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, Inc.

  160 North Gulph Road Space Y-2 King Of Prussia, PA 19406

• 

  Build-A-Bear Workshop

  24 Willie Mays Plaza San Francisco, CA 94107

• 

  Build-A-Bear, Inc.

  228 Park City Center Lancaster, PA 17601

• 

  Build-A-Bear Workshop

  1350 Travis Blvd, Ste. #147 4B Fairfield, CA 94533

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:12/06/2024

  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.

  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

  Date: 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

  Date: 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 Answer

  Date: 12/10/2024

  I accept the resolution provided by the company. 

  Customer Answer

  Date: 12/10/2024

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

• Initial Complaint

  Date:12/03/2024

  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 ***** 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

  Date: 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 Answer

  Date: 12/04/2024

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

• Initial Complaint

  Date:12/02/2024

  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.

  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

  Date: 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

  Date:11/30/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 12/03/2024

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

  Customer Answer

  Date: 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,
  
  ******** *********

• Initial Complaint

  Date:11/26/2024

  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.

  Order place Nov 20, 2024 (order number W7503371). Coupon code being advertised in a banner (non-clickable) to use code MERRYMISSION to receive free shipping on ALL orders. When code applied I was still charged $30 for shipping.Contacted company to inquire and was told the code was only for USA residents. This was not clarified anywhere on the website.

  

  Business Response

  Date: 11/26/2024

  Our Guest attempted to place an order (W7503371) with a discounted shipping offer that is not applicable to orders shipped outside of ******. After review, we see that order W7503371 is a "failed" order and cannot be processed. A refund for the full amount will be processed and should appear within the next 3- business days on the Guests original form of payment. Thank you.

• Initial Complaint

  Date:11/18/2024

  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 October 30th, 2024. I purchased an oversized Capybara on the Build a bear website for my sisters birthday, who lives in ********** purchased my order using the ****** pay in four. The first time I tried to purchase the order, I went through all the payment methods and I got approved for the payments by ******. Then when I hit the confirm purchase button, I got an error message from the *** site saying that it failed and that I should try again. So I attempted to purchase the order again and the second time it went through and I use the same payment method. However, it seems that the site had taken both pay in four methods but my sister only received one item and not two, Plus, I only received a tracking order for one purchase. I had called the *** customer service line 5 times and each time they had confirmed that one of the purchases had failed and that they will manually send me my money back, but its been over the number amount of days, they said it would take for me to receive my refund-Its close to being a month since I made that purchase. *** also contacted ****** and they said they cant do nothing until build a bear has contacted them but I do have an open claim with ******. I had informed the build a bear customer service line that they should contact ****** and that Id like to speak to their supervisor (after the third time Ive called) but they refuse to do both. So far Ive spent ***** worth of pay in four (***** every two weeks) and I still have another four payments with the combined two pay in fours. Id very much like a refund on one of them, but at this point, I wouldnt mind being refunded for the both pay in fours.

  

  Business Response

  Date: 11/19/2024

  Hi - We have received notification from ****** that a refund in the amount of $140.42 has been processed to our Guest on 11/19/24. We do not control the time period in which it takes for the refund to be processed and reflected, please contact ****** if there are additional questions. Below are the case details provided by ******:

   

  Transaction details:

  Case ID ******************

  Transaction amount $140.42 USD
  Disputed amount $140.42 USD

   Transaction date October 30, 2024

  Buyer's name ****** ********
  Transaction ID *****************

  Customer Answer

  Date: 11/19/2024

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

• Initial Complaint

  Date:11/08/2024

  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.

  I am inquiring in regards to 2 canceled orders made by me and my brother in the same household. My email is: ************************** and order number is W7098482. His email is: ********************* and order number is: W7098167.This company canceled both of our orders a few months ago due to the items being out of stock. We both inquired about our refunds being that we used build a bear gift cards for our orders but disposed of them. After numerous calls, they told us they would send us new gift cards via email. But they mixed up both of our orders so I only received a refund for ONE of the orders. They have caused major complications because I dont know if they sent my brothers refund to me or my refund to my brother, which they claimed they did.All I want is for some clarity and our refunds issued to our email in the form of new gift cards so we can use them online. This mixup has caused major stress and complications with the back and forth calling and speaking to agents which seem confused and unable to resolve our issue. All me and my brother want is our refund for our canceled order which shouldnt be hard to comprehend.

  

  Business Response

  Date: 11/11/2024

  We are working to review the 2 cancelled orders along with the multiple gift cards used to purchase the orders. Once an update is available, we will respond. Thank you.

  Customer Answer

  Date: 11/21/2024

  Complaint: 22529168
  
  I have reviewed the business' response and am rejecting it because: It has been 2 weeks without any updates and refund from this business. I am still left waiting when I need to purchase gifts for Christmas using my owed funds
  
  
  
  Sincerely,
  
  Jammess Rammoss

  

  Business Response

  Date: 11/22/2024

  Thank you for your patience as we work to understand the complexity of issues surrounding these orders. Please know that each order, gift card and refund is being thoroughly reviewed. This case is still under review and will be updated as quickly as possible. If additional details are needed, we will reach out. Thank you.

• Initial Complaint

  Date:10/30/2024

  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 wife and I recently took our Granddaughter to Build a Bear, *********************** in ********** *** Upon entering the store we saw a large sign picturing two Bluey characters in the upper half, the bottom half stating in large letters "DOUBLE the stuff you love. 2 for $45" (this photo is attached).Based on the misleading signage, we purchased both Bluey characters instead of just the one we had planned on. By the time we went all the way through the stuffing song and dance and finally reached the checkout, were then informed that the 2 for $45 did not apply to Bluey characters. Of course by that time (and with granddaughter in tow) we chose not to disappoint her and endure the resulting melt-down :)The signage is obviously mis-leading.

  

  Business Response

  Date: 10/31/2024

  Mr. ***** - hi!

  Thank you for reaching out about your experience. We appreciate you bringing this to our attention and sharing the picture of the signage. While the Bluey collection is not included in the 2 for $45 assortment (select furry friends) we understand the frustration and want to make this a better experience. We would be happy to refund the difference in the cost of the 2 furry friends, honoring the promotion.  To process the refund, we will need a bit more information. Please provide either an image of the receipt OR the below details:

   

  Date:

  Transaction #:

  Store #:

  Once, we hear from you, we will review and follow up.

  Looking forward to making this a brighter experience!

   

• Initial Complaint

  Date:10/22/2024

  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 made an online order on October 1st 2024. I received a shipment on October 16th and nothing in that shipment was mine which I get mistakes happen. I called on the 17th and spoke to a gal who was sending me a prepaid sticker to send the items back and then replaced my order and she said it would be expedited and I would receive and email soon. Im thinking I should see something in a couple of days. On the 21st of October I still have not heard anything so I called requesting to just cancel my order and be done with it. By this point the birthday party already happened and I just needed to cut my losses. When I called she said she couldnt cancel it and that I had to wait till I received it and then turn around and send it back. Which how that makes sense is beyond me because Im having to pay for postage to return it? A order that they botched. Later that day, I received an email from customer service explaining that they were processing my replacement order and that I also would get a refund. Come to find out one of the items is sold out and they couldnt ship that again. I wanted the entire set that I ordered not half so why couldnt I cancel everything? Its just a waste of time at this point and very disappointing. I just want my order cancelled and a refund

  

  Business Response

  Date: 10/25/2024

  Hello!  After reviewing the replacement order, it was determined that it could not be stopped or otherwise cancelled systemically. The order did ship and delivered on 10/24/24. The original order has now been refunded in full. As a courtesy, either/both orders can be kept or returned using the attached prepaid return label. The label just needs to be printed and placed on the box(es) and dropped off at a local USPS.  Thank you. 

  Customer Answer

  Date: 10/25/2024

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

• Initial Complaint

  Date:10/11/2024

  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.

  September 1st - order #W7261946 $107.32 failed due to a site error, and funds were removed from my giftcard which caused me to miss the purchase of an item (the Sanrio 50th Anniversary Hello Kitty dress) because it sold out within the time it took Build-A-Bear (BAB) to put the funds back onto the giftcards. The pending charge has not fallen off yet. My other order #W7261946 $59.66 is lost in transit. It has not moved from ************** for several days. The last scan date/time keeps updating but the location does not. For example it said Oct 10 11AM **************, and the next day it said OcT 11 11AM ***********, **. I spoke to ***** and they advised me to reach out to BAB since the package appears to be lost. I tried calling but the person over the phone was not listening and just kept telling me the time of the last scan. I requested a supervisor multiple times & finally after around the 5th time he said no supervisors are available & scheduled a callback. I also tried chatting with an agent , ******* *. after that. She ignored me throughout the chat & just provided cookie cutter responses until I called her out on it. She was extremely rude and seemed very keen on disconnecting the chat after that because she would wait less than 30 seconds to ask me if I'm still there... like after I would send a message she would immediately ask if I'm still there. I was advised to wait until next Friday for assistance even though the package has been 2.5 hrs away for days and has no movement. The item is out of stock and I doubt BAB can reship it. I was also unable to apply my vouchers to my order because a site error caused them to show they were already used.

  

  Business Response

  Date: 10/14/2024

  Hello - Thank you for reaching out! We are reviewing the concerns and will share updates as quickly as possible. Thank you.

  

  Business Response

  Date: 10/16/2024

  After review, we have determined that Order W7261946 $59.66 is still on the way to the Guest - showing delivery expected today 10/16/24 (*****************************************************************************************).  An appeasement of a 25% refund to the Guest was credited to the order today in the amount of $14.92.

  Order W7112114 is invalid and cannot be located systemically. The Guest was not charged for this order.  No further action is needed for Order W7112114.
  

  Additionally, Order W7096919 has failed and cannot be fulfilled. The Guest will need to submit a dispute with ****** to remove any pending authorizations that might exist. Build-A-Bear does not have the ability to cancel pending authorizations through Klarna.