So every month, Lego offers a free mini build at their local stores. We saw it advertised on both a flyer and our Lego calendar so made plans to go. I made sure to check the website to see if there was anything else we needed to know. And there wasn’t. This is the entirety of the information about the event:
So let me just share with you what I wrote to Lego when we got home:
I am very upset and also have a very upset little boy right now. We received the monthly Lego calendar and saw the “free monthly build” advertised for tonight so we told him about it and made special plans to go (our first time ever!) and he was super excited. I happened to check the website to see if there were any special details I might need to know and didn’t see anything. So off we went. We arrive, wait in what I thought was the line for the free kit (which I expected to have to wait in line so no big deal), get to the front pretty quickly (I was actually impressed, but how long does it take to hand out a pack of Legos?), and was stopped dead in my tracks: “Oh, you don’t have a book? That’s the other line.” Which I then noticed out the other side of the store—and was, of course by then, way too long to even think about getting in and receiving the free kit before they ran out since the line was crazy long. So then I had an upset kid because he’d been looking forward to this for days. So a big fat thanks, Lego, for advertising the crap out of this free build but giving NO MENTION WHATSOEVER (even on the minibuild website!) that you need the special Lego “passbook” in order to get it. I’m extremely disappointed and would hope you can rectify this in some way.
Truth be told, I had seen a few kids carrying these blue passport-looking books around but didn’t think twice about it since I never saw any mention of it. I googled when I got home, and see that the passport is a fairly new thing—but technically it’s just for marking visits to Lego stores. There is a place to stamp that you were THERE for the mini-build, but I saw no mention of it being REQUIRED to get the mini-build. So now I’m wondering if this wasn’t a corporate decision, but a store-by-store decision. Regardless, I was pissed.
The next day I received this response:
Dear Jen,
Thanks for getting in touch with us.
We’re sorry to hear that you had such a disappointing experience when you visited one of our LEGO® stores! The LEGO Group is dedicated to providing excellent, consistent service in all of our stores. It is only with your honest comments that we are able to improve our services to better service the needs of our valued customers, so thank you very much for your email.
As a one time exception, I have sent out the parts you need to make the March Mini Build! Please allow 7-10 business days for delivery as they our sent from our warehouse in Denmark.
So I’m very happy they are sending us the kit, but still disappointed they didn’t even mention the passbook issue. I’ll definitely be asking at the Lego store the next time we go in.