Complaints

This profile includes complaints for Build-A-Bear Workshop, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Build-A-Bear Workshop, Inc. has 123 locations, listed below.

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• 

  Build-A-Bear Workshop, Inc.

  415 S 18th St Ste 102 Saint Louis, MO 63103-2269

  
• 

  Build-A-Bear Workshop, Inc.

  67 West County Ctr Saint Louis, MO 63131-3701

• 

  Build-A-Bear Workshop Inc

  1 Bellis Fair Pkwy Ste 418 Bellingham, WA 98226-5566

• 

  Build-A-Bear Workshop, Inc.

  7014 E. Camelback Road #2060 Scottsdale, AZ 85251

• 

  Build-A-Bear

  2901 Cap of Tx Hwy S Austin, TX 78746

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/06/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello BBB staff,I'm in ******* and ordered a bear on Friday, September 22nd, 2023 to be delivered to ********. It was $67 CAD. I was told that after 2 months of ordering my bear that they do not know where the tracking number is on my bear. It was never delivered.Then 2 weeks ago I was told that my $67 would be returned on Tuesday, December 5. I never received my $67.I was just told on Wednesday, December 6th, 2023 that my refund was never processed 2 weeks ago. I have called 10 times to Build a Bear the past 2 1/2 months and every one of the 10+ employees that I have spoken with is clueless & incompetent.This company is poorly run.I would like to get my $67 back and not have to go through this 2 1/2 months of endless frustration with Build-A-Bear?Please help a 2 year child get here bear.Thank you,*****

  Customer Answer

  Date: 12/11/2023

  Hello ********* BBB staff,

  
  I ordered a bear for $67 CAD on Friday, September 22 from Build-a-bear to be shipped to ********.
  
  They lost my shipment & even lost the tracking #. I waited 2 months for them to tell me that they had no idea where my order was.
  How is that possible in today's age? Their logistics are miserable.

  I've called them a dozen times in the past 2 months. No knew, including a handful of supervisors what was going on with my order.
  
  I just looked in my credit card account this morning and a refund of $67 CAD came in from them.
  
  They have a YELP rating of 1. This is the worst company I have ever had to deal with.
  
  They still should be notified by BBB how poorly run this company is.

  
  Thank you for your help.
  
  

  Chow   
  
  
  *****

  
  

  "OCD: NOOO JOKE" is my new book available in the Spring of **** on Amazon.
  It is a memoir about me as a former Torontonian living in 7 countries, moving 89 times, with chronic/severe OCD for the past 6 decades.

  
  To read a draft of my Introduction and Chapter 1 click on my book preview at *************************
  
  
  My Skype contact: ***.fathom

  Check out: www.Skype.com 

  Skype Tel: ************* or *************

  

  Business Response

  Date: 12/26/2023

  ******* full refund was processed on 12/7/23. Thank you!

  Customer Answer

  Date: 12/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  It took 2 1/2 months for me to get finally get my $67 back.

  Build-A-Bear is inefficient company.

  I would not recommend doing business with them.
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:12/02/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a gift card along with other items. When I got home I realized the gift card was not in my bag. I called the store and they told me to call customer service. I got hung up on three times, but did finally talk to a representative. He told me to call the store. When I told him the store told me to call him, I asked to speak to his supervisor and he came back and asked me to email them my receipt. I did that but have not heard back from them. It’s so much hassle for a $10.00 gift card.

  

  Business Response

  Date: 12/26/2023

  A $20 gift card was issued to ***** as a goodwill gesture for the delay in receiving her gift card. Thank you!

  Customer Answer

  Date: 12/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:11/21/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,I went to purchase a Xmas gift for my daughter, the one thing she wanted is the Combo Panda bear, I ************* etc and was shown a $10 of $30 if I signed up for email alerts. I did and waited and waited. No coupon. **************** was contacted, and they said wait 24 hours. 24 hours and nothing so I go to buy the item, now it is out of stock. I call in, they said 5-7 business days for coupon code but it won't work during the Black Friday sale anyway! At this point, I have gotten at least 10 promotional emails from you, but not the coupon. Now it says the bear is unavailable everywhere. If you all had been honest, I would have just gotten the bear right away. No low stock alerts, bad information, and now my daughter doesn't have the one gift she wanted.Please assist with obtaining this bear at the price advertised in the attachment.

  

  Business Response

  Date: 02/23/2024

  We replaced ********'s voucher with a gift card as a goodwill gesture and apology so she can select a different furry friend, since the original one her daughter wanted was not available. Thank you!

  Customer Answer

  Date: 02/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  Thank you for your help and understanding. 
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In July 2023, I purchased the Stag Patronus, build a bear (Sku ******). from the Birmingham Alabama store. I am a huge collector of the ***** ****** series and have several of them and have never experienced any issues with them. With the Stag I started having issues with the glow within a month of having it, but unfortunately live approx. 2 hours from the closest build a bear store and was unable to return it and exchange it. I finally got to a store to get it exchanged and they no longer sale the Stag in the store locations. I was told by the store employee, no problem there is a life time warranty on the bear and for me to call the 1800 number and they would replace it with no issues. I understand that it is just a stuffed bear, but its very expensive and I want it to work correctly. When I reached out to the call center they told me that they couldn't help me that I didn't have any options. I simply want them to replace the broken item that I have been trying to get fix or replaced since August. I have no problem shipping the broken one back when i receive the new one. The supervisor at the call center refused to talk to me, just kept telling the person receiving the call, to tell me that its outside of the 90 day return policy. SO there is come huge confusion between the store and the 1800 number. The store is saying that the light is covered and the call center is saying its not.

  

  Business Response

  Date: 12/26/2023

  ******** replacement order was delivered on 12/18/23. Thank you!

• Initial Complaint

  Date:11/04/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My order was placed on 11/3 at approximately 6am. I ordered one item in error. In an attempt to rectify this I simply wished to cancel the order before it would ship to my house, in order to avoid extra charges and the hassle of returning a product that was never intended to be purchased. Upon calling to guest services and speaking with two different representatives they both declined a cancellation of my order due to a shipping label already being created. One associate said that I could contact fedex and have them cancel the order on their side. After this I contacted fedex and spoked with an associate named ******* who continued to argue that only the SHIPPER can cancel the order by not using the shipping label that was created. After an hour of back and forth conversation I contact build a bear ONCE AGAIN and they deny that they can cancel my order, saying that since the order has already been placed that there was nothing they could do for me. This morning on 11/04 I attempt to contact fedex again, and am connected once more with ******* who now says that despite fedex being in possession of the package that only the shipper can request cancellation and then gives me a number to give to the build a bear customer service agency. I give them a call back, and am told that they will contact fedex and attempt to get my order cancelled and that they will attempt to get me a refund for the shipping since I have tried to cancel the order consistently. The associate said that he would update me via email. 4:07 PM I receive an email stating the same thing as I was told prior. “Unfortunately we were unable to make any changes or modification to your order including cancellation, once an order is placed at www.buildabear.com it cannot be altered.” They also continue on by saying that shipping is non-refundable. The nearest build-a-bear is over an hour away from me, which I have explained. With the shipping costs after mailing a return I would be out the refund money.

  

  Business Response

  Date: 12/13/2023

  ******** order was not able to be cancelled and was delivered on 11/5/23. A full refund was issued to ****** as a goodwill gesture. Thank you!

• Initial Complaint

  Date:10/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased on the buildabear website from Canada on September 27th, 2023. I purchased the purple Kuromi sleeper gift set which was 67 dollars and the shipping was 30 dollars so in total I spent $97 dollars at buildabear. Order number is ********. I received the bear 2 weeks later and when I opened the box not only is she missing the PJs she had a big hole in her chest. I contacted buildabear right away and they replied that they're "looking into this for me", 2 days passed and I receive no further communication from them. I contacted them through their live chat, the lady was rude and offered me only 2 options: a refund of 10% for this order of 100 dollars or 100 points and to go to a physical store to get the bear stitched up. I contacted them again through chat and this new agent also didn't offer me any resolution and wanted me to ship the bear back with my own money or go to the store, he asked if I am okay with a refund and then withheld it from me? I do not drive as I have a physical disability, so they expected me to commute 1 hour to the store and get it fixed myself and spent another 1 hour to get home, I work every single from 9-5. I was incredibly angry, not only was the bear a gift for my niece who came all the way from China, by the time I received the bear, she was already going to leave the next day AND the bear was damaged and missing clothes. She ended up leaving empty handed and I felt horrible. Buildabear offered no sympathy and definitely no worthwhile resolution for a mistake THEY made which I paid 100 dollars for..for a damaged, naked bear. I'm not rich, 100 dollars for a toy is INSANE and I would gladly pay for it if it was perfect but it's not only partial, it came damaged too. First photo is the damage, second photo is the lack of PJs even though I ordered the bear and the PJs.

  Customer Answer

  Date: 10/19/2023

  My full name is **** ***.

  

  Business Response

  Date: 02/19/2024

  A full refund was issued for ****'s order as an apology and goodwill gesture. Thank you!

• Initial Complaint

  Date:10/15/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for one of the ***** bears on September 23rd, 2023 at 1:12pm EST and it has been processing ever since. I have reached out multiple times; the first time I reached out, I was told they couldn't see *anything* aside from the fact that it was still processing. The fact that they couldn't see anything else is concerning. Second time I reached out was to attempt to cancel the order because it's been too long since I simply placed it, I was told they couldn't even do *that*. I have *never* not been able to cancel an order from the places I shop at online. Thrid time was through Instagram, where I was told that it was shipped, when it absolutely has not been and they could have looked into that a little more. When I said it hasn't actually shipped, they told me to wait while someone looks into it further. That was 2 days ago, it *really* shouldn't take *this long* to find out where my order actually is. The bear was $140 ********, which isn't cheap, and with it being that much, you'd think they'd actually send this order out. Nope! They sent an order I placed *after this one out before they even processed this one*. That is absolutely not ok at all. Don't be fooled by the screenshot I provided, Build a Bear's website does *not* display the correct status of the order. Every where else I look says it's still processing. I want either a refund so I can replace the order through PayPal OR (and this is the MOST wanted outcome) they could just SEND THE F*****G BEAR OUT ALREADY! It really, really, really, really, REALLY shouldn't take this to resolve a simple shipping and processing issue. I may never order from their website after this.

  

  Business Response

  Date: 12/08/2023

  A full refund was processed for Liberty. Thank you!

  Customer Answer

  Date: 12/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ************************

• Initial Complaint

  Date:10/10/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order or an item my child wanted badly. The whole reason for the order was for this one particular item. Of course I ordered lots of other stuff. Well, when the box came, it was the wrong order. So I contacted BAB and they said they would replacey original order ASAP but the bear I ordered was no longer available. That was the whole reason for the order. I asked them to find one, call stores, whatever. They just kept saying it was unavailable. I requested that they just cancel the entire order. Now they won't give me my money back until I send this other order back to them! They are essentially holding my refund hostage. I am a disabled veteran so it's a bit more difficult for me to get to the post office. They seem extremely concerned with getting this ugly green thing back but not at all concerned with finding my order or making me happy with this situation. So they have told me they will issue my refund once I ship this other one. Well, where did my order go? This is ALL their fault, I simply placed an order and got major disappointment and upset.

  

  Business Response

  Date: 10/26/2023

  A full refund was processed for ******'s order and a replacement order was delivered to her as well. Thank you!

• Initial Complaint

  Date:10/08/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Went to Build a Bear store to use their advertised Pay Your Age birthday special for my sons second birthday. Upon arrival to the store, we told the sales associate that we were there for a 2nd birthday. She showed us all of the bears and allowed us to choose one. After building the bear completely and after the sales associate came and cut the tags off of the bear while my son held it in his arms, we were given a total that was much more than we anticipated spending. I asked , this is including the $2 bear for my Sons birthday correct? Only then was I told that there was only 1 bear in the store we could choose from for the birthday promotion. I am sure this is how this company operates, hoping parents with their children dont say anything once they hand their child a gift. But I would like a refund for the difference. Need refund for $26.98

  

  Business Response

  Date: 12/08/2023

  We contacted ***** and provided an egift card to offset their store experience. Thank you!

  Customer Answer

  Date: 12/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/30/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello i am contacting build a bear because i have recently ordered 2 orders and they were supposed to arrive around a week apart but i did not recieve the ***** ***** order #W5627740 and the Kuromi order #W5644603 Has nothing included with the bundle i had order , only recieved the sleeper and not the kuromi build a bear or the little friend it was supposed to come with , I am basically left with nothing and the picture for the first order tracking just shows a tracking label there is literally no picture of the location it was dropped off at!! like how am i supposed to know where it was left at if theres no CLEAR PROOF , also my 2nd order did not include anything except the clothes and i am left without $150 from both orders , I hope i can get a refund as these are sold out and i am left with nothing that my niece was supposed to recieve as a gift I am hoping for a resolution as i did not recieve anything and my 2nd order is missing basically everything , Please help as i am left without nothing and spent my hard earned money on these orders //Order number 1 - W5627740 Order number 2 - W5644603 Please help me resolve as i am left with nothing once again

  

  Business Response

  Date: 12/08/2023

  A full refund was processed for both of *******'s orders. Thank you!