The LEGO® Store Arundel Mills — Local services in Severn

It's with a heavy heart that I have to leave a poor review for this location now. I'd been going for over five years and, to be honest, I should have left a 5 star review ages ago.

However, things have massively changed in the past year at this store in particular and it's beginning to be more noticeable. The staff is friendly of course; it's more the processes and the feeling like they can literally only ring up your order.

In the past, I've had issues with my VIP card and a gentleman took a good 45 minutes assisting me, calling up the service center on my behalf and helping me get my account all back in order, as well as getting all of my previous points I had earned onto a new account. He was genuinely the best staff member I had ever worked with at a Lego store and I sincerely wish I could remember his name to give him a big shout out. He certainly deserves it. He's long since left and I imagine with his gravitas that he's off doing bigger and better things.

The folks working there now simply don't seem to care and do precisely, exactly, what the job description entails. Greet customer -- ring out customer. I walked in two days early for the Venator release, thinking it was that day. My mistake, I should have checked the date better. I questioned a staff members if I was able to reserve one, as I have reserved Lego sets at this location several times in the past. The VIP program even lets you sometimes pick these up a few days early with the Early Access program.

I was told unfortunately they have done away with this program and I would have to come in Wednesday, on release day. No problem, things change, I can accept that. I return on Wednesday and see the Venator in the window, fully built and displayed, with a large sticker that says "LEGO VIP EARLY ACCESS -- GET THIS SET OCT 1 - 3 BY SIGNING UP TODAY" or something along that line.

Peeved by being told I was unable to reserve one, yet a large sticker dictating I could have done so, I brushed it off and walked in. I didn't see any out on the floor, assuming they had them in the back. They did the same with the huge Millennium Falcon set as it was a massive box. I'm told that they don't have any at all, and they're arriving later in the week on shipment day.

I asked if I could reserve it as the sticker states outside and I was told that I could not pay for it in advanced and would have to come back on their next truck delivery day. Despite what the sticker stated (on the very same model I expected to be able to purchase that day, which was release day), I could not reserve or pre-pay as I've done several times before at this very store. I was told there was nothing more that could be done and to come back on truck delivery day.

I don't know if the issue is the staff's capabilities being weakened by Lego Corporate, or the staff have merely been replaced by progressively lazier individuals. Regardless, I feel unwelcomed at these stores anymore, outside of the mandatory friendly greeting. The gentleman who helped me several years ago fix my account -- his level of service, I would never, ever see from this new staff. Anything more than "Good [time of day]" and "That'll be $xxx.xx" I feel would be asking way too much of them.

If this is the new norm, so be it. There's nothing I could be able to do about it. I'll merely purchase sets online if I intend to purchase on release day. I just miss the friendly and inviting atmosphere that this particular Lego store used to have. That is unfortunately gone now. Customer service has long been a thing of the past.

Other than that, the store is always well cleaned. There's an excellent selection to choose from and I do get excited to go and visit. It's a fun place to browse as they typically have a variety of nearly every Lego theme you can think of. They just need to fix a few things.

Thanks for reading, hopefully something...

There’s a reason why this store has 4.7 stars.

Visiting the LEGO Store with my daughter turned out to be one of those truly unforgettable experiences that you don’t plan—but end up treasuring forever. We were simply strolling by when, to my surprise and pure luck, I spotted the Nike Dunk set I’d been searching for. I walked in, and from the moment we entered, the energy and hospitality were off the charts.

We were immediately greeted with warmth and smiles, but it was at checkout that the experience took a turn from great to exceptional. That’s where we met Nick—someone who made an impression I won’t soon forget. Not only was he knowledgeable, but his excitement was contagious. He mentioned the “Build Your Own LEGO Logo” experience, and from that moment, my daughter and I were completely hooked.

Enter Nicole—an absolute gem. She guided us through the entire build process with incredible patience, especially with my curious and imaginative 5-year-old. Nicole didn’t just help us build a logo; she helped build a memory. Her kindness, attentiveness, and genuine care turned a fun activity into a shared experience we’ll always cherish.

Every team member we interacted with had an answer to every question—honestly, it was shocking how helpful and informed everyone was. The level of service, attention to detail, and pure joy from the staff made us feel like VIPs.

Thank you to the entire LEGO Store team—especially Nick and Nicole—for making our day so special. We walked out with a cool set, a custom logo, and hearts full of joy. We’ll...

⭐️⭐️⭐️⭐️⭐️ Amazing Experience at LEGO Arundel Mills – Shoutout to Ayunnah and Craig!

I recently visited the LEGO store at Arundel Mills, and I can’t say enough good things about my experience! From the moment I walked in, I was greeted with such warmth and enthusiasm by the staff. The store itself was incredibly well-stocked with all the latest sets, exclusive releases, and a fantastic selection of new bricks in the Pick-a-Brick wall. It was a LEGO lover’s paradise!

What really made my visit stand out, though, was the exceptional customer service. Ayunnah and Craig were absolutely fantastic! They were so friendly, knowledgeable, and genuinely passionate about LEGO. Ayunnah helped me find a hard-to-get set I’d been searching for, and Craig gave me some great tips on organizing my LEGO collection at home. Their enthusiasm was contagious, and it made the whole shopping experience even more enjoyable.

The store itself was clean, well-organized, and had a great vibe. It’s clear that the team here takes pride in what they do, and it shows in every detail. Whether you’re a seasoned LEGO builder or just starting out, this store has something for everyone.

Thank you, LEGO Arundel Mills, and especially Ayunnah and Craig, for making my visit so memorable. I’ll definitely be back soon – you’ve got a customer...