ComplaintsforLEGO Systems, Inc.

• Initial Complaint

  03/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The LEGO company, through the emai* ***********************************, reported my store for intellectual property infringement. I simply used Lego in the title, which is a word already in the dictionary, without adding any references to the brand in the images or the title. My account was frozen on ******, and I requested the removal of the complaint because I had not committed any violation and was willing to not publish the product and cooperate with whatever LEGO needed. However, even after explaining that my livelihood depended on this account, they refused to withdraw the complaint, and my account remains frozen. This is the only issue I've had so far, and I feel very unfairly treated. They don't seem to understand the **********-language ads they are reviewing. I have asked multiple times for them to be removed, but they refuse to respond properly to emails and don't even put the name of the person responding it, so we don't know who we are dealing with. Additionally, I want to emphasize that I am confident that the clients are not confused about this. There was only one client who possibly complained about the packaging arriving damaged, attributing blame to us. He mentioned that his son, who is autistic, didn't want to play because of this. We advised him that it's crucial to inform us of such incidents, so we can exercise greater care and provide extra protection. Unfortunately, he reacted negatively to our advice. I hope you understand that mistakes happen; we've instructed our employees not to make any further mentions related to LEGO or any other brand, and they fully comprehend. Let's move forward together, acknowledging that even in the face of small errors, forgiveness is essential.

  Business response

  03/11/2024

  This complaint is very hard to decipher since the attachments are in *********/ **********, but seems related to a legal matter around a registered trademark and/or copy right infringement in ******?  We are unable to comment on legal cases. 

  Business response

  03/11/2024

  This complaint is very hard to decipher since the attachments are in *********/ **********, but seems related to a legal matter around a registered trademark and/or copy right infringement in ******?  We are unable to comment on legal cases. 

  Customer response

  03/14/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  How do you report violation of property if you don't even know what's written in the ad? That exactly what the answer has shown. They should have asked the people who reported it why did they report it, but instead they prefer to don't help and just answer they dont understand.
  
  Sincerely,
  
  ***** ****

  Customer response

  03/14/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  How do you report violation of property if you don't even know what's written in the ad? That exactly what the answer has shown. They should have asked the people who reported it why did they report it, but instead they prefer to don't help and just answer they dont understand.
  
  Sincerely,
  
  ***** ****

  Business response

  03/15/2024

  The LEGO Group has nothing to add to our earlier response. 

  Business response

  03/15/2024

  The LEGO Group has nothing to add to our earlier response. 

• Initial Complaint

  12/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Every time I placed an order on Lego.*** they just canceled my order without giving me a proper reason. I purchased a Lego set in-store and found out there was a missing part, so I went to their website and requested a replacement for that missing part, they also canceled my order. They have special offer on their website when you make a certain amount of purchase, and it just cancels my order for no reason, I think this is fraud. Because when I contacted their customer service and explained what I had experienced they did not help me resolve this issue and when I asked to speak with their supervisor they refused to do so. The only solution they offer is I can go shop at my local Lego store, which is unacceptable. Why do I need to go to the local store when I can save time and just purchase online? Some Lego sets are only available on their website and I cannot find them in-store or at any other retailer or website. I am a huge Lego fan I like to collect Lego and most of the time I gift a Lego set to my younger cousins for the holidays and their birthday. It is very disappointing that when I want to purchase sets that are only available on their website or whenever they have a special promotion of gift with purchase I am not able to buy it. I am very frustrated to contact their unhelpful customer service team It has been more than a year since my issue has not resolved. That's why I am seeking help from BBB. Thank you

  Business response

  01/03/2024

  After review we decided to give this consumer the benefit of the doubt and they will be able to purchase from us directly again.

  Customer response

  01/08/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ***

• Initial Complaint

  12/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 12/09/2023 I ordered a Lego ******* kit for $727.59 (including tax). I subsequently received shipping confirmation and tracking information. I’m 12/13/2023 the tracking information indicated the item was delivered to my home. On my return to my home that afternoon, I found nothing from Lego. I let them know by chat and by email on 12/13/2023 and on 12/14/2023. On 12/14/2023 they declined my request to replace the kit or refund me.

  Business response

  12/28/2023

  The tracking information we have along with the proof of delivery photo proves the order has been successfully delivered and we are unable to assist any further.

   

  Customer response

  12/28/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Regardless of what the tracking information indicates, the fact is the package and its $700+ contents were not received. 

  If a photo from *** is to be believed, the package was left outside a door at the apartment complex in which I live. It may have been my outside door or it may have been outside another door. In any case, like the other tenants in the building, I do not own or rent the area in which the parcel was allegedly left.

   

  (i.e. The situation differs from leaving a package on a home owner’s or renters’ porch since they own or rent that space.) In this case the package was allegedly left in an unsecured public area and was not at my door when I returned around two hours after *** indicated that it was delivered.

  Lego chose the shipping company (***). They also chose not to insure the package - despite its relatively high value. Nor do they offer an option for customers to opt for insurance. The package that was lost never came into my possession. Accordingly, I seek reimbursement from Lego for the $727.59 I paid in good faith to Lego for a package they never delivered to me.

   

   

  
  Sincerely,
  
  ***** ****

  Business response

  12/28/2023

  We are sorry but are unable to assist this customer any further.

  Customer response

  12/29/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  

  It is entirely without substance. In my previous response I detailed why I reject the assertion that the package was delivered properly. The matter is simple: I paid Legos $700 + for a kit that was either delivered to the wrong address or was stolen from the public area in which it was left. It seems obvious that I am entitled to a refund or a replacement of the kit that did not arrive.

   

   

   

  
  Sincerely,
  
  ***** ****

• Initial Complaint

  12/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I recently ordered three special LEGO sets for Black Friday(***** ***** *****), totaling over 1,343.44,These were gifts for my brother and nephews, who are huge fans of **** **** and LEGO. Given the high value of the order, I expected it to require a signature upon delivery. My house has an open porch and is located in an area where package theft is common. *** delivered the package to my porch on December 4th at 1 PM, but when I returned home at 6:30 PM, it was missing. None of my housemates, who arrived home starting at 5 PM, saw the package either. The delivery proof shows only two out of the three packages. I contacted LEGO by email and phone. A representative advised me to file a claim with UPS, which I did, but it was closed without a solution. *** suggested claiming the insurance, but I can't do that as I wasn't the one who purchased it – LEGO was. When I called LEGO again, the representative couldn't offer a resolution but agreed it was unusual for such a valuable package to be delivered without a signature. It's unfair to lose such a significant amount of money due to this issue. I'm requesting LEGO to provide a fair resolution to this situation.

  Business response

  12/11/2023

  After thorough review we have reshipped the order to our consumer and we are very sorry for the inconvenience! 

• Initial Complaint

  11/30/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On November 26, 2023, I place several orders: ********** and **********. According to their email, my debit card would not be charged until the orders shipped. I received an email stating some items were on backorder/not in stock. They charged my card for $399.99 and $65.86 the same day the order was placed. On November 27th, I emailed Lego asking why they charged me for something they do not have in stock? Alisha from Lego Customer Service emailed back Novermber 28th, stating I was correct in they do not charge until the order ships and it would ship until Decemeber 14th. On November 29th, I get an email with an attached invoice stating they shipped 3 of the items for a total of $270.40. Now, Lego has charged my card 3x leaving me a negative balance in my checking account!!! I emailed Alisha in Customer Service back about this and as of this evening at 6:30pm, she has failed to respond. Obviously, she does not care since it's not her checking account. What should have happened: Lego should have dropped the 399.99 charge and the 65.86 charge and only charged me the 270.40. Lucky for I don't write checks otherwise, I would have been looking at some NSF charges. Which Lego would not have been willing to refund.

  Customer response

  11/30/2023

  I would like to close this case as resolved.

• Initial Complaint

  11/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On November 8 I placed an order on Lego**** for 2 lego sets, the order number is **********. On the same day I got an email that they had shipped my legos, with the following UPS tracking numbers: ******************, ******************. Both of these tracking numbers say that the product was delivered on November 13 at 4:20 PM. The problem arises when I view the tracking and realize that I had not received the products. I then called Lego customer support on November 15, and I was told by the representative that I would receive a full refund which will take 3-5 business days. After 5 business days I had still not received my money back, so I called them again on November 20th and was told that I would get a call back regarding the situation on the same day. I never got a call back, so on November 21 I decided to call again. I was then told that they could not provide me with a refund for the items that I never received.

  Business response

  12/12/2023

  We spoke with this consumer on 11/22. We explained that we are unable to refund or reship this order because of solid evidence that it has been delivered. After careful review we will not change this decision. 

  Customer response

  12/12/2023

  
  Complaint: ********
  
  I am rejecting this response because: I have an email from you guys stating that I have received a refund, then you guys changed your mind afterwards. I have been contacting the courier and they’ve advised me to get in touch with the merchant to resolve this, as they can’t do much. I have not received my items, this is not something I should be punished for. 
  
  Sincerely,
  
  ****** ******

  Business response

  12/19/2023

  This order has been delivered according to our tracking and we are unable to assist any further.

  Customer response

  12/19/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  10/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order: ********** I ordered 2 sets of Lego and decided to return it. ****************** here is the return tracking. Although I dropped it off, it seems like there has been no movement on the package for 3 weeks. I have already contacted Lego chat multiple times and they have so far been unhelpful as well as ups.

  Business response

  10/23/2023

  After reviewing the return in transit, the weight is much lower than the actual weight of the two sets that were purchased / returned. We cannot refund this customer until the return has been received in our warehouse and has been verified.  This customer should reach out to their bank or credit card company to initiate a chargeback if desired

  Customer response

  10/23/2023

  
  Complaint: ********
  
  I am rejecting this response because: weight on label says 5lbs
  
  Sincerely,
  
  ***** ****

  Customer response

  10/23/2023

  Looks like it got lost because they failed to provide correct weight for the package 

  Business response

  10/25/2023

  We are sorry but cannot refund without having received the product back and the weight of the parcel being significantly lower than expected. 

• Initial Complaint

  06/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered for my sons 7th birthday after speaking to a rep and realizing we can't afford the educational robotics set to buy a hub remote and lights. My son has been 3 year lego obsessed, and after taking lego robotics classes he wanted to step up. So I was very excited to get this for his birthday. Unfortunately the items come with no instructions and there are none easily accessible on the site. I tried calling but it was training day. I emailed and waited for a response. When I got the response days later it was useless. I emailed again I tried chatting but chat doesn't work. Long story short over the last couple weeks I have sent atleast 10 plus emails only some are responded to, but they only kind of help tell me to write back for more help then don't correspond. I have tried calling 4 days and phones weren't working each of those days. I have tried tweeting repeatedly only to be ignored or responded to then ignored. Every one gives different advice and fails to follow up. Every one has failed to help and now my son literally gave up and lost his passion for lego. So the thousands I have spent on lego down the drain and the worst part he dreamed about being a lego builder now hasn't touched lego in over a week after years of daily use.

  Business response

  07/03/2023

  we spoke with this consumer, explained our products and helped them on their way with a little extra!

  Customer response

  07/03/2023

  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** ********

• Initial Complaint

  05/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have returned 2 Lego sets back to Lego and the agent told me in written form that in 2-3 weeks, I would get my money back, it's been almost a month and they said it might take 5-6 weeks now. Would like this issue to be resolved faster as the promised timeline is passed. And the supervisor I just spoke to on the phone says now wait 5-6 weeks and not giving accurate timeline. Order # **********

  Business response

  05/19/2023

  Our automated return process shows an anomaly with the weight of the returned items. We need a few extra days to manually check this return. 

• Initial Complaint

  04/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The complain is in regards to the order # ********** placed on 1/25/2023 for several lego sets. The order was shipped under tracking numbers *****69A1********* *****69A1********* *****69A1********* *****69A1********* with the carrier ***. Upon delivery notification I noticed that according to those tracking numbers packages were delivered to an incorrect location (********* **) and contacted *** about this issue. An investigation was started and later a claim has been issued to the sender, *** advised me to contact the shipper as they are the one who will receive the compensation from ***. I reached out to LEGO about this concern yet later was advised that my refund request was denied.

  Business response

  05/10/2023

  As previously shared with this consumer based on our tracking and delivery information, please reach out to your financial institution for a refund/chargeback to settle this claim.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩