The LEGO® Store University Town Center — Local services in San Diego

I recently purchased a LEGO set and discovered that the instruction manual was missing pages 8–17. When I approached the LEGO Store for assistance, the initial staff member was dismissive and insisted that I look up the instructions online, showing little concern for my request. I asked for a physical manual, even if they needed to open another box. After a short delay, another employee, who appeared to be the manager, came to provide a printed version of the missing pages. While the manager was courteous, being offered a printout on letter-sized paper is unacceptable

Overall, this experience was extremely disappointing. The initial staff member’s dismissive attitude, combined with the inadequate solution, reflects poorly on LEGO’s customer service. I expect better support and proper handling of defective products. This level of service does not meet the standards one would...

It’s a typical Lego store like those in other cities, but what makes this one stand out is the incredibly friendly staff. They’re so kind and composed, even while handling a large crowd of visitors.

The store has a free play area for kids, which is a great idea in theory—but in reality, it gets quite chaotic due to the sheer number of children and the lack of supervision from some parents.

When I visited, I honestly felt bad for the staff. So many kids were playing wildly—throwing pieces, yelling, and making a mess—while the staff remained calm and polite the whole time, patiently reminding the kids what not to do.

I ended up taking my own kids out of the play area and just bought a small Lego set instead. Still, hats off to the staff for their patience and professionalism. You all truly...

I came into the store and went past the transaction counter to the pick-a-brick wall. Nahum and Erika were engrossed in a game of chess at the counter. Neither of them acknowledged my presence. Others who came in where greeted sporadically. If any customers needed assistance, they had to interrupt the employees’ game, which continued for the hour I was there. When I was making my purchase, both employees were curt. Nahum even directed numerous rude and sarcastic comments towards me. I will be going back to the store when the manager is present in order to discuss my very...