LEGO Customer Service

What do You do if Your Set is Missing Stickers?

There is much rejoicing when I open up a new LEGO set and there are no stickers to apply. Printed pieces work for me. I am terrible at putting stickers on bricks. They always end up just slightly off center or crooked.

However some sets just don’t look the same with the added detail that stickers provide. If the stickers happen to be missing, what do you do?

I’ve had a few instances of missing stickers very recently actually. One was #60326-1: Picnic in the Park and the other was #76398-1: Hogwarts Hospital Wing. In both instances, I didn’t see the small sheet and it was either stuck in the box after I dumped the pieces out or I missed them initially. Whoops!

A lesson learned from the Bricks for Bricks BrickLink store… Someone recently purchased set #75276-1: Star Wars Stormtrooper helmet from the store (I have one more available at the time of this post if you are looking for one). When they opened it up, there were no stickers. When the buyer contacted me about it, I mentioned checking the box and build area to make sure they didn’t pull a mistake like I did. Then I mentioned they should call LEGO Customer Service to see if they could get a replacement sticker set. This was a real shot in the dark here as the set retired in the US on 20 January 2022 in the US according to Brickset.com.

We got some good news! LEGO Customer Service told them that they try to save the sticker sheets for around two years after a set retires to have on hand in event people buy some of the last inventory out there and need stickers. So they are sending one to the person who supported our latest giving campaign. Sweet! So keep that in mind if you have a sealed, retired set that you open up only to find no stickers. At some point, it will get too old and your chances are slim, but it’s good to know the option exists.

Has anyone else had this experience with missing stickers from a retired set?

Happy building!

LEGO® Customer Service at its Best

I ordered the new train set on its release date of 1 July 2020. #10277-1: Crocodile Locomotive was packaged up that day at the warehouse. When I placed the order initially, the gift with purchase set #40411-1: Creative Fun was not added to my order. Then when I received the order confirmation message a few minutes later it was listed. In that time I had emailed customer service asking what I missed when I placed the order to get the gift with purchase. Then I quickly sent a note saying I was good to go. About five days later I received an email saying they were sorry for the confusion and that they alerted the web team of the issue I had to make sure it didn’t happen again to others.

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Fourteen days after I placed the order, the set remained in “pre-shipping.” I was getting concerned because that is very unlike LEGO for shipping in the US. I reached out to Customer Service again just to check on the status of my order. I knew it would take around five days for a response to come in and I wasn’t mad about it. I just wanted to make sure it didn’t get misplaced.

Seventeen days after the order was placed, the shipment started moving outside of the warehouse. I was glad to see it was on its way.

Then on 18 July (four days after I sent the message to Customer Service) I received an email from Svetoslav. It said:


“Thanks for getting in touch with us.

I'm sorry we couldn't reply to your email sooner but as you might imagine we've been busier than usual helping fellow LEGO® fans from all over the world!

Looking into your request, I see that your order has already been shipped. I'm sorry for the delay but our colleagues at the warehouse and our delivery partners are taking extra safety measures to make sure your order arrives in the best condition and safest way possible which adds to the usually longer than residential addresses delivery time frame that applies to your shipping address. I hope this doesn't cause you or your LEGO® fan an inconvenience so I've added 1000 VIP points in hopes you'd give us another chance to earn your trust in the future. You can track your order by visiting USPS.com and using tracking number XXXX. I hope everything's alright now but please let us know if not or if you need any further assistance!

If you need anything else or have any further questions, please don't hesitate to get back in touch! :)
Stay safe and have an amazing day!

We want to make sure we're doing a good job for you, so you’ll always find the link to a four-question survey in our emails. Please tell us how we did today:

Please let us know if you need anything else.

Kind regards,

Svetoslav
LEGO® Customer Service”


First off, I wasn’t mad and didn’t lose trust in LEGO. I just wanted to make sure the package didn’t get lost. I get it. We’re’ in the middle of a pandemic and warehouse procedures are probably different. No worries there.

Secondly, 1,000 VIP points!?!?!?! I realize with the new VIP system that’s ~$5 off and then points to the next $5, but wow! That wasn’t required at all. I appreciate the gesture though.

Hats off to the LEGO® Customer Service team! I know they’ve had to adjust to working at home and the volume of requests has gone up, but they’ve gone above and beyond to help customers out when the system isn’t working at 100%. Thank you all and keep up the good work!

Have you had any experiences with LEGO® Customer Service worth noting?

Happy building!