Full review
I'm quite the collector of Lego sets, I prefer to purchase the Star Wars collection edition sets, those are beyond amazing, the detail that goes into them with all those pieces and they're loads of fun to build. So I've been using Lego since... a long time. Ten years, maybe plus.
Back before my family had internet, we couldn't tell if a certain set was in stock, because all we had were the shop at home catalogs. They, very friendly and helpful, let us know if the item was not in stock. Which helped. And they waited while the 8 year old child flipped through the magazine looking for another set to fill that empty spot.
Online, I've never had a problem. Everything goes smoothly, they send a confirmation e-mail, letting us know that the set(s) have been shipped. If there's any problems, they're happy to correct them. Such as a few times I sometimes am missing a piece from my set; a while back I bought the newest version of Boba Fett's Slave 1 at my Wal-Mart, it was missing one piece, and they sent me the piece I didn't have, plus another extra one. Also, another time I was missing a piece from another nearby store purchase, they sent me the piece of I needed... and then another piece. It was a Snowspeeder, I was missing the harpoon cable drum clip, the part that holds the spinning drum in. The drum winds up the cable. Well, they sent me the drum and the clip. So that was nice. But most of all, those extra pieces came in 2-4 days, very fast.
Their site is being constantly updated. They sometimes have eBay auctions, sets made by Lego creators themselves, one of a kind sets and they sell them on eBay; you can view the past items and the ones they have up now (if any) from the site. The site looks nice, it's been through a few layout changes which give it a nicer look. Lots of options for paying. They have sales that can only be seen there, sets they have for 50% off. You'd need to go online to see them, they offer a neat view on all the sets.
Most large sets they have programmed a 360 view of. Which is simply amazing, you can zoom in and out on the set, spin it and really get to see what it is before you buy it. I've used the 360 many times to see what kind of pieces it has and what it does before my set arrives.
Overall, Lego is very a professional and enjoyable experience, online and off. They've kept me coming back for years, and I plan on many more.