Order cancelled

[kevin8]

I'm really upset.

What's happening to me in these days, maybe will happen to everyone, so read carefully what I'm experiencing.

When May the forth Star Wars sales start, I made my usual order. I make almost one order per month usually.

Some days passed and no email with shipping details arrived, so I went on the shop online and check my order. It was cancelled. No e-mail was sent to me and no reason was explained.

So I wrote to the Customer Care and ask why this awful thing was happening. In the meanwhile I set another order.

The day after Lego sent me an email telling that they had to cancel Poster and minifig bonus because they could not send more than one bonus to each customer.

I wrote back that my order was cancelled, so I didn't receive anything.

The same day I was phoned by the Customer Care who explained he would have replaced my order. Regarding the cancelled order he said he didn't know why but they would have solved it.

My order was finally cancelled the day after, again!

So I placed another one and asked the reason.

No answer was given and my order cancelled for the last time.

Today I sent another email. I'm very upset by this thing, but absolutely I'm upset by no communication at all and no way to solve this problem. But actually, I'm one of the billions of customers, so my problem doesn't matter. And I believe it's true.

They called me back, and now, after 10 days, they know why my orders have been cancelled and why I'm on Lego black list!

So fasten your seatbelts, I'm going to tell you!

Lego told me I didn't pay an Invoice of about 60 euros.

The invoice is dated september 2013. September 2013!!!

I have NEVER received emails or other communications about it. NEVER.

During all this time I placed and bought Lego by the shop every months, I complained when the stickers sheets were destroyed inside the box, I asked about new parts, but NEVER they told me something like this.

I didn't have the time to check if it is true, I will.

But actually how you can answer to such b******t?

My credit card is always okay, I bought everything on e-shops.

They never communicated this thing to me.

And the usually shipped Lego only when payment has been done.

So, I think something happened inside Lego Shop, and I'm paying for their mistake.

But the most awful thing is that they don't know how to solve it. They just told me they will see how.

I'm really upset.

[Covi]

Did you ask for a copy of that invoice?

How do you pay when you order at S@H?

Those two together with maybe your account history of your Visa could clarify very much. This could help you solve this matter, or at least make further orders pass maybe...

Nevertheless, I certainly can understand it's very frustrating to have orders cancelled without any explanation or notification. That's just wrong as customer service...

[kevin8]

Did you ask for a copy of that invoice?

They don't know anything. They told me there was such problem after several emails and phone-calls, just today. They have no documentation, just a note regarding this invoice. I will try to find it this evening.

How do you pay when you order at S@H?

Always by Mastercard, even the latest orders, every orders after the one in september 2013. I did not have any problems.

Those two together with maybe your account history of your Visa could clarify very much. This could help you solve this matter, or at least make further orders pass maybe...

I think so, that's why I'm looking for both invoice and Mastercard bill.

Nevertheless, I certainly can understand it's very frustrating to have orders cancelled without any explanation or notification. That's just wrong as customer service...

It's a shame when a Customer Care or Lego itself act like this. This is very annoying and offending.

[midelburgo]

In January I got four orders cancelled at SH. I made them in the first hour the New Year sale was on, as soon as I had decided on something above the shipping-free minimum I was sending the order. Mostly castle, the Santa workshop and some LOTR. I talked with the representative (this was Europe) and he said they were cancelling hundreds of orders because they did not have enough sets to cover them. Some of the items were still on sale one week after I ordered them, so if true this was a huge blunder. The guy said he would give me some points on my VIP card. I did not see any increase, maybe was something negligible if any.

The only good point is that I got four copies of the bonus flower wagon they were giving at the time for free.

[kevin8]

The same happens to me. This is to acceptable. If they were an Ebay shop they would have closed for negative feedback.

The same happens with the San Valentine set, order cancelled, I had to bought on Bricklink and then it magically reappeared on the Shop at Home.

And did you ever try to change your credit card data on your account? It's impossible... No way. You have to place a new order and change during the order. But wait! Sometimes you need to create a new Credit Card.

There's something very weird.

[Covi]

Always by Mastercard, even the latest orders, every orders after the one in september 2013. I did not have any problems.

That's just really weird...because if that's the real reason, why would other orders already have passed...

It makes me think there's another reason.

I really hope you can work it out with them and find a solution.

[BrickSev]

How is it possible an invoice is not paid when they charge the credit card before shipping? No charge, no shipping. You should tell them them that

It is likely an error in their data and I'm sure they can fix it. Just keep insisting.

Personally, I never had serious issues with Lego Shop (I'm from Italy too). They once canceled an item from order because they said it was out of stock (but of course they didn't charge my card regarding that item).

Once I noticed all the items in my order were listed as "backorder" but I contacted them immediately and the order was shipping in few hours.

With the May the 4th order I had a problem with VIP points. They didn't give me them but I called them and they put them into my account.

I always found kind and helpful persons at the Customer service but sometimes they have no idea on why certain issues take place.

I imagine how frustrating this is. They must inform via email about cancellation and other issues.

I hope this situation will be solved very soon

[kevin8]

Thank you for your support. I hope it can be solved, but I don't think it's so easy... It should have been solved many months ago.

[dr_spock]

How is it possible an invoice is not paid when they charge the credit card before shipping? No charge, no shipping. You should tell them them that

It is likely an error in their data and I'm sure they can fix it. Just keep insisting.

It is possible if credit card holder contacts credit card company to cancel payment on the transaction or chargeback after the fact. The credit processor would not send the funds to the merchant or pull back the funds from the merchant.

It is best to find a contact in the billing department to get it resolved.

[BrickSev]

It is possible if credit card holder contacts credit card company to cancel payment on the transaction or chargeback after the fact. The credit processor would not send the funds to the merchant or pull back the funds from the merchant.

It is best to find a contact in the billing department to get it resolved.

That's indeed a possible cause. However I this he should check the credit card statement and see what happened with the transaction. Or considered more than a year passed it would be better to contact directly the credit card company

Thank you for your support. I hope it can be solved, but I don't think it's so easy... It should have been solved many months ago.

Hold on

Lego customer service is always very kind and helpful, so keep contacting them and I'm sure there will be a solution.

Try to contact the credit card company and see if they can check this transaction

[notaromantic]

I think, all around, that I've come to expect that sort of runaround from most of the big corporations - you know the ones - who've bought out every smaller one to have become this huge, unempathetic but hungry creature. It seems now that its even trickled down into most of my local establishments as well, who, appear in all respects to be local - but are actually owned, and thus operated like, again, one of these national, and now mostly 'global' conglomerates who spread around the blame so thin that one does not know which of its heads to cut off to make the most difference. In the end, our exhaustion at the inherent difficulty of reasoning with such a misaligned thing drives to just give up our plight. To resign ourselves to this one admission: Needing it more than it needs us.

To be reminded in this way that Lego, too, is one of those juggernauts - I believe that is what is really bothering you. Things seeming "unjust" really gets to me, too. Its truly the only thing that makes me insane - to feel like a cog in the machine, and a cog only.

It doesn't even escape our toys... (He walks out onto the balcony. And hollers at all of the 'brickery' around him. And then retreats to his own small 'brickery'. Where he has complete and unwavering control. But he doesn't glue them. No, we must make that distinction, here. He doesn't glue them. Because then he would really have some issues.)

And we wonder why we're all mad...

I feel for you, man. Don't let it spoil your enjoyment of the hobby, though. Really. Because your builds are always really awesome.

Edited May 13, 2015 by notaromantic

[kevin8]

Thank you for your kind words. Thank you all for all the support.

But I'm actually divided between the great passion I feel for Lego building and the great will to stop everything and go on with other hobbies.

[Wodanis]

I once had a payment not go through with my credit card for an order. Lego however contacted me about the card payment not working and we resolved the issue over the phone. All pretty amicable without drama. I suspect this is an error on the Visa's part and Lego only just realised the error which can happen. Lego customer service is quite good in North American.

My dealings with Customer Service in Europe wasn't as good. For instance I wrote to them about the new moulded part of the life jacket for CIty asking what happened to the older part which fit better. They offered to send me some of the older versions for free which was nice of them to offer but when I got my order there was but one! (The invoice stated 5...) So I emailed them again politely informing them the wrong amount was sent. The letter I received with the proper amount of life jackets was actually rude stating this was the last time they will send life jackets. It wasn't my fault they had sent the wrong amount...thankfully they use template letters now for orders and don't let customer service employees write them.

Edited May 13, 2015 by Wodanis

[BrickSev]

Thank you for your kind words. Thank you all for all the support.

But I'm actually divided between the great passion I feel for Lego building and the great will to stop everything and go on with other hobbies.

Don't let a single unfortunate event ruin your passion for the hobby. If the customer service personnel can't solve the issue ask to talk with a manager. I know you can talk with them because once when I received a broken box they said I could have talked with a manager if I wanted.

Then we just come to a sort of agreement and since I planned to build the set and I didn't plan to keep it sealed they gave me additional VIP points to compensate.

So I'd suggest to talk with someone "higher in the hierarchy"

I'm sure there will be a solution, especially with a company like Lego that usually tends to solve issues "drama-free"

[Deathleech]

I would keep trying to get the issue resolved, but if nothing gets resolved then stop ordering from Lego S@H. I have heard tons of stories about them and their site not working. I dunno why people keep ordering from them if that's the case. The 5% VIP isn't really that great of an incentive and you can get better deals at other stores. Amazon regularly has 20% off sales for instance. If it's for the promo figures only available through S@H then just make orders for those, and any other time use other vendors.

The vast majority of my Lego purchases come from Amazon, or TRU/Target when they have decent sales. I have never really had any issues and I save a lot more than if I were to buy directly from Lego.

[Lego Dino 500]

Given all these errors, I'm planning to stick to in Lego store and other sources online. No point in all this drama and stress when you can just get the discount in store. From now on, shop.lego.com is PaB only.

[kevin8]

Yesterday evening I got a call from the Customer Care.

The girl who called me (apparently the only one who really interested in my case) told me she didn't understand why they took such a decision, so she spoke with her superior and went to the administration office trying to understand what happened. She assured me that the order will be restored and I will receive everything.

When I asked for the unpaid bill and to give me details to make a money transfer or whatever, she replied it was an administrative error, they could not claim moneys after almost two years and they didn't want. I asked her to send everything by e-mail, since I no longer trust words spoken on the phone.

Let's see if it arrives.

[BrickSev]

Yesterday evening I got a call from the Customer Care.

The girl who called me (apparently the only one who really interested in my case) told me she didn't understand why they took such a decision, so she spoke with her superior and went to the administration office trying to understand what happened. She assured me that the order will be restored and I will receive everything.

When I asked for the unpaid bill and to give me details to make a money transfer or whatever, she replied it was an administrative error, they could not claim moneys after almost two years and they didn't want. I asked her to send everything by e-mail, since I no longer trust words spoken on the phone.

Let's see if it arrives.

It seems you got good news then

I thought it was an administrative error of some sort.

Good decision about the email: it's always better to have a written proof, just in case

[kevin8]

At last the email arrived. So... case closed. Everything ok.

I'm still a little upset, because these things would not have to happen, but at last everything is solved.

[BrickSev]

At last the email arrived. So... case closed. Everything ok.

I'm still a little upset, because these things would not have to happen, but at last everything is solved.

Very good news then

Did you discover what caused the problem?

Anyway I'm glad everything is fine now

[kevin8]

No idea on what caused the problem. But it is actually solved, I hope.

[chuychu]

I would keep trying to get the issue resolved, but if nothing gets resolved then stop ordering from Lego S@H. I have heard tons of stories about them and their site not working. I dunno why people keep ordering from them if that's the case. The 5% VIP isn't really that great of an incentive and you can get better deals at other stores. Amazon regularly has 20% off sales for instance. If it's for the promo figures only available through S@H then just make orders for those, and any other time use other vendors.

The vast majority of my Lego purchases come from Amazon, or TRU/Target when they have decent sales. I have never really had any issues and I save a lot more than if I were to buy directly from Lego.

You couldn't have said it any better. Other major retail stores sell the same Legos with a lower price. Better to buy a Wookie Gunship for $59.99 at Target or your local major retail store and save $10. Than to get it at Lego for $69.99 and then spending more money to make $100, just to get $5 back.

[BrickSev]

No idea on what caused the problem. But it is actually solved, I hope.

In the end that's what matters

You couldn't have said it any better. Other major retail stores sell the same Legos with a lower price. Better to buy a Wookie Gunship for $59.99 at Target or your local major retail store and save $10. Than to get it at Lego for $69.99 and then spending more money to make $100, just to get $5 back.

For several persons the situation it's not so easy. For example here in Italy, especially in my city, it's rare to find such deal. Most stores have very few Lego sets at retail price and never the "rarest" ones. For example I can find The Hobbit sets only from Lego shop.

Then there are the exclusives, the direct to consumer sets and the promotional items. These are all circumstances making Lego shop a viable option.

I wish I had access to the Target-like deals but when I can't find a set on local stores or they have to few of them and restocks take a very long time, Lego shop is indeed a viable option.

Of course this is from my point of view. If I had access to the deals you mentioned even I would buy Lego sets there instead than from Lego shop