I ordered the new train set on its release date of 1 July 2020. #10277-1: Crocodile Locomotive was packaged up that day at the warehouse. When I placed the order initially, the gift with purchase set #40411-1: Creative Fun was not added to my order. Then when I received the order confirmation message a few minutes later it was listed. In that time I had emailed customer service asking what I missed when I placed the order to get the gift with purchase. Then I quickly sent a note saying I was good to go. About five days later I received an email saying they were sorry for the confusion and that they alerted the web team of the issue I had to make sure it didn’t happen again to others.
Fourteen days after I placed the order, the set remained in “pre-shipping.” I was getting concerned because that is very unlike LEGO for shipping in the US. I reached out to Customer Service again just to check on the status of my order. I knew it would take around five days for a response to come in and I wasn’t mad about it. I just wanted to make sure it didn’t get misplaced.
Seventeen days after the order was placed, the shipment started moving outside of the warehouse. I was glad to see it was on its way.
Then on 18 July (four days after I sent the message to Customer Service) I received an email from Svetoslav. It said:
“Thanks for getting in touch with us.
I'm sorry we couldn't reply to your email sooner but as you might imagine we've been busier than usual helping fellow LEGO® fans from all over the world!
Looking into your request, I see that your order has already been shipped. I'm sorry for the delay but our colleagues at the warehouse and our delivery partners are taking extra safety measures to make sure your order arrives in the best condition and safest way possible which adds to the usually longer than residential addresses delivery time frame that applies to your shipping address. I hope this doesn't cause you or your LEGO® fan an inconvenience so I've added 1000 VIP points in hopes you'd give us another chance to earn your trust in the future. You can track your order by visiting USPS.com and using tracking number XXXX. I hope everything's alright now but please let us know if not or if you need any further assistance!
If you need anything else or have any further questions, please don't hesitate to get back in touch! :)
Stay safe and have an amazing day!
We want to make sure we're doing a good job for you, so you’ll always find the link to a four-question survey in our emails. Please tell us how we did today:
Please let us know if you need anything else.
Kind regards,
Svetoslav
LEGO® Customer Service”
First off, I wasn’t mad and didn’t lose trust in LEGO. I just wanted to make sure the package didn’t get lost. I get it. We’re’ in the middle of a pandemic and warehouse procedures are probably different. No worries there.
Secondly, 1,000 VIP points!?!?!?! I realize with the new VIP system that’s ~$5 off and then points to the next $5, but wow! That wasn’t required at all. I appreciate the gesture though.
Hats off to the LEGO® Customer Service team! I know they’ve had to adjust to working at home and the volume of requests has gone up, but they’ve gone above and beyond to help customers out when the system isn’t working at 100%. Thank you all and keep up the good work!
Have you had any experiences with LEGO® Customer Service worth noting?
Happy building!