Overview

Wanted to place an order for pick up in store. I had 2 items that were eligible for a promo code for 23% off. My son was excited and asked me to order this. The only thing was; the code didn’t work. So I went to the chatfunction and the employee said I had to try a different device. So I tried, but it didn’t work. So again the chat. This time I was put on hold several times (even the chatmachine asked me ‘are you still there?’). This second time they said I had to remove cookies and try another browser. So again I did (even 2 browsers and 4 devices), but again it did not work. So I contacted customercare by mail. They said “sorry, the code is expired”. And that’s just it. Funny thing: the code is not expired at all! They still advertise with this code. So I sent email 2 and then they said I had to apply the code at check out. Well yes I know! But it’s not working! The reply on that mail was ‘code is expired’. But it’s not cause it’s still on the site showing. How many employees do I have to ‘speak’ to till someone really gets it? They are not there to help you, they are just there to answer you with whatever, but resolving the problem is not their job. The mails must be answered by bots, because there is no personal thing in their answers at all. I personally never want to buy here again, but it’s my little boy who will be punished if I did this. He’s paying this from his pocketmoney, so bothers me even more.

Ordered a limited Kuromi w/Sleeper. Received the box and ONLY the sleeper and certificates were in the box. Emailed them and received a reply stating they were out of stock and would do a "partial" payment if I wanted to keep the sleeper (WHY WOULD I KEEP THE SLEEPER?!). I requested they check their facility or find out if perhaps it would be coming at a later date. NOPE. They did not try and track it at all. Did absolutely NOTHING to assist except send a form email. Tried to call them via telephone several times and all times it rang several times then disconnected. I would not suggest purchasing anything online with this company. They have no integrity whatsoever - I see numerous complaint about this type of thing happening (researched reviews after the fact). I am amazed that they only produced a limited amount of what would be a "hot" item. Shame on you Build-a-Bear. My daughter is on the spectrum and suffers from BPD and had a major break after opening basically an empty box. It caused much strife and emotional damage and it took several hours to even remotely calm her down. I'm sure there will be no accountability for the harm you have done to my daughter. Do I want a refund? NO - I want what I ordered and paid for! Even if THEY have to go on eBay and purchase it from a "scalper" for the ridiculous price of over $100! Without a doubt the worst experience EVER. Never again Build-a-Bear - NEVER AGAIN.

I ordered a limited-edition bear from the American website, as the bear was unavailable in Australia. The bear was not packaged properly for international postage. The bear was placed loosely in a box and so when it arrived, it was damaged. I contacted Build-A-Bear and was told they would only refund the cost of the bear if I posted the bear back to them. I explained that was not viable as postage was expensive and I would be out of pocket, even after a full refund. I emailed several times and was told the same thing. Build-A-Bear then emailed me a free postage label, but that was useless as it was only valid for postage in the USA. I was only requesting a partial refund to cover the cost of having the bear fixed so that it would be presentable. Build-A-Bear is now not responding to my emails. Build-A-Bear was at fault because they failed to package the bear securely. I would highly recommend not dealing with this company.

No longer the Build a Bear it used to be. Low stock in the stores, bears not as nice as they used to be. Only one type of bear in white which was not available in the store. Ordered bear online from the local store. Item never delivered. Called store numerous times, item had to be re-ordered, still waiting. Wanted a plain shirt with monogram, no longer available. Had to order shirt from another vendor.

We visited the Cardiff store with my 7 year old ASD son, the staff member who helped fill the bear for him sneered and ridiculed him for putting his hands over his ears because of the noise of the machine. That not being enough she continued with sniggering at him and then made a snidey comment towards me about how I clearly don’t hoover my house then if he can’t cope with the sound of their machine. Absolutely disgusting behaviour towards any child, to ridicule and embarrass anyway in this manner is abhorrent, let alone an autistic child. Never have I come across such tone deaf ableist behaviour in a shop. Utterly shameful.

Went to build a bear with my 2 daughters (4 and 2) this past weekend and was truly touched by how good of an experience we had. The staff at the natick, MA location clearly knew how to let kids be kids and were very patient as we took forever to choose which plush toys we wanted to build. I saw the look in my 4 year olds eyes during the heart ceremony and know it’s something she viewed as magical and will remember forever and even the 2 year old got into it. Despite having hundreds of kids roaming through per day they kept the store surprisingly clean and overall offered an amazing experience that we throughly enjoyed. Customizing toys is an amazing business model and the way they gear it so effectively towards their customers (big and small) is incredible

AWFUL customer service. The item I ordered was delivered filthy dirty so I contacted them. All they could offer was a return and they REFUSED to refund my shipping fee - even though the item was damaged! Will never order from them again. Very disappointed with the very poor service and the quality of the item. They clearly don’t care about their customers in the UK!

Placed an order on Feb 25, 2023. Shipping said delivery March 16, 2023. It is now March 21, 2023 and delivery date is now April 10, 2023. Contacted customer service and all they told me was delivery date is April 10. Very dissatisfied!!!!

My daughter wanted to buy a bear from the B-a-B vending machine at JFK airport. When selecting the bear the display mentioned it was out of stock, even though the bear was sitting in the window, ready to be sold! So she was VERY disappointed. After our return home I contacted customer support about this and if they could offer a solution. The only positive thing is that they respond quickly, but the respond was completely useless. Sending a link to order online (but we do not live in the USA or UK, so I can not order online, I already told them that), plus if I would be able to order the 15 USD bear would cost over 30 USD instead because of shipping and taxes... After getting back to customer support about this I got a standard reply that due to shipping restrictions... etc. etc,, it was currently not possible to order online in Europe... So nothing about the issue that arose at the vending machine or any support offered from Build-a-bear. Very disappointed.

Ordered online since we live so far from a build a bear for my son and niece and nephew. Paid extra for expedited shipping and my order still hasn't been made. Tried to get the order canceled and was told I had to wait until I got the product and then started a return. My order was supposed to arrive on the 24th of February and still nothing. I Will not ever order from this place again.

Worst customer service! Tried calling to ask question regarding shipping. Was on hold for over 20 minutes and still holding. Chatting was no better. Never answered question just provided link.

Went in for a birthday bear for my 2 year old! Picking and filling the birthday bear was a lovely experience for my little one and choosing an accessory was fun. However on payment the staff member was rude to me told me ask how old she was I clearly stated 2 years old yet she said she's 3 she's just put 3 fingers up. (this did not happen as my 2 year old does not yet know her age on her fingers) The cheek I was actually charged £3 and not the £2 as well as the accessory item. Yes it only £1 but the rudeness and principal is absolutely disgusting I will definitely AVOID BAB in the Trafford Centre. Completely spoiled my experience. Never again

Absolutely appalling customer service. Outfit arrived completely loose in the shipping package with no hanger and no packaging. Looked like I'd bought it from eBay. Waited 40 minutes to get through on phone about returning it despite being told 30 minutes before that I was next in queue (obviously a lie) and finally gave up. Also they are BREAKING UK CONSUMER LAW by saying that shipping costs will not be refunded. I will be contacting Trading Standards about this.

We received our LOTR bears; Gandalf and Frodo, all the way over in Australia. We're very happy with the quality of the bears, so soft, and the audio is good. When I first purchased the bears, a double deduction came out of my account. I contacted customer service, and they were very friendly, prompt and helpful - the second deduction disappeared within a few days.

Me and my partner came in a few days to buy a gift for our friends new born daughter. As soon as we entered the store we were greeted with a smile our experience was lovely and we couldn’t have been happy with the customer service we received my partner was wearing his frozen shirt and a worker ‘Johnathan’ was so lovely and was talking to him about frozen the lady that stuff the bear for us was amazing and so friendly her name was Penny. Our cashier Mya was also amazing and so helpful. Couldn’t be happier with the experience.