The LEGO® Store Annapolis — Local services in Annapolis

I don’t usually leave reviews, but this was honestly one of the worst customer service experiences I’ve ever had—especially disappointing for a store where friendliness should be the standard.

My husband and I went in to buy a LEGO set and wanted to get two of the same item, as one was meant to be a gift. One of the boxes was visibly damaged, so we asked a sales associate if there were more in stock. There were four staff members near the register chatting, and one of them told us those were the last two available. So we decided to take them anyway, despite one being damaged.

When my husband asked about a promotion (a sign said if you spend $160, you receive a free gift), the staff member responded with a visibly annoyed attitude. We weren’t sure if we would get one or two gifts since we were buying two qualifying sets. Instead of explaining, he snapped, “Actually, it’s $165.” (which is also wrong) We weren’t trying to argue—we just wanted clarification. I don’t know if he thought we couldn’t afford it, weren’t serious buyers, or were just taking too long in the store, but his tone was unnecessary and rude.

It shouldn’t be a problem for customers to spend time in a LEGO store. In fact, most stores encourage you to browse, build, and enjoy the experience. We weren’t doing anything out of line, yet we were made to feel unwelcome.

While we were paying, another staff member mentioned it was time to restock and started heading to the back. The same person who told us there were no more stopped her and gave her a look—like a signal—which I saw. It felt off, but I let it go and took the damaged box.

We left the store feeling disappointed and confused. We didn’t understand why we were being treated like we were a bother just for asking a few questions.

About an hour later, I called the store to check again if the item was in stock. The person on the phone said yes. I went back and saw it had already been restocked and was sitting on the shelf—so clearly there had been more in the back earlier.

As I walked in, I think I heard that same staff member mutter “oh shoot,” (not exactly sure the exact words) likely surprised that I returned so soon. I didn’t make a scene—I simply asked if I could exchange the damaged box. He then shouted and looked toward someone named Adam (or Alex?), possibly the manager, which was disappointing because this person had been present the whole time and had witnessed the entire situation without stepping in.

This happened on July 4th around 4:30 PM and we went back around 5:50 PM. There were three men and one woman working at the time.

I’m not sure if they were just having a bad day or if this kind of service is normal there, but the experience felt cold, dismissive, and borderline disrespectful. I really hope management looks into this, because it’s incredibly disappointing—especially in a store meant to bring joy to kids...

So I was always into legos as a kid. As a young adult, I still am. I like building speed champion sets especially. First of all, nobody engaged me. Which I think is odd since I figured you want to actively sell your product. All of the staff members were standing around the counter talking to each other. I asked about a finding a lego part and some how the manager just new without even thinking that she didnt have the part. I understand to extent, its probably a pain to search around in the bins, but it's the principle. None of the staff seemed to really know anything about legos and I dont think any of them are really lego fans. Great place to take your kids to have fun. Not so fun if you are a grown up who still collects. Shame because I have way more spending power then any child ever could. I think lego needs to get some more enthusiastic and motivated people. People who actually are interested in the product and know about the sets and retired stuff etc. Still bought 2 sets, but I'll skip the lego store and go strictly to online for now on. If you guys ever want a part time employee who actually wants to sell and know about your...

This is by far my favorite store in Maryland. Every time I visit, I am met by cheerful, knowledgeable staff. The employees are very happy to go the extra mile and check in the back of the store if you cannot find something you are looking for. If it is not there, they will give you an estimated date for the next shipment of sets. The staff are always prepared to answer any question you might have, and as I said before if they do not know the answer then they will go the extra mile and check. The shelves of the store are almost always fully stocked. If it were possible, I would give more...