Pizzazzz Toyz — Local services in New York

Unfortunately had the absolute worst experience at Pizzazz. I came here a couple of days after Christmas to get the Lego Mercedes G Wagon set because I had called around to the Lego stores in the area and everyone was sold out. I called Pizzazz because they are close to home and I was under the impression they were an authorized Lego dealer (more on that later).

I spoke to a woman who confirmed they had it and said she'd hold it for me. Later in the afternoon, I purchased the Lego set along with 3 packs of pokemon cards and 2 blind box Godzillaz. I was so excited to gift this Lego set of my fiance because i knew he had been eyeing it.

Fast forward to the next day when I gifted him the Lego set he immediately noted that the box had been opened and questioned the authenticity of the Lego set. I had no idea counterfeit Legos were even a thing so I was totally thrown off. I opened the box to see what was inside and matched the contents with half a dozen YouTube videos of unboxings of this set and they did not match. Upon further inspection, we noticed the bags of legos said "2017" when this set came out in 2024 and would not have been produced that many years prior. Obviously, this was upsetting and heartbreaking as they charged me not only the $250 MSRP but an additional $30 mark up. We attempted to call the store but they were closed.

We ended up going into the store today to make the return and immediately the cashier woman (a different woman than the first who had helped me) called someone on the women and told them to come over. The owner arrived with 2 younger looking small men and right away he was rude, accusatory and was trying to get me out of the store. He called the police, so I asked my fiance to come in and support me as I was surrounded by men on all side of me. My fiance stated that the LEGO set was counterfeit and the man accused us of scamming him by saying we switched out the legos. I told him that even the box was counterfeit. When I had looked online the day before I noticed that the boxes even opened differently. The owner admitted that this was his box and claimed he was an authorized LEGO dealer. I asked him for proof and he would not provide proof. I then also called the police and we waited for 1 hr for them to come. Unfortunately, the police were no help and said it was a civil matter.

While we were waiting for the police, I called LEGO directly because they are incredibly protective of their brand and I couldn't bear to think that children are getting scammed daily because they can't tell the difference.

The team at LEGO was very helpful, they immediately forwarded the report to their legal team, who informed me that Pizzazz Toyz is NOT an authorized LEGO seller. I'm not sure where they are getting their legos from, or if they were scammed as well but they cannot be trusted. I highly question if the toys in this store are legitimate at all.

Long story short, I'm now out $280 plus tax and was accused of being a liar and scammer when I was literally just trying to buy a hard-to-find lego set as a present. All in all, I am so disappointed in the experience.

Update after Pizzazz's response: the box itself was counterfeit meaning they sold us an entirely counterfeit item. Lego has been notified and is taking legal action...

First off I can’t believe how rude they were over the phone, especially for a toy store. I’d called to ask about their stock, and wanted to know if they sell for retail price or close to. Assume the markup will be insane over retail. I don’t mind paying over retail but some places are gouging, charging double or triple. They refuse to give a pricing over the phone to know if it’s worth the travel. Not to mention she had the worst attitude. I won’t be going to check it out, even though they have stock. There’s too many other toy stores to spend my money who provide great service and are looking to help their customer and not try and...

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