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:02/23/2023

  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.

  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,
  
  ***************************** what I paid for! I ordered bunny without any scent! And I dont need Pawlette with scent! But, Im afraid that they will not replaced it, so I will get my new order without it. 2. Why should I waste my personal time fixing someone else's mistake? After all, the company is not going to pay me for the fact that I will do their job! They want me to print and fill out a return form, go to the post office, stand in line and send them a package. Just because they sent me completely the wrong order!Thats how I see the solution to this problem: the company sends me my order (absolutely everything I ordered, including the Pawlette bunny WITHOUT scent). I receive the order, immediately check it and give the courier the wrong order, that they ship previously.

  

  Business Response

  Date: 05/23/2023

  At her request, *****'s total order was replaced for her. Thank you!

• Initial Complaint

  Date:02/08/2023

  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 have had this problem in two seperate occasions with order ******** and ********. I tried ordering a large bunny stuffed animal for my girlfriend and they took the money out of my gift card. Sent me an order confirmation for an order never even placed. So i then had to go on to their phone service and call 5 different times. The first time they sent me a gift card to replace it which I then used to try and order again so her gift came before Valentine’s Day. Then it did the same exact thing and when I attempted to go back again to get my gift card reinstated they proceeded to tell me I would get it to only wait 3 days and have it never arrive. Now I have no Valentine’s Day gift even after dropping $125 and I still don’t have any of my money that I spent. I spend a good $1500 a year just at build a bear and they have made me never want to come back now.

  

  Business Response

  Date: 05/23/2023

  ******'s gift cards were replaced, and a new order was sent and delivered. Thank you!

• Initial Complaint

  Date:02/06/2023

  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.

  I spent two weeks trying to access reward vouchers. On Feb 3rd I attempted to use them, and their online ordering kept telling me to proceed with checkout. I never made the purchase but had to sign on to PayPal during the process. I did not complete the order, and left the page before confirming my order, because the discount was not showing up.
  
  I was told to place the order by phone, but the agent couldn’t do that. ( and I had to wait for a very long time on the phone) I was then told to place the order and they would refund the amount of the vouchers in a few days when the item shipped. I was not comfortable with this and did not place an order. However, a pending charge was placed on my checking account on Friday. After several chats and emails (there is no way to contact a supervisor after hours) I was told to wait 5 business days to get the money back. I never placed the order, but I was told there was nothing I could do to get my money back.
  
  Neither PayPal or build a bear has record of my order, yet they put a pending charge on my checking account and took out over $50. Including weekends it may take up to 10 days to get this money back!
  
  Meanwhile, I was put at risk of being charged an insufficient funds fee from my bank.
  
  I have spent several hours on the phone, in chats, and finally eventually over email, all over $20 in vouchers that I was unable to use.
  
  Build a bear took money out of my bank account without my permission and without placing an order because their check out system placed a “pending hold” as soon as I logged into my PayPal account. There is no warning this may happen, and I never made the purchase.
  
  I am very frustrated and angry because my family collected build a bears and now I can’t even look at my collection without becoming upset over the hours I have spent over the past weeks trying to place an order, only for money to be fraudulently taken out of my account with no recourse or help besides “just wait” from customer support.

  

  Business Response

  Date: 05/23/2023

  We're very sorry about *****'s order difficulties. We have communicated with her frequently to resolve any issues. Any authorization holds were not charged on the failed orders, so no refunds were needed. The difficulty with the vouchers was resolved and they were able to be applied to *****'s order. Thank you!

• Initial Complaint

  Date:01/28/2023

  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.

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I was in contact with someone from build a bear, who said they would email me a gift card, I never received an email from them
  
  
  
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 02/02/2023

  We contacted ***** about the discount and sent him a gift card to offset the discount for his purchase. Thank you!

  

  Business Response

  Date: 02/03/2023

  The gift card for ***** had an incorrect email address and was resent to him. Thank you!

  Customer Answer

  Date: 02/07/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  I believe its been sent to the wrong email again, the correct email is ***********************
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Customer Answer

  Date: 02/24/2023

  I have not received it yet

  

  Business Response

  Date: 05/04/2023

  We noticed there was an error in the email address for the gift card and resent the gift card to *****. Thank you!

• Initial Complaint

  Date:01/16/2023

  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.

  A rep from **** messaged me and said they would replace my order. She was very professional and took care of things without issue.e picture is of the package delivered to the wrong house. I've made numerous orders from **** and it's all gone to this address or my PO Box. The last several have been at my house that's listed on file.

  

  Business Response

  Date: 01/17/2023

  A replacement order was placed with expedited shipping for *******'s mis-delivered order. Thank you!

• Initial Complaint

  Date:12/29/2022

  Type:Sales and Advertising 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: 01/17/2023

  We provided a full refund for *******'s shipping. Thank you!

• Initial Complaint

  Date:12/20/2022

  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 placed an order for christmas for my wife and daughter. I was immediately charged, yet have not recovered an email,nor a confirmation or anything of the sorts. It was also not delivered when it said it was going to be as I hoped. Charged for absolutely nothing because I do not even have a confirmation or order number to go off of. Stealing money during the holidays ????

  

  Business Response

  Date: 01/17/2023

  The order placed by ***** failed in the system. ***** was not charged for the failed order. Thank you!

• Initial Complaint

  Date:12/17/2022

  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 placed an order on 20 November for The 25th anniversary edition of the black lab. I just adopted my first puppy this year from a shelter and he was the red collar puppy of his litter and his adoption fee happen to be $25. The coincidences between my first dog and the build a bear bringing back of this dog with a 25 on its paw and a $25 cost was so meaningful and like fate so I ordered one. I wanted to put his bark inside of the unit so I ordered a voice recording because my boyfriend done so back in 2017 online and it had worked out fine. I recorded the bark a few days later but I kept receiving emails to record the voice so I called back and tried again. I received an email on the last day saying that my order would be shipped without the voice recording. This was on November 27. The email stated that the rest of my items would be shipped. I have not gotten any other status update on my order and I fear that because they did not fulfill it on the 27th, that the ball was dropped and now I will never get my sentimental stuffed animal because it’s not even available on the website anymore. Simply giving me a refund is the bare minimum as of course you would give me a refund because I did not receive any product. I am being denied an item of sentimental value to me without any wrongdoing on my part. This is some thing that meant a lot to me and had a lot of sentimental value and now I’m forced to search for it on resale websites so I can hopefully find one with the 25 on the paw like my real $25 dog as a memory. Order number ********. I’m grief stricken about this. And it’s had me very sad and disappointed as I made sure I ordered while in stock and I did the recording twice from my phone and can show the calls on my *** log.

  

  Business Response

  Date: 01/17/2023

  We contacted ******* to assist and found out that she was in the hospital. We offered her some options and she will let us know how she would like to proceed to resolve the situation. Thank you!

• Initial Complaint

  Date:12/16/2022

  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 had a disturbing experience on 12/15/2022 at Build A Bear. When in the store, I watched a store associate attentively stuff a bear for an older couple. They were both offered a heart to put inside their bear, as well as the opportunity to check the stuffing to see if it was to their liking. I did not know this was protocol as it was my first time in the store. When it was my turn to stuff my character, I handed over the plush and the sound mechanism to put inside. The associate started out with allowing me to press a pedal to fill the plush and then appeared to became more and more reserved through the process. I was not offered a red heart to put inside the plush nor the opportunity to feel the stuffing to see if it was firm enough. The sound mechanism was placed in the chest area when it was my thought that it was supposed to go in the hand. The associate then handed me the plush nonchalantly after closing it up. I walked away feeling wronged and slighted. I told the associate at the register that I could barely hear the sound and she said that the music in the store is probably drowning it out. After paying, I decided to observe the same associate with other customers to test if it was just me that she acted poorly towards. Two women had plushes to stuff and were offered hearts and the opportunity to check the stuffing. She was very interactive with both of them. At that point I began to feel that the associates actions were racially motivated and done subtly as to not be glaringly detectable. I’m certain the store tape would show the stark contrast between my service and the service of those before and after me. The store is located in the ****** **** ***** ****** **** **. I am strongly considering legal action against the corporation. My cost out of pocket is 56.99 for plush with accessories and 50.00 for two gift cards totaling 106.99.

  

  Business Response

  Date: 01/30/2023

  We would be happy to assist! We contacted ***** twice by phone with no response to the message left on 1/20/23. We also sent her an email on 1/25/23 with no response. Thank you!

• Initial Complaint

  Date:12/08/2022

  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.

  Build a bear charged me twice for an order and refuses to return the stolen money. I paid 76.11 on november 30th and it took the money then, and now today they stole an extra 76.11

  

  Business Response

  Date: 01/17/2023

  ***** contacted us and we explained that, for her order, there was an "authorization" amount and then a true capture of funds for the order. After researching her concern, we verified that *****'s funds were only captured one time. Thank you!