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November 2025 by Cassy Spitz
My fiancée and I went yesterday and from the start, Phil was friendly and welcoming. We very much enjoyed our visit because of Phil, so much that we named our new friends “Phil and Philette”
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November 2025 by P B
As someone who has worked customer service jobs, I experienced the WORST customer service at this location. I came in looking for a gift for my daughter. Whenever I asked the employees simple questions, they replied with an attitude and made me feel stupid. There was a red-haired employee who wouldn’t stop staring at me like I was a weirdo, which made me feel judged and unwelcome. I also heard two other employees in the corner talking about other customers still inside the store and how annoyed they were. At least wait until they leave the store!!! How incredibly UNPROFESSIONAL!! I can’t believe they are allowed to act this way. I will not be coming back to this location and I urge others to please choose a different one.
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November 2025 by Cynthia Leon
Phil is the weirdest manager I’ve ever came across I felt uncomfortable with him and he kept making me and my little cousin uncomfortable by his actions he was harassing us the entire time. My little underage cousin felt extremely uncomfortable near him. The other associates are kind and nice BUT Phil is unprofessional and needs to be fired!!!
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October 2025 by Sydney Nakamakula
While I enjoyed the overall service and the people who worked there were very nice. I did not enjoy the fact that the prices were outrageous. I was not able to get any clothes or do any extra things for my bear because of the pricing. I wanted to get a little voice recording for my bear and I also wanted to get more clothes and the beating heart but I couldn't because of how bad the prices were. I would go again but I would definitely prefer if their prices were quite a bit lower
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October 2025 by Rudra Patel
Great place!
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October 2025 by Gregory Carver
The moment I walked in, the amazing man named Phil greeted us in and his smile radiated through the store. He answered our questions, built my bear, made me and my friends smile and laugh. He was attentive despite him being busy meanwhile his co worker saw us waiting and ignored us. Waited until we approached her, just to claim she’s busy and called Phil. Phil was lovely, wished I could say the same about the other worker.
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September 2025 by Ram Kumar
My child had a wonderful time building a bear, choosing accessories, and enjoying the whole process of bringing it to life. It was definitely a fun and memorable experience, though I found it a bit too pricey for just a toy bear.
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August 2025 by nellie
phil is 🐐. was very attentive & funny helped me with my accessories for my injured basketball cat. thanks phil
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August 2025 by Venus Peterson
First and foremost, where is the store manager Stephanie???!!! Build a bear is something my kids really enjoy and absolutely love Stephanie, our entire family does. The store was very chaotic, and the staff was not attentative at all. I actually had to find the workers by going into their backroom. I guess there is a manager named Phil who was very rude to us and never once tried to upsell anything we got. This was the cheapest trip for us but very disappointing experience
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August 2025 by Yett spaghett
I got back into build a bear recently and phil made the experiences of when I go enjoyable. Takes me back to when I'd go constantly as a kid. The smiley faces on the little tags really ties it all together too :D
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August 2025 by Lisa Velez
I was pleasantly surprised by the service that I received at my recent visit. The staff here can be a hit or miss but every time I see Jose I know it will be a great experience. He is always very friendly and helpful! I wish I could make sure he was there every time I visited this location.
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August 2025 by Rosa
I’ve been coming to Build-A-Bear for over 10 years and have always had wonderful experiences, but during a recent visit, I witnessed an unfortunate situation. A very upset guest took out her frustration on the staff over something as minor as someone cutting in line—something she could’ve handled herself without escalating. She was extremely rude, especially to the kind woman working up front, Haley, who remained professional and sweet despite the mistreatment. Another associate tried to step in and help, but the guest lashed out at him too. It was upsetting to watch.
Haley is always such a joy and makes every visit feel special. My son, who is autistic, absolutely loves Jose—he doesn’t open up to many people, but he talks to Jose every time we see him, which means the world to us. The team here is incredible and didn’t deserve that kind of behavior. Thank you to the staff for handling the situation with grace—you are appreciated more than you know!
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July 2025 by jessica carter
Me and my mom decided to take my cousin to build a bear . There are no places close to my house. The people allowed her to stuff her bear. The outfits were so cute i even wanted to get a bear myself . She got to name it and got a birth certificate for it as well. It was a great experience.
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July 2025 by Stefanie Bittner
Had a great experience getting my 4 year old his birthday bear at this location. We usually go to the kiosk at the Rosemont Fashion Outlets and were excited to go to a full store. Mr. Phil was especially excellent with both my kiddos and my 4 year olds questions. Of course we wound up with a couple more friends taking advantage of the buy one get one for $14. We also brought a previous purchase that needed a repair, and found out that Mr. Phil is an excellent bear surgeon. The store was well organized, clean, but very busy! Will visit again.
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July 2025 by Lucid Yui
WONDERFUL AND ATTENTIVE SERVICE!! I visited this store for the very first time today at this location in hopes of buying a Kuromi Bear for my cousins birthday and was so taken care of by Phil. Truly exceptional and above & beyond service. Phil was so attentive to what I wanted for the bear and spoke about so many great add ons for the bear. I was a bit surprised and taken a back by the negative reviews at this location. I take into account that everyone has a different experience good or bad, but let’s refrain from taking illegal unsolicited photos of employees at work. Not only is it illegal since no permission was granted, but straight up rude. Yes I am talking about YOU CCDaughter. These workers do their very best everyday to make a child’s’ life long friend and it shows very clearly. I find it very inappropriate that taking unsolicited photos of employees at their workplace is somehow reasonable enough to publicly bash them at their own workplace. Besides the bad apples whose misery loves company, I had such a great amazing experience at this store and they truly deserve more recognition for what they do instead of what a human being might make mistakes on. We’re not perfect right? Great EXCEPTIONAL SERVICE!!!!
