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:09/07/2023
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.
Transaction date: 08/23/2023 The amount paid: $158.39 What the business committed to provide you: The customer service agents Ive spoken to on Friday, September 1st informed me that my order is finished processing and will ship out on Monday or Tuesday and that I will receive a tracking number via email by then. It is now Thursday, September 7th. And I still do not have a tracking number emailed to me. The order was also supposed to be delivered on the 7th or 9th of September. They wont let me cancel the order neither. What the nature of the dispute is; I would love to receive my package, but the refund is a better option at this point. I could buy them in person instead.Whether or not the business has tried to solve the problem: No Order number: W5524564 The issue was advertised on ******** for the Cinnamonroll bears that was back in stock.
Business Response
Date: 11/06/2023
********'s order was delivered and a full shipping refund was processed for her. Thank you!Customer Answer
Date: 11/06/2023
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,
Lioniece ********Initial Complaint
Date:08/30/2023
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 8/28 I ordered a Giant Pink Spring Frog (order ********) for my daughter's first day of school. Since it was last minute I paid $42.95 for overnight delivery. At the time of ordering, build-a-bears website showed 8/29/23 delivery. Since it could be delivered in time for her first day, I paid the $42.95 shipping charge, and was anticipating this surprise for my daughter. Shortly after I received an email from build-a-bear, again with a delivery date of 8/29/23. Then on 8/29/23 I get an email from fedex that my label was just printed in Ohio, that morning. I reached out to build a bear and they were adamant that I'd still get the order that day. At 1:48 Fedex finally receives the actual order to ship. At this time delivery is updated on Fedex website and it shows 8/30/23 delivery. I reached out to Build-a-bear and told them if they can't deliver overnight, as promised, I want a refund of shipping because I specifically paid for $42.95 overnight shipping. They told me I'd have to wait until 8/30. So today, 8/30, still no bear, I reach out to Build-A-Bear and they refused to refund anything. to them, getting it today is the same as getting it yesterday. And that is not the case when I specifically paid $42.95 for OVERNIGHT shipping and 8/29 was the date when ordering and on my email confirmation. They offered me 100 build-a-bear points (worth $10 gift card) as a one time courtesy. I told them that was not sufficient when I paid $42.95 for overnight delivery. I was told they would not do anything else. I got frustrated and told them to just cancel the whole order and refund the whole thing. I was BEYOND frustrated. After I cooled down for a minute, I said I didn't want to punish my daughter for BaBs actions and said just leave it and I'd file a BBB complaint. At that time they stated the would issue me 1/2 of my shipping cost back as a refund which would be $21. I believe I should get a full refund for the inconvenience or only be charged the standard $13.50 charge.Business Response
Date: 10/10/2023
A full shipping refund was processed for *****. Thank you!Initial Complaint
Date:07/05/2023
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 Cimmonroll on June 22nd on the release date. Since its a highly popular item it sells out fast! Not only did I order it on the day it was released but I watched the count down in the virtual waiting room. Not the waiting room but the actual timer for release time so pretty sure I should had been the first few to order. Watched BAB website and social media everyday for this bear. I placed the order didnt get confirmation email but I did get hugs on the way email and were building it email the next day kinda out of order but okay. ***** still states waiting on item, label created. So I contacted support about this and each time they said its on the way delivery expected July 1st-4th. But ***** still states waiting for package. The store its from is like 27 mins away from the recipient. Now since its passed the delivery date bab is avoiding my concerns and said that if the bear doesnt come Ill get a refund. I dont want a refund I want the actual bear that had me stressed out daily waiting for the release! To top it off bab wont release this bear again soon they like to make the customers wait for months, No I want the bear I should had gotten when I ordered it. I dont care if they have to walk to ***** and bring me Cimmonroll himself, I want what I ordered. So everyone after me got their bear but me? What sense is that? Order number W5359424Business Response
Date: 07/10/2023
*****'s lost order was recreated for her and delivered to her this morning, 7/10/23. Thank you!Customer Answer
Date: 07/11/2023
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. Thank you! She loves him!
Sincerely,
Misty CeceInitial Complaint
Date:07/05/2023
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 June 25, 2023 I placed an order for a bear for my mother' s birthday in the amount of $73.74. After several unsuccessful attempts to track the bear I finally received notification on 07/01/23 that the bear was going to be delivered on Monday 07/03/23. My mother never received the bear so I contacted Fed Ex to obtain the status of the bear. I was informed by Fed Ex Representative that the bear was lost and that I needed to contact Build a Bear to have them file a claim for the bear. ******* the Fed Ex Representative advised that because Build a Bear uses the most CHEAPEST shipping possible there is no way to track where the bear was lost in transit.
I contacted Build a Bear and was advised by ****** that they would not be placing a claim for the bear and I needed to wait a few weeks. Build a bear is out of there **** minds if they think I am going to wait weeks. I will go to the media and go on social media and tell everyone how not only did they ruin my mother's birthday but now are trying to keep the $75.00 I paid for a bear my mother never received.Business Response
Date: 07/07/2023
******'s order was delivered 7/7/23. Also, a partial credit for ******'s order was issued as a goodwill gesture. Thank you!Initial Complaint
Date:06/30/2023
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 have sent several messages to customer service and no one can help me! I received my two bears in very bad shape, faces were deformed. I don’t drive and I don’t have a printer to be able to return items. I have sent pictures and they won’t provide full refund. I wasted almost $100 for them to look fake!!!Business Response
Date: 07/07/2023
A full refund was processed for Italia. We also left a message offering additional assistance and are waiting to hear back from her. Thank you!Initial Complaint
Date:06/27/2023
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.
Date Ordered: 6/16/2023 4:31:41 PM
Order Status: Shipped
Order Number: ******** 1 blob fish 1 blob fish shirt yet tracking number provided states it's still at warehouse even though estimated delivery was 22nd to 24th. I'm so irritated with this company your policies are absurd not only would they not refund me but they all could say is sorry for your inconvenience. Yeah right sorry my eye. Th8s has been the biggest Hassell getting my item for my Austic child that I really don't care to use you ever again.Business Response
Date: 07/07/2023
******'s order was delivered on 6/23/2023 based upon tracking. Also, a full refund was completed for ******'s order as a goodwill gesture. Thank you!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 Services
Sent: May 30, 2023 1:45 PM
Subject: UPDATE_ORDER
Hello,
Thank you for contacting Build a Bear and for being our guest. We hope you are having a beautiful and bright day, we truly understand how important is for you to receive all the relevant information about your order. We will be more than happy to assist you!
We sincerely apologize, due to a currency conversion issue with Global-e, your order has been cancelled. We never want to cause dissatisfaction without any reason because we know how important is to receive your order and we apologize your order was cancelled. A refund will automatically be credited to your account and your you should see this reflected within 7-10 business days depending on your bank or financial institution.
We are sorry, again, for any disappointment or inconvenience this may cause. If we can be of further assistance or answer any additional questions, you may reach us directly by phone with the information below.
For Guests in the US or Canada:
Toll-free phone: ***** ******** Monday - Friday: 7 AM to 4:45 PM CST
Saturday and Sunday: 9 AM to 2:45 PM CST
Bear hugs,
****** ** Guest Experience RepresentativeBusiness 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,
******** *************
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