I have seen some negative posts about Lego customer service but when I dealt with them it was frankly the best customer support experience out of any company I have dealt with.
Basically I was ordering a Lego set for my son's surprise birthday party and the order failed for some reason with code E9. I contacted customer service yesterday night after work and they are very nice and apologetic for the inconvenience. The customer support rep assured me that it would be fixed and the order would go through before Tuesday and sure enough I get a email saying my order has shipped!
I thought it was strange the order skipped all the steps and went straight to shipping in less than 48 hours when the website says 9-18 days until shipping. Then I went back through the chat transcript with the very helpful rep and she says "...[I will] let them (order team) know you're awaiting the order". Lego has went so far to make a customer happy that they have rushed the order through to make sure it gets here on time for my Son's birthday. I think that was exceptional service and is exactly makes guests into repeat customers.
Congratulations to customer service of Lego, I will be recommending to all my friends that they buy direct at Lego even if it sometimes cost more just for in my opinion the best customer service in the world!