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
- 98 total complaints in the last 3 years.
- 28 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:09/07/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
Lioniece ********
Business Response
Date: 11/06/2023
********'s order was delivered and a full shipping refund was processed for her. Thank you!Initial Complaint
Date:08/30/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 8/28 I ordered a Giant Pink Spring Frog (order ********) for my daughter's first day of school. Since it was last minute I paid $42.95 for overnight delivery. At the time of ordering, build-a-bears website showed 8/29/23 delivery. Since it could be delivered in time for her first day, I paid the $42.95 shipping charge, and was anticipating this surprise for my daughter. Shortly after I received an email from build-a-bear, again with a delivery date of 8/29/23. Then on 8/29/23 I get an email from fedex that my label was just printed in Ohio, that morning. I reached out to build a bear and they were adamant that I'd still get the order that day. At 1:48 Fedex finally receives the actual order to ship. At this time delivery is updated on Fedex website and it shows 8/30/23 delivery. I reached out to Build-a-bear and told them if they can't deliver overnight, as promised, I want a refund of shipping because I specifically paid for $42.95 overnight shipping. They told me I'd have to wait until 8/30. So today, 8/30, still no bear, I reach out to Build-A-Bear and they refused to refund anything. to them, getting it today is the same as getting it yesterday. And that is not the case when I specifically paid $42.95 for OVERNIGHT shipping and 8/29 was the date when ordering and on my email confirmation. They offered me 100 build-a-bear points (worth $10 gift card) as a one time courtesy. I told them that was not sufficient when I paid $42.95 for overnight delivery. I was told they would not do anything else. I got frustrated and told them to just cancel the whole order and refund the whole thing. I was BEYOND frustrated. After I cooled down for a minute, I said I didn't want to punish my daughter for BaBs actions and said just leave it and I'd file a BBB complaint. At that time they stated the would issue me 1/2 of my shipping cost back as a refund which would be $21. I believe I should get a full refund for the inconvenience or only be charged the standard $13.50 charge.Business Response
Date: 10/10/2023
A full shipping refund was processed for *****. Thank you!Initial Complaint
Date:07/05/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me. Thank you! She loves him!
Sincerely,
Misty Cecely waiting for the release! To top it off bab wont release this bear again soon they like to make the customers wait for months, No I want the bear I should had gotten when I ordered it. I dont care if they have to walk to ***** and bring me Cimmonroll himself, I want what I ordered. So everyone after me got their bear but me? What sense is that? Order number W5359424Business Response
Date: 07/10/2023
*****'s lost order was recreated for her and delivered to her this morning, 7/10/23. Thank you!Initial Complaint
Date:07/05/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On June 25, 2023 I placed an order for a bear for my mother' s birthday in the amount of $73.74. After several unsuccessful attempts to track the bear I finally received notification on 07/01/23 that the bear was going to be delivered on Monday 07/03/23. My mother never received the bear so I contacted Fed Ex to obtain the status of the bear. I was informed by Fed Ex Representative that the bear was lost and that I needed to contact Build a Bear to have them file a claim for the bear. ******* the Fed Ex Representative advised that because Build a Bear uses the most CHEAPEST shipping possible there is no way to track where the bear was lost in transit.
I contacted Build a Bear and was advised by ****** that they would not be placing a claim for the bear and I needed to wait a few weeks. Build a bear is out of there **** minds if they think I am going to wait weeks. I will go to the media and go on social media and tell everyone how not only did they ruin my mother's birthday but now are trying to keep the $75.00 I paid for a bear my mother never received.Business Response
Date: 07/07/2023
******'s order was delivered 7/7/23. Also, a partial credit for ******'s order was issued as a goodwill gesture. Thank you!Initial Complaint
Date:06/30/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have sent several messages to customer service and no one can help me! I received my two bears in very bad shape, faces were deformed. I don’t drive and I don’t have a printer to be able to return items. I have sent pictures and they won’t provide full refund. I wasted almost $100 for them to look fake!!!Business Response
Date: 07/07/2023
A full refund was processed for Italia. We also left a message offering additional assistance and are waiting to hear back from her. Thank you!Initial Complaint
Date:06/27/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Date Ordered: 6/16/2023 4:31:41 PM
Order Status: Shipped
Order Number: ******** 1 blob fish 1 blob fish shirt yet tracking number provided states it's still at warehouse even though estimated delivery was 22nd to 24th. I'm so irritated with this company your policies are absurd not only would they not refund me but they all could say is sorry for your inconvenience. Yeah right sorry my eye. Th8s has been the biggest Hassell getting my item for my Austic child that I really don't care to use you ever again.Business Response
Date: 07/07/2023
******'s order was delivered on 6/23/2023 based upon tracking. Also, a full refund was completed for ******'s order as a goodwill gesture. Thank you!Initial Complaint
Date:06/08/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me, as long as it is followed through and I receive the item.
Sincerely,
******************************ped to checkout and the price jumps from $5. to $47. Upset, confused, disappointed, I did not make the purchase. Tuesday, I called to speak with a supervisor. Waited on hold for an hour to be told, it was my error and mistake that was made. While talking to him, the entire website (and price) got changed. Then I got hung up on... With NO resolution. All I'm asking for, is honor what was posted and told to me (via the second chat)!!Business Response
Date: 06/30/2023
We ordered the floral bear with heart and sent it to *****. Thank you!Initial Complaint
Date:06/07/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
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,
*************************Business Response
Date: 06/30/2023
We sent ****** a gift card for a future store visit with her granddaughter. Thank you!Initial Complaint
Date:06/07/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
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,
***************************petent when it comes to online orders and order fulfillment, so I have NO faith they will correctly process my return as there's no way to reliably find out if they even got it! There is no way it takes nearly a month for a **** package to get from ***** to ****. Give me my refund or I will be filing a chargeback with my credit card company. I have done my part and returned the INCORRECT product you sent me. I want a full refund, including shipping costs, of $32.83Business Response
Date: 06/13/2023
A full refund was issued for *******. Thank you!Initial Complaint
Date:06/01/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint: ********
I am rejecting this response because: Not Satisfied, Need the company to take more responsibility.I truly believe that Build a Bear can do something better than simply refunding me money just to make this issue go away.
It has been 3 months since I placed the order (March 28, 2023), there are no words to describe how disappointed I am with Build a Bear. Had I not reached out to inquire, how long would this have gone on for?
After the long wait, the last thing I want to hear is my order has been canceled. This is something that I didn't expect from Build a Bear, especially since I placed the order a few months in advance for my daughter's special birthday in June.
ht day, we truly understand how important is for you to receive all the relevant information about your order. We will be more than happy to assist you!
Sincerely,
******** *************
We sincerely apologize, due to a currency conversion issue with Global-e, your order has been cancelled. We never want to cause dissatisfaction without any reason because we know how important is to receive your order and we apologize your order was cancelled. A refund will automatically be credited to your account and your you should see this reflected within 7-10 business days depending on your bank or financial institution.
We are sorry, again, for any disappointment or inconvenience this may cause. If we can be of further assistance or answer any additional questions, you may reach us directly by phone with the information below.
For Guests in the US or Canada:
Toll-free phone: ***** ******** Monday - Friday: 7 AM to 4:45 PM CST
Saturday and Sunday: 9 AM to 2:45 PM CST
Bear hugs,
****** ** Guest Experience RepresentativeBusiness Response
Date: 06/15/2023
A full refund was provided for ********. A copy of the receipt is attached. Thank you!
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