The LEGO Group Reviews 1,771

Ordered a gift card for my daughters 18th as felt a physical card would be nicer than an eCard. Delivery dates said within 2-4 days. I ordered it on the 10th December, 12 days later no updates tried to get in touch with them and got told it’s taking a little longer to reply, that was 4 days ago. This is woeful, an awful example of customer service and a blatant disregard for the customer themselves, cancelled the order and just gave them money instead. I will not be purchasing from LEGO again.

UPDATE: This just gets better, the website won’t even let me get a refund or talk to a person about this, just emails which don’t get responded too

LEGO advertised 3 working days delivery. That was a lie.
It has now been 3 weeks, and I still haven’t received anything.
This was a Christmas present, which LEGO completely ruined. If you cannot deliver within the promised timeframe, don’t advertise it. This is misleading at best and dishonest at worst.
I paid in full, trusted a well-known brand, and ended up with no product, no Christmas gift, and wasted time. Completely unacceptable for a company of this size.
Extremely disappointed. This experience has seriously damaged my trust in LEGO. Order elsewhere if timing matters.

'Still time to order for Christmas' they say on their site. Which Christmas? This one? Or next year's? Maybe even the one after, for that matter? For a simple plain gift card order placed weeks ago. And no tracking info available, just it is on its way. But maybe this is via Timbuktu?

Star wars Lego advent 2025 what a joke. Absolute rubbish will not buy another one. Had one every year and they've got worse and worse but this one was a joke

Ordered at item on the 10th December says shipped by 15th December. Nothing so phoned them up and they said no it will be shipped by 9th of January. Customer services didn’t care and gave me 3000 points on my account as way of an apology but I will never order from them again

Just spoke to Daniel on the phone, and “complained” about DPD not delivering my parcel properly and not being able to find it, and Daniel arranged a new shipment to me with express delivery

I have a lego kit and unfortunately a couple of pieces are missing. I decided to buy them from Lego to make the kit complete. Cost of items 41p. Delivery charge over £9!! 2 tiny items which can be sent in a very small jiffy bag do not cost over £9 to post. That's taking the p. I'll leave it thanks.

Usually love Lego.com and had good experience, but today has undone all of that. Ordered pick a brick and build a minifigure, both of which should arrive in 9 business days (all items were in stock). 12 days on and it's not been sent because 1 item is not in stock. No chance of releasing the rest and no chance of reordering other items in time. Customer service assistant seemed as disappointed as me in the their processes, communication and policy. Very disappointed, custom present now unable to be built.

Terrible, order still in Your parcel is being prepared by the shipper after a week, customer service awful, 2 emails sent and zero engagement, called them and told lies, Hold little hope of delivery before xmas now.

Update

Despite the tracking never changing from parcel being prepared by shipper, my order actually showed up a few days ago, this could well be DPD's mess up with Lego seemingly having zero clue as to what was going on.
I'd recommend not emailing if you need customer service they must all be dead or something in the email department (eaten too many plastic bricks?).
I suggest use Facebook as a contact point but don't have any expectations of them saying anything useful although they are very polite.

Checkout process failed on the website but charged my credit card twice! Support unavailable on the weekend. Called the Monday, said they "should" get my money back in 48 hours, and then their resolution was, do I want to pay for it again over the phone to place the order!

Just like a lot of the other reviews on here, I have had an awful experience with ordering from the Lego website and would highly recommend others to avoid doing so. The Aquaium set for £400 was in-stock and 2-3 day delivery, so I ordered it. It came with two free items. These items (neither of which I actually wanted) arrived in 2 days. The expensive set that I did order has not arrived 8 days later. The DPD tracking states that the order is "being processed" and nothing more. The online chat told me to expect it in a couple of days (this was 6 days ago now) and I have sent them two enquiry forms, neither of which have been responded to. I will have to ask for a refund, but reading other reviews, it seems that will be unlikely to be processed, and then take it up with my credit card company. Not what you would expect for such a big company, and I will never buy from Lego again.

Really bad experiance yesterday. Had a great lady serve me in store manchester arndale however wasnt able to use my points as was told i had 13 pounds i bought another product but they said I had to confirm my email i did this but had multiple issues with website. Was then told need to register as a lego insider before can use my points tried this but website glitch which staff member saw didn't allow me to scroll down and complete details to move forward i had to buy the product at full price in the end due to legi website fault.
I then tried to email my complaint on lego website and that kept giving me an error after completing my complaint details and was unable to submit a compliant.
I tried talking to a live chat person bit waited for too long to get a response that i missed when they joined.
Its disappointing as me and my children love lego but not being able to do something as simple as use points I built up then what's the point of the system and then not to be able to raise my concerns to lego directky is even worse!
3 starts just because the lady was so nice in store.

expensive and very poor quality and design.

Ordered a birthday gift for my lovely wife, and the delivery dates noted were 2-4 working days. After 8 days and 5 working days out of the it's not only not delivered, but even not sent yet!! What the hell is going on there. No help, no compensation, not even any nice message - just some scripted answer with list of all positions, that I DIDN'T RECEIVE!

Ordered a set on back order. Firstly the money was refunded and taken again once the item was back in stock- I found this frustrating as I had no idea when the payment was going to be taken again. I received a dispatch email and regularly checked but there was no movement on tracking. Lego blamed DPD systems being down, DPD say they don’t have the item. Eventually asked for a refund which still has not been received or, according to my Lego account, even actioned. Chased this with customer service and was assured the refund was being processed but still hasn’t been done.
I will never purchase directly from Lego again. A complete shambles of a company hiding behind people’s love of their products.

I know how children love lego toys, recnetly I built a lego start wars set with my nephew, the best two hours of my week. Instructions were easy to understand in the box, and even the details were nice. It might be pricey for toys, but still pure joy when you’re giiving emotion to a child.

Unlikely to buy from Lego website again as their refund times for returned items is awful. They've had my returned Lego set for 10 days now and haven't yet acknowledged it's arrived with them. The tracking shows it's there and I've contacted them via live chat twice but yet I'm still waiting.

Expected better from a company like Lego.

Giving 1 srar as no option of 0 very rude customer agents who give misleading information and lies cut you off chats and hild onto your money dispite cancelling order due to moving shipping dates

Update (13-12-2025): Had a friendly email from customer services offering tracking info. The email made me feel hopeful, but 2 weeks later the calendar finally arrived despite having paid for express delivery.
The order is still marked as 'Just placed' on the account and there's no option to return and ask for a refund because that is also still greyed out.

I therefore stand by my recommendation to avoid ordering from here.

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Ordered a Lego Friends advent calender for my daughter two days ago. Payment was taken but I received no estimated delivery date or tracking number and still the order is sitting as 'Just Placed' and "may take a few minutes before it is ready".

I contacted them to find out why my order seems to be stuck and to politely ask if they could at least let me know a rough estimate of when it was likely to be dispatched but had no reply from them.

There is no way to cancel the order, despite their own help section saying how to do this because the button to manage my order is greyed out for no apparent reason.

My daughter is profoundly autistic and what began as something exciting for her became distressing because she doesn't understand why nothing is happening and thinks it has been forgotten and won't come.

I ended up ordering from a small business selling the same calender this morning and unlike Lego, they dispatched immediately and the order I placed with them will be here tomorrow morning.

As soon as I can, I will be cancelling this order and I will not be ordering from Lego again.

Hi, I wanted to leave a bit of feedback about the recent Star Trek Enterprise promotion.

I understand now that the Shuttlepod gift was “one per household,” but this wasn’t shown anywhere on the product page, in my basket, or during checkout. I only discovered the limit after placing my order and then contacting customer service.

Because I purchased two large qualifying sets in one order, I assumed it would be one gift per set (as in many previous LEGO promotions). The T&Cs being hidden on a separate page made it very easy to misunderstand.

I’m not looking to dispute the decision, but I wanted to let you know that the visibility of the promotion terms could be clearer on the product page itself. Adding a simple line like “Limit 1 gift per household” next to the promotion would avoid confusion for a lot of fans in the future.

Thank you for passing this feedback on.