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September 2024 by Christine Lu
My daughter and I were at the Build-A-Bear at Hillsdale Mall, San Mateo CA today, on 9/22/24. I had a terrible experience. I picked a sound and one staff helped me put it in one of the stuffed animal's legs and told the cotton person to hold on to it. I think the cotton person forgot, and the sound ended up near the head; it's not a desirable location. I asked another staff (Tanya) for help and she refused. She said: "it will move around anyway", "it's not it might, it will", "all I know is I'm not opening this thing." She offered no resolution, no apology, and in the few minutes we interacted kept repeating that "it will move around anyway" to force me to accept and pay for the poorly made product. Her tone was snarky. When I explained that the first staff told me he would put the sound in the leg and so I expected that, she wouldn't listen, and again repeated: "it will move around anyway." I was not able to have a conversation with her. In the end it was the first staff (I don't know his name) who helped me move the sound in the leg. When I was leaving, Tanya said: "it's going to stay there for an hour and it will move." Well I got home and it's been an hour and it has not. What was the point of saying that anyway? It was very belittling. To think that I paid over $50 for a plush, because I am paying for the experience, and this is what I got. I am so disappointed.
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August 2024 by Ana Carmina
My experience here at the store was absolutely amazing because of Alexis! Where do i even start... Alexis greeted me and my sister in a very genuine and friendly manner. Alexis suggested a few things and gave me enough time and space for me to decide and finally got the bear i wanted, and Alexis stuffed the bear real good. Alexis went above and beyond with the bear really thankful to you Alexis! I'll be back to the store and hope to see you again!
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July 2024 by Grace Lin
Such a cute shop!
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July 2024 by awndreuhhh
Hailey was super sweet and answered all my questions. Such a super star.
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April 2024 by puneet puri
They charged us for stuff we never asked for. It almost seems they are trying to scamPeople as they are often not checking the bill copy.
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February 2024 by Shamema Nasrin
Very nice staff, I love this Build-A-Bear workshop. I want to thank all the store members for making my daughters first build a bear experience memorable one! I will definitely come back again :)
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February 2024 by K Sti
Great concept, kids had a blast. Bears seem to be pretty good quality too. Will be going back
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November 2023 by Andrew W.
Let me start with the good: I'm happy with the basic Batman bear that I bought for my daughter. It's certainly a positive outcome and the bear is wonderful, complete with a "birth certificate" with the bear's name and other details. That is not why I'm writing this review.I'm writing this review because this is overall a negative experience where you spend literally every moment in the store being up-sold by employees, who verbally rush you through a pre-planned sequence of options that are, at best, only partially or marginally disclosed by small pricing placards in the corresponding area. Most importantly, the bear on display that was listed at $32.95 on the shelf with a complete costume is not the actual bear, nor the final cost. The actual bear is an empty skin that costs $32.95 that is then filled at the filling station, which is fine. But first they take you to the "voice" station where, for an extra $8.95, you can select a voice for your bear. I was unclear whether this is a chip/speaker that goes into the bear or is just a novelty that you get to experience. Either way, after the voice station, you get to choose a "beating heart" for your bear for another $6.95. Don't worry-- the "basic" heart is included if you are too cheap to give your child's bear the beating heart. Oh, and the costume that is actually needed to make the bear look like Batman is another $12.95. Same for the boots that the bear on display was wearing-- those are extra, as are all the other accessories. Basically, if you want anything beyond the filled skin with the Batman logo, you're looking at doubling (or more) the price of what was marked under the completed bear. I felt manipulated into spending as much as possible, and also ashamed that I didn't spend the $6.95 on the beating heart for my daughter's bear. In other words, this was a negative experience when it should have been a positive one. It's also clear the employees are in a huge hurry, which makes sense because a custom bear for $32.95 that takes 10 minutes to complete is not a super efficient use of their time. I get it-- but maybe they should charge more and include more.Don't get me wrong-- there are a number of positives to building your own bear here. But I'm glad that my daughter is not old enough to understand capitalism; sadly, this workshop has a monopoly on building custom bears and there is nothing I can do beyond complaining on Yelp.
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November 2023 by Benny H.
Never really done the Build-A-Bear thing, but my daughter want to try it and said, sure. Good news is that's it's a very positive experience. Bad news like everything else these days, is that it's expensive. They are going to get your money for sure. Still, my daughter was really happy at the end, so it was worth it. It's not just bears you can build here, but dogs, cats, and other creatures. It has a wide selection of creatures, so that was also pretty good.
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November 2023 by Tykishia Green
I brought in my child's beloved toy for repair, and the store's technicians displayed remarkable expertise, restoring the toy to its original condition. The attention to detail and care taken in the repair process were commendable, ensuring the toy's longevity. The repair cost was reasonable, especially considering the sentimental value attached to the toy. The store's commitment to preserving the joy and memories associated with the toy made it an excellent value for the service provided.
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November 2023 by Strawberry Sweeties
Had the most amazing experience today with the friendly and attentive staff. There was a character meet and greet and while it was a busy time the staff were able to help with everything fairly quickly with happy spirts and warm welcomes.The person helping at the stuffing station really bought the best energy for a nervous couple and the cashier did as well whom even helped us get the very last Cinnamoroll PJs available.I have been to this location one time before when it was less busy almost three years ago and felt it was missing that energy and warmth but was delighted to see it has come back for some holiday fun.
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November 2023 by Tykishia G.
I recently visited this toy store with my child, and the service was outstanding. The staff was friendly, knowledgeable, and helped us find the perfect toy. The quality of the toys they offer is exceptional, and the prices provide great value for the value received. We left with a smile on our faces and a fantastic toy in hand.
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November 2023 by Skylar Krieger
Jeanne was great! Very helpful.
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November 2023 by Anita T.
The aspects that are about the experience itself are fine. It's fun, kids love seeing all the clothes (even if they didn't build the animals themselves) and the stuffies are good quality and well built. However, this place is kind of a ripoff because everything id a little more than buying it online and then picking it up here. You would need to wait until the next day too so you can't even order in store and they won't honor the website price, strangely. Additionally, the clothes don't fit all animals the same so I'd try them / bring your animal - we got a onesie that is way smaller on one animal and fits well on another. Lastly the staff was grumpy and when we had a problem with our gift card they had no idea how to deal with it or override it. Overall, not dying to be back but unfortunately my kids want more doll clothes
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October 2023 by Celine stephan
Awesome place!
