The Lego Space Center Set 3368
I DID NOT Buy From
America’s Best Train, Toy, and Hobby Shop
**UPDATE** Lego heard our story and reached out to us. Read all about their awesome response here: The LEGO Group: Customer Care As Awesome As Their Product.
I am not one to complain quickly, especially for all the world to hear. I feel like often we are quick to complain and slow to compliment. I have especially never used this blog to complain…until now.
All companies and people make mistakes and no product is perfect. I don’t expect them to be. However, I do expect quality customer service. Customer service can make or break a company. If the company I’ve dealt with the past 3 weeks is consistent in their customer care and service quality, I don’t understand how they are still in business.
Today, I am heartbroken! My 9 year old has wanted the Lego City Space Center Style# 3368 for what seems like forever. He loves Legos and Space. He worked hard and finally saved enough to buy it. As luck would have it, Lego has discontinued this item and we can no longer find it at retail price. It’s about double everywhere we’ve seen. I spent hours online hoping and searching for this set at a reasonable price and I finally found one, the last one, at America’s best Train, Toy, and Hobby Shop for only $47! My son was SO EXCITED!!
I purchased right away at 3am! However, when my order confirmation came through, it was incorrect. I emailed right away and called first thing the next morning to correct it. The man working said the best thing to do would be to cancel the order and call back after 11:00 to reorder. I shared with him that it was the last one online and he said not to worry, they have it in the store and may even have more. I cancelled and called back 2 hours later. The same man answered and took a message. This was August 9, 2014. I waited for a return call as my 9 year old asked frequently if they had shipped it yet. I emailed again. I called again. I called again. Finally, the man said there had been a family emergency and they would get back to me. I emailed again. 2 weeks had gone by and nothing. I called again and the man who answered asked me to hold on. He came back, asked who I was, and put me on hold again. He came back a second time and said the person I need to speak with suddenly couldn’t come to the phone (as he stumbled over his words) and wrote down my order. He said I would get a call that night for sure. 3 days later- still nothing.
You can imagine my frustration at this point. Multiple emails and lots of phone calls later on this time sensitive order, my son still didn’t have the set he saved so long for. Nervous, I checked the company web site everyday and the item was listed as “not in stock”. I assumed this meant they hadn’t put it back on the site and were holding it for me since they knew I wanted it (I ordered the last one, so inventory switched to “out of stock” after I purchased. . Finally, today, 20 days later, I got a hold of the person I needed to. He told me they were sold out of it. WHAT!?!?!? 3 weeks I have been trying to get through to them and they no longer have it??
ABTTHS Rep: “We don’t have that set anymore.”
Me: “You weren’t holding it for me?”
ABTTHS Rep: “You canceled your order.”
Me “I called to change my order and the representative told me I had to cancel and reorder. I cancelled but couldn’t reorder online right away because I had ordered the last one and the web site said “out of stock”. The representative told me to call back at 11:00. I did. And emailed…many times. “
ABTTHS Rep: “Yeah, someone bought it online right after you cancelled it.”
Me “You had time to reset the inventory online but didn’t have time to return my call or email? Why didn’t anyone return my calls or emails to tell me that?”
ABTTHS Rep: “We didn’t know why you cancelled your order.”
Me “Why does it matter? I cancelled because your company representative told me I needed to cancel to correct it. I called back but the person I needed to talk to was never available.”
ABTTHS Rep: “I have been trying to contact Lego and see if they will be shipping anymore sets to us.”
Me: “Why didn’t I get a response to let me know that.”
ABTTHS Rep: “Why would I respond when I don’t know if I can get another?”
ummmmm….maybe because my question wasn’t “Can you get another?”.
……..
ABTTHS Rep: “You are the first unhappy customer we’ve had in 2 years.”
REALLY!?! Are you kidding me?? It’s been my experience with small businesses like this one that they have excellent customer service. This is clearly not the case here. With tears in my eyes (tears of anger, frustration, and disappointment) I searched the Internet again. Bad news; prices are even higher. I am dreading telling my son.
Lego, if you get this, do you happen to have a Lego Space Center 3368 buried way down deep somewhere you would sell at regular price??
Disclosure: All opinions expressed above are my own . Post and page may contain affiliate links and advertising. Thank you for clicking through them! It helps keep Parenting Beyond here for you 
Wow. That is terrible! I will make sure to remember to NOT purchase from this company. I doubt you were the only unhappy customer they have had in 2 years. I believe they said that to make you seem crazy and feel horrible (which you did). What a terrible company. I hope you and your son find the one you were looking for. Maybe it can be an early Christmas present for him even though it is doubled.
I thought i was the only one that stuff like this happens to…. i would tweet lego daily lol what this place did was wrong. YOU are in the right not them.
I’m truly sorry to hear that! I can easily imagine how disappointed you must be. I’m hoping that you’ll be able to get one from another company sometime soon.
HilLesha recently posted…Greener Sleep with Saatva Luxury Mattresses
Wow what horrible customer service. They should have told you right away it was sold instead of making you wait for weeks. I hope you get to get one for your son really soon.
Michelle F. recently posted…Felt Pretend Play Jewelry Tutorial
I would try another site.
This is terrible! I’m so sorry you have had to deal with such poor customer service. That’s not service at all. I hope you find an affordable set for your son.
Tina Truelove recently posted…Pumpkin Activities for Kids: Integrate These Activities into Lesson Plans or Do Them Just for Fun
That is awful! I would be so mad & heartbroken for my kids if that ever happened to them. Thank you for the heads up on such terrible customer service. I do hope you find your Lego Space Center 3368.
Customer service is just like common sense these days…. so rare that it ought to be considered a super power.
Nolie recently posted…Best Tips for Teaching Phonics to Preschoolers
Oh no! I hope that they are able to find one for you! Poor kid saved for it too.
Britney recently posted…The Wednesday Roundup #41
How frustrating! You had multiple poor experiences related to this, so I find it hard to believe you are their first unhappy customer.
So sorry to hear this happened to you. I hope you are able to find another one. Maybe you can call the Lego stores and see if they have any. We have a Lego store in Orlando, Fl and I have found stuff in the store that was sold out online.
That is awful. I feel so sorry for your son. I think I would have had a stroke from high blood pressure.
Debi – Travel Blogger recently posted…8 Tips for Traveling with kids
Poor customer service is always a drag. I’m so sorry your son didn’t get his set. =/
Liz Mays recently posted…Gone Fishing with #GoldEmblem
Wow that is definitely not a good story. Customer service is so vital to businesses. I miss it so much while living over here in Sweden. I hope you get your lego set for your son!
Samantha Angell recently posted…Recipe: Swedish Kladdkaker
This is the worst story of customer service I have ever heard. It sounds like they really gave you the run around. How awful. I would be so upset and have nothing to do with this company ever again.
my brother loves lego
Story of my life! I’m sorry for your frustration – but the lack of CUSTOMER SERVICES has been falling short all over our country. (from someone who has traveled a lot, it sickens me). What happened to people caring about their jobs, no matter their position?
Tanya Coffman recently posted…Meeting Author Barbara O’Connor ~ {read The Fantastic Secret Life of Owen Jester}
Wow that is a shame. That company has very poor customer service and I am sure no one believes you are the only unhappy customer in 2 years being treated like that. Thanks for sharing. Hope you find one.
So sorry to hear that! How disappointing! I hope you get one for your son really soon.
Veronica Lee recently posted…Kanom Jeen Nam Ya Pla
What a terrible ordeal. I’ll never buy from that company! On the flipside, you did know it was a highly sought after set. Due diligence is due!
They should have put a note in the system and should have taken care of the transaction right away. It really stinks when people don’t care. You should definitely follow up on this with the company!
I hope you get your set and I wouldn’t buy from them again.
That is terrible customer service. I hope Lego can find one for you. Try emailing Lego directly.
Well, that’s certainly no way to get continued business. Sorry that happened to you.
Danielle recently posted…Best of Summer 2014
i feel sorry for ur son
Sads to hear!
What a frustrating experience! I hope you find a reasonably priced set! It looks like a fun one.
Wow! This is a customer service nightmare. Sorry you had to go through that.
Yikes, what a disaster! Definitely won’t be shopping with them!
Ashley Nicholas recently posted…Labor Day Sales
Like you said, mistakes happen, but for the final person you talk to to be so non caring about the whole situation. Wow!
huh..what a disaster. This is a great example of BAD customer service.
Bad customer service is such a pet peeve of mine. I am sorry that they did not follow through for you!
Rachael recently posted…Peanut Butter Chocolate Chip Banana Bread Muffins
that’s so frustrating! I hope you manage to find one. I’m sure you’ve checked, but I’ve found ebay and amazon to be great sources for stuff I can’t find anywhere else. just a thought 🙂
angele @shoeboxbegone recently posted…Type-A Parent Conference – Atlanta 2014 #typeacon
That is AWFUL, one thing I CANNOT stand is bad customer service.
Ugh that is so frustrating! Definitely try another site 🙁