Complaints

This profile includes complaints for LEGO Systems, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  LEGO Systems, Inc.

  555 Taylor Rd Enfield, CT 06082-2372

• 

  LEGO Systems, Inc.

  PO Box 1600 Enfield, CT 06083-1600

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/11/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I send you a Email on 3-9-25 about my account and you NEVER REPLY To Me NOW.

  Customer Answer

  Date: 03/11/2025

  THEY STILL NEVER REPLAED TO ME YET.

  Business Response

  Date: 03/13/2025

  We have received numerous contacts from this consumer but are still unclear on what their concern is. More detail would be required to help out.

  Customer Answer

  Date: 03/18/2025

  YOU STILL NEVER REPLAYED NOW.

• Initial Complaint

  Date:03/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 20, 2025, LEGO, in partnership with *******, offered a 15% cash back promotion. Solely because of this unusually large cash back amount, I made 11 separate purchases from LEGO totaling $2089.89 pre-tax, which would amount to a total of $313.50 cash back due. LEGO is refusing to honor the promotion by claiming my purchases were ineligible. As evidenced by the attached screenshots of the email confirmations from *******, which included the subject line "Success! Your LEGO shopping trip is complete," the transactions were successfully registered with *******. While ******* lists a variety of circumstances in which a transaction may not be successfully completed (i.e., using non-******* coupons, disabling cookies, navigating away, having items already in a shopping cart, etc.), it’s clear that none of these apply in my case. The only question that matters is whether or not the items purchased were in an excluded category. Exclusive & Hard to Find items were excluded from the 15% cash back offer. In addition, gift cards, ******** tickets, and ********* items were excluded from the offer. The purchases were all non-excluded items. I request that LEGO honor it’s end of the promotion by paying the 15% cash back due.

  Business Response

  Date: 03/10/2025

  Some affiliates, like *******, offer cashback rewards to consumers when they shop using their links. With questions about cashback, they'll need to contact the cashback provider directly. We have no way of helping with cashback offers from affiliates and are unable to help. 

  Customer Answer

  Date: 03/10/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  I have contacted *******, the Cash Back provider, but they've informed me that LEGO is refusing to pay their commission; so, in turn, they are refusing to pay my Cash Back due under the promotion terms. While it's convenient for LEGO to claim it's solely an issue with the affiliate, that's neither true nor fair to me as the customer, who has no control over or insight into the business-to-business relationships between merchants and their affiliates. I made over $2000 in purchases in a single day SOLELY DUE to the 15% LEGO promotion offered from *******. LEGO received my business. If there was an agreement between LEGO and *******, whereby LEGO would pay a commission to ******* for referrals, then LEGO should pay the commission to *******. If this commission was paid to *******, then confirm as much. If the commission wasn't paid to *******, then explain why not.

  It's not an honorable response to shrug your shoulders and say to a loyal customer, "It's not our problem."

  
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 03/13/2025

  This transaction is between ******* and this consumer and we are unable to assist in this matter. 

• Initial Complaint

  Date:03/03/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on Feb. 4 2025 i place multiple order using my account with lego****. IN each of theses case I got a confirmation email that my order was confirmed and my credit card was validated. these items were backordered and i understood this at the time of my order . on Feb. 11 2025 all of my orders were cancelled for no reason the email that I received was generic. when I called customer service they said they would get back to me, which they didn't. On Feb. 11th 2025 i place additional orders and once again these were cancelled. when I called up customer service and finally forced them to do some research it was determined that because i had made several returns they chose not to do business with me any longer. I am 65 years old and never have I been banned from anything, there was no warning no email no form of any communication. Had I known this in advance I would have made other arrangements for my orders that were placed feb 4 2025 (since theses are a limited run. I waited 6 months to place theses orders and i believe LEGO has engaged in unfair business practices and I would expect that they honor my past orders I can't force them to take future orders even though their explanation is subjective not documented on their website and can be done do any consumer at anytime. I truly believe that they operate using unfair business practices and they rule at their whim

• Initial Complaint

  Date:01/29/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Lego sent me an item (with no-signature required) that was left outside of my house unattended. The item for $951 appears to be stolen. There is a delivery photo showing that in fact it was delivered. After reaching out to Lego numerous times the decision to not re-ship is final. At this time I am no longer looking for a re-ship but a refund! I feel I have been thrown under the bus and as a long time standing customer I am VERY disappointed. I sent 8 pictures to the escalation department with the Lego sets we have put together with my son over the years showing our loyalty for 8 years. This will affect future purchases of lego. I was told that I can contact my bank. I believe this is bad business practice. Beware of ordering on lego.com as you will be liable in such circumstances. Or be prepared to sit at home for the whole day looking out the window for the delivery driver.

  Business Response

  Date: 01/30/2025

  After careful review of this consumers history and supporting materials provided we have offered a full refund. We are very sorry for the poor experience and hope they will give a second change in the future!

  Customer Answer

  Date: 01/30/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  I look forward to many more years with Lego.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:01/15/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction: The order was placed on December 3, 2024, for the ******** ****** *** set (#*********6). Amount Paid: I paid $106.61 for this order. What LEGO Committed to Provide: LEGO committed to deliver the ******** ****** *** set to my address. The package was shipped via *** and marked as delivered; however, I did not receive it. Nature of the Dispute: LEGO claims the package was successfully delivered, but I did not receive it. No verifiable proof of delivery to my address has been provided. The tracking information only shows a generic delivery confirmation, which does not confirm it was delivered to me. Additionally, as of now, I am unable to manage my order through the LEGO website. The order appears faded out with a message stating "just placed," even though it has been over a month since I made the purchase. I cannot click on the order or find any tracking information when I log into my account. I have attached a screenshot for your reference. Efforts to Resolve the Problem: I contacted LEGO Customer Service multiple times via email, explaining the situation and requesting either a replacement or a refund. LEGO reviewed the case but maintained that the package was delivered and denied my requests for a resolution. Their final response was to suggest I contact my bank to dispute the charge. What I Seek: I am seeking the BBB’s assistance in securing a full refund of $106.61 for this order, as LEGO failed to deliver the product to me and has not provided adequate support or resolution to the problem.

  Business Response

  Date: 01/24/2025

  We have processed a full refund to the customer and are sorry for any inconvenience caused.

  Customer Answer

  Date: 01/26/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:01/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a lego set (*****) and ******* *** before Christmas. For reasons not needed...I decided to send it back within their allowed window. Unopened either one...other than shipping boxes. The ***** was sent back in the original "LEGO" posted shipping box Lego sent me two return labels. I took to *** and dropped off both boxes with TWO different tracking numbers. I was told they only received the small box and not the ***** box. Attached is proof that I dropped it off with ***...that both tracking numbers say delivered

  Business Response

  Date: 01/24/2025

  After thorough, we are unable to refund this order as the main set was never received by the warehouse. There are also inconstancies on the tracking label vs the original order. We advise the customer to dispute the charge with their bank or credit card company

  Customer Answer

  Date: 01/24/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  My attached photos CLEARLY show what labels YOU all gave me WITH tracking numbers.

  Also attached is *** PROOF of delivery with those EXACT tracking numbers.

  I shipped out both boxes in Dec at a physical *** location. It's possible that with LEGO being all over the box (item was shipped back in the exact box it was sent) that a *** or Lego employee stole it. IF THATS THE CASE....I SHOULD NOT BE RESPONSIBLE AS ITS NOT REQUIRED I RETURN THE OBJECT IN PERSON. I WAS TOLD TO DROP OFF AT ***. I DID SUCH THING - AS AGAIN IS PROVEN WITH *** TRACKING!!!!!!!!!!!!!!

  I even tried to contact *** for one of the packages to see if they lied and misplaced it.

  I would like my full refund back. This is beyond ridiculous and you all know this.

  Sincerely,
  
  ****** *******

  Business Response

  Date: 01/24/2025

  Sorry, we are unable to further assist in this matter.

  Customer Answer

  Date: 01/24/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  You all know you're in the wrong. Poor way to do business. I assume tracking numbers actually mean nothing. Need to change your policy to must stay with *** throughout the entire process of delivery.

  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:01/06/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed this order ********** on Lego**** for a set on 12/15/2024. I received a shipping confirmation email on 12/19 with the tracking number ***************. No further updates from Lego since then. On 12/23, I was checking status of the shipment and saw that the package shown as delivered on 12/21. Having seen no such package, I reached out to Lego customer service online and raised the issue and was told their team would look into it. I reached out via phone call on 12/26 again and received an email later claiming their order team had reviewed details regarding the order and there would be no refund or reshipment. I requested an escalation on the issue asking Lego to provide more details on their review process when handling situations like this. On 12/30 I got a reply citing "review and confirmation from our delivery partners show a successful delivery". I tried to open a claim with the carrier, *********, with the case number ********, and received the following message "Our delivery records indicate this package was delivered, but we understand you have claimed the package as not received. Our facility has completed the investigation. If the package has not yet been received, please contact your seller for further assistance" and kicked the ball back to Lego. This incident was then reported to the local police department and was categorized into package theft on 1/1/2025 with the police report number ********. I'm still waiting for the investigation from the police side. At this point, I do not know who took the package, but I'm extremely disappointed in how the issue was being handled by Lego. As a long time customer since 2018 who have bought numerous sets at the web store and elsewhere, I'm starting to lose trust in this company’s commitment to fairness and quality service.

  Business Response

  Date: 01/16/2025

  After looking at this complaint we have decided to apply goodwill and have issued a a full refund for the stolen delivery.

  Customer Answer

  Date: 01/18/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ***

• Initial Complaint

  Date:11/08/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Recieved a order of 3 packages with various lego sets distributed across the 3 packages. The order/delivery was missing the **** ******* Lego Set. I called on 11/06/2024 and spoke to the representative Melissa, who informed me she spoke to the review team AND a supervisor who authorized a reshipment of the missing item from my $550 order. She asked me if that is okay and I spoke to my kids and they said that they would prefer to get a different lego set instead of having the correct one reshaped. She stated she only had authorization for a reship (Which would get to me as soon as Wednesday of next week (11/13/2024). She tried to ask the supervisor and get authorization for the refund but a supervisor wasn't available (Despite having spoken to them not too long ago). She said she would email me the following afternoon regarding if a refund was authorized. I told her if it wasn't authorized then she can go ahead and process the reshipment. The following day 11/07 I was told I would not be getting a refund OR the offered reshipment that was offered to me. I feel this is incredibly unethical to lie to a customer like this. They stated that the representative didn't have enough information, but she recieved approval from a supervisor and the review team for the reshipment. I called and spoke to a supervisor by the name of Christan who did not provide any recourse and provided the response of "File a claim with your bank". He offered absolutely no kind of recourse or resolution, aside from stating multiple times to file a dispute with my bank. I asked to know the first name of the supervisor or representative who authorized my reshipment to the representative I was dealing with at the time (Melissa) and he refused to provide that information. This feels incredibly unethical and I feel lied to, this is my first purchase off the lego store website and it is leaving an incredibly sour taste in my mouth. I will also be filing an *** claim for unethical business practices.

  Business Response

  Date: 11/15/2024

  After reviewing this complaint and our internal case notes we are processing the refund. We are sorry for the poor experience and have now initiated a refund for the LEGO® ***** ****** *** ********* 

  Customer Answer

  Date: 11/15/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  Thank you.
  
  

• Initial Complaint

  Date:11/05/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ********** Order was delivered to the wrong address, upon opening package the order did not include an item. Merchant tells me they will not reship or refund but to take it to the bank. They have absolutely no reason why they will not return or ship me my item that I paid for. The customer service is absolutely atrocious stating we have no reason, we take these matters seriously and all say is final. The merchant is a thief, do not buy from here.

  Business Response

  Date: 11/11/2024

  After reviewing the order history of this customer  we established that we have proof of delivery for the entire order. We are unable to provide a refund and suggest that this customer will speak to their bank/credit card company for a charge back. 

  Customer Answer

  Date: 11/11/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  LEGO is a fraud , do not purchase from here. 
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:10/25/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I pre-ordered several items, including two ***** **** Tree 2-in-1 sets, under order number **********. However, my wife felt the Legos were not suitable for our 3-year-old, so I initiated a return for the entire order on September 17. I received a return label with tracking number ****************** and was instructed via email to package the items and drop them off at ***. The tracking information shows the items were delivered to their warehouse on Thursday, September 19. It's been 5 weeks, and I am still waiting for a refund. According to their website, unopened merchandise may be returned for a full refund within 90 days of receipt of your order. Please confirm if I will be receiving a refund of $650.24.

  Business Response

  Date: 11/11/2024

  After checking the order history of this customer,  we found that they contacted us to report that the order was never delivered. We have proof of delivery on September 15th . Then the consumer contacted us on Sept 17th to initiate a return of the order they claimed wasn't delivered. Our warehouse never received any returns from this consumer either. We are unable to assist any further and will not do any further business with this consumer directly.  They are of course welcome to buy our products elsewhere.