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.

  6170 Grand Ave Ste 519 Gurnee, IL 60031-4547

• 

  Build-A-Bear Workshop, Inc.

  8700 NE Vancouver Mall Dr Ste 132 Vancouver, WA 98662

• 

  Build-A-Bear, Inc.

  160 North Gulph Road Space Y-2 King Of Prussia, PA 19406

• 

  Build-A-Bear Workshop, Inc.

  7700 W. Arrowhead Towne Center Glendale, AZ 85308

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:10/01/2025

  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 online order with Build-A-Bear on July 15, 2025 (Order #W8385551) and paid $52.50. I was forced to purchase the My Sweet Piano plush together with an additional dress I did not want, which felt unfair. The gift card process was also unacceptable, it took me nearly 2 hours to apply gift cards due to constant website errors.I left a review with more details regarding the poor quality of the item, but I have not received any acknowledgment or response. On multiple occasions I have tried to reach customer service about these issues, and I have received no reply. The business has not provided any assistance or attempted to resolve the problem.

  

  Business Response

  Date: 10/01/2025

  Hello -

  **** contacted the Guest Experience team 4 (four) times on July 15th looking for support with either placing an order or her ********** account. Each contact regarding order placement the agent(s) attempted to provide support to the Guest. She either did not respond to the request for additional information or she left the chat without resolution. ****** contact regarding the ********** concern was resolved by providing specific details of the current voucher in her account.

  Additionally, **** submitted a review (9/4) on the product purchased in her July 15th order. While she is not happy with the way the items are sold (as a set/bundle) and has a concern with the merchandise, she has not reached out to the Guest Experience team regarding these concerns. **** is still (barely) within her 90 day return timeframe if she would like to return the full bundle. To do this she will need to contact our team or visit **************************************************************.

   

  

  Business Response

  Date: 10/01/2025

  Hello -

  **** contacted the Guest Experience team 4 (four) times on July 15th looking for support with either placing an order or her ********** account. Each contact regarding order placement the agent(s) attempted to provide support to the Guest. She either did not respond to the request for additional information or she left the chat without resolution. ****** contact regarding the ********** concern was resolved by providing specific details of the current voucher in her account.

  Additionally, **** submitted a review (9/4) on the product purchased in her July 15th order. While she is not happy with the way the items are sold (as a set/bundle) and has a concern with the merchandise, she has not reached out to the Guest Experience team regarding these concerns. **** is still (barely) within her 90 day return timeframe if she would like to return the full bundle. To do this she will need to contact our team or visit **************************************************************.

  Customer Answer

  Date: 10/01/2025

  Complaint: 23956973
  
  I have reviewed the business' response and am rejecting it because:
  
  I reached out to Build-A-Bear multiple times about problems with placing my order, using gift cards, and website issues, but never got any real help. I also left a review about the forced bundle and the product issues, which went completely ignored. This has been frustrating and disappointing, and Im asking for store credit or some way for the company to make up for this poor experience.
  
  
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 10/06/2025

  As a ONE-TIME Guest appeasement/goodwill gesture, 200 points have been added to her ********** account. This will generate 2 $10 certificates via email in ***** hours. 

• Initial Complaint

  Date:09/26/2025

  Type:Service or Repair 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 have been trying for several days time to order a pair of gold aviator glasses I have been wanting to get for my girlfriend for a bear i am designing and creating for her and the website clearly states that the item in question is in stock ready for delivery but yet, a red sidebar appears at the top of the cart stating it isn't available, so which is it then?! I have tried to contact their inept customer service division and they have been of no help to me either through chat or messaging or even a phone call and when trying to contact them, all i hear are foreign dialects that are just impossible to decipher as they don't seem to understand clearly what i need assistance on and then they have the nerve to hang up on me. On top of this, I also wrote to their CEO and corporate bigwhigs at their HQ in *** and as of this writing, I have not heard one peep from them to address this issue and I am getting fed up with their nonsense as ever since the new CEO took over this company a few years ago, the company has dwindled and gone to the crapper and they really don't want to help their loyal customers like me out when encountering an issue with them. I am asking for the BBB's help in getting someone's attention in that company that can actually comprehend and speak English well and assist me with the issues I'm having. I also had an offer for free shipping this past week but was sent that offer late in the evening on 9/22/2025 and wanted to use that to my advantage but the website was not working properly and denied me the chance to buy the item I needed with this code to save a few coins in the process. I'm sincerely hoping someone from that firm will contact me via my cell phone and allow me to get what i need one of and for all the h*** they have caused me, I should get the thing for free, but that's for them to decide upon but when is enough enough already?! Been loyal to these **************** for 20 years time and this is my thanks?! Needing help with this issue.

  

  Business Response

  Date: 09/29/2025

  We have spoken with *******, discussed his concerns and determined a resolution. The item he was attempting to purchase along with a furry friend will be sent to him as a measure of Guest satisfaction.

  Customer Answer

  Date: 09/30/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. I have spoken with ***** over at BAB Corporate on 9/29/2025 and we had a great and constructive conversation and the solution she offered to me was very much generous and satisfactory and I am very happy with the end results that her and the company made to me and I fully accept the business's response and solution to this manner. I now consider this case closed. Thank you to ***** at *** and hoping the company will make the necessary improvements we spoke about regarding the website's functionality and the *********************** of the brand as well. Thank you again, *****! 
   
  Sincerely,
  
  ******* ***********

• Initial Complaint

  Date:08/19/2025

  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 ordered a build a bear this month. I personalized a recorded sound with my order. I just received my bear and there is a completely different sound in the bear. I just went back and checked my order and i did pay extra for the personalized message and I did not get my personalized message. I am very upset!!

  

  Business Response

  Date: 08/20/2025

  We are reviewing the order to determine the best resolution. Once determined, we will connect with the Guest.

  

  Business Response

  Date: 08/20/2025

  Hello - A replacement Posable Bat and a Personalized Record Your Voice message has been shipped to the Guest at no charge. The package should be delivered on Friday. 

   

  Tracking: ********************************************************************************************

• Initial Complaint

  Date:08/09/2025

  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 am filing a formal complaint against Build-A-Bear Workshop regarding my first order placed on July 30, 2025. Despite multiple attempts to resolve the issue through email and social media, I have received no meaningful response. As of today (August 9, 2025), my package still has not been picked up by *****, despite being given a tracking number over a week ago.The Issues:1. Website Malfunction Prevented Expedited Shipping:- While checking out, Build-A-Bears website froze multiple times. I initially selected expedited shipping to ensure timely delivery for a birthday gift, but the site reverted my order to economy shipping without notifying me.- I contacted customer service immediately to request a fix, but was told no changes could be made.- Because of this error, I was not charged for shipping, but this was not by choice I was prepared to pay for faster delivery.2. Gift Card Confusion:- I applied a $10 gift card, but my order confirmation email did not clearly reflect it. **************** later confirmed it was applied, but only after I followed up.3. Tracking Number Provided, But No Shipment:- A ***** tracking number was issued on July 30. As of August 9 10 days later ***** confirms they have not received the package from Build-A-Bear. The order is still stuck in Label Created status.4. Poor Customer Service & No Follow-Up:- My last email to Build-A-Bear on August 5 has gone unanswered.- I also contacted Build-A-Bear via X (formerly *******) on August 5. They replied asking for my order information, which I provided, but I never received a follow-up.I have copies of all correspondence, screenshots, and tracking records to verify my statements.

  

  Business Response

  Date: 08/12/2025

  Hi - We are reviewing the order to determine what caused the frustration and what our next steps should be. 

  

  Business Response

  Date: 08/12/2025

  Hello - A replacement order (W8489478) has been created to ship via ***** Next Day at no cost to the Guest. This order should process and ship today with delivery tomorrow 8/13.  Additionally, a refund for the original shipping fee has been processed. Thank you.

  Customer Answer

  Date: 08/15/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ********* *********

• Initial Complaint

  Date:07/17/2025

  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 premium Build-A-Bear product for my daughter, including an additional fee for a personalized voice recording to be placed in the bears paw. At the time, I was assured by Build-A-Bear representatives that the recording would last a lifetime, which was the only factor in my decision to buy this product.However, within a few years, the voice recording stopped functioning and now only produces a distorted ticking noise. This failure has rendered the bear non-functional and greatly diminished its sentimental value to my daughter. We have been loyal customers, but despite my attempts to resolve this issue directly with Build-A-Bears leadership team by email (on June 2 and again June 7), I have received no response or offer of resolution.Additionally, I recently learned about a Birthday Bear promotion that was never disclosed to us during any purchase or visit, which adds to my disappointment with the lack of transparency.I am seeking a meaningful resolution, such as a replacement or compensation that reflects the value of the defective product and its emotional significance to my daughter. I request Build-A-Bear Workshop address this matter promptly.

  

  Business Response

  Date: 07/18/2025

  Hello! 

  Thank you for reaching out to share your experience! After review, we are unable to locate any correspondence to the Guest Experience team who can best support these types of concerns. Please forward any previous correspondence to/with the Leadership team to me directly ************************************ so that I can further review.

  Looking forward to hearing from you.

  Best,

  *****

  Manager, Guest Experience

  Customer Answer

  Date: 07/29/2025

  I am writing to follow up on my previous message regarding the premium Build-A-Bear product I purchased for my daughter, *******, which included a personalized voice recording.

  At the time of purchase, I was assured the recording would last many years, potentially a lifetime. Unfortunately, the recording has stopped working and now produces a distorted ticking noise. This has diminished the sentimental value of the bear, which is very disappointing.

  I have yet to receive a response and would appreciate your attention to this matter. I am requesting a resolution that reflects the value of the item and the emotional significance it holds for my daughter.

  

  Business Response

  Date: 07/30/2025

  Contact with the Guest has been made. Arrangements for a replacement and an additional gift card have been made. 

• Initial Complaint

  Date:06/15/2025

  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 called ahead about the birthday promotion and was told there were multiple bear options to choose from. However, once we arrived, we were told something different. My daughter picked the Bluey bear, and as the process started, I became even more upset. The staff began asking my 4-year-old daughter if she wanted to add a sound or scent. This should not happen a child that age will always say yes. I, as her parent, should have been asked directly. She agreed to the sound, which I did not plan on adding. I had to step in and say no to the scent, which led to my daughter getting upset a situation that could have been avoided.When we finished and got an outfit for her bear, I asked about the birth certificate. I was told it would be placed in the box. Neither my daughter nor I chose a name, so I didnt understand how that was possible. When we got home, there was no certificate at all, and Bluey was poorly stitched with fur coming out.I called the next day and was told a manager would return my call. No one ever did. Ive now contacted this location over 20 times without any resolution.I am requesting a full refund and immediate attention to this matter. My daughters birthday was ruined, and this experience was completely unacceptable. I do not wish to speak to customer service again. If I am contacted by them instead of someone with authority, I will take this issue to local media.Please call me at ************ as soon as possible.

  

  Business Response

  Date: 06/16/2025

  Hi! We are doing a full review of this Guest's claims. We do not see that she has contacted the Guest Experience (customer service) team. Once we have additional information, the Guest will receive a phone call.

  

  Business Response

  Date: 06/17/2025

  After speaking with the District Manager, the Guest has agreed to a full refund. The refund of $65.29 was processed this morning and should be reflected in the Guests account within 3-5 business days.

• Initial Complaint

  Date:06/13/2025

  Type:Service or Repair 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.

  Build-a-Bear Workshop has to have the glitchiest online shopping site I've ever used in my life. Issues using gift cards and certificates. Issues getting the bonus product popup to appear. Issues with support chat. I don't very much appreciate my chat getting closed after three or so minutes when I need to test if something works on my phone or on a different browser (especially when my support agent gets to take all the time they need to check for something, but here I am getting my chat closed after three minutes). Just trying to add the discounted gift cards to my cart, guys! Not to mention that I can't even add gift cards to my cart on mobile because the button to add them is cut off and the popup doesn't have any scrolling options AND the sale that's supposed to be going on for some reason doesn't appear on my phone to begin with or in a different browser on my computer. It's almost like they're actively trying to stop their customers from using their website. Please, I beg of you, just fix your website to the point where everything is useable!

  

  Business Response

  Date: 06/16/2025

  Hi! We are actively reviewing the Guest's concerns and will offer a gift card as a goodwill gesture.

  Customer Answer

  Date: 06/16/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:05/05/2025

  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.

  Having issues with the transparency of shipping times. Ordered two items (bear + clothes). Shipping confirmation email on the 18th of April, and order states that it would arrive approx. between April *****. The last update on the tracking number was on the 24th of April where it has remained til this day and it seems to be stuck in *******. Not sure if this is a mail/shipping issue or if it's a fulfilment issue, hope to get it resolved soon nonetheless.

  

  Business Response

  Date: 05/08/2025

  This order was successfully fulfilled and shipped as promised. There appears to be a delay with the carrier ****** We would encourage the Guest to reachout to ***** for additional information - if any is available. We do not have any additional information to provide to the Guest. As a goodwill gesture a refund of the $5 shipping fee can be processed. 

  Customer Answer

  Date: 05/08/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ***** ********

  Customer Answer

  Date: 05/20/2025

  Hello, I'm coming into contact again. I had a shipping issue prior of the same order. It was resolved and appreciate it despite it not being their fault the order had been terribly delayed. However, update on said order, it finally arrived on Wednesday 14th of May, 2025, which while it is great news, it arrived unstuffed despite having had it ordered it stuffed. While this may not be an issue otherwise, I live on an island that had it's only Build A Bear store shut it's doors, so there is no way for me to get it reliably stuffed. Yes I understand there are other methods to stuffing it (like doing it by hand), but the bears are built in a way where the easiest way to stuff it is with the stuffing machine similar to what the stores use. (TLDR, the opening in the back is too small to comfortably and effectively do it by hand.) Simply a tad disappointed that the month's worth of waiting for this bear has to potentially be pushed even further because I have to find a way to stuff it.

• Initial Complaint

  Date:04/17/2025

  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 ordered a 462 dollar purchase from build a bears website and received the wrong package. I received a giant highland cow worth 1/4 of my purchase. I emailed them and the sent me a shipping label and return form. First of all, I cannot contact my regular **** carrier because in our neighborhood we have a community box and we cannot contact our mail carrier. I dont mind driving to the post office but here is where I really had a problem. I called the number for assistance and the lady was so rude and so hard to understand. She also didnt understand what we were telling her. She wouldnt refund my order and she said that she didnt know when we would get a refund. I am so annoyed because I didnt receive my order and no one will refund my order. They said they had to escalate it and I dont know what that means but I would really like my money back.

  

  Business Response

  Date: 04/17/2025

  We have been in contact with the Guest and have provided options.  Either a refund or a replacement.  Additionally, we need to request that the miss-shipped item be returned to us at no charge. Once we hear back from the Guest we will update this case. 

  

  Business Response

  Date: 04/18/2025

  We have once again connected with the and offered either a replacement or a refund with the return of the incorrect merchandise. ****** mentioned in this complaint that she would be able to return the product however, she has refused twice (stating it is too far - 40 minute drive) when communicating with our team. The refund has now been processed in full. While we will consider this case complete - no additional action needed - we feel that it is only fair that the merchandise be returned. We will not further pursue this claim.

• Initial Complaint

  Date:04/10/2025

  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 wanted to book a party for my Girl Scout troop to build Girl Scout bears but two of the girls already had them so they wanted to make a different bear. I called the Holyoke ma location and was advised by them that I cannot book a Girl Scout party and have two girls not make a Girl Scout bear. So I was advised to book a different party such as the build your own package and that once I do I can pre book which bears the girls wanted to do and have the items shipped to the store including the Girl Scout bears. I booked the build your own party package and didnt see an option to preselect the bears and items the girls wanted so I contacted guest experience. I had been emailing back and forth with ***** V, **** A, and ******* *. I was sent a list of Girl Scout items and bears available and told to tell them how many of each item Id need for the party and they would send it to the store to have available at the party. I sent them back a list of the Girl Scout bear items we wanted for our party and the two girls who didnt want the Girl Scout bear could choose their bear at the store. I was told our requested items list would be sent to the store to have for the party. I was called today with 3 days until the party to confirm details of the event. I inquired about said requested items and was told they never got any email or list of items requested for the party and do not have some of the items. I emailed the customer experience team and was told they have sent a request to deliver these items to the party but then a few hours later I was called by ****** and was told building a Girl Scout bear was not an option with the party option I was told to choose for our needs. This is abhorrent business practice and customer service. Ive never had such a confusing and distressing experience such as this. I will be telling the Girl Scout org about this experience and no longer offering BaB as an option to our scouts again. This experience was awful. I have all emails avail

  

  Business Response

  Date: 04/11/2025

  We are connecting with the Guest separately.

  

  Business Response

  Date: 04/11/2025

  Connected with the Guest and the party location to provide the best experience possible. Refunded the $50 e-gift card deposit to the Guest as an apology. 

  

  Business Response

  Date: 04/18/2025

  I have left a couple of messages for this Guest and have not heard back from her.