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
- 103 total complaints in the last 3 years.
- 32 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:02/02/2024
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 ordered a bear with scent (order #W6253438) the delivery address was wrong and is undeliverable and they will not help me fix it in any way. I called ***** and they said *** had to fix it but *** said they do not do that and I have to just watch the tracking number until they got it back. Then they'd see what they can even do. How is that even ok? They took the money then refused to even be of any help when a shipping error occurred. I've gotten so many bears from them and yet the customer service is HORRIBLE! At this point I just want a refund. This is ridiculous.Customer Answer
Date: 02/08/2024
They sent a replacement after asking for the correct address, and it's sending it to the same address. When I contacted them about the mess up again they again said there is nothing they can do. Worst company to order from!
Business Response
Date: 02/19/2024
A replacement order was sent to ******** and delivered on 2/12/24. Thank you!
Initial Complaint
Date:02/02/2024
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.
On January 20th my 7 year old daughter and her friend went to Build-a-Bear at **************; however due to their limited selection the associate recommended we go to the one at ********* on International. We drove the additional time and went through the extra hassle to go to this store only to be completely frustrated that we could not use the gift cards gifted to us.Upon proceeding to make the payment none of the associate were unable to scan or enter the two $25 Make a Wish gift cards given to us. We were asked to wait even though there was a lady spouting out vulgarities towards everyone in the store. They asked me to go to the website of the gift cards and look at there, but to no avail. So, even though I had the original Publix receipts for the gift cards purchase, the website showing the full balance on the cards and allowed them to rip the card (because the associate didnt know if there should be a physical card inside) it was of no use.This circumstance shouldve been handled completely different. The store should have just credited the $50 to the remaining balance and then figure out how to retrieve those gift cards into their account. I should not have had to wait at the store while this crazy scene was happening and little ones hearing out this lady. I should not have had to pay with my credit card all of the amount, and then be placed in a circumstance to have to reach out to corporate for a refund.I do not want store credit. I would like a refund for the amount of the gift cards that I was supposed to use. The build-a-bear stores are very far from my residence and I have no desire to purchase any additional things. Im very disappointed that the store icon Park was not equip to process the gift cards.If I had known The gift cards would NOT be redeemed at Build-A-Bear store I would have never purchased ANYTHING had I known Build a Bear would not refund the gift card amount.Business Response
Date: 03/01/2024
Unfortunately, the gift cards pictured in the photos were not from Build-A-Bear. The photos of the gift cards purchased showed they were from "Giving Good Cards." According to their website, you may take the Make-A-Wish card and purchase gift cards from companies of your choice, like Build-A-Bear. The Giving Good Card had not been used to purchase Build-A-Bear gift cards, so our systems were not able to accept the gift cards, since they were not from Build-A-Bear. It looks as if ******* may be able to visit the "redeem.giftcards.com" website listed in the photo and redeem the gift cards for Build-A-Bear or another company. We have forwarded a gift card to her email as a goodwill gesture and an apology for any confusion. Thank you!Initial Complaint
Date:02/01/2024
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 would like to file a complaint against build a bear. I ordered two products on the 16th of January, I received an update on the 17th that a label had been created. That was the last update I received. I have called 4 to 5 times now, only get excuses such as the weather is bad or they have yet to receive an update from ***** etc. A few days later after my initial delivery date for my package, I called ***** and they informed me that they have not even received the package. I called Build a Bear back and informed them of the information that ***** told me, and they proceeded to tell me to give them 2 hours so they could call their warehouse and they would call me back, I never received a call back and I gave them an extra 24 hours after they said that, called them back today on February 1st an they told me that there was nothing written down in my case, about them contacting the warehouse and they told me they can not even call the warehouse, I asked for a representative they first asked if i still need my product then said to give them an extra few more days after i said yes, I asked why they lied to me multiple times and they would not give me an answer and hung up. I would love for the company to get my my order, not try to force me to cancel when I cant even buy one of the two products anymore due to it being an online exclusive and being out of stock.Customer Answer
Date: 02/05/2024
I am an customer of Build A Bear and I have yet to receive my order that was placed on January 16th, I have provided my order confirmation from build a bear's website along with the tracking information from *****. I have also provided an email from the build a bear guest services stating that my package was in transit but the information from ***** shows they have yet to recive it.Business Response
Date: 02/20/2024
********** order was delivered. As an apology and goodwill gesture for the delay, her shipping fee was refunded and a $10 certificate was issued to her for future shopping. Thank you!Initial Complaint
Date:01/25/2024
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 a few items and I told the company Im traveling out of state so to please cancel my order and they refused and told me it can maybe be cancel or be delivered back to them if nobody answers the door. Then I am told by the company the package was delivered and I call a neighbor and they said they dont see anything at my door. I contacted the carrier and they told me the company is the one who needs to file a claim and they were the ones supposed to call to cancel the delivery. In the images provided it shows I tried cancelling the order days ahead of time.Business Response
Date: 02/22/2024
A full refund was issued for ******* order. Thank you!Customer Answer
Date: 02/26/2024
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:12/18/2023
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.
On the 4 th of Dec, i ordered a bear, from build a bear for Christmas. after completing the order, including the personal message. I was sent a tracking number, on Dec 6th. stating the item would be delivered between Thurs the 14th and sat the 16th. I ve checked the tracking number several times, and item still hasn't shipped on the 18 th. so, i made a phone call on the 14 th and the 18th. about this item. And basically, just getting the run around. So, 83,77 is in limbo. I dont see the bear making it by Christmas.Business Response
Date: 12/26/2023
********* order was delivered on 12/21/23. Thank you!
Initial Complaint
Date:12/11/2023
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.
Purchased 2 stuffed animals with personalized voice recordings in them. I received an email with a phone number to call into and make the recordings. I was given 20 secs for each recording but no way of knowing which animal went with which recording so I called and was told. Made the recordings and once I received the animals, the recording were wrong and one of the recordings cut off the first word. So after several phone calls (several being hung up in it “dropped” I was told there would be a replacement of the animals sent with the proper recordings. I was told I would receive an email confirmation of this within a few minutes. Never received an email and when I called again, the customer service person put me on an extended hold and then the called disconnected. Attached are the phone calls I’ve made, or including the 2 I’ve made today and the screen shots of the email with the correct animal noted that I was told when I called on Nov 30th.Business Response
Date: 12/26/2023
***** replacement order was delivered on 12/14/23. Thank you!Initial Complaint
Date:12/06/2023
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.
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: ***.fathomCheck out: www.Skype.comSkype 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 tocomplaint 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: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 tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** ********Initial Complaint
Date:11/21/2023
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.
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 tocomplaint 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: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!BBB Business Profiles may not be reproduced for sales or promotional purposes.
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