I’ve purchased from Lego in the past but always have problems with delivery timeframes - for some reason they always take longer than advertised.I wanted to purchase a gift from the Lego store with quite a high value, but I wanted to be sure when it would arrive and how long delivery is guaranteed to take.My first 2 emails were completely ignored. After a week I made contact via chat, and spent half an hour struggling to get a definitive answer. The chat screen closed without reason and we were still mid conversation. Annoyingly I couldn’t rejoin the chat. I assumed the chat advisor would get back to me or that someone would finally respond to the emails, but they didn’t bother.Two weeks after my first message I tried the chat again, but the advisor couldn’t explain how I place an order with the delivery guaranteed, even though he’d offered to do this.In the end I had to call, which is something I struggle to do, and when I asked the handler to clarify the delivery process he said “should I explain again more clearly?”. It was patronising, humiliating and unnecessary, when all I wanted to do was buy a product from them and be sure it arrived on time. I sent a complaint about all this by email, and, even though I explained clearly in the message that I struggle with phone calls, a complaint manager called me unexpectedly the same day. All she asked was whether I’d purchased the product, but I’d already told them I went elsewhere because their service was so appalling. A pointless phone call that achieved nothing.I have insider points ready to spend, but I’m so disgusted by the way this has been handled that they’ll never be used.
