Build-A-Bear Workshop Opiniões 

This was the worst experience I've ever had with Build-A-Bear. I placed an order on a Sunday and selected express shipping. The order was supposed to arrive on Thursday. I spoke with customer service two days later (tuesday) because I hadn’t received a tracking number via email yet, and I was assured multiple times that the order would arrive on Thursday. I checked the status of my order regularly. And the whole time, it was listed as “pending.” On Thursday, I wrote with a customer service representative via chat and asked when my order would arrive—or if I could at least expect it the end of the week. The response was that they had a lot of orders and it would take some time. They said they would give me a $14 discount. Please note that standard shipping costs $10, while express shipping costs $28. The agent, Seleni E, wasn’t helpful at all, nor did she address my questions. It doesn't get any worse than this.

If you are considering doing business with Build-A-Bear Workshop, I strongly recommend reading my experience before placing an order. I have now contacted customer service multiple times regarding an order that I attempted to correct while it was still pending, and despite being told that my requests would be documented and addressed, the package was still shipped to the incorrect address. Since then, I have continued reaching out to Build-A-Bear in an effort to resolve the situation, including speaking with additional representatives and a manager, yet no one has followed up with me regarding my original complaint or provided a resolution. I am now being told that I am responsible for contacting FedEx myself to deal with a package that I specifically tried to prevent from being shipped to the wrong address. I am sharing the original complaint I submitted below so that customers can see exactly what happened and make their own informed decision.

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Formal Complaint Regarding Order Handling Failure and Failure to Honor Cancellation Request

Dear Build-A-Bear Workshop Corporate Customer Relations,

I am writing to formally escalate an issue regarding an order that was mishandled by your customer service team and has now resulted in my order being shipped to an incorrect address despite my efforts to correct the issue before shipment.

I placed my order at approximately 4:00 a.m. during the Halloween product release. Shortly after placing the order, I noticed that the shipping address was incorrect. Because the order was still showing as pending, I immediately contacted Build-A-Bear customer service for assistance.

After waiting to speak with a representative, I explained the situation and requested that the shipping address be changed. I was specifically told that a request would be submitted to change the address and that if the address could not be changed, the order would need to be canceled. I was also told that I would receive a follow-up email regarding the outcome of the request.

I did not receive any follow-up email. Later, I contacted customer service again and spoke with another representative. I explained the situation again, and I was told that the order was still processing. The representative stated that they added a note to the order documenting that the address needed to be changed and that the order should be canceled if the address could not be updated.

Despite these documented requests, I received an email informing me that my order had shipped to the incorrect address. I immediately contacted customer service again and spoke with a manager. I was informed that there was nothing Build-A-Bear could do because the package had already shipped, and that I would need to contact FedEx myself to see if they could redirect the package.

I do not believe this is an appropriate resolution. I understand that once a package has left a warehouse there may be limitations on changing a shipment. However, the issue is that I contacted Build-A-Bear while the order was still pending and provided clear instructions. I was told that the company would either update the address or cancel the order. That commitment was not followed through.

I was then advised that I would need to wait for the package to be delivered and file a claim stating that I did not receive it, with a potential resolution timeframe of 60–70 days. This is unacceptable, as I should not be responsible for a lengthy claims process for an order I attempted to correct before it was shipped.

I am requesting that corporate review the call notes, timestamps, and actions taken on my order. I would also like a resolution that does not require me to wait months for a refund or attempt to recover a package sent to an incorrect address due to a failure in Build-A-Bear’s internal process.

I am requesting that this matter be escalated and that Build-A-Bear provide a reasonable resolution, whether that involves canceling and refunding the order, replacing the order, or another appropriate solution.

Thank you for your attention to this matter. I look forward to a response from someone who can properly review and resolve this situation.

Sincerely,

Amanda

Commande passée en janvier, jamais livrée. Nombreux mails au service client depuis le mois de février. Ils me promettent un remboursement.
Nous sommes en août, jamais rien vu venir malgré des relances tous les 15 jours.
Arnaque. Escroquerie.
A fuir.

Terrible online experience -- I placed an order but mistyped the address. Immediately contacted Build-a-Bear to ask to edit the address or cancel the order so I can place it correctly. I was told there's nothing I can do and just wait till it is delivered (which it won't be since the address is wrong) and then I can dispute it??

Complete waste of time and resources when they could very easily just cancel the order, but instead they're going to waste resources/money shipping an item that will never be properly delivered, given to the wrong person, or thrown away. Makes zero sense.

This was one of the worst experiences I have ever been through. Some employees are very nice. Others than the employees which don’t really help and don’t help you, I’ve tried to get help with the district manager which was even worse, does not care and does not communicate, and will get random texts which were very rude.?If you want a build a bear good luck and if you want to talk with higher ups. Don’t even try

Schaumburg, Illinois location Woodfield Mall.
Bad experience dont waste your time . Do not recommend going to this location. Enter store no greeting . Two older people at the filling station just give you the side eye. One lady older short hair (must be the manager) was very rude to me and a few younger kids trying to purchase at register. Honestly this lady who should never be working in customer service. Especially in a place where the focus should be on the kids having fun experience. Lady so not friendly and should be fired.

Absolutely shocking service. I ordered my kids 2 hello kitty bears on thr sale, used gift cards to pay and had no issues. I noticed afterwards no email confirmation, no record of sale on my account. Checked the gift cards and they were all empty. Then I had to try get in contact with them, which is not easy as the live chat doesn't work and there's no email. Eventually I got someone whom refunded the gift cards but won't honour the order or the price to reorder. Avoid using this shop, looking at the reviews they do all the time.

I ordered a moodicorn for my gf and put in a lil cute note for her. I even paid next day shipping which of course got delayed. When we got the package it was in poor condition with a tear large enough to see the moodicorn inside, and that cute lil note was printed upside down on the wrong end of the paper (which was also crumbled up a bit) overlapping with the build a bear logo I almost missed it.

My daughter purchased a bear from the stephens green branch and had a horrific experience with the staff including the manager , careless and down right shameful. When recording the voice she was rushed an cast aside because of a que. The staff proceeded to sigh heavily an shake their heads. She was heartbroken as the message she was recording the voice of her recently deceased grandad and the staff deemed it appropriate to rush her out of the shop. Being in the service industry i understand what it's like to deal with a busy environment and ques but your staff need to be performing better customer service because what they see as a simple transaction , actually means the world to someone else . I hope karma takes its course on the staff an they are met with the same treatment on one of their purchases, disgraceful treatment considering the purpose of the bear the staff ought to be ashamed

Had a great experience today in Basingstoke. Jamie, the Manager was amazing, he was polite, attentive and helped me search for an item. He was such a lovely person to talk to and I am so grateful for his time and his help.

It was my first experience with Build a Bear Germany and i'm so delighted with it 🥰 They're a very professional team 🥰 I will gladly enjoy their services again 🥰 Danke Build a Bear 🥰 Greetings from France 🥰 Flore

I ordered a build-a-bear goat with a t shirt online. It came in good time and was very cute. However, the t shirt is cut unevenly and therefore looks awful. I haven’t been able to get them to replace it.

Unfortunately customer care refused to contact the courier company and the courier company refused to discuss my missing parcel with me. Meaning my order is lost and may or may not turn up another day but build a bear won’t contact DPD to find out. Pretty terrible customer service and ridiculously expensive and unreliable shipping.

The stuffy is so ugly it looked like a taxidermy animal. And the voice recording is not audible. Live chat wasted my time and said they would follow up. They didn't. Eventually I chased them and just got the same useless copypaste response they gave before.

Ordered bears in their sale. Due friday. Didnt show. Now tgeyre going back to build a bear who wont resend unless i have second address! I ordered loads from them, all arrive no probs. But one incompetent driver and i dont get my hears!

If I could give 0 stars I would
Ordered a bear with my deceased grandmothers voice for my moms birthday gift
Shipping options showed standard delivery would be here with 11 days, so used that option, got an email confirmation that was 2 weeks passes my moms birthday when I wouldn’t be at the shipping address anymore to even receive it as I am going to a different province for her birthday, contacted “customer support” what a joke. They just kept saying delivery is 1-2 weeks after shipping, could not explain the discrepancy in shipping times and said they cannot make any modifications to my order
So they lied on the website and refused to do anything to help me, the tracking info they gave just says “order processing”
They clearly don’t care about their customers and just want your money, after everytime this agent told me 1-2 weeks after shipping it was can I help with anything else” like no? You didn’t help me with the one thing I’m asking for, had the website shown delivery would have been that far out I would have actually paid to have it shipped sooner 😡

Jeg har d.5 juni bestilt 3 varer. En mini haj, haj bamsen samt et sæt politi tøj til hajen. Pakken bliver leveret d.9 juni, jeg pakker den ud og har modtaget en overfyldt bamse hvor tøjet faktisk ikke passer. Min mini haj er også helt skæv, både måden den er syet og hovedet er deformt.
Jeg sender dem en mail samme dag hvori jeg spørger om jeg kan bytte tøjet i en fysisk butik, da jeg har benyttet mig af 3 for 2 tilbuddet og jo ved returnering faktisk ikke vil få beløbet jeg har betalt tilbage.
De vender hurtigt tilbage i første omgang, de svarer at tøjet passer til hajen og vedhæfter et billede af en bamse som de har givet tøjet på. Jeg svarer retur med det samme og vedhæfter billeder hvor man tydeligt kan se, at sættet altså ikke passer.
Jeg har så her i dag d.18 juni fået endnu et svar, hvor de skriver følgende “ Vores tøj passer til alle vores bamser og det er One Size, så det er sådan at tøjet skal sidde på bamsen.

Men du er mere end velkommen til at returnere tøjet - dog kun online, da det er en onlineordre 😊”

Så altså jeg kan betale for at sende tøjet der har kostet 199kr retur, men kan kun få 70kr for det, så jeg vil ende med 20kr hvis jeg er heldig.

Dette er utrolig dårlig service, hvilket er ærgerligt da jeg ikke før har haft problemer.

Bait and Switch! I tried to order a Build-A-Bear for my child. They’re already expensive, so I was excited when I received an email advertising free shipping and clicked through to the website.
After placing my order, I noticed I had been charged for shipping anyway. I immediately contacted customer service through chat, where I spoke with PAOLA. I was told that the free shipping offer didn’t apply to my item because of the terms and conditions.

I asked for a link to those terms and conditions, and while they sent me a link, they then directed me to the homepage and told me they were there. I searched the homepage from top to bottom and couldn’t find them anywhere. When I explained that I couldn’t locate the terms and asked to speak with a supervisor, the representative simply disconnected the chat instead of helping me.

This was an extremely frustrating experience. Advertising free shipping and then charging shipping without clearly accessible terms feels misleading. Disconnecting the chat when I asked for a supervisor only made the situation worse. Very disappointed.

They take the money from you bank account before you are even done ordering and claim its just a holding, but keep the money, even if the order "fails". SCAM WEBSITE!

My son and I went to build a bear in Cardiff and when we walked in the staff’s was really friendly, caring , polite, understanding, nice, helpful and kind. We both picked our new bears and staff helped us to stuff it and get clothes for my son bear.

I recommend anyone to go build a bear in Cardiff