my order was. I called lego and was then told I could accept some other small lego kit in exchange which I was not happy about but told the person to give me the one with the most pieces and I find out the set they are sending has far less then the gingerbread house and not of equal value in my eyes. I feel lego used the gingerbread advertising to increase holiday orders then failed to follow thru on their advertising. They know how many sets they made and they should know how many orders they had and therefore should not have stated in my invoice that I would receive one.Desired Settlement: id like them to send me the gingerbread house and either fix their faulty inventory database or admit they were using deceptive advertising by promising one free product to increase online sales only to bait and switch and give you some other product in return.

Business

Response:

LEGO systems inc apologizes for

canceling the order without notifying the consumer. We are constantly reviewing

our processes and this feedback has been very helpful to achieve just that.

Review: On April 16, Lego Shop at Home charged my credit card $582.98, I did not make any purchase on their website.Desired Settlement: Refund my credit card $582.98 plus any interest charges incurred.

Review: order [redacted] The product does not arrive, Nevertheless, delivery completion status Lego was never the delivery, (My) delivery agents did not arrive at be the product (I have in Korea) Delivery agents will receive the product in Korea through. However, was not. (Lego Shop) Shipping is sent to the wrong product. Guess addresses missing. Lego is recognized, however, does not re-delivery is not a. I had to pay complete Sent a lot of e-mail.Desired Settlement: Delivery want

Review: I stayed up late last night to order from their website's Cyber Monday sale. As soon as the sale price went live I put product [redacted] Darkseid Invasion in my "bag". Seeing the free set available with a $99 purchase, I added a couple more sets my son was interested in to the bag. The free item was added to the "bag" without me clicking anything. I completed the order and received a confirmation email at 12:37. Went to bed satisfied, got up, went to work tired. Received an email at 10:35 saying that due to unforeseen demand, they would not be shipping me the [redacted] set, and cancelling it from my order. I sent an email from the website expressing my dissatisfaction. On my lunch break at 11:30 I decided that since the main item I ordered was cancelled on me, I would just cancel the entire order. I called "customer service," the rep told me the order was in the warehouse and he couldn't cancel it. I asked him if it was possible for someone in the warehouse to find the package and stop it from shipping, he said no. I got vocal, and then asked to speak to a supervisor. She got on and said she would try, but it was unlikely. She said she would try to call me back. 3 hours later I check the website and see that my partial order has shipped. Not only that, but the "free item" now shows as $10. Apparently when they cancelled my main item and bumped me under the $99 price, they didn't remove the item they added to the cart, but instead charged me for it. I sent another email upset over this and asking if it was possible to contact the carrier and tell them to cancel shipping, return to sender. Not unheard of with online orders. I also mentioned that I would be complaining to the Revdex.com over their mishandling of their own sale items.Desired Settlement: Seeing as how my son isn't getting one of the main things he wanted for the holidays, I would like my money back and for the company to refine their business practices so that they are more customer friendly. If the item is out of stock, don't allow the transaction to go through completely. If the store adds a free item to the cart when a certain dollar amount is hit, remove the item from the cart when that dollar amount is no longer there (or give the customer the option to continue with it there). If the product has not left the company, then there is no reason that it cannot be stopped from shipping so that the customer can cancel the order and receive a prompt refund. Now I have to wait for the package to arrive just to turn around and ship it back, then wait for a refund.

Business

Response:

We have contacted the consumer and apologized for the poor experience and compensated appropriately. The consumer indicated to be pleased with the solution we offered.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. They made several email contacts and responded promptly. When they found the best way to compensate, they called and made sure to speak in person. I was grateful for their efforts and feel that they actually went above and beyond to make the customer (me in this case) happy. In hindsight I wish I had given them more time to deal with the issue at hand before contacting the Revdex.com and being aggressively vocal about my frustration. The Lego company still focuses on the customer and does things to help them out when possible.

Sincerely,

Review: Returned defective set missing pieces to Lego as instructed and they have not replaced or returned my step back to me

I have red he'd out or hem numerous times replying with all information they have asked and they advise they cannot help meDesired Settlement: I would like the set repel Ed as it should have been weeks and weeks ago to have this fully resolved

Business

Response:

The LEGO set the consumer claims to have returned to us has

not been produced by the LEGO group since 2009. We have done an extensive search and LEGO

systems inc. has never received any returned product from this consumer. She is also unable to provide us with a

legitimate proof of purchase or shipping/delivery confirmation. In our email exchanges

she has ignored most of our questions and she is also unable to provide us with

a phone number we can to call her on.

We regret that we cannot assist her any further.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I hVe replies many times with all questions they have asked of me. My transaction record was sent once located and we never headed bsck from you.