1/5 Kat Y. 2 months ago on Google • 1 review New
I
am
writing
to
express
my
disappointment
and
concern
regarding
an
incident
that
occurred
at
the
Fairview
Mall
Lego
store
this
afternoon,
around
2:35
pm.
My
family
has
been
loyal
customers
of
your
store
for
over
the
past
4
years
(we
visited
almost
every
2-3
weeks),
during
which
time
we
have
purchased
over
50
sets
of
Lego
products
from
this
store
only.
Normally,
my
child
would
touch
the
pieces
at
the
"pick
&
build"
section
without
playing
or
building
anything,
and
similarly
at
the
mini
figure
section.
Today,
my
5-year-old
son
was
visiting
the
"pick
&
build"
section
at
the
store,
where
he
was
happily
playing
with
4
to
5
Lego
pieces
in
his
hands.
However,
to
our
dismay,
in
less
than
5
minutes
staying
at
this
section,
the
store
manager,
Duncan,
approached
him
and
curtly
informed
him
that
"this
is
for
selling,
not
for
playing"
(no
other
words,
no
"hi/hello").
While
I
understand
the
need
for
monitoring
the
"pick
&
build"
section,
I
was
confused
by
the
inconsistency
in
enforcement.
After
putting
all
these
4
to
5
pieces
back
to
where
they
belong,
I
saw
that
within
1
metre
from
my
son,
there
was
a
boy
(around
10-year-old)
building
a
"house",
yet
the
store
manager
did
not
approach
him
with
the
same
directive.
This
boy
left
the
"pick
&
build"
section
shortly
after
Duncan
approached
my
son.
I
took
a
picture
of
the
other
child's
creation
and
I
believe
that
the
other
child
must
have
spent
5
to
10
minutes
building
the
"house"
without
being
educated
about
"this
is
for
selling,
not
for
playing".
I
am
attaching
a
picture
of
the
other
child's
creation,
which
was
left
behind.
When
I
questioned
the
manager
about
this
discrepancy,
I
was
informed
that
it
was
store
policy
to
monitor
the
section.
However,
this
explanation
fails
to
address
why
my
son
was
singled
out
and
reprimanded
while
the
other
child
was
allowed
to
continue
building
without
interference.
Never
before
have
we
encountered
such
a
rude
treatment.
It
was
disheartening
to
witness
a
store
manager
speak
in
such
a
manner
to
a
little
child.
If
it
is
indeed
your
store
policy
to
regulate
the
"pick
&
build"
section,
I
respectfully
suggest
that
signage
be
prominently
displayed
in
this
area
to
inform
customers
of
this
policy.
This
would
eliminate
any
ambiguity
and
ensure
that
all
customers
are
aware
of
the
rules.
Additionally,
if
staff
monitoring
is
still
required,
it
is
imperative
that
it
be
done
fairly
and
consistently,
without
singling
out
certain
individuals,
and
in
an
acceptable
tone.
I
hope
that
my
feedback
will
be
taken
into
consideration
and
that
steps
will
be
taken
to
prevent
similar
incidents
from
occurring
in
the
future.
As
a
valued
customer
(I
wish
I
am),
I
believe
in
the
importance
of
providing
constructive
feedback
to
help
improve
customer
experience.