When I was a kid, LEGOs were just a bunch of squares of differing shapes and if anyone on your street could build anything better than a house they were looked upon with something akin to hero worship. The thing they were best for was hearing your parents drop an f bomb in the middle of the night when they stepped on one of the tiny pieces you forgot to pick up. The fact that they could remain hidden for years and provide an unexpected moment of joy at some time in the future was also brilliant. Anyway, now LEGOs are filled with instructions and come in different shapes that can be used to actually create something. A 7 year old boy in England lost one of his toys that he bought at Christmas and wrote a letter to LEGO hoping for a replacement. Great customer service.
I will buy my child so many legos. This is amazing.
ReplyDeleteI hate to sound like a crabby bitch, but if u lose your toys tough shit. learn from it and be more careful next time. I think a tough life lesson would have been more valuable for this boy.
ReplyDeleteYou do. I'd be pretty happy with my kid taking the initiative to write a letter to a company, and learning how to get free stuff from major corporations is a much better lesson than "you lost your toy, tough shit".
DeleteI grew up with the boring box and rectangular LEGOs and I've seen the new ones too. I don't know, but something about having instructions and "every piece has it's own place" bothers me.
ReplyDeleteWhere's the creativity in following directions?
Perhaps I'm wrong about the new LEGO's, but great customer service response nonetheless!
Exactly!!! The old Lego was more fun, more creative. U stack them, unstuck, build, rebuild and lo-behold u have ur own amazing creation in place!
DeleteThere's no fun in instructions.
OMG. My eight year old son got a Ninjago set for Christmas, and he is OBSESSED with legos too (He has a million that I routinely step on!) If he got this letter he would DIE of happiness. How sweet!
ReplyDeleteSo sweet!
ReplyDeleteThere is hope for the human race. Kudos to this person for their heart felt gift.
ReplyDelete@Audrey
ReplyDeleteAfter my son follows the directions and gets them put together, he plays with it for a few days and then ends up changing it all around. It's all good!
This is so adorable I could cry.
ReplyDeleteAll three of my boys were huge Lego lovers. They followed the directions, took it apart after a week, and built something else. All three are now engineers of one sort or another.
ReplyDelete@Audrey - with you on the creativity aspect. I loved the big boxes of rectangular Legos, so many things could be imagined and built. Unfortunately for me, Legos had not been invented when I was a kid, so I had to play with my kids' Legos, and I did, no matter how much they whined and begged me to let them have their toys back. We had a set that had a motor with it, and built some fantastic working windmills and cars.
ReplyDeleteWTH is wrong with me?!?! I'm CRYING over this. Totally made my day. My son will be 7 tomorrow and only wants Legos! So glad I read this.
ReplyDeleteThis is great. It's nice to know that a company this big can take an interest in one little customer.
ReplyDeleteI never regret the thousands (3 boys) I've spent, and continue to spend on Lego. It's the toy that never disappoints.
Yes, there's nothing quite like Lego foot in the middle of the night!
Just this year I finally got a replacement for a Lego racing helmet that the dog had eaten a few years ago. There are some pieces that come to mean a lot to the boys.
You can buy Lego character sets for many of the movie and TV franchises.
The website is wonderful. You can buy huge sets or even one brick!
I just envisioned that letter as a scene cut from a 3 Ninjas movie.
ReplyDeleteWhat an awesome letter.
My boys know a kid named Luka that LOVES legos and is 7 years old. He always brings the little guys with him to school, because my boys are always asking if they can too because Luka does it. Wonder if this is the same kid. LOL...probably not...but what a coincidence! Super cute story.
ReplyDeleteHilarious coincidence either way
DeleteSo let me understand this. Father tells child what to do. Child disobeys and exactly what parent predicted happened. Instead of telling child to suck it up and teach him a lesson, the parent suggests the child beg a corporation to replace toys the irresponsible and defiant child lost. Everyone thinks this is good parenting and the corporation is awesome for supporting it.
ReplyDeleteThat poor child. I feel sorry for him when he grows up and finds out about the real world. Some people have no business having children.
Come on, this is a little kid. He has plenty of time to find out about the real world. Let him be a kid. Lighten up.
DeleteAgreed M52799, geez....
DeleteOMG! Lighten up X 2. Glad u aren't his parents.
DeleteI agree with Person. The kid would be better served going through the pain of losing that toy and then working and saving his money to buy replacement for it. I think it has greater impact and he'll be more careful with his toys next time. I also think the company should've turned him down. I think it is actually bad PR for LEGO. Now everyone will want replacements for toys they lost or just free toys. I think they should give toys away for charitable purposes but not for irresponsible kids.
DeleteOh, so sweet...
ReplyDeleteThis comment has been removed by the author.
ReplyDeleteAw come on, when my kid was younger all his friends carried their favorite Lego figures around even tho every parent warned them not too. I absolutely do not see this as bad parenting to tell the kid to write the letter, but a great lesson.
ReplyDeleteAs for the instructions, they are great! I think they teach the kids a lot, and every kid I know would then take it apart and dump the pieces in the big Lego bin that included previous kits and build their own thing.
This comment has been removed by the author.
ReplyDeleteIt's remarkable what great customer service will do for your business. For the company, it's a small price to pay to ensure you'll have a customer for life. That's a kind gesture that that kid will remember for life. Kids who grow up with Lego, buy their own kids Lego.
ReplyDeleteIt makes me think of the time my kids got a great jigsaw puzzle for Easter. Right out of the box, my Pug ate a piece. I emailed the company, mentioning what happened and played up how much we enjoyed their puzzles, not really expecting to hear back from them. To my surprise, a service rep emailed me back and asked that I cut the upc code off the box and mail it to them, and they would send me a replacement puzzle. To her word, three weeks later a package arrived with the new puzzle. To this day, they are my 'go to' puzzle over all others in a store shelf. They've earned hundreds of dollars of my business from that amazing customer service.
Great customer goes along way!!
ReplyDeleteMy boys love their legos and they are now 22 and 14, my oldest is a Physics major and my youngest wants to be a veterinarian. I only think building the legos shapes etc., helped them learn to think beyond the instructions (after they built what is what supposed to be). They have thousands of little tiny legos and still "play" with them.
One time (and it only took once lol), they left their legos on the carpet and they did not pick them up (after a few warnings), so I vacuumed up a few pieces and they make this god awful very loud noise clicking tumbling noise....so I said, "Awww that must have been your favorite lego", now it is a family saying. Lol !
Yeah sure he disobeyed his father but he accepted the responsibility of his action and owned up to it. Kids make mistakes and to slap this one for this tiny one would only teach him to lie about the loss (my dog ate it, it was not in the box, etc.). And his letter was eloquently written.
ReplyDeleteNope, not given the kid or the parent shit for this but giving Lego's two thumbs up for their generosity. And they spent what? $5 dollars and some time to reply but what do they get in return? A helluva lot of new and continuuing customers. And imagine what they would have gotten if they hadn't? Much scathing criticism and lost business...Well thought out and played.
There was no harm in asking, LEGO could have said 'no' but instead, they created a brand-loyal family for another generation. Kudos to a smart business. LEGO didn't get as big as they are by being dumb -- they're not there to make a 'teaching moment' they're there to make zillions of dollars and this is how you do it.
ReplyDelete"My name is Luka??..." Does he live on the second floor?
ReplyDeleteEnty, I love you, but I hate it when you print these things that I can't see.
I live upstairs from you. Yeas, I think you've seen me before
DeleteTechnically, Lego DID say "no" ("Normally, we would ask that you pay for a new one...My bosses told me I could not send you out one for free...") but it looks like Richard went over their heads directly to Sensei Wu, creating a pleasant memory for this kid and a magical moment for him, I'm sure ("Sensei Wu? Wow!") which he'll remember when HIS kids are playing with Legos one day.
ReplyDeleteok, I love Lego Company now. I've stepped on MANY lego's at night and yes the F-bomb was yelled, lol. I'm going to a birthday party Sunday for a 1 year old girl and now guess what she is getting as a gift? LEGOS!!! :)
ReplyDeleteThey have duplo packages for ages 2 - 5 but I don't know about 1. I bet you can find something. I do think they have really big ones so the little ones don't choke. My 8 year old loves the lego friends.
DeleteI, too, have spent thousands of dollars over the years, and regret not a penny. My boys are entering their teenage years and refuse to let me pass the legos on - every once in a while, they'll pull the bin out and make some insanely awesome creation (like Serenity ship).
ReplyDeleteLay off the kid - he's seven years old and no doubt learned his lesson. The c/s rep is awesome - he put the responsibility back on the kid and then made him promise to keep his word. Kudos, Richard!
i almost cried cause that's so nice
ReplyDelete@Person
ReplyDeleteI think the larger lessons learned here are forgiveness, compassion and generosity.
Believe me, kids get plenty of shit lessons just existing.
@tuxedo cat, ITA. The positive parts of this so outweigh anything else. And I cannot endorse Legos enough for all kids. Parents, take lots of pictures of your kids creations, my 21 year old son gets such a kick out of seeing his old creations.
DeleteAgreed. As a kid I had plenty of people being tough on me and giving me a hard time. A few moments of kindness go a long way, and being wonderful lessons of their own.
DeleteIt seems to me like dad didn't want to be the bad guy and said ' you want a new one, you write the letter'. I think the dad should have explained to him that it was a consequence of not listening, but LEGO's response is fantastic.
ReplyDeleteamazing customer service!
ReplyDeleteWhat's up with the killjoys around here?
ReplyDeleteThis comment has been removed by the author.
ReplyDeleteLOL WednesdayFriday: That avi is awesome.
ReplyDeleteThis is so fantastic! I recently saw a short about the history of and they are really dedicated to building imagination, and I bet thia kid's is running wild. There is just no replacement for a company that cares.
ReplyDeleteAnd this is a great lesson for the kid - it never hurts to ask.
@ maggs - I was going to post the same thing! My little brother was obsessed with Legos and they were all over the house. At night I would get up to use the bathroom and would step on one barefoot and OMFG!!! There is NOTHING more painful than stepping on a Lego with your barefoot! And it being the middle of the night I couldn't yell, lol.
ReplyDeleteI'll have to forward this story to my bro.
This comment has been removed by the author.
ReplyDeleteBetween this letter and this video...LEGO FOR ALL THE WINS!
ReplyDeletehttps://www.youtube.com/watch?v=4xGU-5KVS_g
I occasionally do Lego sets, and one time, one of the kits from the Creator series was missing a piece. I emailed them about getting a replacement piece, and they sent me a letter kinda like this one. About a week later, the pieces arrived, no questions asked. Great company.
ReplyDeleteAw, wonderful story. Hardly hear about great customer service anymore. This makes me want to visit Legoland even sooner than planned!
ReplyDeleteAw, wonderful story. Hardly hear about great customer service anymore. This makes me want to visit Legoland even sooner than planned!
ReplyDeleteLEGO is a fantastic company. I had a phone call with them last year asking about a set. I mentioned how much my son loved Legos - I think I was buying something for his birthday - they sent him a courtesy set for his birthday. It was very touching.
ReplyDeleteI hope Richard doesn't get flack from doing this.
ReplyDeleteGIVE RICHARD A RAISE!!!!
ReplyDeleteRICHARD. FOR PRESIDENT!
ReplyDeleteI totally agree that Dad has some balls thinking the company should send his kid free toys when the kid lost them, thats awfully entitled.
ReplyDeleteHowever, the kid only did what his Dad said (that time) and I LOVE Richard at Lego for his adorable, gracious and solemn-sounding advice. I like how he told him to remember he promised to always leave them at home. How cute he went above his boss' head, haha! And he gave him a super special toy too and a bad guy to fight, so freaking funny!
Anyway thats quite something Dad expecting that and most likely found the email address to Lego and went pretty far in this plan, but at least the kid has a great sunshiney story from his childhood now, a big treasure. Every kid deserves a great story like this.
Btw, I totally want to work at Lego's CS now! I used to train people in cs for four years at a huge store in LA. We were so dedicated. You just don't see good cs anymore. I bet Lego is a fun job and Id love to get to write these great letters to kids and make their day with surprises. It would more than make up for all the downsides that also goes into cs'ing
ReplyDeleteThis is really really precious.
ReplyDeleteyou'll have to excuse me, i have something in my eye
ReplyDeleteRichard was well trained and the response indicates that the EM and physical address were researched to rule out that this request was a one time thing. Great PR !
ReplyDeletemeant..to verify (not "to rule out")
DeleteAs grandma of 5, 4 girls and a boy, i have a very popular series of stories about the little lego boy who was lost and the adventures he has. He has been lost in a circus, in a birds nest, underwater and hitched a ride on a truck. I made these up stemming from my advice to leave the little lego boy home, lol. And when the children lose a figure of any sort, i tell them they have set it free to have all new adventures. Takes the sting out. What happened to this little boy is exactly what should happen when you are little;a little magic and then everythings okay. He'll learn tough lessons later. And as for working at lego, its one(!) factory in germany that makes all these things. Every single lego fits with every single other one. I saw a special on tv, it was very interesting.
ReplyDeleteI loved this! Someone in customer service is an angel in disguise!
ReplyDeleteThat letter and the response are so cute, I can barely stand it!
ReplyDeleteLego is, IMO, a great company. They've even sat down with women's groups who've rightfully complained their sets aimed at girls are too limited. They seem to genuinely care what people have to say.
I always thought Legos were asexual?
ReplyDeleteITA auntliddy. Yes, one should suck it up sometimes, but those occasional times in childhood where one screws up and is forgiven, and things made right again, you remember forever and hopefully it teaches you to be forgiving of other's mistakes.
ReplyDeletePlug for the girls - my girls and I are crazy about Lego, too. PS Lego - not the pink stuff, although I know some girls like it. I love Technic, although I think they are pricing it astronomically these days.
Awwwwwwww. I miss my three LEGOsets :( .
ReplyDeletethis almost almost made me cry. it's amazing a person would take the time to answer a kid this way.
ReplyDeletecostumer services around the world should take notes.
@Person. ITA; please don't have kids.
ReplyDeleteBeing in a CS-kind of job myself I hope I would have done the same as Richard, but I KNOW I would never have thought to be so creative in my response-that is pure HEART!
ITA@MissPoppy and Spring.
I most love that he reinforced the dad's actions. Being a new parent to an adopted child I have learnt that, barring abuse, it is amazingly benefical to reinforce a parents parenting to a child, even if it's not how you would parent. And I mean benefical for the child.
If Richard was a facebook page, I would totally like and share :)