buildabear.com Reviews
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1.7 / 5
Average user rating
343
Total reviews
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buildabear.com Reviews
Read real experiences from customers of buildabear.com.
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J williams
March 28, 2026
Poor service cheap item upset child …
Just come home from a 3 hour round trip to get my son a bear and for him to have experience as he said and the bear is damaged ! Went on chat told take it back ! Then advised they send a new one out !! I spent nearly £100 on this bear not happy as I didn’t buy online so he could make a wish build him bear pick the clothes etc ! Very poor service and customer service I asked if possible get a different one as it’s very poor made told no ! Have often bought from here for my two boys but this one is special and my son will not see it as same bear he has ASD which is not a pass but a little understanding at moment is breaking his heart as I have told him they will swap it but he’s upset as not same bear anyways they are not what they used to be and poor service
Flore Florelina
March 28, 2026
Great services
As always, i'm very happy with Build a Bear Australia services 🥰
Stephanie Kreamer
March 19, 2026
Their customer service is the worst
Their customer service is the worst! I literally placed an order online and two minutes later realized I had accidentally ordered 2 of the same item. I quickly got on with an agent and asked if he could take one of the items off. He said "no, we can't alter an order once it is placed". I mean, I get if it would have been processed or shipped, but the status was "pending", nothing had been done with my order, it would have been soo easy and they would have had happy, repeat customer as opposed to someone who will never shop at the store or online again. Ridiculous.
Geoffrey
March 10, 2026
Build-a-Bear Workshop. Awesome service!
I have nothing but good things to say about Build a Bear. They filled order & shipped it out with short notice. It arrived on time and my daughter couldn't be happier! Check them out!
Kany Joa
March 9, 2026
I got overcharged $5 for the error…
I got overcharged $5 for the error occurred at the Southcenter, Tukwila WA location. Instead of admitting the error, the cashier simply told me to get assistance from online customer service. I asked for the manager to go over the receipt with me but the staff refused to get the manager or there is no manager on a Sunday busy day. I reached out to the chat representative. Instead of going over the receipt to try to figure out with me why there is an extra $5 overcharged, she simply said: "I don't see anything wrong. I recommend to go back to the store and speak to someone at the store."I email the guest service and they find out the error but refused to refund me the $5 overcharged even though they knew where the error was. The email simply told me to go back to the store and have the manager deal with your problem. This is the type of company that families with children supposed to trust but when an error was presented, they could have resolved it easily by either refund me directly or add $5 credit to my account. Simple as that. But since the training and management is soooo messed up at Build-a-Bear corporation, the representatives have no CLUE how to resolve issues. Guest service department is USELESS pretty much. To reduce their stress, they would simply send you back to where the problem started. This company is HOPELESS!Here's the mail received:Build a Bear US Guest Services5:45 PM (12 minutes ago)to meHello Kany,Thank you for reaching out to Build-A-Bear and for being our Guest! We apologize for all the inconvenience this may have causedWe are sorry to know this kind of event; this is not the kind of experience we want to our Guest. It appears that when you "added" the $5 promotional gift card, it was added as an item to be purchased rather than a discount applied. Adding $5 to that $33.06 estimate you had would bring the total closer to the $38.06 you are seeing.We kindly suggest that you please visit the store again to speak with the management team directly. We recommend letting them know about this specific point of concern so the manager can review the transaction in person and provide the best possible assistance.If we can be of further assistance or answer any additional questions, you may reach us directly with the information below.For Guests in the US or Canada:Toll-free phone: (877) 789-2327Monday - Friday: 7 AM to 5 PM CSTSaturday and Sunday: 9 AM to 3 PM CSTBear hugs!Roberto R.Guest Experience Representative.
ADRIANA LAPINS
March 2, 2026
They took my money and never delivered, lied, and after asked me to raise a claim with the courier. What a joke
So..buyed from their site a bear with accessories. Costed me £62. Hot the e-mail that the item was dispatched, got the tracking link. Never arrived. When I tried to see where is it, no tracking info. Good. Get in touch with customer service. They check, they apologise and ask me if I want a refund or a new order.I choose a new order. A day later no sign that the order was sent and got in touch again with them. This time they told me that the item was delivered. I tell them that is not the case. Now I have to raise a claim with dpd so I can get a refund. No present and no money. I asked them to raise a claim, they refused. Worst service ever, I do not recommend to order online from them as they are stealing money.
M Cag
February 21, 2026
Aggressive sales not okay
Went for the first time with my 3 year old.From start to finish, the optional extras were continuously pushed on us. A pulsating plastic heart, added scents, a recorded message. No thanks, she just wanted a teddy. Then at the till - a backpack, a box, "not even a bag???". No, the poor thing just wanted to hold and cuddle her new teddy! And of course while pushing these extras, it was never with stating how much each one was. I can imagine some parents who agree under pressure get a huge shock when it comes to paying.Also at the till - "pay £5 today and get £10 off your next purchase!!", "No thanks" "Really, are you sure?" "No it's okay, thanks", "... it's valid for two years?..." With an expression that suggested I was an idiot. And lastly while paying I was asked "And what's your email?" so I assumed it was for a paperless receipt. Nope. It was signing me up, without my consent, to their mailing list. I now get several marketing emails from them a day. Not okay and I am not spending another penny there out of principle.
SimW
February 16, 2026
Appalling customer service online
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.
Amanda
January 31, 2026
I received the wrong item in my very…
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.
Phil Wiblin Pavey Matthews
January 30, 2026
Went to the store in brighton the…
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
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