SmallBizGenius Analysis
Lego, despite its iconic status, receives mixed feedback regarding its online store and customer service. While many appreciate the product quality and in-store experiences, a significant number of customers report issues with delivery, missing parts, and difficulty reaching customer support.
Category Breakdown
Scores based on analysis of 264 recent reviews
Delivery Issues
3.0/10Many customers report problems with delivery, including delays, packages sent to the wrong address, and use of unreliable couriers like DPD. Several reviewers mention orders arriving weeks or even months late, with little to no communication from Lego about the delays.
30 reviews mention thisCustomer Service
3.5/10A significant number of reviewers express frustration with Lego's customer service, citing long wait times, difficulty reaching representatives, and unhelpful responses. Some customers report being charged twice for orders or having orders canceled without explanation, and then struggling to get the issues resolved.
28 reviews mention thisMissing Parts
4.0/10Several customers report receiving Lego sets with missing parts, which can be particularly frustrating for expensive or complex models. Some reviewers also mention difficulty in obtaining replacement parts or receiving incorrect instructions.
15 reviews mention thisProduct Quality
8.5/10Despite issues with delivery and customer service, many reviewers praise the quality and design of Lego products themselves. They appreciate the detailed instructions, the engaging building experience, and the lasting appeal of Lego sets.
12 reviews mention thisReturns and Refunds
3.0/10Several customers complain about long refund times and difficulties with the returns process. Some reviewers report waiting weeks or even months for refunds after returning items, and encountering issues with return labels and communication from Lego.
10 reviews mention thisIn-Store Experience
9.0/10A few reviewers specifically praise the in-store experience at Lego stores, highlighting the helpfulness and friendliness of the staff. These customers contrast the positive in-store interactions with the negative experiences they've had with online orders and customer service.
5 reviews mention thisPros & Cons
What Customers Love
"Instructions were easy to understand in the box, and even the details were nice..."
"Lewis the young lad that helped us was excellent, extremely polite, patient and efficient."
"Ive been purchasing from the lego website for a while now. I cannot say a bad word, their website is easy to navigate and make purchases."
"When anything goes wrong with an order they help you immediately."
"They got a good selection."
Common Complaints
"Super slow delivery. Never buying it again online as they're using DPD - a courier with the worst ratings and constantly missed parcels."
"Absolutely awful. Impossible to get through to anyone on the phone/chat or email."
"My son gave me a LEGO Technik Mercedes -AMG F1W14 E Performance model kit. The first thing I noticed was that there were only 3 tyres (loose in the box)."
"Unlikely to buy from Lego website again as their refund times for returned items is awful. They've had my returned Lego set for 10 days now and haven't yet acknowledged it's arrived with them."
"Ordered 2 sets of lego on the 12th of December. They took 109e from the account. 4 days later they emailed to say one of the sets had been cancelled and the money would be refunded."
Common Questions About Lego
Answers derived from customer review patterns
Is Lego legit and trustworthy?
Lego as a brand is undoubtedly legitimate and trustworthy, with a long history of producing high-quality toys. However, the reviews suggest that the online store experience can be inconsistent. While some customers have smooth transactions, many report issues with delivery, customer service, and missing parts. Therefore, while the products themselves are reliable, the online ordering process may not always be.
Based on 45 reviewsDoes Lego have good customer service?
Based on the reviews, Lego's customer service receives mixed feedback. While some customers report positive experiences with helpful and responsive representatives, a significant number express frustration with long wait times, difficulty reaching customer service, and unhelpful responses. Many reviewers mention spending excessive time on hold or struggling to get their issues resolved, suggesting that customer service is a significant area for improvement.
Based on 28 reviewsIs Lego worth it for small business?
For small businesses, Lego can be a valuable resource for team-building activities, creative inspiration, or even retail purposes. The brand's popularity and high product quality make it an attractive option. However, the potential for logistical issues with online orders, such as delayed deliveries or missing parts, should be carefully considered. Businesses may want to weigh the convenience of online ordering against the potential for frustration and consider purchasing from physical stores or authorized retailers instead.
Based on 15 reviewsWhat is Lego's return policy like?
Several reviewers report issues with Lego's return policy, citing long refund times and difficulties with the returns process. Some customers mention waiting weeks or even months for refunds after returning items. The returns process can be complicated and involve issues with return labels and communication from Lego. This suggests that the return policy is not as smooth and efficient as it could be.
Based on 10 reviewsWhy are Lego deliveries often delayed?
Many reviewers attribute Lego delivery delays to the use of unreliable couriers, particularly DPD. Customers report packages being sent to the wrong address, missed deliveries, and a general lack of communication about delays. Some reviewers also mention that orders are sometimes held up in the warehouse for extended periods, further contributing to the delays.
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