LEGO® Store — Local services in Tysons

Been coming here for a long time shopping for my job and this is the first time that we didn’t experience good customer service. And fortunately it was with a “manager”, FRANCIS.

We regularly make large dollar purchases at this location (we buy sets in large capacity to support programs) and the person who assists us usually will throw in a freebie either based on current promotion, sets purchased or dollar amount spent. Cool. Not a huge driver of our business, but something nice and noticed over our many years of visits.

So I asked as we were being rung up today if we qualified for any freebies (doesn’t hurt to ask) and she looked through two of our bags and abruptly said no. And I said, with all the money we spend here we don’t qualify for anything? (jokingly, but genuinely curious because we have always gotten a small little mini bag or something based on what I mentioned above. We are spending upwards of $3,000 most trips and buy a variety of sets) and she says no again.

So I say, where’s the manager, (again, in jest because her delivery was very off putting) and she says I’m right here with a smile as if that doesn’t make the situation worse. There were just snide comments back to back, but then when she checked the first bag she rang up again (we had five bags full of legos) we actually did qualify for something and if I hadn’t asked we wouldn’t have received it.

Oh! She also made a comment that she only saw one person with the card when I mentioned how much we spend at the store and how often (referring to our boss, who does in fact control the card, however, as a group we let him know WHERE we’d like to use it :) ).

I’m not sure if she thought her delivery was coming across cute or tongue in cheek, but it was actually the opposite and our group was turned off. We will likely move our business to the Springfield location if this is the type of customer service displayed by a “manager”. The other people we’ve interacted with have always been extremely kind so this interaction was disappointing.

But I guess being facetious was more important than being professional. Especially when we did in fact qualify for a “free” item. Legos are sold in some many types of stores (Walmart, Target, Microcenter, etc) I don’t have to go out of my way (and pass all previous mentioned) to go to a mall if this is the treatment. What a silly...

I’ve had many experiences in this store. I’ve never been motivated to share thoughts as I usually only do when there’s something overwhelmingly positive or extremely negative. Usually the experience here is a lot of people running around, looking busy, ringing people up, and being asked upon entering “What brings you in?”... other than Legos... I’m usually there for nothing else.

Anyway, my six year old son received a $20 Minecraft set for his birthday (already had) as well as a $25 Lego gift card. The set was new in the box, sealed, etc. I went to the store hoping to get credit to add to the GC and call it a day. However Tony told me this wasn’t possible without a receipt or gift receipt and it’s not policy, etc. When I asked why he stated because he didn’t know where it was bought or when. Usual unwillingness to help explanation, that all but shuts down a customer. That part I get to a point.

I work in customer service too. However the things I deal with are in the tens of thousands of dollars, it’s a $30 billion company. Given Lego is $14 billion, but that’s beside the point. We have policy and procedure too. We work with our customers especially if there’s an ability to make more money from the situation. It’s definitely annoying that a simple business decision couldn’t have been made. I informed Tony I wasn’t looking to scam anyone and that I’d be glad to take the lowest price it’s been. He still declined.

I know Tony’s just a guy in the store who doesn’t “make” the policies, but I can’t imagine that he’s not given to he ability to make decisions, especially over $20. I wonder if the guy he was speaking with at length before me buying the Star Destroyer would have been treated the same?

We left the store without spending anything.

I could go on, but why bother? Consumers get screwed every day and pushed to the side on these matters. If you think this review is petty or out of line feel free to read my other reviews. I’m pretty grounded in reality, and...

Rarely do you go into a retail store and feel like the employees genuinely enjoy working there. But, this location is different.

My mother and I visited the store on Friday, March 29th. It was mid-day and pretty busy in there. I'm guess maybe pre-Easter rush? All in all, it's not too much different from other Lego stores. They had a good selection, very clean, and nicely spread out so even thought it was busy, you didn't feel cramped.

We were warmly greeted upon entering. After looking around a bit a we were approached and asked if we needed help. I explained we were just looking and the one set I was interested in wasn't due to be released until 4/1. The young man leaned in and asked if I'd like to see it as a preview as they had them in the back. Of course I said yes! He brought it out and we talked over some of the Easter eggs in the set and the mini-figs. It was evident he was as excited over the set as I was.

My mother was shopping for my nephew and we settled on two medium Jurassic Park sets. Once again, we were approached by another employee. She asked if we'd like to place them behind the counter as we shopped and happily took them over.

We finally settled on our purchases and checked out. We received the little gift with purchase so both grandkids could have a set. The gentlemen that checked us out was super friendly, fast, and informative.

All three employees that day just went well above and beyond and really do a huge service to the Lego brand. In a world were great service in retail is a rarity, its nice to see people who really take pride in what they do. Good job...