I waited in line for awhile, but thats fine, its downtown Disney, its busy. It finally came to our turn, but as were being helped the customer that had been helped before us came back for an exchange...the rep just handed us a bag and said pick any charms you want and left to take care of the previous customer. I had no idea how the process worked so I was left to my own devices. I paid and the rep barely even looked at me or thanked me.