Build-A-Bear Workshop — Attraction in Lancaster

Absolutely enraged at this location. Brought my 3 yr old in to use a gift card she received a couple weeks ago for her birthday. My daughter really wanted the chameleon. They told us they had one but it was partially stuffed because a child had changed their mind. They said we could finish stuffing it and still put her heart in it. We were given the animal that was still open and less than half stuffed. Stood in the stuffing line for 30mins. Only to have the person tell my daughter to pick a heart that the worker then put in herself and sewed up the half stuffed chameleon. Never asked my daughter to squeeze it to see if it was okay nothing. Just sewed it up. I told her it needed more stuffing she completely ignored me. At this point I'm so mad I go to pay for the animal with the gift card they tell me. O this is a $10 gift card when clear as day it says right on it that it is a $25 gift card. They tell me to call customer service and then give me a phone number that doesn't work. Absolute insanity. My daughter was cheated out of an experience because the staff were lazy and didn't care about the kids they are supposed to...

We went for my son’s 1st birthday bear. There were only 3 other people shopping. We got our bear and directed in line behind another little girl celebrating her birthday too. She had 2 stuffies and they had just started. The other staff member walked around and then took the adults who were ready to stuff their animal and we were still over here waiting in our line. She had stuffed their animal, helped them pick out an outfit and checked them out…all while we were still in line waiting to get our bear stuffed. With our 1yo who didn’t want to wait longer and wasn’t allowed to walk around because he had grip socks on and not shoes. Finally after she was done helping those adults she said they we could come over to her and get it stuffed. After we went to check out, we wanted to do the bundle and she said we couldn’t because we didn’t get the sound. I said okay that’s fine. She said “that’s why I asked if you wanted it when stuffing”…no no you didn’t but whatever. At this point we were annoyed and just wanted to leave. Won’t be...

I went to this location to grab two unstuffed bears for a family member. We purchased them and left to walk around the mall. About an hour later, we returned to the store to exchange one of the unstuffed bears for a different bear of the same price. Staff members refused to exchange or return the items because I didn’t provide an email when I initially purchased them despite having the receipt in-hand. Never heard of a policy like that in my entire life. I contacted Build-A-Bear corporate and they told me that I could gladly return or exchange the items with proof of purchase. Seems like the staff here were just lazy and didn’t want to process the return because it wasn’t convenient for them. Piss poor service. Highly recommend going to a different location. The store also reeked of B.O., and it was not coming from guests because the store was empty the second time we returned. Gross and...