It’s a beautiful set, but I’m going to have to use some serious VIP points to bring that price down when I do get it…

I already redeemed $90 worth of VIP points to get it

Wow, I've seen like zero chatter about this. Bummer.

Far clearer to see all the mini-figs on the ground, which makes you wonder why the part platform is needed.

@Wrecknbuild said:
" @Goodthings said:
"Do not buy from lego.com

Cancelled my account over missing parts
Refused to send parts from a set as over 90 days
Even though they sold me faulty goods

I had 30 pounds of vip points left
Said I could have my final order and use them
Which was the lion castle which they had cancelled
I told them I was not paying them 300 pounds after the way I was treated

I then made a small order about 55 to get free shipping use up the vip points

They canceled the order and said I could only have 90%
Of the vip points total order
They the order must not be more than 33 pounds
I have still not used the 30 pounds vip points
To which I believe Lego.com have stolen from me
With the lies and goal posts moving

So they lied to me and are a total disgrace

Can we have an article about the way Lego.com
Have been treating customers so baldly

"

I'm not a fan of corporate TLG matters, but as far as the customer service goes, I think they're top notch. I'd just try again to get to speak to another service employee."

I have tried to sort this out over five times
They just keep lying and changing the goal posts

They have added to the system that I can only have 90%
Of the vip points 33 pounds
This is all the say
They just ignore that they lied and told me different before

All they care is about profit

No customer care or after care

I also told them they were breaking the law
They did not care

The ended the last chat when I told them

This was in the public interests
And they should be investigated
And all the findings made public

They are a complete disgrace

I have liked Lego most of my life
And I was ready to give it up
After they way I was treated

This is not the first time I have problems
With lego.com

I bought a 140+ set they sent me a 70+
Set and refused to correct the error

After many chats phone calls not getting anywhere
They claimed they had done no wrong And I was lying
Etc

I finally got it sorted It was over the label and the box size
On the box as the 140 + could not fit in the box they sent me

They still made me send the error back to them first
And would not ship till the error was back in the system
I didn’t really want to do this
This took some time and they finally shipped the correct set

And I did not buy from lego.com for many years over this

One thing is for sure I will NOW NEVER buy from lego.com again

@Goodthings Too bad about your experience, I don't recognise this in my own experiences with lego.com. I'm having some trouble associating your username to the ways you adressed customer support though.

In the end... you'll keep buying from Lego... maybe indirectly through a retailer... but still. The only way to really hurt Lego, is to stop buying their product, period.

@monkyby87 said:
" @Goodthings said:
"Do not buy from lego.com

Cancelled my account over missing parts
Refused to send parts from a set as over 90 days
Even though they sold me faulty goods

I had 30 pounds of vip points left
Said I could have my final order and use them
Which was the lion castle which they had cancelled
I told them I was not paying them 300 pounds after the way I was treated

I then made a small order about 55 to get free shipping use up the vip points

They canceled the order and said I could only have 90%
Of the vip points total order
They the order must not be more than 33 pounds
I have still not used the 30 pounds vip points
To which I believe Lego.com have stolen from me
With the lies and goal posts moving

So they lied to me and are a total disgrace

Can we have an article about the way Lego.com
Have been treating customers so baldly

"
While that all sounds bad, I’m guessing the majority of people here, including myself, have far different and better experiences than that. They’re prices are high, but k haven’t had any negative experiences with them that are even close to what you’ve gone through. It’s also kind of hard to figure out what’s going on, your explanation of everything is confusing.
"

So far the only issue I’ve had with LEGO.com is my NES set missing a part. Even then, they were quick to get back to me and sent a new one without too many questions.

The VIP points I’ve always found confusing, and I honestly don’t bother with them. I don’t buy much LEGO anyway, so I can never get enough for them to ever be useful.

Sorry to hear about your experiences and can sympathize having my own...having been banned over a year ago. No real reason given apart from breaching T&C. But subsequent calls/e-mails to customer service got to the point where Finance dept flagged my account for making multiple orrders during release times with purported attempt to acquire multiple GWPs...and certainly not recognizing that I did so in order to spread order over different payment methods. Certainly not as if one could opt out of a GWP.

Anyways, back to the subject...this is a great looking set and is certainly gong on my wishlist. Unfortunately thinking this is where it will remain until retirement sue to the other great (and increasingly costly) upcoming sets as well as those already on wishlist.

@JayCal:
Fortunately, magic.

@CM4Sci:

https://brickset.com/article/80125/76405-hogwarts-express-collectors-edition-official-images

August 9, 172 comments

https://brickset.com/article/80275/review-76405-hogwarts-express-collectors-edition

August 25, 113 comments

@Anonym:
I preordered my 10179 for $400. Granted, that was in 2007 dollars…

@Goodthings:
I’ve never had anything remotely like that experience, and I’ve had to have water-damaged sets replaced, and one set corrected when they sent me the wrong one. I’ve had to get mispacked parts corrected on a set that wouldn’t technically release for a couple more weeks, and even though they didn’t have access to the parts list yet, I was able to walk the rep through using another set that included the correct part. I’ve had VIP points added to my account for reporting errors in their instruction books.

One thing worth noting is that you’ve got a different phone number for customer service, and you’d be dealing with different local management and employees. I don’t know if they flag “problem accounts” or not, but based on a few discussions I’m thinking it might be likely. One other individual here in the US has claimed to have a similarly bad string of interactions, but before that I remember someone saying they bragged to the phone rep that they planned to flip the stuff they were ordering, and got their ability to buy from LEGO.com cut off. I know the physical stores have local lists, because I know of two instances of people getting on the bad side of their local store managers. In those cases, regular customers are easy for experienced staff to identify, and it wouldn’t take long for at least one employee to be able to spot them any time they visit the store. For a call center, it would have to be flagged to the incoming phone number and VIP account, plus they can reportedly also block any cards you may have used to make purchases.

LEGO.com works with me…
Most problems have a solution.
WHOOSH! Issues fixed.

Or…

There once was a man from Nantucket… :D

"Otherwise, in many cases, the incorrect one would not get returned once the customer gets the replacement."

What about most cases?

Probably beating a dead horse, but I gotta reiterate that this would’ve been a day one purchase if it fit on standard track. It’s gorgeous, but I don’t see myself ever buying it.

I’ve only ever had fantastic experiences with LEGO customer service, and I’m sorry to hear that others apparently haven’t.

I recently had the tracking number I received for an order show that it had been delivered to an address in a state many, many states away from me. I contacted both FedEx and LEGO, and LEGO, without question even though FedEx was clearly at fault, re-shipped a duplicate order right away, which I really appreciated as I wanted to get the Forest Guardians’ Hideout GWP before stock ran out.

Unsurprisingly, the original screw-up was caused by FedEx (a company with whom I actually do have many complaints). FedEx somehow issued two identical tracking numbers, so my package - with the same tracking number as the one delivered far away - arrived a few days later. When the second LEGO package arrived, I called LEGO, explained the situation, and returned the second package to them, since that was the honest thing to do.

LEGO acted in good faith to fix a mistake that wasn’t theirs. I love LEGO customer service, and I do hope they maintain the quality, care, and customer experience they’ve always displayed in my interactions with them over the years.

@JayCal said:
"I hope it goes in a straight line to Hogwarts because rumour has it, bends are an issue."

It can’t be motorized. It’s hard mounted

@winbrant said:
"Sorry to hear about your experiences and can sympathize having my own...having been banned over a year ago. No real reason given apart from breaching T&C. But subsequent calls/e-mails to customer service got to the point where Finance dept flagged my account for making multiple orrders during release times with purported attempt to acquire multiple GWPs...and certainly not recognizing that I did so in order to spread order over different payment methods. Certainly not as if one could opt out of a GWP.

Anyways, back to the subject...this is a great looking set and is certainly gong on my wishlist. Unfortunately thinking this is where it will remain until retirement sue to the other great (and increasingly costly) upcoming sets as well as those already on wishlist. "

woah woah woah back up.

you can get banned from buying lego on their own website because you wanted to get multiple GWP? I guess its to counteract scalpers getting their hands on rare sets but thats kind of insane. never knew that was a thing.

I see the name plaque is correct in the designer video. I wonder if it was done in time for the first retail sets, or if they'll supply a corrected sticker.

@sjr60:
It may be a one-off printed before they ran the first production batch. Greg Hyland got sent a copy of the first Harley Quinn minifig to use as reference for the cartoons he drew for the box and instructions, and the print on that was fine. He told me it was the actual minifig used for the box art photography, but the first production run of the torsos had the print order reversed. So his minifig had been printed up special much earlier, and it was only later that the mistake was introduced.

I really like the look of the this set, but the price is over my budget for now. But being a big Harry Potter fan, I will put it on my wish list.
Interesting side note about LEGO customer service though, I have recently encountered them blocking one of my credit cards and when I called customer service as noted to do so, they told me they don't have anything to do with it that the credit card company is doing it. The credit card company stated the block is coming from the vendor, because if the credit card company rejected the order there would be a "ping" from LEGO for the order, which did not occur. This has happened on multiple tries to use that credit card. Each time LEGO customer service denies the issue is coming from them.
I have not had issues or calls to customer service prior to this issue. When they changed the brick parts ordering, is the most I have had issues with LEGO orders, which occurred after the credit card being blocked.
Overall, their customer service is pretty good, but I have talked to one who was not helpful at all and was very rude. It was interesting that I wasn't given the option of rating that phone call. It disconnected before I could respond.

One of the biggest disappointments of this yer, so much potential, and we get a 500$ display piece, that's big for the sake of being big.

LEGO has always asked me for proof. I'm glad so many of you have had such good experiences, but I've always had to jump through hoops to get things replaced. But I don't think I've been blacklisted since I still order from time to time. Most of the issues were back in 2012-2014 era when I was buying WAAAAY more sets than normal, so I guess with higher volume, higher chance of mistakes, higher chance of talking to customer service about the mistakes.

Oh well, that's life. It's getting too expensive for me these days anyway so I won't worry about it much.

@JayCal said:
" @Goodthings Too bad about your experience, I don't recognise this in my own experiences with lego.com. I'm having some trouble associating your username to the ways you adressed customer support though.

In the end... you'll keep buying from Lego... maybe indirectly through a retailer... but still. The only way to really hurt Lego, is to stop buying their product, period. "

Lego is an addiction now for millions of people. They have finally figured it out. Plus, it's being viewed more as an investment, not as a toy. Perfect recipe for raising prices and not caring if you lose half the customers because the other half will make up for those loses. Less work, same or even more profits. What more could any company want ?

@Amik said:
" @JayCal said:
" @Goodthings Too bad about your experience, I don't recognise this in my own experiences with lego.com. I'm having some trouble associating your username to the ways you adressed customer support though.

In the end... you'll keep buying from Lego... maybe indirectly through a retailer... but still. The only way to really hurt Lego, is to stop buying their product, period. "

Lego is an addiction now for millions of people. They have finally figured it out. Plus, it's being viewed more as an investment, not as a toy. Perfect recipe for raising prices and not caring if you lose half the customers because the other half will make up for those loses. Less work, same or even more profits. What more could any company want ? "

Luckily I don't feel the "addiction" of Lego. I respect your point of view but I'm under the assumption the way you describe the sales tactics is just too volatile to sustain on the long run. That would potentially keep (new) investors/collaborators away. The future will tell who's right though.