Build-A-Bear Workshop

Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meWe went back to the store and the children had a wonderful experience! The manager was wonderful about everythingHe apologized for our previous experience and was very sincereToday they sent me a gift card via email that I was not expecting, which was greatThey definitely went above and beyondI appreciate them fixing the experience Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 12, 2016/02/17) */ As of 12/15/- new animals were sent to this guest that could be sent unstuffedPackage was delivered per Fedex on 12/18/per the below tracking http://www.fedex.com/Tracking?action=track&language=english&cntry_code=us&initia...⇄ We have not heard any additional concerns from this guest and believe this situation is resolved [redacted]

We are happy to investigate and reload the gift cards if no purchase was made, however as of today we do not show a record of the gift card numbers being provided This information was requested on 8/by email and again todayOnce we have this information we will review the purchase attempts and reload the gift cards as needed

Initial Business Response / [redacted] (1000, 5, 2016/02/17) */ After reviewing this order - we are issuing a refund in the amount of $back to the original Pay Pal AccountWe recommend contact Pay Pal to inform them that you account was compromised Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/02/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have already taken appropriate action to secure my paypal account

We were unable to reach the Guest by phone but are providing a cash refund of $for the total purchase via check which we communicated to the Guest by emailWe also sent a $e gift card as a goodwill gesture to invite the Guest to return to shop with us again

The issue has been resolved

Our District Manager and Store Manager spoke with [redacted] , inviting her back to the store She came back into the store on 2/27/for a very good visit- she indicated that we had won her back as a customerWe also sent her a $e gift card with our apologies and thanks

To resolve the complaint, Build-A-Bear replaced the original order at no chargeShipping was expedited to a new address in Puerto Rico and received 12/22/in time for Christmas deliveryA refund for the original merchandise order for $to the customer's Visa card (original form of payment) was also processed so the customer was not charged for any of the merchandise received

Initial Business Response / [redacted] (1000, 5, 2015/05/26) */ Our UK Guest Services has assisted this guest and resolved the guest concerns

Complaint: [redacted] I am rejecting this response because: the existence of the policy was denied by Build-A-Bear employees and the casual explanation of regret for the behavior of a single employee is not acceptable as an action to prevent future recurrence of said behavior. Sincerely, [redacted] ***

We apologize for the experience that you had in our store and in regards to our promotion We will be processing a refund for the cost of the sound that was incorrectly communicated as part of the sale We are also following up with additional training for our store team regarding promotions

We apologize for any frustration that has been experiencedWe are happy to offer restuffing free of charge of any Build-A-Bear Workshop furry friend, however we are unable to offer a restuffing service on non Build-A-bear Workshop product This is primarily due to safety testing and quality assurance of an animal that is not oursWe certainly apologize for any lack of folland rude interactions with our team

I filed a previous complaint and was told: MESSAGE FROM BUSINESS: We followed up with [redacted] about her Bonus Club Rewards accountShe explained that she felt she hadn't received the correct number of rewards points for her parties and purchases and had been told conflicting info by Guest Services RepresentativesTo resolve the complaint, in addition to the points added to her account for $in December rewards certificates, we also added another points to generate $in rewards certificates in the month of JanuaryTotal points added were points for $in rewards certificates to satisfy the GuestWe also updated all info in the account and merged her old account with her current oneShe was very happyThey merged my accountThey deleted my contact informationNO name, no number, no address and NO POINTS The CSR can not find my orders nor my pointsI spend over $a year in a birthday party once a year for my daughter and clearly you do not appreciate my businessTO claim you merged and added points that were not added is horrible business practiceNow I am on with Cust Serv for another hour with no resolution and STILL NO POINTSIf you say you are doing something - please do itDo not make promisesIn regards to the last complaint, no one GAVE me anything for freeI was given points I EARNED!!

We’re so sorry that our National Teddy Bear Day friends were sold out in your local storeWhile we’re thrilled to have so many Guests celebrating National Teddy Bear Day with us, however due to the overwhelming response, we were not offering rain checks or additional appeasements for those guests that were not able to make a purchase of these furry friends As we stated in our marketing messages leading up to the event, we were only offering limited quantities for our first annual National Teddy Bear celebration Again, we apologize for any inconvenience this might have caused.Thank you

Initial Business Response / [redacted] (1000, 12, 2016/02/17) */ Guest has been refunded for the $to her American Express for the delays and for the gift not arriving, as well as the additional frustration with not receiving correct or complete information [redacted]