Buildabear Reviews 

Visited the store in Leicester with my grandson as it was his birthday. Saw a point of sale sign - 2 for £35. There were 3 bears on display with this sign. My grandson picked 2 bears and thoroughly loved making them.
Got to the til and the manager told us one of the bears wasnt included in the 2 for £35 offer. I referred her to the sign and she informed me she didnt have enough cards to stipulate which bears were included. I asked how was i supposed to know and was told i should have asked. I asked for the manager to be told she was the manager. I expressed my concern that the sign was misleading and whilst my grandson was looking at his bears and waiting for them the manager Nicola took them away from him. I asked why she took them and she said 'you dont want to pay for them'. I never said anything of the sort, i was merely trying to point out the sign 2 for £35 was misleading and didnt appreciate her arrogance! I paid £49 in the end as my grandson had made them and loved the experience of making the bears.
I took a pic of the sign and emailed customer service... NO RESPONSE! i also have a picture of bears at £15 each - with a sign saying "or 2 for £35"! Hmmmm last time i added up £15 and £15 it came to £30 not £35.
This store is just exploiting children and parents. Totally disgusted. I gave one star only for the fact the girl that actually made the bears with my grandson was lovely, otherwise they would got a big fat ZERO!

If I could rate 0 stars I would love it! They don’t even deserve that. I wish I’d checked trustpilot before hand . Lesson learnt. When you feel like you’ve already experienced the worst company for customer service in your life you haven’t experienced build a bear. They literally are unreachable once they’ve took your money! They sent my bear with a faulty voice recording and they also sent it in a postage bag and the birth certificate was all screwed up. I’m so angry they are so bad

Bought a bear online and paid £6-25 for next day delivery with DPD, I had an email saying that the bear had been delivered by DPD and handed over Mick! The bear was not delivered to my address and a week later still has not been found! I contacted DPD to find out where it had been delivered and they promised to find out and get back to me, nobody ever did, still waiting. I have sent 3 emails to Build a Bear but nobody has even bothered to reply. As this was a Christmas present for my Granddaughter to say I am disappointed is an understatement. All I can say is do not buy off this company online as they do not care what happens after they have taken your money, and do not use any company who use DPD as their delivery service.
Mike Foster

It was good service even though there were few words exchanged. The man that served me had brown curly hair and he had sleeve tattoos. I didn’t catch his name as I was looking at everything and anything to minimise interaction since I have a hard time in public. I noticed he had a semi-colon tattoo and I hope he is doing well. I went to the one in the highcross

Ordered nearly £100 worth of teddies on morning of 16th December as website guaranteed delivery before Christmas. Email recieved stating it was made and dispatched on 17th and would arrive 21st-23rd although funnily enough cannot be tracked as tracking number given by BAB is invalid on royal mail website. Now Christmas Eve tea time and order still not here. Messaged customer services twice-no response. Extremely disappointed for the money spent not to have it when promised-if it even turns up at all! They have not fulfilled their promise. Will be claiming a PayPal refund if not received soon and will never order from them again. Wish I'd read reviews beforehand.

Update 31st Dec: still not arrived and still no response at all from BAB even though dispute raised through PayPal. Horrendous company. Thieves. Will keep you posted.

Update 6th Jan: finally had a response from BAB customer service in the US not sure why as a UK order...And only after PayPal got involved. They admitted the tracking number wasn't valid and no idea on location of order. Now recieved a full refund from Paypal as they ruled in my favour. Buyers beware. If you do risk placing an order from this company do it through credit card or PayPal so you have a chance at getting your money back. Whole experience such a shame as the items that they sell look so good on the website but their after purchase customer service is awful.

I have had the same experience as other reviewers. No update re order, no response to online form enquiries and no one picks up the phone call to the customer services number. Will never use this company again. Terrible customer service.

Terrible customer service. Order arrived damaged and items missing. Been trying for 11 days to contact. No reply to emails. Tried calling numerous times. It’s either closed or you on hold for 30 mins and still not number 1 in the queue

These were for Christmas presents and it’s far too late to sort it out now.

After ordering then reading the reviews I was rather worried. I didn’t receive any emails from them but kept track of my order through their website ordered on the 16th December and received today so quite quick really. I did ask for bear to be dressed which it wasn’t but not a big issue. So would be better if did receive emails but received quickly and all is fine

Service is terrible and won't be using again. Customer service is none existent. I bought 2 build a bears in Trafford centre no cub condos which is 1 of the reason I bought these bears to have the little house box to store them instead you try to sell us a squashed up gift box for £2 that isn't fitting anything extra in all squashed after paying over £100 for items and bears. I had to order a outfit for a bear for Manchester told there was a delivery of condos going to Manchester in 1 day your telling me again there out of stock waited and extra 4 days for a pick up the man at Manchester was very rude and unhelpful after for days late even though it had been then was told you will have to wait 2 hours as he had 7 orders left to put though which took 5 mins each wheres the maths in that. I asked if he could pull my order out as I had to get my son at 12.30 from school was told no you should get a email about 12 well that's no good as I'm miles away service is a joke from start to finish trying to make money on gift boxes and holding back condos delivery service and customer service will definitely not be putting my money back in next year.

I ordered an egift voucher for my friend's twins of £30 on the 30th Nov. She is yet to receive the voucher. I have tried on a number of occasions to call and no answer. I have emailed my complaint through with order number and details and nothing back by email either. What do I do now?! Leaves me no option but to see if I get a reply after leaving a review on here? I will continue to call and email. £30 is a lot of money.

we purchased 2 vouchers for 5 pounds with a spending value of 20 pounds on trying to redeem them we were told they were out of date we said because of lockdown etc we were unable to spend.As we were buying for our grandaaughters xmas present and have previously bought all our grandchidren in the past we felt extremely let down.We tried to e mail the head office but had no response twice.Basically they have stolen our 10 pounds and our grandaughter is a xmas present short. I hope they feel proud of themselves.

I made a purchase and gave the wrong address. I read the CS reviews here and if I listened to them I would have just gave up and thought I lost £24. But I left a message in the contact us section explaining my issue. And I tried calling the 0800 number.
I was on hold for 45 mins and was still 7th in the que. The one song the played is painful to listen too for close to an hour. So I hung up and gave up.
2 days later I get a call from a Chester number. It was them! They asked for my new address and within two business days I got my order. And they had to make a new one! So don’t trust the reviews on here. If that was their experience fair enough. But I can’t fault their customer service. They just need to change the song for when you are on hold for an hour.

I WISH I had read these reviews before ordering online. The process of ordering was simple enough. I was sent a confirmation email shortly afterwards. However the voice recording ID number they gave me was not recognised as valid when I inputted it. I called the customer service number to rectify this. I have now been on hold for 2 hours. I have decided I want to cancel my order now because I do not trust that the rest will go smoothly. How I will be able to do this I have no idea as I do not have time to wait in a call queue for hours. The whole experience has been extremely poor and I did not even go as far as receiving the item. Please listen to these reviews and do not make the same mistake I did. I really wanted this as a sentimental gift for my grandma, so will have to try visiting my local shop in person instead.

Horrendous customer service. The code they gave me to record my voice for the bear did not work. Waited on the phone for over 2 hours and the phone call was ended with me before I even got through. Shameful customer service.
Order number: U1333102

Absolutely disgusting.. Spent over 200 and all items arrived in plastic bags, no boxes like I the shops. Never again.

Hi,
I will delete this review if the issue is resolved but given that they have stopped replying, I can't see this being resolved.

Ordered an item and it never arrived. Emailed them and they said I had to chase the courier. Under UK it the responsibility of the restailer to refund the customer and to pursue the courier for their refund.

I told them that I ordered a new one (it was for a 1 year anniversary) and that I would like a refund for the lost one and that by law this was their responsibility but they have ceased to respond. If this is not resolved soon I will be filling a complaint and leaving further reviews.

This is my 2nd review on this appauling companies on line orders. Further to my numerous emails and calls without any success, my wife phoned and waited 2 hours on the phone to find the order hadn't been sent. As it is a xmas present and not available in store she accepted they would resend. Order confirmation arrives with tracking that doesn't work. Maybe it will arrive who knows but why offer fake tracking? or is it the company are so awful it just doesn't work. Click tracking and instead of taking you to royal mail/dpd it goes to their site. A truly awful business who do not deserve having any customers. THERE IS NO ACCESSIBLE CUSTOMER SERVICE

Part of my order was damaged/ faulty when it arrived after buying it online. I have contacted Build A Bear twice now via their website as advised by email and not received any response. Annoyingly the items were part of a present and apart from anything else the goods are not cheap and to receive them damaged/ not working is frustrating. I currently do not feel I would use them again and would advise others not to bother.

Should have received our order Sunday. Didn't even receive confirmation email. They have ignored our emails. They don't answer the phone. You are left in a long queue. Voice tells you how many are behind you not in front,idiotic. Awful cheesy music played. Cancelling our payment with our credit card.