Solo wrote:But the item he paid for probably did arrive in pristine condition. He never bothered to actually open it to confirm. After Lego received the original item and sent a replacement only to get the same complaint again I can understand why they are unwilling to go for round 3. The fact is packaging is designed to protect products from damage by absorbing the damage itself. Expecting a flawless box is an assumption on the buyers end and is not guaranteed or even implied by Lego in any way on their website as far as I've seen. Now, if you were to order it elsewhere and pay a premium for a collectors grade box (I know BBTS has something like that, not sure if it applies to Lego sets though) and it arrived in that condition, then I would consider this is a valid complaint. But Shop at Home clearly does not cater to box collectors.
That said, though, when they decided they WOULD cater to a box collector in this instance, by replacing the item the first time solely
because the box was crushed, it seems only reasonable to expect that they would actually make SOME effort to fix the problem prompting the exchange. It seems odd to me that, instead, they apparently did nothing to ensure that the same problem would not occur.
Even though I would agree that, to me (and apparently many others), this seems like a non-issue, at the point at which LEGO agreed that it WAS enough of an issue to warrant a replacement, common sense customer service suggests addressing the issue that caused the complaint in the first place. Otherwise, they should have just refused the first exchange, and explained at that point that a pristine box is not guaranteed.
By agreeing to an exchange based solely on the condition of the box, they kind of create a reasonable expectation on the part of the customer that he SHOULD get a box in good condition. Otherwise why exchange it at all? From a customer service perspective it seems obvious that you are better off refusing an exchange than granting it knowing full well that the problem is likely to recur without special steps being taken, not taking those steps, then refusing the inevitable second