The LEGO® Store Richmond Centre — Local services in Richmond

It was my first time entering this Lego Store location yesterday (02-22-2022). I was amazed by the variety of collections they had and their vast units compared to other locations I’ve visited in the lower mainland. I was greeted by a lovely young male associate and we had a wonderful conversation about why he loves working there. Based on my greeting experience with this awesome associate, I thought I had a good feeling about the rest of this customer service experience. My bf and I weren’t planning on purchasing anything but he wanted to get a keychain last minute. A middle-aged lady with blonde hair and glasses rung us up and I gave her my new Lego VIP card I had just signed up for over the weekend at a different location. She scans my VIP card and notifies me that I haven’t activated it with my confirmation email. I was stunned and told her I didn’t see it in my inbox and that it may have been in my junk mail and that I would for sure and obviously activate it when I get a chance and I was going to tell her to not worry about the VIP card and to continue on without it. However she impolitely and abruptly cuts me off by raising her voice to double explain herself and tries to dumb down sarcastically to me that without activating it I can’t get rewards/points and that the card won’t work. (I clearly comprehended the first time when she told me about the status of my VIP card).

As a person of colour born & raised in Canada who speaks FLUENT English and in the field of Education, I was so embarrassed with the way she spoke to me specifically and indirectly to my bf. Even behind a face mask, I was so stunned and my face was extremely red from this unnecessary treatment whether that be related to poor communication skills, judgement or racism. I just wanted to end my experience right there on while our transaction didnt go through yet. I calmly tried to stand up for myself repeating that I completely understood the whole VIP procedure but I really felt I was being disrespected as a customer. As much as I had the impression I’d be returning back to this location again, I am hesitant to ever return because I have never experienced such horrible customer service and treatment at the cash register. I do hope there are changes for improvement with their customer service where I do want to encourage upper management to address this review with this team and living up to their brand’s mission statements especially the following:

Caring Caring is about our desire to make a positive difference in the lives of children, for our colleagues, our partners, and the world we live in. Doing that little extra, not because we have to – but because it feels right and because we care.

The LEGO® Promises

People Promise We care deeply for our people who are part of making LEGO® play experiences possible and are committed to upholding human rights and ensuring safe, healthy and respectful workplaces for our employees. We strive to champion responsible business principles across the company.

Looking at the one star reviews of this location, there seems to be a consistent theme of racism being presented from other customer experiences which should not be overlooked. At the end of the day regardless of WHO your clientele is, employees who represent this brand should ideally model what they stand for and provide a customer service that aligns with those beliefs. Whether management take proactive measures with re-coaching or giving a warning to those involved, this type of customer service treatment is unacceptable to all who step into that...

"Terrible Experience in my whole life"

Today’s experience at the Lego Richmond location was one of my worst shopping experience in my life. My friend M called the shop this morning. She wanted to purchase “Winnie the Pooh” and “Spring Lantern Festival”. The shop told my friend that they could only hold those product for one day only. Because my friend M was really busy today, she told me to pick up those product for her at the shop. When I arrived at the shop, I used my friend M’s VIP card to purchase those product. However, When I was trying to buy another set with my own VIP card, the cashier refused to sell me those product. When I asked him why? He stated that there is a “One set per customer” rule. I explained to him that one was for my friend, and the other was for myself. The store also didn’t mention that I couldn’t pick up my friend’s order for her over the phone. I was really frustrated, so I asked to speak to the store manager. The cashier got the assistant manager to speak to me. The assistant manager seemed very impatient the whole time. He told me that customers can only purchase one set if the product is new, which I’ve never heard of at any other stores. He also said he could only refund my friend’s product and let me purchase that under my own VIP card. I asked him where is this “one customer one product” rule on their website? He kept repeating “No, I did not say that’s our rule, you said it yourself”. I felt I was being discriminated because English is not first language. He was obviously playing with words there. His words didn’t match his actions. When I told the assistant manager I was going to stick with online shopping going forward, he said “go ahead”. Is that how I should be treated? I felt like as an assistant manager, he could’ve offered me a better answer and provided better service. What surprised me the most was after this incident, my friend M felt sorry for me and went to the Surrey Lego location. She used my VIP card to purchase the lego and she even brought 2 set of “Winnie the pooh “by one VIP card . WITHOUT ANY PROBLEMS. What is this double standard? Does the Richmond location have any special privileges so they can have their own rules? I am really upset and disappointed today. Both my friend and I are big fan of Lego and we did not expect something like this would happen to us one day. I would like you to provide me some feedback on this incident and let me know how you are going to correct this. Please get back to me...

I had a horrible experience with Richmond Centre (Vancouver) Lego store today and it even made me cry. I felt that I was being treated differently. I am looking for mini-figures pink elephants from the building section for a long time because I need that to make a heart shape as a gift for a friend. So when I know the Lego Richmond store got restocked; I called at first time and double-checked. I asked if there has limited quantities to buy. The man who picked up my phone told me he can hold two packs for each person if come today, and if there still have some left and I can still have more if I want. I understood, so I came there as quickly as possible. But when I arrived, I've been told I only can have two packs today even there still have more. I saw the store have at least two big boxes of pink elephant mini-figures. I don't understand why he told me in the phone and in store is different, is because I have asian looking so when he saw me he changed his mind? Or is there has some particular customers they want hold for? I've never know the real reason for the behaviour that he had although they give me the reason is that they want more people to get this tho. However, even he wants more people to get is his willingness. There is no policy or reminder that customers can only get two packs of mini-figures per person per day. I understand it first come, first serve.

There is no policy or reminders that customers can only get 2 packs mini-figures from the building section per person and per day.

Changed what he said When I arrived, was that discrimination when he saw particular appearance?

Is there have some other customers he prefers that want to hold products for them?

I had a horrible experience with this store today really.

(He insists that he never said if there more I still buy them today. However, the conversion happens in half an hour, I remember what I said and...