Build-A-Bear Workshop Opiniões 

Appalling customer service online. Rewards from the club point scheme weren't showing and the response through the chat was terrible, unprofessional and antagonistic. Will never order on line again.

I received the wrong item in my very simple order/package, I ordered 1 thing. I have to spend 1 hour on customer service- and their chat feature is not user friendly. It cuts off after 1- 2 minutes of "inactivity" and the chat only allows certain files/sizes of pictures to be shared- taking pictures and converting files takes time - then the system kicks you off and you're back in the queue. Then after talking to 2 representatives and converting the photo to a file/size that they can actually view, they tell me I have to correct their mistake by packing up the incorrect item, and taking it to the post office. I ask how they will be compensating me for my time and gas, to correct a mistake I did not make- and they are unwilling to. I'm not sure where these corporations get off on being incompetent in their jobs, overcharging customers, and then punishing customers for their mistakes. I may just keep the incorrect item, and if they charge me- dispute it with my bank, as I saved the transcript from the chat.

Went to the store in brighton the saturday after christmas, i have adhd and austium and dyselixia so when i saw what looked like the offer 2 for 12 on the bears, i questioned it at the till. And was told yes. I had a wait before my 2 bears were made and talked to the saleslady also about how good the offer was, when i got to the till i got served my the orginal lady who must havd been the manager or something as she was serving me she was telling 2 members of staff what she wanted them to do. When she totalled by sale it came to fifty odd pounds i question how and them she came out with what the promotion actually was 2nd bear for £12. I rejected the sale and left feeling very upset and confused. Will never shop at build a bear again

Where to begin?

Problems on the website:

- Items that appear to be in stock but are not
- Items that cannot be shipped together, forcing you to pay for shipping twice.
- Problem with the bonus club

So you contact customer service, which is incompetent and unhelpful.

I ordered a Sonic the hedgehog build a bear, with sounds, shoes and the ring. The whole special package. Only available online. Granted I did order it in the end of September for my autistic son who loves sonic. Didn't open the package, as I have ordered a few times before and everything was fine. Sent it out when it came. Got notified that it actually wasn't sonic. It was shadow. With the shoes and ring. But the shoes won't fit cause shadow has shoes on(fabric part of the legs), and no sounds cause it's not sonic. My son does not like shadow. I contacted them today to tell them about the mixup. But apparently, even though the website says 90 days in store returns, doesn't mention online returns, they said there was nothing I can do. They won't return it, exchange it or anything. So he has a shadow doll that he can't stand, with shoes that won't fit, no sound effects and a ring that was meant for sonic. The workshop certificate also says he's blue with green eyes. This is extremely frustrating and they should fix the mistake they made. They should make it right. But they won't. So they lost a customer. I will never order from them again and I will never visit their store.

DO NOT SHOP BUILDABEAR.COM

You ruined Christmas. The only thing my girlfriend wanted was the giant snoopy plush. For several days you refused to take my payment information telling me try again in a couple hours. Four days went past and after countless attempts with 4 different payment methods, I could not wait any longer as Christmas approached, and phoned Customer service. 

Phone call one, cold, unresponsive, told me "system wouldnt let them connect me to a supervisor"

Phone call two, after arguing with staff I was eventually transferred to a supervisor, using my 5th payment method over the phone, bounced. Told to contact my bank. 

Contacted my banks, told by BOTH banks that they received no payment request from you, and was therefore nothing they could do about it. 

Phone calls 3-5 were also unresponsive, and told me to contact my bank (not listening to me telling them several times that I already had and shutting me down when I asked to speak to a senior)

Told by someone on the text chat system that staff in store could bypass payment walls, (without checking where I'm from) 

Phone calls 6-10 I was just getting consistently shut down by advisors and abruptly hung up on. 

Visited BaB Glasgow Buchanan Galleries. The one place I found a friendly, caring, and responsive team, despite the Christmas rush. The manager talked to me about my issues but told me unfortunately little could be done in the UK, all they could do is talk me through the online ordering process, leading to the same old error message. They told me due to UK laws, they could not provide the order in store for me, as bypassing the payment walls was a US thing only. 

Not only did you refuse to take my money for my girlfriends ONLINE ONLY Christmas gift, you also gave me rude, blunt, unresponsive, and unhelpful customer service, hung up on me abruptly when seeking advice, and gave me incorrect information consistently, sending me on a wild goose hunt for a £100 gift. 

This was all because your tech hadn't even sent a request to my bank accounts. Despite several attempts for THE SAME ORDER. Hardly scam worthy activity, I just wanted my girlfriend's favourite character as a plush.

This is absolutely disgusting and disgraceful customer service, do not dare tell me you "❤️" your customers. 

(This being said, the staff at Buchanan Galleries deserve a raise, they were all excellent)

Poor customer service combined with very expensive items is unacceptable. The products are overpriced, especially considering that similar quality can easily be found online for much less. Expensive items should come with a high standard of service, but unfortunately, the service provided did not meet even basic expectations.

Absolutely awful. Sending out half a finished bear for £60 and their customer services over in America are absolute morons and don’t care. DONT BUY FROM THEM ONLINE

Commande passé le 24 novembre toujours pas reçu! Après 2 mails pour m'en inquiéter, j'ai reçu des réponses pour m'expliquer que "tout vas bien".
Je soupçonne d'ailleurs que les réponses à mes mails soient générées par IA.
À trois jours de Noël et après presque 1 mois d'attente je n'ai toujours rien reçu.

Disappointing experience from start to finish. I was lucky enough to get an order in for the emo axolotl before they sold out. However I didn’t receive any order confirmation from BAB. I set up a BAB account hoping it would make my order appear but it didn’t. I contacted them via their form the next day and then called their helpline. I’m reluctant to say this but the person on the helpline was extremely difficult to understand which made the whole experience so much harder. I managed to get confirmation that my order had been accepted and she gave me my order number and assured me dispatch and tracking emails would follow. I kept trying to check my order status with the number they gave me but the page just did nothing after clicking submit.

I waited but didn’t receive anything except the delayed responses to my original question from before I called. I ended up replying to one of these emails asking for an update. No reply. Today (Friday) I received an email from DPD regarding a totally different parcel. When I clicked on the tracking for that one, I was able to see my history in the app and saw that my BAB parcel was on there and said it was delivered on the Tuesday! I saw a photo and my heart sank. It had been left in the back garden, which would be fine, if we knew it was out there and were able to get it promptly. We had no idea it was out there as we’d had no communication whatsoever. Not from DPD and not from BAB. So it was left for days in the rain.

I messaged DPD to ask why they never alerted me to my parcel and unfortunately was only able to get the bot responses BUT it did confirm that if they haven’t sent an email it’s because the sender didn’t pass that detail on. The fact that I had no order confirmation, no dispatch email, tracking or even delivered notification from BAB, says to me that it was the case and entirely BAB’s fault. As you can imagine the parcel was soaked through. The cardboard box tore as it was lifted and the toys inside were soaked through. All the tags, certificates were mush.
I called the BAB helpline and unfortunately spoke to the same lady as before and tried to relay all the info as clearly as I could. It was a very frustrating phone call as she didn’t seem to understand what I meant at all and I struggled to make out what she was saying. Eventually we got there and she offered me a £5 gift card for each toy. Frustrated at the lack of explanation as to why I never got any emails from them and disappointed with their lack of care, I told them I had no intention of ever buying from them again and just wanted to be properly compensated. She said I would have to return the parcel. Apart from the fact the parcel is mush and the contents heavy with wet - these items are now totally sold out! So completely irreplaceable. I’m ok with trying to wash and dry them and hopefully they come out ok but they won’t ever be as good as new again.
I don’t understand how the online side of this company is so bad when the shops are a such pleasure to deal with.

I’ll be happy to change this review if they do reach out and make this right but as it stands I cannot recommend buying from them online.

Absolutely terrible customer service. I need an order cancelled as it will not arrive on time for Christmas and I can get then items I need elsewhere so my daughter is not disappointed by Santa. The order has not processed, paid for or shipped and it has been 5 days. I spoke to an agent online that said it could not be cancelled. The agent on the phone said it could not be cancelled because the order has been shipped….yet I have not paid for the order yet (payment has not been processed or gone through). Therefore it has not been shipped. He said it’s been shipped buy also said the last update he had was on the day I placed the order. I demanded a tracking number by the end of today and have not received one and was also cut off of an online chat with an agent without resolution. Do NOT order online from build a bear US. Absolutely horrendous.

When you ask for an item to be delivered to your property, you expect it to arrive, unless there are circumstances that doesn’t warrant it. Waiting for a giant plush toy to turn up, and it’s been sent to a store, with a pickup box. I don’t recall, asking for this!!
Shipping fees and delivery costs, don’t seem to matter. Won’t use them again!!!

Refuse to honour their own gift vouchers! My 3 kids under 10 attended with their Xmas present vouchers to build bears, only to be told by staff that 1 of the vouchers was a “web only voucher” that was unable to be used in store whatsoever. All vouchers were purchased as gifts online. Staff offered no solution, other than to pay cash and purchase an in-store voucher online, using the web store voucher (!!!) and wait a week for postage (!!), with crying children who had already been assisted to build-a-bear. I am now still waiting 2 weeks later for a voucher I will have to try and sell. No response from head office via email. Staff more than helpful with kids until they raised the issue, then became totally dismissive. Reported to ACCC seeking advice.

Terrible service. I've been waiting for an online order only to be told that it was 'delivered' on 17 Nov. My Ring doorbell footage says otherwise and 2 online agents could not tell me that the parcel number doesn't work on the DPD website if you use a mobile. I was rudely told to raise a complaint with DPD and then send a screenshot of the response. As there isn't a contact email or message services for DPD, I don't know how I can achieve this so I'm now out of pocket and it isn't an insignificant amount either. The 2nd agent closed the chat while I was typing!! This is the last time I use Build-a-Bear, awful awful customer service and I'm so sad that I didn't get the item I wanted.

I purchased Harry Potter Slytherin bear from the Build A Bear shop in Oxford Street for my great niece. On the way home in the train I discovered that I have been charged for 2 Light Up Wands at £10.00 each. I bought 1. Upon returning home I called the number on the receipt and was referred to customer services. After a call of some 45 minutes during which I sent them a copy of the receipt. I was told that I would receive my £10.00 refund. Subsequently I received an email saying I had not provided sufficient evidence to justify a refund. These people seem to use any excuse they can to avoid paying a refund. They appear to be greedy and money grabbing. I am very disappointed with them.

Utterly shocking customer service, ordered online 4 days later after calling up advised that my order had failed ? But in the words of the advisor “no worries” kept saying it over and over again, obviously just reading of a prompt sheet, shame on you BAB terrible customer service, very very reluctant to use again

I purchased a grinch with the extra large heart with lavender Scent from Build a bear .com but my bear was missing both . It was sent in a brown cardboard box and when I tried to complain to the company after paying a lot of money they advised me to go to your nearest build a bear and get these added . So there was know refund and endless amount of emails . Don’t trust this site as it has got really bad reviews.

Placed my order which is a gift on 10th November 2025 . The check status didn't work. I tried chat eith agent twice in one day to no avail. They were useless telling to me to wait till end of day don't worry you'll get your email. Two days layer nothing. Fuming. This is a gift. I called this morning 12th November 2025, told its only gone through this morning but she doesn't know where it is. She can check with store if I like. I said cancel it. Useless customer service all round. I now have to wait 7-0 days for refund. I won't be using online again. I presume instore is better. I do not recommend online build a bear or their customer service. Couldn't understand on phone and very muffled. The website is also not user friendly. Not recommending. I still don't have my gift 😔 Very unhappy with this corporate business.

New review your company I am now happy with customer service I went to Douglasville Georgia to build a bear with my brother and my friend we have the best experience ever that a lady was so sweet kid friendly and I bought a mountain dog named him Rocky I was born with Down syndrome so me to have a real pet not happenmy mom dad chose promise pet I don’t know her name her she so awesome wok Build bear workshop in Douglas ga she’s celebrating my birthday even before came this this moth she was so friendly Love your company customer service was awesome today. Thank you. I have new grade is a+ you gave me my bother the best experience ever had at Buid bear workshop thank you for that my bother and I have special needs that working was amazing her name is. Susan. I just totally love that.Work thank you build bear help me Make my experience awesome

I took my grandson to the local mall and as always I wanted get him to appreciate and understand money. I withdrew £100 out of an ATM and was given 2 £50 notes.

He wanted to get a Build-A-Bear, so we went into the store where he selected the bear and it was prepared for him and he was ready to pay for it but the store refused a £50 note.

It’s really disappointing and sends a negative message to children if a store won’t accept legitimate currency.

I went to the nearby Lego Store and they accepted the £50.

We both felt as though the staff treated us as criminals for paying with money which had only just come out of an ATM.