Important information
- Customer Complaint:Build-A-Bear Workshop complaints generally pertain to damaged merchandise, shipping problems, difficulty obtaining a refund, and difficulty reaching a representative of the company. The company has addressed all complaints brought to its attention.
Complaints
This profile includes complaints for Build-A-Bear Workshop, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 102 total complaints in the last 3 years.
- 34 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/08/2023
Type: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.
On Friday (6/2/2023), my husband and I took my grandson to the Build a Bear, in ********** *******. We had purchased 2 bears and clothing for the bears... Saturday (6/3/2023), I decided to look on the Build a Bear website for the 1st time. Signed up for the ********** and contacted (via chat) about points from Friday's purchase and was told to contact back in 24 to 48 hours. Sunday, another purchase (everything okay, so far). Monday contacted (via chat) about points from Friday. While chatting, I was looking and seen another bear. Had gotten everything straight with the points and asked about the bear I had just seen (even taking a screenshot and telling the person which one I was asking about, wanting to know if the bear is included. The person confirmed what was posted on the website and the bear is included.. Finished the conversation about points and the bear, thinking everything was great until I went to purchase the bear. The floral bear "WITH" heart was listed for $5.00... I tapped to checkout and the price jumps from $5. to $47. Upset, confused, disappointed, I did not make the purchase. Tuesday, I called to speak with a supervisor. Waited on hold for an hour to be told, it was my error and mistake that was made. While talking to him, the entire website (and price) got changed. Then I got hung up on... With NO resolution. All I'm asking for, is honor what was posted and told to me (via the second chat)!!
Business Response
Date: 06/30/2023
We ordered the floral bear with heart and sent it to *****. Thank you!Customer Answer
Date: 06/30/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me, as long as it is followed through and I receive the item.
Sincerely,
******************************Initial Complaint
Date:06/07/2023
Type: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 requested a recorder for the stuffed animal that I purchased and the sales person refused it. She said I can&#**;t sell you one because I know what you are going to do with it. She treated me like a thief. She refused to sell me the recorder, it was embarrassing and humiliating, speaking to me like I was a thief. Now I see a commercial about this same thing. It was like a slap in my face. There was a string that was loose so I took it back in the store so they gave me another one.I would like for my granddaughter to experience the Build A Bear experience. She is disheartened and I want to make it right for her.Business Response
Date: 06/30/2023
We sent ****** a gift card for a future store visit with her granddaughter. Thank you!Customer Answer
Date: 06/30/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
Date:06/07/2023
Type: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 an Animal Crossing KK Slider bear on 5/5/23. It took two separate orders and four replacements before Build a Bear sent me the correct bear as I ordered it. When I decided to place the second order in hopes they would sent me the correct bear, I was offered a refund for the first order I placed (order #W5221637). I sent this bear back nearly a month ago. I call Build a Bear to find out the status of my refund and they tell me they cancelled it because they sent a replacement. Yeah, I sent the replacement back as well, so I am due my money back for the order they continued to s**** up (order #W5221637). They are giving me the runaround saying I have to wait for the package to be received before they can refund me, which can take up to four weeks apparently. Only thing is, Build a Bear uses a generic return label with absolutely no tracking number whatsoever, so their guess is as good as mine as to whether or not they got the package. The company is completely incompetent when it comes to online orders and order fulfillment, so I have NO faith they will correctly process my return as there's no way to reliably find out if they even got it! There is no way it takes nearly a month for a **** package to get from ***** to ****. Give me my refund or I will be filing a chargeback with my credit card company. I have done my part and returned the INCORRECT product you sent me. I want a full refund, including shipping costs, of $32.83Business Response
Date: 06/13/2023
A full refund was issued for *******. Thank you!Customer Answer
Date: 06/15/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
Date:06/01/2023
Type: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.
March 28, 2023 - Placed the order (********) through Build a Bear Website for Online Exclusive Otter Patronus CA$49.70. The total order was CA$79.16 (shipping CA$23.00, tax CA$6.46) April - May 2023 - Checking the status of the order on their website. It says "Order in Process" May 29, 2023 - Contact "Build a Bear US Guest Services" May 30, 2023 - Got the response back from Guest Experience Representative May 31, 2023 - Build a Bear canceled the order. They said the order was cancelled due to a currency conversion issue with Global-e. June 1, 2023 - GlobalE/Build A Bear charged my credit card (CA$79.16) for the order that has been cancelled. After the long wait this is the response from Guest Experience Representative: From: Build a Bear US Guest ServicesBusiness Response
Date: 06/15/2023
A full refund was provided for ********. A copy of the receipt is attached. Thank you!
Customer Answer
Date: 06/17/2023
Complaint: ********
I am rejecting this response because: Not Satisfied, Need the company to take more responsibility.I truly believe that Build a Bear can do something better than simply refunding me money just to make this issue go away.
It has been 3 months since I placed the order (March 28, 2023), there are no words to describe how disappointed I am with Build a Bear. Had I not reached out to inquire, how long would this have gone on for?
After the long wait, the last thing I want to hear is my order has been canceled. This is something that I didn't expect from Build a Bear, especially since I placed the order a few months in advance for my daughter's special birthday in June.
Sincerely,
******** *************Initial Complaint
Date:05/16/2023
Type: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 am contacting because i have been missing my order and i was in contact with fedex and they told to contact Build a Bear for a resolution on my missing order (********) and im worried because i paid for the fastest shipping and im left with NOTHING and now im having to submit this complaint because build a bear doesnt want to give me a refund and im just so frustrated because i trust build a bear as i have bought from them in store and love their service but now this is worryingBusiness Response
Date: 05/23/2023
**** was provided a full refund for his order. Thank you!Initial Complaint
Date:04/14/2023
Type: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 ordered 3 gifts from buildabear and loaded 3 addresses to my profile. 2 of the 3 gifts were received. The 3rd one was sitting in a ***** building and as I looked closer at the receipt I found the buildabear system somehow grabbed the street address from one of my saved address and the name city and state from the correct IA address. I called Buildabear and they refuse to do anything to make it right. I should not have to wait and see if they get the item back as it is literally impossible to deliver my item with the information their system loaded incorrectly. Now I am out $75, it has been 3 weeks of waiting and my final person has no gift and I have to hope ***** might send the gift back or I get no refund. This is terrible business and very frustrating. Please help me make it right, I just want my gift to get to the person I sent it to. Thank youBusiness Response
Date: 06/22/2023
A full refund was issued for ******'s order. Thank you!Customer Answer
Date: 06/22/2023
Complaint: 19937927
I am rejecting this response because:
A full refund was not issued. I lost the money for a shipping mistake your company made. Please refund the remaining amount for this to be settled. Also, that is really all you have to say? What kind of company is this? No offer to make it right? Get the gift to the applicable party? Terrible customer service
Sincerely,
***************************Business Response
Date: 07/07/2023
A full refund, including shipping, was processed for ******'s original order. A new order is being sent out to replace the order that never arrived for ******'s recipient. Thank you!Customer Answer
Date: 07/18/2023
I got the most wonderful call from the kindest woman. She apologized for my problems. She refunded me the shipping, but most importantly she got the gift sent to my friend and it made her day! I am so grateful and appreciative for all your help and for the final response to my complaint. Thank you I consider this resolved above and beyond!Initial Complaint
Date:04/10/2023
Type: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.
March 14th I went into the store to try and use a gift card that was given to me by a friend. It didn’t scan so I had to wait until customer service was available the following day. March 15th went in again, and it still didn’t work so customer service told me to wait 5-7 business days for them to resend me a new gift card. March 18th went in AGAIN and it still didn’t work. Instructed me to charge it on my card and they’ll refund me. Customer service gave me a case number and told me to give it to them and take a picture of my receipt and they’ll refund me with no problem. They said they processed it but never did and have been giving me a run around ever since. Called 5 times and emailed 8 times since then. They told me it’s being escalated to a claims department and someone will get back to them with an update. I find it strange that their claims department can only be contacted via email through them. I have a chain of emails and LIES about them taking care of this. My last call today she wouldn’t even put me through with a manager. So now they disabled the gift card, I’m out of pocket on my own money, and nothing is being done by these people. I want a FULL refund for my troubles with this company. It’s seriously inconvenient for me. What was supposed to be a sweet gift for my dog that passed away, has now turned into a nightmare of being passed around. I will never buy from this company ever again.Business Response
Date: 06/13/2023
A full refund was issued for ********. Thank you!Initial Complaint
Date:03/28/2023
Type: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.
Initially, I ordered an item over the phone, because the website was not working or applying my credits, and did not receive it in the requested condition and items were missing from my order. I contacted the company, and they agreed to send a replacement order. Nothing was sent, so I called again. They stated they would put in another request to send this item expedited shipping with the missing items that were not included in the original order, as the initial request did not happen. This order has yet to be sent as agreed. I was asked to wait 3-5 days, and it has now been one full week. I have attempted to follow up with the company via email and via phone. They agreed to follow up with my initial complaint with their corporate team but I was not contacted by corporate to discuss. I followed up again with the company and was treated in a dismissive manner that did not resolve my issue. Also, I was told that the missing items I requested on my original order would not be sent, because they were not listed on my initial order. This is unnacceptable, as I requested the items and the employee who ordered them over the phone did not include this, meaning it was the employee's mistake with the order, not my own. I would like my replacement order (one UNSTUFFED Pooh bundle and UNSTUFFED longhorn WITH TWO CUB CONDOS) to be sent OVERNIGHT, as these items were intended to be a gift over a week ago and this is time sensitive. I would like ALL my items delivered ASAP, as agreed. Build-a-Bear case number: ********. Email exchanges attached for reference.Business Response
Date: 06/13/2023
A full refund was issued for ******. Thank you!Customer Answer
Date: 06/14/2023
Complaint: 19861648
I am rejecting this response because:
I have not received any proof of even notification that a "full refund" was completed, as the business stated in their Better Business Bureau response. I understand that it may take several days to show up as a credit on my card if a "full refund" has been processed, but I would like proof that this has actually been completed before accepting the business' response, as I have not received a refund as of yet. I would accept an emailed receipt that the refund has been processed.
Sincerely,
***********************Business Response
Date: 06/22/2023
Attached is a copy of ******'s refund documentation from the original order. Thank you!Customer Answer
Date: 06/22/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************Initial Complaint
Date:03/27/2023
Type: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 tried to place a purchase a few weeks ago it didn’t go through but I had the payment show in my bank account. I called BaB and they said nothing is showing on there end of any order and the payment should reflect off in a matter of days. Well the payment did come off and back into my account and I choose not to order again. We’ll fast forward today i randomly receive a package from BAB and immediately checked my bank Account they authorized the payment and I called in to figure out why they would authorize a payment they stated they never even received my order of. looking back at emails I also don’t have any shipment orders ether. I was told it was a “glitch” now I have to ship back and wait 2-3 weeks for my payment back.Business Response
Date: 06/22/2023
A full refund was issued for ******'s order. Thank you!Initial Complaint
Date:03/23/2023
Type: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 went in to bab on 3/19/2023 for my daughter’s birthday. Upon entering the store I told the associate that it was her bday and we would like a bear. I explained it was her first time and she was excited. Because of financial reasons I wanted her to get the price for her 6th bday( making the price 6 bucks according to the info my friend sent me with). The associate stated “ she can choose any bear and get her clothes etc. ) We walked around looking for the bear of my daughters choose. Mind you AT NO TIME DID SHE ONLY ADVISE ME OF THE BIRTHDAY BEAR BEING THE SPECIAL BEAR FOR THE SPECIAL PRICE. After all was said and done I ended up spending almost 50 bucks when all the associate had to say was the only one to get for the birthday price would be the bear, instead of letting my daughter choose from other bears on the shelf and potentially having her feelings crushed do to the price.Business Response
Date: 06/30/2023
We left a voicemail message for ********* and are waiting to hear back. Thank you!
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