Gives Customer "A New Hope"

ShopLego is super nice about sending you out new Legos for free when your mail truck plunges into a gorge, writes Anne:

We’ve had a Star Wars Lego Clone Trooper Battle Pack on backorder since April. When it was going to take longer than expected for the package to be sent out, Lego sent us a apologetic letter giving us the new shipping date. We thought that was nice. The new shipping date came and went, and we’ve been wondering what had happened. A 9 year old boy was getting pretty anxious about it.

Yesterday we received a delivery notice from Canada Post telling us our package was waiting for us at the post office. We called this morning, and the employee warned us that the truck delivering the package had been in a serious accident en-route, had rolled over, and many of the packages had been damaged. Unfortunately ours was one of the worst she’d seen… but that we should come down and see for ourselves…

We picked it up and it looked pretty bad. The package was almost completely destroyed. The box was badly squashed, and full of pieces of dirt & gravel. (see photos attached) Canada Post included a letter of apology.

We were optimistic that it might still be ok, since Lego is already in a bunch of little pieces anyway, but unfortunately there were some broken plastic pieces, including a Stormtrooper who was now an amputee.

We just called the toll free number and a nice woman named Caitlin answered. We explained that our parcel had been damaged in transit. We offered to send photos but she said not to worry, she’d ship us out a replacement, just like that. Yay, Lego!

Here’s a link to an article about the accident that claimed our parcel; unfortunately there were some injuries.

Kudos to ShopLego for coming through (not a bad showing by Canada Post either). But the real hero is Anne, If she hadn’t picked up that phone and asked for what she wanted, she might’ve been left with some smooshed Clone Troopers. A little proactiveness goes a long way. — BEN POPKEN


Edit Your Comment

  1. Ray Wert Jr says:

    Kudos to Lego, but what about the mail carrier? What did they say? Aren’t they insured?

  2. Falconfire says:

    Holy shit, read the article…. they guys who went into the gorge LIVED.

  3. Charybdis says:

    The mail carrier might be insured, but I assume that if you don’t buy insurance on your package, you’re not. So she was lucky Lego was nice enough to ship her a new one gratis. Great work by Lego.

  4. Rider says:

    I would like to point out that I Order from LEGO all the time. This Christmas they had huge back orders. Some of the dates the gave me were like 6 months away. However they made good on every order within one month.

  5. cde says:

    Screw this idea of buying insurance on mailed items. I payed you to deliever a working/good condition item, and if it arrives damaged, you failed to complete your side of the agreement. Insurance should be folded into the s&h charge.

  6. lisa pizza says:

    For the record, Lego orders were so delayed around Christmas because one of their factories went on strike. Last I heard, they’re actually switching factories so it can still be kind of difficult to get what you’re looking for, but shipments are starting to come in again. (I’m not some random Lego enthusiast- I work at a toy store.) I’m glad to hear that their customer service is helpful though.

  7. jeffj-nj says:

    I think it’s cool that the package got delivered anyway…

    “Here, we know it’s trashed, but still, it’s yours, so if you want it, take it.”

  8. strathmeyer says:

    Sorry, Ray Wert Jr, but the postal system is just like the airline system. You pay money for a service, they try their best to give you that service, but if for some reason they can’t do it, you’re screwed.

  9. Bay State Darren says:

    The Force was not with this shipment. Did somebody get a lucky shot off into the postal truck’s two-metre-wide thermal exhaust vent?

  10. Pixel says:

    @cde: Actually if you read the agreements with most package/mail carriers, all they promise is to *try* and deliver your package. They make no promises that it will succeed, nor the condition it’ll be in when it gets there.

    Lego has a long history to good customer service with regards to damaged kits. While very rare, if you buy a kit (from anywhere) and it has missing or damaged pieces they’ll send you free replacements.

  11. The_Shadow says:

    Defintely an above & beyond on behalf of LEGO – big round of applause for them.

  12. tvh2k says:

    I have to say, Kudos goes out to all parties involved. To Canada Post for recovering mail 100 meters down in a gorge! (We all know USPS would _never_ do this!) To Legos for shipping out new parts without question or fuss (they can afford too with such high prices!). And finally to reader Anne for having the initiative to call up Legos when her package came damaged. Looks like everyone’s happy :-D

  13. cde says:

    @Improbcat: The agreement is between the buyer and the seller, not the buyer and the post. The seller then hires the post to deliver the item. As far as I am concerned, if the item arrives damaged, the seller failed in completing the agreement. The buyer has nothing to do with the post.

  14. M3wThr33 says:

    LEGO is always in upper-case.
    LEGO is never plural.
    ‘LEGO bricks’ or ‘LEGO toys’ are the terms they like you to use.

  15. Charybdis says:

    I’ve received an empty envelope from USPS before, stamped ‘Found in machine during maintenance’. The item in question (a moose) only cost $2 shipped so it was no great loss – I simply ordered another. I didn’t even contact the shipper since it wasn’t their fault. Still, it was rather interesting that they bothered to deliver the empty envelope, but I guess that’s so I didn’t sit at home wondering where in hell my order was.