While searching for a particular Lego set I came across an inexpensive listing on Google Product Search, $18.40 with a picture of the kit's box and the listing of
"Iii set #7661 "jedi starfighter with hyperdrive booster ring" instruction manual excellent to mint condition, may have minor shelf wear..."
Based on the other listed prices from other dealers I assumed this was a limited offer and went to the site (http://www.bricktrainshop.com/product181342_711141. Aspx) to check it out. Top of the listing showed there were only five units, there was even a review headed as
"BrickTrainShop's Customer's Corner"
That detailed the kit and the decent price. I, now I realize foolishly, found everything to be legit and made my purchase, $24.26 after shipping; a reasonable price. A few days go by and I get an envelope in the mail from the company. I'm curious, a little confused even, and open the envelope to find the kit's manual and a shipping receipt that clearly says
"[7661-Instructions] Lego Star Wars Episode..."
Along with my shipping information and subtotals. I'm now more confused, and a little upset, and I go back to the website listing to find that, yes, if you look at the category of the page it says "Lego Set Instructions". This, if you'll notice, however, is the only place it says "Instruction" except for the detailing of the package,
"~At BrickTrainShop Something Lego is Always on Sale! ~
Lego Star Wars Ep. III Set #7661
"Jedi Starfighter with Hyperdrive Booster Ring" Instruction Manual
Excellent to Mint Condition, May have Minor Shelf Wear..."
Where it, so I assumed, told me that the kit I was purchasing included the instruction manual, was in excellent to mint condition, and might have some minor shelf wear. The title of the page is
"Lego Star Wars 'Episode III' Set #7661 "Jedi Starfighter wit"
Where, if you'll note, nothing is said about an instruction manual, but the set itself. The image on the page, an image that one would assume is indicative of the product being purchased, is of the kit's box, not the manual. The review on the page, which I've come to understand was originally posted on a different site, is a review of the kit, not the manual. Aside from the category, overlooked since I was not browsing the site directly, nothing on the page indicates I was purchasing only a manual.
Bearing all this in mind, I am split between an annoyance at myself and an annoyance at the company. After this discovery I actually began looking into the company, which is how I found complaint, and found that, no, I was not the only one misled. I then sent an e-mail to the company,
"I recently ordered a product from your website, what I thought was a Lego set I had been looking for for some time and had found at a decent price. I placed the order and, awaiting the arrival, found in the mail an envelope from your company. I wondered what it would be, perhaps a packing slip? I opened the envelope and found my order information, only instead of saying "7661 Jedi Starfighter with Hyperdrive Booster Ring" it said "[7661-Instructions]", and my purchased Instruction Manual
I returned to your website, wondering where the error had been made, and found that, yes, the item I had ordered was categorized under "Lego Set Instructions". However, the product information for the set I ordered did not allude to this AT ALL, and even had a review for the quality of the set and the build which mentioned, specifically, "Only because the box was a bit damaged. But everything inside was in tiptop condition. And for that price I thought, to hell with all the reviews, let's make up my own mind!", a statement made by a "customer" of your website, according to the heading of "BrickTrainShop's CUSTOMER's CORNER", leading me, again, to believe this was a person who ordered this SET from your website, not this MANUAL. I found the set through an outside search, and therefor did not see the category of the information, nor did I assume I was ordering just an instruction manual when I paid 18.40 for the product. The details of the set were, as follows...
~At BrickTrainShop Something Lego is Always on Sale! ~
Lego Star Wars Ep. III Set #7661
"Jedi Starfighter with Hyperdrive Booster Ring" Instruction Manual
Excellent to Mint Condition, May have Minor Shelf Wear...
Descriptions, Videos and Reviews of the Original Set Now Discontinued!
Blast into Hyperspace in the Jedi Starfighter!
When Jedi Knights need to cross the galaxy in a hurry, they attach their Jedi Starfighters to hyperdrive booster rings and head into hyperspace! Remove the Jedi Starfighter from the ring and you'll find it has retractable landing gear, multi-position wings and a cockpit that opens. Hyperdrive booster ring features flick-launching missiles and opening starfighter connection plates! Hyperdrive booster ring measures 11.5" (29 cm) wide and 10" (25 cm) tall! Includes Obi-Wan Kenobi and the first ever Kit Fisto minifigure!
Now, I did notice that the direct description included the "Instruction Manual" part, at which point I assumed it meant the manual WAS INCLUDED. Nowhere else in the description of the product at hand does it even mention the manual, but instead the description of the Lego set itself, leading one to believe one was purchasing the entire set, especially at the listed price.
I am upset, perhaps even annoyed, at myself for wasting my money, but also at your website for providing misleading information. I do not intend on returning what I have purchased, nor do I want a refund, as I consider it a lesson learned. However, I would like to point out that I can not be the only person thus misled and would also like to suggest that your product descriptions be overhauled, perhaps an actual statement "You are purchasing only an instruction manual; kit not included" or similar.
Either way, I probably will not be making future purchases from your site, and at the very least I will be warning others as to the quality of the information available on your site.
Thank you for your time.
T. Maki"
Which detailed my issue. The response,
" I am very sorry you are not happy with your order. I did take the time to look at your purchase and it was indeed just for the Instruction Manuals to the 'Lego Set' not for the actual Lego Set itself. I sincerely apologize for any disappointment this may have caused.
We carry a full line of Lego Products from the Original Sets (New and Used) to the Parts for the sets, the Instruction Manuals, the Original Boxes etc. We have broken this down into specific categories and separated them by theme to minimize confusion but sometimes mistakes still happen. We are the worlds largest provider of retired Lego Parts and Instruction Manuals, providing replacement parts and materials to over 38 AFOL Clubs and organizations and over 140,000 customers worldwide. <br style="color: rgb (48,36,73);">
<br style="color: rgb (48,36,73);"> This is obviously not what you intended to order so please feel free to return the order to us for a refund, please send the entire package and its contents back to the return address listed on the parcel. Returning the original package gives us information we need that will help us process your refund more quickly. <br style="font-family:'bookman old style', 'new york', times, serif;color: rgb (48,36,73);font-weight: bold;">
<br style="font-family:'bookman old style', 'new york', times, serif;color: rgb (48,36,73);font-weight: bold;"> Please keep in mind that we process all refunds within 48 hours of having received the package back to us. We credit back the account in which the purchase charges originated some credit card processors may not show this refund right away.in some cases delays occur usually due to the result of multiple names or emails and lack of the original package requiring us to manually search for an order.in the event you have not received your refund in a timely manner please feel free to contact us. <br style="color: rgb (48,36,73);"><br style="font-family:'bookman old style', 'new york', times, serif;color: rgb (48,36,73);">
Robert<br style="font-family:'bookman old style', 'new york', times, serif;color: rgb (48,36,73);font-weight: bold;">Customer Service Rep. <br style="font-family:'bookman old style', 'new york', times, serif;color: rgb (48,36,73);font-weight: bold;">http://www.bricktrainshop.com/
"
Disregarded my statements about a refund and my suggestion that their website be altered to avoid future confusion and instead pointed out what I had already said. I had, at that point, researched the company, especially their insufficient return policy, and responded,
"I still do not intend to pursue a refund, especially considering the reputation your company has that I have only just recently become aware of. I would also like to point out that you do not sell the kit in question, and as such I could not have even been mistaken in purchasing the wrong part from a choice of two. Regardless, your website is incredibly misleading and your testimonial as to your own achievements in the Lego world is pointless in this situation. My business with your company is over, and I will be adding my voice to the multitudes with a similar claim against your company.
Thank you, again, for your time.
T. Maki"
Thus, as far as I was concerned, ending our conversation. I received a response,
" Sounds like someone is taking their ball and going home. We have offered you a full refund and an apology and yet none of this is good enough. You are just being difficult at this point, wanting to argue and make rude accusations. If you look at the listing you will see it say Lego Instructions in capital letters at the top of the page, again in the listing itself and again during checkout. Of course all of this doesnt matter to you either, you greedly purchased an item without reading or looking at was being purchase and now want to place blame. A refund in exchange for the product being returned to us is still being offered. Otherwise, GoodDay, please feel free to shop elsewhere. <br style="color: rgb (48,36,73);"><br style="font-family:'bookman old style', 'new york', times, serif;color: rgb (48,36,73);">
Robert<br style="font-family:'bookman old style', 'new york', times, serif;color: rgb (48,36,73);font-weight: bold;">Customer Service Rep. <br style="font-family:'bookman old style', 'new york', times, serif;color: rgb (48,36,73);font-weight: bold;">http://www.bricktrainshop.com/
"
To which I have not responded for the reason already stated.
The point to all this? To add my voice to the rest who have been misled by this company. To what end? None, probably. They will continue to do business how they see fit and, no doubt, many will continue to be misled. I expect this complaint will receive a response from the owner of the company, Clifton Stults, who I have also researched and who, apparently, once claimed to own LEGO (http://www.linkedin.com/pub/cliff-stults/22/315/206).
I would recommend that purchases made at this company be carefully read and considered, and that all with complaints against this company go to the following website
Http://www.la. BBB.org/Business-Report/BrickTrainShopcom-100089012
Which is the company's BBB review and profile and lodge their complaints there, as well. I will be doing so. You will notice that the company is not licensed as a retailer.
In addition, both of the company's addresses (its registered BBB address [840 Santa Clara Circle Hemet, CA 92543] and its return address [1822 Villines Ave San Jacinto, CA 92583]) are private residences. Both are, according to a current search, lived in and associated with a David Martinez, and neither has a phone number matching that given by the company. Make of that what you will.
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