1. Oakbrook Plaza

1. Oakbrook Plaza

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Thousand Oaks, CA

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Oakbrook Plaza

4.0 (1 review)
Open • 6:00 am - 11:00 pm

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9 years ago

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The Oaks

The Oaks

3.9
(299 reviews)
3.0 mi
•$$

My first time at this mall and it blew me away with how spacious it was…read more I love the entire structure of the mall. From decor to detail of the entire space. They had handful of stores I usually shop at.

I am writing to file a formal complaint regarding my family's experience at the Build-A-Bear…read moreWorkshop at The Oaks Mall. My four-year-old son and I visited the store to celebrate his birthday, a tradition we have enjoyed every year since his first birthday. What should have been a joyful surprise became one of the most disappointing customer service experiences I have ever had. When we entered the store, the first sales associate asked when my son's birthday was. I explained that his birthday was June 29 and that we were still within a month of his birthday. She responded, "As long as it's in the month of July." I explained that it was within the past month, and she immediately told me that was not allowed and that I would have to pay full price for the birthday bear. I politely asked, "You can't just honor it?" She walked away to speak with someone I presume was the manager. When she returned, she told me they would honor the $4 birthday bear, gestured toward the eligible bears, turned around, and walked away. She never came back. My four-year-old son stood there waiting, excited for what was supposed to be a birthday surprise. We were left standing without any assistance until another sales associate finished helping another customer. I finally had to ask, "So, is someone going to help us?" The second associate looked confused, looked around for the first employee, and then stepped in to help us. I want to recognize that this second associate was exceptional. She immediately made my son feel special by giving him a birthday badge and enthusiastically celebrating his birthday. The associate who stuffed his bear was also warm, patient, and kind. Their professionalism helped salvage part of the experience, and I am grateful for the care they showed my son. By that point, the excitement surrounding the birthday bear had disappeared. I no longer wanted to continue discussing the promotion after the way we had been treated. Instead, I let my son choose a full-price Chase bear because I wanted to preserve what remained of his birthday celebration. As we were finishing our visit, the original sales associate returned and asked the other employee whether she had collected our name and email "for the birthday bear," despite clearly seeing that my son had selected a full-price Chase bear instead. She continued questioning the other employee while glaring at us. Her demeanor throughout our visit was hostile, dismissive, and unwelcoming. I left the store feeling embarrassed, humiliated, and deeply saddened. What troubles me most is that I watched other families receive warm, attentive, and courteous service while my family was treated differently from the moment we entered the store. Based on the totality of this interaction, I believe we were subjected to discriminatory treatment. While I cannot know the employee's personal motivations, I know how my family was treated, and it stood in stark contrast to the treatment other customers received. As a Black mother, I should not have to wonder whether my race influenced the level of respect and service my son and I received during what should have been a joyful milestone. This annual Build-A-Bear visit is more than a shopping trip. It is one of our family's birthday traditions. Since my son's first birthday, we have celebrated by making his birthday bear together. Those memories are incredibly special to us. This year, one employee's conduct overshadowed what should have been another cherished memory. I am requesting the following: A thorough investigation into this incident, including interviews with the employees who worked that day and a review of any available surveillance footage. Appropriate accountability for the employee whose conduct resulted in this experience. A written apology from Build-A-Bear acknowledging the way my family was treated. Confirmation of the steps Build-A-Bear will take to reinforce its commitment to equitable, respectful customer service for every guest. I chose Build-A-Bear because your company represents joy, inclusion, and creating lasting memories for children. My son deserved to feel celebrated on his birthday. Instead, he witnessed his mother being dismissed and ignored during what should have been a happy occasion. I hope Build-A-Bear will take this complaint seriously and respond in a manner that reflects the values your company publicly embraces. I look forward to hearing from you regarding the outcome of your investigation.

Photos
The Oaks
With our bought pop mart
With our bought pop mart
The Oaks

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The Lakes

The Lakes

3.6
(25 reviews)
2.5 mi
•$$

It's been a year since I've been in the area. Plenty of free parking. There's a row of 3 hour…read moreparking spots right in front, on Thousand Oaks Blvd. The view is pretty, & there's a tiny playground for the little ones. It's a Beautiful area, but only a few businesses. There are 2 restaurants here: California Pizza Kitchen & Fogo de Chão. A smoothie/juicebar: SunLife Organics & there's a MedSpa. Lassen's used to be here... Summer of '26 will be an Erewhon.

The Lakes has really gone downhill when it comes to maintaining businesses. It's such a shame as…read morethe grounds are absolutely beautiful and they have plenty of parking here which would make this an easy and convenient destination for shoppers and diners. I'm assuming the rent must just be too high here as they can't keep businesses open for long. I feel for the businesses that are still here, there are pros and cons. I guess for the businesses that are still standing there is less competition for them which maybe is a plus but the bigger negative is that without cute shops and 50% or so of the businesses empty, you really are losing foot traffic. I really hope they can find a way to bring the lakes back to its former glory. As a positive I appreciate that they have kept the lakes and grounds nice. It's definitely a nice little path to walk after dinner and transports you into a more tranquil, beautiful place. I do like the restaurants that are here and just wish that there was more variety though and even some cute little stores to shop. I do hope Erewhon coming to this shopping center might give it a little boost. I understand not everyone wants these kind of stores creeping from LA into Ventura County but if it's going to bring business and some new eyes on this side of town, then I'm all for it. The lakes used to be a place I frequented when I first moved to Ventura County but much less over the years as businesses have come and gone. This area is very promising and I do hope we will see some growth in the next few years.

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The Lakes
6/'26 - Coming Soon
6/'26 - Coming Soon
March '24 - Lassens

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March '24 - Lassens

Oakbrook Plaza - shoppingcenters - Updated July 2026

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