Poor Customer Service at LEGO Store Ruined My Shopping Experience
On July 26, 2026, between approximately 3:50 PM and 4:00 PM, my cousin and I visited the LEGO Store at Ankara Ankamall. We have been collecting the LEGO Fast & Furious series for a long time. After purchasing the Toyota Supra and Nissan Skyline sets, we wanted to complete the remaining models in the collection. When we saw that your store had the last two Fast & Furious Suki's Honda S2000 sets on display, we decided that each of us would purchase one.
To ensure that we fully complied with both store policies and standard retail practices, we intentionally planned to complete our purchases as two separate transactions. My cousin and I were prepared to check out at different registers, using our own personal LEGO accounts and our own individual bank cards. In every respect, these were two independent purchases made by two different customers.
At that point, a female employee who identified herself as the store supervisor intervened. She refused to sell us the products and approached us in a manner that was accusatory, disrespectful, and highly unprofessional. She repeatedly implied that we were purchasing the sets for resale, effectively accusing us of being scalpers, and questioned us as though we were under investigation. She also demanded our personal information and LEGO account details. Being treated with suspicion during a routine retail purchase and spoken to in this manner was both humiliating and deeply upsetting.
It is unacceptable to be repeatedly accused of misconduct in a situation where we had done nothing improper. We had no involvement whatsoever in the activities we were being accused of, yet we were reprimanded at the checkout and made to feel as though we had committed a violation. This disrespectful and confrontational treatment significantly damaged our confidence in both the Ankamall store and the LEGO brand.
I respectfully request that LEGO conduct a thorough investigation into this incident and the conduct of the employee who identified herself as the store supervisor. I also ask that appropriate action be taken if the investigation confirms this behavior, that I receive a written response explaining the outcome, and that LEGO review its employee training and customer service practices to help ensure that other customers are not subjected to similar treatment in the future.
