The LEGO Group Reviews 1,771

Lego has the best sets ever I have many sets at home Lego is the best company ever created.

So lego will not reply to trustpilot reviews, so on that bases, of the way everyone is being treated badly here I will explain a situation I found myself in concerning lego. Please bare with me as this will effect everyone that buys lego. Seven years ago I was asked if I could build a star wars model it was the biggest and most expensive but with a twist would I also build the same one as well in a fake (Lepin) the price difference was £400.00 cheaper. I concluded after building the two that lepin where utter rubbish and to dangerous to give to children, so it ended up in a skip.Lepin where closed down by lego. Moving on to today, same situation but the build was the Lego Avengers Tower £435.00 put up against this new Chinese company costing £89.00 and sent all the way to the UK from China included in that price. And what a shock awaited me as I unpacked the fake kit. Apart from the bags where a bit confusing and the odd bits missing about 8in total only tinny ones, which did not effect the build at all. Every thing else was identical in every way, including the 30 mini figs. Sent my findings of to the ceo of lego, who got one of his minions to reply to me, which was a grossly mistake on his part, so he and the way he treated a 60 years plus lego builder says it all. Lego you Diserve what you get. I give you less than 5 years before you go bankrupt if you do not put a stop to your bad customer behaviour and the way your products are being cloned. As for you the buying public just vote with your future purchases.

Half the order was missing, never tried to make it right.

Apart from the Lego exclusives on the Lego website, you can literally get any set cheaper and delivered quicker ANYWHERE that sells Lego. This is a fact. Don’t believe me, go do your homework!

Im with others on here. If I knew it was coming from Australia I wouldn't have bothered. Then the website said in stock but after the money went through I got an email from Lego saying it was out of stock (false advertising)
Also was cheaper at my local warehouse. Look around, last resort in my opinion

Visited Westfield store with my daughter for her birthday.

Lewis the young lad that helped us was excellent, extremely polite, patient and efficient.

My daughter left very happy with her big bag of goodies

To say I received poor service is the understatement of a lifetime! I have returned a package for a refund that I have still not received a month later, despite the tracking of the return showing that it was delivered back to lego 3 weeks ago.

I have emailed and rang, and at first they just told me that it was taking longer than expected. Now they are just ignoring my emails. I cannot believe a company as big and as popular as Lego can give such poor service. I shall not buy from them again or recommend them to anyone.

Don't bother ordering from lego on line, twice I've ordered and they just cancel order for no reason, customer service is useless

Lego is a very professional organization both online and inshop. Their online customer service is will typically always try and resolve any question you may have.
Now for the bad points : it take forever to get any kind of response through email and trying to reach them over phone requires endless patience. This is nothing new and it means they deliberately shortstaff their service organization to save cost. With the margins that are made by Lego that is very disapointing.

Placed an order for two items that were in stock on 8/10/2025. Had an email on 11/10/2025 to say it was being prepared to be shipped. But heard nothing since. I spoke to someone on live chat on 20/10/2025 who said it was a DPD issue but that I would hear back in 2 days. Heard nothing. Have since sent an email, tried to talk on live chat again and am now sat on hold waiting to get through to customer service. So far i've been on hold on 18 minutes....... What is going on Lego? This is a birthday gift and I can't afford to buy it again elsewhere as Lego is expensive. Why won't you provide me an update? For a company selling kids toys this is just mean.............

The prices are going insane and they know it, I wouldn't recommend buying from LEGO themselves, they make more money selling it to retailers anyway, but with the price hike the retailer is the only one getting screwed over.

Little girl called oliver on the driving course is racist i definitely wont be coming back

Super slow delivery. Never buying it again online as they're using DPD - a courier with the worst ratings and constantly missed parcels. You cannot contact Lego easily - only Monday to Friday, no emails, just contact form and you have to wait for a response for ages. The race to replace humans and drive efficiency is hurting the beloved brand badly.

Bought a set for a birthday I buy lots cost £150.00. item still at warehouse rang after 4 days told being sent out today great, following morning get lame scripted letter due to high volumes etc it not coming yet great great tell my family member I know it's your birthday but you have to wait for gift. Lego great toy but company being arrogant if item not in stock don't take the order oh yes went into their store both items out stock in store so told order online joke !!!! Angry. Update their website changed item now to back order doesn't help me was in stock when I ordered I could have bought item else where etc but out loyalty choose lego.com disgraceful!! Update item been shipped let's see if arrives will remove parts of review as customer service staff been very kind helpful.

Pre ordered the game boy in July, we are october now and it still didn't arrive, meanwhile its available in the stores since september.. what the f? why do I even pre order!!!!!!

Ordered an item, three days later, no status, no delivery date, no nothing, just limbo. What a total shambles of a company. Normally bought in store before, but I shall think twice about the lego brand now. Missed childs birthday now. Pointless and Futile

Preordered the Lego gameboy. Release date was 1st October. Didn’t receive until the 4th.

Customer service didn’t care. Just said sorry for the delay still in the warehouse!

I’ll go to smiths in future. Lego can lose money and pay the middleman!

I bought some things that are the wrong size. According to the LEGO website, I am allowed to return them to a store. When I got to the store, I was told that the only option would be a store credit. They tried to convince me that the emails I received would have instructions on how to return the items to LEGO.com and get my money back. If you place an order on their website, you HAVE TO manage the order to get to a link for returns. Unfortunately, I was told by the website that my items cannot be returned. NEVER BUY FROM THE LEGO.COM WEBSITE!!! They are NOT cooperative on returns.

Pre-ordered item not even shipping until 3 days after release.
No update provided, I had to speak to them on chat to find out what was happening with it. Absolutely unacceptable.

I odered a gift card £100 told 7 to 10 days it never turned up. Rung and spoke to a LEGO EXPERT Lol. What a joke. He sounded like he just got out of bed. Couldnt understand him because of this. I ended up ringing again and the lovely lady sent it by email this time. I also ordered the nike dunk and the PRE ORDER the gameboy. They sent me the nike dunk not a problem. Paid for . They said that they had tried to take payment for the gameboy but it had been declined. So i rung them and spoke to a non english person. I thought it was all sorted until i looked at my bank and the whole amount for the nike dunk and gameboy had been took out which overdrawn me with the bank. So i rings them back and the lad told me because payment had been declined theyd had to reset payment but they would still only take £54.99. But im still overdrawn so Lego what you going to do about that. The lad said he would contact their finance department. Im still waiting. STEER CLEAR. Kids answering phones who havent got a clue