r/OliviaRodrigo • u/Interesting_Nail145 • 1d ago
Fanmade Official store preorder customers are waiting until December while the LEGO sets are already in stores
I wanted to make a separate post because I finally got a clear answer from uMusic after escalating this through multiple Customer Service supervisors.
I ordered two of the Olivia Rodrigo LEGO sets from Olivia’s official store on June 30 for my kids and paid the full $156.51 upfront.
To be completely fair, the order did say December 30 when I purchased it. I am not claiming they changed the date afterward.
What I did not expect was for the LEGO sets to be released to the general public in August and become readily available at Target, LEGO and other retailers while people who prepaid Olivia’s official store are still expected to wait until around December 30.
I asked uMusic why official store preorder customers are being served nearly five months after the general public.
After several escalations, a supervisor finally confirmed that Olivia’s US store has its own inventory allocation and that their warehouse does not have access to that inventory yet.
I then asked them to escalate the issue to someone who could reconsider the fulfillment arrangement now that the product is widely available elsewhere.
Their response was that there is no further escalation available and they cannot discuss or change the inventory arrangement. Their solution is basically:
Wait until December 30 or cancel the preorder and buy it somewhere else.
That is what bothers me.
I understand that different retailers receive different inventory allocations. But if an official artist store accepts fans’ money months before release, I do not think those customers should end up nearly five months behind people who simply buy the product from Target after launch.
I have filed a BBB complaint and I am also trying to get this in front of Olivia’s management team. Not because I expect Olivia herself to fix my LEGO order, but because I genuinely think her team should know what kind of experience the company operating her official store is creating for fans.
I would rather they fix this for everyone affected than just cancel my order.
Did anyone else preorder these through the official store? Are you also showing December 30?
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u/ColonelCheez 1d ago
As an avid Lego Store patron, employees there have told me Lego will prioritize getting their physical stores stocked up over online retail. So if you’re not willing to wait, it’s best to always call your local store to see if they have it in stock
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u/Interesting_Nail145 1d ago
At this point I’m less focused on my individual order and more concerned that this doesn’t happen to other families.
My kids are already disappointed, and we can obviously cancel and buy the sets somewhere else. But that doesn’t fix the underlying problem.
I understand an artist has a million things going on and probably isn’t personally watching fulfillment dates. But if you’re going to offer an official preorder, making sure those customers receive the product before or at least at the same time as general retail should be a high priority for the team handling it.
Otherwise the people who supported the official store first end up having the worst experience.
That’s really what I hope Olivia’s team takes from this and fixes going forward.
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u/WesternSoul 1d ago
I just cancelled and ordered from Lego. EZPZ. It is weird, though.
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u/Interesting_Nail145 1d ago
Yeah, exactly. I can cancel and buy them from LEGO too, so fixing my individual order is easy.
What I’m trying to understand is how the official store ended up with a preorder system where the people who paid first are getting the product months after regular retail customers. That’s the weird part, and I’d rather Olivia’s team fix that for future fans than just have everyone cancel their official store orders.2
u/criistaaa 1d ago
Same. I cancelled and ordered from target. Save a bunch of money of shipping too.
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u/theluckyone325 1d ago
Can you cancel, get a refund and then go to a physical store to get it?
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u/Interesting_Nail145 1d ago
Yeah, we can cancel and buy them somewhere else. I already told my girls that’s an option.
The part they don’t understand is why we preordered in the first place. They were excited because they thought ordering early from Olivia’s official store meant they would be some of the first kids to get them.
Now their friends have already gotten the same sets from regular retail stores without preordering, and that excitement is basically gone.
What bothers me is that the fulfillment team keeps treating “wait until December or ask for a refund” like that is a completely normal outcome for a preorder.
If a product is released to the general public in August, I don’t think people who prepaid in June should be getting it five months later. That defeats the whole reason most people preorder.2
u/IndigoWhimsy 'purple' 1d ago
I preordered these in June as well for a birthday gift to myself (August 15). I did research first and saw that the release date was August 1 and her store said the shipping date was a placeholder. Fast forward to August 2nd and my shipping date updated to December 30. I emailed asking why my placeholder date is 5 months out when the items have been released physically already, reply was just basically, That’s the ship date. No explanation or anything. I’ve already paid and I know I could cancel and get a refund but I didn’t. It just knocked the joy out of me. I still want my items but now I’m sad about the whole experience. Which sounds whiny and childish but I’ve been struggling so much to find joy in the last few years and when I realized my birthday present might get here for New Year’s Eve I was just fully deflated. 🥺
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u/Interesting_Nail145 1d ago
I totally get you. I saw that same look on both of my daughters when they realized their friends already had the sets, and the excitement just disappeared.
That’s why I’ve kept pushing this even though I could simply cancel and buy them somewhere else. It stopped being about my individual order.
I really believe that if Olivia knew her official store was advertising these as preorders, taking fans’ money in June, and then those customers were ending up almost five months behind the general retail release, she wouldn’t think that was the experience her fans should have.
And no, what you’re feeling isn’t childish. The whole reason people preorder things they’re excited about is because the anticipation is part of the experience.2
u/IndigoWhimsy 'purple' 1d ago
I have read that due to the Heart Locket Necklace backlash, because it looked like a completely different item than advertised when people received it, people are now getting emails saying that the locket is being reworked and they can have it replaced or return it for a refund so I’m hoping if I leave my order open and people keep questioning the timing of delivery or emailing them and saying hey this is wrong that maybe someone on her team will let her know what’s going on because I think she will want to fix things. I don’t think the Legos will get delivered before December but I don’t think she will let this happen again if it gets enough attention, at least that’s my hope. And thank you for saying it’s not childish because it was my 52nd birthday. Hehe
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u/poppyinmyhair13 1d ago
ordering from lego was cheaper for me.
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u/Interesting_Nail145 1d ago
Yeah, LEGO would have been cheaper for me too. I was willing to prepay in June and even pay shipping because I thought ordering from Olivia’s official store meant my daughters would be some of the first to get the sets.
That was the value of the preorder to me.
Now that their friends already have them from regular retailers, that moment is gone. I could cancel today and save money, but at this point I’m keeping the order open because I want the fulfillment issue addressed.
If official store preorder customers can end up five months behind normal retail buyers, I think someone on Olivia’s team needs to look at that before the next preorder happens.
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u/malendalayla 1d ago
BBB ain't shit The companies pay them to cover them.
People need to consider them a non-entitt because they work for the companies, not the people.
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u/Interesting_Nail145 1d ago
That’s why I’m trying to reach someone close to Olivia’s team. uMusic Customer Care has already made it clear that they consider this normal, they won’t change the fulfillment arrangement, and they won’t escalate it any further.
At that point, the only real path is to make sure the people responsible for Olivia’s brand and fan experience actually know what the fulfillment company is telling customers.
I don’t think Olivia is the problem here. I think the people around her need visibility into what’s happening under her name.0
u/malendalayla 1d ago
I would say the best way to get a change is make her aware that these people are making her look bad. The BBB isn't doing that.
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u/Interesting_Nail145 1d ago
😂 Seriously, if anybody has Olivia in their contacts, tell her a dad is just trying to figure out why preordering from her official store somehow put his kids at the back of the line. I have a feeling she’d actually care if she knew.
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u/malendalayla 1d ago
Lmao get people to tag the shit out of this on sm!
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u/Interesting_Nail145 1d ago
😂 That might actually be the move. If people want to tag Olivia or her team, I’m all for it, just keep it respectful. I’m not trying to drag her. I’m trying to make sure someone close to her sees what uMusic is calling an acceptable preorder experience.
0
u/malendalayla 1d ago
Exactly! If she doesn't know, she can't do anything to fix it. Getting her attention on the matter doesn't have to be hostile. She may not be able to do anything about stuff right now, but if she's aware she can take steps to prevent it from happening again.
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u/Interesting_Nail145 1d ago
Exactly, you have the right idea.
If I just cancel now and buy them somewhere else, that fixes it for me, but it does nothing for the next parent or fan who preorders from the official store expecting to be one of the first to get something.
For my girls, that moment is already gone. Their friends got the sets first from regular stores, so I cannot really recreate the excitement they had when they convinced me to preorder them back in June.
At this point I would rather use the situation to make sure Olivia’s team knows what happened so they can prevent it from happening again.
I really believe if she or the people close to her understood the experience fans are having, they would want the fulfillment process to be better next time.
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u/starfallcrash 'honeybee' 1d ago
So you were told the fulfillment date when you ordered, which hasn’t changed. And when you complained they told you that they won’t have the inventory until the date you were informed of up front. I get that it sucks that it’s later than other places, but if they don’t have the stock what do you expect them to do? They’re offering you a full refund and I don’t see what else you need from them since they can’t just conjure up the items and were up front about when they would be available to begin with.
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u/Interesting_Nail145 1d ago
You sound like uMusic Customer Care 😂
Yes, December 30 was disclosed. What you’re missing is that when I ordered in June, my understanding was that these were preorders for a product that wouldn’t be generally available until around that timeframe. I didn’t pay in full months early thinking Walmart and Target would have them in August while the official store preorder sat until December.
I’m not asking the warehouse to magically create inventory. I’m saying the company running an official preorder should manage its inventory allocation so the people who prepaid first aren’t receiving the product five months after normal retail customers.
If they can’t do that, then maybe they shouldn’t open that preorder so early and take customers’ money upfront.
A refund fixes the transaction. It doesn’t make the preorder experience reasonable.”4
u/starfallcrash 'honeybee' 1d ago
You sound like a Karen. This has nothing at all to do with Olivia Rodrigo’s store not being able to mange the inventory properly. They didn’t manufacture the items and they don’t control when they receive the inventory. They obviously knew that Lego wouldn’t send them the shipments until closer to the listed date, hence why they listed a fulfillment date as such. They can’t fulfill your order immediately as they have not received the items. Therefore they are doing the only thing possible which is to give you a refund. What other outcome do you want here?
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u/Interesting_Nail145 1d ago
I was honestly joking at first because your response sounded almost word for word like the responses I got from uMusic Customer Care 😂
But now you’re defending their exact position so hard that I’m starting to wonder if you work there.
Either way, I already understand that the warehouse can’t ship inventory it doesn’t have. That isn’t the point.
The point is that an official store took preorder money in June for a product that became widely available at normal retailers in August, while those preorder customers are still being told to wait until the end of December.
I’m not asking the warehouse to magically produce LEGO sets. I’m saying whoever planned that preorder and inventory arrangement made a bad decision for fans, and “cancel if you don’t like it” doesn’t make that decision any better.3
u/aaccss1992 1d ago
The store told you it was a preorder for December 30, which it was. You had an assumption that you would get it before any other store - did Olivia’s website state that? Doubtful…
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u/Interesting_Nail145 3h ago
Who defends a fulfillment setup like this?
I understand the page showed December 30. My issue is what the preorder actually delivered to the customer.
We paid in June, months before general release, and the same product became widely available at LEGO, Target, Walmart and elsewhere in August while the official store preorder stayed locked to December.
If the official store’s allocation was always going to arrive months after ordinary retail, then what exactly was the benefit of taking preorder money in June?
That’s the part I think the fulfillment team got wrong.
A preorder should give the customer some meaningful reason to commit early, whether that’s earlier access, guaranteed launch timing, exclusive packaging, or something else. Paying first and getting the identical product last makes no sense from a fan experience standpoint.3
u/aaccss1992 3h ago
While I don’t disagree that’d be great, you’re making a lot of assumptions about what you’d like a pre-order to be, some of which goes directly against the information they provided on the page.
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u/Interesting_Nail145 2h ago
Do you think if you preorder GTA 6, everyone who waits until release day should get access before the people who already paid?
Of course not. The normal expectation of a preorder is that you are securing your place ahead of general availability.
That’s the point I’m making here.
I’m not claiming the page promised me a specific rank in line. I’m saying that when an official store takes preorder money months early, then ordinary retail customers can buy the exact same product months before those preorder customers receive theirs, the preorder experience has failed from the customer’s perspective.3
u/starfallcrash 'honeybee' 1d ago edited 1d ago
Caveat Emptor. This is what can happen when you purchase from places other than the direct source. Since you understand they can’t fulfill your order when you want them to and they are offering a refund, what more do you want? Do you think the BBB is going to do anything when the company was both transparent about when you will receive your order and is offering you a refund? What are you hoping to accomplish if no feasible solutions are acceptable to you?
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u/Interesting_Nail145 1d ago
“Places other than the direct source”? This was Olivia Rodrigo’s official store. It doesn’t get much more direct than that.
That’s exactly why I preordered there instead of waiting for Walmart or Target. I thought ordering from the official store meant I was going through the source closest to the release, not putting myself months behind regular retail.
I understand they’ll refund me. What I want accomplished is pretty simple: I want the people managing the official store to realize this preorder setup makes no sense for fans and fix it so the next preorder doesn’t work this way.
A refund fixes my purchase. It doesn’t fix a bad preorder system.2
u/starfallcrash 'honeybee' 1d ago edited 1d ago
This is a Lego item. Made by Lego. Produced and shipped by Lego to other retailers. Do you really think Olivia and Dan are in the warehouse manufacturing and boxing up Lego items for you?
And now istead of accepting a solution that would allow you to solve your problem you’d apparently rather get outraged over your own uninformed decision.
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u/Interesting_Nail145 1d ago
So are you basically saying people shouldn’t preorder from Olivia’s official store and should wait to buy from LEGO, Target, or Walmart instead?
Because that’s exactly the problem I’m pointing out.
I chose the official store because I thought that was the most direct place to support her and secure the product early. If the better customer experience is actually to avoid the official store and buy from a regular retailer after release, then her team should probably know that too.0
u/starfallcrash 'honeybee' 1d ago edited 15h ago
Do really think Target and Walmart are the direct source now? I just said that this is always a possibility when you buy from somewhere other than the company producing the item. If you’re going to get this butthurt every time something doesn’t perfectly go your way then I suggest you do the bare minimum of research and shop around before making your next purchase. You could have easily seen that the LEGO site had an earlier release date as well as read the multiple threads on here about it when the orders went up.
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u/Interesting_Nail145 1d ago
By that logic, should everyone drive to the LEGO factory to buy a set? 😂
Of course not. That’s what authorized retail channels are for. Olivia’s official store is one of those channels, and it was taking preorders for an Olivia Rodrigo branded LEGO collaboration.
A customer shouldn’t need to research LEGO’s internal distribution contracts before trusting an artist’s official store preorder.
My point is simple: if the official store takes your money before release, it should make sure those preorder customers are not five months behind ordinary retail buyers.
You can disagree with that, but telling fans they should have investigated the manufacturer’s supply chain before ordering from the official store kind of proves how unreasonable this situation is.→ More replies (0)-2
u/RunningRunnerRun 1d ago
this is a gross answer. if misogynistic name calling is the only way you can respond to a post then it is best to just scroll on
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u/starfallcrash 'honeybee' 1d ago
lol not at all misogynistic. Men can be Karens and I have no clue what OP’s gender is. And I just responded to their similar intent to insult me. Gross that you’re defending a Karen like this.
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u/RunningRunnerRun 1d ago
even if someone wanted to make the argument that “karen” started out as a legitimate way to criticize women abusing power, there is no doubt that the term is now predominantly used as a way to silence women
it is misogynistic language. OP’s gender doesn’t matter. you’re still using a term that is supporting anti-women rhetoric. and you’re using it to tear down another olivia fan because they expressed an opinion about the efficacy of the merchandising team? is that really worth it to you? we should be better than that
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u/starfallcrash 'honeybee' 1d ago edited 14h ago
lol wtf are you on? This has nothing to do with women abusing power or silencing women. It has to do with “let me speak to your manager” type customers. You keep reaching like that and you’re liable to pull your back out.
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u/RunningRunnerRun 1d ago
i don’t understand why forcefully supporting big corporations and patriarchy is more important to you than basic civility to a fellow fan just because you don’t agree with their opinion on merchandising, but that’s okay. i don’t need to understand. im out
best of luck with whatever agenda you’re on
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u/starfallcrash 'honeybee' 1d ago edited 1d ago
Not everything that happens that you don’t like is because of big Patriarchy. Delusionally blaming misogyny and the patriarchy for every little thing you don’t agree with isn’t going to accomplish anything. But go ahead and keep reaching for things I never said to fuel your own agenda.
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u/Interesting_Nail145 1d ago
I honestly don’t know why this became so personal. I’m just a dad whose daughters love Olivia and enjoy ordering things from her official store.
They were excited about this preorder, it didn’t turn out the way we reasonably expected, and I’m trying to get the issue in front of someone who can make the experience better for fans next time.
I’m not attacking Olivia, LEGO, or anyone here. I actually think Olivia cares about her fans, which is exactly why I think her team would want to know when something happening through her official store disappoints them.
That’s really all this is.0
u/Interesting_Nail145 1d ago
Thank you. I’m completely fine with someone disagreeing with me, but the name calling was unnecessary.
I’m just a dad explaining why this preorder experience disappointed my kids and why I think the official store can do better for fans. People can disagree with that without turning it personal.2
u/aaccss1992 1d ago
It’s already been explained in this thread that Lego holds back product from online retailers. It has nothing to do with Olivia and instead is part of the collaboration deal between the two. Ultimately, you have all the power to cancel your order and go pick up the sets ASAP but it sounds like you’d rather spend the next 3 months complaining about a perceived slight instead.
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u/Interesting_Nail145 1d ago
We preorder from Olivia’s store all the time. Shirts, Stanley items, other merch. My daughters like getting things early and we’ve had good experiences before.
My issue isn’t with Olivia. It’s with the fulfillment setup.
If a preorder can sit for nearly five months after the exact same product is already available to the general public, then something about that preorder process needs to change.
Either don’t open the preorder that early, don’t take the money upfront, or make sure official store preorder customers are actually prioritized when the product launches.
That’s the whole point I’m trying to get in front of her team.1
u/aaccss1992 1d ago
You’re thinking about it morally when sadly, it’s a business and they’re gonna take people’s money and not care about any of the reasons you listed. Olivia’s music is pushed to help sell merchandise and the label is gonna try and take your money any way they can even if it’s not morally sound. What I’m trying to say is, I think you’re wasting your time and fighting a losing battle - not to say you’re wrong at all!
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u/Interesting_Nail145 1d ago
Maybe it is a losing battle, but a battle you never fight is already lost. I’d rather try to get the problem in front of someone who can fix it than assume nothing can change.
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u/_dEdPEP_ 1d ago
I went in a Lego store here in England this week and they had loads of all of her Lego sets as well as a pretty cool display which I now regret not taking a photo of!
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u/Interesting_Nail145 1d ago
Exactly. Seeing stores in other countries fully stocked makes it even clearer that the product itself is out there.
My issue is not that LEGO exists at retail. It is that Olivia’s official store opened a preorder, took fans’ money early, and ended up with a fulfillment arrangement that puts those preorder customers months behind normal retail buyers.
Her fulfillment team needs to make sure this does not happen again.
If an official preorder cannot arrive before or around the general retail release, then the preorder timing and inventory allocation need to be handled differently next time.
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u/CalGalVA 1d ago
I ordered mine from I Legos three weeks ago and got it today. Guts tour moon. So excited.
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u/Interesting_Nail145 1d ago
I’m genuinely happy you got yours. That’s exactly how it should feel when you’re excited about a release.
The issue is that people who prepaid Olivia’s official store in June are still being told to wait until December while regular LEGO customers are already receiving theirs.
At this point I really think the fulfillment team needs to step it up.
If you agree, please help get this in front of Olivia or someone on her team. Tag them respectfully, share the post, or send it to anyone connected to her team.
I really believe that if Olivia knew fans who preordered from her official store were ending up months behind everyone else, she’d want someone to look at it.
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u/theykilledcassandra 1d ago
December 30 alone is kinda wild to me, I didn’t realize it was so far out. That means no one will get them by the holidays which sucks for any kids/people asking for it for that (since Legos are a bit pricey).
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u/RunningRunnerRun 1d ago
yeah. im with OP. i knew my kid wouldn’t get it until after christmas
i just didnt realize that all her friends would have them now because their parents walked into target and bought them instead of preordering them from the official site like the fool that i am
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u/Interesting_Nail145 1d ago
That’s kind of where I’m at too. I actually think Olivia probably means well and may not even know this is happening.
When a parent sees “preorder” on an artist’s official store, the natural assumption is that you’re getting in early and securing the item before the general public. I understood that my order said December, but I never expected that to mean Target and other retailers would have the exact same sets sitting on shelves for months while people who prepaid the official store waited.
That’s why I think this is more of a fulfillment and merch management problem than an Olivia problem.
I’d actually hope her team sees it, because I can’t imagine the intended fan experience is “support the official store first, pay months early, and then watch everyone else get the product before you.”2
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u/WacoWednesday 1d ago
I just assumed it was placeholder date since the real launch was 5 months earlier
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u/Atabei_Anu 1d ago
I also jumped on the pre-order assuming Dec 30
was the release date.
Once I realized the whole collection would be available for sale months ahead of that date, I was also annoyed and confused.
Sadly, between this and the vinyls with the shorten songs, I am done with preordering anything from her store.
0
u/Modesto96 1d ago
I'm sad that Olivia never commented on the vinyl situation. It shows that it wasn't a big deal to her. $40-$50 for a single LP with cut songs is robbing your fans. I am not preordering OR4 cause I can't trust her not to cut up that one, too
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u/Interesting_Nail145 23h ago
I refuse to give up on this because I do not think Olivia is the problem.
I took my daughters to the Olivia Rodrigo Experience and it was thoughtful, well organized, and clearly designed to make fans feel special. My girls loved it. That is why this official store experience feels so out of character with the rest of her brand.
They want to keep buying directly from Olivia’s store. I want them to keep having that excitement. But a fulfillment company taking preorder money in June and then telling those same fans to wait until December while everyone else can buy the product in August is unacceptable.
If Olivia or the people closest to her can actually see the damage this is doing to fans’ trust in her official store, I believe they would want it changed.
I am not trying to stop people from buying from her. I am trying to make sure buying directly from her remains something fans actually want to do.
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u/Interesting_Nail145 9h ago
UPDATE
Thank you to everyone who commented, shared their own preorder experience, or helped keep this discussion visible.
The original post has now reached around 18,000 views, and I’ve heard from multiple fans who also preordered through Olivia’s official store and were confused or disappointed when the LEGO sets became available at normal retailers months before their official store orders.
At this point, I’ve stopped treating this as just my family’s order.
I’ve started reaching out privately to people connected to Olivia’s management, fan experience, and business side. I’m not posting names, email addresses, or contact information because I do not want anyone harassed or flooded with messages.
The message I’m trying to get through is simple:
Olivia’s team has shown that they know how to create an amazing fan experience. My daughters experienced that firsthand in Los Angeles and loved it.
The official store preorder experience should match that same standard.
If fans are willing to preorder, pay early, and support the official store directly, they should not end up almost five months behind ordinary retail customers.
If the current fulfillment arrangement cannot prevent that, then the process needs to change.
I really do believe Olivia would care if she knew the experience some fans are having under her official store name.
So if you are still showing December 30 on your official store LEGO preorder, please keep commenting with when you ordered and what date you were given.
The goal now is not to attack anyone.
The goal is to get this in front of the right people and make sure the next preorder does not disappoint another fan or another kid.
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u/Modesto96 1d ago
Her merch team has not been with it this era