Build-A-Bear Workshop Omdömen 

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.

Délai de livraison dépassé...commande du 9 octobre pas encore livrée...je me demande si je peux espérer une livraison prochaine..

Commande passée le 5 septembre
Problème de livraison et pas de réponse à mes mails
Je me pose des questions sur le serieux de cette entreprise

I just heard build a bear when it build a little girl a Charlie Kirk bear. Shane on them

Expérience très décevante
Nous avons commandé un nounours le 30 août nous sommes aujourd'hui le 6 octobre et nous ne l'avons toujours pas reçu. Après plusieurs échanges avec le vendeur qui nous dit toujours la même chose que son colis est en transit. Je pense que nous nous sommes faits avoir de 69,95 € je déconseille ce site c'est de l'arnaque

Employee won't give child her bear because she wanted to name it Charlie Kirk. They held the bear. Unfortunately all my bears are now donated because of this,I don't want them in my house and my children will never experience them. That's okay ⭐️

In their store. Didn’t let me make a Charlie Kirk bear

They are way to high priced and their customer service is terrible. They are not invested in a positive customer interaction.

Livraison longue mauvais ébavurage et plan non explicite......

I ordered 4 items as an online order (Australia) on 17 Jul 2025. As of today 26 Aug 25, I have not received any of my order. Instead I have had a very frustrating experience as a 1st time buyer of build a bear.
-All items were available at time of online order
-2 days after ordering they email to tell me 1 item is now only available to click n collect customers
-I chose to substitute for another item showing as available
-another email to say my substitute item now also only available to click n collect
-I ask for a refund of that 1 item and to proceed with sending my remaining 3 items on my order
-01 Aug I am told to allow 10 days for the refund and my order will be shipped soon.
-I wait patiently but by 15 Aug I email them to say no refund nor has my order arrived.
-2 days later I'm told another of my initial 3 items is now not available. On an order that was meant to have been filled from Jul 17. No mention of my refund.
- I'm asked if I want to substitute another item or refund of now unavailable item.
- Yet, when I look online I find that all of the items in my original order -that I'm being told I can't have are all showing as 'available' to ONLINE ordering.
-Their website provides an email for feedback about all customer experiences so I send an email to GM and I included AUS CEO Gavin Port.
-to date (26 Aug)no response received from either of my GM emails. So much for caring about customer experiences.
-As my order has still not been sent( 6 weeks after placing my order), and I'm now only getting 2 of my 4 items which were bought as a set of 4, I emailed to ask for a single different item to replace my original order or to have my initial order of my 4 items which are all showing as 'available' to be honoured.
-I have had no email response to my last email sent last week.
This has been a farcical, frustrating, time consuming online shopping experience. Imagine if I'd been buying items as a gift for someone- here I am 6 weeks later with none of my items.
-Buildabear...more like build an empire...with zero care for your online customers ..how about do better by your online customers !
-So be careful, this is my experience and as I said no items received, no email from GM and am still awaiting an email response from 'orders'-all in relation to what is happening with my order from 6 weeks ago.