lego.com Reviews
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1.8 / 5
Average user rating
1756
Total reviews
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lego.com Reviews
Read real experiences from customers of lego.com.
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Natasha Carroll
April 2, 2026
Absolutely appalling..DONT BOTHER WITH THE CUSTOMER SERVICE
Absolutwly appalling... bought a £249.99 set that has bits missing Contacted customer services for lego and was advised the parts will take 12 business days longer as its bank holidays. I said this wasnt very good and was they going tonoffer a goodwill for the inconvience I was told we could choose as item up to £25 there wasnt any my daughter wanted but there was one at £34.99 i said id pay the extra £10 as this was more than the offered amount Then the woman stsrted getting agfressive and angry becuase i was asking for more as she then told me i. Had to pay the shipping as well even though they was sending the item as a good will item so i said no i was paying the £10 extra as they had offered the send of an item to the value of £25. Never again will i bother We will return the incomplete lego And not waste our money on it again £250 set and its not all there Disgusting
Charlotte Desperado
April 2, 2026
Don’t get conned like me
Like many others here- they sell you the items- then conveniently for them three days later, an item is out of stock but you still have to pay the excessive postage and packaging. Appalling bad service- do not use. I’ve been conned
Kim Bates
March 29, 2026
Account Blocked
Daughter opened an account in November 2025 and has been unable to place an order without it being cancelled. No clear explanation in email received except it didn't pass security checks.Fast forward to yesterday, again order placed and order cancelled. Customer service contacted and they notify us the account has been blocked but honestly, no clear reason given. Second customer service person confirmed account blocked but said daughter had used points to try and make a purchase which is false as she's never been able to place an order and wouldn't of had points at the get go!Husband has an account and has so far had no issues. This issue is with my adult daughters account.Apparently once an account is blocked it cannot be retrieved!! Ok, I'll open an account in my name, my email etc.Place order. Order confirmed. Yay!Nope, order cancelled. Same reasons (didn't pass security checks).Absolute joke.Daughter has now lost points added to her account (oh yes. It let her do that!! Thieving buggers)Customer service state we'll give you extra points for the inconvenience. Errr, where to? You've blocked her account!You couldn't make this fiasco up.
Plyfa Intharasuwan
March 27, 2026
It's a joke.
Ordered my back order set since black friday last year. Says on the site it will be delivery on 13rd January 2026. 3 months past and still didn't get my order. Tried to contact them that I need to change my payment because my card got blocked.No response from them.Suddenly they cancelled my order and said they sent email to me and let me know that my payment is failed.(I already paid full price and got refunded and they said they will take money again when the order is shipped)But no, they just cancelled my order without letting me know. Needed to check it myself lolCustomer service is also a joke. Now my case is still not clear and still don't get any email from them yet.I bought it when the set on sale. They canceled it and now told me "you can reorder it" but unfortunately with the full price. We can't give you discount. When I didn't wanna cancel the order. Been waiting almost 4 months and their communication is really really bad. Never ever get emails from them.What a joke.
Emily
March 27, 2026
Lego is a Joke
Lego is a joke. I should not have to wait three months to finish a lego set becuase one part is missing and none of their stores can be bothered to carry replacement parts
Aires
March 17, 2026
LEGO Official Online Store Has Left the Room
I decided to try something new and order directly from the official LEGO online store for the first time. Unfortunately, that seems to have been a mistake.The website promises 2–4 business days shipping to Germany, yet two weeks later there is still no tracking information and no indication that the order has even been shipped.I contacted customer service, but so far there has been absolutely no response.Looking through the reviews here on Trustpilot, it seems this is not exactly an isolated experience. To be honest, I don’t expect this review to change anything either, as it doesn’t appear that LEGO pays much attention to the many negative comments here.I buy most things online and usually purchase LEGO sets through Amazon, eBay, or other retailers without any issues. This was my first attempt to buy directly from LEGO’s official store — and most likely the last.A major disappointment, especially from a company of this size.My recommendation to anyone reading this:consider buying your LEGO elsewhere.
Stevie G
March 17, 2026
Another order
Another order, another problem. Will someone at Lego Customer Service Management WAKE UP?
bevstanden
March 12, 2026
Once an inductry Icon, now broken promises. Steer clear
In the past 2 months I have bought the 4 1/8 scale F1 techno cars. Each kit had missing parts, when you pay £200+ per kits you expect all parts to be present but this not the case.Lego state you can order missing patrs but that is an even bigger joke. You can order online but when you submit you get"Opps something went wrong try again"Even if you use a different computer you get the same result.Don't try phoning I did on 3 x seperate ocassions, the recorded message is, someone will be with you soon. I waited beteen 1 hour and 30mins and the call was never answered.Lego Techno is not cheap but their QA/QC is very poor. I would not recommed you purchasing Lego, plenty of Chinese company that offer better product and service.Do not let Lego take your money,
Sarah
March 12, 2026
Avoid at all costs
Ordered a present at the beginning of December and it never arrived. Impossible to contact lego - we sent emails and filled out the website contact form and tried calling but just ended up on hold for over an hour each time. We finally got a response at the end of February and a new set sent out at the beginning of March (even though we were very clear that we wanted to cancel the order and not be sent a new one). Now we have a lego set that we no longer need/want and there is no way to return it because the website has still not been updated and our emails, contact form messages and phone calls are still going unanswered. It is impossible to return and impossible to get the money refunded. Very disappointed and will not be ordering from Lego again. Steer clear.
Harley
March 11, 2026
Returns process is horrendous
I have been trying to return an item for weeks. Firstly, the order status never updated on my account, so I had to reach out several times to get Lego to initiate the return. Customer service did not respond to my initial e-mails. After sending further emails, I was eventually provided with a return label two weeks later. There was an issue with the return label and the item was delivered back to my house. Now chasing Lego again to try and get another label to return the item. Courier knew it was a return and also queried this with Lego who advised DPD to return the item to me. Completely unacceptable!
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