So the girlfriend buys me a 9393 Technic Tractor online at lego.com. It doesnt say out of stock, etc. so when she gets the package in the mail today they sent a lego city monster truck transporter.

Is this a normal lego practice? that if something sells out they just send whatever random lego set is "comparable"? Why not just call or email?

anywho, they gave her a full refund and let us keep the one they mistakenly sent! Woohoo!

No, this is not standard practice, just a simple cock up!

it's a shipping error.

Lego Custommer services are realy good. My 8043 went missing in transit the week before cristmas.

They send me a new one with UPS. 16 Hours from talking with them until i had it in my arms is pretty good then it includes customs and so on ...

Well the original set is a retired set and not in stock. But at least I got something out of the deal! :D

I have always had very good luck with Lego customer service. When I bout my Unimog it was missing all the pnematic cylinders and hose. they promptly sent all my missing parts! :D

I've used lego service for many years and only had one item go astray and they sent me a replacement, only for the original item to arrive three weeks later...from Australia. I contacted lego to let them know and they told me to keep both.

H

I have also had nothing but good experiences with Lego customer service. It sounds like your initial mix-up was a rare failure, but them giving you a refund and letting you keep the extra set is very much in keeping with their practices. I may gripe about a few things Lego does wrong (like inconsistent colors within a set) but they do a good job on customer service.

Years back I purchased the F1 Silver Champion. The UPS SOB left a package totally crushed on my porch and when I told him I would not accept it, he simply ran away ... Furious, I called Lego to explain, they told me to keep that unit, and they over-nighted me a second unit, and got it the next day ... best customer service experience ever.