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Preordered two sets in August using PayPal, got an email today saying the payment was declined?? And they I had to contact customer services - no way as your customer service department is useless!!
Ordered the same sets straight away, using PayPal and the EXACT same card and the order went through! Luckily sets weren't on back order!
Had numerous issues with Lego and PayPal. Never had them with any other company. How hard can it be? Really?

I have made many purchases on the Lego website and the service has been fantastic. When an issue has occurred, Lego have been quick to respond and rectify the issue. Very impressed with the great service and will continue to shop with Lego. 5 stars well deserved.

Made a small £53 purchase for my nephew’s birthday with Lego online.
Firstly, I have always found the Lego shops to be brilliant but their online offering is severely lacking.
Part of my purchase was Lego, which arrived last week. Although, an incorrect amount was showing on my credit card and I had to call Lego twice to get this rectified.
8 days later, the gift cards still haven’t arrived. I rang Lego and they are sending them by email now - not what I asked for but better to have them by email and late, than not have them at all.
I’ll believe when they arrive.
Must say that the customer service people I dealt with were very nice but the whole Lego online system is shambolic. I had to make 3 calls to get mistakes rectified.
I will shop in Lego shops again but will never use Lego online!!!

I treated myself to the Lego Red London Phone Box (all uk phone boxes were red) for an early birthday present to myself.
The build was a little too easy for an 18+ build, though it was a really enjoyable build that brings me joy when I see it on display.
I also bought a second hand Yellow Submarine with some pieces missing, I went on their website to the missing parts, found the bits and ordered them, got an email later that day, sorry we don’t have all of the bits, the bits we have I’m sending to you FOC, they then recommended a couple of websites, found the other bits!!

Lego 100% brilliant

I had been given a Lego kit by my wife for Christmas when I came to finish the kit a few pieces were missing so rather than bring this up with Lego when my wife had been so generous I thought I would just buy the bricks I went on Legos website I only wanted about 4 bricks so I put in there search engine the code for the kit and I found I had to spend £10 to get free postage so I ordered about 20 bricks all the while watching the total on the account when it reaches £10 I pressed complete the kit I already had was added to my cart and a so called free gift that put the price up to over £700 the kit I had was only £134 when I tried to cancel it said it couldn’t be cancelled while the order was in the warehouse and could only be sent back for a refund luckily they do not try to take the money till the order is sent so I stopped online purchasing on my card and move all my money from my main account so they couldn’t have payment I think this is what made them generate the return quickly they then this could only be investigated if I had a screenshot of my order before I pressed complete whoever has that kind of evidence in the end the online rep gave me 4000 points on my account I told her I won’t ever be spending them because I’m never going to buy from lego online again

Cancelled order payment hold for 18 days. Tried to contact Lego. But seems like they don't care. Never ever purchase from Lego website.

Ordered the insect Lego through Lego insiders to get it early before it was released, its still not been sent and it now available to buy in shops so I could have just done that, dpd still don’t have the parcel and im unable to cancel the order at this point, not sure what the point if early access is if you get it after its released in stores?
An option of a different courier would be useful as last time I ordered dpd left my £200 Lego set outside in the rain and ruined the box

Wow. My mistake was not checking the reviews here first. They chose DPD, of all couriers to do their deliveries. Lazy DPD decided to not even show up and change the status to "customer refused parcel". Brought this up with customer service and reported my issue with Paypal for a refund. Good thing I used Paypal. So, they have no choice but to refund me. Cause Paypal. They said as an apology they're sending me the order anyway for free. Again, they used DPD, right? The order was delivered this time, but to another address I've never heard of. What is happening with their system and processes? It's a mess! Got my refund. Good riddance.

LEGO Service 05104398 [ thread::wmsa43Vvc6yERu6vYL1FiQM:: ]

AWFUL CUSTOMER SERVICE. Placed a large order with Lego but I had to return the products due not anticipating how big the builds actually were. Returned items were delivered back to Lego months ago but they are refusing to refund as they can’t find the items in their warehouse. I fail to see how this is my problem? I’ve provided a tracking number to prove these items were delivered AND signed for by them and I’m still here months later trying to regain my money back. I’ve had to reach out to my bank and file a formal dispute. Dubious business practice by what I thought was a very reputable company.

Pre ordered some bits, took a while to dispatch. Checked tracking and order was being sent from the Uk to me (Uk address) but for some reason was going through customs. My order then went to Belgium, Germany and the Netherlands. I contacted lego and they could not explain what happened and I’d have to wait until the order was returned to them before I could get my refund. I then got an email essentially saying it was my fault as it was likely incorrect address details, I wasn’t in when they tried to deliver or if refused delivery. Im not sure how close to my part of the UK the delivery ever got to but I checked my order and all information and address details were correct. Absolute joke, waiting for my refund now. Shop local.

Fast delivery and item in perfect conditions.

Don’t shop here. You are much better off going to a local toy shop.
Very long story, but cutting it short. Pre-ordered Lego item to get it as soon as released, a week later it had not arrived. Called DPD as requested, rudely told that there was a problem and to call Lego. Lego blamed an IT glitch (no suggestion they were ever going to contact me about it) and offered to send another set next day delivery, but when the tracking details arrived, noticed it was coming from Brussels…no chance it was gonna arrive next day! This 2nd parcel took 5 days, in which time the first parcel arrived (sigh). Literally hours on hold/email/online chat over the last 2 weeks, disappointed son asking every day where it was and now have to take the unwanted parcel to the post office. The compensation - a £5 Lego gift card! Very disappointing all round!

Product still not received. Been well over a week and no sign of it. Will never buy from here again!

Fast Delivery, they sell a lot of rare sets you simply can't get in the shops, plus you get points and free sets for spending over a certain amount

Shocking Paid extra £21 for express delivery ??? Thought it was excessive what is worse still sat at warehouse still waiting to be despatched…Far from express delivery gonna arrive at same time as what would have been free delivery…..wont be ordering again

So DPD managed to lose my package (they seem to excel at that) and I then contacted Lego Support. The super helpful Gianni arranged for a replacement and it arrived the following day (was estimated to be 3-4 days). If they get rid of DPD as a courier it would go a long way, but otherwise stellar shop. (I would rather buy direct than give bezos more)

6 weeks later return has not been processed or refunded.

called numerous times, and emailed and still not resolved.

Avoid, numerous lies from customer service on the phone.

My son is happy with the Lego I gave him. I always choose the original, so I order on the official website. Thank you for the quality product and excellent service.

I love LEGO, but their deliveries are SO slow.
Average order takes over a week to arrive.
Customer services have been helpful when I've needed them.
Please LEGO, get yourselves a warehouse in the UK and ship from there, rather than from Europe.

Got my daughter her first lego set and oh boy was she happy!
Easy to order and arrived in reasonable time.
May have to order myself a set as well :)