John Lewis Enchanted Grotto - Has anyone been?

[SugarCookieMonster]

I booked tickets for the JL Lego Santa’s Post Office themed grotto, which for 2 adults and a child came to £41. In the description it says the child gets a Lego set and I wondered if anyone who has been could let me know what it is please?

One person on our local paper FB page said it was a Dragon 3 in 1 set that retails for £8. I wasn’t expecting a huge set but for £25 a child I was hoping for something a bit more Christmas Post Office theme related!

DH suggested cancelling and going to a different grotto for half the price but I just wanted some info on it the experience is worth it.

For my two year old she got a Duplo set of a lion and cub and a penguin and baby penguin. My four year old got Lego which was cartoon fruit and food, so not very impressed with his.

@Sillysoggyspaniel this is my worry. DS is 7 so I’m assuming any of the smaller 6+ sets could be given. For £25 a ticket without the photo I’m not sure an £8 set is great value!

Was the experience itself good?

Yeah you're not getting close to the ticket price. It was nice, the balloon bit is a bit non existent and then there's a nice room with fluffy cushions where the elves tell terrible jokes - that felt a bit forced. Then they go into the post room and have a play and make some bits and bobs freestyle from Lego. Then they put those on a shelf for Santa to see later and go through to see Santa. Our Santa had a good fake beard but was clearly about 25, which was a shame as the stories with Santa we did at John Lewis the year before had an excellent Santa. Overall I felt a little underwhelmed I think, but to be fair the kids have still enjoyed the toys and like Lego so enjoyed the free play bit. It didn't feel rushed which was good.

It was really lame - we took two children. All in all only 20 minutes - we hung back to see Santa last and got the Lego gift you describe and a box of random Lego.
Would not recommend or do it again!
the grotto was definitely not enchanted!

Just following up in case anyone else has booked and wants more info.

The experience itself was OK, but not the best we’ve had. There are 2 rooms you go through before Santa. A cloud space where the elves talk to the kids and try to get them to join in with singing. Then a post office room which has a logo/duplo wall to create something and 4 child size desks with colouring in pages. Once your child has made something they can go through to Santa.

The Santa looked great but was a bit 🤨. He made a big deal about DS7 wearing a Grinch top rather than a more traditional Christmas top. Then he said that he was naughty when he was younger and the elves used to chase him around and tell him off which just felt a bit odd! They let you take your own pics (which was the one big positive) and did a group one on their camera.

When we went to the desk to look at the photos the ‘elf’ was quite rude. DS coughed and she immediately said to me “Is he sick?” with a disgusted look. I said he just has a cough (it was boiling and triggered his dying cough) and she immediately produced hand sanitiser, held it out telling him to have some. Which would have been a kind act if she hadn’t treated us like lepers. I get that being around sniffling kids all day isn’t ideal but maybe don’t be a grotto elf?

The gift was a mixed box of food creations selling for £6.98. I’m not impressed with that for £25 a kids ticket.

I wouldn’t book this experience again. Most of the staff were lovely and they tried to make the most of what they’d been given, but it wasn’t worth the price.

We went to the Lego shop afterwards and bought 3 minifigs for £6.99 which DS said that was the best part of the day!

I complained vigorously and they very reluctantly refunded half of what we paid.

I agree the staff did the best they could - but I felt the whole thing was vastly over promised and under delivered

@Lewiscapaldiscat yes I agree. I originally read the description as you received an exclusive Lego set (others on FB did too) but when I read it carefully it says the theming is based on the exclusive set and you receive a special set.

Did you complain in person or phone/email?

Email. Took a few! But I think it’s important to give the feedback!

i was carried away by the Lego!

Very disappointed by this. We did the grotto 3 years ago and it was fantastic - as well as a much better Lego set, the child got a mini tree which they could decorate and take home. I’d expected the publicised craft session this year to also be something the kids could take home - perhaps a guided make of a Lego ornament or something - not just Lego free play and colouring in.

We also got the food creations box. Which seemed a little young for a 6 year old, as it’s a 4+ kit, but he actually liked it so can’t complain too much about that.

@LighthouseLED it’s a shame it’s gone downhill since your previous visit.

We normally go to one in the town centre which is about £10 but I got sucked in by the Lego theming for DS.

Thanks @Lewiscapaldiscat I’ve just emailed them so I’ll see what they say. If nothing else hopefully they’ll improve things for next year and the poor unsuspecting people who book!

Also I couldn’t believe how overstaffed it was. We had 6 elves in total working the 2 rooms, one ‘managing’ the queue and 2 on the photo desk. No wonder it was so expensive!

Omg us too! So glad I found this thread. The reviews on Facebook are piling up too and same on their Google page I thought it was just us. My children were gutted they were expecting a Christmas themed set even a small Lego bauble or something not a fruit creations set

Who did you speak to? I need to complain today
did you also get the Lego fruit set thing? What a load of crap :(

Omg our Santa was about 18 😆 it was ridiculous - I think we may have been at the same one perhaps what a bloody mess

So, I sent an email on Sat evening and also had a survey email on Sunday in which I repeated my issues. I got an email response today confirming a 50% refund and an apology. I’m not 100% which triggered the refund but either way make sure you let them know if you had a poor experience.

Big thanks to @Lewiscapaldiscat 💐

Oh this is brilliant is this from John Lewis or the Eskimo Jo company? Which email address did you use please?

@VividSnake i emailed [email protected] they were pretty quick responding. Good luck x