The LEGO Group Reviews 1,771

Disgusting company, no matter how you contact them they never respond!

Email: ignore
Phone: put on hold
Chat: leave you on request transfer for an hour!!

They make returning an item the most difficult thing on the planet if you pay using points, I cannot think of a worst company for customer service!!

I would recommend you STAY AWAY FROM THEM!

Absolutely shocking customer service!! It is impossible to get hold of lego!! They have messed up my order big time! Don't bother ringing then either you will be put on hold all night. Don't use the chat, they will cut you off. Useless!!!!!

Cannot access lego insiders despite an account is set up. Cannot send any messages as their webiste advises cannot send message, and to try agfain. Seems Legfo.com cannot be bothered.

6 weeks on and no sign of my order. Customer services haven’t helped, just a multitude of “ unprecedented this” and “unforeseen delays that”. No one can tell me when I should expect my order. Terrible service

I purchased Our Family Tree and I found it has alot of unusable pieces . Which is a waste The price was too high for what it is.. I love Legos and I have purchased a lot. I give this one a 2/10

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.

Warning: Kit sold incomplete

Warning: Kit sold with missing parts
Kit 42207
This kit, which costs over €200, is incomplete.
I'm a third of the way through assembly and two parts are already missing.
More news: I haven't even finished halfway through assembly and another part is missing.

Would give 0 if possible.
Because they are using DPD for delivery. It's the worst delivery company you can choose. And the only delivery company you'd choose if you don't care about your customers.
I also would like to congratulate the person who thought they'd be doing "cost-saving" by using DPD. I'm sure they are promoted very well as unfortunately that's how it works.
Really shame!!!

I ordered a couple of Lego sets on 8th December as Christmas presents which included the Up-Scaled Santa Minifigure. At no point when on the website ordering did it suggest the Santa was out of stock or on back order. When getting the "dispatched" email I noticed the Santa was on back order, as it was a Christmas present I logged on to cancel it, as a localish Lego store had them in stock, only to find out that because they had dispatched part of the order I couldn't cancel the single set.

After no communication from Lego they take the payment for the Santa on 21st January and I received the set 24th January. I no longer need nor want the set (who wants a Christmas set at the end of January). So tried to return it through my online account and am getting a message of "No return is possible at this time. Please read our FAQ's" which only state I have 90 days to return as I ordered between 1st Nov and 24th Dec. I'm assuming this may be linked to the fact I used some of my VIP points on the purchase but fail to see how a global company like Lego can't just refund the payment they took for the set.

I now have a Lego set I don't want or need, have no way of returning it as the website is sending me round in circles, and am unexpectedly down over £40 at the end of January when everyone's finances are tight. I wont be ordering online again and will be using Amazon in the future, the points and member specials aren't worth the hassle.

Very disappointed my son was gifted lego for xmas 2 starrears sets and neither set had stickers in the box so now we have 2 complete sets with missing stickers ,

I purchased the Home Alone Lego set for my son for Christmas, he’s absolutely loves it. Very detailed with many links to the films.

I placed an order for some missing parts from my son’s Lego set for Christmas and was happy to pay to get it sorted. I ordered the missing parts on the 3rd of January and my order still hasn’t been processed. My sone was very excited to complete this leg set and it is now just sat there. I have received no update and my order hasn’t changed on the website I would avoid ordering from here at all costs

It looks like LEGO doesn't agree with science. I tried setting my nickname to: BornAManStillAMan and it was auto rejected by the AI filter. I appealed it and the manual review still rejected it. Yet, as a mane with a man's name, they auto generated a female nickname: Baroness. So they think it's ok to assume my gender? Looks like LEGO needs to reevaluate some of their products. Some are science based yet they deny science based nicknames. If any other brand created such good quality toys I would never buy LEGOs again. (I have the screenshots of as well if someone can tell me how to post them.)

Ordered a set, was sent with DPD which off course never arrived, sent several emails, phoned and kept on hold for hours, never once got any response, ended up doing a chargeback, please don't buy direct from Lego, awful awful service.

Bought the Mecca Robot and Battle Bus all Fortnite, my sons mad on it. Missing parts, this is now nearly a month of waiting for replacement parts. Ordered then Lego said we’d cancelled and reordered them which was bs. We are still waiting. I want to return everything but my son loves his Fortnite Lego so I can’t. Absolutely disgusting to do this to kids/ people but to do it at Christmas, just not fair!!!

Terrible service. Placed an ordered 28/12/2025. Money was taken out then a week later money was refunded saying order cancelled. Then an email asking for payment for the cancelled order! A week later money was taken from account for cancelled order. Still not received the items and tracking hasn’t changed since day of order. Shockingly bad service from what is considered a reputable company!

Ive ordered 2 items. After a while ive got email that one of my items is backordered(why you put items for sale if you dont have them in stock). Week later i have my 1st item, after contacting lego through email and waiting 3 days I've got message... We’re really sorry it’s taken so long to reply to your email. When you wrote to us you may have had questions about the status of your LEGO® order...
I tried my luck to phone call them... not lucky
Those people don't give a damn s*** about you since you already paid them...
Till this day no reply

Ordered 2 sets of lego on the 12th of December. They took 109e from the account. 4 days later they emailed to say one of the sets had been cancelled and the money would be refunded. Despite several emails there has been no refund. They've emailed me to tell me they haven't charged me for the cancelled item despite me sending PayPal and bank statements showing otherwise. Really disappointed with Lego. Won't order direct from them again

Ordered a 400€ set during Black Friday. 3 days later they refunded me and cancelled my order because they are out of stock (every year the same with their black friday, bunch of scammers). Well fine, I had to arrange a different Christmas present. Then on 29th of December (past Christmas already) they tell me they have shipped the order (minus the free BF stuff) and charged for it without my consent. I tried to ask for refund and cancel the shipment. Their customer support tell me they tried to reroute the order and issue a refund, One week later still no package and no refund so contact again with no reply. At some point the package arrived but now I can't get the refund label because the refund was initiated by them. Weeks have passed and still no reply, no refund and charged for something I did not order or want anymore. Go to Aliexpress, they sell the same stuff, received within a week, same quality and 4 times cheaper (only 100€ instead of €400).