Complaints

• Initial Complaint

  01/15/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I didnt get my order W7776907 been checking everywhere and nothing i am requesting a refund of my order

  

  Business response

  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

  12/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  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 response

  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 response

  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 response

  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 response

  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

  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

  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

  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 response

  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

  12/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  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

  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 response

  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

  12/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  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

  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 response

  12/18/2024

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

• Initial Complaint

  12/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  12/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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 response

  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 response

  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

  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 response

  12/23/2024

  Receipt of the second bear at full price.

  Required by the business for refund.

  Customer response

  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

  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 response

  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???

• Initial Complaint

  12/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My complaint is that I was sent something incorrectly and I have communicated numerous times, but the issue has not been fixed. I simply would like the company to be responsible and fix the problem. I paid for a $50 gift card. Only $25 was sent. I sent an email via their Contact Us email address via their website on 11/29/24 and received no response. I called on 11/30 and spoke with someone who I then sent an image of what I received. I was told it would be fixed and a $25 E-Gift Card would be sent to my email address making up the difference. That was not received so I called again on 12/2/24. I was then told they would fix at that time. As of 12/6/24 I have still not received. Yes, spam has been checked. I have also submitted another contact us email via their website on 12/6/24. I would like either the $25 difference or a refund of $25.

  

  Business response

  12/10/2024

  We are actively reviewing the Guest's concern to determine if an appropriate resolution has been provided to the Guest.

  

  Business response

  12/10/2024

  After review, it was determined that the Guest needed a new $50 e-gift card sent to her. This has been completed and should arrive in the next 1-2 hours. 

  Customer response

  12/10/2024

  I accept the resolution provided by the company. 

  Customer response

  12/10/2024

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

• Initial Complaint

  12/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On ***** I had a party for my 6 year old daughter at a ***. When I booked the party I chose a package for $35 per child with 6 children to be attending. We put down a $50 deposit. During the party the girls taking care of us showed the children which bears they could choose within the package and for the allowed clothing item told us anything on a hanger. I repeated this to confirm, twice in fact, to two of the girls as I thought this seemed odd for our package. When being rung up at the end our remaining balance was almost $100 more than it should have been. We were paying $50 per child rather than $35. The girl at the register could not help me, and there was no manager on duty to ask or call. I followed up with corporate the next day. I submitted my receipt, explained the situation, and I have followed up twice with only one reply saying its still being investigatedinvestigated. I agreed to $35 a child, and that is what I should pay. If we were given incorrect information by employees (and again, I confirmed the info with them at the time) that is not our fault. I should be refunded the the amount over the agreed upon price.

  

  Business response

  12/04/2024

  Hello- Thank you for reaching out to share your experience and concerns with us. After review, we have confirmed that the party packages were not correctly rung at the time of checkout resulting in an over charge of $74.85 (6 Guests x $35 = $210 before tax; an overage of $70.30 + *****% tax = $74.85). A refund has now been processed to your original form of payment. Please allow 3-5 business days for the refund to be reflected within your account.  If there are any additional questions, please do not hesitate to contact us again.

  Customer response

  12/04/2024

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

• Initial Complaint

  12/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Build a Bear had a large 6-7 ft poster advertising a bundle deal. Two bears for $45.00. Each bear individually is $40.00 on line. The poster featured 2 bears which were Bluey and Bingo. I went in to purchase them and was told they were not part of the promotion. I showed a sales person the poster. I was informed in small print that couldnt be read without getting down on hands and knees stated they werent included. The only 2 bears on the poster were Bluey and Bingo. I feel they should not be featured on the poster if they were not part of the promotion. It seems like false advertising to me. I spoke with and assistant manager without any resolve. I called the customer service number. I was told to email my complaint along with the picture I took of the poster. I can not get any response. I emailed a number of times. I get a form email back stating I would get an email in a few days. I never get anything more. I do have a picture of the poster. Ive showed it to a number of people. They have all agreed the poster is very deceiving. Its almost bath and switch. No one walking in the mall is going to get down on the floor to read tiny print. I would like them to honor what the poster advertises. If the two bears being featured on the poster are not in the bundle deal the poster is promoting, they shouldnt be on the poster. ***** that are included in the promotion should be featured. Bluey and Bingo are very popular characters for children. I feel is very poor business to promote popular characters on the poster and then not have them in the promotion.

  

  Business response

  12/02/2024

  Hi - I attempted to reply to this complaint but received an error once I clicked on the link. I am now unable to respond. Please advise next steps.

  For clarity around the complaint:

  The offer of 2 for $45 was shown near other signage that included Bluey and Bingo - 2 items that are not included in the promotion. The fine print at the bottom of the 2/$45 signage does indicate that there are select styles included in the promotion. 

  While this promotion did not apply to the items that the Guest was interested in receiving, we are wiling to honor that pricing on a purchase made the day in question. If our Guest made a purchase, we will need to have the transaction details and are willing to offer a price adjustment/refund to the original form of payment. 

• Initial Complaint

  11/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 11/29, I visited the ************, NY store & found the manager to be rude & racist. I requested to have an animal's head stuffed, as I was mailing the item to my niece for the holidays and the head looked deflated. The store was slightly busy and after 5 children cut me on line, I asked a woman (who was standing around and doing no work) if I could have some stuffing to stuff the head of the animal to make it more presentable. With a swift attitude, she said no. When I questioned why, she said that it was policy and if they stuffed the head, the animal would have to be sewn up. I asked if I could take some of the stuffing home and do it myself, and she loudly screamed "NO." I went to check out and complained to the employee at the counter who indicated that this person with the attitude was the manager. I told her that I would be filing a complaint with corporate. On the way out of the store, I believe that I heard the manager mutter "stupid cracka" under her breath. I'll be returning the items. I understand that this was Black Friday and busy but this behavior is unacceptable, and I cannot support a company that enables it. BABW should be ashamed for hiring this person. It's a store for children.

  

  Business response

  12/02/2024

  ******** - hi!

  Thank you for reaching out and for taking the time to share your experience with us. At Build-A-Bear, our mission is always to add a little more "heart" to life.  It is never our intent to make anyone feel uncomfortable or unwelcome in our Workshops for any reason, and we're so sorry that you were made to feel this way. 

  We'd love to speak with you personally regarding your experience.  Your experience has been forwarded to the District Manager with a request to contact you personally via phone. 

  
  Thank you again for contacting us about this, and we look forward to speaking with you soon. 

  Bear hugs,

  *****

  Manager, Guest Experience

  Customer response

  12/02/2024

  Complaint: 22620669
  
  I have reviewed the business' response and am rejecting it because: they requested to contact me via phone. My number is: ************. Please feel free to leave a message with a call back number if I'm not able to answer and I will call you back. 
  
  Sincerely,
  
  ******** *********

  

  Business response

  12/03/2024

  Hi - District Manager ***** will be reaching out via phone to speak with you regarding your experience. Thank you.

  Customer response

  12/08/2024

  Complaint: 22620669
  
  I have reviewed the business' response and am rejecting it because:

  It has been several days and the business has made no effort to contact me. 
  
  Sincerely,
  
  ******** *********

*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. ↩