Build-A-Bear — Local services in Fairview Heights

I am extremely frustrated with the service provided by Jaxon and Kira during our recent visit today. After spending close to $100 on 3 empty bears and 3 voice recorders, their complete lack of empathy and assistance was unbelievably astounding. We are from out of state trying to create a special keepsake for 3 kids whose grandmother just passed away TODAY. My girlfriend, who works in the medical field, uses these voice recordings devices regularly. All we requested was for them not to seal the bears fully so we could insert the recorders at home, where we could ensure better quality heartbeat recording could be heard as opposed to it having a bunch of mall background noise. Instead, Jaxon insisted on needing to check with the manager because of store policy. When Kira, the manager, arrived, we calmly explained our situation, only to be met with a dismissive "No, I'm sorry that's against our policy and we'd get in big trouble" delivered with an almost mocking demeanor. It felt as though she relished in denying us assistance and playing gatekeeper, showing a complete lack of compassion and almost laughing under her voice. We didn't even get an "I'm sorry for your loss" from either of them. We weren't looking for it but it's basic customer service. Now, we are sitting in the parking lot across the street at Hobby Lobby, having to stuff the 3 bears ourselves to avoid a 3.5 hour round trip tomorrow before we leave to go back home. All this simply because 2 teenyboppers with the smallest amount of power have ZERO empathy or discretion to put "sToRe PoLiCy" aside and just help someone in a situation.

I sincerely hope the store owner addresses this lack of empathy and basic human decency with their staff. For anyone considering a visit, I'd recommend going across the street to Hobby Lobby, where you can buy a stuffed animal, a needle and thread, and a voice recorder from Amazon (search "mini me voice recorder") saving yourself both money and...

July/2021: Let me start out with the positive elements. It is extremely fun, even as an adult to make these bears. I went with a friend of mine, and the nostalgia from being a kid plus the added fun of creating your own bear is such a lovely experience. The staff was so kind to adults and to kids. We worked with Tyler today, and he was really great and made the experience very fun and memorable. The down side to this location is since it is a kiosk and not a full blown store anymore, they have severely less options on stuffed animals, accessories, and clothing. Half the fun is choosing an outfit that really matches your personality, and it was hard for me to do that since the clothing items were little. The other downside is the cost. Oh the cost. You are REALLY paying for the experience. To make 2 bears both with sounds, and 1 clothing item each plus sunglasses for one of the bears and boxes (which now cost $0.95), it was $80!! If your going to build a bear, expect to pay an arm and a leg. It’s worth it for the experience but not one you can pay for more then once a decade!

We actually got the stuffed dinosaur a baby shirt at Walmart since we didn’t find anything that fit the dinosaur.

August/2022:

The employee (black hair, dark skin, with a baby yoda on his back) was definitely a little snappy but the biggest thing was he totally gave my little brother things without asking us and then after we saw them and said no, he would take the items out of my little brother’s hand and say I’m so sorry to my little brother like we were bad people for not letting him get expensive add ons that he didn’t want or ask for. He would also tell us it’s only $$$. He had a great time because he was to young to notice but as the adult experience we felt very pressured to buy extra things we didn’t come prepared to buy. My advice is to always ask the parents before offering...

Had an absolutely horrible experience. Me and my children were never once greeted. My 2yr old daughter picked up a bugs bunny bear because she was excited and one of the workers named Paige yelled at her and told her to "put that down" and "not to be runny off with merchandise"! She then proceeded to yell and tell my children that they couldn't stand near the kiosk that's in the middle of the mall. So by this time I'm not only irritated but embarrassed so instead of yelling back and her I look to see was there a policy sign hanging for shopping in or hanging around the kiosk. I was then approached by another employee asking if I planned on purchasing anything. I informed her that I had every intention to but after the way my children and I were being treated I changed my mind and would like to see a copy of the policy. Paige then began to raise her voice and tell me she feels that should be policy in every store, and that my children didn't need to be standing there. Long story short after going back and forth, being disrespected, and taunted she finally gave me corporates number I'm still waiting to hear back from someone because my 7yr old is very upset! On the way home he said mom she yelled at us with the mad voice and said we couldn't stand there, we can't shop there and the fact that he's said upsets me. I'll never shop at build a...