Build-A-Bear Workshop

I placed an order at the end of November and it was supposed to take a week to send out. I ordered a bear, a shirt, a voice recording, and a gift box to add to the experience. This was the first time I had ever ordered from them and I was excited. Two weeks later and my order still didn't ship. 3 weeks later and it just shipped. I get the package, and I am missing the gift box I paid for. I had tried contacting them via chat bot and requesting to be transferred to agent. It kept saying no agents available and someone would respond to me within 48 hours and no one ever did. I reached out several times before this on several different days with no response. Finally I get through to someone and they say they can send a box to me. But it's 2 days before Christmas and I said unless it gets here by Christmas it is pointless. So she says she will refund me for the box. I go on to say that I am very disappointed and she says that they can send me a 10$ gift certificate. I said no thanks because I won't be shopping here anymore but it would be nice if they could credit my account for the 10$ and then she ended the chat on me. This whole experience was frustrating and I am really disappointed. Customer service is horrible, they cant get a simple order right, and you wait forever to receive what you purchased (if you're lucky and they don't mess up). They don't care about their customers. They are just greedy like every other business.

Last week, I came into the build-a-bear at the Avenues in Jacksonville, FL. We took advantage of the pay your age offer. Unfortunately, my oldest was not feeling well and didn't get to finish. We took the stuff animal home to return this week and get is stuffed. Wanted for him to have a nice experience. Today, we returned and he was so happy and looking forward to the experience. Needless to say it was a horrible experience. As we were getting the bear stuffed, a lady stands next to the stuffing station and is trying the toy clothing on her tiny dog. My son looked at the dog and asked me what was wrong with the dog. I said to my son that the dog might be blind. The dogs eyes were white with cataracts. The customer trying the clothes on her dog starts insulting me and using the most awful profanity to address me and my son (9 yrs old). She was very loud and everyone noticed. We tried to ignore her. None of the employees did anything. They did not even call security. I didn't want to ruin the experience for my son but it was already ruined. He has many questions about her behavior. He should have never been exposed to that kind of treatment especially in a place where children should be happy and excited. Not a place for dogs. I am very disappointed on how the employees dealt with the situation. I was left to take the abuse from this woman. I was shocked. The boy stuffing my son's toy was right in front of her. He saw and heard everything. After leaving the store I went to mall security and reported it.

I ordered my package on the 10th said it was stuck in one place on the 18th then on the 1st of August it said it was back in Ohio at the original facility and not on its way to me they were like trying to give me the runaround saying oh you'll get it soon after the first one originally I was told I'd have it by the 25th now its the 1st. buildabear.com is the worst never order from there just go to the store which also so aren't that great but better then buildabear.com

If I could give this company negative stars I would. I purchased a bear for my daughter who just had a baby for as we visited the workshop numerous times when she was little. They said 2 week delivery. The order is late. I can't get anyone to answer the phone, or emails. I have submitted the form for help numerous times with no reply. They say they will email you a tracking number it never arrived. It shows the order shipped 7/21 but with no tracking number. I finally get someone on the phone and they give me a tracking number. She tells me it shipped 7/21. When I check the Fed Ex Website it shows it hasn't shipped yet. It hasn't left the facility. The CS girl who was very nice said she has no clue what is going on but she will try and check and get back with me. These bears are purchased as gifts. Gifts need to go out on time. I will never order from this company again. A sentimental gift is now a huge let down and my daughter will not get her beautiful surprise until way after the fact.

Ordered a Dr. Who bear bundle with the tardis gift box for a birthday coming up. Took a week to get here and when I opened up the box it was a Lord of The Rings Gandalf bear. Called support and hung up after 45 minute wait time. Went on chat and was told to send the wrong bear back and send the invoice for the Gandalf bear (which I didn't get) with it. Told me they will send out my order once they received the wrong bear back. This would've taken minimum 2 weeks with their shipping but the birthday was in 10 days. Asked them if they could make sure the correct order was sent out and for it to arrive in 9 days for the birthday, customer support told me "we will try our best but there is no guarantee". I opted to get a refund from them so I can try and get something else and the tech helpfully told me "returns can take 2-4 weeks to process". Ruined my day. Dont buy from their online store if you have a deadline of any kind.

11/17/22 update. Instead of processing a refund which i requested they Instead sent out the bear. So I have to wait to get the bear then send it back again so I can hopefully get my refund.

There was one red dragon left on display. We were FIRST in line and my husband went to ask an employee if we can take the one that was on display. The lady came over and nicely took it off display for us but then she rudely gave it to another family and made my son cry so we had to leave the store because he really wanted the Red dragon. He is only two so it was difficult to calm him down after that. When a two year has their heart set on something it's hard changing their mind. In my opinion that was really really rude and unprofessional. I wish we had a different experience because we came to the providence mall for the build a bear experience specifically. I could have picked something else out for my son if I really wanted to but I don't believe they deserved our service after that... PAY MORE ATTENTION TO THE CUSTOMERS THAT WERE IN LINE FIRST AND ASKED FOR HELP FIRST!

Horrible customer service and did not send complete order. Also they're not cheap and they just throw ur items in cheap brown box no protection for ur items. "HUGS COMING YOUR WAY!." yeah right. Definitely not sent with HUGS OR LOVE.

I ordered a special edition plush from their online store. Immediately after receiving the confirmation notice, I saw the address had corrected itself in a way I knew would not arrive to me (I live in an apartment). The plush was supposed to arrive 2 weeks later. I immediately contacted customer support. I did not receive a response for over a week. When they did respond, they said there was nothing they could do, and that the package was already delivered. I never received the package (obviously), it arrived over a week earlier than originally specified, and I was never sent a delivery notice. They said to call their support number. Called the support number, was 30th in line to receive support, sat on the line for over an hour and still 30th in line. I have sent followup emails, still to this day, no response at all. On the website it even says to EMAIL THEM to change shipping info or order specifications, but they told me it cannot be done? Horrible, horrible customer service. Never again.

So, I bought 3 Gingerbread Men (2 boys and 1 girl) and 3 cotton candy wristlets for my kids for Christmas, it was part of their gift from SANTA! Well, I received 1 boy and 1 girl with 3 cotton candy wristlets and 3 certificates... Why on earth would you send me 3 certificates if your going to rip me off and only send 2 out of 3 gingerbread men that I ordered?!?! I called customer service and she told me they no longer sell the gingerbread man because it was limited time for that short period. I politely told her that they obviously had them in stock since I was able to purchase 3 and they obviously knew I ordered 3, why else would they send 3 certificates? All she could say was she was sorry but there's nothing she can do except refund my money. That's great and all but now I am going to have 1 child that doesn't get what his brother and sister is receiving from Santa! I am beyond livid! First and last time that I'll be ordering ANYTHING from their website again! Y'all are a joke and someone who caters to kids, y'all really dropped the ball on this one and clearly on several other people, as well! But I bet you make sure YOUR (people who work for BAB) kids get their gifts, huh?!?

Hannah was very nice and helpful and she is super pretty I appreciate that she was super nice! You need to go to build a bear

I received the lowest level of customer service I've ever experienced from Build a Bear.

The order clearly showed it was a gift I was having shipped to the recipient and I stated in my email to them that they had been expecting the gift to arrive for almost an entire month as I received a shipping notice from Build a Bear and rather than wait to consult with me about what solutions they could offer and what would work best in my situation they simply processed a refund, essentially canceling my order.

A refund didn't take away the disappointment that the intended recipient experienced when I has to explain to them how the company I ordered their gift from didn't care enough to reprocess and ship their gift to them but instead just canceled the order and gave me my money back like it didn't even matter to them.

Build a Bear is supposed to sell meaningful gifts that can really mean something and even provide comfort to the person receiving it, so if a mistake is made one would hope that rather than simply canceling an order and providing a refund that they would actually correct it by ensuring the intended recipient received the possibly meaningful and comfort giving gift.

Yeah so are bears supposed to come with rips? My boyfriend ordered me a bear and as soon as I got it there was a hole.

Had an absolutely terrible experience with this company... a very pricey product even more expensive so called "party" experience for a low quality horrible service that they provide. This company is all about profit and has no commitment for customer satisfaction and making up for their own mistakes. They simply don't care.
I had organised for this party and at the time of booking, she reassured me that they will be recorders available on the day fir the experience. I emphasised that the recorders is the only reason I'm choosing them... what a mistake! We had 5 young children if under 6 and after everyone recorded their messages for each other, when it came to my 3 year old turn, the recorder was broken and much to our surprise there was no other recorders in stock. All the other children were playing their recorded love messages and my son was devastated that he was left out and nobody loved him. All the way to home and that evening he was crying to the point that we have to hide everyone's bears as it's really upsetting for him. This turned out to be a horrible experience after spending 100s of dollars and staff could not care less. The response from the management was worse and they only said it's not our responsibility... this place marked an awful experience for our family, I don't recommend it in fact I do recommend do not waste your money... my family and our children will forever hate this store.
The party experience also is disgusting. It's so disengaged, sitting children on a dirty floor, in this Covid climate, staff are young junior with clear no training in customer service and they refer you to a stupid email address that someone with no real name signature just shuts you down so disrespectfully I could imagine it's a robot! Just know if you face the smallest of problems with this company as a customer, no one gives a s$$$

We purchased 8 BaB bears from MV location. The staff was friendly and helpful. No issues other than the fact that locations inventory of clothing and accessories was poor. Out of the 8 bears, 7 left without clothes, etc. This left us having to order online. I had purchased the $10 gift card for $5 promo they offered in store. While proceeding to submit the additional balance, which by the way can only be paid via PayPal or Apple Pay, it literally processed the payment without applying the BaB gift card. I immediately called the toll free number. Received a recording that they were closed. I entered the chat room which kept referring me back to their website. I then sent an email. During the night I received an email stating they are unable to modify/ cancel the order once it is shipped. 3 hours after that, I received a confirmation email stating it had just been shipped. In the morning, I called in explaining what happened and how I tried contacting them within seconds of placing the order but was told they were closed. The lady was adamant that I dialed the wrong number because they didn't close. I have a phone log that says otherwise. I also mentioned the time zones were different(which is fine and understandable) but she was firm in the fact they would not have been closed and it must've been an error in my dialing. She told me that by me sending an email, they would not get to it on time, as they only have an hour after the order is placed to make changes. Had someone in the chat, on phone or via email done their job, there would have been plenty of time to address the issue. I feel they intentionally did not address the issue until they knew my order would've already been shipped out, at which time is too late to make corrections. I'm stuck because the kids are looking forward to the clothes but I refuse to put money in a company that could care less about mine. I plan on returning the order in store once received, which also upsets me because I've paid the $8+ they charged for shipping.

I ordered a toy for my little sister and she loved it the toy came in 2 days and I highly recommend this store!