Build A Bear Workshop

To say that the experience was «terrible» would be too kind.
Despite being the only customers in the store, we were not addressed by any of the three people working there, and we had to hunt down someone when a toy was selected. This person (didn’t get her name) didn’t seem to be at all interested in explaining why it was okay to put a metal spike through the Hello Kitty my five year-​old handed her, nor did she think to tell us about any further steps, other than to vaguely wave toward the back of the store and say «the bath is over there. Outfits are two-​for-​fifteen, so it’s like buy-​one-​get-​one-​free».
We were able to find the hidden pedal and figure out what was there, and selected two outfits and two accessories.
At the register, the person working there (Kaitlyn) was quite nice, and asked if we created a birth certificate. We hadn’t, largely because this was the first time it was mentioned. After paying, we discovered the 2-​for-​15 price was not what we were charged. Kaitlyn said that only some items were part of the promotion, and admitted that there was no way for any customer to know what was and wasn’t on sale. We asked for a refund on the outfits, and were told «I’ll need to get the manager», as though that was unreasonable.
The tone wasn’t «I don’t have permission to do returns, so I’ll get the manager, who does.» It had more of a fearful «What you’re asking for needs a manager, and if I have to bother the manager, someone’s getting hit with a brick. Maybe me. Maybe you. We’re both safe if you just leave.» resonance.
I didn’t think the manager of Build A Bear Workshop at the mall was too important to come out of her little office and process a return for items that hadn’t even left the store. So I said it was okay to get the manager — because the cashier seemed to be waiting for a reply to «I need to get the manager.»
Many minutes later, the manager (Andrea) appeared — clearly annoyed — and pointed to an outfit that was on sale. When we tried to exchange an outfit that was not on sale for one that was, Andrea said we owed $ 3. I tried to explain to Andrea that $ 15 is less than the $ 26 we had paid, and that we were actually owed about $ 10. Not to be foiled by having possibly entered something wrong (or first grade mathematics), she snapped «Well, that’s what the computer says.» as though we were trying to trick her.
Because my daughter’s happiness was more important than challenging Andrea’s mathematical incompetence further, I suggested returning the outfits in one transaction, and selling the two sale items in another. I wasn’t surprised to see that the return was $ 26, and the sale was $ 15. Andrea, however, made no mention of how unusual it was that she was asking for money in the previous transaction and giving money in this transaction. Rather than a polite «Gee, I’m sorry about that.» or even a dismissive «Huh. That’s weird,» there was nothing.
Well… almost… Andrea made it very clear that carrying out not one, but two transactions was a grave imposition to whatever it was she was doing before summoned by Kaitlyn.
I get that people have bad days, and this could have been a bad day for Andrea. However, the team’s indifference to the only customers in the store, and employee’s failure to complete the bear-​building process, combined with a subordinate appearing literally afraid of her manager tells me that this wasn’t just a bad day for one individual. Frankly, this is unacceptable for any retail establishment, let alone one that caters to younger elementary-​aged children.

This is the cutest little place, but BEWARE: it can drain your pockets very quickly!
I took my nephew for his 7^th birthday… Almost as soon as we walked in and had selected an animal to stuff, a very friendly staff member walked up to assist us. She was very patient and kind. Even though the place was crawling with kids, she was set on helping my nephew. After the process of getting the animal all stuffed and sewn, we were on our own and that’s where the terror (for me:-) began. They have nearly every accessory and themed clothing item that a person might wear/​use, but for the stuffed animals. SMH. Everything from MP3 player to luggage to panties to sunglasses to jewelry… name it, they have it for the stuffed animals.
The cutest part of the process was probably the kids giving their animals an imaginary bath!
Cool place, but adds up fast!!!