Lego.com Reviews 52

Order did not arrived! £288 order of lego! The henry Creel house which was £249 for my sins 12th birthday wasnt in the box! As the box waa scanned delivered to my house theyve refused to help!!!! It wasnt packed! Customer services were rude, unhelpful and the whole experience was been utterly devastating!
Ive a 12 year old boy gutted!

I received another customer’s package instead of my own order. I contacted LEGO support immediately, provided photos of the box and shipping labels, and explained that the mix-up clearly happened during shipping.

Customer service told me they would send a return label (or arrange a pickup) and that a refund would follow once the return was handled. I asked for a return label because I’m rarely at home for pickups.

Since then, nothing has been resolved. I still have the other customer’s package at home, I never received the return label, and I’ve had to chase support multiple times without getting a clear solution or a timeline. This is frustrating and puts all the inconvenience on the customer, despite the error not being mine.

Mistakes happen, but the follow-through matters. In my case it was delays, vague replies, and no real action.

Ordered a Lego set as a present. When it arrived the box was opened on both sides. DPD proceeded to leave it out in the rain even though I was in the house. They did not ring the doorbell or knock the door. They proceeded to take a photo of the damaged box at the end of my driveway so you couldnt't see the damage in the proof of delivery photo. It was also signed for by 'front porch'. My car was outside and the lights on in the house but I was busy with my newborn and didn't know they had arrived. The rain leaked in through the openings and soaked the Lego box. I emailed a couple of times about this matter and so far have had no reply. I can't initiate a return because I am from Northern Ireland so I have to phone or email regarding the matter. I also phoned several times but nobody answers the phone.

Bought lego and was backorder order. I call for lego after 1 month, and lego say what your order ready long time, but you need pay from new ????? What ????? Wtf ????? NEED PAY AGAIN. HOW YOU CAN SEE MY ORDER IF I NEED PAY AGAIN ? WHY YOU TOUCHING MY MONEY ? WHY YOU TOUCHING MY ORDER ?? WHY YOU PLAY GAMES WITH MY MONEY ?? I BOUGHT LEGO AND I TAKE REWARD GIFT, SO O
NOW THIS SET NOT AVAILABLE AND I LOST MY POINTS. SUPER IDIOTS WORKING IN THIS COMPANY. PRODUCT NICE,BUT CUSTUMER SERVICE AND WORKERS TERRIBLE. AND ITS NOT ONE PROBLEM. BOUGHT 10 LEGO,BUT COME ONLY 9. I SEND EMAIL 2 WEEKS AGO, BUT 0 ANSWER.
EVERY TIME LEGO COMING WORH DAMAGE, BECAUSE LEGO COMING WITHOUT PACKAGING, ONLY CARDBOARD BOX. IN BOX PUTING 10 LEGO AND SENDING. NO PAPER OR BUBBLE, 0 PROTECTION. AND LATER TEXT ME ,WHAT BOX ONLY TO PROTECT BAGS. IF BOX HAVE DAMAGE, ITS YIUR PROBLEMS. ITEM STILL NEW

How on earth can any director in this company accept so many negative reviews. The service is at best terrible And such a shame as the product is great. But many big companies with great products have fallen as a result of customer backlash - and by the look of other reivews, I'd suggest this is imminenet. Lego.com took my order, then told me it was out of stock, then every 2 weeks sent a generic message saying still not back in stock. Emailler said not to worry as they would not take the money from my bank until the item was sent out. Yet they took the money when i first placed the order. Even when contacting customer service, they just send another generic response. Still no refund. Oh, and yu'll see Lego never respond to negative posts. That also tells you something.

Purchased a large amount of LEGO over insider weekend and Black Friday. Deliveries are very slow. Unfortunately, they also use DPD in the UK for deliveries, who are completely useless. Needless to say that I will not be buying from them again.

Only giving 1 star because no option of 0
Lego are a joke and will never use again ypu place an order then they change delivery date and hold on to your money !!!! Customer service just mislead and tell lies

To say I received poor service is the understatement of a lifetime! I have returned a package for a refund that I have still not received a month later, despite the tracking of the return showing that it was delivered back to lego 3 weeks ago.

I have emailed and rang, and at first they just told me that it was taking longer than expected. Now they are just ignoring my emails. I cannot believe a company as big and as popular as Lego can give such poor service. I shall not buy from them again or recommend them to anyone.

This morning after looking at all the Lego selling sites new and used I decided to phone Lego customer services .Lucy could not have been more pleasant and helpful with her advice on Lego traditional bases considering our Lego was our children's now aged 51 and 47 and-some not new to them .I decided to look at the site and in fairness the prices were reasonable compared to the second hand sellers on line .! Thank you Lucy .Sorry forgot to not hang up as asked before our chat for a review .Hopefully Lego uk will see this

They fail to fulfill the order.
Ordered 27th February 2025 - pick a bricks - each piece carefully chosen (order T461059900), one large base plate arrives promptly. But the other 60+ bricks no sign of them.
By 3rd April still not here (website says 2 weeks to fulfill orders)
First complaint (via website support centre) just gets an auto reply mish mash of words (computer? AI?) that totally fails to answer the complaint. So second complaint sent. Will see if it also gets dealt with by a computer (i.e. totally fail to answer). Unless things improve will not be using this website again.

Afte contacting lego again after my account was blocked/banned from ordering from lego.com, lego dont reverse any bans nor do they email to tell you bans are final.

After my parcel was missed placed by DPD, DPD told me to contact the sender which I did, only for Lego to ban me from doing any business with lego.com as they say I have made false claims for missing items or empty boxes, I did exactly what DPD told me to, I have been basically branded a criminal for something I havent done, I eventually got my items 3 days later, although I now cant redeem the few points I have.

Not the first time they mess up orders.

A tracking number that doesn’t exist and you wait weeks for delivery.

I generally wait for Amazon to stock. The price is often much cheaper and you receive it within a day. Unfortunately Amazon doesn’t stock all items so on occasion I have to use Lego, which I regret most times.

Once again as I’m writing this I’m waiting for an item lost in their system.

So, I recently bought a LEGO as a gift and I've received loads of Insider points. I don't really need it so I chatted with an agent on their website, and he redirected me to a phone call with Customer Service. The call lasted 5 minutes and the points are now on my friend's account.

Both agents, Ian on chat and Michael on the phone were flawless.

Superb.

Thanks
Matt

Purchased a gift card for my nephew to open on Christmas day on the 16th December, by Dec 22nd absolutely nothing showed up. Went through the online customer service and 3 customer service reps on the phone to give up with waiting for the gift card and get an e-card instead. Terrible. So many mess up's. They couldn't get the message right and didn't put any money on it.
Today, 31st December it comes through the post. Wasted now as they have cancelled it in place of the e-card. Even on the gift card, the message is completely screwed up. This lot couldn't organise a p-up in a brewery.

Bought Lego Concorde for 200€ only second bag opened and pice already missing, joke ! my son is very disappointed because he loves Lego he always gets them. But because I’m fuming for him I will make sure we start buy alternative versions way cheaper then Lego there you can find missing pieces too soo no difference there at least they 1/4 of price and you know what you can expect. Lego is overpriced anyway !

Disappointingly, Lego declined cashback through Quidco for a purchase I clearly made (this is clearly shown on my account, so this isn't likely a simple mistake).

I'd understand if Lego didn't have enough information, but they were apparently provided with my exact order date and order number, stuff they obviously have access to.

I can’t praise Lego’s customer service enough, especially Stefano, who went above and beyond to help me. He was incredibly kind, efficient, and professional, resolving an issue with my order quickly and ensuring my Gift Card credit was restored.

Thanks to Stefano’s amazing support, what could have been a stressful situation was turned into a positive experience, and he truly saved my Christmas! He’s a real credit to the team and made me feel like a valued customer.

Lego, you’ve got an absolute gem in Stefano—thank you for such outstanding service!

Really disappointed… ordered some bits for my grandson on 29/10… chased 2 weeks later and part delivery coming from Poland and part Royal Mail…. Neither of them have arrived and very little tracking info. Grandson has given up asking me… I’ll never order online again!

Preordered two sets in August using PayPal, got an email today saying the payment was declined?? And they I had to contact customer services - no way as your customer service department is useless!!
Ordered the same sets straight away, using PayPal and the EXACT same card and the order went through! Luckily sets weren't on back order!
Had numerous issues with Lego and PayPal. Never had them with any other company. How hard can it be? Really?

I have made many purchases on the Lego website and the service has been fantastic. When an issue has occurred, Lego have been quick to respond and rectify the issue. Very impressed with the great service and will continue to shop with Lego. 5 stars well deserved.