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??

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