Custom Model / PAB Order Lag Time?

[TJJohn12]

Pretty simple question here. I ordered my first custom model from shop.lego on the 12th of the month (shipping to US). It is still listed as "in process" today, the 27th, a full 15 days later. The site's FAQ says that typically it takes 11 days for processing and packing of custom orders. I'll give them that my model is more than likely not typical, but I'm starting to get antsy.

So, the question is this - If you've ever ordered either a custom model or online PAB, how long did it take for your order to ship out? Will I be waiting around for an excruciatingly long time?

-John

[fred67]

Yeah... it can take a while. I'd give it another week before worrying about it.

[Brickdoctor]

I did order recently and it did take a while. I think I remember they shipped from Poland, too, so that took even longer.

[Modulex Guy]

I've ordered a few things before from PaB online, never complete kits.

I know that just for PaB, it does take a nice chunk of time to process because you have to remember that every single order is done by hand and every brick is counted by hand as well, there is no magical machine that does it, there is a person that is given your order and is sent to the warehouse and pulls parts by hand.

If you ordered a custom kit, that would most likely take additional time (depending on the size of the order), if you have one piece of this, one of that, a few of these, etc. it does take time to process, plus you also might have hit a busy point where there are many orders to process, this also adds time to the order.

And also as BrickDoctor said, the orders for PaB online and custom kits come from the Poland plant, which that itself will add shipping time.

I say that you do not need to worry about your order, it takes time to do it right and to make sure your order is complete, correct, and with LEGO's high quality standard.

[TJJohn12]

I figured I would update on this, just so if someone comes across this message in the future, the resolution is here.

I wrote a note of feedback to the Lego site on 4 May. It said:

This is in relation to Order Number Wxxxxxxx.

The system notes that it can take up to 11 additional days for processing of Design By Me orders. As of today, it has been 22 days since the order was placed (17 business days). I normally don't write this type of note, but this purchase is nearly $150 and therefore the delay weighs heavily on my mind.

I note that the suggested order time that was posted for the Mother's Day holiday to, "get your set in good time," was April 13th. This model was not intended as a Mother's Day gift, but has not been shipped, let alone arrived "in good time."

What is the status of order Wxxxxxxx?

Thank You,

On 5 May I received the following:

Dear LEGO® Factory Pick A Brick Customer,

Thank you for contacting us about your order.

Your order left our warehouse in Europe on 5/4/11 and should arrive in 10-14 business days. You can see the tracking history of your package by entering your order number, Wxxxxxxx, into the link below:

http://dhlgm.mytracking.net/

LEGO Design byME and Pick A Brick orders do require a little more time than regular orders because the sets are custom-packed just for you.

We are sure that you will turn the bricks you have ordered into great LEGO creations. We look forward to seeing you again soon at www.LEGO.com.

Please get in touch if you need anything else. It's free to call our experts at 1-800-835-4386 (Monday through Friday, 8am to 10pm and Saturday & Sunday 10am to 6pm EST) or you could go to www.LEGOshop.com.

Happy building!

Jessica

LEGO Direct Consumer Services

I still am a bit miffed it took nearly a week past the stated FAQ time to pack the order. I really think S@H should revise their estimates in the online documentation to reflect a longer processing period. Better to say that something will take longer than it actually does than to say it will take shorter.

All that said, with online PaB or Design By Me let the buyer beware. Next time, I think I'll go through the painful process of finding the parts in 5-6 Bricklink shops...

-John

[Modulex Guy]

I still am a bit miffed it took nearly a week past the stated FAQ time to pack the order. I really think S@H should revise their estimates in the online documentation to reflect a longer processing period. Better to say that something will take longer than it actually does than to say it will take shorter.

All that said, with online PaB or Design By Me let the buyer beware. Next time, I think I'll go through the painful process of finding the parts in 5-6 Bricklink shops...

-John

I really do not think there is an issue here. Sure, it took a bit longer than the estimated time to process the order, but you do have to realize that it varies from order to order. You said your order was 150$ worth, that must mean the order was larger than typical and took more time to gather parts. It might also be a factor on how many orders are going through the warehouse at the time of your order. You probably caught them at a busy period and it took them longer to finish the order.

I do not think you need to think badly of TLG and their work.

[meyerc13]

I don't know, I think it is a valid complaint. When they tell you that it could take 11 days, and it takes twice that, that seems excessive. So 22 days to pack, and another 10-14 days to ship, that's almost 5 weeks.

Maybe they should change their site to say that pick-a-brick and design-by-me orders take 3-6 weeks processing and delivery?

[dr_spock]

From the Lego site for my country:

Delivery & Service Delays

Shipment dates are estimates in accordance with our carriers. If you live in an area experiencing an unexpected service delay (severe weather, natural disasters, unscheduled events, etc.) please add at least 2 to 3 business days to the estimated delivery date of your order.

For LEGO Design byMe and Pick A Brick online products ordered, please allow up to an additional 11 days processing time before the products are shipped. If you order a large quantity of a custom model, we may combine and ship them in one box. An express shipping option is not available for LEGO Design byME and Pick A Brick online products.

If you're in a rush, best bet is to find a BrickLink seller in your area that you can drive over to pick up and/or visit a Lego Store that has the pieces in stock. There is no guarantee that BrickLink sellers will ship quickly either. One of my BL orders was delayed when a member of the seller's family died.

[Peppermint_M]

If you are buying 20 parts from PaB online, then the time will be a lot less than $150 worth! That is a lot of Lego to sort and such a service was designed more for a child wanting some cool extra parts than an AFOL building a CC modular or a SHIP (or something else rather huge) so the time estimate is set on a more average order.