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September 2025 by Breanna
I forgot it’s not a physical store and is just a booth in the middle of the mall aisle. I was still really excited to look around anyway and the person who did stuff my bear was kind and thoughtful, not pushy. I sincerely appreciated their help. They did a good job. I believe their name tag read the name Mabel. But the others there today were not so great at helping me today and that was disappointing. I had to wait quite a while when there were numerous other staff just kind of standing around while this person helped the 1 other customer they had. They were talking about peas and just watched me as I waited in line despite the stuffing machine not being used by the other customer either. It just seemed like they only staff who was willing to help me was Mabel. Everyone else seemed to not be willing to help even when I directly had asked. When I got to check out the cashier was unpleasant. She was obnoxious in a fairly normal way for a lot of mall cashiers where they pressure you about giving away your personal information and seems just annoyed to be having to assist people. But what really frustrated me was she then said “And which bag do you want for your bear?” Confused, I ask what she means and she moves out of the way to reveal string backpacks that were for sale, not complementary… I decline, saying I have no interest in buying a bag I will just carry the bear. What happened to the cardboard boxes or a normal plastic bag? It would have been fine to ask if I wanted to purchase a carry bag but the way she made it sound as though it was obligatory for me to pick one with my purchase almost tricked me into spending even more money there - and for a bag i didn’t want or need. I felt so uncomfortable with how her demeanor was through the transaction that I just carried my bear and the costume and shoes I chose and dressed it at a nearby store with a table. I just wanted to leave as soon as possible. Because of the cashier it kind of ruined what I hoped would be a nostalgic experience for me. I like my bear, but the experience was not it. Thank you to Mabel for making the stuffing process a good one. I just wish they had been available to do the transaction because then my experience would’ve been just fine 🧡
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August 2025 by Alyssa
Ghost kitty <3
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June 2025 by Natalie Kleckner
Overall a wonderful first time building a bear!! The worker was very kind and helpful, and made the whole experience very whimsical and exactly what I was hoping for.
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December 2024 by Candice Genge
Great customer service
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July 2024 by Christy Stephens
A little disappointed, not a lot of selection, sits in mall hallway. And of course my daughter chose animals that hardly any clothes fit. Worker wasn't real friendly or helpful. It was ok but won't go back.
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June 2024 by Flo Jo
Amazing customer service. We had a big order- patient with us and our pick up order. The pick up order I made hours before (around 8am) was ready to go when we arrived even though the website says around/ up to 3 days. So I’d call the kiosk first if you’re wondering when you can pick up.
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May 2024 by Teri Sanger
Always fun and amazing people and great selection
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February 2024 by Louis Morgan-Cassamajor
We were fortunate enough to work with Melissa.It was a long weekend of celebrating our 2-year-old son. Grandma drove back from Florida to be with us and she, my wife, and I arrived within 10 minutes of closing and she had 2 or 3 children ahead of us.In between working with the other families, she greeted us and our son with high, positive energy, and gave him the cute paper hat/crown while we waited our turn.She showed no signs of fatigue or impatience - I feel like if it were anywhere else they'd tell you "sorry we're closed" or "we won't be able to get to you today, our hours tomorrow are..." NOT Melissa! :)I hope Build-A-Bear corporate sees this to know that she is one of their best hires.Speaking for myself, I was a bit wound up and stressed (don't ask why - mom and grandma do all the heavy lifting) but Melissa's positive attitude and willingness to stay late to create such an awesome experience for our son meant so much to us and relieved the tension I was feeling.If you come here, it doesn't hurt to ask if Melissa working :)
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February 2024 by Chelsea Silvers
It is not a store. It’s a booth in the middle of the mall walkway.
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December 2023 by Mykel Thompson
The place is awesome!!! I took my kids there and had the greatest experience.
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November 2023 by Dawand “L” Washington
Great ? experience ? Niece loves ❤️ it an will be coming back soon
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November 2023 by Ellie K
Everyone was friendly here and the selections were good! However, I left feeling very disappointed at the sales tactics at this Build-a-Bear kiosk. The sales associate (who happened to be the kiosk owner) directs her up-sells to the kids, and then they turn to the parents after handing things to the kids and advertising each thing to ask final permission from the parent. For instance (paraphrasing:) "Here is the heart beat you can add, it actually beats!! Mom?" And then I have to ask "How much?" and take them out of the kids hands to give back. Over and over. I came in very open with her about our limitations, and I would have felt far more respected if she discussed the up-sells with us first and then pursued the kids. I reminded her several times, but I felt like her sales tactics were relentless, and it was a frustrating (and expensive) experience.
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November 2023 by Howie Breunig
The voice things are absolutely junk you can't hear them after they're inside the bear iam sad struck that they don't have anything louder than a whisper. They won't do refunds west madison is a joke
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October 2023 by Thomas Quigley
Outstanding! My grandson loved it!
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September 2023 by Maddy Fifarek
The Build-A-Bear experience is not NEARLY the same as it is at other places. This is simply just a kiosk. Not a store. You don't create a birth certificate, or go to any of the stations to “bathe” or “get the dressed* with the kiddos to make it fun. Really disappointing.
