Product fine however Lego Stores are ocerpriced and when items returned will not refund onky credit or exchange, was charged over $100 more than if bought elsewhere. Emailed Lego and heard nothing. Will not buy direct from Lego stores again. Advise you look elsewhere before committing to buy from Lego store. Only giving 1 cause product itself good
Products its self is amazing, customer service very poor, took more money then they should of for product, leaving me short, back and forwards between lego and the bank. Lego not being any help at all. Still don't know when I will get my money back
Brought myself batmobile lego was at a ripped off price of $120. Started to put it together but was missing a piece. So I went to the lego website to get a replacement piece that was a week ago and still haven't received it or any extra communication from them. That crap is expensive and doesn't have all the pieces will never be buying from them… Read more
again I would expect that from a knock off but no the knock off that are cheaper actually have all the pieces.
Reviews with attachments
Place an online order to purchase some small F1 Kits. My order had been cancelled by LEGO due to it being addressed to a PO Box and that the order requires a signature. The emailed response from Lego had been that the items won't fit into a PO Box and they need to be signed for. Australia Post holds large items addressed to PO Boxes and you can… Read more
pick them up in the post office and sign for them. This has never been a problem when purchase from other retailers and with items considerably larger parcels than LEGO. So why does LEGO allow an PO Box address to be entered into the address field in the first place? Other businesses who will not ship to a PO Box don't allow you to enter a PO Box as an address, this saves a lot of inconvenience. The order had been cancelled on 2nd June 2025, the same day as placed, however the refund of the purchase price $229.98 has not be processed. LEGO I imagine will refund the purchase price in full, as yet no refund has been received. My experience has been that they are quick to cancel the order but very slow to provide a refund. Surely LEGO a global company, could give more consideration to the consumer experience with their online purchasing platform, rather than just profit. M.C
Great for the said age group – My 6-year-old son was delighted with this gift and has a lot of fun discovering a new way to play with Lego. The pieces are a good size for this age group. In addition to gaining access via a smartphone, I wish it came with an instruction booklet for building the set. I know my Grandson likes to work through the pages of a booklet as he does with other lego sets.
Celebrating 100 Years of Disney with broken pieces – Lego constantly took down my review for the latest Disney castle release. My review was the following: Be very cautious of your expectations regarding the quality of this product - you deserve to get your money's worth. For $600 I expected a lot more care put into this set. While it is indeed beautiful and imaginative, my experience was spoiled… Read more
by the amount of damage I found.
All printed pieces, majority of the minifigures, and certain plain bricks showed deep scratches and dents; in addition to this, I had small parts missing which I had to replace myself by tearing apart other sets I own to finish the build.
For the parts I could not replaced, I reached out to customer service for a replacement part order. I attached photos to an email explaining my experience; the first email was very unspecific as to how my order would proceed; after following up I was told in a second email that my order was mistakenly deleted and would be reinstated; after following up again my order had been forgotten and still needed to be reinstated; I finally had to call Lego to confirm that the order was on its way.
When the replacement parts arrived, while not necessarily damaged, there are printed elements with obvious printing imperfections. Where was the genuine care and effort behind helping one of your customers?
Actually does hurt having spent $600 on my first ever big set to be spending my time hesitantly opening each bag to find something broken and worried as to how I'd get it all fixed.
Having taken down my review, not reached out to me after doing so, as well as the lack of care from customer service has spoiled my enjoyment towards Lego. I've also noticed a great decline in quality with Lego, having given up on most Lego themes I once enjoyed because I've been experiencing similar issues in the recent years and the damage in sets is clearly escalating. In my previous review I expressed I'd be taking some time away from purchasing Lego, but after having them delete what I had to say despite not even reaching out to me has truly turned me off at this point.
Is anybody home at AU Lego.com? – I placed an order 2 weeks ago and received an email confirmation of the order. The payment was sent to my credit card and sat as 'pending' awaiting Lego.com to process. They have taken so long that the bank has automatically closed the transaction (items can only stay 'pending' for so long). So I try to contact them and they say it will take '10… Read more
days to reply to emails'. Sorry, what?
I tried to call them, and after listening to their patronising message at the start, gave up after waiting for an hour.
If you are truly so busy that it takes ten days to answer emails, then business is booming and you can afford to get some agency temps in to relieve the load. You'd think a massive multinational would be capable of running simple business functions like coping with surge.
Anyway, now I have a Lego set that I need to purchase but don't know if this order will be fulfilled or not. If I buy elsewhere, you can guarantee I'll end up with 2 sets :/
I'll never order from Lego.com again.
- +2
Buy from the local shop instead – I've been a VIP since 2015, it's been nothing but playing "Russian Roulette" every time a make an order. The latest was the last straw for me. I've given these clowns enough feedback you'd think they'd change their ways. But no, still sending items poorly packaged without protection, and yet another $400.00 AUD item received damaged. This time,… Read more
the courier destroyed it, taped up the box and even put a sticker on to say the box had been destroyed, and "repaired with tape". Too bad they destroyed the contents boxes also. After I sort out this mess I'll be closing my account. I don't care enough about the poor "bonuses" to do this anymore. I'm a collector mostly, and this is simply not good enough. Oh, and thus far, I have to wait 3 days until it's convenient for the courier to come pick up the damaged goods! Quick to take my money, not so quick to help waiting an hour on hold to speak to someone in the help center!
Positive reviews
Gold standard customer support – Extremely helpful and responsive to my request to replace a duplicate set. Their customer support was genuine and thoughtful, and next level. Thank you Lego!
Great range, good products, lousy shipping – I’ve purchased twice from Lego Aust. The first time I was happy with both products and service/shipping. The second time, I’m happy with the products but the shipping was a nightmare. Be aware that Lego uses couriers and requires signature on delivery. For me recently, that was a mission I didn’t have time for. I missed delivery and had the… Read more
runaround, eventually calling Lego to get them to contact the couriers and give my permission to leave the package unattended. I must say that the lady I spoke with from Lego customer service was lovely and very helpful. If you’re aware of this arrangement and can work around Signature on Delievery, you won’t have an issue. The best thing is the product range online from Lego Aust is phenomenal.
Customer Service – We were missing a complete bag from a Lego set my daughter received for her birthday. We reached out to Lego via chat function and they were very helpful and proceeded to post the missing bag straight away. My daughter loves her Lego and I couldn’t be happier with the service we received on this one.
Negative reviews
Lego Australia needs to update its online services and returns and refunds policies. It's a very slow agonising process which falls short of something I'd expect from the 1960's. If the workers worked any slower , I'd love a job with them. So far, I ordered a Lego and tried to cancel within the first hour. I had to wait for the Lego to be… Read more
shipped out , only for a return label to be added and it's now just sitting in the warehouse for 6 days. I had to call to follow up. Honestly the slowest and most cost inefficient way to return an item. Lego you need to update your systems to something that's reflective of 2025
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LEGO Australia is the pits to buy from online – I ordered a Lego product online - the Santa's Post Office. SIX whole days after I made the online purchase, I finally received an email telling me the item was being dispatched. SIX WHOLE DAYS LATER. This was supposed to be a wee CHristmassy build for my grandson ahead of christmas, but we are exactly 4 working days out from Christmas and I… Read more
have only just received the notification that my item has been handed over to Australia Post.
Ergo, it will not be here before Christmas.
Why does it take SIX WHOLE DAYS for Lego Australia to pick, pack and send an order?
I may be a VIP customer, but I will be going to Build and Play for Lego from here on in. They are cheaper to buy from, and far quicker to ship!
Deteriorating quality – We purchased Lego City 60402 which is a 4x4 car. The lego literally falls apart in your hand as you construct it. We've noticed that the old lego is much better. The bricks hold together as you build. We are now looking for second hand older lego for our son rather than buying new lego.
Recent reviews
Poor customer service – Beware when buying from Lego certified Australia they have zero customer service. Put profits before customers. Show no compassion for customers only policy! Buy from other lego suppliers
Lego uses courier who can’t get product to ppl who work – Purchased a Lego set for my brother, paid a postage and handling fee to be sent directly to him. Turns out Lego uses the courier DHL to deliver their items. DHL only deliver between the hours of 9-5 when majority of ppl are at work and have no way of allowing you to collect if you miss them. Over a week of attempted deliveries and he still doesn’t… Read more
have the product. Lego, why do you not use Australia Post?!! At this point it appears he will be unable to get his present - a great waste of money on my end. I will not purchase through LEGO again for the simple fact that their choice of courier is so unreliable
Dodgy – When something goes wrong with an online order they take your money and then ignore your emails. No public phone number either. Now having to dispute payment with credit card company to try to get refunded. Dodgy.
Lego Creator Sets are great but Ninjago not – The creator sets from Kmart are awesome and great value but we have bought all the set so switched to Ninjago. Dissapointed. They are poor value and just so few pieces compared to a normal set for the same price...
Should think more about their customers – Firstly LEGO Should think more about they customers because Adults just don't want display pieces They want something with Function. Secondly Some LEGO sets focus around the minifigures and not the build. e.g. The Justifer It was just a money grab people will fall for 1 exclusive Minifigure. The customer service is sometimes below average.… Read more
However LEGO has made a few good priced sets. LEGO at the official stores is overpriced. There is little garbage truck with bins worth $40 But is being sold at $60. Buy LEGO from Kmart or Target. Lego does use High quality plastic though.
Very disappointed in customer service or lack of – Ordered my Lego for grandchildren on 4/12/22. It is still in the warehouse & now have no hope of receiving it by Xmas. Hard to find contact details on website. Sent them an email which they responded to several days later. Won’t be dealing with them again. Would have had it last week if I had ordered from one of the chain stores.
On line order terrible. Customer service terrible – Ordered 6 dec still in warehouse will not order again. Forwarded to PayPal to get my money back. Customers service is 0. I Call no one answers. I still didn’t get to speak to anyone from Lego
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Don't deliver & 0 customer service – Purchased a lego product (exclusive to lego) on 28 November as a santa present (so need it prior to 25 Dec), with no suggestion that it wouldn't arrive before christmas. After chasing via email, chat and a long time on the phone (over an hour), all they can say is it is sitting in a warehouse and they aren't sure when it can be delivered. They… Read more
couldn't confirm if they could provide a refund. On the phone, I asked to speak to the manager, only to be told that 'they will give you the same answer'. How do I explain that Santa hasn't come (and having spent $600 on lego)?
Terrible Delivery and Customer service – Order two sets of Lego (both in stock) on 26 November 2022. They have been marked with the status "In Warehouse" for the last ten days. After contacting the Lego customer service team, I was informed that they do not know when they will be shipped because they are busy, worst still I can not cancel the order because they are "In Warehouse". What company has such poor process - it is 2022!!
Super Cool Star Wars Set – I recently ordered the Millenium Falcon lego set and it is amazing! I set it up with my daughter and we both thoroughly enjoyed the process of building it. Lego was easy to deal with.
Use the licensed store – After purchasing a large number of kits from different places, I can tell you that the best customer service was with the licensed store rather than Lego direct. I am still awaiting an order from the Lego website which I was able to secure kits within a timely manner at different locations.
Missing Pieces In Every Build – My partner buys a lot of Lego as she finds it relaxing and it helps with her mental health. What is not good, is that we have spent thousands of dollars on Lego, and in almost every single build, there are missing pieces. This is beyond frustrating! Sometimes she can find spare pieces left over from other builds, but sometimes she can't. … Read more
On these occasions she has contacted Lego to get missing pieces sent to her. However, it seems Lego don't like doing this repeatedly, despite them being responsible for the missing pieces. They provided her with pieces for 3 builds with and the 4th time she contacted them about yet another build with several missing pieces, she was accused of theft! Seriously? Theft? How dare they. We spend thousands of dollars on Lego sets, often they contain over a 1000 pieces and and usually there are a few missing pieces, and they have the gall to accuse her of theft? It's absolutely disgusting. We just purchased the typewriter and by page 48 there are missing pieces. Went to the Lego site and there's an announcement on the site stating that they are not providing any individual parts, at all, at present. This is a billion dollar company and this is entirely unacceptable.
Arrived quickly – I usually get my Lego from other stores as Lego themselves rarely if ever have a sale. But I was able to get some money back on my order so I was happy to buy from them plus I get VIP points to spend at a later date. My order was placed and shipped out quicker than I was expecting. All in all took exactly a week. It totally slipped my mind that… Read more
Lego uses TOLL for their shipping. My heat sank when I saw the tracking come from them as I've had nothing BUT terrible experiences with TOLL. As it turns out the order arrived ONE whole day earlier than expected!! I was very happy with the whole experience.
Worst customer service of any company – Ordered a Lego set in December and their website faulted and put through two seperate orders after saying the first one failed. Called them straight away when I got 2 invoices one hour later but apparently that was two late to cancel as they are that efficient that the item is in the warehouse and ready to ship almost before you order. No worries… Read more
was told I could return it and get a refund. And there the problem begins. Waiting 2 months for a return label. Eventually got my refund for that. The second refund has gone even worse. After 6 weeks waiting for a shipping label was sent 3 by dhl eventually they picked up the item the. They came and almost left with another delivery I ordered. Luckily the guy brought it back after 7 days of Lego having the item they have still not begun the refund process. They are the worst company to deal with. Buy your Lego from any other store!!
Never order directly from LEGO – I have been in communication with LEGO for the last three months seeking a resolution on items that arrived damaged. Initially, LEGO arranged replacement items, but they too arrived damaged. Not wanting to endure that again, I eventually sought a refund. LEGO arranged a courier to pick up the damaged items to ship back to their warehouse for… Read more
processing. This took a total of eight weeks, yet despite repeated assurances from their support team that my return would be processed and a refund issued, I eventually get told that the items never arrived and I would not be issued a refund. Even after providing them with photo evidence of the returned items as well as a Toll tracking number that clearly shows the shipment being delivered to their warehouse, they are maintaining their stance.
Based on my experience and that of others who have left reviews on this site, it's quite clear that LEGO runs a questionable business in Australia, and their operations are in definite contravention of Australian Consumer Law.
At this stage, LEGO has no interest in helping me, so I will be disputing this transaction with my bank, and also writing to the relevant consumer protection agencies to ensure LEGO's fraudulent business practices get brought to light.
If you're reading this review and have never ordered directly from LEGO before, simply don't do it. Buy your LEGO from a retailer that you trust instead.
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