Review Time
Extremely disappointing customer service. I need to cancel an order as it won't arrive in time for the holiday, and I can find the items I need elsewhere to avoid disappointing my child. The order hasn't been processed, paid for, or shipped, and it's been five days. I spoke to an online agent who said it couldn't be cancelled. Then, a phone agent claimed it couldn't be cancelled because it had shipped, yet I haven't paid for it (the payment hasn't been processed). He mentioned it was shipped but also said the last update he had was on the day I placed the order. I requested a tracking number by the end of the day but haven't received one and was abruptly cut off during an online chat without any resolution. I strongly advise against ordering online from this service. Absolutely unacceptable.
Disappointing experience from start to finish. I was lucky enough to get an order in for the emo axolotl before they sold out. However I didn’t receive any order confirmation from BAB. I set up a BAB account hoping it would make my order appear but it didn’t. I contacted them via their form the next day and then called their helpline. I’m reluctant to say this but the person on the helpline was extremely difficult to understand which made the whole experience so much harder. I managed to get confirmation that my order had been accepted and she gave me my order number and assured me dispatch and tracking emails would follow. I kept trying to check my order status with the number they gave me but the page just did nothing after clicking submit.I waited but didn’t receive anything except the delayed responses to my original question from before I called. I ended up replying to one of these emails asking for an update. No reply. Today (Friday) I received an email from DPD regarding a totally different parcel. When I clicked on the tracking for that one, I was able to see my history in the app and saw that my BAB parcel was on there and said it was delivered on the Tuesday! I saw a photo and my heart sank. It had been left in the back garden, which would be fine, if we knew it was out there and were able to get it promptly. We had no idea it was out there as we’d had no communication whatsoever. Not from DPD and not from BAB. So it was left for days in the rain. I messaged DPD to ask why they never alerted me to my parcel and unfortunately was only able to get the bot responses BUT it did confirm that if they haven’t sent an email it’s because the sender didn’t pass that detail on. The fact that I had no order confirmation, no dispatch email, tracking or even delivered notification from BAB, says to me that it was the case and entirely BAB’s fault. As you can imagine the parcel was soaked through. The cardboard box tore as it was lifted and the toys inside were soaked through. All the tags, certificates were mush. I called the BAB helpline and unfortunately spoke to the same lady as before and tried to relay all the info as clearly as I could. It was a very frustrating phone call as she didn’t seem to understand what I meant at all and I struggled to make out what she was saying. Eventually we got there and she offered me a £5 gift card for each toy. Frustrated at the lack of explanation as to why I never got any emails from them and disappointed with their lack of care, I told them I had no intention of ever buying from them again and just wanted to be properly compensated. She said I would have to return the parcel. Apart from the fact the parcel is mush and the contents heavy with wet - these items are now totally sold out! So completely irreplaceable. I’m ok with trying to wash and dry them and hopefully they come out ok but they won’t ever be as good as new again.I don’t understand how the online side of this company is so bad when the shops are a such pleasure to deal with. I’ll be happy to change this review if they do reach out and make this right but as it stands I cannot recommend buying from them online.
Absolutely terrible customer service. I need an order cancelled as it will not arrive on time for Christmas and I can get then items I need elsewhere so my daughter is not disappointed by Santa. The order has not processed, paid for or shipped and it has been 5 days. I spoke to an agent online that said it could not be cancelled. The agent on the phone said it could not be cancelled because the order has been shipped….yet I have not paid for the order yet (payment has not been processed or gone through). Therefore it has not been shipped. He said it’s been shipped buy also said the last update he had was on the day I placed the order. I demanded a tracking number by the end of today and have not received one and was also cut off of an online chat with an agent without resolution. Do NOT order online from build a bear US. Absolutely horrendous.
When you ask for an item to be delivered to your property, you expect it to arrive, unless there are circumstances that doesn’t warrant it. Waiting for a giant plush toy to turn up, and it’s been sent to a store, with a pickup box. I don’t recall, asking for this!! Shipping fees and delivery costs, don’t seem to matter. Won’t use them again!!!
Refuse to honour their own gift vouchers! My 3 kids under 10 attended with their Xmas present vouchers to build bears, only to be told by staff that 1 of the vouchers was a “web only voucher” that was unable to be used in store whatsoever. All vouchers were purchased as gifts online. Staff offered no solution, other than to pay cash and purchase an in-store voucher online, using the web store voucher (!!!) and wait a week for postage (!!), with crying children who had already been assisted to build-a-bear. I am now still waiting 2 weeks later for a voucher I will have to try and sell. No response from head office via email. Staff more than helpful with kids until they raised the issue, then became totally dismissive. Reported to ACCC seeking advice.
Terrible service. I've been waiting for an online order only to be told that it was 'delivered' on 17 Nov. My Ring doorbell footage says otherwise and 2 online agents could not tell me that the parcel number doesn't work on the DPD website if you use a mobile. I was rudely told to raise a complaint with DPD and then send a screenshot of the response. As there isn't a contact email or message services for DPD, I don't know how I can achieve this so I'm now out of pocket and it isn't an insignificant amount either. The 2nd agent closed the chat while I was typing!! This is the last time I use Build-a-Bear, awful awful customer service and I'm so sad that I didn't get the item I wanted.
Utterly shocking customer service, ordered online 4 days later after calling up advised that my order had failed ? But in the words of the advisor “no worries” kept saying it over and over again, obviously just reading of a prompt sheet, shame on you BAB terrible customer service, very very reluctant to use again
I purchased Harry Potter Slytherin bear from the Build A Bear shop in Oxford Street for my great niece. On the way home in the train I discovered that I have been charged for 2 Light Up Wands at £10.00 each. I bought 1. Upon returning home I called the number on the receipt and was referred to customer services. After a call of some 45 minutes during which I sent them a copy of the receipt. I was told that I would receive my £10.00 refund. Subsequently I received an email saying I had not provided sufficient evidence to justify a refund. These people seem to use any excuse they can to avoid paying a refund. They appear to be greedy and money grabbing. I am very disappointed with them.
Edit: Returned it 2 days after I posted this and returned both bears and re bought the exact same bear, even managed to use a £5 discount code.Nightmare return process. I bought a 2 bears with one on sale for £12 and some clothes to go with, as well as two bags to go with. In the end I didn’t want the second bear or its clothes and bag. So I went to return mind I don’t have a car and I am a uni student and I have around a 30+ min walk to the shop. Anyway I bring the bear, the clothes, the bag and the receipt and when I get there I’m told the bag can’t be returned as it has no label. Mind you I never touched any of the labels and even on my second bag that didn’t come with a label. So that’s annoying. Returning the clothes was fine. But I was then told I can’t return the bear without the other one as it was on sale. I already knew this bear was the cheaper one. Mind you I don’t want to return that first bear as it is a gift. I’m not letting them make me keep this return. So I guess I have to bring both bears return both and then buy back the one I wanted to keep… STUPID!!! This is very stressful and ruined what was meant to be a sentimental gift…
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Create your very own Teddy Bear and other stuffed animals at the Build-A-Bear Workshop! You can choose, stuff, stitch, fluff and dress your new furry friend. Each Teddy Bear and stuffed animal will have it's very own heart inside and is shipped in our exclusive Cub Condo. 10/31/2009 10:47:56 AM
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