The LEGO Group Reviews 1,771

We love lego!! All of the products are great. We have visited multiple lego shops around the world, and always had a good experience, but, those in the Trafford centre store are THE best of the best! Happy, polite, enthusiastic, especially Sophia who served us!

I called them an hour ago and am still waiting to resolve a payment issue on my order which they could totally allow you to do online but you have to sit on the phone for hours.

Awful company...don't bother trying to contact them unless you want to spend your day listening to godawful oriental-themed hold music.
Didn't send out Rewards item with order. No reply to email contact, eventually gave up on phone.
Hopeless.
Won't be buying another thing from this company.

We were gifted a Lego Flower bouquet which looked lovely in the photograph. Took my husband about 2-3 hours to make, but oh my goodness! The finished bouquet is SO fragile, - just a light touch and pieces start coming apart.

Eventually it's like a domino effect - the more you try to re-assemble it, the more pieces start falling off. Wouldn't recommend it to anyone.

The products are moving to the luxury products price tag. Nothing for a normal wallet. Soon a Gucci company.

I ordered a BrickLink set and it is missing parts/has wrong parts. It's a nightmare. I don't know what to do and there is zero customer service to help. I've been on hold for hours. Just for fun, I've dedicated a phone to try and get through. 6 hours and still holding, really LEGO?This is NOT how I saw the LEGO brand. Unfortunately, its really tarnished the brand for me. Seriously, you can get better support on LEGO through AliExpress.

DPD cannot locate my parcel and have asked me to contact Lego to raise an investigation. I cannot contact them, it's impossible. For not having a basic customer service function with what they charge for these little plastic bricks, they should be ashamed of themselves. It's 2026, not the middle of Covid when customer service was like the Wild West, but Lego are still back there.

An order that was backordered for Christmas has never shown up. My account says it was shipped but the carrier has never received it. When I try to contact them via message and phone there is no response nor answer. I have been on hold for a total of 2 hours. I would very much like to be reimbursed the $69 I've paid for nothing.

Very disappointing experience.
I have tried repeatedly to contact customer service regarding missing items from my order and have received absolutely no response. I’ve been left on hold for long periods and multiple emails have gone unanswered.
It’s incredibly frustrating to pay for items and then have to chase the company just to get basic support. A lack of communication and accountability like this is unacceptable.
I would not recommend ordering from this company based on my experience.

Would be 0 stars... wait time is extremely long (calling 3rd time and waiting 40min on each and still didn't get through), that's not a customer service at all. Call reason is stupid too, ordered item and paid, but wasn't charged straight away (also stupid)..2 weeks later they message me that I don't have enough money on card... and to change payment method I have to call "Customer service" that doesn't anwer. Great! Why not to take money straight away?

I was genuinely disappointed with my recent purchase. I did not expect this from LEGO, especially given the strong reputation the brand has built over the years.

The set arrived with several missing pieces, which made it impossible to complete as intended. Even more frustrating was the lack of response from customer service when I tried to resolve the issue.

Overall, this has been a very disappointing experience, and it has made me reconsider purchasing from LEGO again in the future.

My parcel wasn’t delivered (delivery wasn’t attempted) and has now been sent back to Lego. Not Lego’s fault although they've chosen to use an appalling delivery company. I cannot get through to anyone to get a refund for my item. As others have said they don’t reply to emails and no reply to the phone number, even after an hour of waiting.

Terrible company. Damaged item but not able to return as used a gift card to purchase. They don’t reply to emails or answer the phone. Complete shambles for such a large company. Won’t ever buy from them again

Lego was unable to send a gift card via email! How difficult can this be? I’ve waited on the phone for almost 40minutes and no one answered. Then sent emails and it takes them a week to reply! This is outrageous!! Non existent customer service!

Absolutely awful. Impossible to get through to anyone on the phone/chat or email. I placed a back order for a lego set for my daughters birthday. I had an email asking me to contact lego ASAP to update my payment method. I hsve spent the last 3 days trying to call, on hold for ab hour each time before giving up. No response on chat or via email. Lego really dont care about their customers.

The best company ever! Just amazing, and stop complaining that they have slow deliverys, cause they don't!

Lego have gotten too egotistical, will remove comments THEY don't like but will ignore you EVERY way you try to contact them. Overprice plastic shite

Trying to call Lego today about a query of non receipt of an item in my order.

I gave up after waiting listening to the same annoying tune on the phone for 1 hour and 20 minutes!

Really poor customer service.

They "shipped" my order and charged my card. However, according to the carrier, the package is still in Lego's possession. I have zero product and a $400 credit card bill and there is no one at Lego who can help or even cares. It's been over a week with no response to my email. I've sat on hold to their customer service line for over 2 hours twice with no answer. This is the worst customer service from any company I have ever dealt with. I'd rather deal with my internet provider or cable company than these uncaring people.

I’ve been waiting over 2 months for my order. Been back and forth with customer service and finally received a shipping email saying my order was on its way. Would be great if I then didn’t receive an email 2 hours later saying something was missing. Then another 2 hours went by and another was sent to me saying another item was missing. Then at 20 to 1 in the morning, I got another email to say a 3rd item was missing! Why send a shipping email before informing the customer that there will be stuff missing!
That’s one way to cause frustration straight away, but no, I was already frustrated as I’ve been waiting 2 months! Nearly 3!
Tried to call instead of email this time and I can’t get through to anyone and left with deafening hold music for over an hour!