I visited the resort today with my wife and my 7 years old, with day tickets and other expenses (tickets, parking, snacks, souvenirs etc.) that had costed us a few good hundred pounds. I'm not going to review here like other customers, that both trains were not working today (hill train and park train) or the other attractions closed or inaccessible due to huge waiting times.
No, I'm going to review the bad surprise I had in the end due to being ill-treated by the employees and customer service at the stores near the entrance.
In short, I bought a Lego box and a key chain from the "Atlantis" shop while I was waiting for my wife and my son to get out of the submarine attraction.
The guy at the till explained to me very nice that if I wish the box to be engraved with a name of my choice on it, to go to the "Kids wear" store near the entrance and they will do it for me for an additional £4.99
As it was meant to be a surprise for my son, I left him with my wife in the Star Wars shop and I stepped into the "Kids wear" shop going straight to the till. It was no other customers at that moment there and I've told a guy called Darren about about being guided there from his colleague in "Atlantis" shop and what I wanted to do...
At that point he told me I have to show him the receipt, otherwise he can't do it for me.
I started looking in all my pockets and my bag and I've told him I was not sure if I kept the receipt and I pointed to him once more that I just bought the box from the "Atlantis" shop from his colleague minutes ago.
He didn't want to hear anything and he invited me to leave the till and move elsewhere until I find the receipt. I went in the middle of the shop and I almost overturned all the content of the bag on the floor until I found the receipt on the bottom of it.
Finally, triumphant, I returned back to the till where, in the meantime, I had a queue to wait for. When my turn finally came, I handed over the receipt to Darren and I asked him very politely which is the explanation he has that he couldn't engrave the box without to have the receipt?
What do you think he replied to me???
"We need to check that you haven't nicked the box from somewhere, you know?"
Seriously? So I would nick the box and then come back to the till and pay £4.99 to be engraved with my chosen name?
After a long and tiring day in which my family spend a few good hundreds of pounds to come for a day out to Legoland should I be mocked by a teenager employee, hired with the minimum wage on economy as Merlin company to make gigantic profits ???
No, this cannot be, I said to myself.
I asked for his name, I asked where I can make a complaint but the more I tried to get over the gatekeepers (all teenager or very young) I got walked from place to place and from person to person without anyone to try to help me or to take seriously into account my request to escalate to make a complaint.
I left the resort very frustrated today, with my thoughts on the company's leaders who fill their pockets with profit, employing young staff with the minimum wage and who does not care what services the customers receive. The customers who all pay for the money and from which the huge profit come.
Shame on you, Merlin and Legoland.
We deserve better treatment after long and tiring days in your resort.
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