Build-A-Bear Workshop, Inc. Customer Service Issues

I am disappointed that there was no response to my email dated 12-7-18. I visited your store in Cardiff for Pay Your Age Day with my children, but we were unable to join the queue. Despite waiting in town and returning multiple times, we missed the opportunity as the queue dissipated by 3 PM, even though the store closed at 8 PM. Tomorrow is my son's 3rd birthday, and I had a frustrating experience at the Cardiff Build-A-Bear location. I purchased bears, accessories, and outfits using vouchers in three separate transactions to avoid complications, missing out on a £10 discount for spending over £30 due to not wanting to overwhelm the cashier with a fourth transaction. Additionally, I spent £9.50 extra on my son's bear and was unable to add Birthday bear accompaniments to his purchase. I would appreciate a £10 gift voucher to improve my son's first Build-A-Bear experience, as I have been a loyal customer bringing my other children to your store. I hope to hear back from you to create a better experience for my children's future visits.

I want to share a heartwarming experience my family had at the Trafford Centre store. My 8-year-old daughter, N, who has epilepsy and autism, overcame her fear to enter the shop for her sister's birthday. She was wearing ear defenders due to her sensitivity to loud noises. Caprice at the store immediately noticed N's needs and kindly informed us about a bell ringing for a birthday, ensuring it wouldn't startle her. Caprice went above and beyond to help N with the Princess Poppy Teddy she wanted. She turned off the stuffing machine to help N feel more comfortable and then took us to the back room where she patiently assisted N in filling the bear. Caprice's kindness and understanding put us all at ease and N left the store happy without her ear defenders. This small gesture meant so much to us and made a big difference to my daughters and our family. Caprice truly deserves recognition for her exceptional service. Thank you!

Last week, I placed an order without logging into my account for a Everest build a bear with sound. To my surprise, I noticed two charges of the same amount on my bank statement. I promptly emailed customer service requesting a refund for one bear since I only needed one. However, I received no response or confirmation email for my order, even though I entered my email address during fast checkout. I tried contacting customer service by phone multiple times but either got disconnected or put on hold for long periods. After four days of no communication, I reached out to my nearest store which also couldn't provide additional contact information. They emailed customer service on my behalf, but I am yet to receive a reply. While I have received both orders now, I need to return one and have noticed that the £10 gift vouchers promised for orders over £25 were missing from both boxes. I am disappointed by the lack of communication and would appreciate getting in touch to receive the missing gift vouchers and instructions for returning the extra bear.

I recently purchased a bear online to be stuffed, embroidered, and shipped as a surprise gift. However, upon arrival, I was extremely disappointed. The bear was not stuffed, missing a foot, and not engraved as requested. I contacted customer service, and although the representative was apologetic, I was not offered any compensation for the ruined gift. I am unable to easily visit a store due to a disability, making the situation even more frustrating. I would like a full refund or a replacement bear to make up for this disappointing experience. My order number is #W[redacted]. Thank you.

For the second year consecutively, we bought two Christmas-themed BAB toys for my daughter shortly after Thanksgiving as an early Christmas gift. She adores them both. However, recently, my daughter noticed a hole in the right foot of the Merriment Bunny, which seemed to explain the white fuzz appearing around the house. I planned to mend it but found the hole to be too large for a newly purchased expensive item. We visited the BAB store in Richmond, VA, hoping for a replacement due to the defect. Surprisingly, when I reported the issue to the cashier, she started sewing the hole with dark brown thread right at the register, which was unexpected and disappointing, especially considering the price of the items. We are disappointed by the response and would like a replacement Merriment Bunny or a full refund for this defective product as we do not intend to keep it.

Dear Customer Service, I am writing to express my extreme disappointment with the service we received at your Oak Ridge Mall store in San Jose, CA. My group purchased a party package and encountered a series of issues with the staff's lack of professionalism and organization. Despite visiting various locations in the past, this experience was by far the worst. Our group of five did not receive a photo prop, and the employees removed price tags from our purchased items without permission. Additionally, the teddy bears we made lacked enough stuffing, causing them to lose their shape within a week. The poor sewing quality led to loose threads, which required us to seek assistance at other stores for repairs. The children's party was meant to be enjoyable, but the associates' failure to follow proper procedures and lack of attention to detail created a disappointing experience. Even though the store was quiet, the staff rushed us through printing birth certificates, leaving us feeling unwelcome. It is essential to address these issues and provide better training for the employees at this location to ensure a more professional and satisfactory customer experience. Thank you for your consideration. Best regards, M. Luu

I returned from school today to discover my dogs had chewed up the precious gift my girlfriend, whom I've been with for over a year, gave me. She spent her money creating a custom Build-A-Bear for my birthday last year, and it meant a lot to me since we are in a long-distance relationship (she is in Illinois, and I am in Michigan). Dealing with being recently kicked out of a friend's house and an already stressful life, this incident has pushed me to my limit. I have $50 saved up and am desperate to repair the bear, who now has matted fur and missing eyes. I am willing to do anything necessary, even if it requires more money that I will find a way to acquire.

Yesterday, I took my two granddaughters to the Build a Bear Workshop at Yankee Candle in S. Deerfield, MA. I planned on using my $[redacted] Build a Bear gift card for our purchase. To my surprise, they informed me at the cash register that they do not accept Build a Bear gift cards or coupons. I was upset as my granddaughters had already built their bears, and I had to use my credit card instead. This situation was difficult for me, especially during the holiday season when buying Christmas gifts. While I understand this may be an issue with Yankee Candle, I wanted to bring it to your attention as their advertising is misleading. They do not mention on their website or in the store that they do not accept Build a Bear gift cards or coupons. This could be problematic for others in the same situation. I hope your company can address this matter. Thank you for your attention to this issue.

I purchased a piglet bear from Build-A-Bear. According to FedEx tracking, the delivery failed due to an incorrect address and it was sent back to the sender. The shipping address I provided matches the one in my confirmation email, so the problem seems to be either with the company or FedEx. The initial estimate for delivery was 6-8 days, but it has been two weeks. I paid $7 for shipping, and the delay means it won't make it in time for Christmas, which is disappointing as it was a special gift my daughter was excited about.

Hello, I bought four black labrador Promise Pets on December 3, [redacted]. The order arrived on December 16, [redacted], but two of the plush animals have popped seams with stuffing coming out. One had a bear sticker covering the stuffing, the other did not. These plush animals are meant to be Christmas presents for my daughters. Unfortunately, I don't have time to return them for a refund, so I'll have to give them as is. This is very disappointing. I would like a full refund for at least one of the dogs I purchased. I can provide pictures of the affected dogs if needed. Additionally, I didn't receive my Cub Condo (Item # [redacted]) as stated on my invoice. Thank you, Angie W.

In May of this year, I bought a Promise Pets Labradoodle for my 2-year-old daughter. It's only been 7 months, but the toy already seems very worn out. My mother even mistook it for a raggedy old stuffed animal, which shocked me since we purchased it while on vacation. The fabric is losing fibers, the tail has bald spots, the head is misshapen, and the fur is all matted, despite it only being used for sleeping. It's clear that the quality of this new Labradoodle doesn't compare to our 15-year-old Build-A-Bear Westie, which still looks new. I think this must have been from a poorly made batch. I'm hoping for a voucher to exchange it for another Labradoodle since they are still being sold. Even though it looks rough, my daughter is attached to it, and I'm worried she won't accept a different model. Thank you, Charles

I placed my order #W[redacted] on 12/17/19, and the charge was processed on 12/19/19. Despite several attempts, I can only access the "Order Summary" indicating that the gift card will be delivered via mail to the correct address. However, as of 12/30/19, I have not received any mail or email regarding the delivery. I would appreciate your assistance in notifying me of the next steps to take.

During our vacation to Florida in February [redacted], my granddaughter Anna chose a lovely Build-a-Bear with various accessories, including a recorded message from her mother. Unfortunately, we encountered an issue where the message stopped working this morning. Anna was devastated as she treasured her mother's voice in the bear. We are puzzled as to why this happened so soon after purchase, as Anna is careful with her bear. It's disheartening for us all.

I recently placed an order, but the address was incorrect despite providing the right one at the start. After a long hold, I spoke with a helpful lady who updated the address and assured me she would contact the store. However, I received an email stating it's still going to the wrong address. Do I need to call back to provide updates, or should this information already be noted from our previous conversation?

I have recently spent $[redacted].07 at two different Build-A-Bear stores within two days. One purchase was made on August 2nd at the Build-A-Bear store in SeaWorld, Orlando, where I bought a unicorn for my daughter. Upon closer inspection today, we discovered a hole on the leg that was poorly stitched by an employee, not in the designated stitch area. I'm frustrated by this oversight, as it wasn't mentioned to me in the store. If I had known, I would have requested a replacement since my daughter, at the age of 6, cherishes her stuffed animals. I have photos of the item and a snapshot of the receipt for reference. As we were only visiting, not all stores carry the same products, making replacement challenging. I seek advice on how to address this with the company and what steps can be taken to resolve it. Thank you for your help.

I purchased a Pikachu for my boyfriend from Build-A-Bear and selected economy shipping. Unfortunately, since I did not create an account on the website before making the purchase, I am unable to track the order or see the delivery date. The email confirmation with all the details is linked to the purchase, and I am eager to know when it will arrive. I am hoping someone can locate the purchase using my email and provide me with the delivery information.

During our visit to Build-A-Bear at West Edmonton Mall on March 4, [redacted], my special needs foster son in a wheelchair and I purchased three bears totaling over $[redacted] in three transactions. While in the store, I inquired about the availability of wheelchair accessories for the bears, and one worker responded rudely. Another worker suggested we could order one from Build-A-Bear directly, and as she was helping us with our bears, the manager interrupted and suggested we look for one ourselves. There was an unpleasant interaction when my child tried to purchase his bear box, which was only resolved when my husband intervened. It is disappointing that in a store known for its magic, there was such rudeness displayed by one particular employee, contrasting the excellent service we received from the other staff members. The negative attitude left a lasting impression on our family, and we believe that snapping at customers, especially children, should not be tolerated in such a special place for kids.

I purchased clothes and items to go with a bear as a Christmas gift for my grandson who lives all the way in Vermont while I'm in Utah. The package was supposed to be delivered by December 13th, but it's delayed, and I'm frustrated. Tracking shows it's still due by December 13th, but that's already passed. My order number is W[redacted], and I really hope it arrives soon. Otherwise, I'll avoid shopping with your company in the future.