Build-A-Bear Workshop, Inc.

We have been in contact with this guest to resolve this matter personally The credit for the gift cards was applied and we are sending this guest free animals in order to bring this issue to final resolution

I spoke with *** *** on 2/23/to address her concerns and apologizeA replacement order at no charge for the stuffed Palomino with vanilla cupcake scent was placed with FedEx day delivery*** let me know that a credit that had been promised had already been processed to her
account around the time she was filing her complaintWe also discussed her other concerns about the website, store closing and the poor customer service she received with my apologies and individual actions to address each issueI thanked her for her feedback and she seemed satisfied with the resolution

We have reached out to this guest to apologize for their most recent experience and believe that we have resolved the complaint to the guest's satisfaction

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI wanted to update you on this caseBuild-A-Bear Workshop has finally followed through with the agreed upon settlementThis case can be updated and closed
Sincerely,
*** ***

Initial Business Response /* (1000, 7, 2015/12/07) */
We have not received Mr***'s return of the recalled productAt this point, we will be sending a certificate for a new animal to Mr*** today as a matter of Guest SatisfactionThis should arrive within 5-Business Days and can be
used for the replacement animal of his daughters choice
Initial Consumer Rebuttal /* (2000, 9, 2015/12/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the businesses responseI returned the recalled product immediately using their label so I have no idea if they received it and it got misplaced or if it got lost in the mail, but thank you for doing what is rightI know my daughter will be happy

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is barely satisfactory to me
I had already submitted the product (the bear) back to the local store for the refund as they requested (since it was there only option at the time for any refund), and since this company response was over days from when I originally contacted them, it didn't help the situationThe company did nothing other than the bare minimum that was required of them and I can accept that.There is no further action needed, and I will just recommend or use them furtherThank you for the assistance.Sincerely,
*** ***

Initial Business Response /* (1000, 7, 2016/01/22) */
We are very sorry to hear about your disappointing experiencePlease check your email (most likely your promotions inbox) for a update from us
Initial Consumer Rebuttal /* (3000, 9, 2016/01/27) */
(The consumer indicated he/she DID NOT
accept the response from the business.)
dollars when I ended up spending almost when I was promised more and was treated like absolute garbage does not work for memy daughter deserves better after her experiencecheap company

We followed up with *** 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 happy

The promised resolution includes both a refund for the sound including tax and a $gift card for guest satisfaction

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

Initial Business Response /* (1000, 10, 2016/02/18) */
We apologize for the delays and breakdown in communication and customer serviceA replacement light saber was due to be sent to you in December when you originally contacted us but as you know unfortunately that was not properly sentWe
have worked with our fulfillment team to send a new light saber that should arrive by end of weekAdditionally we have sent an email to you with some additional compensation for the frustration

We are sending a Belle bear with yellow gown and a Beast stuffed animal with costume from the movie "Beauty and the Beast" to *** *** as a goodwill gesture and apology for the difficulty with her shopping certificatesThe "furry friends" are complimentary- no charge to the
customer

Initial Business Response /* (1000, 12, 2016/02/17) */
Order was successfully delivered to this guest on 12/19/Below is the tracking information that was provided to the guest
https://www.fedex.com/apps/fedextrack/?action=track&action=track&language=englis...⇄ /> *** ***

We have assigned this complaint and guest to one of our Team Leads to resolve her issues We have contacted her via email and feel confident that this will be resolved immediately

The Harley Quinn comic book had very limited quantities and sold out very quicklyUnfortunately, there were no more comic books available so we were not able to provide one to the customerWe sent a $e gift card to the customer as a goodwill gesture and apology to offset the value of the Harley
Quinn bear

A full refund was issued for *** ***'s orderHe originally received a partial refund for the accessories only that he did not receiveAs an accommodation, we also refunded the balance of the order, an additional refund of $29.83, for merchandise that he did receive, the Beast stuffed
animal. A complete refund has been issued for the full order- we are not requesting that he return the Beast stuffed animalHe will be able to keep the Beast free of charge

I submitted a complaint yesterday and today I received the item I ordered overnighted to me todayWhile the company never told me they were sending it and has yet to respond to my emails, I would consider this issue resolvedIs it possible to go ahead and close my ticket?

Initial Business Response /* (1000, 12, 2016/02/17) */
Guest was refunded for the gift card in the amount of $back to her Visa card on 12/18/
*** ***

Unfortunately, the address on the order defaulted to the address the customer had on file with ***, her form of paymentThe order was shipped to an incorrect address, but recoveredI spoke with the customer personally with many apologiesWe sent the customer a $e gift card as a
goodwill gesture with our apologies*** ***

To accommodate the Guest's concerns, we are honoring their requests as submittedTheir *** account will be credited for $to accommodate the coupon that was not acceptedWe are sending 2- $egiftcards as a goodwill gestureAlso, Pokémon cards and cub condo boxes are being sent to
the GuestsWe appreciated being given the opportunity to resolve the complaint