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

  24 Willie Mays Plaza San Francisco, CA 94107

• 

  Build-A-Bear Workshop

  1248 Broadway Plaza Walnut Creek, CA 94596

• 

  Build-A-Bear, Inc.

  228 Park City Center Lancaster, PA 17601

• 

  Build-A-Bear, Inc.

  2300 East Lincoln Highway Langhorne, PA 19047

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:12/17/2022

  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 on 20 November for The 25th anniversary edition of the black lab. I just adopted my first puppy this year from a shelter and he was the red collar puppy of his litter and his adoption fee happen to be $25. The coincidences between my first dog and the build a bear bringing back of this dog with a 25 on its paw and a $25 cost was so meaningful and like fate so I ordered one. I wanted to put his bark inside of the unit so I ordered a voice recording because my boyfriend done so back in 2017 online and it had worked out fine. I recorded the bark a few days later but I kept receiving emails to record the voice so I called back and tried again. I received an email on the last day saying that my order would be shipped without the voice recording. This was on November 27. The email stated that the rest of my items would be shipped. I have not gotten any other status update on my order and I fear that because they did not fulfill it on the 27th, that the ball was dropped and now I will never get my sentimental stuffed animal because it’s not even available on the website anymore. Simply giving me a refund is the bare minimum as of course you would give me a refund because I did not receive any product. I am being denied an item of sentimental value to me without any wrongdoing on my part. This is some thing that meant a lot to me and had a lot of sentimental value and now I’m forced to search for it on resale websites so I can hopefully find one with the 25 on the paw like my real $25 dog as a memory. Order number ********. I’m grief stricken about this. And it’s had me very sad and disappointed as I made sure I ordered while in stock and I did the recording twice from my phone and can show the calls on my *** log.

  

  Business Response

  Date: 01/17/2023

  We contacted ******* to assist and found out that she was in the hospital. We offered her some options and she will let us know how she would like to proceed to resolve the situation. Thank you!

• Initial Complaint

  Date:12/16/2022

  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.

  I had a disturbing experience on 12/15/2022 at Build A Bear. When in the store, I watched a store associate attentively stuff a bear for an older couple. They were both offered a heart to put inside their bear, as well as the opportunity to check the stuffing to see if it was to their liking. I did not know this was protocol as it was my first time in the store. When it was my turn to stuff my character, I handed over the plush and the sound mechanism to put inside. The associate started out with allowing me to press a pedal to fill the plush and then appeared to became more and more reserved through the process. I was not offered a red heart to put inside the plush nor the opportunity to feel the stuffing to see if it was firm enough. The sound mechanism was placed in the chest area when it was my thought that it was supposed to go in the hand. The associate then handed me the plush nonchalantly after closing it up. I walked away feeling wronged and slighted. I told the associate at the register that I could barely hear the sound and she said that the music in the store is probably drowning it out. After paying, I decided to observe the same associate with other customers to test if it was just me that she acted poorly towards. Two women had plushes to stuff and were offered hearts and the opportunity to check the stuffing. She was very interactive with both of them. At that point I began to feel that the associates actions were racially motivated and done subtly as to not be glaringly detectable. I’m certain the store tape would show the stark contrast between my service and the service of those before and after me. The store is located in the ****** **** ***** ****** **** **. I am strongly considering legal action against the corporation. My cost out of pocket is 56.99 for plush with accessories and 50.00 for two gift cards totaling 106.99.

  

  Business Response

  Date: 01/30/2023

  We would be happy to assist! We contacted ***** twice by phone with no response to the message left on 1/20/23. We also sent her an email on 1/25/23 with no response. Thank you!

• Initial Complaint

  Date:12/08/2022

  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.

  Build a bear charged me twice for an order and refuses to return the stolen money. I paid 76.11 on november 30th and it took the money then, and now today they stole an extra 76.11

  

  Business Response

  Date: 01/17/2023

  ***** contacted us and we explained that, for her order, there was an "authorization" amount and then a true capture of funds for the order. After researching her concern, we verified that *****'s funds were only captured one time. Thank you!

• Initial Complaint

  Date:12/06/2022

  Type:Sales and Advertising 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.

  Multiple times since August, most recently being Oct. 3rd and Oct. 18th, I received emails about redeeming a $10 coupon. On Nov. 28th, we traveled to the Williamsburg Build-A-Bear Outlet and proceeded to stuff bears with the intention of using the coupon. Upon getting to the cashier, we were told the coupon was already redeemed. I informed them the last time I was there was Aug but the emails were from Oct. They mentioned that was when it was redeemed. I was told I needed to contact customer service. I got home and emailed Build-A-Bear to be told that this is how their system is intended to work. Specifically it stated, "Our system will generate reminder emails to ensure you don't miss out on any rewards, but if you've already redeemed those certificates code, you can disregard the emails." The problem is there is no way for a customer to know that the coupon is new or old. I shared with them that having the autogenerated emails query the system to check status prior to sending would remedy this, but repeated emails stated no intention to fix it. This is mis-leading customers. Additionally, I was told I needed to finish my account to get any type of remediation and to receive emails (ironically, already receiving emails as noted by getting the coupons in the first place), but I went in and verified all of the checkboxes and account info were done as requested and supplied screenshots. They repeatedly said it wasn't updating on their side and that I needed to call them during work hours to get this fixed. My main concern here is the mis-leading of customers by either through lack of technical aptitude, or just plain desire to mislead, their coupon generating system does not ensure that the info being sent out is accurate and a 3 month delay between when coupons are used and emails going out about the coupon is not acceptable. I am sure I'm not the only one and for all future customers, they deserve to know accurate coupon info within a reasonable timeframe.

  

  Business Response

  Date: 01/17/2023

  We contacted ***** and would be happy to assist with the Build-A-Bear account. We also sent a gift card as a goodwill gesture. Thank you!

  Customer Answer

  Date: 01/19/2023

  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:12/05/2022

  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.

  On November 23, 2022, my daughter ordered a Hanukkah sloth and online exclusive dreidel t shirt. It was supposed to be delivered by December 3rd -5th. As of December 5th, the website still shows the order as processing. We are very disappointed. My daughter is crying over not receiving this sloth. I called customer service and waited on hold for 45 minutes all to be told I would get an email update in the next few days. The email update only stated that my order is still processing. I need my money back or the item as promised as soon as possible.

  

  Business Response

  Date: 01/16/2023

  ******'s order was delivered on 12/11/22. Thank you!

  Customer Answer

  Date: 01/17/2023

  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:12/05/2022

  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.

  Purchased November 26th online for buy onilne and pickup in-store. Made several trips to the store, which is an hour away, only for them to be closed. I checked the store hours ahead of time and it said they were open, when I arrived at the store they technically should have been open but no one was there and the store was closed (as seen in the photos). I spoke to someone online and asked that they ship it instead. They said they could not do that and I would have to cancel and place the order again. I agreed to have them cancel the order and place a new one, problem was when I placed my original order my items were on sale. They refuse to honor. the price I paid because they don't do price adjustments, but in this case I'm not placing the order again just because I wanted to, it's literally because I cannot get the item from the store in which I ordered it, since they never seem to be open when they are supposed to be. I have spoken with two different customer service reps and tried to call their phone system, which ironically also said it was closed even though it was supposed to be open until 5:00 pm CST and I called at 4:00 pm.

  

  Business Response

  Date: 01/17/2023

  We contacted ******* and are happy to assist with placing a new order and honoring her original discount and free shipping. Thank you!

• Initial Complaint

  Date:10/26/2022

  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 ordered two gift cards for my little cousins who will be coming in December, so well in advance. Build a Bear stated it would arrive on October 10th at the latest, but I still have received nothing. I frankly want it to arrive because I bought two $50 gift cards for them which amounts to $100 (its quite a lot of money) and for it not to be here still is quite ridiculous. Im not even sure they shipped it out like they said they did. I simply want it to arrive without all this hassle, but I dont think it will and I just want a refund at this point. I reached out to them too. They said it can take up to 21 business days (even though their website says **** business days). It has now been more than 21 business days, and I have not received anything. Really, if it has shipped from inside the US to *****, in what is likely an envelope, it should not take this long (even with **** or ******* I have usually received things from these carriers much faster (within a week or two most of the time but this is just not right). Im trying to be as understanding as I can of anything that *** have happened, but I am starting to doubt Ill even receive this gift card. Im just very disappointed as of now, but I am somewhat hopeful that a solution *** be found.

  

  Business Response

  Date: 11/02/2022

  **********'s lost physical gift cards were replaced with two $50 egift cards. Thank you!

  Customer Answer

  Date: 11/02/2022

  Better Business Bureau:
  
  I find that this works just fine. Thank you. 
  

• Initial Complaint

  Date:10/17/2022

  Type:Customer Service 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.

  Build a bear workshop gave me 14 reward certificates with a value of $10 each. They all expire on dates between March and April of 2023. They are now claiming these were all sent in error and refusing to honor any of them. I'd like to receive the $140 in store credits that I am owed.
  
  My bonus club account is under the email ******************* 
  I have attached a screenshot of all the rewards I have received they are refusing to honor as well as an image of their term and conditions on these certificates that do not say they will be voided if sent in error. I also have a screenshot from their representative showing them as canceled in their system, however that email says it is confidential. I'm now allowed if I am allowed to share that with the BBB legaly.

  

  Business Response

  Date: 11/02/2022

  The Reward Certificates issued to **** were issued in error and not earned through purchases. When the error was discovered, the Certificates were cancelled. We have had several detailed interactions with **** regarding her account. After a thorough review, 52 additional points were added to ****** account and a listing of all of her transactions was provided to **** on 10/25/22. The account totals are completely correct and the account is in good-standing and functioning correctly. Thank you!  

  Customer Answer

  Date: 11/02/2022

  Complaint: ********
  
  I am rejecting this response because:  rather those certificates were issued in error or not they were still issued to me. They should remain active until the expiration date listed on them. No one in the fine print do they say if they are issued in error they will be revoked and canceled.

  
  

  Additionally through out the multiple interactions I had with the company over the phone and email they repeatedly lied to me and were incredibly rude. They claimed they had included points earned through in store purchases when I asked multiple times. The supervisor later confirmed that was false and they had not. They also sent me an email detailing my purchases showing the total number of point I earned to be 78 yet claimed the 66 points I had received was correct. There own documentation showed it was not yet they denied this and would not respond to emails showing they were incorrect.

  They also counted not how certificates I had been issued but how many I had redeemed. The certificates are good for 6 months. Having redeemed certificates does not show they were rewarded and issued within that time frame. Yet the company continued to only count certificates redeemed not issued. They have not told me how many were issued and don't seem to be able to. 

   

  Furthermore since this complaint was filed they fraudulently charged me for shipping I did not agree to pay. I called to demand a refund which I was rewarded but the money was gone from my account for multiple days while this issue was resolved. Money I needed and never agreed to pay to someone I know could not access because of this fraud. Over the phone they stated this was a known issue they had received multiple complaints of. Yet they were still running their site fraudulently over charging people. They only were even aware it was an issue that occurred on my account because I called. Had I not, they would have not returned my money. 
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:10/14/2022

  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.

  I purchased a cow stuffed animal from build a bear in the ********* ******* ******** ******* two days ago. Two hours after the purchase, once I got to my cottage, i opened the box in which the cow was in and noticed immediately there was a hole in the neck stitch , the right arm stitch, the left leg stitch (big enough to put a finger in). I haven't event had the bear for 48hours yet and it already ruined before I even took it out of the box for the first time. The fact that it's not exchangeable or refundable is crazy considering the fact that this toy cost me 42$ and came damaged. This cow stuffed animal has sentimental value which is why I just want a new one, no refund.

  

  Business Response

  Date: 11/02/2022

  In working with *********, we discovered with her receipt that the purchase was made in another store, not Build-A-Bear, and was not a Build-A-Bear product. Thank you!

• Initial Complaint

  Date:10/03/2022

  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.

  I went to the Build-A-Bear Workshop in ************* to make a bear, and they printed my bear's birth certificate from a malfunctioning, ill-maintained machine that failed to produce a clean, complete background and print of the certificate. the bear was very expensive, and this certificate was part of my purchase. When I complained, I was told "we only have one printer", and the store staff did not know how (or simply refused) to maintain it by putting in more toner to make a good print! The staff guy also folded my certificate in half to stuff it into my bear bag without my permission, so now it is creased! I wanted to display it in a frame, and that ruined it. As a customer, I should not have to suffer for poorly-maintained store equipment, and poorly-trained staff - especially at the only Workshop within many hundreds of miles of my home, and at a major tourist attraction (******* in **). I had to fly out the next day, and the store staff knew I couldn't come back to complain to management, and so were rude to me. I would like my birth certificate for my bear that I paid for properly and completely reprinted, and sent to me FLAT, without being folded.

  

  Business Response

  Date: 10/06/2022

  A new birth certificate is being sent to ******** for her bear. Thank you!

  Customer Answer

  Date: 10/07/2022

  Complaint: 18163123
  
  I am rejecting this response because:  Although I did receive a prompt email response from the company, and a promise of a new, properly-printed birth certificate for my bear, I have not as yet received either the certificate (which I expect to arive flat, uncreased/unbent, etc), nor any tracking number for that item.

   

  I will hold open this complaint until the matter is truly resolved, at which time i will make appropriate comments here also.
  
  
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 10/18/2022

  The company finally sent me a birth certificate for my bear via regular mail, and also in a plain large envelope that was not reinforced, and did not have "Do Not Bend" written on it.  It was only by providence that it was not damaged in transit.  Also, the new birth certificate did not match the design of the one I got at the workshop despite my sending an actual photo of it to the company as part of the information they requested. This disappointed me because my original (but defective) birth certificate for my bear was a "25th Anniversary" special edition print!

  Nevertheless, I consider the issue resolved.  I do hope when I go back to the build-a-bear in *************, that the quality of printing and customer service will be improved!