LEGO Bans - Open Discussion

[TheBrickClique]

As for operating with a single account to stay within the vendor’s technically-enforced limits, I believe this is the current state of things.
 

Cliff notes: you’ll be fine as long as you don’t go on a spending spree at Target.com, and try not to bring attention to your buying patterns by dealing with online customer service for small gripes that can be dealt with in store instead.

Target - the easiest place to get banned based simply on purchase volume online and the most aggressive against resellers in store — employees trained to identify resellers loading up carts for example.  Can still use red card in store after online ban, but using with a new email account will result in repeat ban — start receiving auto cancellations and email about possible issues including payment purchase method.  Some people have bans lifted after a period in timeout. Others indefinitely. The amount of purchases that may identify you as a reseller and get a ban? One data point: I have been unable to purchase online going on 18 months now after two months of $5k purchases on the red card. Same red card still works fine in store.
 

LEGO shop at home — with the purchase limits mechanics implemented a few years ago, it is much more difficult to get the SAH ban hammer. If you exceed a limit on any item based on past purchases of the same item, they will cancel your entire order. Be warned that if they cancel an order with a VIP Rewards purchase, the reward is not automatically credited back to your account. Also, if they cancel an item due to inventory issues, the system still tracks it as qty purchased. Qty purchased in brick and mortar stores that are purchased with VIP accounts are not counted towards SAH limits and and limits in store are done at the individual store’s discretion. If you do have to call customer service to resolve an issue, they do have easy visibility to all of your previous orders and will make comments about you “really liking LEGOs”.  No indication that that is how the ban process starts, but unless you really have an issue that needs CS, might be best to just let the small things go. 
 

Amazon — shop away. Their limits are tracked to the second on a 168-hour FIFO.  Limits apply and are tracked in that window only to items sold and shipped by Amazon.com. Buy as many third party items as you wish. Anecdotal stories of bans for excessive returns, but no clear information on the metrics used. Generally, probably best to save the returns for the really bad boxes.  Creating multiple accounts will get noticed and is the quickest way to get the warning shot emails. 
 

Barnes and Noble — similar to LEGO, has a five qty per item lifetime limit online. Exceed that amount and just that item will be cancelled from the order. No reports of bans. In store purchases do not appear to be tied to online memberships as far as adding to your 5-count quantity.  
 

Walmart — most LEGO are limited to two per order, but they won’t say how often that limit is reset.  Doing a couple of multiple limit orders in the same day has worked.  Doing dozens has resulted in order cancellations of those specific items but no bans that I am aware of. Generally, I have found one limit order per day has never resulted in a cancellation. 
 

ShopDisney — some items have limits but they are selectively enforced. If you put in multiple limit orders at the same time, they might cancel those items. If you space them out, they will be fine. I ordered a dozen castles (limit one per customer) last year and they all went through. Sometimes two in two consecutive days. 
 

Costco — has item limits on some items, but I haven’t seen any on LEGOs. Even with items with limits, possible to space them out without issue.  In store limits are usually “per day”. 
 

Best Buy — unsure on LEGO as I’ve never pushed the limits on them. In the past, I would make 50 purchases at a time of 2-dollar items that had limits and they would all go through.  I have tried to make multiple purchases of Xbox consoles and those were cancelled.  So YMMV. But no reports of bans.

Anyways, those are my observations.

[Rlandrem]

I got the reseller email and was able to get the ban lifted. I actually haven't sold any Legos online and apologized for the large order. I tried to get 5 pc and 5 ps which I guess raised the red flag. I am a Lego hoarder and not reseller, but tlg lifted the ban. I do plan on unloading sets later so it was only a white lie???!!!?? If you do get banned, just be polite with the Lego rep and it may work out. I am really happy I didn't get banned bc my kids love going to Lego events and I don't want to be on a blacklist.

[comicblast]

I got the reseller email and was able to get the ban lifted. I actually haven't sold any Legos online and apologized for the large order. I tried to get 5 pc and 5 ps which I guess raised the red flag. I am a Lego hoarder and not reseller, but tlg lifted the ban. I do plan on unloading sets later so it was only a white lie???!!!?? If you do get banned, just be polite with the Lego rep and it may work out. I am really happy I didn't get banned bc my kids love going to Lego events and I don't want to be on a blacklist.

If you don't mind sharing, what did you tell LEGO in your email/conversation with a CS rep?

[Rlandrem]

I told the Lego rep that I have twin boys and that is why I buy multiples of sets and that I was buying a bunch of sets due to double vip. I asked them to remove the orders for quantity five and that I will not order that many large quantities again. The rep said that I can order five if I want but I told him that I don't want to raise any red flags again so I will only buy one or two of each set every few weeks or months. I was ready to sing the everything is awesome song if that would've helped lift the ban

[isocleas]

I told the Lego rep that I have twin boys and that is why I buy multiples of sets and that I was buying a bunch of sets due to double vip. I asked them to remove the orders for quantity five and that I will not order that many large quantities again. The rep said that I can order five if I want but I told him that I don't want to raise any red flags again so I will only buy one or two of each set every few weeks or months. I was ready to sing the everything is awesome song if that would've helped lift the ban

 

Lol, If I was a lego rep I think endless fun could be had messing with resellers. I would sing that song like i was on America's Got Talent if it got me out of a ban. 

[shirow]

I bought a Red 5 in the store in about a month ago, and ordered another one from LEGO Shop at Home with double VIP that shipped a few days ago. Do you all think it would be safe to order one more next week before 2x VIP ends (limit is 2)? Thanks in advance for the advice.

Edited March 23, 2015 by shirow

[Yinchuan]

I bought a Red 5 in the store in about a month ago, and ordered another one from LEGO Shop at Home with double VIP that shipped a few days ago. Do you all think it would be safe to order one more next week before 2x VIP ends (limit is 2)? Thanks in advance for the advice.

Gotta have a squadron, right?

[shirow]

Gotta have a squadron, right?

 

 

Haha exactly!

[exciter1]

I bought a Red 5 in the store in about a month ago, and ordered another one from LEGO Shop at Home with double VIP that shipped a few days ago. Do you all think it would be safe to order one more next week before 2x VIP ends (limit is 2)? Thanks in advance for the advice.

 

Yes, and you if you want to be extra safe, place an order for some other stuff before you order another Red 5.

[Yinchuan]

Haha exactly!

It's kind of like needing to recreate LOTR The THREE Towers :)

[No More Monkeys]

Anyone tried gift card based experiments? I.e. buy a bunch of gift cards on your main account, and then use them via guest checkouts? You are forfeiting VIP points of course, but as a theoretical exercise, is this something that would work? 

[biking_tiger]

Yes, and you if you want to be extra safe, place an order for some other stuff before you order another Red 5.

 

Excellent advice. Zig when they expect you to zag. I usually order no more than one exclusive at a time and never the same exclusive back to back. It doesn't hurt that my VIP account is five or six years old, either. They seem to scrutinize newer accounts, so if you're pretty new, try to fly very low.

[exciter1]

Anyone tried gift card based experiments? I.e. buy a bunch of gift cards on your main account, and then use them via guest checkouts? You are forfeiting VIP points of course, but as a theoretical exercise, is this something that would work? 

 

Who's address are you using, Grandma Stella's?

[beartrapper]

I was under the impression that bans also applied to shipping addresses. So unless you're sending them elsewhere there would be no point. If you are sending them to your mothers house or something have her establish a VIP account and complete the orders. I do that with my co workers and they keep the promos that ship separately for their troubles.

[No More Monkeys]

Who's address are you using, Grandma Stella's?

Given how their website works (not!), something tells me they use lazy road and enforce limit on "per-account" basis (because it is easier to do in database). Of course, once shipping address is banned, then using guest checkout  with that address not going to work. 

[snt0925]

Hi All,

I recently received a mail from Lego.com, which quoted as below, i don't know what to do. Does it mean i am being banned? Is it possible to create a new account to order? Or all  order ordered from my address, my credit card will also be cancelled no matter which account? Doesn't anyone had this exp. before? I really need some advise from you. Thank you, thank you so much in advance.

Quote start:
Thanks for your interest in LEGO® toys.

LEGO.com/service, LEGO.com/shop and the LEGO Stores are dedicated direct-to-consumer sales channels. In order to provide the highest possible level of service to our consumers, we have instituted a policy of not selling or shipping products or individual bricks and pieces to retailers or business owners/companies via these channels.

Due to our policies, your recent order couldn’t be processed and has been cancelled. Any future orders will also be cancelled.

Please get in touch with us if you have any questions or concerns.
Quote end

[Majkl]

I received same e-mail after I ordered several sets that was on sale last week. I spoke to customer service (Czech Republic). First they said that it is probably mistake because of their new computer system. They promise me to check what is wrong. I called them again after weekend and they said that unfortunately my account is banned and I can't order from LEGO Shop at Home anymore and I should contact they wholesaler for next purchases.

[Quacs]

Hi All,

I recently received a mail from Lego.com, which quoted as below, i don't know what to do. Does it mean i am being banned? Is it possible to create a new account to order? Or all  order ordered from my address, my credit card will also be cancelled no matter which account? Doesn't anyone had this exp. before? I really need some advise from you. Thank you, thank you so much in advance.

Quote start:
Thanks for your interest in LEGO® toys.

LEGO.com/service, LEGO.com/shop and the LEGO Stores are dedicated direct-to-consumer sales channels. In order to provide the highest possible level of service to our consumers, we have instituted a policy of not selling or shipping products or individual bricks and pieces to retailers or business owners/companies via these channels.

Due to our policies, your recent order couldn’t be processed and has been cancelled. Any future orders will also be cancelled.

Please get in touch with us if you have any questions or concerns.
Quote end

That is the official ban e-mail.  You can try to create a new account, but attempts by other banned folks have resulted in bans for the new accounts.

There's not much you can do other than purchase your Lego from other retailers.

 

[Ed Mack]

I'm curious, what were you buying and do you have an eBay or Bricklink account?

[jay4e]

Hi All,

I recently received a mail from Lego.com, which quoted as below, i don't know what to do. Does it mean i am being banned? Is it possible to create a new account to order? Or all  order ordered from my address, my credit card will also be cancelled no matter which account? Doesn't anyone had this exp. before? I really need some advise from you. Thank you, thank you so much in advance.

Quote start:
Thanks for your interest in LEGO® toys.

LEGO.com/service, LEGO.com/shop and the LEGO Stores are dedicated direct-to-consumer sales channels. In order to provide the highest possible level of service to our consumers, we have instituted a policy of not selling or shipping products or individual bricks and pieces to retailers or business owners/companies via these channels.

Due to our policies, your recent order couldn’t be processed and has been cancelled. Any future orders will also be cancelled.

Please get in touch with us if you have any questions or concerns.
Quote end

 

I received same e-mail after I ordered several sets that was on sale last week. I spoke to customer service (Czech Republic). First they said that it is probably mistake because of their new computer system. They promise me to check what is wrong. I called them again after weekend and they said that unfortunately my account is banned and I can't order from LEGO Shop at Home anymore and I should contact they wholesaler for next purchases.

what were you ordering and how many?

[exciter1]

I received same e-mail after I ordered several sets that was on sale last week. I spoke to customer service (Czech Republic). First they said that it is probably mistake because of their new computer system. They promise me to check what is wrong. I called them again after weekend and they said that unfortunately my account is banned and I can't order from LEGO Shop at Home anymore and I should contact they wholesaler for next purchases.

^^Is this the first confirmed ban in Europe?

[Jules_K]

^^Is this the first confirmed ban in Europe?

I'm wondering the same thing. :-/

[Majkl]

I was ordering Mixels (about 4 of every type that were available), 2 Exo-suits and 20 Card Holders. Strange is that I received 2 Exo-suits, 2 Flamzers. 2 Nurp-Nauts and 6 Card Holders. Rest were cancelled. Even order that I made by phone was cancelled.

 

EDIT: And yes, I have Bricklink and eBay account.

Edited July 1, 2015 by Majkl

[Jules_K]

I was ordering Mixels (about 4 of every type that were available), 2 Exo-suits and 20 Card Holders. Strange is that I received 2 Exo-suits, 2 Flamzers. 2 Nurp-Nauts and 6 Card Holders. Rest were cancelled. Even order that I made by phone was cancelled.

 

EDIT: And yes, I have Bricklink and eBay account.

What was the order limit on the card holders? Surely it was either 5 or 10? The 20 ordered might have been the trigger.

[BearCrash]

How could a low-cost item like a card holder be the trigger for a ban? I can think of a dozen legit reasons why you would want 20 of those things as a non-reseller.

[Majkl]

It was 10. I had account there for years and few times I ordered over limit and I have never problem.