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

I made a purchase on the Build-A-Bear website as a guest without creating an account. I bought a Darth Vader and a Stormtrooper for my girlfriend for Christmas. However, I forgot my order number and made a mistake with my email address during checkout. As a result, I have not been receiving any emails regarding my order. Is there a way for me to retrieve my order number? Also, I'd like to provide the correct email address to ensure I receive updates on the delivery of the package.

Hello, I have been a devoted customer of Build-A-Bear Workshop for many years. I wanted to take advantage of your Black Friday buy one get one free offer online since I was working on both Thursday night and all day Friday, making it impossible for me to visit a store. I attempted numerous times over the two days to purchase the Grinch and Max for the deal and was also planning to buy the Peppermint Bear. Unfortunately, each time I tried, your website froze and failed to process my order. I attempted refreshing the page, re-entering my information, and logging in and out repeatedly from Thursday through to Friday until after midnight when the promotion ended. I am disappointed that I missed out on this opportunity, especially since it was intended to be part of my one-year-old son's Christmas present. I would appreciate any assistance you can provide. Thank you.

I recently watched the episode of Build a Bear Company on Undercover Boss, and I was truly impressed by the whole experience they offer to customers. However, when my 25-year-old son visited the store in Sioux Falls, SD before Christmas to buy a bear for his daughter, he didn't get the full Build a Bear experience. He chose a pink bear with an outfit and a brown bear with a Batgirl outfit, but wasn't informed about the stuffing process. Only after another shopper explained it to him did he realize. Unfortunately, he didn't receive the birth certificate, a home box, or the option to record a message as mentioned on the show. Despite the holiday rush, I believe the store should uphold the standards demonstrated on television. I felt let down by this representation and wanted to share my experience. Thank you, Jolene Lind.

I waited in line all morning with my 3-year-old son and my friend's 7-year-old son for Pay Your Age Day at Build-A-Bear. Despite the store shutting down due to the crowd, now offering $15 off vouchers, my son was disappointed as he was looking forward to this special day. My friend and I were both hoping to pay the age of our children for a bear each. The event was widely advertised on social media like Facebook, but it seems the availability of bears wasn't planned well for the turnout. I believe the kids should be able to pick a bear of their choice, even if it's not in stock, and have it shipped to us later. This situation is frustrating!

I got to the Build-A-Bear Workshop in Orlando at 9:00, even though they were supposed to open at 10:00, to avail of the "pay your age" deal. The store got so crowded with people wanting to join the promotion that they had to stop letting customers in and started handing out vouchers to those already in line. While the voucher idea was smart, it's disappointing that it's only for $15 off instead of a "pay your age" voucher. This feels unjust as I might end up paying more than $2 for the bear my child wants. Despite being there with my three kids, I only received two vouchers because the mall was so busy.

I am unsure of the situation, but I believe more consideration should be given when advertising. While waiting in line at the RI mall, we were informed that they could no longer accommodate us. As a working mom of 6, this news was extremely disappointing, especially for my excited kids. Many children, not just mine, expressed their disappointment with tears as I bought ice cream for 13 kids who were upset. It was a big letdown for us, as this event is a summer highlight that we cherish. I hope this issue is addressed. Despite this, we still enjoy Build-A-Bear, but the stress and disappointment linger. Thank you, Bobbihean Rose.

The Pay Your Age event at Build-A-Bear was a great idea, but the experience at Rivertown Mall in Grandville, Michigan, was disappointing. The lines were extremely long, stretching around the inside of the mall. Even requesting an unstuffed bear required waiting in the same lengthy line. The store opened at 9:00 am, and some customers had been waiting since 6:00 am. Although a $15 off coupon was offered, it had to be printed elsewhere in the mall where there were no Build-A-Bear staff present. Unfortunately, we had to leave without fulfilling our grandchildren's wishes. I would appreciate receiving the coupons via email. The demand seemed overwhelming for the staff at the store, as many people were eager to participate in this special promotion.

I am disappointed that the Pay Your Age event at Build-A-Bear Workshop was canceled only two hours into the sale. It was the only chance for my five nieces to experience your workshop. As a single mother, your regular prices make it impossible for me to bring all my children at once to build their own bears. My girls, aged 2-8, were eagerly anticipating this event all week. They were heartbroken when we learned they couldn't participate. I suggest you look into trauma-informed care. While I recognize the unexpected high turnout led to the cancellation, children may not understand this. As their aunt, I wanted you to understand the emotional impact of this situation on my nieces.

I received an email about the Build-A-Bear special for Pay Your Age Day on July 12, [redacted]. My kids were thrilled all week and we headed to the store today. Despite the long line, we patiently waited, only to be informed later that the line was closed. They offered me a $15 discount, but with four kids, it wasn't enough. When I asked for a coupon for each child, I was told only one per household rudely. Disappointed, we left with four unhappy kids and wasted time. We enjoy visiting Build-A-Bear, but today's experience was disheartening. I hope this issue can be addressed so we can visit your stores again without any problems.

The Build-A-Bear "Pay Your Age" event today left me and my kids disappointed. Upon arrival, we encountered hundreds of people in line, only to be cut off due to capacity issues. The staff began distributing vouchers, but the wait was so long that we would have to return the next day just to receive one. The voucher supposedly offered $15 off an animal, making the promotion less appealing as my kids would end up paying more than their age. In my opinion, Build-A-Bear was very unprepared for the event, which is a shame considering our frequent visits and membership. Now, I'm reconsidering spending more money there. Best, M. C.

I would like to discuss the pay your age event held today with someone from corporate. My children are very disappointed by the experience at Penn Square Mall. Despite waiting for 7 hours and almost securing a bear, certain situations were mishandled by Build-A-Bear management. Complaints were made to management, but they did not address the issues. An unfair incident occurred where someone at the back of the line was given a sticker and allowed to cut in front, witnessed by security and other customers. Additionally, a volunteer was allowed to mislead us about guaranteeing a bear, leading to an extra 3-hour wait only to be told there were no bears left. The manager admitted he allowed a non-employee to assist, who then prioritized certain children unfairly, leaving many disappointed kids, including my own, without a bear. The mismanagement and lack of preparation at the event were a letdown to many families.

Today, I attended the Pay Your Age event with my 9-month-old to get his first Build-A-Bear after taking a day off. Despite waiting in line for 45 minutes, I was informed there wasn't enough stock and I couldn't enter. The line was long, and the sudden turn away was confusing. Security suggested obtaining a voucher for a later visit, but customer service denied offering vouchers and only gave me a $10 coupon instead. The lack of transparency regarding limited quantities for this event is frustrating. I had devoted time and effort to this only to be let down. I wish to receive a voucher for the promotion I missed out on to compensate for my wasted time and holiday. If the company fails to rectify this situation, I won't support them anymore. Clear communication is essential, and not honoring the deal as advertised is misleading to customers who attended with anticipation.

I have a one-year-old daughter and as I am getting ready to leave for the army, I wanted to take advantage of the promotion on July 12th to create a personalized gift for her. Unfortunately, I was turned away due to long lines and offered $15 off my next visit instead. I am frustrated because I would have been willing to wait and this opportunity means a lot to me, especially before my deployment. It would have meant so much to be able to create something special for my daughter. I feel disappointed that the promotion was limited to just one day, as many of us have busy schedules. Getting only $15 off as compensation does not compare to the original offer. I really wanted to give my daughter the best gift possible without breaking the bank, and this promotion would have been perfect for that.

I have been trying to contact the York corporate office all afternoon regarding an issue with the Build-A-Bear promotion. The lines were long in Beavercreek, and we were treated rudely and told to leave due to the long wait causing potential issues. My grandson missed out on the deal, and I am upset. I would like to know what will be done to compensate the children who were unable to participate. I waited in line for about 3 hours with no resolution. I am frustrated and seek a response via email or phone. I hope there can be a resolution for this unfortunate situation, as it was distressing to see the children upset. Thank you for addressing this matter.

I was excited for the "Pay Your Age" event happening today and planned to take my 7-year-old niece to Build-A-Bear after summer camp. However, upon arriving at 6:45 pm, 3 hours before closing time, we were devastated to find the store closed due to an early shutdown call. I value the time I spend with my nieces, and this was meant to be a special bonding moment for us. Seeing her tear up was heartbreaking, and I'm disappointed that the organization let us down. I comforted her by promising a future visit, but her disappointment was evident. I kindly request a courtesy day for our return to make up for this experience.

Hello, I am reaching out about the experience my sister and I had at the Build-A-Bear Workshop in Aurora, IL on July 12th. It was our first visit, and we arrived at 10:20am. The line was long, and around 11am, they cut it five families behind us. We waited for over 7 hours with our toddlers, hoping for some resolution. The manager, Juan, was kind but as closing time approached, there was confusion regarding the advertised raincheck offer. Many of us were disappointed as we didn't receive clear information about what would happen. Despite receiving a $15 coupon, it was disheartening not to fulfill our children's wishes due to cost constraints. We hope to visit again and appreciate any assistance. Thank you for your attention. Sincerely, Betty Garcia

I was very excited to participate in the Pay Your Age event at Build-A-Bear today. I had planned to take my *-year-old niece after her summer camp. Unfortunately, when we arrived at the store at *:** p.m., we were shocked to find it closed (* hours early) due to unforeseen circumstances. I cherish the time I spend with my nieces, and this was supposed to be a special bonding moment for us. It was heartbreaking to see her upset. I reassured her we would come back another day, but her disappointment was evident. I hope that Build-A-Bear Workshop, Inc. can offer us a courtesy visit to make up for this missed opportunity. I trust that they will find a fair resolution to this situation.

I visited the Fox Valley Mall location in Aurora, Illinois for Pay Your Age Day. I arrived at 9am and found a large line. By 11am, people were told the line was being reduced due to mall capacity. Though I wasn't cut off, I waited with my children, aged 8 and 10. While in line, we saw Juan, the Assistant Store Manager, who kept us informed. The issue was understaffing, not lack of products. The demand was overwhelming, and it would have been better to hold the event another day and offer only skins for purchase to accommodate all customers. Despite the long wait, everyone remained patient. Sadly, even though we were near the entrance, about 30 children, including mine, were denied entry. We only wanted to buy the skin. The staff inside seemed indifferent. A raincheck for the promotion or a specific deal for those who waited so long would be appropriate. I expect a prompt response with a satisfactory resolution, as we wanted the deal we patiently waited for, not just a discount.

Thank you for the response. I want to address the following issues: 1) Upon arrival at the mall, security prevented us from joining the line due to safety concerns. Since we couldn't even line up, how were we to receive a voucher for waiting? 2) The $15 online voucher doesn't seem adequate for two young kids. How can this compensate for missing out on yesterday's promotion? 3) My kids were disappointed as we had planned a day at BAB, including lunch. They didn't understand why they couldn't get what they wanted, especially my youngest who wanted a shark. 4) Considering the disappointment caused, I hope there can be some compensation offered to my grandchildren that can be used for online purchases, given my disability limits my ability to visit malls easily. 5) The promotion was a great idea, but there should be better crowd control measures in place. It might help to consider offering a limited selection of animals annually or having separate lines for different types of customers. Looking forward to your response, Laura E. [redacted] [redacted]

On "Pay Your Age" day, we excitedly used our coupons at the San Tan Mall Build-A-Bear on 07/24/[redacted], where our kids chose stuffed animals. The store had a limited selection, including Star Wars, Pokemon, bears, and a shark. The boys picked a shark, but when we tried to use our coupons, we were told they were not valid for the sharks due to Shark Week. Disappointed that this information was not communicated beforehand, we were stuck with the more expensive items. Despite understanding the employees were following rules, it was frustrating to discover this limitation only during checkout. Clarity on excluded items would prevent customers from unexpected high expenses in the future.