Unfortunately I’ve been left no choice to write this negative review. My son had Lego titanic which we purchased from Lego directly for £589.99. Just after Xmas my husband treated me to the home alone house £259.99. Me and my son have both been building our sets together doing a bit each night. My son initially had a missing piece in his but at time he was still able to carry on the build as he took the piece from a bag to be used later in the build. Unfortunately also came across a missing piece in mine but couldn’t continue to the build. I went online and went through missing bricks etc and kept getting emails back saying couldn’t fulfil order. I contacted customer service next day whom seemed helpful and couldn’t understand why but were putting order through. I then get another email declining the order. I then called back to explain and they said must be system error we will manually sort this for you. Again same thing happened, called for a third time to say they will investigate but again said they will pit It through theirselves. I then had email the next morning saying they were unable to deliver to my address due to a fraudulent claim. I then contacted customer service again to ask them to look into this alleged claim and that I was getting a bit frustrated with this process over 2 missing pieces of Lego in very exspensive sets.. again another email just stating due to false claim they couldn’t send out the missing pieces but I could purchase them this was going to be over £20 For 2 small pieces of Lego + postage.. because they were coming from different places. I emailed an official complaint to which I had an email back from a manager to say that they couldn’t send out pieces when they decide not to do business with a customer again and yet again over this false claim that I’m still trying to get to bottom of. I offered to provide receipts of purchase which they have not been interested in. I went to my nearest LEGO store to see if they had the any of pieces, they hadn’t but also seems like a reoccurring error with the titanic having the same missing piece. I have since sent another email to LEGO wanting evidence of alleged claim and also think that they are just trying to get away with sending out lego that have been mis packed … I am yet to received my response from LEGO still with this evidence… my husband also tried to purchase the piece for titanic due to my son being a bit upset and they still refused to send this piece out so one email tells me to purchase but they won’t anyway. But what I don’t understand I ordered the titanic online and it was delivered as it should of been so there have been no issues/ complaints and now after Xmas i can now not purchase from them over a claim I have no knowledge of. We have lots of Lego sets which are usually purchased in store or brought as gifts and are signed up to their rewards and have been for a long time. I now have £850 worth of unfinished Lego we can not do without the missing pieces and Lego are refusing to sell or give us for free the missing pieces. I am looking at taking this further with an ombudsman for this absolute absurdness. I genuinely believe I’ve been mixed up with another customer or they are just making this story up to refuse to send pieces out. I have also told them if it doesn’t get sorted regardless of 14 days I will have no choice but to return both sets as they can not be completed
