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:05/16/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am contacting because i have been missing my order and i was in contact with fedex and they told to contact Build a Bear for a resolution on my missing order (********) and im worried because i paid for the fastest shipping and im left with NOTHING and now im having to submit this complaint because build a bear doesnt want to give me a refund and im just so frustrated because i trust build a bear as i have bought from them in store and love their service but now this is worrying
Business Response
Date: 05/23/2023
**** was provided a full refund for his order. Thank you!Initial Complaint
Date:04/14/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered 3 gifts from buildabear and loaded 3 addresses to my profile. 2 of the 3 gifts were received. The 3rd one was sitting in a ***** building and as I looked closer at the receipt I found the buildabear system somehow grabbed the street address from one of my saved address and the name city and state from the correct IA address. I called Buildabear and they refuse to do anything to make it right. I should not have to wait and see if they get the item back as it is literally impossible to deliver my item with the information their system loaded incorrectly. Now I am out $75, it has been 3 weeks of waiting and my final person has no gift and I have to hope ***** might send the gift back or I get no refund. This is terrible business and very frustrating. Please help me make it right, I just want my gift to get to the person I sent it to. Thank youBusiness Response
Date: 06/22/2023
A full refund was issued for ******'s order. Thank you!Customer Answer
Date: 06/22/2023
Complaint: 19937927
I am rejecting this response because:
A full refund was not issued. I lost the money for a shipping mistake your company made. Please refund the remaining amount for this to be settled. Also, that is really all you have to say? What kind of company is this? No offer to make it right? Get the gift to the applicable party? Terrible customer service
Sincerely,
***************************Business Response
Date: 07/07/2023
A full refund, including shipping, was processed for ******'s original order. A new order is being sent out to replace the order that never arrived for ******'s recipient. Thank you!Customer Answer
Date: 07/18/2023
I got the most wonderful call from the kindest woman. She apologized for my problems. She refunded me the shipping, but most importantly she got the gift sent to my friend and it made her day! I am so grateful and appreciative for all your help and for the final response to my complaint. Thank you I consider this resolved above and beyond!Initial Complaint
Date:04/10/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
March 14th I went into the store to try and use a gift card that was given to me by a friend. It didn’t scan so I had to wait until customer service was available the following day.
March 15th went in again, and it still didn’t work so customer service told me to wait 5-7 business days for them to resend me a new gift card.
March 18th went in AGAIN and it still didn’t work. Instructed me to charge it on my card and they’ll refund me. Customer service gave me a case number and told me to give it to them and take a picture of my receipt and they’ll refund me with no problem.
They said they processed it but never did and have been giving me a run around ever since. Called 5 times and emailed 8 times since then. They told me it’s being escalated to a claims department and someone will get back to them with an update. I find it strange that their claims department can only be contacted via email through them. I have a chain of emails and LIES about them taking care of this. My last call today she wouldn’t even put me through with a manager. So now they disabled the gift card, I’m out of pocket on my own money, and nothing is being done by these people.
I want a FULL refund for my troubles with this company. It’s seriously inconvenient for me. What was supposed to be a sweet gift for my dog that passed away, has now turned into a nightmare of being passed around. I will never buy from this company ever again.Business Response
Date: 06/13/2023
A full refund was issued for ********. Thank you!Initial Complaint
Date:03/28/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Initially, I ordered an item over the phone, because the website was not working or applying my credits, and did not receive it in the requested condition and items were missing from my order. I contacted the company, and they agreed to send a replacement order. Nothing was sent, so I called again. They stated they would put in another request to send this item expedited shipping with the missing items that were not included in the original order, as the initial request did not happen. This order has yet to be sent as agreed. I was asked to wait 3-5 days, and it has now been one full week. I have attempted to follow up with the company via email and via phone. They agreed to follow up with my initial complaint with their corporate team but I was not contacted by corporate to discuss. I followed up again with the company and was treated in a dismissive manner that did not resolve my issue. Also, I was told that the missing items I requested on my original order would not be sent, because they were not listed on my initial order. This is unnacceptable, as I requested the items and the employee who ordered them over the phone did not include this, meaning it was the employee's mistake with the order, not my own. I would like my replacement order (one UNSTUFFED Pooh bundle and UNSTUFFED longhorn WITH TWO CUB CONDOS) to be sent OVERNIGHT, as these items were intended to be a gift over a week ago and this is time sensitive. I would like ALL my items delivered ASAP, as agreed. Build-a-Bear case number: ********. Email exchanges attached for reference.Business Response
Date: 06/13/2023
A full refund was issued for ******. Thank you!Customer Answer
Date: 06/14/2023
Complaint: 19861648
I am rejecting this response because:
I have not received any proof of even notification that a "full refund" was completed, as the business stated in their Better Business Bureau response. I understand that it may take several days to show up as a credit on my card if a "full refund" has been processed, but I would like proof that this has actually been completed before accepting the business' response, as I have not received a refund as of yet. I would accept an emailed receipt that the refund has been processed.
Sincerely,
***********************Business Response
Date: 06/22/2023
Attached is a copy of ******'s refund documentation from the original order. Thank you!Customer Answer
Date: 06/22/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************Initial Complaint
Date:03/27/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I tried to place a purchase a few weeks ago it didn’t go through but I had the payment show in my bank account. I called BaB and they said nothing is showing on there end of any order and the payment should reflect off in a matter of days. Well the payment did come off and back into my account and I choose not to order again. We’ll fast forward today i randomly receive a package from BAB and immediately checked my bank Account they authorized the payment and I called in to figure out why they would authorize a payment they stated they never even received my order of. looking back at emails I also don’t have any shipment orders ether. I was told it was a “glitch” now I have to ship back and wait 2-3 weeks for my payment back.Business Response
Date: 06/22/2023
A full refund was issued for ******'s order. Thank you!Initial Complaint
Date:03/23/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I went in to bab on 3/19/2023 for my daughter’s birthday. Upon entering the store I told the associate that it was her bday and we would like a bear. I explained it was her first time and she was excited. Because of financial reasons I wanted her to get the price for her 6th bday( making the price 6 bucks according to the info my friend sent me with).
The associate stated “ she can choose any bear and get her clothes etc. ) We walked around looking for the bear of my daughters choose. Mind you AT NO TIME DID SHE ONLY ADVISE ME OF THE BIRTHDAY BEAR BEING THE SPECIAL BEAR FOR THE SPECIAL PRICE. After all was said and done I ended up spending almost 50 bucks when all the associate had to say was the only one to get for the birthday price would be the bear, instead of letting my daughter choose from other bears on the shelf and potentially having her feelings crushed do to the price.Business Response
Date: 06/30/2023
We left a voicemail message for ********* and are waiting to hear back. Thank you!Initial Complaint
Date:03/20/2023
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 had enough with this company’s bonus club system! Their customer service is beyond DISRESPECTFUL and will NOT help you. They will give you sarcastic answer and make you think you don’t know what you’re talking about! I have spent so much money on this company and I don’t deserve the treatment I get from their USELESS customer service representatives.
My points from their bonus club are continuously being taken out and being manipulated manually and instead of me getting the $10 voucher everytime I spend $100, I am not being able to receive it and would have to reach out and fight for them to give me the points back. They have issued me a voucher that doesn’t even work one time. I have reached out to their online chat but agents are RUDE, SARCASTIC and disrespectful! I’ve had enough.
I’ve never had this experience in store. But online is just a different level of UGLY customer service.
If they won’t honor their bonus club rules then just take down that program instead of trying to cheat customers.
Not only that, I have ordered online before and NEVER received my package. I was even told “since you don’t want to ask your neighbors if they have it, then I’ll just refund you”. What kind of answer is that??? You know how weird it is to be knocking on doors and asking if they received my package? Especially on neighbors I’m not really close with.
I try to avoid ordering online from this company because of this reason! But some of their items are only being sold online and my daughter requests for me to buy it for her.
I just need an answer on why are my points being taken out manually and also I would like for them to investigate these rude online representatives on how they treat customers!Business Response
Date: 06/22/2023
We have had many conversations with ***** regarding her account. We were also able to clarify for ***** that there is a small delay in issuing Certificates after the points are deducted from the account to create the Certificates. After a thorough review, we were able to see that her account has correctly counted her points and issued the correct number of Certificates. We also issued a $10 Rewards Certificate to ***** as a goodwill gesture. Thank you!Customer Answer
Date: 06/22/2023
Complaint: ********
I am rejecting this response because:
There was no $10 voucher given! Yet again, another lie.
Sincerely,
***** ******** ****Initial Complaint
Date:03/03/2023
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 December 20, 2022, my daughter and I visited the Build a Bear store (#***) at the ********* **** ***** **** **** ******* in Indianapolis, Indiana.
As the holidays were approaching, my plan was to purchase two “memory” bears for my adult siblings. Our mother (a professional singer) had passed away suddenly, and my desire was to purchase two bears and then insert a recording of our mother singing.
From previous experience with your store, I knew that the ”Personalized Record Your Voice Message” insert only allowed for 20 seconds of recorded material.
My plan was to purchase the bears and then add my own two-hour recording insert that I purchased on ******. I knew this would be frowned upon by your employees, but it was my only option since your insert was not what I needed.
When we entered the store, we were greeted warmly and began looking at the bears. We picked out the ones we wanted and began to explain the situation above to the employee. She was very sympathetic and said that this was not allowed, but they could leave the stitching open so we could add the recordable insert outside of the store. That was perfectly fine with me and so we moved to the filling station with our bears. This employee, too, was very understanding and said she could leave a small opening.
At this point, I was feeling really good about your store. With the upcoming holidays, I had been feeling very melancholy about my mother’s death, and the idea of having a bear with her songs playing was beginning to lift my spirits. In addition, we had received wonderful guest service from store employees ******, ******, and ******. It was so obvious that they cared, and that meant the world to me.
As we stood in line to pay for our bears, we observed **** working at the register. She was not smiling and was being a bit rude to the people paying for their beloved animal(s) with their excited children in tow.
There was another employee also working the register and I prayed we would get her and not ****. But, as luck would have it, we became ****’s next victims.
**** immediately noticed that the stitching on the bears was not closed. I told her the story of how my mother had passed away suddenly and that these bears were going to be Christmas presents for my siblings. I explained to her that the recording device your store sold only recorded 20 seconds and that I had purchased two-hour recordable inserts to add outside of the store.
She immediately went into fight mode and showed ZERO SYMPATHY. She rudely explained that the bears could not leave the store without being closed.
I completely understood but she began to get snarky with me. She grabbed the bears off the counter and took them to the filling station. She then proceeded to angrily remove every piece of stuffing from each bear. She threw the bears forcefully down as she finished each one. This process took over 15 minutes (really… to remove stuffing?) and became quite a show in front of the other guests.
When she finally walked back to the register, my daughter and I were talking about the rest of our shopping trip and what we had left to buy. She abruptly blurted out “What are you whispering about?”. I told her we were not whispering but planning the rest of our day at the mall. She asked again what we were whispering about and I told her that it was really none of her business. At that point she became increasingly verbally aggressive and went on to say how rude we were to her and that we should never have expected anyone to help us in the way described in the previous paragraphs.
At this point, I became furious and told her that she was severely lacking in guest service skills and that the entire time we were in line, she did not smile one time. I also explained to her that I was a letter writer and that I would be sure to report this incident. She rudely gloated that she had been working there for several years with never a complaint. I told her that I found that hard to believe, based on our experience.
We paid for the bears and left that Build a Bear store… forever. As long as she is an employee, I will never step foot in that store again.
Examining the situation today, I understand she was doing her job and following store policy. I get that. But what I will never condone is how she treated us. As a former cast member at Walt Disney World in Florida, I understand guest service better than most people and her service was abhorrent and shameful.
I never gave those two bears to my siblings for Christmas. As a matter of fact, they are still in the bag just as they left the store. I was so exasperated by this experience that the magic of giving a memory bear to my siblings vanished.
Maybe I will gift them next year, but I doubt it. The experience with **** truly dampened my spirit. Honestly, this was the worst example of guest service I have ever experienced.Business Response
Date: 06/30/2023
We left a voice mail message for ***** and are waiting to hear back from her. Thank you!Initial Complaint
Date:03/02/2023
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.
On January 21 & 22 I was charged for 5 different orders that Buildabear said never were processed and failed and cancelled. I have contacted Buildbear many times for refund and are assured I would be refunded. As March 2 I not received my refund.The amounts are $15.09, $61.19, $45.37, $27.43 and another amount $27.43.Business Response
Date: 05/23/2023
We were able to resolve ****'s concerns about the order charges and provide documentation for her. We also sent her a gift card as an accommodation and goodwill gesture. Thank you!Customer Answer
Date: 05/24/2023
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:02/23/2023
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!My order number is W5012837. Was placed 02/19/2023 Thats what I ordered:* Egg **** - Includes 12 Plastic Eggs, 4 Mini Plush & 8 Mini ******************** Items * Online Exclusive Tie-Dye Bunny Easter Basket * Online Exclusive Bunny Slap Bracelet * Online Exclusive Bunny Scrunchie * Pawlette bunny * Bunny Skirt Set Thats what I got - Pawlette bunny with scent inside and already dressed in pj with a little bow.And what is really weird the birth certificate for Pawlette bunny is correct, on my daughters name!I contacted customer service. They want me to print and fill out a return form and send them back the wrong outfit and bow. They told me that will send me a new package, but without Pawlette bunny.And I asked them twice if they were going to replace it, because we ordered bunny without scent, and that one we got has a scent. But I didn't get a response, they just ignore me.So I have two questions:1. Can I get my order exactly how I ordered it? I paid almost $80 and I want to get what I paid for! I ordered bunny without any scent! And I dont need Pawlette with scent! But, Im afraid that they will not replaced it, so I will get my new order without it. 2. Why should I waste my personal time fixing someone else's mistake? After all, the company is not going to pay me for the fact that I will do their job! They want me to print and fill out a return form, go to the post office, stand in line and send them a package. Just because they sent me completely the wrong order!Thats how I see the solution to this problem: the company sends me my order (absolutely everything I ordered, including the Pawlette bunny WITHOUT scent). I receive the order, immediately check it and give the courier the wrong order, that they ship previously.Business Response
Date: 05/23/2023
At her request, *****'s total order was replaced for her. Thank you!Customer Answer
Date: 05/24/2023
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,
*****************************
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