Complaint: My 41999 returned to sender accidentally, no stock, so orde

[FireAnt]

(FYI The Title was My 41999 returned to sender accidentally, no stock, so order cancelled)

Hi,

First time posting (been driven to it by a very fustrating ordeal with S@H). If this is in the wrong forum

Bit of an introduction -

I live in South Africa and LEGO locally were not going to be receiving 41999 Exclusive 4x4 Crawler.

I subsequently ordered from S@H UK to be sent to a friend in the UK, who would then courier the set to me.

When ordering (1 Aug), the ship date was 22 Aug. The friend receiving was away the week 5 - 9 Aug, so this was no issue.

S@H actually shipped 1 Aug, no one was there to receive so the courier sent the package back to LEGO without contacting myself or the friend receiving.

Called the courier, they were unable to reroute the package back to delivery address.

Called S@H customer support to assist - feedback was that they are unable to send me a new set because the set is not discontinued, and are unable to send me the set originally intended for me as this is not allowed by their system! (Therefore order cancelled and money refunded).

Personally I find this very unfair and extremely due to the fact that I'd ordered in time and the issue was caused by a miss-communication on S@H's part

Edited August 14, 2013 by FireAnt

[Paul Boratko]

Shouldn't the set have gone back to your friend in the U.K. instaed of Lego.?

[FireAnt]

No. The issue was with the shipping from S@H to my friend

[CopMike]

Didn´t you get an e-mail saying:

Your LEGO® order has shipped. The tracking number is XXXXXXXXXX. It may take up to 24 hours for your tracking information to be available on the shipping courier's website. After this time, you can track the progress of your parcel by clicking here. Contact Customer Service if you have any questions regarding your order.

[TomLego]

Well, like ebay has taught me through the years, winning or buying an item is only half the battle. Getting to you safely in one piece can sometimes be the most difficult part of the transaction. Maybe you can escalate your complain/problem up the chain of command at S@H. Usually the first answer you get from any customer service department is pretty much a canned response. Good luck.

[FireAnt]

Hi CopMike,

I actually double checked now, but never received a mail saying the goods had shipped (only order confirmation and an invoice).

The two most frustrating part of this are:

a) S@H clearly stated 22 Aug ship date - which I then took to me it would be perfectly safe to ship as I knew there would be someone to receive it in the UK.

b) Nobody (and by that I mean both LEGO and TNT Post NL [who shipped the package]) put any effort into assisting - just kinda kept passing the buck back to one another and both said there was nothing they could do at multiple points along the way.

TBH, the reason I'm posting here is I had no joy out of LEGO customer service, and I'm hoping somebody at TLC sees the post and tries to assist.

[CopMike]

Hi CopMike,

I actually double checked now, but never received a mail saying the goods had shipped (only order confirmation and an invoice).

Ok, but have you checked in the spam box? Mine usually goes in there for some strange reason!

TBH, the reason I'm posting here is I had no joy out of LEGO customer service, and I'm hoping somebody at TLC sees the post and tries to assist.

Don´t wish for that here, contact them again instead. Send them a mail from here!

[TomLego]

Just out of curiosity, how does S@H work as far as buying Lego products? Does Lego have anything to do with the shipping process? For example, if I buy through Amazon, Amazon has the product in stock and sends it to me in two days (free shipping.....Amazon Prime). Sometimes the Amazon listing isn't 'Prime' and the item is shipped from a third party, thats how I got my GG NIB. If I buy a retired set on ebay, well, that can be an experience. In any of these examples, Lego customer service is irrelevant.

So in your S&H scenario, how does Lego customer service fit into the picture?

[AndyC]

So in your S&H scenario, how does Lego customer service fit into the picture?

If you're buying from S&H, then it's Lego themselves arranging a courier to ship it from one of their warehouses. In the same way that you'd complain to Amazon if your order from Amazon didn't arrive, with S&H that's managed by Lego's customer service.

What I don't understand in this case is:

a) Why he didn't get a shipping email

b) Why the courier service would immediately return the package to Lego rather than leaving one of those redelivery cards (or knowing the companies that get used in the UK, just leaving the parcel on your doorstep)

c) What Lego can really be expected to do other than refund the price, which they've already done.

[TomLego]

Thanks, AndyC

The more I'm on this website and read some of the stories, the more I appreciate Jeff Bezos.