The LEGO Group, London Office — Local services in London

I placed an order on the 22/09/2023 for 4 items out of which only 2 arrived. These arrived in 2 separate delivery boxes without space to fit anything else. The corner of item Home Alone V29 was damaged along with the delivery box and I would have liked this replaced. However my main concern was the goods which I have paid for but have not been provided. When I questioned the 2 missing items I was confirmed that a refund had been issued and would reflect in my account in 3-5 business days. This was confirmed on the 26/09/2023. I then received an email requesting photos which I sent through swiftly on the 27/09/2023 and received no further reply to. When I chased this issue today (28/09/2023) I was told the refund needed to be approved and that a replacement has been sent along with a return raised for the damaged item to send back. I have still not received any way of returning the damaged item and then received an automated email saying the replacement has been cancelled and no communication about my refund for the unfulfilled goods. So I chased your team again who now advised no refund or replacement will be provided because I have another account?

It’s worth mentioning that this was a business order for my charity organisation called The Sausage Squad stories which could be confirmed via the email address attached to the order. This is a charity I set up to write and provide children’s books to children in hospitals across the UK during COVID as well as fundraise for a charity called Starlight UK. These Lego toys were bought to be given away at a fundraiser for the same cause. It is deeply sad that you not only failed to provide any sort of service or solution to this problem and feels as though are accusing me of lying but have also not communicated any of this to me.

As I said to their customer service, it seems like Lego purposely take your money and fail to provide the goods or a refund because they know consumers cannot afford to seek expensive legal advice so they can get away with this. However I won’t be letting this money go especially as they are stealing from a charity and children in hospitals, which is truly disgusting given the nature of their business.

I of course no longer want a replacement of the damaged item and just want to be done with Lego as a company and want my money back for the entire order. However now I don't seem to be able to exercise my legal right to even return the items I did receive. The fact you have caused such stress, stolen money from a charitable cause and wasted so much of my time should be punishable. But I don’t hold hope that they will ever be held accountable.

I truly hope they do not put anyone else in such a situation...

I spoke to a lady on the reception to start with who didn’t seem to happy said she was on her own trying to answer two phones eventually she put me through to customer services and a lady called Maureen I think she was very nice and very helpful. I was trying to find out where I could get some boys building instructions for my high functioning autistic grandson as he has a huge amount of Lego but no instructions to build anything else we have just purchased the minecraft sets and are now seeking the fortnite stuff and Harry Potter, we know you can download instructions but he struggles with this and has to work of manuals she was very helpful and understanding if my situation.

Maybe she should be sat where the other lady was...

Thank you lego, I have not built with lego for a long time until my wife bought me a lego technic set this weekend, I spent an enjoyable couple of hours putting it together, very satisfying,, a very satisfying click, and a brilliant result in the finished model. Well done to everyone at Lego. Yours sincerely. Mr nigel Sanders....