Statement from LEGO about New Year's Day pricing issue
Posted by Huw,
"As you may have noticed there were some pricing issues with our shop.LEGO.com website on the 1st January that may have made product prices appear at a higher price than their actual advertised retail price.
"These increased prices may have appeared both in shopping bags and through the checkout process.
"We have subsequently reviewed these orders, and can ensure that shoppers will only be invoiced the actual advertised retail price for the items purchased.
"If shoppers have any additional questions regarding their purchases, we would ask that they reach out to our Customer Service team."
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20 comments on this article
I totally agree! Customer services is the best. Bought a few lego ghostbusters in the US during my holidays last year and when i came back to Malaysia, notice that the manuals break. Emailed customer service and they mailed a new one back to Malaysia.
One of these years January 1 will go smoothly for shop @home. I imagine it must put a strain on services to launch so many products at once.
I like the Costumer Service of Lego, but can't they upgrade their servers (if they haven't up until this point)?
Did somebody actualy buy something by not looking at checkout price? I'm so very sorry for them...
you guys were lucky with CS. i emailed them 4 times these two months about my purchases and missing refund but they never got back to me!
"We apologise for any confusion..."
No? Ok then...
I've been unable to buy anything from shop.lego.com for two years. Whatever I order ends up silently canceled. No one can figure out why. So, I end up placing orders by phone, which has actually been quaint and refreshing. They're always so pleasant!
@lippidp: You likely have your ID/address/cc info on some 'order block' list, your ID may have been comprised by drop shippers (Ie stolen account info) or you bought something from a drop shipper (on eBay or Amazon, or some other site) and they have your ID/shipping address/ccard on file still somewhere as 'blocked'(though one would think calling in an order would do the same). At least, that is what has occurred for others complaining about cancelled orders in the past. In any case someone at LEGO CS should be able to fix the issue.
The website has been a horrible mess for many years. I try to never use it, which is easy because it's unusable every day if the year.
But customer service has always been amazing!
Speaking of the Lego shop site, does anyone know what the point of "call to check availability" offers is (among the special offers/"now on sale")? Are they not sure about their inventory, and also unsure whether its worth bothering to look under the sofa?
They said they corrected it, but I can still see quite a few pricing issues ;)
@StarWarsFan7777, lol I noticed the same thing. In particular it seems that all of the new Star Wars sets (at $40.00 mark and up )are at least 10.00 over-priced:)
Erm. Perhaps FIXING THE WEBSITE would be a better plan that issuing apology letters all the time?
It is extraordinary how a company of Lego's size and reputation can't keep their shopping site working properly at key moments.
History repeating itself, the shop at home site had problems at the start of 2015 so it appears the Lego Group did not learn from the mistakes which included 1. Do not start a sale on a public holiday if the office is not going to be manned, 2. Ensure sufficient stock of products, 3. Don't notify your supposed VIP customers two days after a release of a flagship model instead of two weeks prior (a common one experienced in Australia). No one questions the quality and support for Lego product so it is shame the Lego shop at home experience does not meet expectation.
Perhaps Lego need to outsource their website services to some 3rd party company. Let the expert manage it. Or they can outsource it to Huw ;p
Who's to say they haven't outsourced it, maybe to the wrong people, and that is perhaps the cause of the problem?
@madforLEGO Thank you. That's probably it. I don't know what a "drop shipper" is, but I did buy something off eBay once that looked as though it came straight from Lego Shop at Home. It even included the little promo polybag at the time. I thought it was peculiar.
@lippidp "drop shipper" - a mule for internet based scams who receives stolen goods and forwards them on. See Google et. al.
I finally read the small print on the page that would come up when trying to place my order on shop @home. the page that shows the minifigure holding the unplugged cords, clicked on the new connection and have had no more problems