Toystore Nz

Staff member Jen was incredible with her customer service and support today. She was friendly and easy to understand, she knew her way around the IT systems to super quickly answer my LEGO query, she had fabulous solution based suggestions eg “You can sit in one of the rockers to do your online order while you’re here and I’ll go pack it straight away”, she was super fast to respond to my online order and had it all packed before I had time to think!I also witnessed her interactions with two other customers buying baby related gear and she was really nice with them, offering help and product support in a way that allowed the customers to admit they didn’t know and ask questions, and solution focussed suggestions and request for further feedback if any issues with product.Really incredible staff member to have fronting your business - Tino pai Jen!!

I placed an order for a Lego item 13th Jan which at the time was listed as in stock and available for delivery and click and collect.After receiving no updates on my order I called the store 19th Jan to request an update. I was advised that there was a human error with the stock count, and that there was an extra pallet expected to be arriving soon.The item was then apparently shipped however I received a call days later advising that the shipping company had damaged the item and it was no longer on it's way. I am awaiting contact details for the shipping company to confirm the details of this.At this point I was advised that FURTHER stock was going to be arriving and my order would come out of that. Keep in mind that this is an item that has been discontinued and NZ is no longer receiving stock for - this was confirmed with Lego themselves today.I have now recieved a call today advising that the stock expected from lego has been lost - a whole pallet even - they don't know where it is but it isn't coming anymore and my order will be refunded. My money has been held for almost a month and I do not believe this stock was ever coming.This has been such a run around and an extremely disappointing experience. I do not recommend ordering online from this store.