The LEGO Group Reviews 1,771

First time here and we was disappointed

What kind of family place is this we had never thought it would of been bad staff was just rude the pizza place was just horrible waste of money we had planed to take a day out in London but kids wanted Legoland lego shop your lady needs some words of saying thank you then shaking your head at everyone

Just go over to BlueBrixx

I was given an expensive Batmobile as a Fathers Day present. When I started the build I found the kit was missing two of the same parts. I ordered thru Legos replacement parts online process. I then received a confirmation that my missing part was on its way to which I responded and confirmed again that I needed two parts not one. 12 days after ordering the parts one part only arrived.

I contacted Customer Services and 48 hours later got an apology and confirmation that the other part had been reordered. 1 week later I chased the part and was told there is only one delivery process for new parts and now another 14 days on Im still waiting for the missing part.

Absolutely hopeless and my kit will now gather dust in the loft as I cannot be bothered to try again.

Subject: Disappointment with refund process – orders T462665299 and T463489560

Dear LEGO Customer Service,

I have been a loyal LEGO fan for many years, especially of the Harry Potter collection. On March 17, 2025, I finally ordered my dream set, Gringotts Wizarding Bank (order T462665299), and I was thrilled. Two weeks later, I was so excited that I ordered another set (T463489560) as a gift for my sister.

Unfortunately, unexpected financial issues (a car breakdown) forced me to return both sets. I followed all instructions, and the sets were shipped back via DHL. This marked the beginning of almost four months of stress and frustration.

LEGO initially claimed the first set had never arrived, even though DHL provided proof of delivery to your warehouse.

The second refund took a long time – ordered on April 2, money received on May 22.

The first refund was only processed after countless emails and hours on the phone with your support and DHL. I finally received my money on June 30, 2025, more than three months after returning the set.

During this time, interest charges accumulated on my credit card, and the whole situation caused financial stress and arguments at home. I have always loved LEGO and have been collecting for years, but this experience almost made me lose that joy.

In the end, I expected at least an big apology or a token of goodwill since the mistake was clearly not on my side. Unfortunately, I never received either.

Sincerely,
Martin

Mould king is waayyyyyy better and well priced. Lego is a scam especially legoland

Had a set arrive with a broken part due to a delivery driver mishandling the parcel. Was sent a replacement part free of charge and wasn't asked for any further info. I appreciate that.

I contacted Lego because my son had lost the arms of his Lego Mario although it took a bit of time after initial very speedy response they kindly found replacement arms and sent them out to us free of charge I’m super impressed Thankyou Lego team

I never thought I’d have to leave a review like this for a brand I’ve respected since childhood, but LEGO has completely let me down.

First, I tried placing a regular order on LEGO.com using my own U.S. address and American bank card - and it was soon cancelled without explanation. I figured maybe the payment was the issue, so I went to a physical LEGO Store and bought official LEGO gift cards.

I then tried ordering again using only the gift cards. The order was canceled again. I contacted customer service, and they restored the balance on the gift cards, but when I placed another order, it was canceled again.

This process repeated multiple times:
Order → canceled → balance restored → order again → canceled again.

Eventually, LEGO sent me a generic email saying they’ve permanently blocked me from placing any future orders. No warning. No clear reason. No actual explanation.

Now, even though I hold a valid LEGO gift card, I can no longer use it - because LEGO has completely banned my account from ordering on their site. So my money is basically trapped.

I understand that companies have fraud prevention systems, but how can a legitimate customer, using official LEGO gift cards purchased in a real store, be denied service entirely without explanation?

I’ve contacted support multiple times, and the responses are robotic and dismissive.

I’m not naive - I don’t expect this review will change LEGO’s policies, or that a global brand like this will ever admit fault. But I’m writing this so that fans of LEGO and future customers understand:

LEGO may claim to be customer-friendly, but in reality, even if you do everything right, they can still treat you poorly without reason, without recourse.

I’m disappointed, frustrated, and honestly hurt that a brand I trusted since childhood now treats loyal customers this way.

Love my Tuxedo cat so much, hadn't done Lego for years ,but really enjoyed building it.Only tiny issue ,took me ages to work out why they wanted 2 pieces where his mouth goes, didn't understand it was a either or choice.But overall brilliant.

I had an issue to resolve and the operator called tulli was beyond helpful, she was soo kind and had such a positive attitude.

Perfect experience and great customer service. I was missing some bags from my technic and without fuss lego was kind enough to send a replacement free of charge and without fuss LEGO great customer attention. I was amazingly surprised!

Disappointing experience: unclear offers and poor service.
I tried to take advantage of a promotion that was clearly listed, but when I reached out, support denied it was active despite it still being shown. Staff were unhelpful and didn’t seem aware of current offers. I ended up canceling my purchase and will be buying elsewhere. Disappointing experience overall.

We have bought many Lego sets over the years and have been very happy with the service and products. When we recently discovered we had 'lost' the miniture R2D2 from our 50th anniversary R2D2 model, we contacted Lego to see if we could purchase a replacement. A couple of weeks later, the parts came in the post...no charge! Excellent service. We are very happy R2D2 is complete again.

canceled my order for a weird reason

To make sure that your details aren’t shared with a third party and your parcel gets to you safely, we don’t send orders placed with freight forwarding or third-party shipping addresses.

Ordered £150 worth of Lego June 10th, advised 2 to 4 days delivery, this has come and gone and the shipment hadnt arrived. The tracking information states delivery customs cleared June 12th but has not moved since.
Aware its only one day later than the 4th working day, but the issue is the invisibility of being able to contact anybody at Lego. Its disgusting that companies can take your money and then avoid you. These items are likely to miss the birthday they were bought for now and ill have to buy different gifts elsewhere.

Had a difficult time getting in contact with customer support after several sets I bought came with missing pieces

Online order returned. Promised a refund within 3 working days 2 weeks ago. Now no replies. Had to raise a charge back with my bank.

Always had a good experience with this company, sets come in great condition and customer service is friendly and welcoming in every store. Cannot complain about this company.