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 214 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

  14700 E Indiana Ave Spc 1126 Spokane Vly, WA 99216

• 

  Build-A-Bear, Inc.

  1250 Baltimore Pike Springfield, PA 19064

• 

  Build-A-Bear Workshop Inc

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

• 

  Build-A-Bear

  2901 Cap of Tx Hwy S Austin, TX 78746

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:04/04/2025

  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.

  I placed an order and was told that shipping would take ***** days. Afterwards, I was informed by customer service that shipping would actually take up to 40 business days. This information is nowhere to be found on the website. I contacted customer service who refused to deliver the promised delivery time, nor cancel my order that has not yet shipped.

  

  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.

  Customer Answer

  Date: 04/10/2025

  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 *********
  

• 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.

  On 2/16/25:i had placed an online order at Build-a-Bear for the following items Skunk Stuffed Animal Build-A-Bear Mini Beans Gift ******************* gift set with mini ***** W: Heart beat sound and flower bouquet scent Raccoon Stuffed Animal Cuddly Cougar Stuffed ******************** scent Items had free shipping. After submitting the order I received my email letting me know the order had been submitted. A week later I still hadn't heard from them in regards to the status of my order. I called customer service and the young lady I talked to said that they couldn't find my order. She got her supervisor who was able to retrieve the order. But then they told me that there wasn't anything they could do for me as the Valentine ***** was gone. Yet was still listed on their website. I asked about the other items I ordered and they couldn't give me an answer. I just want the items I ordered including the Valentine ***** that I ordered long before it was supposedly removed.

  

  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. 

  Customer Answer

  Date: 02/26/2025

  W740315

  

  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.

  Customer Answer

  Date: 03/06/2025

  **** Crabtree 

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

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

  *************************** 

  W740315

  

  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.

  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: 03/24/2025

  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: 03/25/2025

  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: 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: 03/27/2025

  Order history pt 4

  

  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.

  On February the 13th I purchased red **** ***** bear plus accessories and clothes online. I was very skeptical about doing this I always go inside the store but because of the type of bear I was choosing they don't carry it inside the store. The price of the bear was $27 on the original order which is w 797-8055 the order was processed and was set for delivery with a $7.99 shipping fee along with the accessory enclosed for the bear. I received the confirmation email that the clothes and accessories were on the way but the bear was deleted from the order by your company and no one informed us or even made an adjustment to resolve the issue. On February the 15th we contacted your customer service line and I use the term customer service loosely. We encountered a gentleman by the name of ****** who spoke broken English and kept complaining that he could not hear us which made sense because he was in a whole different country. He was aggressive he liked empathy and compassion and he chastised 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. 

  Customer Answer

  Date: 03/03/2025

  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.

  

  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.

  Complaint Summary: Second time this issue has happened to me in the last week. Ive already reached out once and thankfully the business refunded me the hidden shipping fee the first time this happened. Hoping they will make it right once more with a refund as well. I was quoted $10.80 for the overall order total, order number W7758620, shipping showed $0.00, but after I checked out the confirmation email showed a $5.00 secret shipping charge. You cant show one price then secretly charge another. I agreed to pay $10.80, not the $16.75. I need to be refunded the difference. I was quoted free shipping for this order W7758620. I have a screenshot of what I was quoted before I checked out. $0.00 for shipping is what I agreed to pay. But once I received the confirmation email it was revealed I was charged $5.00 for shipping. Sneaking a charge in there like that without the customers knowledge or consent is called fraud which is illegal. You need to refund me that because it is not what I agreed 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: 12/31/2024

  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 Sadakierski

  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

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

  

  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. 

  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.

  I was quoted free shipping for this order W7727968. I have a screenshot of what I was quoted before I checked out. $0.00 for shipping is what I agreed to pay. But once I received the confirmation email it was revealed I was charged $5.00 for shipping. Sneaking a charge in there like that without the customers knowledge or consent is called fraud which is illegal. You need to refund me that because it is not what I agreed to pay. Anytime in the past when Ive had a $10 reward certificate and apply it to an item priced $10 or less, the order has always been $0.00 because the reward covers the price and then cancels out shipping. 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. After speaking to that first rep for over an hour and getting absolutely no where, 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.

  Customer Answer

  Date: 12/20/2024

  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 Sadakierski

• Initial Complaint

  Date:12/17/2024

  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.

  I ordered from Build-a-Bear online on November 29, 2024. (Order W7575430)I received a coupon with my order for $10 off a purchase of $50 or more. I decided to order 2 more items (Order W7669404), but my coupon was not honored. When I looked closer at the coupon, I could see in very small print that it expired on November 26, 2024....days before it was even sent to me. Very disappointed.

  

  Business Response

  Date: 12/18/2024

  The $10 off $50 coupon was issued with an incorrect expiration date in error. A refund/adjustment of $10 has been issued to the original form of payment on Order W7669404. Thanks!

  Customer Answer

  Date: 12/18/2024

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

• Initial Complaint

  Date:12/13/2024

  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.

  Date of transaction: 12/4/2024 I ordered 2 different plushies and added voice messages to them for my parents, for Christmas. I got an email stating one of them was cancelled and I called to verify why and to redo it, and they refused to help me even after acknowledging that it was a mistake on their end. They kept telling me that unfortunately this and that, stating that it was already being processed so it couldnt be cancelled/refunded/made whole. I only ordered from *** because they offer voice recordings. I didnt order a $50 plush for fun for my father. The message was loving and sweet to my dad, and they just cancelled it with no care or empathy and then told me to return it once I got itI was charged $9 for shipping when it couldve been free. I was charged $9 for shipping because of the voice note that was included. They said they refunded the $9 for the voice box but my total is the same on the original email confirmation and the one after the cancellation - $99.20. This is such a disgrace, so much that I want to complain. How does *** knowingly make a mistake and not offer a resolution? What is the point of customer service? I asked for a replacement with a new recording and they also REFUSED - asked me are you going to pay for it? as if I didnt pay for the first mistake! I need to be made WHOLE. I want a free replacement of what I originally asked for. This is unacceptable, especially in a situation such as this.

  

  Business Response

  Date: 12/18/2024

  The order (W7628794) contained a personalized Record-Your-Voice message that could not be processed due to one of the following: poor quality, profanity or other content deemed inappropriate by our ************* creating the order. Once the sound has been cancelled/removed from the order, it cannot be reinstated. The amount in question ($9.72) has not been charged as the item has been removed from the order. Once the order is delivered, if any portion of it is no longer needed, it can be returned, free of charge for a refund of the items returned.

• Initial Complaint

  Date:12/12/2024

  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 sent my son to purchase 2 bears; 1 at regular price, 2nd one at $14.99 sale.He misunderstood and purchased 1 bear at 6:47pm today, December 12, 2024.When he got home, I saw he brought home only 1 bear. I went to the store at 7:29pm (less than an hour since the initial purchase), and asked for the 2nd bear, and the manager told me that cannot happen. Instead, she said to return the original bear and purchase 2 at the same time. So I asked the original bear to be returned, and she could not do that as my son did not give his email address at the time of purchase. I called my son from the store, and he said he was never asked for his email.I told the manager the same, and pointed out he would not know to give his email if he was not asked of it. Still, I was denied the sale price of the 2nd bear.

  

  Business Response

  Date: 12/18/2024

  Our Guest has reached out to our Guest Experience team for assistance. A request for additional information from the Guest was made via email however the Guest has not responded. It is not a practice to honor sales pricing on separate transactions. However, we can make a one time exception. If an eligible item is purchased at full price, a refund can be made as a one time Guest satisfaction. A copy of the second receipt will need to be submitted. If cash or gift card is used to make the subsequent purchase, the refund will be made to a gift card. Thank you.

  Customer Answer

  Date: 12/19/2024

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

  I just need to know where to send the second receipt.
   
  Sincerely,
  
  **** ***

  Customer Answer

  Date: 12/19/2024

  I have not been contacted by the company as yet other than their confirmation of my origibal email complaint. I have checked my spam as well as trash folders. 

  They have not instructed me what to do...

  I would rather they send me some kind of reference number or an email for the local store to refer back to so there is no confusion.

  

  Business Response

  Date: 12/23/2024

  We have requested additional details from the Guest but have not received the requested details (receipt/transaction information). We have also encouraged the Guest to visit her local Workshop, make another qualifying purchase of a furry friend and a refund would be processed. We have yet to hear back from the Guest. Is there anything additional needed in this case?

  Customer Answer

  Date: 12/23/2024

  Receipt of the second bear at full price.

  Required by the business for refund.

  Customer Answer

  Date: 01/08/2025

  I HAVE compliedwith the business' request. I purchased a second unit and uploaded the receipt to this complaint.

  The business has not reached out to me via email or otherwise, and I have not received my refund of the discount they promised.

  What can I do next?

  

  Business Response

  Date: 01/10/2025

  Thank you for providing the second receipt. The receipt will be reviewed to determine the amount of refund. Once determined, the refund will be processed to the original form of payment.

  Customer Answer

  Date: 01/14/2025

  It has been over 10 days since I received the message that the vendor is reviewing my receipt, but I have not gotten my reimbursement. How long until the review is completed?

  How long does it take to look over and confirm I purchased a unit???