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:05/16/2023

  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 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: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.

  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: 06/22/2023

  A full refund was issued for ******'s order. 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!

  

  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!

• Initial Complaint

  Date:04/10/2023

  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.

  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:Product 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.

  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,
  
  ***********************t, 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!

  

  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 to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/27/2023

  Type:Billing 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 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:Sales and Advertising 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 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:Customer Service 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.

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  There was no $10 voucher given! Yet again, another lie. 
  
  
  
  
  
  Sincerely,
  
  
  ***** ******** **** 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!

• Initial Complaint

  Date:03/03/2023

  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.

  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:Product 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 response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

  

  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!