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, Inc.

  7700 W. Arrowhead Towne Center Glendale, AZ 85308

• 

  Build-A-Bear Workshop

  1248 Broadway Plaza Walnut Creek, CA 94596

• 

  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:09/24/2024

  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 September 7th, 2024, I placed an order for a Giant Pumpkin Kitty ******* Animal to ship to a friend overseas. On September 10th, I received an email from Build a Bear telling me that my order had shipped. They provided me with a tracking number (CY143416215US). When I checked the tracking this weekend to see where the stuffed animal was, it stated that the package was still in pre-shipment, as "a shipping label has been prepared for your item. A delivery date will be provided when **** receives the package; contact the shipper or shipping partner with any inquiries." When contacted, **** stated that this means a label had been printed, but the package was never handed over to them for delivery.I contacted the chat service on the Build a Bear website, and was told that they couldn't help me as the package needed to be out for delivery for between 6 to 21 business days before they would open a case. I tried to explain to them this would be fine IF the package had even left the warehouse, but it was obvious that it had not. The chat service referred me to their **************** number, as they claimed they were unable to help me resolve my issue.I called the service number at **************, and spoke to a representative who told me that there was nothing they could do, as my package was not yet past the 21 business day ****. I again explained that the tracking for the package shows that it literally had not even left the warehouse, much less been received by **** to begin the 21 business day timer. The representative told me that they would open a case and gave me #******** so that I could follow up. After attempting to get someone to at least tell me the progress of the investigation, I was referred to their email in order to find out further information. Today, I was told my order wouldn't be getting delivered and was offered a refund. I just want what I ordered. The UK warehouse has it in stock - just ship it from there.

  

  Business Response

  Date: 09/25/2024

  This order cannot be reshipped and a full refund has been processed. Please allow a few business days for the bank to reflect the refund. Thank you.

  Customer Answer

  Date: 09/26/2024

  Complaint: 22335548
  
  I have reviewed the business' response and am rejecting it because the item is still in stock, Build a Bear just refuses to ship it from the warehouse.  It literally shows as in stock at the following link:

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

  I simply want Build a Bear to honor the sale they did not complete, or at the very least to offer something to compensate for the severe lack of customer service on their part.  Selling me an item, failing to ship it, then just refunding my money without so much as an apology or trying to make it right is a slap in my face.  Especially when they clearly still have the item available to ship.

  
  
  Sincerely,
  
  ** *******

• Initial Complaint

  Date:09/22/2024

  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.

  On Sat 9/21 at 3pm, my 13-year daughter and her friend walked into build-a-bear workshop at *********** (**********************************************) and discovered next morning that there was an erroneous charge of $9 on her receipt for personalized recording service which she did not order, and the bear also clearly did not have that feature.I was unable to accompany her on the trip on 9/21 as I have been down with COVID. Her friend's Mom took her along with her friend shopping that day. When I called the store on Sun 9/22 to request the refund, the store insisted that we showed up with the bear and the receipt or else they would not process the refund.I explained that the store is far from our home, and I am still recovering from COVID and did not want to bring the bugs into the store to infect other people. So I offered to send picture of the receipt and a video clip of the bear to prove that the bear had no "implant speaker" in its palm. But this was flat out rejected. The Store Manager insisted that nothing could be done unless we make a ******* the entire exchange, the Store Manager never asked me any questions like "when did they come in? Which store staff did they work with?" None of that. This leads me to believe that the Store Manager had no interest to find out what really happened.Wouldn't it be very easy to speak with the store staff who helped them and show picture of the bear to verify our claim? We had a number printed on the receipt indicating who rang us up, and my daughter said the same lady helping them also rang up the receipt. But the Store Manager never asked. And kept saying "no" to my offer to send him the receipt.What became more irritating was when he said "once you bring the bear and the receipt in in person and they all check out [with your story], then we can process a refund."This is accusatory! It sounded like the customers always lie and it is our burden to prove that we're not. Whereas you could just ask your staff?

  

  Business Response

  Date: 09/25/2024

  When there is a discrepancy in what was added into a furry friend, the Guest is asked to return to the Workshop for a refund/adjustment as the Workshop cannot process the refund without the form of payment/card presented. As a one time Guest courtesy a refund will be processed in the amount of $9.56 to the **** card. Please allow 5-7 business days for this to be reflected on the account. Thank you.

  Customer Answer

  Date: 09/26/2024

  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:09/22/2024

  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 purchased a birthday bear for my granddaughter upon seeing Build A Bear while traveling out of town. I was fraudulently charged for a personalized record for 9.00 that I did not request and was unaware of. The manager refused to reimburse the fee over the phone stating they could not do so and confirmed this with the district manager. I was told I would need to visit the store again or another location to in order for the refund to be issued. There is not a store location in my town or anywhere near for this to happen. It's not my fault that I was fraudulently charged and I have to spend my own time and money to correct their mistake. The manager was unwilling to credit my card and refused to be of further assistance and was very unconcerned and unapologetic.

  

  Business Response

  Date: 09/23/2024

  Thank you for reaching out and for being our Guest. We are happy to review but need additional details. Please provide the below and we will further review.

  Date:

  Location/Store #:

  Transaction/Invoice #:

  Amount:

   

  We are looking forward to hearing from you!

  Customer Answer

  Date: 09/26/2024

  Purchase Date: 9/21/2024

  Location: ************, *********

  Store number: 1220

  Transaction Number: 2156

  There is no invoice number

  Amount: 66.16

  

  Business Response

  Date: 09/27/2024

  Hello - A refund for the item in question (Record Your Voice) has been processed to the original form of payment. Please allow 5-7 business days for the refund to appear at the financial institution. Thank you.

  

  Business Response

  Date: 09/30/2024

  A refund was processed as previously stated on Friday September 27th for the cost of the *** and tax. We advised waiting 5-7 business days for the refund to appear in the account. Thank you.

• Initial Complaint

  Date:09/09/2024

  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.

  Order placed on August 5, 2024 Cost $82.63 The business was committed to provide a Heart Box. A rose bear, a rose, a small candle, a gift box with a personal note. The dispute is that I contacted build a bear on August 7, the day of delivery to let them know that the note was messed up that you could not read it. Its part of the package. Anyone who knows build a bear knows that their certificates come with the Bears. Theyre important l, however, was emailed sorry for the inconvenience there is nothing we can do. This note was in a gift box to ask his girlfriend to homecoming. An extra amount of money was paid to get the bear in time for homecoming. Now we have to pay extra for printer and certificate paper to make our own because your business couldnt even look over and see their mistake and fix it, nor would you take the time to print, correct and mail a new one. Its a lot of money to pay to have to pay to have your mistake fixed. All I wanted was a replacement certificate. Attached is what we received. I circled the note. Also, attached is what was supposed to be on the note. Notice how messed up? And I attached the confirmation with express shipping that we paid extra for and attached is the email sorry for inconvenience. We can do nothing.

  

  Business Response

  Date: 09/09/2024

  ********* - hi! Thank you for reaching out and for being our Guest. We are so sorry to know that your son's order did not arrive as expected. We are working to determine how we can best assist. Looking forward to making this a brighter experience. *****, Manager, Guest Experience

  Customer Answer

  Date: 09/14/2024

  Complaint: 22258753
  
  I have reviewed the business' response and am rejecting it because: ia gift card is not resolving the issue. You cant fix it so the problem, so Id just like to return the product and get a refund please.
  
  
  Sincerely,
  
  ********* ******

  

  Business Response

  Date: 09/19/2024

  September 15th the Guest was provided both a return label and a form. Once the order is received a full refund will be provided to the Guest. 

• Initial Complaint

  Date:08/16/2024

  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.

  MY DAUGHTER AND I WENT TO BUILD A BEAR LOCATED AT **************************************** ON AUG 6, I GAVE DEBIT CARD TO CASHIER TO RUN THE TRANSACTION, SHE TOLD ME IT DIDN'T GO THRU, EVEN AFTER I ASKED HER WAS SHE SURE IT DIDN'T GO THROUGH, SHE SAID THAT SHE WAS SURE, BUT I LATER FOUND OUT THAT SHE WAS INCORRECT.SO I GAVE HER A DIFFERENT CARD, AND I WAS GIVEN A RECEIPT. A FEW DAYS LATER I LOOKED AT MY BANK STATEMENT AND IT SHOWS $41.71 WAS TAKEN OUT ON THE FIRST AND SECOND CARD. I WENT BACK TO THE STORE TO SHOW THEM PROOF THEY CHARGED ME TWICE FOR THE ***** BUT WAS TOLD THAT THEY COULD NOT DO ANYTHING ABOUT IT AND TO REACH OUT TO MY BANK, WHEN I DID MY BANK TELLS ME IT COULD HAVE BEEN HANDLED BY THE STORE. I HAVE SINCE PUT A CLAIM WITH MY BANK, BUT NOT SURE IF THEY WILL BE ABLE TO REVERSE IT. HOWEVER, I WOULD LIKE FOR THE BUSINESS TO MAKE A CORRECTION TO THEIR CASHIERS ERROR AND PROVIDE ME WITH A REFUND.

  

  Business Response

  Date: 08/16/2024

  Dear ****- Thank you for reaching out and for being our Guest! After reviewing the details of your transactions, we see that the initial charge of $41.71 is in a "refused" status and was not charged by Build-A-Bear. However, there may have been a pending "authorization" that remained on your card for a few days based on your bank's procedures. Additionally, we can confirm that the second card was charged in the amount of $41.71. 

  A refund cannot be processed for the initial "charge" as Build-A-Bear did not collect those funds. Please contact your financial provider for additional details if needed.

   

  Thank you.

• Initial Complaint

  Date:08/12/2024

  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.

  On 8/6/2024 I had placed an order with Build a Bear online. Part of that order was 2 Pumpkin Kitty ********* plush. Yesterday, on 6/11/2024 I received my order. Upon inspection I noticed I only received 1 of the Pumpkin kitty ********* plush. I contacted the support and was told I'd simply get a refund when I requested a replacement not a refund. I later see on other social media accounts of their businesses that customers are receiving more than they ordered. So they are purposely sending out wrong quantities to some customers in order to give more to others. I simply want the item I ordered. No refund necessary. Order Number is W6974908

  

  Business Response

  Date: 08/21/2024

  Hi - We are actively reviewing this complaint and will update as quickly as possible. Thank you!

  

  Business Response

  Date: 08/22/2024

  Dear **** - hi!

  Thank you for reaching out and for being our Guest! We are so sorry to know you did not receive your full order. We never want to disappoint our Guests for any reason and want to help make this a brighter experience. Great news - we were able to locate a Pumpkin Kitty to ship to you. Once it is shipped the tracking details will be shared with you - be on the lookout!

  Thank you.

  Customer Answer

  Date: 08/22/2024

  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:07/29/2024

  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 placed an order on May 27, 2024 after receiving an email about a free shipping promotion from Build a Bear and having a $10 coupon I wanted to use. I added extra items to my cart in order to reach the $75 limit for free shipping. The cart showed the discounts applied. After I placed the order, I noticed that the free shipping was not applied and assumed this was a computer error. I reached out to Build a Bear and am not satisfied with the response of ***** Services who said that the discount was not applied, and there was nothing they could do, because the subtotal was $72.89 after applying the coupon. According to the receipt, the subtotal was $82.90 and was not adjusted after applying the coupon! This was really deceiving when I placed the order as I thought, based on the subtotal, that I had enough items to meet the $75 limit. The webpage did not alert me that I no longer was getting free shipping after I applied the coupon. I certainly would have purchased another $2.11 more worth of merchandise if I knew that was needed to get free shipping!I had asked ***** Services if they could provide a refund or credit for the $10 (approximately) for what I paid in shipping and am really dissatisfied they are not acknowledging how the webpage invoice contributed to this misunderstanding. This is really poor customer service to argue that they will not honor my request due to a misunderstanding over $2.11.

  

  Business Response

  Date: 07/30/2024

  ******* - hi!

  Thank you for reaching out and for being our Guest! After reviewing your order details, we see that it did not qualify for the free shipping promotion (subtotal of $75 or more after coupons). That being said, we have processed a refund of $10.94 ($9.95 shipping plus tax) to your original form of payment as a measure of Guest satisfaction.

  Should you have any questions, please do not hesitate to reach out again to our team.
  

  Bear hugs,
  

  *****

  Manager - Guest Experience
  

  Customer Answer

  Date: 07/31/2024

  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:07/13/2024

  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.

  June 25, 2024 i placed an order with build a bear. After weeks of no delivery I called them and they advised that I had to wait for the package to be rerouted back to their warehouse and then I could either request a refund or they would ship it back out to me. I waited and ***** delivered it to the wrong city. I called ***** and they said that only Build a Bear could request a package pickup. I called build a bear only to receive the worst customer service responses, they would not put me in touch with anyone that could help. I felt they were too busy for such small requests but I just have one question about how I may request a package pickup and redelivery since the item is now out of stock. I am requesting the company reach out to me.

  

  Business Response

  Date: 07/22/2024

  The package was misdelivered by the shipping carrier and not to our Guest. Unfortunately, the item is no longer available and cannot be reshipped to our Guest. A full refund has been processed to the original form of payment in the amount of $58.46 on Sunday July 14th.

  Customer Answer

  Date: 07/23/2024

  Complaint: 21984937
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/12/2024

  Type:Service or Repair 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 contacted the store to get a repair done on a bear that was purchased recently in a different state. The back seam came completely undone. When calling the store, the lady was rude and did not understand what I was saying. When I asked to speak to someone else, she refused and told me I was being a racist because she wasn't understanding what I was saying. It took me nearly 5 minutes of her being anything but kind to finally get an answer of when I could call and speak to someone else since she refused me to speak to anyone else and stated she is the only employee there which I know to be false. She then claimed to be the manager but refused to give me her name. All I would like is for the repair to be done since the bear is under warranty.

  

  Business Response

  Date: 07/22/2024

  Hello. We are working to connect with the Guest to provide a resolution. Once we have connected, a follow up will be provided. 

  Customer Answer

  Date: 08/06/2024

  Was reached out by the business and asked to send more information which I did. I was then told they would put me in contact with the district manager to further address what had happened including the employee accusing me of being racist for asking to speak to someone else. This never happened. 

  

  Business Response

  Date: 10/02/2024

  Hello, *******,

  Thank you for reaching out about her experience .  We never want to disappoint our Guests and would happy to help make this a brighter experience. Please provide a few additional details so that we can request a contact from the proper member of management to further address your concerns. Please share:
  

  Workshop location:
  

  Approximate date of purchase:

  Best contact #:

  Once we hear from you, we will determine next steps and follow up.
  

  Thank you.
  

  Customer Answer

  Date: 10/12/2024

  This was purchased at the **************** location in **********************. It was purchased in April. This complaint has NOTHING to do with that store. This complaint is solely directed towards the *********, ****** location. The location where the inappropriate interaction took place. I was told by build a bear (through this complaint channel) that I would be reached out to by a manager from that location, it still has not been done.

  

  Business Response

  Date: 10/16/2024

  *******- hi!  Thank you for the additional details. The details of your experience has now been shared with the District Manager of the ****************************************. Thank you.

  Customer Answer

  Date: 10/16/2024

  Complaint: 21982988
  
  I have reviewed the business' response and am rejecting it because:
  
  I would like to speak with the manager as I was told would happen MONTHS ago before reopening this as the business never followed through on what they said they would do, which was have them reach out to me 

  
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 10/17/2024

  The District Manager contacted our Guest and talked through the experience. ******* has already visited the store to have the animal in question repaired. No further action is needed.

  

  Business Response

  Date: 10/28/2024

  Hi - Our Guest had an issue with a product purchased earlier this year. She reached out to a store to seek assistance. After receiving a disappointing/frustrating interaction with the store manager, she contacted the BBB. We requested her contact details so that we could connect her with the District Manager to discuss the concerns. She has asked to speak with the manager (we believe of the store) however since she has spoken (satisfactorily) with the District Manager, we believe that this case has been handled completely. 

  Customer Answer

  Date: 10/29/2024

  Better Business Bureau:
  
  The business *finally* did what they said they would and made contact. I did not request to speak with the store manager specifically, just any manager. When the district manager called me earlier this month (which was the FIRST time any BAB representative had reached out) he informed me, it was the first time he had heard of the issue and the first time the request for my contact had ever made it to his desk. It was unfortunate to hear that there had been similar complaints made but it was nice to hear that he was taking the issue seriously and would make sure that going forwards other guests would not experience the same type of interactions. Due to the company finally showing some accountability, the request can be closed.
   
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:03/22/2024

  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 ordered a bear back in September of last year. Everything was fine at first, I was excited to get my bear. A shipping label was created and waiting to be delivered. The tracking information says that they are preparing my order to get it shipped. I checked several times the shipment website to see if theres was any updates with the tracking details, but the package was still in the warehouse where the shipping label was created, I tried to contact build a bear via email and they told me to wait 40 days to get a new awnser, I waited the 40 days and got anything from them. I called the customer service because I got any update of my shipment. But they told me that my order was not in the system because is been more than 90 days since I placed it, meaning that they would not help me with my shippement issue. They told they cannot refund me in that case. The tracking number of my order still says that they are preparing my package since September of last year. The order never got lost because they never shipped it, is still in a warehouse sitting and accumulating dust somewhere in the other side of the world. Im very frustrated by this company. I hope to get a solution any time soon.

  

  Business Response

  Date: 04/04/2024

  A full refund has been provided for ******. Attached is the copy of the receipt. Thank you!