There’s no doubt that kids love LEGO. From building princess castles to the Millennium Falcon, these bricks can keep children occupied for HOURS.
And one such kid is 7-year-old Luka.
He loves LEGO so much that he spent all of his Christmas money on the Ninjago Ultrasonic Raider set. But when he lost one of the LEGO figures at the grocery store — after not listening to his dad’s advice to leave it at home — he wrote to LEGO Customer Service to see if he could get a replacement. And now Richard, the customer service rep who responded, is basically the Internet’s hero.
“Hello. My name is Luka and I am seven years old. With all my money I got for Christmas I bought the Ninjago kit of the Ultrasonic Raider. The number is 9449. It is really good. My Daddy just took me to Sainsburys and told me to leave the people at home but I took them and I lost Jay ZX at the shop as it fell out of my coat. I am really upset I have lost him. Daddy said to send you a email to see if you will send me another one. I promise I won’t take him to the shop again if you can. Thank you.”
And here is possibly the best customer service response ever:
“Thanks for sending us an email!
We are very sorry to hear about you losing your Jay minifigure but it sounds like your dad might have been right about leaving it at home. It sounds like you are very sad about it too.
Normally we would ask that you pay for a new one if you lose one of your minifigures and need to have it replaced. My bosses told me I could not send you one out for free because you lost it but, I decided that I would put a call into Sensei Wu to see if he could help me.
Luka, I told Sensei Wu that losing your Jay minifigure was purely an accident and that you would never ever ever let it happen ever again. He told me to tell you, ‘Luka your father seems like a very wise man. You must always protect your Ninjago minifigures like the dragons protect the Weapons of Spinjitzu!’ Sensei Wu also told me it was ok if I sent you a new Jay and told me it would be okay if I included something extra for you because anyone that saves their Christmas money to buy the Ultrasonic Raider must be a really big Ninjago fan.
So, I hope you enjoy your Jay minifigure with all his weapons. You will actually have the only Jay minifigure that combines 3 different Jays into one! I am also going to send you a bad guy for him to fight!
Just remember, what Sensei Wu said: keep your minifigures protected like the Weapons of Spinjitzu! And of course, always listen to your dad.
You will see an envelope from LEGO within the next two weeks with your new minifigures. Please take good care of them, Luka. Remember that you promised to always leave them at home.
LEGO Consumer Services”
Richard completely saved the day for little Luka who was heartbroken over losing one of the figures from his set — which retails for $160, I might add, so he must’ve gotten a lot of Christmas money from Santa.
Richard from customer service also wins in our books for encouraging Luka to listen to his dad next time. And better yet, for teaching Luka a lesson using the characters from Ninjago to talk to him in terms that he could really understand.
When the photo of the letter exchange was posted on Twitter on September 16th, it quickly went viral. In just a week, it has over 34k retweets and over 66k likes. Many users are commenting that they’ve had similar amazing interactions with LEGO customer service. Oh, and LEGO is continuing their awesomeness by responding to tweets.
They do make cool LEGO rockets, though, which other commenters pointed out.
Richard and LEGO Customer Support, keep being awesome. I think I speak for everyone when I say we all wish our customer service experiences were as stellar as this one.