Lego Omdömen 27

Tried ordering online but impossible just keeps deleting your info. Called customer services but no answer

My first order with Lego has completely reversed my previously positive perception of the company - hence this review that details a series of operational and customer service failures.

1 - Delivery Failures

My order took six days to arrive, having not been dispatched until three days after placement. This slow dispatch time is unacceptable given industry standards and competitor services (e.g. Amazon's 24-hrs delivery capability). To compound the issue, the package was delivered to a location different from the one selected during the ordering process.

2 - Customer Service and Policy Issues

My attempts to seek clarification or resolution were equally frustrating:

a - Phone Contact: I was required to use a premium-rate phone line rather than a free or standard-rate number, an inappropriate policy for handling customer issues.

b - Email Response Time: An email sent two days after placing the order—seeking an update on the slow dispatch—took 48 hours to receive a reply.

c - Cancellation Policy: I was unable to cancel the order after realising the extent of these service failures, indicating a rigid and inflexible system.

3 - Operational Concerns

The combination of a three-day delay in dispatch, a three-day wait for a simple invoice after the order was accepted, and the inability to process a cancellation strongly suggests reliance on inefficient or antiquated IT systems. This operational stagnation, paired with premium product pricing, gives the impression that the company is taking its loyal customer base completely for granted.

This entire experience demonstrates a significant gap between the brand's public reputation and its operational reality. My advice to Lego to review its customer-facing systems, focusing specifically on dispatch times, delivery accuracy, customer contact costs, and inflexible cancellation policy.

If I could give company zero stars, I would, I was given a Lego gift card, enough to buy the gift set i wanted, but found you can only use the gift card online or instore at Lego, the problem was the set was £14.00 more expensive, contacted Lego customer services, who give me the standard line of they don't control the price other retailers sell there sets for. Do not buy Lego gift cards, there an absolutely rip off!!

Trash "luxe-cards"

pixelated quality, chip not flush, and contactless no longer works...

straight in the bin, absolute trash, is actually criminal.

I have always had positive experiences with LEGO, and my child has loved LEGO from a young age. However, I was deeply disappointed with the rude treatment my son and I received from the manager at the Lego store in Churchill Square, Brighton on 15/9/2024.

While my son was playing in the store and considering purchasing toys, I briefly stepped outside due to poor phone signal. During this time, the store manager instructed the security staff to remove my son from the store, stating they could not be responsible for his safety. I fully understand that the store is not responsible for childcare; however, I was just outside picking up a call and was regularly checking on my son to ensure he was fine. The manager even said to me rudely in a threatening tone "If you leave your child unattended next time, I will ask you to leave the store." I felt that this response was unnecessarily harsh and unprofessional.

Furthermore, I believe the manager's actions may not have been solely due to security concerns. It seemed that my son spending time choosing a toy and "free playing" in the store contributed to their frustration. As a LEGO store, one of the great aspects is the experience it provides for children to engage with the toys before making a purchase. This is something I value as a customer, and it was disappointing to feel unwelcome because of it.

Additionally, the manager instructed the security staff to inform me that I am no longer welcome at the store. This left me feeling both disrespected and disappointed with the overall experience.

Unfortunately, I was swayed be the cheap price – compared to other metal cards.

I need to remember, price = quality.

I bought a “deluxe” card, the process was pretty easy, and support was good….originally.

But things went bad when I received my card. The card quality & printing was OK (not great), there were a few scratches on the back of the card. However, where the chip was installed there was discoloration, like when the chip was installed it was burnt or the glue smudged. I noticed it instantly and I was disappointed.

There was no point even using the card, as it’s not the “deluxe” card I was looking for. To be honest, it would have been embarrassing to use.

I contacted support and they said it was 100% fine when is was dispatched & had I exposed my card to heat. I had the card for less than 1 hour, so why would I intentionally damage my card ?

I asked for a full refund (and to be fair to them, minus delivery) but they said NO.

The only options available was:
1) Keep the bad quality card and get a 50% refund (minus delivery)
2) Get a replacement card from the bank, send both cards back and try would “try” again.

It would take too long to get a new replacement card from the bank and start the whole process again. And if it came bad quality (50/50) again & I would be accused of doing it myself again. Adding on to the fact that tap/wireless don’t work on these cards, I gave up.
The moral of this story ? Don’t be tempted by the cheaper price. Poor workmanship, no guarantee and blaming attitude are not worth the cheaper price. Just pay £50 more and go somewhere else. I wish I had.

Bought the ace of spades card in black and absolutely love it. Highly recommend

Absolute perfection! Sent my Amex card to get the metal treatment, card arrived looking better than expected. Will definitely recommend.

Excellent service, product top quality quick reply on WhatsApp definitely recommend them to anyone looking to customise their cards.

Took a while to choose a design but I ended up going for the Bitcoin logo (crypto addict!) on the red card
Can honestly say it’s come out perfect! I love paying with my card just because I can get it out!! :-)
Great customer service and fast delivery 😄
Would highly recommended
A few of my friends are already in the process of choosing their card 😄

Lovely end product, fantastic customer service and quick delivery!
Couldn’t ask for more.

Ordered from this company as it was the cheapest at the time and the person I was speaking to offered me everything I was wanting, so I paid for it and in the last moment said he couldn’t do that design on that gold card so already I was angry - so offered to do another design on black card which tbh wasn’t my preferred choice but but I’ve already paid, I had to… So as my preferred card was the 24kgold card I again thought I’d purchase one, gave the design and again agreed it was possible so I paid and sent the card off as the old card never came back to me!!!

So had to re order a new card and send that across when it arrived, few days later the card arrived - totally disappointed with the quality of the print, was faded in patches all over… so messaged the guy and he said it’s the best he could do - what a joke… anyways few weeks later the card stops working as the chip has been damaged so have to pay via the mobile app for small transactions or bank transfer for large payments… Again spoke to the guy and now he says it’s wear and tear lol after 3 weeks it’s damaged and it’s not in their hands and not willing to replace the card???

So don’t always go for the cheapest as it does come to bite u in the back side, u pay for what u get basically - other companies actually give u a guarantee that if the card doesn’t work they will replace it asap

Got my company logo on the gold card and has come out perfectly. The looks I get when I pay with my card at shops!!

High quality, fast delivery and great customer service, couldn't ask for more

Couldn’t thank them enough for my awesome card!

Really excellent, quick and professional service from Luxe Cards… we were a little hesitant at first but there was no need at all. Many thanks for the great work!

Seen on the website that they did a replica of the American Express centurion card…received it and it’s identical to the original, everyone asking how I managed to get one!! Would highly recommend

Great service and brilliant communication throughout! Can highly recommend using LuxeCard 👍🏼