Buildabear Reviews 

Terrible customer service. I ordered online, and they didn't send the E-gift card that I purchased. When trying to get through on the phone, they told me I was first in the queue, although I was on hold for 30 minutes. This has happened numerous times and I'm convinced they're just playing a recording all day with no one in the office. I've emailed twice and had no response.
I want the issue resolved as soon as possible or I have no other choice but to escalate things.

Very happy with product. No problems with my order this time, status was updated quickly and items arrived on time. My daughter is happy with her spring green frog. A nice toy, with smell, and accessories. I guess my issues with last order were just sheer bad luck.

While the online service remains poor a phone call to the Milton Keynes outlet and a very helpful staff member and manager my daughters gifts were located and received! Please forgive me but I forget the female staff member who dealt with my complaint very professionally! The manager of the store will know whom I'm referring to and I'd like her efforts acknowledged please and to thank the manager himself. My daughter loves build a bear and I know feel differently to how I did.

1st bad review I have ever provided without placing an order - I have been trying to order what looks a lovely bear for Mothers day from my young son, however I needed to ask a question about the recording before ordering.
The website states that the best way to contact them is via their online form so I have completed this twice and had absolutely no reply (from over a week ago).
If their service is so bad when I am trying to place an order I dread to think what it would be like if I had an issue with the product.
Have give up today and ordered something else from elsewhere.

Visited the MetroCentre Build a Bear store on Friday 25th March 2020. We took our grandkids, one of which was the Birthday Girl, to claim her Birthday Bear. After choosing her bear the other smaller grandkids decided they too wanted a bear. Thanks Build a Bear for your offer 2 for £35 bears.
We were greeted as we entered the store by Imogen who later looked after us when paying the bill and helped my granddaughter print her certificate.
We didn’t have long to wait for the bears to be completed by Steph who involved the children in picking the heart and smell for the bears and filling them to the correct comfort level they wanted.
The store was clean and tidy and although the children were on half term holiday and the store was busy the staff made all three children feel special, even the 2 year old who wanted everything in the store.
Well done to all the staff as well as Steph and Imogen for making our visit memorable for 3 small children.

Great product! I bought the like green frog with the Lord of the rings costume all online. The only thing I’d say worried me was that I didn’t get a confirmation email from build a bear of my order (the website has many issues) and the bad experiences everyone else has had. But all in all it arrived 5 days later in one piece! Very happy :)

It makes me really sad to have come to a point of giving Build A Bear a one star review, although I wish I could make it 0.
I have many loved plushies from the Build A Bear workshop, including my green and pink frog, Isabelle from Animal Crossing, and Yoshi from the Super Mario franchise. However, I have had some real issues with them these past few weeks throughout my orders.
For one, I had made an order of a quantity of 2, which they only sent me one of even though the invoice in the parcel itself stated 2.
Then, I made an order of a Jumbo Frog they released for spring, on the 18th of February. It is now the 1st of March, my order is still 'processing' after all this time. I emailed them multiple times, no response days or a week after. Messaged them on their official page on Instagram, seen but no response. Called them on their Customer Service line, in which I was connected to an employee all the way in the United States, calling from the United Kingdom. All she told and promised me is that I'd be contacted as they had concerns over available stock of the product I purchased, which they have not contacted me about since. Called them again today, in a queue for nearly an hour with '0' people in front of me, they are just choosing not to answer their customer service line.
Build A Bear are happy and open arms about taking your money, but once their responsibility is in their hands to take care of your items and your 'guaranteed customer service', you are ignored, and constantly mislead.
From now on, I refuse to make any further orders both through online services and in-person services at Build A Bear, for such a large company profiting heavily off of their new releases, especially the frogs and axolotls, you NEED to contact your customers and help them.
You have lost a customer today, and after talking with many other people who also suffered issues and ignorance, I will not be the only one you have suffered a loss from.
Build A Bear's 100% customer satisfaction guarantee is a blatant lie, and their motto seen throughout websites, promo, and their phone line service, "you are so important to us!" is a bunch of bulldust.

Paid for next day delivery and 2 days later still no delivery. Daughters Birthday on Friday so i'm up against time. Call customer services and its all American as the email confirmation they sent. On hold for over an hour with 0 people in front of me on a queue.

Same crappy song on bloody repeat doing my head in.

Build a Bear UK is obviously in financial difficulty and is diverting to the US.

Anyone in the same situation contact your bank and claim section 75 charge back.

Nobody picks up the phone, responds to email or gives a s@@@!

Finally after 1hour and 44 minutes on the phone being 0 in a queue I got through to the USA call centre. All they could do was give me a tracking number which I already have! WOW! great customer service. They couldn't track my order but said maybe it'll arrive tomorrow. Maybe it will, maybe and more probably it wont.

Go to a store! don't use online store.

Bought a Teddy for valentines day as a present, when the deliver came the box was open because it was not duct taped properly, good thing I purchased a gift box as well which was actually ripped and damaged as you can tell when they were packing it away they just showed everything in without care, so that was waste of money.

The Certificate you get with it was half printed, you can tell the printer ran out of ink half way through printing but they just left it and couldn't be bothered to print another one out.

Good thing the Teddy it self was OK.

Contacted customer service through the website weeks ago and had zero reply apart from getting daily annoying promotions, clearly no customer service exist once they take your money just keep sending you stuff to make you spend more, absolute joke.

It is hard getting in touch with them and the system they use isn’t clear as no tracking or order history was there for me, but I will say they delivered my product surprisingly early within 2 days.

If you can’t find your confirmation email from them, do check your Spam mail as that’s where mine was.

I ordered a bear and I paid extra to have the lavender smell. When it arrived it had absolutely no smell but had been charged. I contacted customer services and no reply. Really dissapointing from a large company like this

I purchased an online order from this company complete with additional uptake of bonus offer for half price voucher.
They neither sent me a confirmation email for my order nor delivered the promotional e-gift card I opted to include in the purchase.
I emailed their customer services department seeking assistance in the matter last week, to no reply to date, and am currently waiting for a representative to respond to my call 70 minutes later upon my order's PARTIAL delivery.
I would not recommend this unprofessional outfit at all.

Absolute joke!! Tried calling yesterday 1 hour on the phone trying to get someone to answer was 0 in the queue nobody was answering!!! Placed my order 1st feb it’s not the 10th and still nothing it’s sent me a email to track it takes me to FedEx they have no details or anything about the parcel it says my number is invalid I’m currently on the phone again doubt anyones going to answer also I’ve emailed several times no response.

Silly clowns. Took my money even tho I cancelled the order. Continuing to ship it to me, when I rang to complain I was on hold for an hour “in a queue of 0 callers”.
Silly silly clowns. Useless

I placed an order for two (undressed) items on Jan 30th 2022. I received an email to say dispatched - clicking tracking sent me to fedex (I was not aware this was UK?) however it could not retrieve any information. When I read the email and checked my buildabear account order info - it said sent by RMSTANDARD - presumably royal mail. On entering my tracking number into royal mail it said information not available for this service.

After a bit of searching online and worrying, I quickly found trustpilot reviews - the majority of which are appalling (and therefore I became VERY worried about having potentially being ripped off and never seeing my ordered items).

I did a bit more research online and came across a royal mail chat/advice forum - and found out that royal mail actually changed some of it's delivery services (including royal mail 48) so that you can't actually track it at all when it is in transit (pretty unhelpful, right?) - however apparently, once it's delivered - this will show up on the royal mail site.

Well - it was delivered this morning, Feb 3rd 2022, much to my relief - and having check royal mail the tracking number now shows item as delivered. I don't know if this will help anyone else who is possibly waiting on an order currently - or in the future. I don't know if I have just been incredibly lucky given how many poor reviews and experiences other customers seem to have had, but for me, thankfully, my order arrived pretty quickly, and in perfect condition. My only gripe is that the tracking does not actually work whilst in transit. I hope this helps at least one person.

Despite my good experience - I am honestly apprehensive about if I would use them again, but I did have no issues with my order this time, so felt the need to leave a review.

Well the recording ID number is invalid apparently so despite paying for it I can't record anything.
I have decided to cancel let's see how long that takes.

I just can't put into words how I feel about my experience with Build A Bear!
Please avoid them and their non existent customer service.
Don't waste your time trying to contact them by phone or their contact form or even email....
You get no response and they don't answer the phone even though they keep you listening to their annoying music and promotional rubbish. Had to go through Paypal to get a refund.

Had to check a Reddit thread to see that the voice recording system takes up to 12-24-hours to become available (which it did eventually).

No one answered the phone with hours of waiting in the meantime, however.

Yet to open the parcel, so let's hope that everything is in check.

Wrong item received, I’ve spent hours on the phone, placed in a queue with 0 people in front off me, waited and waited but the phone is never answered 🤔
I would never order again

Bought a bear to record my late mums voice on. However the recorder number does not work! Have been on the phone for age's now being told to 'stay on the line' and that we have zero people in front of us which has been the case for the past half hour. Nice of them to say if they don't get a voice recording within 7 days they'll send it without one and then give us a faulty number. Seems like other people have been dealing with the same issue. When I was little build a bear was a lovely and magical experience - now it looks like they are just money grabbing.