Order Cancelled?

[JamPotStudios]

Hi all,

I just tried to place an order on Shop@Home for the Palace Cinema, which I've been meaning to get for some time, but I got an email saying:

Dear [my name],

Thanks for your LEGO® order.

Your recent order [order number] didn’t pass our order validation checks and has been cancelled as a result. This could be for a number of different reasons, including, but not limited to:

• Shipment to a Post Office Box

• Use of a freight forwarding service

• Exceeding item buy quantities

• System misuse

• Improper use of promotional code

• Suspected unauthorised activity

Kind regards,

LEGO® Service

I tried ordering it again, but first I got a confirmation email for my order, and then this message was sent to me again. Sure enough, in the Order Status section of the website, both have been cancelled.

What's particularly irksome is that they didn't definitely give me a reason why my order was cancelled. I'm ordering to my uni address, not a PO box, and I don't fit any of the other criteria either. I've tried calling the number (which doesn't work at all) and sent an email, so I'm waiting for a response.

Has this happened to anyone else? Is it easy to resolve, and how quickly does Customer Service respond to emails? I would just go ahead and order the cinema from elsewhere but I want to take advantage of the official store's VIP points/train promotion (particularly the former, since I don't often buy larger sets).

Thanks in advance for any help you can offer on the subject,

-JPS

[tkatt]

The customer service phone number didn't work? I'd suggest trying it again, making sure you have the correct number for your country. Lego's call center people are generally helpful and I think you'll get much better results than with the email.

[JamPotStudios]

The customer service phone number didn't work? I'd suggest trying it again, making sure you have the correct number for your country. Lego's call center people are generally helpful and I think you'll get much better results than with the email.

I've tried it several times, but to no avail I've even borrowed a friend's mobile and had a go with that, but I still get 'call failed'. There's a small message on the customer service page that says some providers might block the number. I can't imagine why this might be the case, but my provider might be blocking the number, in which case I should probably find a friend with a different provider.

Still, it's a little odd that the number won't work. As I've said, I've tried it multiple times, but no success.

[Darkdragon]

It could be because your credit card doesn't match your shipment address, unless you have it set up to bill to your uni address, but now your account is probably flagged and that's why the second order failed much faster. You'll definitely want to find a phone that can get through to customer service, it's the only way you'll be able to resolve it I think.

[JamPotStudios]

It could be because your credit card doesn't match your shipment address, unless you have it set up to bill to your uni address, but now your account is probably flagged and that's why the second order failed much faster. You'll definitely want to find a phone that can get through to customer service, it's the only way you'll be able to resolve it I think.

Yes, my debit card's billing address is different to my uni address. I'll see if I can find a way to give them a call. Thanks for your help.

[CopMike]

I just tried to place an order on Shop@Home for the Palace Cinema, which I've been meaning to get for some time, but I got an email saying:

Which country do you live in and try to call from?

[JamPotStudios]

Which country do you live in and try to call from?

United Kingdom.

EDIT: I managed to get put through to Shop@Home by calling another number (win) and the customer service human said it's probably because I'm trying to order to a university address (though I've successfully done this in the past, but I'll take his word for it). I'll see if I can have it sent to a nearby friend's house, and I'll just pick it up from her. Thanks for the help everyone! It should be fine from here on in, but I'll keep you posted.

EDIT 2: I tried, and they sent me a confirmation email...before cancelling again. It's now too late to call the UK store, so I'll have to wait until tomorrow morning, but I want to get this resolved. If the next attempt fails, then I'll just forget the Christmas train promotion (painful though that is) and buy it from John Lewis.

Edited November 5, 2015 by JamPotStudios

[BrickOn]

Strange, I have ordered stuff to the UK before with my Norwegian card and I have not had this problem, yet. But this week it was a real hassle trying to get the Legostore let me into the UK site from Norway, maybe they are having a bit of a crack down?

[AAG Spitta - LEGO Channel]

This has never happened to me, but try to call the help service again. I would actually assume it has something to do with your payment method.

[zux]

It could be that address you wish your order to be shipped to had some issues in the past and it was blacklisted.

[JamPotStudios]

I called, and it appears my account has been blacklisted. They may be able to reinstate it next week, but no promises.

There's someone I no longer talk to who until recently used my account; apparently they tried abusing the replacement parts system. It didn't work, but they got my account blacklisted. A nice parting shot.

Anyway, hopefully they can reinstate my account. Thanks for all the help and advice but I guess it's out of my hands now. I just hate the idea of being penalised for something I didn't do.

[TheLegoDr]

Unfortunately you learn something from this..don't let anyone use your account. Don't trust anyone (that's my motto).

A few orders of mine were cancelled recently too, but as far as I know I wasn't blacklisted. But nothing changed on my order information, they just cancelled it without alerting me. Very odd.

[JamPotStudios]

Unfortunately you learn something from this..don't let anyone use your account. Don't trust anyone (that's my motto).

A few orders of mine were cancelled recently too, but as far as I know I wasn't blacklisted. But nothing changed on my order information, they just cancelled it without alerting me. Very odd.

Yes, lesson definitely learned, in more ways than one. I just assumed he was browsing the site, I wasn't exactly paying attention.

Have you been able to order anything since? If not, might be worth trying to call (don't email, it takes forever).

[Redhead1982]

As far as billing and shipping address are concerned, I never had problems buying on Danish S@H with my Slovenian credit card, and shipping to my sister's address in Copenhagen. The names and addresses were different, but never a problem.

Ughrr, that's nasty finding out you account was missused..

[chuychu]

i don't know what makes Lego cancel orders. Even when all your info is correct. I was ordering the 10242 Minicooper on a Sunday hoping they'll process it by Monday. Got the conformation email saying thank you for your purchase. Went back that following Wednesday to check the status of it and saw it was cancelled. Didn't get any email, call, or notification what so ever. So I called the customer service line and they said it could have been any of the following that you have posted. They just didn't know and they wanted to know if I wanted to cancel my already cancelled order.

[JamPotStudios]

Well, it looks like I can't get my account reinstated. I called again today and the guy at customer service said he would call me back in a couple of hours; instead I got an email I had previously received giving me a generic message and no real explanation.

Dear LEGO® fan,

Thanks for getting in touch with us regarding your recent LEGO® order [order number].

We’ve reviewed your order again and decided that the original decision to cancel it was still valid. We therefore won’t be reinstating your order. We’re unable to give you any more details about the cancelation and appreciate your understanding in this matter.

Kind regards,

LEGO Service

They do not have my understanding. I can't believe that LEGO's customer service would be so atrocious - after a ridiculous amount of prodding, the order verification people have given me as little information as possible, and there's no way to contact them directly to explain the situation - and I'm literally being punished for somebody else's mistakes. This is actually proving quite upsetting at this point. I'm basically unable to buy exclusive sets or any promotions, and I have no idea whether this will affect my ability to buy from a physical LEGO store (I don't visit them often, since the nearest one is at least two hours from me, but I still want to have that option).

Is there a way to send complaints to customer service? The people I have spoken to directly have been great, but I would definitely want to complain about the services of the order verification people.

If anyone has any ideas of how I could get my account reinstated, or how to file complaints, I would really appreciate any help. This whole process has been miserable and shaken my faith in TLC.

The Palace Cinema is also out of stock pretty much everywhere in the UK now too, and the last few places on the internet who are selling it are asking for a lot more money (£200 as opposed to £120, which I can't really afford).

Also, the Ideas sets do get sold on places like Amazon, right? I really don't want to miss out on the upcoming Doctor Who set too. I've been waiting for that for years, to not be able to buy it because of this farce would be heartbreaking.

Edited November 9, 2015 by JamPotStudios

[tkatt]

You could try posting your problem in the "embassy" thread http://www.eurobrick...showtopic=19125 . But I don't know how far that will get you.

If your VIP account has been terminated maybe you can find a friend who will sign up for the program and place orders for you.

[JamPotStudios]

You could try posting your problem in the "embassy" thread http://www.eurobrick...showtopic=19125 . But I don't know how far that will get you.

If your VIP account has been terminated maybe you can find a friend who will sign up for the program and place orders for you.

I'll definitely check out the embassy thread. It's worth a go, right?

I don't think my VIP account has actually been terminated, as I can still see my points (all 14 of them), I just can't place orders on my account.

[Zanki]

Well, it looks like I can't get my account reinstated. I called again today and the guy at customer service said he would call me back in a couple of hours; instead I got an email I had previously received giving me a generic message and no real explanation.

They do not have my understanding. I can't believe that LEGO's customer service would be so atrocious - after a ridiculous amount of prodding, the order verification people have given me as little information as possible, and there's no way to contact them directly to explain the situation - and I'm literally being punished for somebody else's mistakes. This is actually proving quite upsetting at this point. I'm basically unable to buy exclusive sets or any promotions, and I have no idea whether this will affect my ability to buy from a physical LEGO store (I don't visit them often, since the nearest one is at least two hours from me, but I still want to have that option).

Is there a way to send complaints to customer service? The people I have spoken to directly have been great, but I would definitely want to complain about the services of the order verification people.

If anyone has any ideas of how I could get my account reinstated, or how to file complaints, I would really appreciate any help. This whole process has been miserable and shaken my faith in TLC.

The Palace Cinema is also out of stock pretty much everywhere in the UK now too, and the last few places on the internet who are selling it are asking for a lot more money (£200 as opposed to £120, which I can't really afford).

Also, the Ideas sets do get sold on places like Amazon, right? I really don't want to miss out on the upcoming Doctor Who set too. I've been waiting for that for years, to not be able to buy it because of this farce would be heartbreaking.

Why don't you just sign up for a new account? Use a misspelled version of your name and ship the Lego to a friends address (one which isn't connected to your old account). They probably won't notice and then you can buy Lego again. Problem solved.

[Plokman]

I'm still waiting for my physical Lego Shop at home catalog. I live in the US and I'm just guessing it's in sorting but I'm kinda worried. Lego has never let me down before though. They treat most with respect. I'd say keep trying to get in contact with customer service and restate your case. From the fact you had trouble getting the call to go through it could be a clerical error. I hope it gets resolved for you though.

Only time I ever had problems with a Lego set was on Ebay for a old Outback set. That was before me and my family knew what feedback was. That was nearly 20 years ago too. funny that was about the time I really discovered Lego for the first time. Well my most fond memories of the bricks that is.

[JamPotStudios]

Why don't you just sign up for a new account? Use a misspelled version of your name and ship the Lego to a friends address (one which isn't connected to your old account). They probably won't notice and then you can buy Lego again. Problem solved.

I think they look at your card and address, so that might be a problem. My mum's offered to give it a try for me, so we'll see how that goes.

I'm still waiting for my physical Lego Shop at home catalog. I live in the US and I'm just guessing it's in sorting but I'm kinda worried. Lego has never let me down before though. They treat most with respect. I'd say keep trying to get in contact with customer service and restate your case. From the fact you had trouble getting the call to go through it could be a clerical error. I hope it gets resolved for you though.

I've actually managed to get through since my original post; the issue is now that no matter how many times I explain the situation, they won't reinstate my account. But thanks for the advice nonetheless.

[dr_spock]

You have an uphill battle. It's basically your word against the records they have of "you" in their system. You have to prove that it wasn't you. Perhaps you can get that person to confess in a signed affadavit.

I suppose you can also move to another place to have a different shipping/billing address and phone number. Also get a different credit card so credit card number don't match up with past records and new email address..

[Vindicare]

Well, it looks like I can't get my account reinstated. I called again today and the guy at customer service said he would call me back in a couple of hours; instead I got an email I had previously received giving me a generic message and no real explanation.

They do not have my understanding. I can't believe that LEGO's customer service would be so atrocious - after a ridiculous amount of prodding, the order verification people have given me as little information as possible, and there's no way to contact them directly to explain the situation - and I'm literally being punished for somebody else's mistakes. This is actually proving quite upsetting at this point. I'm basically unable to buy exclusive sets or any promotions, and I have no idea whether this will affect my ability to buy from a physical LEGO store (I don't visit them often, since the nearest one is at least two hours from me, but I still want to have that option).

Is there a way to send complaints to customer service? The people I have spoken to directly have been great, but I would definitely want to complain about the services of the order verification people.

If anyone has any ideas of how I could get my account reinstated, or how to file complaints, I would really appreciate any help. This whole process has been miserable and shaken my faith in TLC.

The Palace Cinema is also out of stock pretty much everywhere in the UK now too, and the last few places on the internet who are selling it are asking for a lot more money (£200 as opposed to £120, which I can't really afford).

Also, the Ideas sets do get sold on places like Amazon, right? I really don't want to miss out on the upcoming Doctor Who set too. I've been waiting for that for years, to not be able to buy it because of this farce would be heartbreaking.

This is certainly some bummer news to hear, but I'm not so sure it's a point against TLG nor should you lose faith. Looking at it from TLGs perspective, I'm sure they can't, & other than your word, you likely can't either, prove that it wasn't you that ordered said parts, which is unfortunate. But, that's the way it goes sometimes with online activity. That is my guess on why you're still blacklisted. Because there's just no real way to prove that it was someone else who abused the system, some they were all placed using your account. Perhaps there is some extensive digging that could be done to point them, & you, in a better direction to deal with the issue, I'm not sure. You may need the patience of a Jedi to deal with it, as customer service can be a mess-but TLG seems to be rather pleasant. By phone, that is.

[Plokman]

I think they look at your card and address, so that might be a problem. My mum's offered to give it a try for me, so we'll see how that goes.

I've actually managed to get through since my original post; the issue is now that no matter how many times I explain the situation, they won't reinstate my account. But thanks for the advice nonetheless.

Oh oh dear. Well that is indeed a Kragle in the works. Wish I had a better idea to help you. Like I've said Lego themselves are always helpful. But with this it kinda becomes a "he said she said" kind of thing. Hope you get some results some how I'd hate for you to miss your Dr. Who sets. Nothing worse than missing a set you love the look of for one reason or another.

[AndyC]

I've actually managed to get through since my original post; the issue is now that no matter how many times I explain the situation, they won't reinstate my account. But thanks for the advice nonetheless.

Unfortunately there is very little you can say that is likely to change their mind, because anything you could say is exactly what someone would say if they were scamming TLG and trying to get access to do so again. It's also why you're unlikely to get a definite reason for the block on your account; if they told a scammer it was because of X, the very next step would be the scammer ringing up with a very carefully constructed explanation of X to try and get the account unblocked. Leaving it vague reduces the possibility of a customer service rep being duped into allowing a scam to continue.