The new VIP program: your questions answered

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After we reported on the update to LEGO's VIP program last month, many of you encountered problems and raised questions and concerns about it in the comments.

Most of the initial teething troubles have now been sorted out but there's still a lot about the update that's unclear, so we collated your questions and asked the Director of the VIP program to provide some answers.

"The premise behind the new program", he tells us, "is to put us on track where it’s possible to make significant improvements over time. Previously, that wouldn’t have been possible. We are aware that there are current pain points, but these will be improved, as well as new aspects added that we’re really excited to roll out over time."

You'll find answers to the specific points you raised after the break.


Some people have reported losing their existing VIP points.

No member should have lost any points/value, although accounts that shared points have had their balance split across the shared accounts. Some accounts that were moved had issues that may have initially resulted in missing points but most of these issues have been resolved.

Some members with multiple accounts and card numbers may have seen these accounts combined under the last used account/card. If they try to use the other account/card, they won’t see their points or may even have issues with access. They will need to log in using their other account.

There are a small number of accounts that are being addressed on a case by case basis but these either had some missing information or are in countries that we don’t support.

For most of our members they should see an accurate points balance at this time.

The relationship between the amount of money spent and the VIP points which are accrued is more confusing than it was originally, despite perhaps being fairer.

This is true for some countries where the earning rate was 1 for 1, but this was not the case across the globe. For example, members in Australia were earning 1 point for every $1.50 spent and 100 points was $7.50 discount.

The intent of the new points earning rates was to set all points to the same baseline (We chose DKK). This allows us to offer our new rewards for the same number of points to all our members regardless of their home country. For example tickets to LEGOLAND are the same number of points no matter where you live.

In addition, the points you earn on purchases are based on where you buy. A member from the US shopping in London will earn 8 points on every pound spent.

Now that VIP point values have been altered to reflect the value of different currencies, will those values continue to change with exchange rates?

No. The intent is to leave this the same going forward. The points value reset is to allow new rewards to be equalized, not adjust for currency valuation changes over time.

The value of points seems rather uneven when redeeming rewards.

The points cost of rewards are based on a number of factors. Sometimes it is based on the price of the item, other times it’s based on the cost to us, and sometimes we will get access to something really special and we decide to offer it our members at a significantly lower points cost. This is true for some of the partnerships we will be bringing in later this year.

The one rule we try to follow is that you will receive more value from the points you use towards physical and experiential rewards.

Making 5004590 Bat-Pod available for such a limited time caused consternation.

Understood and we’ve heard the feedback!

We have a number of unique/hard to find items that we are bringing to the new reward centre and we wanted to go big on opening day. We had found a limited number of these in storage and said “Let’s give them to our members”.

In hindsight we should have waited until all the bugs were worked out. Lesson learned.

Many of the rewards which are available in the Rewards Centre are merely previous promotional items with remaining stock.

We received feedback from members that they wish we would bring back these type of items for those who wanted more or missed out the first time. If we have some of these available, we thought providing access to them would be appreciated. These are usually limited in numbers and there’s no guarantee they will always be available.

As they are desirable and limited, you may find that we have to limit the quantity you can redeem. Access to these is one of the benefits we really wanted to bring to our VIP members.

The presence of those promotional items has caused some people to wonder whether standard promotions will end to be replaced by redeeming items using VIP points.

No. We will continue to run promotions such as free gifts with purchase.

The ability to merge points between different accounts has apparently been withdrawn.

This is correct, for now. We are looking to bringing this feature back with some added benefits.

Redeeming vouchers for purchases in store appears more complicated than the previous system.

The new process has created an extra step for those that wish to use their points for discount. There are a number of reasons this was done that relate to future plans for the program, however if you choose to use your points in store, the process after making that selection remains unchanged.

After converting your points, you go in store, scan your card, and the discount will be applied to your transaction. If you are in store and have access to the internet, redemption can happen on your device and be ready for checkout right away.

For online purchases you will need to enter a code during checkout. This code is delivered instantaneously in the reward centre and a copy is sent to your email. We are looking at options to streamline this process in a future update.

The resultant thirty-day expiry following redemption of a voucher causes several issues. For instance, you might redeem a voucher with the intention of making a purchase in store but learn that the item you intended to purchase is unavailable. You would therefore be under some time pressure to use that voucher.

We have done a lot of work to help reduce out of stock situations but this specific scenario could happen from time to time.

There are a few underlying reasons for the expiration policy that relate to how the program must operate across the globe. We understood this may be a bit of a challenge which is one of the reasons we decided to extend the life of the points themselves.

That being said, we have discussed this issue and we will honour rewards for 60 days where possible. This includes discount rewards in our LEGO Stores, via consumer services, and on shop.LEGO.com. We will now work to change the terms on the reward descriptions to reflect this.

There may be exclusions to this policy such as rewards that are redeemable with our partners or where legally we cannot change the terms (i.e. Sweepstakes).

Some people have expressed confusion between turning VIP points into vouchers that can be spent in stores and those which can be spent online.

In tandem with the relaunch of VIP we made some changes to our web shop to help create a better checkout experience. This affected how VIP discounts are applied resulting in one process for in store and one for online.

We are currently working on a way for you to use the same reward in-store, online, and via phone.

The options for earning points by performing tasks are extremely limited at the moment.

We will be bringing more opportunities to earn in the future.

With regard to the differing values of VIP points around the world, adjusting these to correspond with currency values further highlights the disparity between prices internationally. Purchasing the same products from different countries will still earn different quantities of VIP points.

The intent of the points changes were only to normalize the value of points in order to provide global rewards and treat members of the program equally.


Thank you!

134 comments on this article

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By in United Kingdom,

Hmmmmm. I still believe they’ve tried to fix something that wasn’t broken. I embrace change as long as it’s for positive reasons. I still see the majority of the changes benefitting TLG rather than the consumer

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By in United Kingdom,

it's frustrating that they haven't addressed the fact you can only redeem one code per transaction. If you wanted a mustang keyring and a spiderman poster, for example, you must make 2 separate purchases.

It is also troublesome that after redeeming points, you must still order something to redeem the code AND pay for postage if it's under £50.

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By in United Kingdom,

A small change I noticed that I don't think anyone has mentioned: I bought some Lego in store last weekend and the VIP points balance no longer appears on the receipt.

Not a huge problem, because I can see the transactions online anyway.

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By in United Kingdom,

Does anyone know if you can use two or more VIP vouchers in one online transaction? I had £45 of VIP points before the change which I can now theoretically redeem for two £20 vouchers and a £5 voucher. But could I then spend them all on one online transaction?

Otherwise, I will have to earn £5 more of points before I can redeem a £50 voucher to spend

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By in United Kingdom,

I didn't get the batpod when it was available as it read as if it was a bag of bits with instructions thrown in rather than a full boxed set.... but if they are going to be clearing out the cupboard and releasing more "rare" "missed" sets from time to time as rewards looks like many people including myself will simply sit on their balances in hope... it would be a shame in theory to spend points on a widely available set to then have insufficient points when something special comes along.

For those who are fortunate to buy lots of Lego and maintain a large balance this is maybe good news but for those who buy modest amounts and don't get to high balances it could be dangling things in front of them they can never obtain.. Let's not forget it would cost £1875 (excluding 2x) to get those 15,000 points for the batpod

So potentially great for AFOL and less so for the average person perhaps buying occasional lego.. VIP clearly will favour the biggest spenders as any VIP programme should, just hope the average person is content with a colouring sheet or a day at LEGOLAND and that it's appealing enough for them.

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By in United Kingdom,

I tried to use my VIP card at the weekend in store. It no longer worked. The helpful store staff attached my points to the VIP account with my email address. Those points (across two orders over two days) have still not shown up on my account.

But at least I can now use my VIP points to download printable pictures to colour in.

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By in United States,

Since the roll out of this new rewards system I have not purchased anything from SAH or Lego stores. I usually would purchase at least one set a month from them sometimes more. This new system has removed any incentive for me to continue shopping direct from Lego. Honestly I don’t have time to jump through hoops for a reward I am not a dog to do tricks for Lego. Amazon and Walmart will get my Lego spending money going forward. A word to the wise to the Lego group, trying to smooth over a bad business move by trying to convince your customers and yourselves it’s a good one WILL affect your bottom line.

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By in Serbia,

I have 2,318 points. Any reason why I don't have an option to get a voucher? Or is this below the voucher threshold?

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By in United States,

So the moral of the story is to watch world currency markets and make all your purchases in country's with a depressed currency and get more points!

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By in United Kingdom,

That'll be the UK then after Brexit...

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By in Australia,

Whilst the change to redeem points for rewards other than money off a purchase is welcome, the awkward process to use points for money off a purchase cancels this out.

Since the minimum discount voucher available is $7.50, where are the options for $15 or $22.50 for those members who have less than the required number of points for a $30 reward?

I want to be able to use the maximum discount that I can on an order, which was possible under the old system. This new system is too restrictive and designed to make one spend more across multiple orders. Frankly, it is crap.

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By in New Zealand,

Anybody else found that everything got broken in Chrome? I lost all access to VIP bits of the LEGO Shop site, plus the entire contents of my Wishlist (with extensive notes). After umpteen uselessly "helpful" emails from LEGO's mindless script-driven tech-monkeys, I ended up fixing the problems myself. Chrome still doesn't work - at all - with anything VIP-related, but I've managed to get Firefox doing the job, after manually cleaning out every last remnant of dross that was left scattered through my system by LEGO's grubby web-fingers. The Wishlist is gone for good though. And LEGO deny there's anything wrong, of course.

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By in Canada,

I appreciate that Brickset responded to readers concerns by doing this interview. Thanks for that. I still haven't tried to redeem points, so I'm hoping all the bugs will be worked out when I do. I did start a new order on the PAB page on the new re-designed website. It is a little more awkward than the old one, but I could be not seeing something simple.

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By in Netherlands,

Let’s face it people: if it looks like a mess, works like a mess and feels like a mess, it is a bloody mess.

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By in Canada,

Like backtobricks has anyone tried applying more than one $100 voucher on Lego.com. In the past we (Canadians) were able to deduct any dollar amount (in increments of $5) from our purchases there was no limit. I know in the past I bought a $299.99 dollar set and used the vast majority of my points and paid nothing for the set.

Can we still do this by applying 3x$100 dollar vouchers on checkout or can you only apply one voucher per purchase?

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By in Australia,

"We have done a lot of work to help reduce out of stock situations"

Oh boy that sure is a funny joke considering the levels of stock the new Australian warehouse gets... And also of course after the whole Lunar New Year sets fiasco.

Also I still cant see my VIP points balance, but thats probably because I cant load the VIP store at all. Would be nice to be able to see the balance somewhere else though.

All in all, they didnt answer a single concern here, they just deflected.

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By in United States,

My physical VIP card still worked at my local retail store last night, when I bought the new Speed Champions Porsche after building the Harley. (Fun build, btw!)

I'm glad that they're working on a resolution to merging the online and store/phone vouchers. I'll wait to redeem points until this is done.

I'm also looking forward to what other rewards and such that they are going to have available once the kinks are straightened out.

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By in United States,

What I would love is the ability to convert my VIP points in exchange for some of their exclusives, like the recent SDCC lego exclusives. Even if it is at an abnormally high exchange rate, at least it would give me an avenue to obtain these without resorting to sketchy online resellers.

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By in United States,

@Block-n-Roll, YES!
Had to switch to IE on Win and Safari on my Mac.
What a ****ing cluster!

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By in United States,

This is a real shame as the program had nothing wrong and was a real incentive to shop with Lego. If it is too complicated, then I will just shop elsewhere for the majority of my purchases where it is easier and I may get faster/free shipping.

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By in United Kingdom,

I find it bizarre that they identified issues with the VIP programme and then implemented a new system which introduces new problems and makes the whole thing less customer friendly.

It may be that they're on the first step of rolling out the new programme, but this halfway house makes them look really really amateur. Where was the consumer testing and feedback before the launch? They've really missed the mark with this update.

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By in Portugal,

Whatever the intentions "for the future", the fact remains: the current VIP program is a nightmare to use and just puts off people.

I have a ton of VIP points but since this new program came into being and the process of redeeming them became such a hassle, I have stopped making purchases on LEGO's official website entirely.

And once the UCS Star Destroyer is released, I intend to spend all my VIP points in it and abandon the program altogether.
For such an awful experience I can always use my local retailers own customer cards.

If LEGO's objective was the reduce the number of VIP members, well done. Mission accomplished.

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By in Sweden,

I think it nice that you're now able to add your VIP card to Apple Wallet!

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By in United States,

@Block-n-Roll
I don't use Chrome (I actually eschew all things Screwgle), but I found that I was also unable to log in using Edge. I switched to Firefox and could log in. They've got a lot of wrinkles to iron out.

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By in Australia,

If it ain’t broke...

It still feels like a major downgrade rather than the upgrade it should. Was the old system really that bad? It’s all a bit complicated nowadays.

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By in United Kingdom,

IMO, they should have waited to launch the new system until they had an automatic redemption system in place, both online and in-store.
You should be able to get to the checkout and say, "please use some of my points", just like before.

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By in United States,

For all the people asking if you can use more than one money based voucher per purchase, their FAQ online says that you can use as many money vouchers per purchase as you like, but only one voucher for items per order.

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By in Netherlands,

Even with these answers I'm not convinced this is a positive step for the customers. I tried to order a set on the site and before that I looked up what to do to redeem points. Long story short: I've bought it locally. What a hassle. I just want to checkout, click on 'use points' and be done with it!

The special rewards are also laughable. I mean, come on. using VIP points for a downloadable image I can find within two Google clicks to print it and let my kids colour it? Points for me where always an incentive to earn them and spent them as a discount on my next purchase from Lego. Now I even have to keep an eye on the expiry date.... No thanks. As already written in these comments, but let me repeat it for myself, I'll save them and probably do one more purchase at the end of the year and that's that. Very disappointing in my opinion.

Reading the comments makes me think that the answers from the VIP director hasn't clarified anything really. Is Brickset planning to give the feedback in these comments back to the responsibles within Lego?

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By in United States,

I don't understand all the difficulty, it worked like a charm for me. Yup, like a good old cursed bad magic voodoo charm meant to bring you doom... LOL, all is good now though! Well, except for the few (ahem, many) issues mentioned above haha.

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By in United States,

Sounds like LEGO intends to roll out a number of improvements to the VIP program in the future.

Maybe they should have held off on relaunching it until they were actually ready to offer these, instead of burning so much consumer goodwill by having their most loyal customers beta-test this thing. That’s literally the opposite of what a loyalty program is supposed to accomplish.

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By in United States,

For what it's worth... I wanted to buy the Tree House (21318) last night using $70 from the VIP Program. Not knowing what exclusives are on the VIP horizon, I saved my points and bought some LEGO Movie 2 minifigures instead. Maybe this was good for LEGO because I didn't redeem a hefty discount, but the store lost a substantial sale because of the updated program.

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By in United Kingdom,

@BrickSantorum perhaps its a bit cynical but I think these upcoming 'improvements' weren't in the pipeline, they have just been invented to try and compensate for the issues...

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By in Portugal,

For those unsure if they can use more than one voucher online, I tested it out and you CAN use more than one voucher at the same time

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By in United States,

It is lies that people didn't loose points as I did and with the checkout I noticed a few other problems.

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By in Canada,

Using my points has become a pain, rather than a pleasure (it used to be simple and easy at checkout). This voucher system seems completely pointless.

I think this is likely to reduce my [email protected] purchases, and just get what I can at Amazon, where the shipping is also free, and prices are often better.

I this is a major miscue by TLC.

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By in Poland,

Since more than a week I was trying to see how my new VIP account shapes up, but the page wouldn't load. Today I've read comments here and tried firefox instead of chrome- still no success. Finally it works in Edge but one section of VIP page won't load. The VIP section uses automatic translation to my language which makes it look like some fake website and is honestly offputing and suspicious. Previous version of this worked fine even though it wasn't that great of a deal breaker. But now it's even harder to get back my money via vip points- why can't i deduct any amount of points for discount, why does it have to be 600 points then 2400. I have 1745 points and this really frustrating.

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By in United Kingdom,

Not sure why anyone would use the Lego online store to purchase sets if they are available from other online retailers at highly discounted rates. John Lewis (UK) seems to have a lot of the exclusives, often with modest discounts.

Therefore a great deal of people wont accrue enough (any?) VIP points to do anything with, so less incentive to make a purchase with Lego online, so the downward spiral continues.

I know, GWP’s. The only possible argument to using Lego’s online shop. But if we put our rational hat on, are they really worth paying full RRP for? Canvas bag anyone? However, if a unmissable one came along you could always sell your soul to eBay resellers, or just a make one-off purchase with Lego online.

None of the above seems to incentivise regular purchases direct from Lego, so the recent changes to the VIP scheme are irrelevant to most, just an irritation which cements alternate shopping habits.

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By in United States,

The new website is completely broken in google chrome, and its a huge pain to use, been trying to use points on an order for 3 weeks. Typical corporate. Break something trying ot fix whats not broken.

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By in United Kingdom,

I think LEGO really need pushing hard on the in-store redemption aspect of the new scheme.

I was quite irked to read his suggestion that WE could overcome the additional hurdles they THEY'VE introduced if we have "have access to the internet" while in store. I don't believe there's a technical reason why the POS (till) system couldn't automatically generate the voucher at time of purchase, that would at least alleviate one pain point.

Also I'd love to hear his justification for removing the VIP points statement from the till receipt. Again as the POS backend has to integrate with the VIP system to report points I see no reason it couldn't query the same to provide data to put on the receipt.

I really think most of the problems stem from an overly simplistic approach to the use of a 3rd party system which was probably sold to management as a quick fix solution with the added benefit of providing additional incentives via "partnerships" which is where the rather odd "Xbox" promo I presume came from.

I have to give credit to LEGO however for not taking the opportunity, as many companies probably would, to devalue the monetary aspect of the scheme so I do give them props for that. Perhaps over time they'll spend the required effort to better technically integrate the system, I remain sceptical but hopeful.

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By in United States,

I'm disappointed in this new program--the first time I tried to use it I ran into the 30-day expiration problem. Requiring people to redeem VIP points before they can confirm the order they want to place is confusing. Clearly the effect will be to save TLC money by making it more difficult to use the program (the same is true of switching exclusives over to this new platform). The website's functionality is already terrible when promotions are running--imagine the chaos when buyers are trying to navigate this at the same time!

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By in United Kingdom,

I'm largely indifferent to the changes in the scheme...
It now seems to be more like an airline frequent flyer scheme where you can swap your points for flights or hotels/car rental/shopping vouchers etc.
The only thing I don't like is that you have to choose between in-store or phone, or online, when requesting rewards vouchers. Most retailers now don't find it difficult to offer a single voucher that can be used anywhere so I don't see why Lego can't do the same.

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By in United States,

This whole VIP change was the last straw for me. I’m afraid that I’ll only be buying exclusives from LEGO and just getting everything else at a good discount from Amazon etc...

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By in United Kingdom,

Well I can't even get the dratted site to load so I've no idea whether it's good or not. Got an inkling though.

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By in United Kingdom,

Nice to know some people can get into the rewards centre. It just constantly redirects back to log in page!

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By in United Kingdom,

If LEGO can't offer the discounts from points at the point of sale then they're incompetent.
Simple as that.

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By in Canada,

I really don't understand the complaints about the program at this point, to be honest. Once you start using it, it's all quite straightforward and simple to use. The only concession is having to take an extra minute before going to the register to apply credit to your account, should you choose to use a discount. This takes no time at all and the credit is instantly available, so complaining about it is really just complaining for the sake of doing so.

Being able to use VIP points for other, more interesting rewards is a long overdue feature. It makes even wanting to redeem the points for credit a bit moot. I'm more excited to see what they'll offer than I ever was for the 5% flat discount.

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By in United States,

I like that you can now buy promotions with the points, but why do you need to get a coupon or code before you purchase and then have it expire? That's so annoying, why can't they just stay with the card/email system. It was so much simpler. I daresay hope that they revert back to the original system, or at least a similar system, because this new one isn't cutting it for me, and by the looks of it, for others either.

Oh, and does anyone know when the vip application is coming?

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By in Sweden,

If you can't get the site to load... Open a incognito window and go directly to rewards.lego.com and log in there rather than via shop.lego.com. Super annoying.

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By in France,

Thanks for the clarity Huw

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By in Luxembourg,

At the moment I’m also in the « if it ain’t broke... » clan, but this is mostly due to the fact that I haven’t been able to use the new system yet. I can only assume that Luxembourg is then one of the countries that isn’t « supported » ;-). I have now been trying and waiting for a month for ALL my VIP points to show up in the new system (I got about 10% of what it should be). I got an email from LEGO about the split/fused accounts and yet they cannot tell me what other account this relates to. I did get a new card once (with a new number), but it’s under the same name and email address and so it’s impossible to log on with the « other » account. And since replying to a helpdesk email from Lego doesn’t send it to the same person that answered the previous email, it all looks a bit like Groundhog day. Oh well patience is a virtue I guess...

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By in United States,

I do like some things about the new program. Access to exclusive items like the Batpod is much more appealing than just redeeming points for a discount on purchases, and I'm excited to see what else they'll be bringing back. However, the point redemption system is quite irritating, and I think it's stupid that you can't redeem more than one voucher per order.

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By in United States,

Their explanation still doesn’t help me to understand why the new redemption system is better. It was easy before, and is harder now.

@klinton, the redemption most certainly is more frustrating to use, and as the article mentioned some people are afraid you’d print out a certificate but the set you wanted is out of stock. That would never be an issue with the old system. In store it’s not a huge deal if you have the set in hand, but online it can be annoying. It’s a very valid complaint, especially when the older system worked so well in that regard.

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By in United States,

Well, at least they're honest and forthcoming about how wacky things are. Honestly I only ever used points for discounts toward purchases online and that only ever amounted to 10% when I could make a purchase during double-VIP. The rewards were never great, just a pleasent bonus. I found I was usually better off picking up new sets elsewhere when possible.

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By in United Kingdom,

Did Lego move the person in charge of their ICT infrastructure for [email protected] over to the VIP Program? I thought nothing could equal that for bad design & implementation but those two departments have now matched each other in terms of frustration & lack of customer friendly interface.

Linking rewards to Neoclassical economic theory is not a good way to make your company seem customer focused. The lack of flexibility in the economics under-pinning the model will become increasingly apparent over time.

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By in United Kingdom,

@Bricklunch - Must be the same team who made LDD such a fudge-cluster.
Although I think a few of them must have moved to the Powered Up system...

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By in Belgium,

I will say it simply : I really dislike the new VIP program. I hate it doesn’t work with Adblock on. I hate the way you have have to think about your points and if you want to use them before spending your money on the most expensive store. And I hate the cheap rewards. So yeah I will continue to shop there for exclusive sets or when I really like a GWP set, but only because I have no other option. But that’s it. It is clearly not a friendly move from the company and as a professional in the field I question the QA & marketing managers competence.

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By in United Kingdom,

There’s not many positive comments is there?! :-D

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By in Canada,

@Monkyby87: that's a wildly overblown "concern". If you're ordering online, you can clearly see if the set(s) you want is available or not. If you're in store, you've got it in hand. Selecting the redemption option takes no time at all, so it's highly unlikely the availability status is going to change in the instant it takes you to select your credit(s). Even if it's a new item in unusually high demand, it will restock long before the voucher expires.

Seriously, the complaints just feel like people complaining for the sake of doing so. Yes, the program is a bit different now. None of the changes are even remotely as catastrophic as people want to imply. It really is just business as usual, with an insignificant extra step.

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By in United Kingdom,

Personally, I can see what they were trying to set out to do it's just been poorly executed and release far too early in its development. In its current state should have been in beta rather than just thrown out there blindly hoping for the best and no one would say anything haha.

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By in Netherlands,

I've seen a lot of feedback of people not liking it, but to be honest, I think it's great to be able to redeem points for previous promotional items like the VIP card/brand store set. Hope it will continue like this because I will miss good promotional sets for sure (mostly buy bricks and pieces, very few sets)! Getting that set for 500 points or a 5 euro discount for 750 is an easy choice.

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By in United Kingdom,

Be nice to be able to log in but no luck, been trying for over a week now.
The fact that you can’t get the balance on the point of purchase is a step backwards. Plus why the need to generate a code, why not just use your card as before. Seems like too much hassle and dissuades me from using it now.

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By in United Kingdom,

@Klinton77 I buy regularly from [email protected] but my biggest purchases have always been over the weekend of the Star Wars day promotions. I’ve had several experiences where I’ve had a substantial amount of points saved up to use during this period to get a decent discount on a UCS set (which LEGO themselves may have discounted too as part of the promotion weekend) along with very limited stock and purchase window for GWPs only to find out that the set I wanted to buy has quickly gone out of stock. Now, if I have to visit a secondary web site to claim a money off voucher with an expiration before even getting to the store knowing the frenzy that takes place on May 4th each year is somewhat of a concern to me - potentially being left with a large VIP voucher burning a hole in my pocket but no UCS set and no chance of the GWPs only available over that promotion period. Yes, those GWPs MAY appear at some point in the rewards centre, but it’s a ‘may’ not a definite. A good example would be the Darth Revan minifig that so many collectors covet. Had to buy mine on eBay due to S&H failings ...and I’m sure we all remember the UCS Falcon story? :-)

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By in United Kingdom,

Another Chrome user here, yes it's a bit of an omni-shambles when you have to log in twice and the VIP section won't even load. Customer services were baffled and passing it on to more knowledgable sorts. It was a simple thing that worked so well. I will get my Mac fixed asap so I can use safari.

“Any fool can make something complicated. It takes a genius to make it simple.” Woody Guthrie.

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By in United Kingdom,

IMO, the available rewards are pretty poor unless you're going to a Legoland park or want to download a picture to colour in... That you have to get a voucher to use your points for a discount is a major backward step as well.

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By in United States,

The 5% discount has never been impressive and many of the VIP program promises have never delivered - the UCS Millennium Falcon purchase comes to mind. This just solidifies my shift to buying mostly from Amazon. Almost always at a 10% or higher discount and prime shipping is a week faster than Lego “free” shipping.

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By in United States,

They had a very easy to use rewards program. Now, they've made it convoluted and difficult to use.

To be fair, most items could be purchased for less elsewhere so the rewards program was not a big incentive. I'd rather get a discount now than points to use later. Which is why making the rewards system even MORE difficult to use with requesting vouchers and waiting for redemption, is really the wrong way to go. The retailer that gives me an instant discount will always get my purchase first.

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By in United Kingdom,

My biggest annoyance at the moment is I can’t view my purchases in ‘my history’ so cant check if all my points are showing or not! I guess I’m supposed to just accept that all my point have been converted over! Anyone else have this problem?

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By in United States,

I seriously wonder what "future plans" they have for the VIP program and how the old VIP system was not suitable for "significant improvements over time". Was the program set up in a way that made it impossible to add changes? If so how? I mean I like the new rewards site since it feels like a special place for VIP members, but couldn't they have just kept the old system with the new user interface? I don't know... Maybe I'm just spoiled, but one thing I can say for certain is that the implementation of this new program was done absolutely horribly. Like I said before they probably didn't even test out the new program before launching and didn't even bother finding bugs or compatibility issues with different browsers. What a dumpster fire of a program. I'll actually be impressed if they manage to fix all this in a neat and orderly fashion.

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By in Canada,

i'm still confused about how to actually log into/register my account. When I try to log into my VIP rewards, the link routes me back to the main VIP page (where it says "join VIP today!"). Assuming that my old credentials were no longer valid, I tried to register for VIP anew: when I entered my info and clicked submit, however, nothing happened. Yet the website says I'm logged into my account, so, I'm still unable to even access my account and am very confused.

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By in United Kingdom,

The whole VIP points to voucher thing feels very much like a system designed by someone who will never have to use it. Just really wrong-headed.

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By in United Kingdom,

^^^^^^^ omnius, don't buy the colouring sheets with VIP points. In the kids area of the LEGO website they are free, plus you get a better selection. Another "improvement" of this scheme!

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By in France,

It first worked correctly. Then a few days later could not access VIP page any more, 't' was turning in circles and drove me back each time on [email protected] Had to phone customer service, who couldn't fix the issue. He told me that I eventually had to create a brand new account once he would have erased the ancient one. Which I used since the beginning, more than 10 years ago. Got my points credited back, all works well now, but just lost all my order list and data. A bit upset. Just have to say that once more customer service people were very kind, patient, cool and professional. But new VIP program will have to prove me strongly that the new one better than the older. Wait, buy, and see.

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By in United States,

This is just a nightmare of a rewards system. You shouldn't need an entire article to explain why it's not objectively worse than it was before.

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By in United States,

"Improvements over time" means, to me, that it'll be better for Lego and not better for us. The VIP Program was of such little value that its best aspect was that it was so easy to use.

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By in United Kingdom,

@Pengneve Thank you :)

I'm afraid the whole move just seems anti-consumer to me: the value of points being unclear; having to redeem a different voucher for instore or online; not being able to make impulse buys with points because you have to claim your voucher first; vouchers expiring, potentially when stock runs out before you can redeem your voucher because you have claimed it but not received it yet. The annoyances are endless. And in the scheme of things, I'm not going to get mad about it, but lets just say that as someone who is tech savy and who is used to Lego's website being, let's just call it 'quirky', the new VIP system is nothing but a frustration. It's another supposedly simple system made more complicated than it ever needs to be and I'm not sure I can be bothered with it. For those who are more casual Lego buyers or not techy savy I can only see this as another hurdle.

As such I find this new marketing strategy completely confusing; either the people in marketing are on another planet and truly believe that this is going to help people or the whole new system is designed to put people off from using points/ have people claim vouchers that expire before they can use them. I just don't know who would think that this new system is a good idea? And don't get me wrong, I think the ability to use points to buy new or previous promos is a good idea, but there is no reason that perk could not have been implemented without this shambles of a new system. It is rather disheartening to be honest, because either way it does not look good for Lego.

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By in Norway,

The VIP site doesn’t work for me either - I am just sent back to the shop when using Safari on my iPhone and iPad. And even the login to the main site has been problematic the past months. I had to dig out my old MacBook and download Firefox to get the VIP site working. Very cumbersome to have to switch hardware for ONE website. Will probably end up shopping less from [email protected] until they hopefully get their site fixed...

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By in Sweden,

Way too complicated. Before, I would just go to a store with my card and use whatever discount was available, same in the online shop. I never kept track of points or planned any of this.
Will be buying from Amazon in the future.

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By in Germany,

I predict the "future improvements" will turn out to be along the same lines as the "special benefits" for the Black MF VIP Card holders...

Seriously, I hate the new VIP program and have stopped buying from [email protected] for VIP points altogether. Like others I will use my remaining points someday and then be done with it. Making a system that was simple and easy to use into something that is complicated and only works on certain devices/browsers/settings and not the ones I use at that is not customer friendly. And those non-answers in the article are just what one expects from marketing people who have lost all touch with their customer base.

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By in United States,

LAZY - LEGO is complacent and lazy when it comes to tech coordination... I spent over an hour with them on a call trying to resolve the safari issues and in the end chrome didn’t work either. They plan to have a patch at some point and understand that many Apple users have this issue.

I was one of those folks that lost all my LEGO Dimensions game play year 1 as they overlooked a few things that might cause that loss. This is a repeat of that experience playing out for me...

They need to step up their game on the customer experience and stop the laziness and complacency when they make tech upgrades/updates...

LEGO are you listening?

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By in United States,

I should have $20 worth of points to use. I have not been able to get into Rewards Center. Friday, I have a bonus coming that will be around $300 to $500. I am debating between #70840 Welcome to Apocalypseburg! and #21318 Treehouse, maybe even both! But I can't redeem my points, and I'm not going to spend any more money at the Lego store while this continues. Maybe I'll get #70677 Land Bounty at Target, and wait until I can get the Treehouse from Barnes & Noble... where I get 10% off (membership does cost $25 per year).

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By in Ireland,

I was in the Glasgow store the other week, I checked the VIP site before I went in so I could redeem points - but I only could redeem vouchers for phone orders or Lego.com vouchers, there was no option for me to redeem in store vouchers, previously it was never a problem to get money off.

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By in United States,

Why is anyone looking at this like its supposed to be a POSITIVE for consumers? Any change to a loyalty program (or, the very creation of a loyalty program) is designed to be positive for the SELLERS.

Really surprised by some of the comments on here:

- Why can't we just redeem points - they don't want you to.
- Why can't I just redeem at whatever level I'm at - so you spend more to get to the next redemption level.
- Why is it harder to redeem - so you redeem less and buy more.

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By in Canada,

I have always found The LEGO Company to be responsive to our concerns and complaints. I have confidence that they will address the problematic issues in the coming weeks and months.

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By in United Kingdom,

I was dubious about the new system so thought I’d spend all the points I’d been saving.

I redeemed all of my points for £290 of online vouchers.
I went to shop.lego.com and put a Cloud City in my basket.
I applied all my vouchers to the purchase, I got green ticks next to all the vouchers, leaving only £9.99 to pay on credit card.
The purchase went thru...

BUT...

When the invoice arrived by email a few days later none of the vouchers had been used and they’d put £299.99 on my credit card!!!!!

I rang them but it had already been shipped.

Kindly they redeemed all the vouchers back into points, as I don’t intend to spend another £290 before they’d expire.

So not only more complex, but it didn’t work!

I also hate that a spontaneous brand store purchase is now so difficult.
See something I want...
...now go online and buy a voucher before I can pay for it!! - ridiculous!

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By in United Kingdom,

It’s quite a faff for a small discount that is usually bettered elsewhere - Getting the points at the till and having a bit knocked off was very pleasing, especially when I had accumulated a fair bit. This just saps a layer of small pleasure by adding another tedious process.

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By in Italy,

The new system with its new possibilities is welcome, but some decisions create very uncomfortable situations.

At the moment the main problems for me are:
- Using a single coupon per order. If true, that means I could not use all my point in a single order if I've points for 45€ of discounts, because I need three voucher to convert them. Similar situation if I want to take a promotional item and have a discount together.
- The expiration of a coupon is very troublesome for me. If my purchase should be cancelled for some reason, probably I'll not have the opportunity to use it in 30 or 60 days. A coupon should not expire, or at least expire in at least six month or, even better, it should be convertible again in vip points in such cases. A good idea could be the chance to convert back it within 1 hour from the moment you redeem it, but it would be a patch, the whole system should be thought better.
Maybe the chance to redeem a coupon inside the online order itself, confirming the operation only if the order is completed successfully, would save the day. Unfortunately it will not work if the order is cancelled afterwards, as sometimes happened to me.
- I still have not understood how the expiration of the points works. Before I had two years since I earned them, what about now?
I've read they don't expire (and that's a good thing!), but you have to use your account or after 18 months all points will be removed. The question is: "use" the account means make a purchase, make some kind of operation or simply access the account?

About the website, I've problems with Firefox. I had to use a chromium-based browser to access the new vip page. Hope they fix it soon, a website should be widely tested with all main browsers.

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By in United States,

@speedorz4ever, you’ve completely missed the point of everyone’s complaint.

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By in United Kingdom,

@Joefish: LOL. Too true.

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By in United States,

So, “however if you choose to use your points in store, the process after making that selection remains unchanged.”

I can still just tell the cashier to use all my points & not bother with the stupid vouchers?

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By in United Kingdom,

My understanding is that under the old system a LEGO employee worked out that they could create bogus VIP accounts for real customers who didn’t have/want a VIP account and redeem their VIP points. There was no way to stop future employees from doing the same except to change the loyalty scheme. I’m not certain how the voucher system prevents the same thing, but apparently it does.

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By in United States,

I tried to redeem points at a store last week. No cell data signal in the mall, so no luck. If TLG felt they must have such an arcane new policy, it should have come after rolling out free WiFi in all their stores. But that would make it much too easy to find Amazon discounts that are far more valuable than VIP points were even before they ruined the program.

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By in United Kingdom,

+ Adding friction to the in-store purchasing/redemption process is incompetent.
+ You know you've got your new rewards program wrong when your fan community feels the need to ask for an interview to explain it.
+ I still don't understand how this is better than the old system for me as the customer - it is just more faff.
+ It used to be easy to convert points to currency in your head. Now it is not. That cannot be a good thing as the points are meaningless.
+ If I understand it correctly (which I may not!), the sweepstakes look like a method of gambling your points away when they could have just had a button to enter a competition instead. Lego should not be associating themselves with gambling.
+ It sounds like Lego have changed their IT system and YET AGAIN have had issues.

I am honestly not a complainer, but I really admire so much of what Lego do, I love their product, so it is so disappointing when they repeatedly mess up in this way. I just want to buy some stuff, earn some points and use them for money off in the future in a fair way. If I can't redeem at the till without faffing on my phone first or making several pointless vouchers online beforehand then I will purchase from Amazon & co in preference. Lego could have kept that feature but added the new other benefits to the online store. More importantly, I think less of Lego because of this. Have they employed a consultancy or MBA graduate to help create this?

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By in United States,

@brickteller Maybe they expect people to use data? I don't know, though, you'd kind of expect WiFi everywhere in a mall...Though, I've noticed it isn't.

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By in United Kingdom,

^^^@Zander That used to commonly happen with Argos Premier Points collected at uk petrol stations. I guess for it to work nowadays you would need to use each card less than once per couple of days, and only on cash transactions to have a chance of not getting caught (as I imagine they should now at least have some simple checks to flag suspicious activity).

I think they might now lose more sales than the amount of fraud saved though...

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By in Denmark,

Really beginning to stink of "we've got a problem and we can't tell you about what we're doing to fix it, so we'll dress it up in a revamp"
The vast majority of people earned and spent vip points in their own currency. The points were easily convertible in your head to currency. Now they don't make sense even in DKK, which is the currency that they are based on.
I have a Danish account /currency /language and I can only get vouchers in GBP...

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By in United States,

@Zander That is one of the potential reasons why Lego might have changed the VIP program, however, even with this new system an employee can still create fake accounts, register them, and still take points from people who do not have a VIP.

Also, blaming retail employees for not understanding how the VIP system works is ridiculous. I have read the communications directive that was sent to Lego stores and the directive made no sense at all. To add, it had multiple grammatical errors, repeated phrases and questions, and talks about things that are not even implemented (a VIP ranking system of platinum, gold, silver, etc). Ultimately, this is most likely an problem with management and communication team.

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By in United States,

I'm guessing we have to create vouchers for purchases as a security measure to prevent theft from Lego store employees and nosey thief shoppers. The way it was, all you needed was the VIP number or email address at the register to use them. I could easily obtain that info while in store and use up someone else's points. Same with an associate. Now there's a little bit of authentication happening with the vouchers.

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By in United States,

I was close to having $100 worth of VIP points before this stupid change last month. I've since made multiple purchases and have finally just reached the 13000+ points I now need to get $100 off a purchase. I honestly don't think they converted my old points properly nor do I think I received any points for the two purchases I made in the Lego store while at Disney World right before this change occurred. Since my receipts don't show any points I have no way of knowing. My account doesn't show me any of the points that were earned prior to this "wonderful" new program so that I can even try to figure out if I received any points let alone the correct amount. Very frustrated by this whole thing. It is not at all any type of improvement over the old system. If they really wanted to show us that everything was transferred properly there should have been an accounting statement sent to everyone showing what they had prior to the "upgrade", and what it was converted to under the new system with a new total. Their explanation of you earn yy points on xx purchase is incomprehensible & translates to we pay & they decide how many points they want to give us with no way for us to calculate how they determine it.

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By in United States,

"If you are in store and have access to the internet, redemption can happen on your device and be ready for checkout right away."

Great. Except there's no wi-fi in the entire mall where our state's only LEGO Store is located, and the in-store ordering screens have been removed several years ago. Maybe if you're going to require online redemption of points, you need to offer online access to redeem said points.

@Klinton77:

Well, unless you have to hop in your car and drive to the nearest restaurant to mooch their wi-fi while you apply for the voucher...

@mr_skinny:

And you just converted all your points to a voucher, so you can no longer redeem them to pick up any GWPs that show up as redeemable rewards.

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By in Canada,

I feel that the Director not having their name published in the article is very telling of the VIP program in its current state.

I see nothing positive for the consumer in these changes, and I don’t believe them for one second that this will eventually result in a brighter and better future.

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By in United States,

Maybe it was just me, but I read it as: "While we know people are reporting serious concerns, we do not care and are staying our course." Sure, some things are better explained, but the whole 'whoops, our bad' with the failure of the limited availability of the Bat-Pod leaves much to be desired IMO.

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By in Germany,

This is the quote that annoyed me the most:

"In hindsight we should have waited until all the bugs were worked out. Lesson learned."

Lesson learned? I don't think so.
If there is one thing guaranteed in life it is that TLG has NEVER learned its lessons from any of their marketing and IT disasters like this one, and I fail to have confidence that they ever will.

We should have a campaign like in the Sixties when fans kept writing letters until Star Trek was renewed for a final season, or in the Nineties when annoyed customers collected hundreds of thousands of AOL spam CDs and dumped them in front of their corporate headquarter.

Seriously, backlash about this VIP program relaunch should be so severe that TLG finally notice how p***ed off their customers are. I for one made sure to let the staff at our local LEGO store know exactly how I felt about this insult to their most loyal customers. Turns out the employees are not happy about it either because they get the full force of the anger of the customers. (And it appears there are no customers who are happy about the changes. Who would have thought?) Which is the most annoying part because it is not their fault, but they are the "face to the customer" after all.

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By in Luxembourg,

Sound very much like an Agile project, where they misjudged what the MVP (Minimum Viable Product) should be. Or they didn't manage to implement everything withing the scope of MVP prior to the arbitrarily set Go-Live date, but decided to launch anyway.
Or both. Could very well be both.

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By in United Kingdom,

I tried to order an egift card recently and the codes did not come through. I went online to customer chat who told me to try again. Same result.

I spent all night trying to sort the mess out. By morning the orders were through and the money was holding in my account. Customer service told me that because they were out when the orders came through they could not be cancelled. As a result they would refund one and I would be able to keep the extra. So I managed to order something worth twice what I originally received and still have a balance on the card, as well as my points in VIP.

This is only the second time I have had a problem with lego, the first was missing pieces from an architecture set, which I had to send back and they sent me a new one.

I think the point jump between vouchers is too vast; 800 to 3,200 to 8,000 to 16,000, there should be some vouchers available in between those amounts.

It was much easier before when you just clicked the option to use points during checkout.

I could only use Edge to see VIP before, now it works in Firefox. The only way you can see your wish list is if you login to VIP then go back to the shop. You can only remove or add to bag items on there now, no click to remind yourself what they feature.

While the discounts at Amazon are good, you do have to check them frequently. I decided to order a set from them and was waiting on vouchers to do so, but the discount disappeared the moment they arrived.

I can only hope that whatever benefits are supposedly coming, like future sets, will encourage me to keep using VIP. Because what they've added at present does not.

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By in United Kingdom,

@daniellesa I think the point jump between vouchers is too vast; 800 to 3,200 to 8,000 to 16,000, there should be some vouchers available in between those amounts.

You can just redeem multiple times for the lower ones and mix and match. eg. can redeem 1600 points for 2 x 800, or 4000 points for 1 x 800 + 1 x 3200 etc.

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By in Germany,

I haven't seen anyone talking about a huge problem with this system ... maybe I just don't understand and someone can enlighten me.

I had 500 points before all this. Previously in the UK 100 points would get you £5 off, so I had £25 off sitting in my account. Now a £5 voucher costs 800 points ... so my points are worth nothing until I spend £300 more?

I contacted Lego about this but they just gave me a form reply that didn't confirm or deny ... am I doing something wrong? It really makes me not want to buy from Lego anymore.

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By in United Kingdom,

@chocolategoddess Your old points will have been converted to new points - 500 old points in the UK would convert to 4000 new points, which is what should now be showing in your VIP account. If not, contact Customer Service

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By in United Kingdom,

@Minifig Jez Not only is that a shambolic mess up, but surely is that not illegal to take more money from a customer than they agreed to at the point of purchase?

And I would like to say that that is not just a mess up with this system - Lego often adds on a few pennies or more when there is B+P in a order. I often have a discrepancy between my order email (and the screenshot I take of my order in case the email does not come through!) and the amount later invoiced. I then find my account has changed to the new total too. It's actually very dubious and if it wasn't such a small amount I would be complaining. If they do it to multiple customers though these amounts add up. £299 though is just a joke. I'd be telling my credit card I did not authorise that payment.

Also, to have accrued £290 of points means that you must have spent a serious amount of money with Lego (even if you were to have earned all of them on double VIP). And only people who do spend serious money really benefit from the VIP system as we all know for the majority of products it is cheaper to go elsewhere. By my thinking then, this whole system is just annoying those loyal customers who have chosen to shop with Lego and generally pay full RRP, customers who have probably only done so because of either a GWP or the VIP system. So why would you alienate and annoy your loyal customer base and mess up one of the large incentives for people to buy from them?

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By in United Kingdom,

Shropshire in United Kingdom, 08 Aug 2019 10:17

You can just redeem multiple times for the lower ones and mix and match. eg. can redeem 1600 points for 2 x 800, or 4000 points for 1 x 800 + 1 x 3200 etc.

I gathered that, but I still think it would be nice to have a target midway between some of those points, because the climb is vast, whether you use multiple vouchers or not.

I commented on another article about the VIP points that this was like a survey rewards system and while they allow you to cash multiple vouchers at differing amounts, they also have vouchers in increments of 5, 10, 20, 25, 30, 35, etc and their point system is not as vast as legos. I just think it would be nice to have that choice.

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By in Germany,

So they have basically removed any incentive whatsoever to buy directly from them. With even their "exclusive" sets available with "selected" partners, which do offer discounts, there simply is no point in buying from their - never really working the way it should - online store. The savings from the discounts elsewhere easily let me buy their gifts on ebay - I will still save money. The whole situation is an utter disgrace. There is not a single front were TLG is not disappointing its customers. And that in a phase were other brick producers are starting to offer sets are are the same quality, cheaper and not stolen IP like they used to be.

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By in United States,

I don't think I've seen this posted yet but I've run into another weird error. I just recently bought the Ship in a Bottle set when it was on sale. After like an hour of struggling I realized that the order page doesn't work in Chrome (either mobile or desktop) and finally tried Firefox. I managed to use $45 worth of vouchers (two 20s and a 5), which brought the price down below the $35 necessary to qualify for free shipping. I only realized this after I clicked order that the price was $5 too high and that it appeared that I had paid for shipping, which I didn't think was right. As it turns out the order screen was incorrect, and I was actually charged the price without shipping! I hadn't even called, so either they figured it out themselves, or the coding is wrong in order screen but somehow correct on the backend. Either way, it's something to look out for.

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By in United States,

I had no problem turning my points into $150 to spend on #42083 Bugatti Chiron.

I'm interested in the 500 point VIP set, but it sounds like you need to make a purchase in order to retrieve rewards like that. That is something that I think needs to be corrected - in other rewards programs, rewards like this are often shipped free.

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By in Germany,

@SithLord196: add to that the fact that - like the Bat-Pod - the 500 point VIP set is also shown as sold out and has been like that for over a week.

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By in United Kingdom,

There's not a lot I can say that many others here haven't already said, so I'll simply add that I also feel I have less incentive to go direct to Lego.
Unless it's a in-store gwp and they have an exclusive set I can't buy from others, also cmf's as the staff are amazing and help you find all the characters you need without mistakes.

Please remember the staff in-store aren't responsible for this whole mess so be kind to em, my local Lego store staff are all fantastic.
(Blue water ,Kent)

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By in United Kingdom,

You're all lucky to be able to login. I still can't get access, and Lego saying - technical issue with my account, and will be fixed "soon" whenever that is!

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By in United States,

I haven't accrued or spent any points since the revamp, or even been to the website more than a handful of times. I moved my wishlist to brickset and amazon. VIP points were always a rather lame justification to spend more than was necessary. I'll be weighing pros and cons of each GWP and the bar will be high - minifig scale and useful in my city: as nice as the hoth build was this year, it doesn't really fit in my collection.

Several people have been surprised at the community reaction. But if the incentive to use the program was super low already, adding a step isn't going to help. (I agree that making the program more useful to customers was never a goal to begin with.) And my sympathies to the many people who have had it worse than me, those with actual issues.

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By in United States,

If I shop at Target with my Red Card, I get a flat 5% off, period. No hassle, no vouchers, no hoops to jump through. And if you price match from Amazon at Target, you get 5% off the Amazon price.

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By in United States,

I have a suggestion that is a big long shot. Since TLG is very big on "feedback" we should take every chance to just critique the new VIP system. Whether its those surveys on receipts or on the website just give them the feedback they ask for.

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By in United States,

I've been saving my points so I can walk into the LEGO Store one day and walk out with one of the larger items on my wish list for free (or greatly discounted). As long as I can still do that and the value of the points I get for every dollar I spend hasn't gone down, I'm good.

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By in United States,

I can attest to the problems with Wifi at the Lego Store. In Birmingham, Alabama, I had to walk out of the store and try to find a hot spot in order to generate three vouchers. It is definitely not user friendly at this point. One of the employees indicated he was innundated with complaints about the new system. I honestly feel like Lego is trying to discourage point redemption by making the process difficult and by offering opportunities to waste your points on coloring sheets or sweepstakes where you have a 99.999% chance of losing.

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By in United States,

@backtobricks:
I've never seen B&P result in adjustments to the purchase total, but I do remember that it used to be possible to order from a LEGO Store and get free shipping. They caught on to that and set B&P orders outside of that system. They no longer counted towards the minimum for free shipping, and they hit you for shipping charges even if the rest of the order did qualify. It's possible that's tied to whatever is causing you to see microcharges get added to your total.

@Floyd668:
In the past, free shipping was earned for MSRP, before taxes and discounts were added. It _should_ work the same way now, though it's possible they guffed the coding and it either shows that you get dinged for S&H when you don't, or you actually do get charged.

@stevesheriw:
You _have_ wi-fi available? Somerset in Troy, MI has none that I know of. The mall doesn't provide it, nor does the LEGO Store. _Maybe_ it's available two floors down in the Apple Store, or in one of the sit-down restaurants, but there's nothing right near the LEGO Store for sure.

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By in Australia,

@Fizyx

Do you mean that in order to use 3 x $7.50 vouchers in one order, I have to order 3 items?

What if I want to use all 3 on one item in one order, which used to be the case under the old system?

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By in Singapore,

I’m so confused? If I want to use my VIP points, I have to convert them into a voucher first? And the voucher expires but the points don’t:?

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By in United Kingdom,

@Purple Dave Thanks, but no it has nothing to do with shipping. I'm talking 5p here, 12p another time, even £3 something once.

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By in Netherlands,

I cannot login to my account anymore, can't reset my password either, so yeah, I lost my VIP points, but not that much since I maybe order once or twice a year since lego shop is way too expensive compared to eg. Amazon.
Now I guess I won't ever order again from the Lego shop, unreliable.

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By in United Kingdom,

When this all first changed over and I realised the 3rd Marvel poster was only available through a points redemption, I was so annoyed. I emailed them to voice this as I only had 440 ish points I would have had to place an order to first get the points I need and then place another order to get the poster. To be fair on them at the time I received excellent service and they actually credited by account with the points I needed in order to get the poster.
Having thought about it more thought the new system certainly seems to benefit lego more than the customer as said in other comments.
I would much rather place an order for a free gift for example over £50 than have to place two separate orders to get the gift with the second one. I think my orders from Lego will be few and far between from now on.

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By in United States,

It wouldn’t let me log in or change my password prior to this changeover so I haven’t even attempted to log into the new stuff. I’ve always had issues with shop at home (and no store near me).

I have noticed I used to buy tons from them (when it worked), but lately have just waited for discounts from other retailers. Gifts with purchase are great, but I haven’t wanted any in a long time. So I don’t know if I should complain or not. It is what it is.

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By in United States,

Some interesting comments, complaints, suggestions.

The only thing that will really send any kind of message to a corporation is how you spend your money. If the VIP program is not to your liking, stop using it and let the company know why. Do what you can to redeem whatever points you have remaining if you have a lot already invested, but don’t buy in to the idea of spending a lot more to get them redeemed. Try to wipe it down to as low as you can go.

Then make a decision. Buy from LEGO or don’t. If you don’t, and lots of others do the same, that’s a lot of money off the books. Suits notice that. Truth is the power as consumers will always be ours.

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By in Sweden,

Contacted Lego to ask why my rewards are shown in USD when I live in Sweden and should see SEK. The automatic response told me they are unusually busy atm so it may take a while to get a proper reply. Seems like I'm not the only one complaining to them in addition to posting on forums...

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By in United States,

@xcrossx
Making the "3 of 3" Marvel poster available only by point redemption (when the first 2 were free gifts with purchase), soured me on the whole VIP revamp before I even realized about all the other programs with it. The convoluted voucher process, expiration dates, and requiring a separate purchase for each physical promo redeemed were just 3 more nails in the coffin of what used to be a lackluster but straightforward loyalty program.

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By in United States,

I forgot to update my finding regarding my inability to sign in using Google Chrome. It was as simple as allowing 3rd party cookies in my browser settings. Even though this fixed my issue, it's irritates me that they force you to do so. This is the only time this has ever been an issue for me.

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By in Germany,

My wish list has been empty since they rolled out the new system. Also, VIP-membership is now less interesting to me. It creates a lot of extra hassle for hardly any added benefit.

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By in United States,

Their new VIP program sucks! It wouldn't even let me log in to their fancy tablet at the Lego store yesterday because the site "wasn't working" so I didn't get the $10 off I supposedly have. Does Lego not know not everyone has WiFi everywhere on their phones? This on top of the lack luster customer service I got when I called to complain about the smushed corner I received on a set I ordered from them that was meant for me to keep the box for. They are going in the wrong direction just like bricklink.

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By in United States,

Nice article for some corporate propaganda Brickset! Who do you think you are The Washington Post or NBC News?

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