Andras Eisenmann

It was a good discounted price, but unfortunately, the item's box is usually crushed or damaged by George. I never tried home delivery, only click and collect so I don't know that. Once, I received a tempered Lego set. Luckily, I got my money back. This time, they sent it in a weak box, but at least it wasn't in a bag as other times. I was happy when I saw it, I was optimistic. There wasn't any visible damage to the shipping box. Then I opened the box, and there was a hole on one side of the item. Asda George failed me again. I asked the manager and the staff at the CS desk, but they told me the only option was to send it back and get another one. I need to take the bus to go to my local Asda which is cost me £5. Once I go there, I also do big grocery shopping, so it is worth it, but going back again in a short period would cost me another £5. I would have been happy if Asda offered me 10% compensation, but that option wasn't available.
Lego should stored and handled with care. It is recommended to use a better shipping box. Many adults collect Lego too, or if you want it as a gift, everyone expects pristine items, not damaged ones. This caused me stress again. I will buy from somewhere else, and I hope Asda George will improve in the future.

Another very damaged Lego item from Argos (7 out of 10 in the last two years) used click and collect service. They don't handle with care their items. Probably a very bad stocking policy or SOP not followed.
There weren't any more available for exchange, also that would cost me extra time and £5 bus money to get it. Another time, one of your staff told me, If I want pristine/mint Lego, I should go to the Lego store because Argos delivery staff don't care and they just put the stock in a cage. Probably they put heavy stock on the Lego boxes. Maybe they have also warehouse storage issues. That's good advice; I will purchase from somewhere else in the future. Argos sometimes has good prices, but they are not worth the stress. They should offer 10% compensation for the damaged item, but that option wasn't available.

I was happy with John Lewis for many, many years. My wife used to work at Harrods warehouse, where management mentioned John Lewis standard and success as a rechable goal in every meeting.
What happened, I don't know, but me and my brother and my friend had many bad experiences recently.
We are Adult Lego Fans, building and collecting sets. The item of the box is also important for the nice presentation on the shelves and because this is collectable staff. John Lewis should know that, especially now, more adults get into Lego, and some sets of box designs are special adult editions.
The shipping box that they use is not sturdy enough, and every time the parcel arrived smashed. There wasn't any bubble or paper wrapping. They use Evri, which company is the weakest one to handle with care of the parcels. I asked in the gift comment for a sturdy box and some wrapping protection, which has been ignored clearly. You can skip the wrapping and use cheap boxes for the name of the "environment friendliness" to save money, but definitely, you will have more complaints and returns. Returns will generate a bigger footprint, which will be not good for the environment.
Nice you took back the "Never Knowingly Undersold," and you have great prices. Otherwise I would pay a little bit more to get pristine items. Experience is worse than Amazon. You should learn from Costco. They always send me pristine items in a sturdy box with plenty of fillers, also great prices. I should contact you about this one, but I'm tired of explaining why the box's condition is crucial to me. Very small cs/company understands this one. I will honour them. I hope you can go back to your standard, and then we will do business again.

Another amazing purchase. Fast dispatch, best price. This seller took extra care of my board game order. Arrived in mint condition, what is really important to me, as I'm a collector. Thanks again.

I purchased a Lego set, which one was oos everywhere. I would recommend a sturdier box to the company, but they sent in a box with some wrapping protection, and the item arrived in excellent condition. Fast shipping, before Christmas. I will return and buy from them.

I purchased a big Lego set with a good discount price and I asked for extra care protection in the gift message.
Someone noticed that and packed it very well. Thank you. Sent in a very sturdy box with some protection, the item arrived in excellent condition. Fast shipping, before Christmas. Would be better if they could expand the Lego product range.

I purchased a big Lego set and I asked for extra care protection in the gift message. Someone noticed that and packed it very well. Thank you. I would recommend a sturdier box from the company, but with plenty of bubble wrap, the item arrived in excellent condition. Fast shipping, before Christmas.

Very quick delivery and good tracking system. Sturdy box, in good condition.
I asked for extra care for my Lego order in the gift comment option. I received a well-packed item, thank you. Good prices as well. I will order from them in the future, highly recommended.

Excellent customer service. Very speedy delivery, good discounts on Lego. I was a little bit cheeky and I asked for extra care and extra wrap in the gift note. I'm a collector and quality is really important. I received a very well-wrapped pristine item. Thank you so much to whoever did that for me.
That would be the standard and I also recommend a more sturdy box, because the recent one is not strong enough.
That was a lovely experience.
Happy Christmas to the John Lewis staff.

Excellent customer service by chat.
Well-packed item in a sturdy box with plenty of bubbles (I'm a collector and quality is really important to me). Quick delivery with very updated tracking, and excellent communication. I ordered a Lego Star Wars set which is sold out everywhere, I'm so happy to get one. I got a referral discount as well. Absolutely satisfied with them. I will order again from them and also will recommend them.

This time it was the whole situation unfair, embarrassing and this wasn't the way how you treat your customer.

On Friday (09/12) morning on your website, you advertised a free gift (LEGO Star Wars The Force Awakens C-3PO Minifigure 5002948124/3990) with some Star Wars set.
Because of this offer, I decided to purchase from you.

The red flag written white Free Gift and the Money off bundle was on both items which I bought from you (Lego X-Wing and Lego Boba Fett's Starship). I clicked on special offers at the bottom where I have seen the free Lego, but the next page was empty. I didn't know how is that worked because I never had any free gift from you. So I ordered it anyway with a third item.
When I received the invoice I couldn't see the free gifts, so I decided to call customer service (10:51 09/12).
After a long waiting time, I was able to speak the customer service. I told them if the free gifts doesn't come with my order, then I would like to cancel it, but the Lady said I don't need to worry, just when I will collect my order, I need to ask the store and they will give it to me.
Then later when I went to collect my items, the free Lego polybags weren't there. I told to store colleague what happened and what the customer service told me. He didn't know why the customer service told me that, because they don't have the free gift in stock.

He was helpful and said he will reorder the two items which should come with the free gifts. He said might be the warehouse did the mistake.

Later I called (17:11 09/12) customer service again to make sure I will receive the free polybags the next day. After one disconnected call, because the system not accepted my correct order number I called you back again and after a long waiting time, again, I talked to an agent.
That agent wasn't professional, he didn't apologize for the situation and he just blamed the store.

The next day on Saturday I called the store, but they didn't receive the reordered items, but a store colleague told me, she will call me back.
She later call me back, but I wasn't able to pick up the phone, she left me a voicemail. She said, she couldn't see the free gifts on the order, but I can call back them to sort it out.
I called them back, but that colleague finished her shift and a guy told me the reservations are there.
I mentioned to him the free gifts and he said yes they received them.

On Sunday I went to pick up my free items in the heavy snow. I paid £5 for the bus ticket. When I got there I was shocked because they said they don't have them and it's out of stock.
I asked the manager and I explained to him the whole situation. He apologized for the whole situation and offered a 10% discount on my next purchase. I refused that because I wanted those free polybags as I already showed my kids what they will get. They will be disappointed as I am. I have a strong feeling if you not make it right, I really don't want anything purchase from you. I asked the manager why they told me they receive the free items, he said that was probably miscommunication.

The thing is, if they told me on Saturday they didn't receive the free items, they should be able to order because at that time it was in stock.
Or I was able to order as well again and return the other order, but they told me they received them.
On Saturday you fixed the webpage and there wasn't an empty page at the bottom of the page under the special offers. There was a way to add the free gift to the order.
The whole Friday that page was empty, but I believed I will get the free gifts anyway. I didn't know how your website worked with the free gifts as I never had any similar before.

I went on my day-off (on Sunday), instead of being with my Family, in heavy snow, I was a little bit ill as well, for nothing.
I spent £5 for the bus and later I spent £10 for an Uber to get home because there were massive delays and bus cancellations (because of the weather).

You could ask me why I requested click and collect if I live far and I need to pay for the bus to get there.
The answer is that your Lego items most of the time arrived damaged and in the store, I have a chance to swap or reorder. Once I ask the staff why your Lego items arrive always in bad condition. She said because in the warehouse they just put them in a cage and they don't care.
I reported this feedback to you many times, but nothing happened. This time I received 2 damaged Lego sets out of 3. Luckily I was able to swap one, which is still not perfect, but acceptable.

This whole situation and treatment are really serious. Miscommunication, false promises, misleading and unfair service. Please contact me and make it right. Otherwise, I will need to take a higher level, but I don't want to do that.
I'm still hoping you care and look after your customers.

(I sent also a formal complaint letter, attached with proofs.)

Excellent service. Very good prices, huge range of selection, quick delivery. I asked extra care and well package, because I'm a collector. They did it, I received pristine products. Thank you.

This is one of the worst company in the UK.
I'm a professional buyer and seller with 15 years experience.

I bought an item (cost £250) and I received a damaged one. After 2 weeks with many phone calls and mails, they said I need to pay to return the item.

They broke the law many times in this case. They said the item package is not included as the item. This is not true, any original package/cover belong to the item.
In the Lego business/investment everyone knows, how important is the package if you want to resell later the item. I contacted with the Citizen Advice and they gave me right and opened a case. I sent twice a formal complain letter to The Range, they not even answered. After many stress and time I fed up with them, they can be happy, but I'm not. Anyone else will ask me about this company, I will say just one word:AVOID!