By Kelly Chloe de Bruin on August 7, 2026 Verified by Google

I took my 11 year daughter and newborn here on our holidays in Chicago. As we walked in my daughter bumped her foot on the door. It wasn't a hard hit but there must be an extremely sharp edge because we looked down and there was a pool of blood. Her foot was sliced and her pinky toe was hanging off. I ran inside to get help. The manager Ana was not very concerned and said she would call first aid and left we to run back to my 2 kids alone. She didn't come to check on my daughter at all. After 5-10 minutes the first aid main came and was really nice. My daughter was shaking and extremely scared and my newborn was screaming. My daughter has autism and found the situation extremely distressing. The manager did nothing. Some young staff members tried to help with the baby. In the end the fist aid worker bandaged her foot and said we need to go to emergency. We sat and waited for 30 min for a family member to pick us up. Not once during this time did someone offer my child a drink of water or sugar water or anything. Staff were just focussed on selling dolls to others and not in helping my daughter who got injured in their store on their unsafe door. I was so extremely dissapointed. I can't believe I have spent money buying their dolls when they have zero concern for my child's wellbeing. I was told they will call me the next day to see how my daughter is. They didn't. We spent the whole night at the hospital and my daughter was not able to walk for the rest of the holiday. American girl should be ashamed

By Marissa Whipple on July 29, 2026 Verified by Google

SO MUCH here to explore, do, shop, eat and be creative! I've waited +10 years to come here to American Girl, it was worth every penny to spend and even cafe and doll hospital. Everyone was Super nice and helpful throughout the MULTIPLE floors. Magical place and time to be, hope to visit another day!❤️🤞

By Shay Leen on June 16, 2026 Verified by Google

We visited the American Girl store in Chicago on 6/16/26 and were checked out by associate #829456.

When we arrived at the store, we were not greeted and there was no one available to assist us. Normally that wouldn’t have been an issue we were able to shop on our own but this was our first experience visiting American Girl and we were excited to pick out my five-year-old daughter’s very first doll.

I was shopping with my two older children while my daughter was not with us, and we ultimately spent around $500, which felt like a meaningful purchase and experience for our family.

Unfortunately, checkout was where the experience really fell short. The associate who checked us out appeared to possibly be in a leadership role based on her attire. When we approached the register, she did not acknowledge us and continued communicating on her radio, asking another associate to assist a different guest with a bag behind the counter. Several minutes passed before she even began checking us out.

Once she seemed to notice that I was becoming frustrated, she asked who I was shopping for and I briefly shared that it was for my daughter. She asked if I wanted to enter my email for rewards, I declined, and after that there was no additional conversation or engagement.

What disappointed me most was not that the store was busy or that we shopped independently it was that there was no warmth, excitement, or customer connection during what felt like a special purchase. I had been excited to buy my five-year-old her first American Girl doll and expected a more memorable experience. I’ve giving two stars because they had a large selection but I would definitely take customer service over selection any day.

I hope this feedback is taken as an opportunity for improvement because if this level of service is representative across locations, it would make me reconsider purchasing in the future

By Elizabeth Rose on May 18, 2026 Verified by Google

The minute I stepped in the door my inner child got excited. I have never seen such a wonderful selection of dolls and accessories. What a fun store for young girls, I could see spending quite a few hours exploring. If you need anything American girl like or get a special toy for a little girl in your life this is the place to be. 2 floors of inventory was impressive and their was a good amount of associates available to help. We walked by a salon for both girls and their dolls, that would be a special birthday treat for sure. I would recommend checking this place out.

By Boss Lady on May 9, 2026 Verified by Google

Beautiful store!! We were worried it would be too busy on a Saturday, but it wasn't bad at all. Do make reservations for anything you want to do (cafe, salon, doll doctor) or else you may not get to do it. We came here for my gran baby's 5th birthday and were not disappointed!!