Lego customer service sucks

[DonQuixote]

I am missing a sail (6540117) from set 10365 (Jack Sparrow piate ship)

I mailed Sunday to Lego service : no reply

Also the part is not in the digital list for parts of the Black Pearl for missing pieces.

So I called Customer service. She couldn't find the part either.

I said : download the pdf instructions , it's in the back. 

I was on the phone for half an hour and then she just hooked up the phone !

I thought Lego was praised for the customer service but this is a absolutely not true.

So now I have spend €350 for the Black Pearl on day one that's incomplete and the girl at customer service did not helped me.

I will write a terrible review on the Lego site and everywhere on social media.

I will quit Lego for good now and buy only alternative brands. Yes their customer service sucks too but at least they are cheap. 

Bye bye Lego, you lost a customer. 

Edited September 22, 2025 by DonQuixote
Spelling

[SpacePolice89]

I think you can fill out a form to get the missing part.

https://www.lego.com/en-be/service/replacement-parts/missing

[Murdoch17]

I doubt LEGO hung up on you on purpose @DonQuixote - phone calls can get dropped, which is one of the reasons why I use the online form (as linked to above) and / or chat with a Lego rep using the messaging system / email. Calling CS people is just more of a hassle than it's worth!

[DonQuixote]

6 hours ago, SpacePolice89 said:

I think you can fill out a form to get the missing part.

https://www.lego.com/en-be/service/replacement-parts/missing

 

5 hours ago, Murdoch17 said:

I doubt LEGO hung up on you on purpose @DonQuixote - phone calls can get dropped, which is one of the reasons why I use the online form (as linked to above) and / or chat with a Lego rep using the messaging system / email. Calling CS people is just more of a hassle than it's worth!

I am just stupid 

I found the missing sail. It was exactly sticking to another sail of the same form and therefore I saw it as one sail.And I had constructed the two sticking sails as one. 

I just discovered it because I was breaking the set down. 

I wrote an apology to Lego customer service. 

But I still find it rude to just hang up without saying something to me. 

And yes, I will continuing Lego. Next set I am looking forward too is the Delorean Speed Champions. 

But I also stay keeping an eye on alternative brands. 

Edited September 22, 2025 by DonQuixote

[ChrisXY]

LOL! Epic!

[DonQuixote]

Well I recieved €10 insider points for my trouble with customer service. 

Now that's what I call good customer service 

[DonQuixote]

Today I recieved an email that the so called missing sail (that was stuck on another sail of the same size) is being send..... in Danish. What weird. 

[hikouki]

RANT about Lego Customer Service (USA):

I got lectured by a phone agent to not follow up on the status of a service request. Perhaps I just got a bad apple?

Placed two different orders around Black Friday, and one of them was the Star Trek Enterprise. Received two boxes earlier this week. One was the Star Trek item, and the second contained a bunch of GWPs, but not including the Shuttle GWP, plus some Star Wars items I did NOT order.

I chatted with an agent the next day, who said he would send the missing GWP over to me and that I should send the wrong items back to them within a month. I asked for a UPS pick-up since the nearest one is a 30 min drive from my house. And he said that is not possible, and I would just have to make the trip. Oh well.

Several days later, as I was reviewing my orders on Lego.com, my first and second orders from Black Friday have been marked as "delivered" on the Lego web site. Apparently, the "GWP" box I received was supposed to be my second order. So perhaps someone at the warehouse mixed up the boxes with another person's order! So then I called Lego early this morning to report it. The agent then said they would require me to take photos of the wrong items, as well the the original label of the box. Further she told me that I also need to include the GWP in the returned box! (All of that was inconvenient since I already packed and taped it up according to the first agent's instructions). I complied - had to unload the box from my vehicle, cut off the label, etc. I sent the photo to an email they sent me after the phone call.

I also told them on the email that I was leaving town next week and won't be back until after the holidays and I am afraid the label might 'expire' given what the first agent said.

I did not get a reply on that email so I called tonight. (Was on hold for about half an hour.) I explained all the above to the agent. Then I got lectured on:

-I should not be contacting Lego on the "same" issue on multiple occasions using different channels since it only prolongs the conversation and "confuses" the reviewers. (I pointed out that the whole situation was not apparent at the time of my first chat, and new information was available.)

-I should not hurry them in replying to me. (I pointed out that the first agent said I have only a month to return the items. But that I am flying out of town for several weeks, and then UPS being a 30 min drive away in the other direction. I have some free time this weekend to drop off the return box and I only wanted to know if they need more photos/ info or if indeed I need to return all the contents which means I have to open, and repack the box).

-It will get resolved when it gets resolved. They will contact me after they review the reply from the "other department" involved in the mix up. (I get it, they're doing an investigation. But he also admitted he cannot guarantee any timeline for this.)

It was the end of the day and I was probably his last phone call so perhaps some agents are also burnt out. Been ordering from Lego for quite some time and never had problems and people have been courteous, considerate, and helpful. But this messed up order, then the encounter with a passive phone agent, and this somewhat recalcitrant one is something else.

[Yoggington]

I feel like this is not the universal experience. The two times I've had to deal with Lego CS they've gone above and beyond, one time replacing a missing part and sending me extras for free, the other time allowing me keep a set they'd sent accidentally.

[JesseNight]

It seems to be very different per country, how people experience CS (not just Lego but many large multinational businesses).
So far I have very good experiences (in Belgium)

[DonQuixote]

5 hours ago, JesseNight said:

It seems to be very different per country, how people experience CS (not just Lego but many large multinational businesses).
So far I have very good experiences (in Belgium)

I mostly have good experiences in Belgium. Just one time a very bad experience. 

[crowe-k]

I can honestly say I have never had a problem with Lego customer service.I have received a few damaged boxes and Lego either replaced the set (a SW UCS set) or provided me with a few thousand free points for damaged boxes where my kids opened the sets anyway. I recently placed a large PAB order once standard pieces were made available and half of my best seller portion of the order was missing completely (over 300 hundred pieces). Lego customer service was fantastic and sent the missing pieces to me without hesitation within ten days. I will gladly pay a bit more for parts/sets if I alwats receive great customer service.