The LEGO Group Reviews 1,771

The staff at the Lego Bluewater store are so welcoming, understanding and inclusive.

I have been building Lego as an adult for many years now and I adore it. I recently built The Globe which is a beautiful piece with amazing engineering, as with all Lego builds, it was an absolute delight. When I had a parcel go missing with my goddaughters gift in, customer service were amazing and sent out a replacement as soon as possible to ensure it arrived on time for her birthday. Excellent company

Great product utterly pointless retail/online store, insider points are a tragic cop out, don’t be swayed by the hype and exclusivity, every set comes to amazon, prices miles better, Tesco clubcard points a million times better than lego loyalty points.
You could be so much more.

Still waiting for an order after well over month.

Response from customer service is "we're very busy". Uh-huh. January and February are well know for their heavy lego orders.

No indication of when it will be resolved.

Fantastic company, excelent customer service!

I placed an order with LEGO for my son's birthday. The order has traveled around France and ended up in Paris, very far from my location. Meanwhile, I requested a refund, which was confirmed. However, since then, they have been sending me harassing emails, saying that the order is ready for pickup. Despite us agreeing on the refund. I advise you to go to the store if you want to buy these toys and never order from the site. It's up to you to experience it otherwise.

The Defender set is a brilliant product, expensive but great design. Just pray you aren't missing any parts as the replacement service is absolutely dire, slow, slow, slow. I could have walked to Denmark to collect it quicker.

I made the order 2.12.2024. On 17.12 they sent part if it, no apoligies that the rest was not sent. No money back. The order disappeared from my account. Now we are two months later. My money is stolen. No contact to customer service, just FAQ. This should be reported as fraud not shop for children.

I’ve added this commentary with 3 stars as an opportunity for Lego to respond. I’ll explain: when reading through the Trustpilot reviews, not once have I seen Lego acknowledge the problem from any contributor. Usually with reviews / feedback, you may see a follow up from the organisation stating “We are sorry to hear…..”etc. This is simply not the case with Lego. There is no acknowledgment to the individual posting the review at all. Why is this? Is it arrogance in their belief they are above criticism? Do they perceive reviewers as ‘troublesome’ ? Or - do they genuinely not give a damn? Please let me know your thoughts. I did enjoy watching the article on YouTube showing how Lego stole the original idea from Kiddicraft in the 40’s then bought them out in the 80’s to cleanse their guilt. Anyway, I’ll monitor this to see if anything changes with reference to Lego actually acknowledging the issues people have on this platform. Thanks for reading.
I thought I would email LEGO directly asking them this question. Using the details given at the bottom of the Trustpilot page. This is the response:
Invalid Address
Trust
-
aghas
does not appear to be a valid email address. Do you want to send it
organi
anyway?

I’ll leave that with you dear reader.

Shocked to see so many bitter and whinging people on here. Lego is just awesome. Customer service is second to none. Needed to get hold of a character for a present. Lego customer services went well beyond their remit and made me the happiest chap going. Wonderful keep up the amazing customer service Lego. I cannot fault you.

Missing a brick from bag 13 of Lego Titanic. Emailed for a replacement over two weeks ago and still no idea when or if I will receive the part. This is poor customer service and very disappointing for a set that cost 679 euro. Sarah Watkins

I asked if I could order some pieces to extend my Lego roses and they didn't just oblige, they sent me a gift voucher to pay for them. Out of this world service and many thanks from me to the LEGO team.

I was in the Lego shop in Glasgow Buchanan Galleries before Christmas and I bought a lego jaws set for a Christmas present. I was greeted as I entered the store which was a pleasant start to the experience. The store was tidy and had the products set up nicely in categories about the store which made it easy to navigate. I was also asked by a member of staff while I was browsing if I needed any assistance and the lady was helpful finding the item I was looking for and reassured me it was a good choice I was making due to the popularity of the set. The gentleman at the till was also very helpful asking me how my day was going which was lovely and spoke about our Christmas plans. Excellent service from start to finish and the same lady who greeted front of store me wished me a good day as I left. 11/10 all staff are a credit to the store and are very knowledgable and friendly

Lego is trash as hell because they banned everyone when the ask some Lego replacement parts and there services are bad. If I could I would put 0 star.

theres a lot of stupid and low effert parents saying "its so overpriced why cant it be cheap because i think that it should be" these people do not understand the quality and cost of abs plastick or legos sustanabilil use of plastick and fair pay of workers and that unlike cheap crappy toys that are cheap lego doesent use child labbor

Absolutely useless. 2 pieces missing. Lego is already WAY OVERPRICED!!
I didn’t want to get on the Lego band wagon of being ripped off for tiny bits of plastic. But succumbed for Xmas. Never again.
The fools in customer care well they got told what I thought they were in the numerous emails.
I must have sent 20 + emails with the code for both pieces. I received the same repetitive email from Lego!! ‘What are the codes’….. I ended up calling. They had the AUDACITY to say we’ll send them for free!! I said Don’t make it look like you’re doing Me A Favour!!!
You should be sending them free!! ITS UOUR INADEQUACIES IN THE FIRST PLACE!!
I’ve already paid over the odds for bits of plastic!! I don’t expect you to have missing pieces! Then experienced horrendous customer service!!
Never again will I buy Lego! Your company is a rip off

Great service and quick delivery, I’ve ordered a few times and never had any problems.

Paid over £230 for a new set that DPD delivered without a signature and was stolen from my parcel room.
Lego CS were great and have arranged for a new one to be sent free of charge. Great company, great service and personable.

Poor quality control at Lego. Not just missing pieces but whole bags missing. Lego is not a cheap item to buy I would expect to get better than this. Ordered replacement parts on 31.12. Still not arrived. No option on website to order replacement bags so had to send an email. Response says next few days expect a response, that's the same message I got when I requested a replacement in Dec. Maybe all the spare parts are allocated to the programme Lego Masters and the mugs that pay full price are ignored. the set with the missing bag cost £179