⚠️ BUYER BEWARE — EXTREMELY DISAPPOINTING EXPERIENCE AT LEGO SANDTON ⚠️

⚠️ BUYER BEWARE — EXTREMELY DISAPPOINTING EXPERIENCE AT LEGO SANDTON ⚠️

We recently visited the LEGO Sandton Branch and purchased three LEGO sets for our children. One of the boxes we purchased turned out to be completely incorrect and incomplete — it contained LEGO intended for a different set, and Packet 1 was missing altogether.

Naturally, we returned to the store expecting this to be resolved quickly and professionally.

Instead, we were essentially told “not our problem.”

Despite the fact that WE PURCHASED THE PRODUCT FROM THEIR STORE, they refused to provide an exchange or refund and told me that I must contact LEGO South Africa myself and try to get the missing packet.

Why is this the customer’s responsibility?

I did not purchase the product directly from LEGO South Africa. I purchased it from the LEGO Sandton Branch. The product I was sold was not what I paid for — it was incorrect and incomplete.

Had I purchased an item from almost any other reputable retailer and discovered that the contents did not match the product packaging, I would expect the retailer to take responsibility and resolve the issue. Instead, I was made to spend my own time contacting another company to fix a problem with a product their store sold me.

What makes this even more frustrating is that there was no willingness to take ownership of the situation. I was simply refused an exchange/refund and sent off to sort it out myself.

As a parent who has spent a considerable amount of money on LEGO for my children, this is incredibly disappointing. You expect a premium, well-known brand and its retail stores to stand behind the products they sell.

PLEASE CHECK YOUR LEGO BOXES BEFORE PURCHASING THEM.

Apparently, once you have purchased the box, if the contents are wrong or parts are missing, you may be expected to resolve the problem yourself.

This isn’t about getting a missing packet.

It’s about accountability and customer service.

If LEGO Sandton sells a customer a product that is defective, incomplete or contains the wrong contents, I believe the store should be taking responsibility for resolving the problem — not putting the inconvenience and responsibility onto the customer.

I would like LEGO Sandton to explain why an incorrect and incomplete product sold by their store does not qualify for an exchange or refund, and why I was expected to contact LEGO SA myself rather than having the store resolve the matter.

Extremely disappointing customer service.