Quality of service at LEGO stores.

[MikroMan]

Ah, okay, thanks :) Frankly, I'm happy enough to even get to the store and pack a few cups...

[talos]

I went to my closest Lego store yesterday, and got a small pick a brick cup. While I was doing my picking, I was overhearing two of the three or so workers, they were just chatting away, not really helping anyone, until someone came up to them with a question. So I think the service can be spotty at times. There have been different people working every time I've been there.

The thing that got me thinking about this thread though, was when I was ready to pay, I got in line behind a lady buying a Sea Cow set, she said it was a gift, it's over $250, and I am positive they didn't give her a free poly bag, the shredder. I got a couple sets and my PAB cup, and a baseplate, so my total was up there too. I was about to sign then remembered and asked I should get the shredder, and the clerk says, 'oh yea, you bought a lot, have 2'...

So if someone who didn't know, wouldn't of gotten the freebie. Later I realized I didn't get a new calendar either...

[legoman19892]

I went to my closest Lego store yesterday, and got a small pick a brick cup. While I was doing my picking, I was overhearing two of the three or so workers, they were just chatting away, not really helping anyone, until someone came up to them with a question. So I think the service can be spotty at times. There have been different people working every time I've been there.

The thing that got me thinking about this thread though, was when I was ready to pay, I got in line behind a lady buying a Sea Cow set, she said it was a gift, it's over $250, and I am positive they didn't give her a free poly bag, the shredder. I got a couple sets and my PAB cup, and a baseplate, so my total was up there too. I was about to sign then remembered and asked I should get the shredder, and the clerk says, 'oh yea, you bought a lot, have 2'...

So if someone who didn't know, wouldn't of gotten the freebie. Later I realized I didn't get a new calendar either...

The employees are only human.

The calendar is available via LEGO.com as a pdf too. Maybe they were out.

Never hurts to ask them too. Can't remember everything 100% of the time or maybe their mind happened to be somewhere else.

Edited July 12, 2014 by legoman19892

[LOTRfan]

I have had great experiences at Cardiff lego store. A few years ago I went and my brother bought something for about £80. I bought something as well, and because we were entitled to a polybag, the employee gave my brother one, and then gave me one! Also related to polybags, I went to the Milton Keynes 2 years ago, and anyone who walked in the shop got to pick a polybag from a big cardboard box and keep it?!? I managed to pick up a batman 'jetboat surfer'!

[syy89]

I've been to my two closest LEGO Stores, Carrefour Laval and Fairview Pointe-Claire, both in the Greater Montreal Area. The employees at both locations were bilingual (French and English), so I was able to be served in English, as my French is limited. The checkout and VIP sign-up were quick and efficient, and they offered to double up the bags for a big haul. They were also able to quickly repair a set on display which had a piece fall off. Hoping for the same great service at the LEGO Store in Ottawa (where I live) once it opens soon! :)

[mike4slund]

Ive been to the one in Lynwood, WA and Bellevue, WA.

nothing but absolute perfect service no matter how busy they are.

[ancestral]

I've been to flagship store in Denmark, it was a perfect experience with staff almost talking every language to help you. One of em especially is trying to learn saying hello and starting a conversation in 30+ languages including Turkish. It was a guy from Malmö, commuting everyday between countries. He helped alot and gave tricks about when to buy which set etc. Also visited Rickebrick (Spanish distributor in Barcelona) Ricardo is a perfect AFOL++. Europeans who are able to, should visit him.

In Turkey w have 3 stores, managed by the country distributor, no LEGO Brand stores thou. Thse 3 stores are based on Lego but they sell Ravensburger products and board games too. Especially after the LEGO Office opening in Turkey service quality and set availability has gone way up. They inform about new arrivals, its nice to chat with them and i feel good visiting a store.

Still would be better with a brand store i think.

[CrazyDalton777]

I went to the Cardiff store for the first time in a while in June and the service was bad, the employees ignored people asking questions, left all of the BAM parts on the floor which someone could have slipped on and the queues were really long because only 1 register was active and they were not understaffed as 3 employees were talking to each other not doing anything. Saying that, on my visit yesterday, the customer service was much better, the BAM and PAB were tidy with nothing littering the floor and the employees were asking questions to help people as well as answering those of anything LEGO related. There were also the max amount of people working the tills so there were little to no queues. I understand now that it might of been a bad day for them as there were a lot of people there but I will be going again next week so I hope it will be good again.

[klinton]

I've been to my two closest LEGO Stores, Carrefour Laval and Fairview Pointe-Claire, both in the Greater Montreal Area. The employees at both locations were bilingual (French and English), so I was able to be served in English, as my French is limited. The checkout and VIP sign-up were quick and efficient, and they offered to double up the bags for a big haul. They were also able to quickly repair a set on display which had a piece fall off. Hoping for the same great service at the LEGO Store in Ottawa (where I live) once it opens soon! :)

I love the Laval store! It's fast becoming my second home, hahaha.

Seriously though, it's an absolute model of what customer service should be. I even had a young clerk apologize repeatedly for taking a mintue to help a persistent child (it's a toy store! Of course you pay attention to the children first!).

The very worst thing that's happend was that they were out of a pouplar set on one visit (but were quick to point out that it was in stock on the website). :D

[Faefrost]

I think my local Lego store was kind of puzzled today. I stopped in their on my way back from a job site this afternoon. Mid afternoon on a Monday. The store has about 10 people shopping. No kids. All adult men. All very obviously AFOL's. I think the store manager was having a very very good day. I spent over $100 and I think I was the lowest purchase in the store. Every one of them was buying top end sets.

[Off the wall]

I think my local Lego store was kind of puzzled today. I stopped in their on my way back from a job site this afternoon. Mid afternoon on a Monday. The store has about 10 people shopping. No kids. All adult men. All very obviously AFOL's. I think the store manager was having a very very good day. I spent over $100 and I think I was the lowest purchase in the store. Every one of them was buying top end sets.

That's good to hear. While I'm only two miles from a lego store, I still make most purchases online. All of the stores in the ATL area seem to be staffed by good folks.

[Legogal]

The staff members in the Raleigh store are always helpful. I have never had a problem there, and try to stop by at least once a month. It is much easier if you can go before 5pm on weekdays and avoid the store on weekends because it tends to get jammed. Wish they had more space for the crowds.

[talos]

I went to the LEGO store at Disneyland last week, we went in the evening, about 9PM and what a mad house it was, packed with people. I still got one staff person ask me if I was finding what I wanted. We went back again in the morning, a couple days later and it was 100% better, not a crowd and I got helped by 3 different staff, all very nice, informative. Only negative was they didn't have the large pick a brick cups, but would give a discount on filling 2 of the small cups. I wonder if that is because its prone to huge crowds most of the time and spillage.

[Bookworm]

I have never experienced anything other than great service at my nearest Lego store. I don't go there often, but when I am there, the staff is informative and helpful. The employees seem to love their jobs and Lego.

[Sam892]

I've been to a few LEGO stores, including Downtown Disney, Chicago, Westfield London and Milton Keynes ( mainly MK) and I've never had a problem. Staff are always helpful and friendly, plus a lot of the ones I've encountered in US were AFOLs themselves. The only problems I have with my nearest store is it's size and it's awful PAB wall. With the size issue I know it can't really be helped, but the store next to them has gone bankrupt a few times and could have easily been bought by LEGO. Then they could have just knocked through to it and had double the room. the PAB wall is just awful though and there's no really an excuse for it, it's literally just 2x4s.

[legoman19892]

I've been to a few LEGO stores, including Downtown Disney, Chicago, Westfield London and Milton Keynes ( mainly MK) and I've never had a problem. Staff are always helpful and friendly, plus a lot of the ones I've encountered in US were AFOLs themselves. The only problems I have with my nearest store is it's size and it's awful PAB wall. With the size issue I know it can't really be helped, but the store next to them has gone bankrupt a few times and could have easily been bought by LEGO. Then they could have just knocked through to it and had double the room. the PAB wall is just awful though and there's no really an excuse for it, it's literally just 2x4s.

I'm sure that the owners of the mall would frown upon your suggestion.

[Sam892]

I'm sure that the owners of the mall would frown upon your suggestion.

Several other stores have done that in the last few years there, it's quite common practice in the UK.

[Hrw-Amen]

So just to check, you are complaining that they did not check your 'Build a Minifgure' box to check that you had NOT put more 15 parts into it to mae three minifigures, like if you had accidently put in an extra weapon or tool ot something so that they could remove it for you? I think most people would feel a bit hard done by if they did do that. It is fairly easy to see if there are components for three figures, as in three heads, torsos and legs and hats/hair. I don't see them loosing any sleep over the odd extra tool. I am not really sure what the complaint is there?

I can understand it can be awkward however if the top of the PAB cups do not shut down tight as they are supposed to, but they usually are not that strict and just put a bit of tape over it where I go. The ones that they scan next time you go to get a discount from PAB wall for reusing the cups. I can see it would be annoying if you lost out on that especially f you have several cups with mulitiple discounts.

[Tariq j]

I'm very satisfied with the quality of my Lego store. The workers are very freindly an are always willing to help.

[TWO2SEVEN]

I have been to two of the three stores in the Dallas, Texas area. The store at Stonebriar mall is always great. They are extremely friendly and helpful. The other store is attached to the Legoland Discovery Center in Grapevine, TX. It is almost always packed and the employees are more focused on restocking than the customers. However, when they do talk to you, they are polite and friendly. There is one other store in my area, but I have not been there yet.

[Spud The Viking]

Tape on PAB cups? I got a mere one sticker on mine and it was beginning to spill the contents on the way home! There is only one employee interacting with customers in my local store in Glasgow, the rest just gossip at the till. By the way, I notice some filled PAB cups behind the till filled with bricks, is this for the employee or what? Just wondering.

[legoman19892]

By the way, I notice some filled PAB cups behind the till filled with bricks, is this for the employee or what? Just wondering.

Kids like to do it and then the parents take them away from the wall. happens at my store frequently.

[Spud The Viking]

Kids like to do it and then the parents take them away from the wall. happens at my store frequently.

Ohh, thanks for clearing that

[Darth Punk]

Kids like to do it and then the parents take them away from the wall. happens at my store frequently.

I see this some times at my store and it is usually parts from the monthly build.

[ocifant]

Only had good service at Watford and MK (UK), the only two stores I've used. VIP queries, stock queries, free polybags all handled professionally. The only gripe is the poor choice on the PAB walls (i.e. not parts I'm particularly interested in - primary colour 2x4, 2x2 etc.)