I am writing to file a formal complaint regarding my family's experience at the Build-A-Bear Workshop at The Oaks Mall. My four-year-old son and I visited the store to celebrate his birthday, a tradition we have enjoyed every year since his first birthday. What should have been a joyful surprise became one of the most disappointing customer service experiences I have ever had. When we entered the store, the first sales associate asked when my son's birthday was. I explained that his birthday was June 29 and that we were still within a month of his birthday. She responded, "As long as it's in the month of July." I explained that it was within the past month, and she immediately told me that was not allowed and that I would have to pay full price for the birthday bear. I politely asked, "You can't just honor it?" She walked away to speak with someone I presume was the manager. When she returned, she told me they would honor the $4 birthday bear, gestured toward the eligible bears, turned around, and walked away. She never came back. My four-year-old son stood there waiting, excited for what was supposed to be a birthday surprise. We were left standing without any assistance until another sales associate finished helping another customer. I finally had to ask, "So, is someone going to help us?" The second associate looked confused, looked around for the first employee, and then stepped in to help us. I want to recognize that this second associate was exceptional. She immediately made my son feel special by giving him a birthday badge and enthusiastically celebrating his birthday. The associate who stuffed his bear was also warm, patient, and kind. Their professionalism helped salvage part of the experience, and I am grateful for the care they showed my son. By that point, the excitement surrounding the birthday bear had disappeared. I no longer wanted to continue discussing the promotion after the way we had been treated. Instead, I let my son choose a full-price Chase bear because I wanted to preserve what remained of his birthday celebration. As we were finishing our visit, the original sales associate returned and asked the other employee whether she had collected our name and email "for the birthday bear," despite clearly seeing that my son had selected a full-price Chase bear instead. She continued questioning the other employee while glaring at us. Her demeanor throughout our visit was hostile, dismissive, and unwelcoming. I left the store feeling embarrassed, humiliated, and deeply saddened. What troubles me most is that I watched other families receive warm, attentive, and courteous service while my family was treated differently from the moment we entered the store. Based on the totality of this interaction, I believe we were subjected to discriminatory treatment. While I cannot know the employee's personal motivations, I know how my family was treated, and it stood in stark contrast to the treatment other customers received. As a Black mother, I should not have to wonder whether my race influenced the level of respect and service my son and I received during what should have been a joyful milestone. This annual Build-A-Bear visit is more than a shopping trip. It is one of our family's birthday traditions. Since my son's first birthday, we have celebrated by making his birthday bear together. Those memories are incredibly special to us. This year, one employee's conduct overshadowed what should have been another cherished memory. I am requesting the following: A thorough investigation into this incident, including interviews with the employees who worked that day and a review of any available surveillance footage. Appropriate accountability for the employee whose conduct resulted in this experience. A written apology from Build-A-Bear acknowledging the way my family was treated. Confirmation of the steps Build-A-Bear will take to reinforce its commitment to equitable, respectful customer service for every guest. I chose Build-A-Bear because your company represents joy, inclusion, and creating lasting memories for children. My son deserved to feel celebrated on his birthday. Instead, he witnessed his mother being dismissed and ignored during what should have been a happy occasion. I hope Build-A-Bear will take this complaint seriously and respond in a manner that reflects the values your company publicly embraces. I look forward to hearing from you regarding the outcome of your investigation. read more

My little was very excited to come here to help a family member pick out a bear for their birthday. Thank goodness I came and had been to Build a Bear before beacause the staff were basically there to chat it up with eachother. No one guided us through the process or created the magical atmosphere of building a bear. No on assisted on the computers to make the birth certificate- Literally had to walk over to the group of employees and wait until they were done with their convo to ask for assistance. Pretty disappointed. Glad we got a cute stuffed animal out of it and we did appriciate they had beautiful princess dresses and accessories that were fun. But I will not be coming back here for anyone's birthday. 4 staff members and non managed to make it even close to a good experience. read more

Build-A-Bear Workshop - clothing galore - Toy Stores Near Me - Thousand Oaks, California

When I was a kid Build-a-Bear was so much more exciting! The employees just kind of did their own thing and talk to each other at the register. Didn't really seem too interested in helping or doing anything else. The girl who stuffed the bear was nice enough. The other girl at the register was also nice enough. I feel like build-a-bear used to be so much more fun and exciting. This one felt like just another regular store. read more

Customer service is non existent. No one asked if we needed help. When we grabbed some accessories and went to the register, the employee said she was closed and did not bother calling another employee over. When the other employee came over to the register she was unpleasant and lack customer service skills. Very disappointed with this location. Borderline rude. read more

I went in last Saturday and my daughter made a bear. She loved it but my issue is with the gift card. I had $7 left on my gift card so I asked if I could just cash out. She said no and for some reason I didn't push it. California state law says you can cash out a gift card if it's under $10. I hope it was a fluke and not their business model. Unacceptable read more

Great experience for my daughter's first birthday. Jessica helped us with the process and was so kind and friendly. Awesome birthday activity! read more

My daughter turned 16 and to commemorate her bday we decided to go to "Build A Bear". The sales associates were very nice, she's not a little kid anymore but they still went through all the important things about "building " a bear. It was a fun and nostalgic moment for my daughter. The final result wasn't inexpensive but wouldn't trade watching the joy on my daughter's face for anything. As a parent, I'd definitely recommend going to this shop with kids of all ages! read more

The red fox and the coyote bear were two of my bear-favorite themes when I was a build-a-bear customer. Now a department store sells theme bears to help people get ideas for their themes. Not everyone is good at coming up with build-a-bear themes but they can always enjoy the process of creating something new and original. read more

If I could give negative stars I would... I am appalled by the way the customers and the employees treated my one year old daughter today. It was her first time at build a bear and she excitedly picked out a Simba and was told that she could put sound in the bear while we waited in line to get it stuffed. We went over to get the sound and then after getting the sound (which was off to the side of the stuffing machine) I noticed a mother and her 5 year old son cut my one year old daughter.. I let that go because it's her karma not mine... then we waited for them to finish and the family behind the woman that cut us said they were in front of us too. I finally had to say something and rebutted with "no we've been waiting a while and stepped over here to get the sound put in like we were instructed" the girl working the stuffing machine commented with "well that's a separate line..." um excuse me no it's not we were never informed it was a separate line nor is there signs saying separate line. The fact that they would do this to an innocent 1 year old is disgusting and we will never be back... If you want a nice experience for your child DO NOT GO HERE!! read more

I was going to buy a few build a bears. But I was told I had to put a mask on a 2 year old. So I decided to purchase it from the internet store instead... But why would I do that? It's the same company that makes everyone wear masks. So I think I'm going to order something similar off of Amazon. You discriminate people on not wearing masks. They don't know my health conditions. Im sure build a bear has seen a decrease in sales. And to turn away customers that want to spend their hard earned money here. No mask no service? Well no sales for you. Amazon it is. read more

So sad.. came here to have my daughter build a bear. She was super excited and all we got from the workers were "where is her mask?" My husband and I were both wearing them. They cared more about this than the kids who just wanted to partake in the store. Never going back & spreading the word. read more

Had an amazing time here, the staff very friendly, kind and attentive thank you so much for making my visit really special to both Hannah & Emma thank you guys definitely will buy here again and recommend it! read more

I was one of the kids who came to build a bear once in my life and was extremely shy and the whole process was very overwhelming. So naturally as an adult now I had the desire to come back and relive that experience. I would highly reccomend any adult come back and do the same thing. Making a bear was one of the highlights of my year. I picked the Animal Crossing KK Slider and dressed him up as my husband. At first I was a little bummed out at the lack of options. I was hoping to find the alien bear or the axolotl but they were out of stock. I understand that as a kids store the selection would probably be more appealing to kids but for me I didn't want a paw patrol dog or a rainbow sparkle bear. And I'd also like to see more animals. There was only one dog and one cat that weren't from a cartoon. As far as the clothing went I did find some things I really liked and I didn't find them to be crazy expensive surprisingly. I really liked the roller skates and the glasses options. Super cute. The building process was very cheesy but super fun. You can pick a voice box, scent, heartbeat, and a heart. I got birthday cake scent and a silver heart. Opted out of the heartbeat and the sound. You get to pick the firmness of the bear as well and I got medium. The birth certificate was super cute and fun to make. My bear with glasses, pants, and boots came to around $60 with tax which to me was completely worth it. It's a somewhat custom item and I came with a friend and the whole experience was just so much fun and I'd do it again any day. Pro-tip: if you want more simple or neutral clothing options for your bear, go to JC Penny clearance baby clothes section and get 3 month size. That's what I got for my bears shirt! read more

Build-A-Bear Workshop - Toy Stores Near Me - Thousand Oaks, California

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"We've actually had lots of autistic kids here who were fine with wearing a mask" is their answer if your 3 year old kid is autistic and unable to wear a mask in their store. read more

Going here as an adult is so fun. Jillian was so lovely and helped my sister and I out. It was quiet, clean, and so friendly! We got matching frogs with overalls. Coming back with more friends to build more bears! read more

Why say you have something in stock online and when calling in store to make sure they said to check online and it does and when calling to confirm they yelled at us rudely saying no they don't have it. read more

Bears look very strange with wigs on, but I still like the concept of customizing your doll to give it a personality of its own. Build A Bear makes buying a plush doll a fun, creative, hands on experience. You start out by picking the unstuffed doll, then getting it stuffed with a heart tossed in, give it a name, choose an outfit, taking it to the cleaning station, etc. The doll variety changes often and they had Rudolph, Clarice and Bumble for Christmas. Right now they have Keroppi and My Melody, owls, dogs, bears, and more. The prices aren't that bad, $15 for a hot pink Hello Kitty bed seems reasonable and the dolls start at $10. Accessories start at $2. You can get wigs, sunglasses, guitars, cell phones, strollers, chairs, shoes, outfits (fancy and casual day and evening wear, pajamas), rattles and more. Everyone could use a few more plush friends. read more

Build-A-Bear Workshop - Toy Stores Near Me - Thousand Oaks, California

From Jim's granddaughter: I am disappointed in build a bear workshop because I've been waiting in line for 2 1/2 hours. I am disappointed that I didn't get my unicorn because I knew I would not get my build a bear in time to pick up my grandma from work. l was disappointed after being in the car going to Mission Viejo to see my mom and dad so... now I don't think I'm gonna go to build a bear workshop again, even though I got vouchers, One for me and one for each of my sisters. All of these people are waiting. Some people even say that there's more trouble inside the actual shop! I bet that there are little children waiting to stuff their animals and they must be crying because of the time it takes to get the bear. All these people are probably choosing their animals and I bet my sisters and I can't even get the one that we wanted because all these people have already taken them. Some people have been waiting in line from 7:30am even before the shop opens at 10am. Just because you can get The price as your age for a bear. ONLY on Thursday, July 12th 2018. Here's a suggestion or solution: 1: I think it would be easier just to grab and go which means build a bear workshop could already stuff the Bears so people can just grab them and go. Maybe, buy the clothes that they want shoes,roller skates, whatever they need at a later date. Then the line from the next huge sale could go quicker and people wouldn't have to wait four hours. 2: Give a coupon, so you can get the same price of your age another day because you've been waiting in line for so many hours and then you realize it is for nothing. So then you can be like yay! Because you can get it another day when there are no stressful lines. 3: Maybe, the Manager could get everyone's phone number that is in line and then text them a date when they could come back and have a comfortable experience inside the workshop. read more

I took my godson here and he was so happy to get his bear. Overall, the bears and outfits are cute but very very overpriced- be careful, it's easy to spend $50+ on a single bear. I'd give this store an average rating(3) but I'm writing this review and giving it 5 stars mainly because of the employee who helped us; Kaylee. There was a long line of kids and although the line moved fairly quickly, she made each bear stuffing experience special for each customer (not only the kids). She was extremely nice, relatable and had great customer service. read more

Not sure why this place has a 3 star rating but my daughters love this place. The bears actually aren't that expensive and run under $30 each. If you get one outfit and a few accessories it runs approx $50 which is a small price to pay for the experience the kids have and get to bring how a really nice custom bear which they designed themselves. That's priceless. Great concept. And my girls are excited about going there again to get their Valentine's Day bears!!! read more

Build-A-Bear Workshop - Toy Stores Near Me - Thousand Oaks, California

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my son wanted to get my daughter a build a bear for her 21st birthday, as soon as we walk in we were greeted with stares. No "welcome" or anything like that. Since we already knew what we wanted we proceeded to pick out everything we needed, and let me tell you that I can probably count the words with one hand that were said to us by the employ walking the store. She was kinda standoffish, every question we asked was met with a short and to be honest rude answer. Now I get it, my son is 16 picking out a stuffed frog for his sister, but isnt this supposed to be a special occasion kinda place? Anyway, it's safe to say that we will not be back or recommend this place to anyone we know. read more

Came in yesterday to purchase a birthday gift and the young woman who assisted me and my mother was very kind and helpful! She gave suggestions and made our experience a pleasant one. The last time I had been to build a bear I was a child, but even now as an adult, I had a great time lol. Thanks to the build a bear team from The Oaks! read more

I haven't gotten to go yet during the pandemic but I went there twice to make a new friend and to get some surgery done on my Tracker and the staff were very friendly both friendly I recommend going to make a new furry friend. I can't wait to go there again soon read more

Come often to this BAB location since it's the one closest to me. It's addicting!! I "built" my teddy bear and now I'm always stoping by and buying new clothes for him! Lol it's fun! Staff has always been friendly! Love how they refer to my teddy as if he were my baby! :) kids love it here!! If there's a birthday party going on its hard to get assistance :/ (dislike that) location should definitely have more staff working when there's a bday party! Overall nice, & fun... But pricy read more

Build-A-Bear Workshop - All geared up! ...at the dodger game! - Toy Stores Near Me - Thousand Oaks, California

Being a little kid Build a bear was always on the list at the mall. From the outside looking in it was a wonder of adventure just beyond the doors. The whole process is wonder for a child. Picking out the animal to helping stuff and at a heart then to dress it and name it is so special. Coming to this Build a Bear as an adult was little different but bringing my service dog along was a great experience. She helped get her animal she wanted and they even let her step on the peddles just like the kids. We skipped the clothing and then checking out was a breeze. The workers where great they understood that she was working and not to pet and to help keep others way from her. Do be careful because you can ring up a big bill in a few seconds depending on what you buy. There animals do hold up for years I got a penguin when I was 6 and I still have it ay 24 years old. My dog has had hers for 5 years and not a hole has happened. Moneys worth for sure. Don't know when they will open again sense COVID has happened. Want to get her a new one soon for Christmas. Over all great clean store, with great customer service. read more

I went a few month back and received horrible customer service. The lady was RUDE and argumentative. No matter what goes on in this world being rude is NEVER okay in customer service. I have worked in retail A LOT so I'm not just some random person looking to write a bad review. Her behavior is exactly why I WILL NEVER shop at build a bear again read more

This store is adorable. You pick your stuffed animal and they will stuff it to your liking- on softness, hard or floppy than you can give it a name certificate, dress it and so much other cool stuff that I've yet to experience with. The price will tally up on all that you choose to do to it but you can also just choose the animal to your liking and have them stuff it. They average in price range from 15-30 bucks. Outfits average about $15 They do carry some really cute stuffed animal choices. Definitely a place to hit for the stuffed animal lover. During my visit the choices I saw was a baby red panda, Puppy (loved this one), 2 choices of bears, My little Pony's, Raindeer, Snowman and a few others that I can't remember. They change it up to- with Holiday seasonal stuffed animals. I came during the Xmas Holiday and even when they were busy- the service was excellent and the girls working here all friendly. read more

I would not recommend going here. My girls had to deal with such a rude employee (older lady, seemed annoyed to even be there, not someone I'd hire for a family friendly store) today. I went to another associate and asked for a manager to speak to or customer service contact. He said they don't have managers or customer service contacts. Terrible customer service. Maybe it's due to temporary holiday employees??? read more

I know that build a bear has their own service survey which the stores do receive and try to implement changes when they can. (Personal experience) Store can't do anything about prices or coupons (everything is controlled by their main corporate office) but service wise staff is friendly and knowledgable. I like how they have stickers for the kids for special occasions (birthday, 1st visit, furry friend fan, etc.) great way to make it extra special just gotta ask! Many choices but definitely cater to girls rather than boys with product. read more

My daughter plays here for hours at a time. She gives bears a "bath", brushes them, plays with the unicorn on roller skates, and the monkey on roller skates. Tons of fun for kiddos and friendly staff. read more

This location is absolutely fantastic. Every person working was totally into the process of building a bear and made it a really special experience for my four-year-old daughter. It was interesting because all the adults working there seems to genuinely enjoy the process of creating a bear for a child. There are so many options to choose from that any little boy or little girl should be able to find something to snuggle with here. read more

My son really enjoyed build a bear. It is extremely pricey though. His stuffed bear cost 50$, and that was being fairly thrifty. Other then that he loved running around picking stuff. The only feedback I would give is that there was a party the same time we were there that overtook the whole place thus we recieved little help .....make sure there is no party planned when you take your kiddo to build a bear or go on a weekday :) read more

The website is the worst! Discount indicate they are applied and then are not applied after checkout process is complete. I call the customer service number and got an intelligible garbled message. Then I drill down to FAQ and find promo codes cannot be combined after the checkout process tells me the codes have been applied. The service I received in the to store was great though. This web site needs serious work by someone who understands how to impart information to the customer up front. read more

Wow!! Worst service ever!!! They cater to birthday parties & not to people just coming in. My daughter & I waited 40 minutes just to stuff her bear. Hard to believe only one stuffing machine. When I nicely said something to the lady stuffing the bear about how many birthday parties there were, she blamed them being so busy on the new Elsa bear. Ok. Now, time to name the bear, only 4 computers (of course all being used by the birthday parties). When I asked the manager if this was the only place to name the bear, she rudely said yes & rolled her eyes. Right after I was going to pay, & the manger looks right at me & says this is a good time for a break. WOW!! Great manager!!! If my daughter wasn't with me I would not have gotten the bear. That being said today is the last day I ever buy from this place. read more

Went there today to make a bear for my boyfriend's birthday. Nikki was so attentive and very personable. She helped us pick out everything we needed and seemed genuinely nice and caring. Best employee ever! read more

Absolutely love this place. Great for personalized gifts and it is fun to create! The staff are incredibly friendly as well. I will definitely be back soon! Peace n blessings to all read more