Build-A-Bear Workshop

On Fri, Sept 22 I ordered a bear for a 2-yr-old in Canada. I was directed to the U.S. site to order the bear. After 5 calls they still have no idea where my bear is or can give me a tracking #. I even spoke to a manager. The Canadian site is still not working after 1 month. I will never order another bear from them again. Worst run company ever I have had to deal with. I've asked for a refund. Hopefully I will get that within 5 business days.

I looked far and wide before making an order to see what their processing times were. The only thing I could see was a 2 day processing time at check out and no estimated delivery date. I paid $20 for 2 day shipping just to get an estimate at checkout that it would take 2 weeks and somehow now its a 5 day processing? I wanted to cancel and literally couldnt contact anyone, nor was there anything to be found of a way to cancel the order. I get an email a day later saying they cant change or cancel an order…… then whats the point of cx service? They also said they couldnt find anything from my email… but I literally have a receipt with a web order number sent to the exact address they emailed me 12 hours before the cx service response.

For three days, I have been trying to order a birthday present for my mother on the Build a Bear site. Every time, I confirm the order, it gives me a message of "For technical reasons, we can't complete your order. Try again later." Soooooooo ridiculous. I'm over it.

I ordered a limited edition bear from the American website, as the bear was unavailable in Australia. The bear was not packaged properly for international postage. The bear was placed loosely in a box and so when it arrived, it looked like it had been through the wringer. I contacted Build-A-Bear and was told they would only refund the cost of the bear if I posted the bear back to them. I explained that was not viable as postage was expensive and I would be out of pocket, even after a full refund. I emailed several times and was told the same thing. Build-A-Bear then emailed me a free postage label, but that was useless as it was only valid for postage in the USA. All I wanted was a partial refund to cover the cost of having the bear fixed so that it would be presentable. Build-A-Bear is now not responding to my emails. Build-A-Bear was at fault because they failed to package the bear securely. I would highly recommend not dealing with this company.

Four of my grandkids have birthdays within about 10 days of each other. Unfortunately one is in August the rest are in september. I wanted to take the kids to Build-A-Bear for their birthday but scheduling was an issue. Amanda not only let us come in at the same time but she also tucked back four birthday bears for us. The kids had a great time. All of the representatives were so friendly and helpful thank you for making their Day special.

I tried to have my shipping address change because for some reason the website decided to rearrange my address so now it's going to some house I don't know and they said there is nothing they can do about it. Is it that hard to change a shipping address on an order that isn't that old?

My bear was not soed correctly the back of it ripped open when I hugged it also they didn't put my heart in she asked me to grab one then grabbed my scent but not my heart she didn't rub the scent all over the bear like your supposed to she put in the scent then soed it up I didn't get a heart in my bear,when my friend went before me she asked her to grab a heart then said "make a wish and kiss it"my friend did the worker put in the heart and soed it up but soed it up wrong so the other worker took it to the back and fixed it.

Poor poor poor customer service I tried to call the help center and was on hold for 45 minutes during that time I was able to go online and talk to a person who told me that my order could not be modified or canceled but would have to be returned to the store. I had just ordered it within a few hours, the same day. And it couldn't even be modified. I am absolutely disgusted with the whole service. I'm still on hold writing this freaking review. It's going on 47 minutes now. Unacceptable

I ordered a huge stitch for My Girl from Santa. Website asked what I wanted wrote on the birth certificate and if I wanted to include a note. I filled out the birth certificate and I wrote down what I wanted to know to say because this is from Santa. I received the Stitch but the birth certificate was not filled out and there was no note. Customer service person I talked to was horrible and didn't help at all.

I recently purchased online from build a bear. When the bear came was not the correct bear at all. My son wanted the chocolate bear and we got a gingerbread bear. Also, ordered a shirt that said it was delivered but it wasn't. It showed up days later though. The certificate was incorrect also on the description of the bear i was suppose to get. It wasn't even the description of the bear that was sent. I contacted customer service never heard anything back. The return labels on the site don't work. I printed them and took it to the post office. They said it wasn't a real barcode to scan. Now I have to drive to another city just to return it. I don't think I will even get a bear or anything from build a bear.

I ordered a bear for my 3 year old for Christmas, it was supposed to come scented and dressed which it did not. I opened the box to check it out one day and I was very disappointed. I contacted customer service and they got back to me and said I could either come into the store to PURCHASE another scent or send the bear back for a new one. Like I said this was a Christmas present and I didn't have the time to send it back nor wait for a replacement. I asked for a refund for the missing items and scent to which no avail was not possible. I will never order from build a bear again!

Id give it no stars if i could! Their cancellation policy is some serious bull$#*!! If you dont cancel your order that you place online within the first hour, they cannot cancel your order which I think is some serious bull$#*! since you can't get ahold of any customer service agent until a certain time! So make sure if you place an order it's within the time frame a customer service agent will be able to help you otherwise you will be $#*! out of luck!

This is a second order from them that I received, a gift I was hoping it'd be better shipped than my previous order that was for myself. I thought maybe a 2.50 giftbox might add some protection, as I remember their in-store condos looking sturdier and for just 90p.
I specified a gift message and my name as well as this being a gift and to be dressed.
The pictures speak for themselves when it came undressed. The custom message was super small on the extra card and my name wasn't even shown. The birth certificate was crumpled even worse then the previous one I received.
The only silver lining here is that the gift was alright.
My shipping was with DPD at the regular shipping rate.

I received my bears in Australia from the US store. I contacted the company because for some reason, a double transaction went through on my account. The customer service team were incredibly professional, friendly and advises that the double transaction is a security fee that would clear within a few days - which it did. My bears arrived exactly as they were presented on the website with clear audio. I will definitely be buying the Gollum and Legolas bears soon too. I love them!

A warning to international customers - there is fine print where they dump the boarder shipping fees on the customer. Avoid ordering online at all costs.

I placed a holiday order on November 26,2020. Received an email that it was shipped on 11/27 and I could check tracking in 24 hours. I checked and it said no package received with that number. Okay, I thought holiday season so gave it few days, still Fed Ex said they don't have it. Emailed Build A Bear twice on 12/2 and 12/3. No response from them either time to clarify shipping information but of course my charge was charged. It is now 12/8 and I have been on hold so far over a half an hour still trying to get an answer. I know do to pandemic everyone is down in staff but something is off with this. Ready to go get something else for my niece. How can you explain they don't get a gift when they are 3? So disappointed with their service.

My teenage son bought two bears for his brothers for Christmas. He visited the Belfast shop several times in December to use the voice recording machine but was told every time that it was still to be fixed. He ordered the bears online and unfortunately had to record his voice messages. The quality was absolutely awful and it is hard to make out the messages (or even recognise his voice). Rather than asking him to request a refund, his older brothers said nothing as they didn't want him to be disappointed. Total waste of money and would not recommend using this online service.

All I wanted to do was buy a bear for my baby brother with my own voice recording. I did it online and the number they sent me to call to record my message did not work. I was on the line with build a bear customer service for almost an hour long. After I finally got it to work, I received an email the next day saying my voice recording was cancelled because it was "inappropriate". Seriously. I was making a recording for my literal 5 year old brother with down syndrome and they may not even let me cancel my order.

I would never recommend this company they said they send my build a bear over a month ago! Still nothing! Causing false hope with voice recording that do not even work online! Rude rude rude woman when I called she actually hung up on me because I asked for a tracking number! A tracking number came a minute after she hung up but still no product! Disgusting hope for people! Do not buy from this company! I don't even want to put one star there should be a option for none!