ComplaintsforBuild-A-Bear Workshop, Inc.

• Initial Complaint

  10/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My wife and I recently took our Granddaughter to Build a Bear, *********************** in ********** *** Upon entering the store we saw a large sign picturing two Bluey characters in the upper half, the bottom half stating in large letters "DOUBLE the stuff you love. 2 for $45" (this photo is attached).Based on the misleading signage, we purchased both Bluey characters instead of just the one we had planned on. By the time we went all the way through the stuffing song and dance and finally reached the checkout, were then informed that the 2 for $45 did not apply to Bluey characters. Of course by that time (and with granddaughter in tow) we chose not to disappoint her and endure the resulting melt-down :)The signage is obviously mis-leading.

  

  Business response

  10/31/2024

  Mr. ***** - hi!

  Thank you for reaching out about your experience. We appreciate you bringing this to our attention and sharing the picture of the signage. While the Bluey collection is not included in the 2 for $45 assortment (select furry friends) we understand the frustration and want to make this a better experience. We would be happy to refund the difference in the cost of the 2 furry friends, honoring the promotion.  To process the refund, we will need a bit more information. Please provide either an image of the receipt OR the below details:

   

  Date:

  Transaction #:

  Store #:

  Once, we hear from you, we will review and follow up.

  Looking forward to making this a brighter experience!

   

• Initial Complaint

  10/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I made an online order on October 1st 2024. I received a shipment on October 16th and nothing in that shipment was mine which I get mistakes happen. I called on the 17th and spoke to a gal who was sending me a prepaid sticker to send the items back and then replaced my order and she said it would be expedited and I would receive and email soon. Im thinking I should see something in a couple of days. On the 21st of October I still have not heard anything so I called requesting to just cancel my order and be done with it. By this point the birthday party already happened and I just needed to cut my losses. When I called she said she couldnt cancel it and that I had to wait till I received it and then turn around and send it back. Which how that makes sense is beyond me because Im having to pay for postage to return it? A order that they botched. Later that day, I received an email from customer service explaining that they were processing my replacement order and that I also would get a refund. Come to find out one of the items is sold out and they couldnt ship that again. I wanted the entire set that I ordered not half so why couldnt I cancel everything? Its just a waste of time at this point and very disappointing. I just want my order cancelled and a refund

  

  Business response

  10/25/2024

  Hello!  After reviewing the replacement order, it was determined that it could not be stopped or otherwise cancelled systemically. The order did ship and delivered on 10/24/24. The original order has now been refunded in full. As a courtesy, either/both orders can be kept or returned using the attached prepaid return label. The label just needs to be printed and placed on the box(es) and dropped off at a local USPS.  Thank you. 

  Customer response

  10/25/2024

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

• Initial Complaint

  10/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  September 1st - order #W7261946 $107.32 failed due to a site error, and funds were removed from my giftcard which caused me to miss the purchase of an item (the Sanrio 50th Anniversary Hello Kitty dress) because it sold out within the time it took Build-A-Bear (BAB) to put the funds back onto the giftcards. The pending charge has not fallen off yet. My other order #W7261946 $59.66 is lost in transit. It has not moved from ************** for several days. The last scan date/time keeps updating but the location does not. For example it said Oct 10 11AM **************, and the next day it said OcT 11 11AM ***********, **. I spoke to ***** and they advised me to reach out to BAB since the package appears to be lost. I tried calling but the person over the phone was not listening and just kept telling me the time of the last scan. I requested a supervisor multiple times & finally after around the 5th time he said no supervisors are available & scheduled a callback. I also tried chatting with an agent , ******* *. after that. She ignored me throughout the chat & just provided cookie cutter responses until I called her out on it. She was extremely rude and seemed very keen on disconnecting the chat after that because she would wait less than 30 seconds to ask me if I'm still there... like after I would send a message she would immediately ask if I'm still there. I was advised to wait until next Friday for assistance even though the package has been 2.5 hrs away for days and has no movement. The item is out of stock and I doubt BAB can reship it. I was also unable to apply my vouchers to my order because a site error caused them to show they were already used.

  

  Business response

  10/14/2024

  Hello - Thank you for reaching out! We are reviewing the concerns and will share updates as quickly as possible. Thank you.

  

  Business response

  10/16/2024

  After review, we have determined that Order W7261946 $59.66 is still on the way to the Guest - showing delivery expected today 10/16/24 (*****************************************************************************************).  An appeasement of a 25% refund to the Guest was credited to the order today in the amount of $14.92.

  Order W7112114 is invalid and cannot be located systemically. The Guest was not charged for this order.  No further action is needed for Order W7112114.
  

  Additionally, Order W7096919 has failed and cannot be fulfilled. The Guest will need to submit a dispute with ****** to remove any pending authorizations that might exist. Build-A-Bear does not have the ability to cancel pending authorizations through Klarna. 

• Initial Complaint

  09/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On September 7th, 2024, I placed an order for a Giant Pumpkin Kitty ******* Animal to ship to a friend overseas. On September 10th, I received an email from Build a Bear telling me that my order had shipped. They provided me with a tracking number (CY143416215US). When I checked the tracking this weekend to see where the stuffed animal was, it stated that the package was still in pre-shipment, as "a shipping label has been prepared for your item. A delivery date will be provided when **** receives the package; contact the shipper or shipping partner with any inquiries." When contacted, **** stated that this means a label had been printed, but the package was never handed over to them for delivery.I contacted the chat service on the Build a Bear website, and was told that they couldn't help me as the package needed to be out for delivery for between 6 to 21 business days before they would open a case. I tried to explain to them this would be fine IF the package had even left the warehouse, but it was obvious that it had not. The chat service referred me to their **************** number, as they claimed they were unable to help me resolve my issue.I called the service number at **************, and spoke to a representative who told me that there was nothing they could do, as my package was not yet past the 21 business day ****. I again explained that the tracking for the package shows that it literally had not even left the warehouse, much less been received by **** to begin the 21 business day timer. The representative told me that they would open a case and gave me #******** so that I could follow up. After attempting to get someone to at least tell me the progress of the investigation, I was referred to their email in order to find out further information. Today, I was told my order wouldn't be getting delivered and was offered a refund. I just want what I ordered. The UK warehouse has it in stock - just ship it from there.

  

  Business response

  09/25/2024

  This order cannot be reshipped and a full refund has been processed. Please allow a few business days for the bank to reflect the refund. Thank you.

  Customer response

  09/26/2024

  Complaint: 22335548
  
  I have reviewed the business' response and am rejecting it because the item is still in stock, Build a Bear just refuses to ship it from the warehouse.  It literally shows as in stock at the following link:

  *********************************************************************************

  I simply want Build a Bear to honor the sale they did not complete, or at the very least to offer something to compensate for the severe lack of customer service on their part.  Selling me an item, failing to ship it, then just refunding my money without so much as an apology or trying to make it right is a slap in my face.  Especially when they clearly still have the item available to ship.

  
  
  Sincerely,
  
  ** *******

• Initial Complaint

  09/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On Sat 9/21 at 3pm, my 13-year daughter and her friend walked into build-a-bear workshop at *********** (**********************************************) and discovered next morning that there was an erroneous charge of $9 on her receipt for personalized recording service which she did not order, and the bear also clearly did not have that feature.I was unable to accompany her on the trip on 9/21 as I have been down with COVID. Her friend's Mom took her along with her friend shopping that day. When I called the store on Sun 9/22 to request the refund, the store insisted that we showed up with the bear and the receipt or else they would not process the refund.I explained that the store is far from our home, and I am still recovering from COVID and did not want to bring the bugs into the store to infect other people. So I offered to send picture of the receipt and a video clip of the bear to prove that the bear had no "implant speaker" in its palm. But this was flat out rejected. The Store Manager insisted that nothing could be done unless we make a ******* the entire exchange, the Store Manager never asked me any questions like "when did they come in? Which store staff did they work with?" None of that. This leads me to believe that the Store Manager had no interest to find out what really happened.Wouldn't it be very easy to speak with the store staff who helped them and show picture of the bear to verify our claim? We had a number printed on the receipt indicating who rang us up, and my daughter said the same lady helping them also rang up the receipt. But the Store Manager never asked. And kept saying "no" to my offer to send him the receipt.What became more irritating was when he said "once you bring the bear and the receipt in in person and they all check out [with your story], then we can process a refund."This is accusatory! It sounded like the customers always lie and it is our burden to prove that we're not. Whereas you could just ask your staff?

  

  Business response

  09/25/2024

  When there is a discrepancy in what was added into a furry friend, the Guest is asked to return to the Workshop for a refund/adjustment as the Workshop cannot process the refund without the form of payment/card presented. As a one time Guest courtesy a refund will be processed in the amount of $9.56 to the **** card. Please allow 5-7 business days for this to be reflected on the account. Thank you.

  Customer response

  09/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  09/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a birthday bear for my granddaughter upon seeing Build A Bear while traveling out of town. I was fraudulently charged for a personalized record for 9.00 that I did not request and was unaware of. The manager refused to reimburse the fee over the phone stating they could not do so and confirmed this with the district manager. I was told I would need to visit the store again or another location to in order for the refund to be issued. There is not a store location in my town or anywhere near for this to happen. It's not my fault that I was fraudulently charged and I have to spend my own time and money to correct their mistake. The manager was unwilling to credit my card and refused to be of further assistance and was very unconcerned and unapologetic.

  

  Business response

  09/23/2024

  Thank you for reaching out and for being our Guest. We are happy to review but need additional details. Please provide the below and we will further review.

  Date:

  Location/Store #:

  Transaction/Invoice #:

  Amount:

   

  We are looking forward to hearing from you!

  Customer response

  09/26/2024

  Purchase Date: 9/21/2024

  Location: ************, *********

  Store number: 1220

  Transaction Number: 2156

  There is no invoice number

  Amount: 66.16

  

  Business response

  09/27/2024

  Hello - A refund for the item in question (Record Your Voice) has been processed to the original form of payment. Please allow 5-7 business days for the refund to appear at the financial institution. Thank you.

  

  Business response

  09/30/2024

  A refund was processed as previously stated on Friday September 27th for the cost of the *** and tax. We advised waiting 5-7 business days for the refund to appear in the account. Thank you.

• Initial Complaint

  09/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order placed on August 5, 2024 Cost $82.63 The business was committed to provide a Heart Box. A rose bear, a rose, a small candle, a gift box with a personal note. The dispute is that I contacted build a bear on August 7, the day of delivery to let them know that the note was messed up that you could not read it. Its part of the package. Anyone who knows build a bear knows that their certificates come with the Bears. Theyre important l, however, was emailed sorry for the inconvenience there is nothing we can do. This note was in a gift box to ask his girlfriend to homecoming. An extra amount of money was paid to get the bear in time for homecoming. Now we have to pay extra for printer and certificate paper to make our own because your business couldnt even look over and see their mistake and fix it, nor would you take the time to print, correct and mail a new one. Its a lot of money to pay to have to pay to have your mistake fixed. All I wanted was a replacement certificate. Attached is what we received. I circled the note. Also, attached is what was supposed to be on the note. Notice how messed up? And I attached the confirmation with express shipping that we paid extra for and attached is the email sorry for inconvenience. We can do nothing.

  

  Business response

  09/09/2024

  ********* - hi! Thank you for reaching out and for being our Guest. We are so sorry to know that your son's order did not arrive as expected. We are working to determine how we can best assist. Looking forward to making this a brighter experience. *****, Manager, Guest Experience

  Customer response

  09/14/2024

  Complaint: 22258753
  
  I have reviewed the business' response and am rejecting it because: ia gift card is not resolving the issue. You cant fix it so the problem, so Id just like to return the product and get a refund please.
  
  
  Sincerely,
  
  ********* ******

  

  Business response

  09/19/2024

  September 15th the Guest was provided both a return label and a form. Once the order is received a full refund will be provided to the Guest. 

• Initial Complaint

  08/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  MY DAUGHTER AND I WENT TO BUILD A BEAR LOCATED AT **************************************** ON AUG 6, I GAVE DEBIT CARD TO CASHIER TO RUN THE TRANSACTION, SHE TOLD ME IT DIDN'T GO THRU, EVEN AFTER I ASKED HER WAS SHE SURE IT DIDN'T GO THROUGH, SHE SAID THAT SHE WAS SURE, BUT I LATER FOUND OUT THAT SHE WAS INCORRECT.SO I GAVE HER A DIFFERENT CARD, AND I WAS GIVEN A RECEIPT. A FEW DAYS LATER I LOOKED AT MY BANK STATEMENT AND IT SHOWS $41.71 WAS TAKEN OUT ON THE FIRST AND SECOND CARD. I WENT BACK TO THE STORE TO SHOW THEM PROOF THEY CHARGED ME TWICE FOR THE ***** BUT WAS TOLD THAT THEY COULD NOT DO ANYTHING ABOUT IT AND TO REACH OUT TO MY BANK, WHEN I DID MY BANK TELLS ME IT COULD HAVE BEEN HANDLED BY THE STORE. I HAVE SINCE PUT A CLAIM WITH MY BANK, BUT NOT SURE IF THEY WILL BE ABLE TO REVERSE IT. HOWEVER, I WOULD LIKE FOR THE BUSINESS TO MAKE A CORRECTION TO THEIR CASHIERS ERROR AND PROVIDE ME WITH A REFUND.

  

  Business response

  08/16/2024

  Dear ****- Thank you for reaching out and for being our Guest! After reviewing the details of your transactions, we see that the initial charge of $41.71 is in a "refused" status and was not charged by Build-A-Bear. However, there may have been a pending "authorization" that remained on your card for a few days based on your bank's procedures. Additionally, we can confirm that the second card was charged in the amount of $41.71. 

  A refund cannot be processed for the initial "charge" as Build-A-Bear did not collect those funds. Please contact your financial provider for additional details if needed.

   

  Thank you.

• Initial Complaint

  08/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 8/6/2024 I had placed an order with Build a Bear online. Part of that order was 2 Pumpkin Kitty ********* plush. Yesterday, on 6/11/2024 I received my order. Upon inspection I noticed I only received 1 of the Pumpkin kitty ********* plush. I contacted the support and was told I'd simply get a refund when I requested a replacement not a refund. I later see on other social media accounts of their businesses that customers are receiving more than they ordered. So they are purposely sending out wrong quantities to some customers in order to give more to others. I simply want the item I ordered. No refund necessary. Order Number is W6974908

  

  Business response

  08/21/2024

  Hi - We are actively reviewing this complaint and will update as quickly as possible. Thank you!

  

  Business response

  08/22/2024

  Dear **** - hi!

  Thank you for reaching out and for being our Guest! We are so sorry to know you did not receive your full order. We never want to disappoint our Guests for any reason and want to help make this a brighter experience. Great news - we were able to locate a Pumpkin Kitty to ship to you. Once it is shipped the tracking details will be shared with you - be on the lookout!

  Thank you.

  Customer response

  08/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I placed an order on May 27, 2024 after receiving an email about a free shipping promotion from Build a Bear and having a $10 coupon I wanted to use. I added extra items to my cart in order to reach the $75 limit for free shipping. The cart showed the discounts applied. After I placed the order, I noticed that the free shipping was not applied and assumed this was a computer error. I reached out to Build a Bear and am not satisfied with the response of ***** Services who said that the discount was not applied, and there was nothing they could do, because the subtotal was $72.89 after applying the coupon. According to the receipt, the subtotal was $82.90 and was not adjusted after applying the coupon! This was really deceiving when I placed the order as I thought, based on the subtotal, that I had enough items to meet the $75 limit. The webpage did not alert me that I no longer was getting free shipping after I applied the coupon. I certainly would have purchased another $2.11 more worth of merchandise if I knew that was needed to get free shipping!I had asked ***** Services if they could provide a refund or credit for the $10 (approximately) for what I paid in shipping and am really dissatisfied they are not acknowledging how the webpage invoice contributed to this misunderstanding. This is really poor customer service to argue that they will not honor my request due to a misunderstanding over $2.11.

  

  Business response

  07/30/2024

  ******* - hi!

  Thank you for reaching out and for being our Guest! After reviewing your order details, we see that it did not qualify for the free shipping promotion (subtotal of $75 or more after coupons). That being said, we have processed a refund of $10.94 ($9.95 shipping plus tax) to your original form of payment as a measure of Guest satisfaction.

  Should you have any questions, please do not hesitate to reach out again to our team.
  

  Bear hugs,
  

  *****

  Manager - Guest Experience
  

  Customer response

  07/31/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

*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. ↩