The LEGO Group Reviews 1,771

Ordered and paid for 2 kits on the thursday, on the friday my card was again charged for one of the kits (£119.99).

Spoke to customer services who told me “thats just how our system works, its to check the funds are there to pay for the item” to which I reply “well if there weren’t funds there the purchase wouldn’t have gone through” to then be told “theres nothing we can do” by the operator…

I now have just under £30 in my bank account to get me through till my money reappears.

How in the hell are they allowed to get away with this? I don’t know of any other company that charges you twice and then returns payment after….

I’ve always had a great experience with Lego both online and offline. For this specific review I’m going to be talking about my experience when purchasing the Stranger Things The Creel House set that released on January 1st 2026 for Lego Insiders.

I’ve not purchased Lego for about 10 months prior to this and had never ordered Lego online for myself before (had ordered previously online for family and friends) so of course as any first time shopper would, I had a little anxiety surrounding delivery and how long it would take to get the set because it was a very popular drop!

I ordered at 00:07 on January 1st while waiting for Stranger Things Season 5 Finale to drop and my experience was great! Yes it took a few minutes to get into the site and order but what do you expect when there were also multiple other sets dropping at the same time! I received an email acknowledging my order around 5 minutes after placing the order and then around 12:45am I received my confirmation order. Everything was there in the email; the set I purchased, the gift with purchase (which for this specific set was the WSQK Radio station with Hopper & Joyce) and the free gift (which was the Year of the Horse little set).

After seeing all the scuffle online about the set already being out of stock and others not seeing the gift with purchase in their email. I was worried that my order
would be delayed to the next drop (which was 60 days away). However this quickly went away as on January 2nd I received my order dispatch email and my tracking number. I paid for express delivery to receive it just that little bit quicker. The courier for this order was DHL and it had been shipped from Brussels in EU.

As one does when they know that something they’re excited for as already dispatched, I scurried to put my tracking into DHL and to my surprise, my order was already getting processed at a DHL site to be brought over to the UK for delivery. The process from DHL was amazing! My order spent 1.5 days in Brussels and then 1 day in West Midlands, UK before arriving to me in North Wales, UK. I know I paid for express delivery but this was so quick!

I received my set on January 5th just after 11am and I got to building straight away! The order was well packaged! I sat at my desk with my Lego divider box and got to work. I did the Gift with purchase first and that took around 30 minutes, very easy to build and quick too! Then I did the Year of the Horse free gift and that only took 15 minutes!

Then it was the main event; The Creel House. Now I’d seen early reviews and builds for the set on YouTube back in early December so I knew what to expect already. I was calculating that it would probably take me a couple days to build when factoring in breaks, toilet breaks, food and drinks. However, I was flying through the bags and the instructions! I started just before 12pm noon and finished the whole set (including the cars that came with it) at 11:52pm the same night; so just under 12 hours!!! This was my first big build and I loved every minute of it! Yes, some parts were frustrating and confusing but once I loaded up the instructions on the website for the 3D model, it was significantly easier!

After this order and experience, I will continue to purchase online and in store! 10/10 experience and for those who have rated 1 star, maybe look at it differently because your complaints are around the Christmas period where obviously Lego is going to be more busy!

Given a Ferrari FXX K as Christmas present. One part missing from kit. Placed order for missing part online. Got email reply indicating that Lego will not be sending part and that any attempt to reorder the part will be rejected. Thanks Lego i now have a kit i cannot complete or return as it has been opened.

Thanks for your recent LEGO® parts request.
We’re sorry, but we haven’t been able to process your order T493117159 as it didn’t pass our validation checks. This could be for a number of reasons and it may simply be that the number of parts you’ve requested exceeds our maximum order quantity.
We’d like to help you get the replacement parts you need, but as the validation process is automatic, any similar orders you place through our website will also be cancelled.
If you’d like to place the order again, please get in touch with us and we’ll be happy to help. You can find our contact information online.

I have been charge twice for a Lego set at £129.99. Do this company even employ a customer service team? If so where are they. Absolutely awful company. Looks like another dreadful retailer who take your money and ignore you afterwards.

I ordered some items and was advised by email that some were out of stock and I could cancel the order if I wanted. This was in the run up to christmas, so I replied to cancel. The next day I received a dispatch email. Some of the items arrived, but not all. I have since emailed three times to try and cancel the remaining item (and check that they dont think they already sent it) and have heard nothing back.

I returned some items as I had ended up buying better ones at John Lewis. You can only return to a post office, and you need to print the label yourself, so the return options are very limited. I returned the items before Christmas and have still not had any communication about a refund or even confirmation that the products have been received.

I will NEVER order from Lego again.

Absolutely wild that a company seems to have 0 customer service
Been trying to get in touch for days with 0 response

I feel totally scammed!
Ordered some mini figures on their UK website which is a family Christmas tradition as we could not get to the shop this year.
They say they wont take funds until the order dispatches but they took it straight away. No sign of any figures weeks later. Not able to cancel order on website as it says its about to dispatch yet email from customer services ( which took over a week for a response) says they are out of stock for some items so cant dispatch them all and they arent ready to do so yet! Why do i want incomplete specific mini-figures?! What a waste of money. Ive requested a full refund but being as though they have behaved dishonoroubly up until now i doubt i will see my money again. Disgusting. Avoid.

I ordered a Lego set on the 25th of December on the official site for my niece to be delivered to Portugal. Right now it still in the Netherlands,where it has been stuck since the 2nd of January. I don't know when or in which state she will get it. I'm raging!!!

Simply the best customer support, excellent products and they keep you in the loop with any shipping delays.

My wife purchased Pirates of the Caribbean Black Pearl model 10365 for me back in October as a Christmas gift 2025. Ordered early as we knew it was in demand. Started building just after the big day, just a few sections a day. Currently at section 13 (335-365) on the plan and now I’m stood, the plans are missing instructions and the bag of contents are missing parts because they are not listed in the plans, I am really at WTF 🤦‍♂️. The missing parts are now on order and should be here within 2 weeks but that’s not the point; How can a Golbal company get this wrong and the worrying part is I’m only about half way through the build. This is my third build of a large Icon model and maybe my last, NOT IMPRESSED AT ALL!

Ordered a present for Xmas on 12/12 and it still hasn't arrived nearly 4 weeks later. Tried to get a refund and I can't because I haven't received the package yet.
Won't order from them again and I advise everyone not too.

In general they do what they do best apart from ordering after midnight 2026 spot on maybe 3min after midnight for Time Machine from Back to the Future and paid for and was able to add to the basket,all gone through and only find the email after one hours saying that my one of the orders (Time Machine from Back to the Future) was out of stock....reallyyyyyyy??????? How suddenly that item was added 3 min after midnight and was out of stock, thankfully ordered another set and soon after that set went out of stock.
I can't get my head around as it was for my son and now need to wait for 60 days till actually is restocked. Shocking. Not happy at all, rubish

My boyfriend ordered me the Zelda Deku Tree for Christmas. We were eventually emailed that it was shipped and on the way. Christmas came and UPS never got the package. Contacted support and they said it hadn’t shipped. So the shipping email was a big fat lie!! Mark it shipped and tell us it’s on the way even though it isn’t!! Bunch of liars!!

I ordered an up house Lego set for Christmas and when I started to build it the whole thing was a mess the roof was not being placed on good and it was not the same length and the instructions are not the same as the Legos

I pre-ordered the USS enterprise that comes with the limited release Shuttlepod. Both items came within the expected delivery timeframe and the boxes were Undamaged. I have now ordered multiple items from Lego and have never had an issue with either delivery or the condition of the items. Will be returning to buy my next set.

Set came with a damaged sticker sheet. Lego refused to replace it. 130 set and they won't replace a $1 sticker sheet.

I live in Belgium but wanted to order some Lego gifts for kids of family members who live in Poland. I made my order 2 weeks before Christmas. Four days before Christmas no delivery and no updates... I check my order on the website but it appears it had been cancelled, however no one bothered to send an email or to refund the order. I contacted the customer service for some explanation and I got the response that they could not give me any information about my order due to customer protection rules. Is this a joke??? Christmas is over, gifts hadn’t arrived on time and the LEGO store kept my money so far. I am going to continue my battle but please be careful if you consider buying something through this website.

I bought Lego motorized lighthouse it was missing pieces & directions weren't correct, they exchanged it weeks later & same issue again. I returned it waiting for gift card as credit which took weeks so I purchased another building only to find out it was missing pieces also. I called they are having pieces sent this was a month ago still have not arrived. I finally got credit for lighthouse & placed order for another $299.99 building while waiting for missing pieces to arrive. I was doing great then found this set was also missing a piece, now I have 2 buildings started but can't be worked on till missing pieces arrive from Denmark , I live in NJ USA .Sorry but Lego is not what it use to be

I have made a "pick a brick" order over 3 months ago and it still hasnt all arrived, while the site claims it takes up to 14 work-days.
Meaning lego employes only work less than 5 days a month, or they have no problem with false advertisement.

I am writing regarding order , placed on December 16th as a Christmas gift.

Although I received tracking information, I was notified two days later that the item could not be delivered due to an incorrect address. Upon checking the tracking details, it appears the address was not printed correctly on the shipping label.

When I contacted support, I was told I must wait another week for the item to return to the warehouse before it can be reshipped. Given that this is a holiday gift, this delay is very disappointing. Furthermore, I have had significant difficulty reaching your team; my messages have gone unanswered and phone wait times are excessive.

I look forward to your prompt response.