Build-A-Bear Workshop — Local services in Pineville

I walked in around 11:30 am with my granddaughter. It was early and the store was not at all crowded. I stated to the girt that it was my granddaughter's birthday and that we'd never visited a Build-A-Bear store. The girl greeted us and didn't even acknowledge her birthday or that we'd never been here before and we weren't even offered the free birthday bear. The store was clean and well stocked however. After choosing her friend, we proceeded to do the stuffing and were offered to choose the sounds, scents, etc., there wasn't anything very special about that part of the experience, it was treated more 'mater of fact'. We chose an outfit and an accessory and a young man was helpful with dressing. It was disappointing that we weren't told about the certificate or about the area where we could take a picture. We left without either of those items or the free Birthday Bear. As I mentioned before, I stated as soon as we walked in that it was my granddaughter's birthday and we'd never been there before. After our visit, I spoke with friends about their experiences but theirs was at a different store. Their experience seemed much more engaging and was made very special by the staff. This was disappointing to me because the price of the gift and accessories is quite a lot so I expected to pay more for the great 'experience' I had heard about rather than just buying a stuffed toy. I also need to add, that I tried multiple times to create an account online without any success. I enter my credentials as prompted, then it shows to click 'continue' then it takes me back to the beginning over and over and over again. I tried logging in with what I previously provided but it didn't take and doesn't recognize my...

I took my little nephew in to get a birthday bear. I live in SC and he lives in NC so I don’t get up there that often. I am a rewards member and truly upset by the entire experience. His birthday was September 19th and I thought the program graced for 1 month from his birthday but apparently I was wrong and they didn’t care. First upon walking into the store we weren’t greeted or help at all we stood there for a good couple of minutes before I had to say Umm we need help here. Lindsay was the one who then came over and she was the worst yet!! She asked the birthdays of the kids and I told her and she then said my nephew couldn’t get one because it was past his birthday! To do that to a child and a store that is to be magical is disgraceful and on top of that she didn’t care 1 bit!! She doesn’t deserve to be working there. So I asked to call corporate and they were more understanding and while on the phone they reached out to the store and the store manager I didn’t get his name also said there was nothing they could do!! And corporate couldn’t go around the store on this, never have I ever experienced such horrible customer service especially when dealing with things for children!!!! We would have been better off lying about the birthday to begin than to tell the truth I guess lesson learned. So to sum it all up my little nephew who was excited for the birthday bear didn’t end up getting one because Lindsay and the manager were the worst when it comes to customer service and helping to make a child experience in their store a magical and memorable one. Absolutely disgusting and disgraceful! Also is you see Lindsay working just walk away! ...

We went to this store this evening to celebrate my daughter’s birthday. According to Google, the mall (and this store) was scheduled open until 8:00 PM. We arrived a few minutes before 7:00 PM and were immediately told we had 9 minutes to make a decision because they were closing. They were right about the closing time, and Google was wrong. But is this the new normal for customer service in retail? I worked in malls and retail from 2000-2015 and we never turned last minute customers away. We would sometimes lower the gate or lock the doors from the outside, but we stayed and took care of them. Sometimes for over an hour. I never planned to leave work “on-time.” We stayed, helped the customer, and got paid for an extra hour of work. I’m not sure if this is a case of mall management enforcement or lazy employees- but no matter the case, it was definitely a 2-star experience. Zero effort to go above and beyond by the staff. I would give 1-star, but at least they nicely told us to pick our stuff in 9 minutes...