My Girlfriend and Me are very unsatisfied with TLC at the Moment. We already contacted TLC directly often enough so i decided to discuss it here.
It start in january, when my girlfriend ordered 10228 Haunted House at the S@H on my behalf, because she already had collected some vip-points. After some weeks we did not get a set, so my GF called the customer service and the agent told that the set wasn't availible back then (and we are both sure it said availible on Legos homepage) and we have to wait a week or so. After another week or so, my GF had to call the customer service again and this time the agent told that the VIP-points could not be billed properly. So my GF chanceled the purchase in order to order it some time later and use her vip-points. Btw: the customer service agent told us that we are getting something small as a compensation the first time.
After Valentines day i decided to get 10937 Arkham Asylum instead and so we ordered this set and some minifigs and small sets too. After a week we got the minifigs and the small set and the money had been debited too, but there was no 10937 Arkham Asylum. Btw. the vip point had not been billed again (no idea if this was ours or TLCs fault so lets forget about the vip points). After some weeks we called the customer service hotline again and we have been told that the set is not availible again. During the following 3 or 4 weeks the shipping status changed from waiting, not availible and shipped severel times (according to my girlfriend) We also called the hotline several times again, and there have been several connection aborts (we think the customer service agent might have hanged up during the wait loop on purpose)
Finally we were told (a month after we purchased the sets at S@H) by a customer service agent that the set had already been shipped but had been lost in the shipping process. We were told that we are getting our money back and shall order the set another time as soon as we have the money back. (yeah, and not getting an purchased set another time. EAT MY SHORTS!!! i'm going to a lego store if we are buying the set at all).
In the week before easter we had not got our money back so we called the the hotline again and were told that the instruction to transfer the money back had been sent to the accounting just that day (march 28th or so 2013). Now we are still waiting to get our money back (my girlfriend checked last time april 19th and there has been no in-payment)
I thinks that is enough. If the set really got lost during the shipping process it is not TLC's fault, but i am very unpleased TLCs way to deal with this issue. We would not be angry if Lego told us, that the package got lost earlier or at least would have checked this earlier. Also i think we can expect to get money back sooner than 3 weeks, if we did not get, what we paid for.
To be fair i still want to have 10937 Arkham Asylum (but that might change soon-depends on TLC reaction) but befor we go to our local Lego store in cologne and buy it there, or buy lego products in general, we want our money back and an official response from TLC.
As you might guess we already contacted TLC directly already (often enough here). Now what do you think? Am I overreacting? Did you have similar experience? What would you do in our place? Feel free to comment.
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