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Join 333+ users reviewing Build-A-Bear Workshop. Read verified ratings and real customer experiences on buildabear.com before you order.
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February 10, 2026
by: Jennifer Hunter
1.7 / 5
Average user rating
333
Total reviews
Why these reviews matter
We aggregate and refresh feedback continuously so you can gauge real customer experience and service quality for buildabear.com.
Brands may not incentivize or pay to hide reviews.
buildabear.com Reviews
Read real experiences from customers of buildabear.com.
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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
Flore Florelina
January 17, 2026
Excellent, as always 👍
As always, i'm so delighted with Buildabear.com 😊 Excellent quality of plushes and services 🥰
Mel Ella
December 31, 2025
Worst website and customer service
Where to begin?Problems on the website:- Items that appear to be in stock but are not- Items that cannot be shipped together, forcing you to pay for shipping twice.- Problem with the bonus club So you contact customer service, which is incompetent and unhelpful.
Tracy Pepe
December 28, 2025
I ordered a Sonic the hedgehog build a…
I ordered a Sonic the hedgehog build a bear, with sounds, shoes and the ring. The whole special package. Only available online. Granted I did order it in the end of September for my autistic son who loves sonic. Didn't open the package, as I have ordered a few times before and everything was fine. Sent it out when it came. Got notified that it actually wasn't sonic. It was shadow. With the shoes and ring. But the shoes won't fit cause shadow has shoes on(fabric part of the legs), and no sounds cause it's not sonic. My son does not like shadow. I contacted them today to tell them about the mixup. But apparently, even though the website says 90 days in store returns, doesn't mention online returns, they said there was nothing I can do. They won't return it, exchange it or anything. So he has a shadow doll that he can't stand, with shoes that won't fit, no sound effects and a ring that was meant for sonic. The workshop certificate also says he's blue with green eyes. This is extremely frustrating and they should fix the mistake they made. They should make it right. But they won't. So they lost a customer. I will never order from them again and I will never visit their store.
Ru
December 27, 2025
DO NOT SHOP BUILDABEAR.COM
DO NOT SHOP BUILDABEAR.COMYou ruined Christmas. The only thing my girlfriend wanted was the giant snoopy plush. For several days you refused to take my payment information telling me try again in a couple hours. Four days went past and after countless attempts with 4 different payment methods, I could not wait any longer as Christmas approached, and phoned Customer service. Phone call one, cold, unresponsive, told me "system wouldnt let them connect me to a supervisor"Phone call two, after arguing with staff I was eventually transferred to a supervisor, using my 5th payment method over the phone, bounced. Told to contact my bank. Contacted my banks, told by BOTH banks that they received no payment request from you, and was therefore nothing they could do about it. Phone calls 3-5 were also unresponsive, and told me to contact my bank (not listening to me telling them several times that I already had and shutting me down when I asked to speak to a senior)Told by someone on the text chat system that staff in store could bypass payment walls, (without checking where I'm from) Phone calls 6-10 I was just getting consistently shut down by advisors and abruptly hung up on. Visited BaB Glasgow Buchanan Galleries. The one place I found a friendly, caring, and responsive team, despite the Christmas rush. The manager talked to me about my issues but told me unfortunately little could be done in the UK, all they could do is talk me through the online ordering process, leading to the same old error message. They told me due to UK laws, they could not provide the order in store for me, as bypassing the payment walls was a US thing only. Not only did you refuse to take my money for my girlfriends ONLINE ONLY Christmas gift, you also gave me rude, blunt, unresponsive, and unhelpful customer service, hung up on me abruptly when seeking advice, and gave me incorrect information consistently, sending me on a wild goose hunt for a £100 gift. This was all because your tech hadn't even sent a request to my bank accounts. Despite several attempts for THE SAME ORDER. Hardly scam worthy activity, I just wanted my girlfriend's favourite character as a plush.This is absolutely disgusting and disgraceful customer service, do not dare tell me you "❤️" your customers. (This being said, the staff at Buchanan Galleries deserve a raise, they were all excellent)
Ab
December 26, 2025
Poor service
Poor customer service combined with very expensive items is unacceptable. The products are overpriced, especially considering that similar quality can easily be found online for much less. Expensive items should come with a high standard of service, but unfortunately, the service provided did not meet even basic expectations.
Consumer
December 24, 2025
0 Stars. Sending out half finished bears for £60 lol
Absolutely awful. Sending out half a finished bear for £60 and their customer services over in America are absolute morons and don’t care. DONT BUY FROM THEM ONLINE
Dawn
December 5, 2025
Don’t buy from them online
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.
Kristin Cottreau
December 5, 2025
Absolutely terrible customer service
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.
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