Build-A-Bear Workshop Anmeldelser 

My son and I went to build a bear in Cardiff and when we walked in the staff’s was really friendly, caring , polite, understanding, nice, helpful and kind. We both picked our new bears and staff helped us to stuff it and get clothes for my son bear.

I recommend anyone to go build a bear in Cardiff

If I could give 0 stars, I would.

Placed an order for my daughters birthday. Order confirmed. 5 days later I realised I hadn't heard anything. Called, they cancelled my order. I needed my own £20 gift card back. I was promised a call back from a manager. It's been 2 weeks and I have not been called. I placed the order again, called as soon as I did only to be told it was cancelled again. At 10.30pm I was told a manager would call me back. 2 weeks later, still nothing. They sent my e gift card to someone else!! I then drove for an hour and a half into London to buy the items only to be told they weren't available (I had called before going) and that build a bear customer service have deducted £15 from my vouchers without my consent and sent the items out. The staff in the stores are lovely, the products are great. The customer service team is beyond awful. When I explained to the first person that my daughter is autistic and this is the only thing she's asked for and I explained what could happen when she's dysregulated, he actually laughed. When I asked what was so funny about me potentially getting hit, he said he was being nice and 'should I be rude to you instead'

Clearly I won't be shopping online and calling customer service again.

Avoid their website!!

I placed an order for my granddaughter‘s kindergarten graduation. I have been buying build bears for every special occasion since her mother was a small child. I paid 35 extra dollars to have it shipped overnight, just in time for the graduation. It did not show up. Build a bear offered me seven dollars in compensation. Seven dollars for ruining a kindergartners graduation from a company that made over $500 million in revenue in 2025. I am more than shocked at the disrespectful attempt to reconcile ruining our special occasion and not even holding themselves accountable. It’s OK though, I’m sure if I tell a five-year-old they gave me seven dollars back, she should be fine with her grandma showing up with nothing in hand, right? Had I known it wasn’t going to show up in time, I could have just gotten her something else instead. I have no way to make this up to her. I will think about this every time she has a graduation. It’s sad how money is so much more important to some people than the special moments.

We took our granddaughter for a treat today and decided to bring her to BAB Basingstoke to choose a bear. I hadn't been in many years and used to bring my other granddaughter here (she had alot of BAB!) as she loved it. It used to be a real treat for her and she loved choosing a new bear and then creating a birth certificate for it, which was always printed out at the till and popped into a lovely box ready for her take away her new toy. It was a complete treat and experience and the staff were always very attentive and made the experience fun. Sadly, today, I could see a massive difference and it wasn't good. Unfortunately it was a real sign of the times, the shopping centre was near on empty (on a Saturday!) and unlike last time, when BAB shop was so full, we had to queue to get the bear filled, the shop was empty with one other customer and several staff members just standing around chatting about what they had been doing outside of work. The quality of the bears have gone downhill considerably but the prices have gone through the roof. And despite no customers, we still had to wait for someone to notice that we were waiting to fill the bear. When a guy did come over there was barely any interaction with us or our granddaughter (they always used to engage and talk to the child about their bear etc etc). All the guy tried to do was get us to buy a 'beating heart/scent/sound' add on for the bear, to inflate the price even more. And of course it doesn't stop there - you don't just get charged for an overpriced outfit for the 'bear' but each item is sold separately so you don't get an actual outfit, you have to pay for it all separately. A rucksack that was part of the paw patrol outfit set me back £10 on its own - which was more than I paid for my own adult backpack that actually has a purpose. And then to add insult to injury, I then had to create a certificate which I now have to print out at home, and had to pay for a box to bring my purchase home (or I could have paid a fiver for a 'special' bag.........! To say I'm disappointed is an understatement. I used to rate build a bear so highly and loved taking my grandkids for a treat, but it has gone downhill so much, that I will in future to take the kids to the toy shop opposite where, for the same money I spent today on one bear (£56!!) they can get a whole range of toys!!

Took my granddaughter to the build a bear shop in Basingstoke. Wow...so disappointing!
The bears to me seem to not be of the same quality as they were when I used to bring my first grandchild ( 8 years ago).
The staff watched us like hawks, as if we were shop lifters and the young man who stuffed our bear was miserable. They are all trying to upsell their over priced products. They have removed all the places where children could groom their bears....£56 for an average item, didn't even print out our certificate, and you now have to pay for a box( that's now not even big enough for some of the bears! I will never go to build a bear again!

Horrible customer service. Wrong postcode. Sent by the deplorable DPD who have, without consent, left it a post office on the other side of town. Called Build a Bear to explain. They said it would be delivered the next day or they would wait for it to be returned. Didn't listen to a word, told them it had been left at a post office even though I told them not to. Still fighting for a refund. Never use again.

The staff was just excellent I got my bulid a bear from here with friends it was amazing thank you so much bulid a bear

The website is absolutely unusable. Incredibly slow loading times, seemingly incorrect stock information, and no way to receive assistance.

So a couple of years ago, I purchase two of the £10 cards in Blackpool, there was no mention of an expiry date, nor is there any on the cards, today at the Trafford center, my disabled child was told that they were out of date, over the past 5 years, we have purchased around 20 bears, sad to say that you have just lost a customer today...

Utter shambles of a company!!! Ordered a bear on Saturday with express delivery being paid so it would arrive on Tuesday - Monday night comes with no email so go on to the live chat to be told there was an error and my order was not authorised - if the money does not go back in my card to contact the bank!!!no email to state this happened and £35 down until the order gets refunded! TERRIBLE!

We came to get my little one’s first birthday bear and she was so kind towards him. Gave us a lovely experience! Thank you Kirsty for your kindness :)

Ok so don't listen to all the one stars because go to build a bear and it's completely different let me explain

So I get the price range is really high especially the clothing,sents,heartbeats,ect.but after you pick one of the animals (my son picked the capybara and the promise pug and he loves it)check for sales because there is an in-store deal that is buy one get one for £14 and if you pick two and one that has the red label that says buy one get one for £14 then you could get a really big deal,and you could really save money.

Now back to the one stars ratings

They are mostly focused on the clothing, the prices for the bears,ect but get one or just get one and buy one that has the red label and get one for £14.

So when you see the one stars ratings just focus on the bright side

PS:the staff are super kind aswell

I ordered a $75.00 gift certificate online and received my confirmation/order number, and they processed my card for the $75.00 but I never received an email confirmation or my ecard for my Grandaughter. I called the next day and they told me my order did not process and that it would take 7-10 business days for my card to be refunded. So stupid me I tried again using another card and again the same thing happen and they tell me they cannot reverse the transaction and that I must contact my financial institution to get the pending charge eliminated. At the end of the day I lost $150.00 and have no ecard for my Grandaughter for Easter. Totally pathetic and really not in a position to lose $150.00 beyond livid I am.

I had never been in before and Emily in Montgomery Alabama was amazing! She explained everything and offered advance!

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

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.

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!

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 Services
5:45 PM (12 minutes ago)
to me

Hello Kany,

Thank you for reaching out to Build-A-Bear and for being our Guest! We apologize for all the inconvenience this may have caused

We 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) 789-2327

Monday - Friday: 7 AM to 5 PM CST
Saturday and Sunday: 9 AM to 3 PM CST

Bear hugs!
Roberto R.
Guest Experience Representative.

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.