Build-A-Bear Workshop Reviews 

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 to hull build a bear was helped by assistant Lael. Very polite and helpful nothing was too much. Tried several outfits on bear no pressure to buy. Would highly recommend.

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

Wow what an absolutely terrible company. I ordered a custom bear as a gift for my girlfriend. We are in a long-distance relationship and this was supposed to be a way of keeping us connected.

I took a lot of time picking out the bear and clothes that closely resemble me and had the order shipped in time for her birthday. I had it all planned out to be dressed exactly like the bear and it was going to be a sweet thoughtful gift.

The order arrived about a week before I was to see her and I asked her not to open it until I got there. Several days after the order was delivered I received a mysterious refund on a portion of the order but wasn't given a reason why.

I contacted Build-A-Bear to find out what for and it turns out the clothes that I chose were suddenly out of stock. So basically they sent a naked bear to my girlfriend but didn't alert me in the many weeks from when I placed my order until when it was delivered that this was the case.

When I complained and said I wanted a refund since it wasn't what I ordered and my surprise was basically ruined (bear and clothes are online exclusives which is why I couldn't build it in store) all they wanted to offer was a small gift card.

When I asked if it was normal procedure to just send out orders that they knew were completely wrong they pretty much confirmed that yes that was how their production pipeline worked. That the warehouse that builds the bears "do their best" to accommodate which I assume includes just completely ignoring a customer's actual order and sending whatever they want without alerting the customer at all.

Needless to say the only saving grace here is that I had instructed my girlfriend not to open it until I arrived. So, now I have a small window of time to just completely disappear that naked bear and find her something else meaningful as a gift.

I definitely would never ever trust Build-A-Bear to provide you with anything that is special or unique. They don't seem to care at all whether their customers are happy or even get what they ordered. I wish I could give them zero stars.

Worst customer service. Ordered something for a newborn baby coming. Got sent an email saying it shipped but didn’t have any tracking, so I contacted them. They told me they didn’t provide tracking and to wait 40 days. The shipment date passed so I contacted them and they told me it actually was never shipped and they don’t know what happened and they’d give me a refund. The baby is about to be born now so it won’t arrive in time. What an absolute joke. I will never shop here.

Do not purchase through online store. No communication, promise of Xmas delivery and parcel is just sitting in Sydney. No solutions. Horrible experience.

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.

The Teddy itself is lovely however the tshirt option was a poor fit and it would have been nice to have the requested name put on to the collar of the cat plush.

Our experience was excellent! The computer used to create and print the birth certificate was not working and the employee was really helpful in getting it to work. All employees showed great customer service and made our daughter happy!

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.

Went to Build a Bear in Basingstoke this morning for my daughters 3rd birthday.
What a magical experience the staff made this for my daughter
Could recommend enough

Terrible service when reaching out for help through their mistakes.
Was sent a coupon for £10 off £30 or more, expiry date 31 October 2022.
Rang to receive a range of excuses when I asked for help to why it said it was expired when I tried to use it on a beetlejuice teddy yesterday.
They said there was complications with uk codes.
They said they couldn't update it because the code excludes the beetlejuice teddy. When I said that I had looked into the disclaimer nowhere does it say this. How harry potter range, pets crossing and paying for a party are included and then it says some other's MAY apply.
When I explain this then the attitude starts. I explain it is stating expired not "not applicable " then I read out it again which it says or past orders so she says that she can't because it's a past order. So again I state that it was placed yesterday and how I reached out twice before placing the order and then again after. How it was the fault of the code for it not being included so it is not a past order. So it goes back to how it's not included. The customer service girl was not at all interested and wanted me gone ASAP.
I then asks to put in an offical complaint as it is a very misleading way of getting people to spend. I speak to her supervisor Danielle who is just as happy to help.
So all they can offer is postage refund but they can not do anything about the £10 as it says merchandised Ted's don't apply. So again I say well no it doesn't say that and if that is the case change it to all merchandise products on emails in future. The reply i got was that there are so many they couldn't keep changing it.
So they can make it so vague that they can decide to help or not when the mood takes them. Again I state if you say all merchandise then all would be included and I wouldn't have wasted my time.
Then I ask for proof that my complaint is logged in I then get told there isn't a way to do so.
So I ask for either an acknowledgement on paper or email to which she then agrees.
Now build a bear Ted's are not cheap and I think this is a con to start with but what with that, misleading emails and crappie customer service well I would be better off going to a toy store were you get excellent service. Loosing customers everyday I would not be surprised if it went under.

Poor quality and even worse service!
Was given faulty items when I contacted the store that day they were beyond unprofessional and I was told I would be sent a voucher and over a month later they sent me 10 dollar voucher and when I pointed out the fault items cost over 50 they ghosted me
So rude
Don't waste your money and time in that store

My sister and I went to Broadway at the Beach to Build a Bear to purchase several bears. We had a recording of our mothers voice before she passed away in May. Hunter helped us record her message and put the recording in each bear. Hunter was an exceptional employee!! I hope Build a Bear realizes what they have in this employee!!

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$$$

Called at the MetroCentre Branch of Build A Bear on Friday 30th July 2022. We were greeted by Tamzin who explained the procedure for buying a Birthday Bear for our Granddaughter. As it turned out Tamzin was a very busy young lady as she not only greeted us but also guided our granddaughter on how to fill the bear, by pressing the pedal to choosing a special scent to make it smell of strawberries. Placing the heart inside, after giving it love etc and then she was manning the payment desk. Tamzin was brilliant. She made my granddaughter feel so special. Excellent service which was friendly and professional. Well Done to a Wonderful Young Lady.

I visited your Trafford centre branch yesterday with my daughter who was having a “terrible 2s” moment. We were greeted in store by Jake, who was FANTASTIC, more than fantastic anyway. The energy and enthusiasm for his job was unreal and he is a real asset to your company. He made my little girls day by being so sweet with her. We’ve only had the bear overnight and even if it was bursting away at the seams tomorrow, it would matter because we’d be straight back for another one.

Thank you Jake :)

this order has came in good condition and i liked it

Ordered a cub condo with my bear which was a gift. Didn’t arrive with my order, so rang customer service. They said I can have a refund or they will send me a cub condo. I wanted a cub condo because it was present. A few days later I got a refund for the cub condo so rang them again and was told a refund was put through and It hadn’t been sent. But I could order another one online with PP at £5.99 when the cub condo which I ordered in the first place was 65p…. This is the second time I’ve had trouble with them. Would not recommend at all… customer service is non existent