Review Time
An order that was backordered for Christmas has never shown up. My account says it was shipped but the carrier has never received it. When I try to contact them via message and phone there is no response nor answer. I have been on hold for a total of 2 hours. I would very much like to be reimbursed the $69 I've paid for nothing.
Received as a gift but some parts missing. Call time to customer services 45 min and 55 min. Would i purchase again from Lego probably not. Promise every time spoke to the department saying will be sent soon the missing parts. And apologies. I expect more from Lego how they showed their program on NetFlix always demonstrating the customer at heart.
Reviews of Lego on this site are very poor. Considering how big is Lego
Email trail started 8th of Feb 2026 and a very disappointed son which can't complete due to missing parts.
It appears that the company does not align with scientific understanding. I attempted to set my nickname to a scientifically relevant one, but it was automatically rejected by the AI filter. After appealing, the manual review upheld the rejection. However, with a masculine name, they generated a female nickname instead. This suggests they are making assumptions about my gender. The company really needs to reconsider some of their policies. While they produce quality toys, their stance on nicknames is disappointing. If another brand offered similar quality, I would likely stop purchasing from them. (I have screenshots available if anyone can guide me on how to share them.)
I've consistently had excellent experiences with the service, both online and offline. In this review, I want to share my experience purchasing a specific set that was released on January 1st, 2026. I hadn't bought from the service for about ten months and had never ordered online for myself before, which made me a bit anxious about delivery times, especially since it was a highly anticipated release! I placed my order at 00:07 on January 1st while waiting for a series finale to drop. The process was smooth! It took a few minutes to access the site and complete my order, but that was expected given the simultaneous launches of multiple sets. I received an email confirming my order about five minutes later, followed by a confirmation email around 12:45 am detailing my purchase and included gifts. After seeing concerns online about the set being out of stock and issues with gift confirmations, I worried my order might be delayed until the next release, which was 60 days away. Fortunately, on January 2nd, I received an email with my dispatch details and tracking number. I opted for express delivery, and the courier was efficient. I eagerly tracked my order through the courier's site and was pleased to see it was already being processed for delivery to the UK. The delivery process was impressive! My order spent 1.5 days in Brussels and just one day in the West Midlands before arriving in North Wales. I know I chose express delivery, but this was exceptionally fast! I received my set on January 5th just after 11 am and started building immediately! The packaging was great! I built the gift first, which was quick and easy, followed by another small set that took only 15 minutes. Then came the main set. Having watched early reviews, I had an idea of what to expect. I thought it would take a couple of days to finish, but I was surprised by how quickly I progressed! I started around noon and completed everything by 11:52 pm, which was just under 12 hours! This was my first large build, and I enjoyed every moment, despite some challenging parts that became easier with the online instructions. After this experience, I will definitely continue to shop both online and in-store! A perfect 10/10 experience! For those who rated it poorly, consider that your issues likely arose during the busy holiday season.
My partner ordered a special item for me for the holidays. We later received an email stating it had shipped. When the holiday arrived, the package never arrived. I reached out to the support team, and they informed me that it hadn’t actually shipped. The shipping notification was completely misleading! They marked it as shipped and claimed it was on its way when it clearly wasn’t! Very frustrating!
I ordered a physical gift card for my daughter's 18th birthday, believing it would be more special than an eCard. The delivery was promised within 2-4 days. However, I placed my order on December 10th and, after 12 days without any updates, I attempted to contact the support team. They informed me that responses were delayed, but it's been 4 days since then. This is incredibly frustrating and reflects poorly on customer service, showing a lack of consideration for customers. I ended up canceling the order and simply gave her cash instead. I will not be making any future purchases from this company. UPDATE: The situation worsened; the website doesn't allow me to request a refund or speak to a representative, leaving me only with unresponsive emails.
The checkout process on the website had issues, leading to my credit card being charged twice! Customer support was unavailable over the weekend. When I called on Monday, I was told they "should" refund my money within 48 hours, but their solution was to ask if I wanted to pay again over the phone to finalize my order!
The checkout process on the website failed, yet my credit card was charged two times! Customer support wasn't available over the weekend. When I called on Monday, they said they "should" refund my money within 48 hours, but then suggested I could pay again over the phone to place the order!
I had a frustrating experience recently. A helpful staff member assisted me in-store, but I couldn't use my points due to a website issue. I had to confirm my email, but encountered several problems online. I was told I needed to register as a member to use my points, but a glitch prevented me from completing the registration. Ultimately, I had to purchase the product at full price due to the website's fault. I tried to submit a complaint online, but kept getting errors. I attempted to reach out via live chat but waited too long and missed the response. It's disappointing, as my kids and I love these products, but the system is ineffective, and I couldn’t voice my concerns directly.
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Founded in 1932 by Ole Kirk Kristiansen, and based on the iconic LEGO® brick, the LEGO Group is one of the world's leading manufacturers of play materials.
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