Complaints

This profile includes complaints for Build-A-Bear Workshop, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Build-A-Bear Workshop, Inc. has 123 locations, listed below.

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• 

  Build-A-Bear Workshop, Inc.

  415 S 18th St Ste 102 Saint Louis, MO 63103-2269

  
• 

  Build-A-Bear Workshop

  1248 Broadway Plaza Walnut Creek, CA 94596

• 

  Build-A-Bear Workshop Inc

  1 Bellis Fair Pkwy Ste 418 Bellingham, WA 98226-5566

• 

  Build-A-Bear

  7400 San Pedro Dr San Antonio, TX 78216

• 

  Build-A-Bear Workshop

  1300 W Sunset Rd Ste 1621 Henderson, NV 89014-6623

The 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:04/17/2025

  Type:Product Issues
  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 462 dollar purchase from build a bears website and received the wrong package. I received a giant highland cow worth 1/4 of my purchase. I emailed them and the sent me a shipping label and return form. First of all, I cannot contact my regular **** carrier because in our neighborhood we have a community box and we cannot contact our mail carrier. I dont mind driving to the post office but here is where I really had a problem. I called the number for assistance and the lady was so rude and so hard to understand. She also didnt understand what we were telling her. She wouldnt refund my order and she said that she didnt know when we would get a refund. I am so annoyed because I didnt receive my order and no one will refund my order. They said they had to escalate it and I dont know what that means but I would really like my money back.

  

  Business Response

  Date: 04/17/2025

  We have been in contact with the Guest and have provided options.  Either a refund or a replacement.  Additionally, we need to request that the miss-shipped item be returned to us at no charge. Once we hear back from the Guest we will update this case. 

  

  Business Response

  Date: 04/18/2025

  We have once again connected with the and offered either a replacement or a refund with the return of the incorrect merchandise. ****** mentioned in this complaint that she would be able to return the product however, she has refused twice (stating it is too far - 40 minute drive) when communicating with our team. The refund has now been processed in full. While we will consider this case complete - no additional action needed - we feel that it is only fair that the merchandise be returned. We will not further pursue this claim.

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair Issues
  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 wanted to book a party for my Girl Scout troop to build Girl Scout bears but two of the girls already had them so they wanted to make a different bear. I called the Holyoke ma location and was advised by them that I cannot book a Girl Scout party and have two girls not make a Girl Scout bear. So I was advised to book a different party such as the build your own package and that once I do I can pre book which bears the girls wanted to do and have the items shipped to the store including the Girl Scout bears. I booked the build your own party package and didnt see an option to preselect the bears and items the girls wanted so I contacted guest experience. I had been emailing back and forth with ***** V, **** A, and ******* *. I was sent a list of Girl Scout items and bears available and told to tell them how many of each item Id need for the party and they would send it to the store to have available at the party. I sent them back a list of the Girl Scout bear items we wanted for our party and the two girls who didnt want the Girl Scout bear could choose their bear at the store. I was told our requested items list would be sent to the store to have for the party. I was called today with 3 days until the party to confirm details of the event. I inquired about said requested items and was told they never got any email or list of items requested for the party and do not have some of the items. I emailed the customer experience team and was told they have sent a request to deliver these items to the party but then a few hours later I was called by ****** and was told building a Girl Scout bear was not an option with the party option I was told to choose for our needs. This is abhorrent business practice and customer service. Ive never had such a confusing and distressing experience such as this. I will be telling the Girl Scout org about this experience and no longer offering BaB as an option to our scouts again. This experience was awful. I have all emails avail

  

  Business Response

  Date: 04/11/2025

  We are connecting with the Guest separately.

  

  Business Response

  Date: 04/11/2025

  Connected with the Guest and the party location to provide the best experience possible. Refunded the $50 e-gift card deposit to the Guest as an apology. 

  

  Business Response

  Date: 04/18/2025

  I have left a couple of messages for this Guest and have not heard back from her.

• Initial Complaint

  Date:04/04/2025

  Type:Delivery Issues
  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.

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution, provided that there continues to be no major known discrepancy of shipping times going forward. Thank you for your assistance!
   
  Sincerely,
  
  Ash *********
  

  

  Business Response

  Date: 04/08/2025

  Hello! Thank you for reaching out and for being our Guest! After reviewing your order, we do see that it was shipped on Friday 4/4/25 with the intention of it arriving within a shorter timeframe. Please allow additional processing time for the tracking to show movement. Should the package not arrive within the original timeframe noted, a partial refund will be processed to your original form of payment. 

  You may track the package (once it begins to move) with the below link:

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

  Thank you.

• Initial Complaint

  Date:03/01/2025

  Type:Service or Repair Issues
  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 book a party online, was merry with a message that my party could not be booked, was still charged the $50 for a deposit, but received no booking and no gift card. I tried a second time, after speaking to customer service, thinking I would be OK with two gift cards as long as the party was booked. The same thing happened. I spoke to customer service, was assured my issue would be escalated, but have heard nothing in three days. I drove 3 hours round trip to try to book in person, was told I could only do it online, had an associate help me with the online booking, to make sure I made no mistakes, and the SAME THING happened. $150 gone, no party booked, and no gift cards. I have now reached out to customer service 3 times and received no responses. My son wanted this party so bad, and now we are not only unable to book the party, but we have $150 less to put towards a new party. Absolute theft.

  

  Business Response

  Date: 03/03/2025

  Hi - There are 3 known attempts to book a party and secure the $50 e-gift card deposit. All three attempts were unsuccessful. Each attempt resulted in an authorization of $50 on the credit/debit card. Each authorization has now been released and is up to the financial institution to release the funds back to the account.  We are happy to assist in booking a party without the $50 deposit requirement. Please contact our team directly at ************ for assistance.

• Initial Complaint

  Date:02/24/2025

  Type:Delivery Issues
  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.

  **** Crabtree 

  *************************;

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

  *************************** 

  W740315

  

  Business Response

  Date: 02/26/2025

  Hello - Thanks for reaching out! In order to assist you, we need additional information including: Order # (W followed by 7 digits).  Once we hear from you we will further review. 

  

  Business Response

  Date: 03/05/2025

  Thank you for the additional details. Orders W740574 and W740315 are both incomplete order numbers and are both missing a digit.  After review, we see the most current orders (using the email address ****************** are from 10/17/24 (W7303727) and 2/27/25 (W8022590).  We do not locate a successful order containing the items noted.  Please provide additional details (name, email address, full order #s) to locate other orders.

  

  Business Response

  Date: 03/13/2025

  Hello - We have requested additional details from the Guest to locate the order(s) he indicates are needed to be supported. We have not heard back from **** with the needed details.

  

  Business Response

  Date: 03/24/2025

  Hello - We have requested on a couple of occasions, the order #s that are in question. We have previously shared that the order #(s) Mr. ******** has provided are not correct or are missing a digit. Upon review of our ********************* System) we are unable to locate a successful order with the item(s) Mr. ******** has indicated were included. Unfortunately, without additional information from Mr. ********* we are unable to fully address his concerns. Thank you.

  Customer Answer

  Date: 03/14/2025

  I don't have the receipt anymore.  If you're unable to help me please let me know.  I'll file a complaint with my bank and let them handle this. It's been over a month since the order and I'm getting no assistance.  

  

  Business Response

  Date: 03/27/2025

  Mr. ********, 

  Thank you for your reply.  As mentioned in previous communications, neither of the order #s you have provided (W740574 and W740315) are found within our system.  Additionally, using the details that we have (name - **** ******** and email: ***************************, there are only 2 recorded orders:

  W7303727 - 2/27/2025 and

  W8022590 - 10/17/2024

  Neither of these orders contain the items that you have shared were ordered. 

  We are asking again for additional details to locate the order(s) in question to be able to further assist. If additional details are not provided to successfully locate the purchase(s), we may not be able to further assist.

  Thank you.

  Customer Answer

  Date: 03/27/2025

  You said you only have 5 orders under my email.  Yet I have several.  Here's 5 right off bat. I'll keep sending more. As I stated in my original complaint. Even the customer service agent had to get a supervisor to help her find the order. 

  The order was on 2/16/25

  Order number is W740315

  Order number W740574 can be discarded as it was a mistake and that order was fulfilled.  

  the order contained 

  Valentine's Day kitty gift set with mini kitty. W: Heart beat sound and bouquet scent 

  Skunk guft set w mini skunk 

  Raccoon plush 

  Cougar w strawberry scent 

  Theres nothing else I can send other than what I have already sent. I will send more replies with my order history.  

  if this is beyond something you can fix. Just say that and I will let my bank know and we can get a charge back instead. If those items are completely out of stock then we can replace with an item of equal value for each item you don't have. 

  Customer Answer

  Date: 03/27/2025

  Order history pt 2

  Customer Answer

  Date: 03/27/2025

  Order history pt3

  Customer Answer

  Date: 02/26/2025

  W740315

  Customer Answer

  Date: 03/27/2025

  Order history pt 4

  Customer Answer

  Date: 03/25/2025

  W740315

   

  This is tbe fourth time you've asked me. Either get this issue resolved or I let my bank take over. Quit playing games.

  

  Business Response

  Date: 04/04/2025

  We are in receipt of several screenshots from Mr. ******** and need additional time to review each of them, providing, hopefully, a resolution for him.

  Customer Answer

  Date: 04/04/2025

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

• Initial Complaint

  Date:02/18/2025

  Type:Product Issues
  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 not been refunded or returned any part of my money they promised once I made another purchase of the Red Valentines Day Bear, my total cost of the bear was $53.00 with tax and shipping.sed me as though I made the mistake and I have the ability to correct your website. when I went to repurchase the ***** bear it is now going up to $40 plus they wanted me to pay an additional $7.99 shipping fee. After going around in circles with ****** he said if I purchased the bear at the full price and contacted you guys you would make a price adjustment he would just need to give us a case number. We explain to him we were wondering if he could do it on the phone while we had him he became rude and hung up we never got it completed and we never got the case number. We then call back and spoke to **** we explained the situation to him he gave us a case number of ********. We tried to purchase the beer on your site but it would not allow us to do so we would like this issue resolved and we want to speak to someone from your corporate office in ***************** who speaks English and can understand us and we can understand them.

  

  Business Response

  Date: 02/18/2025

  Our Guest has contacted our Guest Experience (customer service) team 3 times. Each time it was shared that she did not order the bear but just clothing and accessories. This is not unusual for our Guests to purchase items to supplement an animal they already own. The Guest was offered (and agreed to) more than once to order the bear and once shipped, receive a refund/adjustment to honor the sales price. Once we receive the order # from the Guest, the refund/adjustment will be made. 

  

  Business Response

  Date: 03/03/2025

  A refund has been processed in the amount of $12.99 to offset the extra amount spent by the Guest on Order W7986792. See attached.

• Initial Complaint

  Date:01/15/2025

  Type:Delivery Issues
  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 didnt get my order W7776907 been checking everywhere and nothing i am requesting a refund of my order

  

  Business Response

  Date: 01/15/2025

  Our Guest was advised 1/14/25 to file a claim with ***** (**************) and once we received the claim # a refund or replacement would be offered. We have not heard back from the Guest.

• Initial Complaint

  Date:12/27/2024

  Type:Billing Issues
  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.

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. HOWEVER, Id like to know how they are going to refund me the $5.00. As I used a gift card, not a credit card. Will it just go back? How does that work?  
   
  Sincerely,
  
  Lexi Sadakierskieed to pay. I just spoke to an agent who kept telling me its a system error, but thats not my fault, thats a *********** problem, and its their sole responsibility to fix it. So that $5.00 hidden fee that I didnt see until after I had already cashed out needs to be refunded otherwise its a crime. If we can come to a favorable solution, I would like to make it known I used a gift card for this transaction, so the refunded shipping would need to be processed as such.Ive attached a photo of what I was originally quoted for the total order price. Then a few screenshots of the order confirmation email revealing I was charged a shipping fee.

  

  Business Response

  Date: 12/30/2024

  After review, we do see that the Guest was charged correctly for the $5.00 shipping fee. However a refund has been processed to the original form of payment. A full review of the system to determine what is causing the $0 to be reflected is being completed to prevent this from happening in the future. Thank you.

  Customer Answer

  Date: 01/01/2025

  Business agreed to refund me the $5.00 shipping fee, but Im concerned about how they will do so. I used a gift card, not a credit card. Are they going to issue the refund to the original gift card or issue a new one? 

  Customer Answer

  Date: 01/02/2025

  Third time in the last 2 weeks Ive had to contact the BBB regarding this company over separate matters. Im not someone who normally does this & I hate how it makes me look. Build a bear website support has not helped me so Ive really had no choice but contact the BBB. So here I am again contacting you about another build a bear issue. Order number is W7758620. Item damaged, but not a **** or indent on box. Collectible tag is ripped, I believe it was sent to me this way since the box is fine. Customer support offered me a $10 reward certificate. I wanted to see if there were other options. Agent Ever R. informed me they could refund me, no return necessary which was even more appealing than the $10 reward. She said shed process the request & the refund would go back to my original form of payment, but I used a gift card so this wouldnt work. Then she said they could process a refund back to the original gift card, BUT only if I returned the item to them via mail. Why could they refund me without a return if I had paid with a credit card, but because I used a gift card the product needed to be mailed back? Especially if its just going to be destroyed. Thats such a waste. Anyways I circled back to wanting the $10 reward, but she did not put in a request for it. This was upsetting to me as a customer whod just been offered it as an apology. She even had the audacity to ask me if there was anything else she could help me with. She didnt help me with anything to begin with so this was an empty sentiment. I made it known I wanted the $10 reward, but she did not follow through. Ive attached photos of my damaged product as well as some critical snip-its of the conversation I had with support agent ********** a collector when I buy a new item I expect it to be in new condition, that applies to both fabric & tags. In the end, Id appreciate if the company held true to their word & issued the $10 certificate that was offered to me as an apology.

  Customer Answer

  Date: 01/06/2025

  Im getting really frustrated with this situation. Im reaching out regarding a past ticket that I thought was resolved. Case number is ********. Build a bear said they would refund the hidden shipping charge ($5.00) to original payment method. Which I made more than clear was a gift card. Which isnt like a credit card in regards to processing refunds, but I dont think they cared. Just checked the balance and its $0.00, if the refund was processed it should say $5.00. Ive attached screenshots of the resolution from the original ticket ******** where they say they will process the refund. As well as a screenshot confirming this refund has not taken place yet. Im once again requesting this refund to be processed, even if that means mailing me a new gift card in the event that is easier. Or even an online reward certificate as an apology. Not impressed. Saying youll do something but not following through is so unprofessional.

  

  Business Response

  Date: 01/07/2025

  Hello - The refund of $5 plus $.30 tax was processed on 12/30/24 as previously stated. The balance of the gift card has been verified again today 1/7/25. The balance of the gift card ending in 0077 that was used on Order W7758620 stands at $5.30. Thank you. 

  

  Business Response

  Date: 01/07/2025

  The order in question arrived with a damaged tag. The order has been reshipped to the Guest (Order W7778669). A $10 certificate was not issued as the Guest is not a member of the ********** which is a requirement to receive these offers. A $10 gift card will now be processed in place of the certificate. Please allow 48 business hours for receipt. 

  

  Business Response

  Date: 01/07/2025

  The refund ($5.30) and been processed to the original form of payment - a gift card ending in 0077 on December 30th, 2024.

  Customer Answer

  Date: 01/07/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution as long as it is carried out. Thanks. 
   
  Sincerely,
  
  Lexi Sadakierski

• Initial Complaint

  Date:12/19/2024

  Type:Billing Issues
  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.

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution so long as they carry through with what was promised. I will be awaiting said refund. 
   
  Sincerely,
  
  Lexi Sadakierskie, I just waited for over 2 hours to speak to another agent, and then the website finally kicked out and told me no agents currently available. I cant believe the sheer volume of time Ive wasted on this when it shouldve never happened in the first place. Ive provided screenshots of what I was originally quoted for shipping aka a price I agreed upon, and then the screenshot of the order confirmation email showing I was secretly charged $5.30.

  

  Business Response

  Date: 12/20/2024

  After review, we see that the Guest was charged $5.30 (shipping plus tax) correctly. As a one time Gust satisfaction, we will refund the shipping once the order has shipped and she has been charged.

  

  Business Response

  Date: 12/20/2024

  Lexi - Hi!

  After review, a refund of the shipping charge ($5.30) will be processed to your original form of payment once the order has shipped. Thank you.