LEGO Customer Service
Up until a couple of weeks ago I’d never had any reason to contact LEGO customer service, at least not as far as I can remember. I had one exchange with the Legoland Discovery Centre team a few months back when they put the exclusive sets up for sale but didn’t tell us they weren’t eligible for VIP points, but as we all know (both bizarrely and unfortunately) the two are totally separate entities.
Fast forward a couple of weeks and I was eagerly hitting the refresh button waiting for the 10277 Crocodile Locomotive to go on sale at midnight. I assume because of timezone differences, I was able to purchase it at about 23:30 UK time on June 30th. I also picked up the 31109 Pirate Ship and a few other smaller sets.
Half an hour later I checked back in to LEGO.com and saw there was a double VIP points promotion for the ship, and two new free gifts - the 12-in-1 set and the mini Lamborghini, running from July 1st. I checked the order and it registered as being made on July 1, but none of the promotions had been applied.
The next day I rang LEGO customer service and spoke to a really helpful lady who told me that the order had entered their system at around 00:11. It was correctly showing as a July order (if it wasn’t July, I shouldn’t have been able to buy the Croc!), but because I’d made the purchase late on the 30th had missed out on the promotions by about 15 minutes. She amended the order and arranged for the two free GWPs to be sent out separately.
I totally forgot to mention the VIP points thing, so I emailed them again later that day and got a reply back a week later apologising for the mixup, and crediting my VIP account with the missing points, plus an extra 100!
Just today, I made a large BAP order for loads of parts that usually get hawked on Bricklink. I’m going to make a separate post about that but after placing the order I rang customer services again to enquire about the 30369 Beach Buggy and 30370 Diver polybags. Both of these were in-store only which is a bit disappointing given most people are actively trying to avoid going into physical shops.
The woman I spoke to agreed with me but sadly they had none left to send out. As a replacement, she offered to send another 40 Year Train set. Can’t argue with that! It’s really refreshing to deal with a company that actually cares about its customers. Sure, LEGO is a massive corporation and I’m under no illusion that their primary function is to make money (which they do - and a lot of it), but whether in store or over the phone they seem to consistently employ good people who are always happy to go the extra mile to help out.