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I got overcharged $5 for the error occurred at the Southcenter, Tukwila WA location. Instead of admi

I got overcharged $5 for the error occurred at the Southcenter, Tukwila WA location. Instead of admitting the error, the cashier simply told me to get assistance from online customer service. I asked for the manager to go over the receipt with me but the staff refused to get the manager or there is no manager on a Sunday busy day. I reached out to the chat representative. Instead of going over the receipt to try to figure out with me why there is an extra $5 overcharged, she simply said: "I don't see anything wrong. I recommend to go back to the store and speak to someone at the store."

I email the guest service and they find out the error but refused to refund me the $5 overcharged even though they knew where the error was. The email simply told me to go back to the store and have the manager deal with your problem.

This is the type of company that families with children supposed to trust but when an error was presented, they could have resolved it easily by either refund me directly or add $5 credit to my account. Simple as that. But since the training and management is soooo messed up at Build-a-Bear corporation, the representatives have no CLUE how to resolve issues. Guest service department is USELESS pretty much. To reduce their stress, they would simply send you back to where the problem started. This company is HOPELESS!

Here's the mail received:

Build a Bear US Guest Services
5:45 PM (12 minutes ago)
to me

Hello Kany,

Thank you for reaching out to Build-A-Bear and for being our Guest! We apologize for all the inconvenience this may have caused

We are sorry to know this kind of event; this is not the kind of experience we want to our Guest. It appears that when you "added" the $5 promotional gift card, it was added as an item to be purchased rather than a discount applied. Adding $5 to that $33.06 estimate you had would bring the total closer to the $38.06 you are seeing.

We kindly suggest that you please visit the store again to speak with the management team directly. We recommend letting them know about this specific point of concern so the manager can review the transaction in person and provide the best possible assistance.

If we can be of further assistance or answer any additional questions, you may reach us directly with the information below.

For Guests in the US or Canada:

Toll-free phone: (877) 789-2327

Monday - Friday: 7 AM to 5 PM CST
Saturday and Sunday: 9 AM to 3 PM CST

Bear hugs!
Roberto R.
Guest Experience Representative.

Date of experience: Mar 08, 2026