Hi!

Just a short time ago I placed an order on S@H. Among the sets I bought there was also the Exo Suit, which was on backorder.

Well, I did the usual thing. I paid for the order with my credit card. I had used 100 VIP points (5 euros) to get a discount. Then there was that website displaying your order and giving you your order number. I never write down the order number since you normally get an email some minutes or hours after your purchase anyway.

And now the strange thing: I haven't got an email confirming my purchase yet and I haven't got any VIP points for the products I bought! However, the VIP points I used for the order were taken off the total number of points I had. So the 5 euro discount is gone anyway.

Is it because the Exo Suit is on backorder? Will I get that confirmation email as soon as it is available again? But that would be a new policy. Normally I always got the sets that were available immediately and got the item that was not available later.

I have recently informed TLC about this problem. I am waiting for their reply.

Has anything like this happened to you?

Something like this happened to me just the other day. Ordered the Mini, the camper van and the ExoSuit. Didn't get VIP-points, free shipping or free promo set when I confirmed the order. I haven't recieved any confirmation by e-mail either.

But I contacted Lego Service with these questions and got the following for response: VIP-points, free shipping and free promo set would be added to my order.

When I go to lego.com and log in and then select "order status" I can view my order and see that I have recieved free shipping and promo-set. I can't see anything about VIP-points yet, but from earlier experience, this usually takes some time.

I have just found the "order status" list that you have mentioned. I have not yet checked every feature of my VIP account. I didn't know that an order list existed. Well, my order, the order number and all the ordered items are listed. It says "processing". So let's see how long it'll take. I placed the order on Aug. 2nd.

That page is indeed well hidden. You would think it would be under your account, but it isn't. My order now says shipped. My order was made august 1st.

You don't normally get VIP points until the items are dispatched.

They have been dreadful at sending out confirmation emails recently too.

Check your order status. I got no confirmation email or ship notice, but my Exo-Suit and ISD apparently shipped today.

I too have not gotten an email sent after placing an order, but checking the order status should show 'customer service' first, then changes to 'processing' then last 'shipped' when a tracking number is added to the order summary.

The only time VIP points are added to your account is when you make a purchase at a Lego store. The online takes at least 24 hours to show up, and only after the order is shipped.

I have never ordered anything on backorder before, so would like to know how that is handled too. I always wait until it shows up as available and then order.

I don't think I've ever received an order email or shipping email. I have seen the order number on the website though.

Edited September 27, 201410 yr by opn2

TLC answered my message saying that they were sorry that I didn't get a confirmation mail. They also said that the order was on its way to my place - I already knew that since I had checked the order status on my VIP account - but that I would get the Exo Suit later because it is on backorder.

Edited September 27, 201410 yr by opn2

The same thing happened to me during the May the 4th promotion, unfortunately. I didn't actually get the order confirmation until halfway through June, and the Sandcrawler was shipped at the same time.

I have always received confirmation e-mails until the Exo-Suit. But given the demand and the negative effect it had on the website for several hours I think they just got missed for a lot of people this time and there's nothing to worry about.

The order will still exist and can still be checked - as someone else has already said - by logging into your account. Specifically: 'Sign In', click 'View your account', select the 'Account History' tab, follow the "click here" link at the end of the blurb (this is confusing and bad design), and you'll see your orders which can be individually clicked on to examine the contents. All three of my "missing" orders with Exo-Suits in are listed here so I'm sure it's the same for everyone else.

I just today also got an apology email from TLG about not receiving any order confirmation emails for my last order, which was back on 18 July, here is the text:

We apologize that due to a technical error with our email system between July 31 and August 7, you may not have received an order status, or shipping confirmation email regarding your order. If you have not received your order, you may check the status by visiting our Order Status Page.

Here is some additional information on what your order status means: Your order will show a status of "Customer Service" during the review process and we will contact you only if there are any problems, in which case the status would change to "Please Contact Customer Service." If your status is "In Process," then your order has been reviewed and is ready for shipping. Once your order is "In Process," we cannot make any changes to the order. When your order ships, the status will change to "Shipped" and a tracking number will made available.

We apologize for the inconvenience. Thank you for being a valued LEGO® shopper.

Sincerely,

Your LEGO® Customer Service Team

I knew enough from past experience that it happens sometimes, and kept checking the status..glad to see they know and are trying to remedy things...

I got the same e-mail, but after I received my Exosuit via FedEx (oh why did I just order 1)