The LEGO Group Reviews 1,771

Lego, belongs with Rakuten for cash back. However lego won’t provide all your orders to Rakuten, had this problem before, lego provided Rakuten with the information, all was great. This time it´s “Oh we can’t do that Rakuten has to request the orders, well they did, some were not accepted, for no reason”, when you ask why they won’t give you a reason. Lately with lego this problem, orders take much longer to receive, a lot more damaged products, I’ve been told that they won’t entertain replacing products that are received damaged, obviously changing carriers fedex to ups, to save a few dollars did’t work out so well. I think I need to change hobbies that has less stress to deal with.

Worst experiences with constant missing pieces, Lego boxes arriving damaged, customer service make you feel like you’re the problem when you do call to complain and have even been told to go buy my Lego from other retailers! My bad experiences with Lego online store is endless. Most expensive hobby in the world that I used to love now it’s left a sour taste in my mouth. Lego online is awful.

Absolutely terrible service from Lego Sheffield Meadowhall. Girl called Alexandra/Aleksandra was extremely rude. Shop here loads, never seen her before, won't shop here again. Full details of complaint sent to Head Office.

Theives and scammers, at Lego they have a point system where if you spend money you earn points i never knew this but if you don't use them in a certain time frame they delete them from your account! They are my points i earned with my money! i should be able to use them when i am ready and have the money available, this was quite a while ago this happened and i think it is vile all those points i saved up just gone like that! I do not buy lego anymore because of this and it is far too expensive i wish everyone would stop paying their outrageous prices it is crazy, How people afford these sets for kids i have no clue.

Went to Lego Beijing Wangfujing store to request for Lego Passport but was told to purchase min RMB 99.00 to get it for free?

Search on web, Lego passport is given free to customers but why I need to buy min RMB 99.00 to get one?

Disappointed with sub standard of Lego store, maybe I’m a tourist so they want me to buy something to boost their store sales

Always a great experience: highly user-friendly and interesting website, fast shipping and delivery, keeps you informed about the progress of your transaction, and customer support is always quick to reply.

Once again, you failed to include all the parts in your construction set. My child was very upset. I will share my angry opinion about you and your company here, as well as on other review platforms. We bought your official product in Ukraine, Zaporizhzhia, at 1b Zaporozhska Street, at the BUDINOK IHRASHOK store. There were no stickers inside, and my son cried. This is not the first time this has happened with your products. Yours is the most expensive item on the shelf, but the quality is the worst. You show a careless attitude toward your customers.

I tried to go to the missing parts page on your website from Ukraine, but it said that such a page does not exist. My child lives under daily Russian shelling and finds small joys in toys. And in this moment, you let him down by not providing a way to order just the stickers. “Thank you so much.” This is how you support Ukrainian children during wartime. Truly invaluable. The store refused to give me a refund for this item. They pointed out that you do not accept returns. May you be as fortunate as my child is. With no respect for such irresponsible work,
Alex

1/5 – Never again.

The worst customer service I’ve ever experienced.
On 10/05/2025 at 10:25, Stansted airport I came in with a VALID, active gift card, and the staff member had absolutely no idea what she was doing.
Instead of solving the issue, she started making up absurd stories — like telling me I had to travel to Stratford because she didn’t know how to process it. Are you serious? In 2025?

She couldn’t answer a single question, had zero knowledge, and clearly no interest in helping. I stood there feeling like a fool while she acted like I was the problem.

Instead of a purchase, I got frustration, wasted time, and a total embarrassment from LEGO.

I don’t want anything to do with this company ever again.
Getting my money back is now my priority — and with this kind of treatment, I strongly advise everyone else: stay far away.

That staff member either needs urgent training or shouldn’t be working with customers at all.
LEGO – you’ve completely failed

It has fun things to makes

This is a company that is worthy of 5 stars, anything I have ever ordered has arrived within the time window given, there is never any damage to packages, nor any complaints on price or anything.

Yes it can be expensive, but it's Lego people... it can be expensive.

They also have a really good loyalty scheme which offers genuine points for genuine money off future products.

Safe, and trustworthy, recommended!

I ordered a Lego kit with robotics for my little nephew, and to my surprise, after checking it, it has been returned to the (sender)Lego. They have some issues with the logistics. I contacted customer service, and they are still trying to find out why. (The delivery address is my office; we are always there during operating hours.)

Always a wonderful experience: really clear and engaging website, prompt dispatch and delivery, keeps you updated and informed about the status of your order, and customer service always quick to respond

Poor service. Untrustworthy.

Took money from me only to cancel the order and never process the refund. They just keep your money.

Lego has really screwed me over this past month.

Lego has a 2,1 rating on this site, and its crazy.
Ive been buying lego for a solid 12 years now and have a pretty huge collection (still spend like $300 a year), haven't ever had a problem with them.
I see a lot of review mention missing parts, and I have personally never had that happen to me before, no misprints, no missing sticker or something, no problem ever really, except for a part with a pretty big scratch, took me 3 minutes of asking for it and I got it in week without any problem.
Each set that I buy (is to me) always 4/5 or 5/5 quality wise

Not saying the other reviews are wrong, the 2.1 makes it sound like every other set has missing pieces when to me (with at least 100 sets in my collection) that has never happened

(edit, Im in europe and it looks like my trustpilot is set to the US, I think they have different lego factories so that might be why my experience has always been good while with others not, hope you can keep that in mind when reading my review)

I recently purchased the LEGO Classic 10698 set, and overall, my experience has been fairly good but not without its issues.

On the positive side, the variety of pieces in the set is excellent. With over 700 bricks in a mix of colors, there’s plenty of room for creativity. The quality of the bricks is top-notch, just as expected from LEGO, with no issues like loose connections or cracks. The pieces fit together perfectly, and the building process is satisfying. Whether you're making simple structures or more detailed designs, it's easy to see why LEGO has been a popular toy for years.

However, there are a few things that held me back from giving it a 5-star rating. First, the set lacks specific instructions for building more advanced models. While it's great for free-building, if you’re looking for guidance to create something intricate, this set doesn’t offer enough direction. Also, for the price, I expected a bit more. It’s a fun set, but it feels like I’m paying for the LEGO brand name as much as the actual product. Some other building toys provide similar creativity at a lower cost.

Additionally, although it's marketed as suitable for all ages, younger children might struggle with the smaller pieces, which could be a choking hazard.

In conclusion, LEGO Classic 10698 is a solid set that will spark creativity, but it's not perfect. The lack of more structured builds and the higher price point keep me from rating it higher. Still, it's a good option for casual builders or as a supplement to other LEGO sets.

Bought the McLaren P1 kit and was disappointed to find a key piece missing. Reported via the parts request and 3 weeks on I'm still waiting for delivery and am unable to get any further with the kit. Really disapointing service. Seems once they have your money you go to the back of the queue as far as service goes.

Having bought a Lego Titanic Kit Christmas 23 for my partner. I bought a second Lego Titanic Kit for my partner Christmas 24 so that he could modify it to the Olympic. He ordered parts to modify the Kit in December via the Lego Pick-a-Brick service. This order was over 2000 parts at an additional cost of £200+. After delay after delay with his order and constant excuses by Lego the parts were due for delivery by UK DPD on Friday, 7 March 25 (there was no prior notice before the day the parts were to be delivery), on the day the parts were to be delivered, notification was received from DPD. Because nobody was available to accept the delivery it was rescheduled for today (11 March 24). Today the DPD package was tracked and the site stated the parcel was being returned to Poland. On calling DPD UK the were unable to explain why the part were being returned. On calling Lego they stated they do not allow the redirection / redelivery of parcels to protect customer protection and yes the parts were on the way back to Poland. This is not the first time that there has been some kind delays in excess of 3 or six months in the Lego Pick-A-Brick service. I have spend thousands on Lego products but now disillusioned with the Lego company and won't be purchasing any more. Lego you have blown it!

MISSING PARTS ! Having read other reviews and Lego's response to missing parts lm sending the kit back for a refund. I bought it for my grandchild who was very upset to find parts missing, as am l. I thought Lego was a reliable brand.

I spent nearly $700 on this Titanic set ordered from Lego. The second bag I opened has four missing pieces. I've been ordering these large kits for 6 years and really, customer service response and apparently product quality have gone downhill.

I received a Back to the Future Delorean kit for Christmas (€200). At the end of February it is still not finished. There was a piece missing during the build, which I highlighted on 30/12/2024. To Lego's credit, they shipped the piece for free on 8/01/2025 and I received it 21/01/2025. I continued to build the set on 25/01/2025, when I got stuck again as another piece was missing. I requested it on the same day and I received it exactly a month later on 25/02/2025 (today). I got a bit further with the build, but again, a piece is missing... As I put the pieces back to the box, I also noticed that it says "batteries included". I'm not far enough to know what they are even needed for yet, but I can see, that there are no batteries in my set at all.

This is not a cheap set and after two months it still can't be completed and who knows what else is missing from the remaining part of the build. Every time I get stuck it takes 3-4 weeks until I can continue, just to get stuck again because of more missing pieces.

I don't know what can be done about this. I'm open to options, but this is not acceptable as it is now.