So I then emailed customer service about it and explained the situation:
After I placed the order and waited approximately two weeks for delivery, I was informed that my order could not be delivered to my address and the item would have to be reshipped. When I got the order, however, the promotional set was not included. I contacted customer service and was told the promotional item was sold out and I could not receive a copy of it and that nothing could be done.
I am very disappointed with this, as I ordered the item when I did, specifically to get the promotional set, even though I could have purchased the item elsewhere at a lesser price.
A few days later we got the following response:
We're sorry to hear that you're unhappy about your experience with LEGO Shop at Home. We work very hard to provide the best service we possibly can to our fans and their families. We know we're lucky to have so many loyal fans around the world and we're always pleased to get comments back - even when they're about our mistakes.
Listening to what LEGO® fans have to say helps us get better and better so I'm going to pass your comments on to the team in charge of this area.
Thank you again for contacting us. If you have any further questions, please feel free to reply to this email or call one of our friendly Customer Care Advisors
LEGO Direct Consumer Services
I am disappointed in the handling of this matter. I feel that having spent $120 plus shipping and having a significant portion of the order not having been received, we are due more than a simple form letter. I understand that the set was a small promotional item, but it was the motivation for the purchase in the first place. Without that item, the purchased would have been made through amazon.
I am not a huge fan of S@H in the first place, due to, what I feel are high shipping costs, which make any purchases significantly more expensive than going to almost any retail store. Now based on this, I'm even less impressed by S@H. Given that the money is going directly to Lego and not shared with other retailers, I would expect the customer service to be much better than this. As my mother suggested, the least they could have done was offered to send a comparable set to replace the one that was sold out.