Complaint Experience
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Complaint Resolution Index (CRI)
Complaint Resolution Index (CRI) Explained
The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.
A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.
BCA's Summary and Analysis:
Complainants allege false advertising and deceptive sales practices. Complainants state they purchase what they believe to be and what are described as actual Lego sets, however, what they receive are manuals instead of products. Complainants further allege they are not refunded the shipping costs, which are inflated to begin with or experience difficulty obtaining refunds.
In general the company responds to complaints by explaining the items offered are manuals and the descriptions make this clear. In some cases the company issued refunds and in general request for refunds of the shipping cost are denied.
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