Build-A-Bear Workshop Reviews 345

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

Absolute rip off! Bought two bears in the Blackpool store last month in the same day both had holes in as they hadn’t been sewn properly, have emailed and tried ringing and had no response I love two hours away from the nearest store! Never again!

I am an Australian and went to the American website to get one of the frog toys as they do not have them on the Australian site. I made a mistake and ordered the wrong one but immediately realised my mistake and sent a message saying I would be happy to pay the extra money for the Hoppy Swirls frog instead of the Spring Green frog. I recieved no reply to all 3 of the messages I sent and only received a replay to the angry message after it was shipped. They said I can return the toy to any store, but when I got in to the only store in the city they told me they are unaffiliated with the American online store and cannot process the refunds.

Absolutely mortified!
!!!!DONT ORDER ONLINE!!!!

Ordered a gift for a friend I spend a lot of money for the clothes and stuff too. At checkout it asked if I wanted the bear dressed and I said yes.
There was nothing stated about stuffing options online.

THE BEAR GOT SENT TO MY FRIEND UNSTUFFED!!!!

I am absolutely mortified and so embarrassed, it will be delivered like that. How on earth do they think it’s okay to send a bear like that to someone. So now my friend is going to get a bear with zero stuffing and can’t do nothing about it!

“Unstuffed” was only stated after it was “posted”

ALSO FAKE TRACKING NUMBER PROVIDED!!!! AVOID AT ALL COSTS. Also you won’t get your money back or won’t get a reply!!!

Used two gift cards to purchase items, received confirmation of order, after a month, goods still not received. Phone-in states they are closed at all times of day, no response to email enquiries. Going to small claims to retrieve my 10 year olds money back.

I tried to place an order with gift card. I got an error so it asked me to do it again. Then the gift card balance had gone to zero. That’s 50pound they just took. And did not reply to my emails.

The toys seem well made and good quality, only time will tell. My reason for two stars is the scent, we added scents to all three toys and well, let’s just say what a waste of £7.50 ( £2.50 per toy ) it is barely noticeable and you really have to sniff around to find it. Very disappointed with that!

Nasty April fools joke to offer a discount which would allow people who otherwise can't afford the bears only for the code itself to be a joke. It doesn't work, checked the t&c's and no reason it wouldn't other than the offer itself was a joke. Pretty cruel when you've told kids they can finally have the bears they want only to find out that they can't. Horrible

Email list Scam? Previously had a great in store experience, I would recommend that, but online felt unpleasant. I gave my email for a $10 off coupon for an online order, even took a screenshot. Never got the coupon emailed to me, but was added to the email list. Called customer service and was told the coupon may have been from a third party site. They checked, and saw I was in fact added to the email list and acceded that the coupon was real. They said they would have 'a request' made to send the coupon to me, but all I've gotten are more emails about products. Still no coupon, just another email list to unsubscribe from.

Ordered a voucher with purchase, been nearly a month and still no voucher! 4 emails have been sent and we called only to be told to email again! If you need to buy from BaB do NOT buy a voucher online, buy the voucher instore instead.

Have ordered from the website multiple times. Have never had an issue. Also went into the Cardiff branch last month to get my daughters 1st birthday bear for £1. Only had to give my email address and that was that no questions asked (apart from how old is she for the price)

DO NOT ORDER ONLINE
I never had any problems with Build a bear until ordering online. Highly do not recommend. Communication is non existent, my order was never delivered, contacting online was useless. I then spent an hour waiting to talk to someone on the phone. They atleast offered a replacement but if it had not been delivered again they would not offer a refund. Surprisingly complacent and unhelpful company. They also use FedEx so beware of terrible or no delivery at all. Stick to buying in store!!

I've just received the hoppy swirls frog which was meant to be a present for my niece however the frog was in no state to be used. Not only did the frog have a hole in the side of it, it also didn't contain the scent which I added (even though it has the tag to say it was). after I found these problems I instantly tried to get in touch with build a bear via their phone services, which are never up! not only this but when I go on their website to return it, I can't see anywhere to print off a returns label.
This is all very disappointing since I've used build a bear many times and never has a problem, but this whole experience has changed my perspective of the company completely.