Quality of service at LEGO stores.

[Gatthekid]

So, I went to a LEGO store today, and I was surprised how bad the service was. First of all, the cashier didn't wrap my PAB cup like he was supposed to. He also didn't check my BAM box to make sure I only got 15 pieces. So, what kind of service have you all got at LEGO stores? (By the way, I went to the one in Nashville, TN)

[BrickRally217]

Wow, that's surprising. The service at mt Lego store is always great, and the employees are very helpful. I'm not sure what's up with your store.

[cocabottle]

Last time in Oberhausen they spent 15 minutes searching for my VIP account in the computer because I didn't bring my pass. So service is top notch there imho.

[JopieK]

always very well in Germany indeed, in Holland we don't have LEGO stores.

[dr_spock]

Service is good to me at my local stores. There is a customer satisfaction survey you can complete and use to voice your concerns. The survey URL and information are usually printed towards that bottom of your receipt. If you're a VIP member, you usually get one in your email after a several days.

[AmperZand]

I've been to LEGO brand stores in the US, the UK and France and have found the service to generally range from good to excellent.

The worst experience I ever had was when a cashier tried to bend (almost fold) a baseplate to fit in a bag and didn't understand why I objected. The best experience was when a shop assistant offered on the phone to search CMFs for the ones I wanted ahead of my arrival.

[eurotrash]

I've only ever been to the Lego Store in Overland Park, Kansas. But the service I have had there across multiple visits has been amongst the best of any retail experience I have had. Ever.

Friendly, helpful, knowledgable associates.

[Andy D]

So, I went to a LEGO store today, and I was surprised how bad the service was. First of all, the cashier didn't wrap my PAB cup like he was supposed to. He also didn't check my BAM box to make sure I only got 15 pieces. So, what kind of service have you all got at LEGO stores? (By the way, I went to the one in Nashville, TN)

You can credit or blame the store managers and supervision with good or bad service. Bad service, to me indicates poor management allowing employees to not care. Good service indicates good service oriented managers, hiring, training and encouraging people to provide good service. It all boils down to the quality of the store manager. The LEGO stores I go to have all provided service above and beyond my expectations.

Andy D

[Legogal]

Ditto what Andy D just said. The Raleigh store has excellent service when I visit about once a month. They can answer most of my questions and are quite helpful. Good management within each store does make a huge difference. I avoid stores with consistently bad service unless there is no other alternative.

[ResIpsaLoquitur]

I'll go with "pretty good" for my store (Annapolis, MD). The manager has gotten specific PAB pieces out of the back for me, and some of the employees are happy to feel Collectible Minifig packages to tell me what figures are in there. Just last week, I wanted to get the "Piece of Resistance" freebie which required a $50 purchase. I asked them if I could return a $40 purchase and re-purchase it with $10 more stuff to get it. They just rang up the $10 item and threw in the POR set for free. So, really happy with my store.

If it helps, you might fill out the customer service survey at the bottom of your receipt and let them know what the problem is. I gave positive feedback on a recent purchase and the manager wrote me back a personal e-mail thanking me for the feedback. Maybe it will cut both ways if you let them know about a problem.

[Faefrost]

Both Atlanta area stores have some of the best, most helpful, and most knowledgeable staff I have ever seen in retail. I wish more stores were up to their standards.

[Del]

I have been to the one in Nashville and received excellent service there. It was fairly busy and I had forgotten my VIP card and they spent some significant time trying various options to look up my number before showing me how I could register my purchase for points later. Very friendly and helpful.

[Gatthekid]

There was fairly good service at my store, with employees asking if I needed anything. It was only at the register that I recieved such bad service, like not wrapping my PAB or checking my BAM. I will most likely be going back in early March, so we'll see how it goes then. Thanks for the responses, guys!

[Cult_Of_Skaro]

So, I went to a LEGO store today, and I was surprised how bad the service was. First of all, the cashier didn't wrap my PAB cup like he was supposed to. He also didn't check my BAM box to make sure I only got 15 pieces. So, what kind of service have you all got at LEGO stores? (By the way, I went to the one in Nashville, TN)

That's bizarre. I go to the same store, and the cashiers wrap my PAB every time. Probably a new guy.

[Gatthekid]

That's bizarre. I go to the same store, and the cashiers wrap my PAB every time. Probably a new guy.

He was a black man w/ long dreadlocks. You ever seen him?

[Brandon Miller]

Been to the Nashville store several times and never had an issue like that. Might be worth bringing to the attention of the manager.

[TheLegoDr]

I've only been to a few stores. Pretty good service overall. I went to the Overland Park, KS store and the first time I was there one of the employees didn't seem very knowledgeable or helpful. I did the survey and the manager got right back to me in regards to it. I went back another time (different employees) and it was better. It might be hit and miss as to those are the only two times I've been there.

I've been to the Water Tower Place store in Chicago twice and it was great both times. They offered me free posters and went into the back for more pieces for the PAB wall (which I didn't know they could/would do since KS never made mention of it).

[Sarah]

There was fairly good service at my store, with employees asking if I needed anything. It was only at the register that I recieved such bad service, like not wrapping my PAB or checking my BAM. I will most likely be going back in early March, so we'll see how it goes then. Thanks for the responses, guys!

What does BAM stand for?

PAB is PIck a Brick for the wall.

[Cult_Of_Skaro]

He was a black man w/ long dreadlocks. You ever seen him?

Nope, never seen him before.

[AmperZand]

What does BAM stand for?

Build A Minifigure. It's where you select a head, torso, legs, hat/hair piece and one tool or implement. You can get the minifigs singly or in a 3-pack.

[SMC]

Always had great service at Milton Keynes UK and I know a few of them now. They have been good at every store iv been to.

Edited February 17, 2014 by SMC

[rollermonkey]

Generally excellent, even when incredibly crowded, like they were when I went on Saturday.

[tedbeard]

...the cashier didn't wrap my PAB cup like he was supposed to.

What is this "wrapping" you speak of? I have bought PAB in cups in two different stores on several occasions and never had them wrapped in any form. They have either put two strips of tape over the top to hold it on or made the tape dispenser available for me to do it.

[DrJB]

My only bad experience was with an overzealous employee who ... well ...

I had filled a PAB cup and made sure I had the exact number of specific wheels/tires for a mecanum wheel design ... the cup was 'slightly' over ... the S*B employee took some parts out while I was looking elsewhere ... Of course I did not notice until I got home ... big disappointment after a 45 miles drive ...

He no longer works there as his 'people skills' for sure did not match those of TLG.

[TheLegoDr]

I guess it depends on how much over the top it was. I've been over, but they were like "that's close enough" and then they tape on the top. I've never heard of them removing pieces to the lid fits snug. They should at the very least alert you if they were going to have to do that. I understand not wanting to abuse the system, but there should be some leniency somewhere or it should be strict everywhere.