I just sent the following to Lego customer service:
My kids and I are huge fans of your product. I’ve shopped extensively at your online store for several years now as there’s no Lego store in our area, and I’ve always found your customer service to be the most helpful and nice I’ve ever encountered.
I’m not one to write letters like this, as I used to work in customer service myself and saw my fair share of over-the-top “how can you sleep at night” letters about minor missives. However, my extreme disappointment over a recent promotion on your website has led me to get in contact.
You’ve created a lot of ill will toward your operation in our house – and from what I’m reading online with a lot of fans around the country – with what we’ve come to call “The Christmas Eve Massacre” on your website. I’ve got your site bookmarked at my work, I check the sale page several times a day, I suffered through with the 27 items you had stuck on your page this summer for many months, etc.
I was absolutely floored when I opened the page last night to find the remnants of a sale than many of your fans truly believe never existed – and if it did exist it was executed in a way that, well, just leaves a bad taste in my mouth. If the items on your site truly existed at the sale price, then to dump 200 of them on your website on a night when most people are centered on their families is a disservice to the bread-and-butter fans who (used) to frequent and buy from your operation.
Sure, I should have bought the Taj Mahal earlier. I’m mad that I didn’t, and whenever I see that price on your site and it listed as sold out I get a little kick in my gut. But when I call 15 of your brand stores this morning and they tell me they haven’t seen them in months, then I start to doubt the validity of your sale.
Several months ago, I heard rumblings that a large big-box retailer was selling a piece that had been retired a year ago. I called your customer service to see if they knew if it was being reintroduced, and they said 10 of the pieces had just been uncovered in your warehouse and I could order one if I wanted. I felt like I’d won Powerball. I know these things can happen where you have a few available and they just turn up.
But – so many, at such a low price, with no heads-up, and on Christmas Eve? I’m having a hard time putting my finger on it, but it’s just disappointing. I saw a post on one fan website concerning this where someone said, “This is just painful to scroll through”. I agree, and there are many other core fans of your product out there who feel the same way.
So best of luck to you, Lego. Call it sour grapes if you will. In my view the proverbial shark has been jumped, and we’ll be leaving for awhile. Other retailers who don’t drop big sales with no notice on Christmas Eve – and then rub our collective noses in it by leaving sold out items on their page for who knows how long – will be where I’ll shop.