ComplaintsforBuild-A-Bear Workshop, Inc.

• Initial Complaint

  07/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  June 25, 2024 i placed an order with build a bear. After weeks of no delivery I called them and they advised that I had to wait for the package to be rerouted back to their warehouse and then I could either request a refund or they would ship it back out to me. I waited and ***** delivered it to the wrong city. I called ***** and they said that only Build a Bear could request a package pickup. I called build a bear only to receive the worst customer service responses, they would not put me in touch with anyone that could help. I felt they were too busy for such small requests but I just have one question about how I may request a package pickup and redelivery since the item is now out of stock. I am requesting the company reach out to me.

  

  Business response

  07/22/2024

  The package was misdelivered by the shipping carrier and not to our Guest. Unfortunately, the item is no longer available and cannot be reshipped to our Guest. A full refund has been processed to the original form of payment in the amount of $58.46 on Sunday July 14th.

  Customer response

  07/23/2024

  Complaint: 21984937
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted the store to get a repair done on a bear that was purchased recently in a different state. The back seam came completely undone. When calling the store, the lady was rude and did not understand what I was saying. When I asked to speak to someone else, she refused and told me I was being a racist because she wasn't understanding what I was saying. It took me nearly 5 minutes of her being anything but kind to finally get an answer of when I could call and speak to someone else since she refused me to speak to anyone else and stated she is the only employee there which I know to be false. She then claimed to be the manager but refused to give me her name. All I would like is for the repair to be done since the bear is under warranty.

  

  Business response

  07/22/2024

  Hello. We are working to connect with the Guest to provide a resolution. Once we have connected, a follow up will be provided. 

  Customer response

  08/06/2024

  Was reached out by the business and asked to send more information which I did. I was then told they would put me in contact with the district manager to further address what had happened including the employee accusing me of being racist for asking to speak to someone else. This never happened. 

  

  Business response

  10/02/2024

  Hello, *******,

  Thank you for reaching out about her experience .  We never want to disappoint our Guests and would happy to help make this a brighter experience. Please provide a few additional details so that we can request a contact from the proper member of management to further address your concerns. Please share:
  

  Workshop location:
  

  Approximate date of purchase:

  Best contact #:

  Once we hear from you, we will determine next steps and follow up.
  

  Thank you.
  

  Customer response

  10/12/2024

  This was purchased at the **************** location in **********************. It was purchased in April. This complaint has NOTHING to do with that store. This complaint is solely directed towards the *********, ****** location. The location where the inappropriate interaction took place. I was told by build a bear (through this complaint channel) that I would be reached out to by a manager from that location, it still has not been done.

  

  Business response

  10/16/2024

  *******- hi!  Thank you for the additional details. The details of your experience has now been shared with the District Manager of the ****************************************. Thank you.

  Customer response

  10/16/2024

  Complaint: 21982988
  
  I have reviewed the business' response and am rejecting it because:
  
  I would like to speak with the manager as I was told would happen MONTHS ago before reopening this as the business never followed through on what they said they would do, which was have them reach out to me 

  
  Sincerely,
  
  ******* ****

  

  Business response

  10/17/2024

  The District Manager contacted our Guest and talked through the experience. ******* has already visited the store to have the animal in question repaired. No further action is needed.

  

  Business response

  10/28/2024

  Hi - Our Guest had an issue with a product purchased earlier this year. She reached out to a store to seek assistance. After receiving a disappointing/frustrating interaction with the store manager, she contacted the BBB. We requested her contact details so that we could connect her with the District Manager to discuss the concerns. She has asked to speak with the manager (we believe of the store) however since she has spoken (satisfactorily) with the District Manager, we believe that this case has been handled completely. 

  Customer response

  10/29/2024

  Better Business Bureau:
  
  The business *finally* did what they said they would and made contact. I did not request to speak with the store manager specifically, just any manager. When the district manager called me earlier this month (which was the FIRST time any BAB representative had reached out) he informed me, it was the first time he had heard of the issue and the first time the request for my contact had ever made it to his desk. It was unfortunate to hear that there had been similar complaints made but it was nice to hear that he was taking the issue seriously and would make sure that going forwards other guests would not experience the same type of interactions. Due to the company finally showing some accountability, the request can be closed.
   
  Sincerely,
  
  ******* ****

• Initial Complaint

  03/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a bear back in September of last year. Everything was fine at first, I was excited to get my bear. A shipping label was created and waiting to be delivered. The tracking information says that they are preparing my order to get it shipped. I checked several times the shipment website to see if theres was any updates with the tracking details, but the package was still in the warehouse where the shipping label was created, I tried to contact build a bear via email and they told me to wait 40 days to get a new awnser, I waited the 40 days and got anything from them. I called the customer service because I got any update of my shipment. But they told me that my order was not in the system because is been more than 90 days since I placed it, meaning that they would not help me with my shippement issue. They told they cannot refund me in that case. The tracking number of my order still says that they are preparing my package since September of last year. The order never got lost because they never shipped it, is still in a warehouse sitting and accumulating dust somewhere in the other side of the world. Im very frustrated by this company. I hope to get a solution any time soon.

  

  Business response

  04/04/2024

  A full refund has been provided for ******. Attached is the copy of the receipt. Thank you! 

• Initial Complaint

  02/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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 response

  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

  02/19/2024

  A replacement order was sent to ******** and delivered on 2/12/24. Thank you!

   

• Initial Complaint

  02/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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

  02/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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 response

  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

  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

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  02/22/2024

  A full refund was issued for ******* order. Thank you!

  Customer response

  02/26/2024

  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

  12/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  12/26/2023

   

  ********* order was delivered on 12/21/23. Thank you!

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  12/26/2023

  ***** replacement order was delivered on 12/14/23. Thank you!

• Initial Complaint

  12/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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 response

  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: ***.fathom

  Check out: www.Skype.com 

  Skype Tel: ************* or *************

  

  Business response

  12/26/2023

  ******* full refund was processed on 12/7/23. Thank you!

  Customer response

  12/26/2023

  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.

  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,
  
  ***************

*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. ↩