They're fine with taking it back because the price only goes up! WHY would you give it back?!?? You have lost millions, possibly BILLIONS of dollars by returning the set. 'Tis a shame... Keep your day job, you'll need it with that kind of blunder. However, me, an intellectual will keep investing in the high IQ investments (Lego and NFTs) and riding the markets TO THE MOON! 🚀🚀🚀
I bought some Mould King on Amazon and one piece was missing. Contacted the Mould King support, they where super friendly and even ask if I want more parts for free, so a gave them my list, even parts that wasn't contained in the set, and two weeks later, a small box with the missing piece and nearly all 30 bricks on the list.
I ordered the Police Station modular online day 1. Received in a squished outer box. I took a photo. Opened the outer box to find the modular box squished and a few loose pieces in the outer box. Took another photo. I immediately emailed Lego Customer Service with the photos attached. They called within 5 minutes of receiving the email and asked me if I would like to return the set for an exchange or full refund. I explained to the very nice lady that I would like to keep the set but wanted Lego to know that part of the experience of Lego is opening a pristine box. She then let me know that she would add $50.00 in VIP points to my account for the trouble. Immediately after the call ended, I ordered a second copy using the added VIP points. Lego Customer Service is second to none. BTW, the first set turned out to be complete. No missing pieces.
I was in a Lego store in Canada and, oddly, their entire PAB wall was empty for some kind of renovation . . . a clerk noticed my disappointment and straight up gave me all the turquoise pieces from the Lego Bookstore (from a damaged or display set in the backroom). I was gobsmacked. Most businesses treat you like you're not worth spitting on.
This is true, because official LEGO store knows the value of any set, and it is very common in Danish return culture. Also because they know it means you will be purchasing again from them, so it earns them more in the end.
Exactly, but even within that I wouldn't be surprised if they'd have a +90% profit margin on items purchased from their own site or stores and probably something like 80+ for third party vendors. So I doubt they even lose any profit on just giving people a full refund on sets purchased off-site when they give you a gift card for their own site back especially on their expensive sets.
@@relo999 most likely. I seem to recall that stores get a 20% margin on a sold item. It is pretty low, but the brand attracts customers. However it still makes no difference on the turnover for the company, however it makes a huge difference on costumer satisfaction, and repurchase.
I didn't know about this return policy. Good to know. I have called LCS before for other things such as random questions, follow-up on orders, and a couple times to report broken or missing pieces. The people I talk to are always super friendly and knowledgeable. In the latter cases, I was sent replacement pieces without any issue/difficulty, and got them in about a week. LEGO's *service* is definitely one of the things that keeps me a loyal customer.
@@NewBrickerton I've done it a couples times over the years. One package I'd ordered from LEGO arrived damaged and the polybag inside was opened, and missing a few pieces. I also had a LEGO website Pick-a-Brick order that was missing two pieces. And then once I ordered a Star Wars ship, and the cockpit canopy had a horrible scratch across it. In all cases, parts were replaced without any problem.
Whatever Lego's faults, I can also attest that their customer is generally excellent. The only time I ever had a negative experience was when they cancelled an order without telling me because I accidentally exceeded a quantity limit of 2 on a particular set across multiple orders. And that meant everything else in that order was mysteriously cancelled without notification or explanation. They should have contacted me first, but they did apologize and issue a VIP points credit, iirc. Usually, if you have a problem or issue, they'll solve it quickly and politely and actually act like they value your business. (Which they should with their crazy prices :D )
Yes! They have amazing customer service to an extent! If you order pab pieces and are shorted Don't call them if it happens more than once! Or if you some how purchase more than one set that is missing pieces be careful of that as well! At their discretion they can deny you even making purchases from there website and the only thing you can use your points for is saving money at an actual Lego store if you're lucky enough to live close to one! Otherwise you're out of luck! I have heard they won't even ship to the same address ever again once it's been flagged! And there is NO appeal process for this!! So yeah they are great until they're not!
My only experience with TLG customer service was a couple years ago. My Star Wars advent calendar had a damaged piece. The helmet for the scout trooper looked like it was chewed on. I simply went on the website, entered my information, and they sent the new parts. No problem.
Many many years ago (possibly even before Bricklink) I was pulling out my stored collection to share with my son, who was just old enough to begin enjoying LEGO. My favorite Space Police Set (Galactic Mediator) was missing several pieces, including most of the rocket pods. I called CS and they took the time to figure out each and every piece I needed (mind you this was long before instructions catalogued each part). They mailed me the pieces for free, in spite of my repeated offers to pay for the parts and shipping. In reality, LEGO has always been a premium product. I’m glad they still have premium CS.
People have no idea how expensive robust customer service is for a business. The personnel, dedicated resources and variety of situations are a huge challenge to support. It's one of the reasons why LEGO is so expensive when rivals are producing similar quality of bricks.
I had to get in touch with Lego customer services just this last week as I bought a set (Peugeot 9X8) that when opened, it was missing two complete bags of parts. Not wanting to return for a refund (because I got it for a very good price) I sent an email to Lego asking if they could help and 36 hours later, I had an email from Lego Customer Services asking me for a list of some of the missing parts from each of the bag numbers so they could work out which bags were missing - another email to send the details, including a couple of photos of the box, receipt, and what bags I had and a further 36 hours later, I received an email confirmation of the parts they were organising for me to be dispatched, which were then posted out a few days ago (just waiting for them to arrive). Had I returned the set to the store I bought it from, it would more than likely have ended up being disposed of into the bin because they couldn't resell it, so I am thankful for Lego being good enough to help out with the missing pieces. And I saved myslef a good chunk of cash in the process.
I haven’t technically returned a set, but I have done an exchange of a gifted set without a receipt at a store for a set of equal or greater value. Lego CS is the best there is. Another tip; If you have a damaged box in the store or by delivery, you can request some Insider Points as compensation or do an exchange for a better box.
In my country sets in retail can be a lot cheaper than at Lego shop at home. Especially if they're on sale. So there could unfortunately be a potential exploit of this system. I just hope people don't do it, I hope people have some basic decency not to ruin all the good things. I know there probably are many cases of people exploiting Lego's good customer service which is unfortunate, but I think Lego understands the cost of their great customer service only benefits them in the long run. They have built such a strong brand image and quality standards that even though there are good quality "copycat" building sets out there, they just can't compete with Lego. However, I've experienced some drop in quality with Lego pieces recently. Mainly just mold marks on some pieces that is very noticeable. Also, for the first time ever I had a missing piece in my Lego set. Yes I've had missing pieces before, but those have been my own fault and I've found them later after very careful search. This time the piece was definitely missing and thankfully due to Lego's great customer service I was able to get it within a week and I was able to finish my Galaxy Explorer build. I just hope Lego does not continue with this trend of having mold marks and missing pieces, because quality is their biggest advantage.
A guess I have for the 90 day return policy is to refund the exact amount spent with a receipt or some sort of verification. Without it they may just "refund" for a lower amount, depending on what the set is "worth". Ie if original MSRP was $80 but they're on clearance right now for $60, without a receipt you'd probably get a refund based on the $60 price. Still amazing that they'd "refund" things not purchased through their store. Maybe if it's a set they haven't sold within the past three or four months they wouldn't accept it?
Some others have voiced this concern, but the e-gift card has to be linked to your LEGO account so if you were doing it so much that they cared I'm sure they would stop you
Ordered LEGO Sets online as Christmas gifts for my nephews a year ago. They could not send everything i had ordered and canceled part of my order 2 weeks later. It took me 4 (FOUR!!!) months (yes months, not weeks) of writing back and forth with the costumer service until they finally sent me back the money i had already paid but never received items for because they canceled part of my order. And no apologies either ... costumer service? 🤣🤣🤣
So theoretically you could get a set from a 3rd party like Costco for a decent discount and end up profiting by returning to Lego? I love that Lego offers this return policy, I had no idea they did, but I feel it could definitely be abused by someone willing to put in the work
Definitely... I'm hoping they have safeguards in place. I don't want people to try abusing the policy to make a profit. Maybe should've mentioned that in the video. But definitely thought it was helpful enough to talk about.
i believe the reason for this is the unique way they do their business with retailers. LEGO's prices are supposed to be price locked and only what LEGO says they should be. With lots of retail, the retailer will buy the product, and they will mark it up in order to turn a profit. With LEGO, they send the sets at wholesale prices and expect them to have the prices that LEGO has determined. they also expect retailers to follow other rules, release dates, when to do sales, etc therefore, this maybe limits the risk of people turning a profit by buying from retailers, since its designed to be a system that largely bypasses the retailer entirely. This is how i understood it from my time working at the company
Also, it could be because i told them i worked for them at one point, but one time had a package thief take my LEGO porche off my porch, and they sent me a new one free of charge. Im glad they did since that was probably a suspicious call, and i certainly didnt expect them to send me another
That's the case for most good though and most don't have such return policy. However I suspect it's due to the high profit margin on a given set as lego is essentially just a bunch of injection molded plastic, which is dirt cheap to produce. I highly doubt they'd even lose any profit from a sale if they give away a giftcard equal to the value of the product as long as it's for their own online store (where profit margins are higher than their third party sellers).
reliable product!? i’ve been the most unlucky, missing pieces all the time, in correct instruction and power quality bricks. it’s not like how it used to be to be.
This system seems easy to abuse. What’s stopping someone from buying a set for really cheap from Walmart, Target, etc. and then returning to to Lego for full price. Or worse what happens if someone steals a sealed set and tries to return it.
Unfortunately I don't have much more info than what I presented in the video from my experience. Hoping that others will chime in to help answer your question! I would assume this policy is meant to be reasonable, so if you were doing it all the time they may have a concern, but if you just do it when you need to they will work with you.
I purchased Lego Vespa 40517 and upon completing the build I notice I missed out 1 sticker, I contacted Lego via email, no further question ask they send to me the missing part in just 2 weeks time , truly awesome 😊
They sent me the shipping label, I just had to take it to the UPS store. Shipping was free, but, I had to buy a box from UPS for them to ship it in. So technically it ended up costing me about 6 bucks.
No, LEGO some has some of the WORST customer service ever. They cancelled my account and wouldn’t even explain why. I called them multiple times to find out, and all I was told: “We can’t tell you because it is a privacy issue, and we take privacy seriously”. So, you can’t tell me why you cancelled my account because of privacy?! It makes ZERO sense. I spoke to every “senior manager” I could, and nobody explained anything to me.
They're fine with taking it back because the price only goes up! WHY would you give it back?!?? You have lost millions, possibly BILLIONS of dollars by returning the set. 'Tis a shame... Keep your day job, you'll need it with that kind of blunder. However, me, an intellectual will keep investing in the high IQ investments (Lego and NFTs) and riding the markets TO THE MOON! 🚀🚀🚀
Can you teach me to invest in NFTs???
I bought some Mould King on Amazon and one piece was missing. Contacted the Mould King support, they where super friendly and even ask if I want more parts for free, so a gave them my list, even parts that wasn't contained in the set, and two weeks later, a small box with the missing piece and nearly all 30 bricks on the list.
Very nice!
I ordered the Police Station modular online day 1. Received in a squished outer box. I took a photo. Opened the outer box to find the modular box squished and a few loose pieces in the outer box. Took another photo. I immediately emailed Lego Customer Service with the photos attached. They called within 5 minutes of receiving the email and asked me if I would like to return the set for an exchange or full refund. I explained to the very nice lady that I would like to keep the set but wanted Lego to know that part of the experience of Lego is opening a pristine box. She then let me know that she would add $50.00 in VIP points to my account for the trouble. Immediately after the call ended, I ordered a second copy using the added VIP points. Lego Customer Service is second to none. BTW, the first set turned out to be complete. No missing pieces.
That's amazing!
I was in a Lego store in Canada and, oddly, their entire PAB wall was empty for some kind of renovation . . . a clerk noticed my disappointment and straight up gave me all the turquoise pieces from the Lego Bookstore (from a damaged or display set in the backroom). I was gobsmacked. Most businesses treat you like you're not worth spitting on.
Hahaha that's random and amazing. I'd definitely take some free pieces of any kind
This is true, because official LEGO store knows the value of any set, and it is very common in Danish return culture.
Also because they know it means you will be purchasing again from them, so it earns them more in the end.
Exactly, but even within that I wouldn't be surprised if they'd have a +90% profit margin on items purchased from their own site or stores and probably something like 80+ for third party vendors. So I doubt they even lose any profit on just giving people a full refund on sets purchased off-site when they give you a gift card for their own site back especially on their expensive sets.
@@relo999 most likely. I seem to recall that stores get a 20% margin on a sold item. It is pretty low, but the brand attracts customers.
However it still makes no difference on the turnover for the company, however it makes a huge difference on costumer satisfaction, and repurchase.
I didn't know about this return policy. Good to know. I have called LCS before for other things such as random questions, follow-up on orders, and a couple times to report broken or missing pieces. The people I talk to are always super friendly and knowledgeable. In the latter cases, I was sent replacement pieces without any issue/difficulty, and got them in about a week. LEGO's *service* is definitely one of the things that keeps me a loyal customer.
Good to hear! I've never contacted them for replacement parts, but definitely heard good things about it.
@@NewBrickerton I've done it a couples times over the years. One package I'd ordered from LEGO arrived damaged and the polybag inside was opened, and missing a few pieces. I also had a LEGO website Pick-a-Brick order that was missing two pieces. And then once I ordered a Star Wars ship, and the cockpit canopy had a horrible scratch across it. In all cases, parts were replaced without any problem.
I was missing some pieces on the UCS benatar so I called LEGO and they sent them right away! Honestly probably a 10/10 experience
That's awesome. Seems like they are doing it right!
Whatever Lego's faults, I can also attest that their customer is generally excellent. The only time I ever had a negative experience was when they cancelled an order without telling me because I accidentally exceeded a quantity limit of 2 on a particular set across multiple orders. And that meant everything else in that order was mysteriously cancelled without notification or explanation. They should have contacted me first, but they did apologize and issue a VIP points credit, iirc. Usually, if you have a problem or issue, they'll solve it quickly and politely and actually act like they value your business. (Which they should with their crazy prices :D )
Yes! They have amazing customer service to an extent! If you order pab pieces and are shorted Don't call them if it happens more than once! Or if you some how purchase more than one set that is missing pieces be careful of that as well! At their discretion they can deny you even making purchases from there website and the only thing you can use your points for is saving money at an actual Lego store if you're lucky enough to live close to one! Otherwise you're out of luck! I have heard they won't even ship to the same address ever again once it's been flagged! And there is NO appeal process for this!! So yeah they are great until they're not!
The delivery service screwed up and send my Bricklink Designer Set back to Lego. Their customer service said they can not send it again.
My only experience with TLG customer service was a couple years ago. My Star Wars advent calendar had a damaged piece. The helmet for the scout trooper looked like it was chewed on. I simply went on the website, entered my information, and they sent the new parts. No problem.
Easy peasy!
Many many years ago (possibly even before Bricklink) I was pulling out my stored collection to share with my son, who was just old enough to begin enjoying LEGO. My favorite Space Police Set (Galactic Mediator) was missing several pieces, including most of the rocket pods. I called CS and they took the time to figure out each and every piece I needed (mind you this was long before instructions catalogued each part). They mailed me the pieces for free, in spite of my repeated offers to pay for the parts and shipping.
In reality, LEGO has always been a premium product. I’m glad they still have premium CS.
People have no idea how expensive robust customer service is for a business. The personnel, dedicated resources and variety of situations are a huge challenge to support. It's one of the reasons why LEGO is so expensive when rivals are producing similar quality of bricks.
I had to get in touch with Lego customer services just this last week as I bought a set (Peugeot 9X8) that when opened, it was missing two complete bags of parts. Not wanting to return for a refund (because I got it for a very good price) I sent an email to Lego asking if they could help and 36 hours later, I had an email from Lego Customer Services asking me for a list of some of the missing parts from each of the bag numbers so they could work out which bags were missing - another email to send the details, including a couple of photos of the box, receipt, and what bags I had and a further 36 hours later, I received an email confirmation of the parts they were organising for me to be dispatched, which were then posted out a few days ago (just waiting for them to arrive). Had I returned the set to the store I bought it from, it would more than likely have ended up being disposed of into the bin because they couldn't resell it, so I am thankful for Lego being good enough to help out with the missing pieces. And I saved myslef a good chunk of cash in the process.
Been saying this for years about their customers service if all companies would do the same it would be peace on earth
I haven’t technically returned a set, but I have done an exchange of a gifted set without a receipt at a store for a set of equal or greater value.
Lego CS is the best there is. Another tip; If you have a damaged box in the store or by delivery, you can request some Insider Points as compensation or do an exchange for a better box.
Lego customer service is great. This is an interesting aspect of their policy.
In my country sets in retail can be a lot cheaper than at Lego shop at home. Especially if they're on sale. So there could unfortunately be a potential exploit of this system. I just hope people don't do it, I hope people have some basic decency not to ruin all the good things. I know there probably are many cases of people exploiting Lego's good customer service which is unfortunate, but I think Lego understands the cost of their great customer service only benefits them in the long run. They have built such a strong brand image and quality standards that even though there are good quality "copycat" building sets out there, they just can't compete with Lego.
However, I've experienced some drop in quality with Lego pieces recently. Mainly just mold marks on some pieces that is very noticeable. Also, for the first time ever I had a missing piece in my Lego set. Yes I've had missing pieces before, but those have been my own fault and I've found them later after very careful search. This time the piece was definitely missing and thankfully due to Lego's great customer service I was able to get it within a week and I was able to finish my Galaxy Explorer build. I just hope Lego does not continue with this trend of having mold marks and missing pieces, because quality is their biggest advantage.
Looks like I know what I’m doing now with some of my unopened sets! 😂
Let me know if it works out :D
A guess I have for the 90 day return policy is to refund the exact amount spent with a receipt or some sort of verification. Without it they may just "refund" for a lower amount, depending on what the set is "worth". Ie if original MSRP was $80 but they're on clearance right now for $60, without a receipt you'd probably get a refund based on the $60 price.
Still amazing that they'd "refund" things not purchased through their store. Maybe if it's a set they haven't sold within the past three or four months they wouldn't accept it?
I feel like you can easily taken advantage of. Like if you find something on sale you can buy it and then churn it for return credit.
Some others have voiced this concern, but the e-gift card has to be linked to your LEGO account so if you were doing it so much that they cared I'm sure they would stop you
Ordered LEGO Sets online as Christmas gifts for my nephews a year ago. They could not send everything i had ordered and canceled part of my order 2 weeks later. It took me 4 (FOUR!!!) months (yes months, not weeks) of writing back and forth with the costumer service until they finally sent me back the money i had already paid but never received items for because they canceled part of my order. And no apologies either ... costumer service? 🤣🤣🤣
So theoretically you could get a set from a 3rd party like Costco for a decent discount and end up profiting by returning to Lego? I love that Lego offers this return policy, I had no idea they did, but I feel it could definitely be abused by someone willing to put in the work
Definitely... I'm hoping they have safeguards in place. I don't want people to try abusing the policy to make a profit. Maybe should've mentioned that in the video. But definitely thought it was helpful enough to talk about.
I’m sure if they were giving e cards enough to one insider or email, it would get flagged.
i believe the reason for this is the unique way they do their business with retailers. LEGO's prices are supposed to be price locked and only what LEGO says they should be. With lots of retail, the retailer will buy the product, and they will mark it up in order to turn a profit. With LEGO, they send the sets at wholesale prices and expect them to have the prices that LEGO has determined.
they also expect retailers to follow other rules, release dates, when to do sales, etc
therefore, this maybe limits the risk of people turning a profit by buying from retailers, since its designed to be a system that largely bypasses the retailer entirely. This is how i understood it from my time working at the company
Also, it could be because i told them i worked for them at one point, but one time had a package thief take my LEGO porche off my porch, and they sent me a new one free of charge. Im glad they did since that was probably a suspicious call, and i certainly didnt expect them to send me another
That's the case for most good though and most don't have such return policy. However I suspect it's due to the high profit margin on a given set as lego is essentially just a bunch of injection molded plastic, which is dirt cheap to produce. I highly doubt they'd even lose any profit from a sale if they give away a giftcard equal to the value of the product as long as it's for their own online store (where profit margins are higher than their third party sellers).
sounds like something thieves would use 9.9
They gave you store credit and not money back, if i understood you correctly.
That's correct.
reliable product!? i’ve been the most unlucky, missing pieces all the time, in correct instruction and power quality bricks. it’s not like how it used to be to be.
This system seems easy to abuse. What’s stopping someone from buying a set for really cheap from Walmart, Target, etc. and then returning to to Lego for full price. Or worse what happens if someone steals a sealed set and tries to return it.
I was thinking the same. Sadly, there are people who would do that.
If you do it too often they'll flag you and block you from returns like many retailers do for return abuse.
@NatashaEstrada same with missing or broken pieces if you report it too much you get banned so be careful
Can you theoretically buy the sets at a wholesale for like -30% and then return it for the full retail price?
Is there a yearly dollar limit?
Unfortunately I don't have much more info than what I presented in the video from my experience. Hoping that others will chime in to help answer your question!
I would assume this policy is meant to be reasonable, so if you were doing it all the time they may have a concern, but if you just do it when you need to they will work with you.
DOES IT WORK IN UK???
As far as I know. I don't know that it's location specific.
I purchased Lego Vespa 40517 and upon completing the build I notice I missed out 1 sticker, I contacted Lego via email, no further question ask they send to me the missing part in just 2 weeks time , truly awesome 😊
Did they cover the shipping cost?
Looks like that's a yes, based on the dialog at 3:56
They sent me the shipping label, I just had to take it to the UPS store. Shipping was free, but, I had to buy a box from UPS for them to ship it in. So technically it ended up costing me about 6 bucks.
No, LEGO some has some of the WORST customer service ever. They cancelled my account and wouldn’t even explain why. I called them multiple times to find out, and all I was told: “We can’t tell you because it is a privacy issue, and we take privacy seriously”. So, you can’t tell me why you cancelled my account because of privacy?! It makes ZERO sense. I spoke to every “senior manager” I could, and nobody explained anything to me.
Still gotta request two small bricks that they didn't add to the sets I bought