Build-A-Bear Workshop, Inc.

Initial Business Response /* (1000, 7, 2016/01/22) */
On December 29, 2015, select transactions at Build-A-Bear Workshop stores were affected by an isolated credit-card vendor processing issue that resulted in some Guests being charged twice. We worked with the credit card company, and all refunds...

were processed on 1/6. We apologize for your experience and have fully refund the duplicate charge.

[redacted]'s account wasn't actually charged three times, however, there were pending charges that appeared for a short period of time. Only one charge was actually processed on the account. We also sent a $25 e gift card as an apology and goodwill gesture.

The issue has been resolved.

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 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 8/3 by email and again today. Once we have this information we will review the purchase attempts...

and reload the gift cards as needed.

Complaint: [redacted]
I am rejecting this response because: According to communication with Build-A-Bear, they said they would be processing a refund for the sound and also sending out a giftcard for $25.00. I do not see the giftcard included in the response here. Please advise.
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]

To resolve the complaint, Build-A-Bear replaced the original order at no charge. Shipping was expedited to a new address in Puerto Rico and received 12/22/16 in time for Christmas delivery. A refund for the original merchandise order for $59.40 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 /* (1000, 12, 2016/02/17) */
As of 12/15/2015 - 2 new animals were sent to this guest that could be sent unstuffed. Package was delivered per Fedex on 12/18/15 per the below...

tracking.
http://www.fedex.com/Tracking?action=track&language=english&cntry_code=u...⇄ /> We have not heard any additional concerns from this guest and believe this situation is resolved.
[redacted]

We’re so sorry that our National Teddy Bear Day friends were sold out in your local store. While 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

I filed a previous complaint and was told: MESSAGE FROM BUSINESS: We followed up with [redacted] about her Bonus Club Rewards account. She 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 Representatives. To resolve the complaint, in addition to the 300 points added to her account for $30 in December rewards certificates, we also added another 200 points to generate $20 in rewards certificates in the month of January. Total points added were 500 points for $50 in rewards certificates to satisfy the Guest. We also updated all info in the account and merged her old account with her current one. She was very happy. They merged my account. They deleted my contact information. NO name, no number, no address and NO POINTS The CSR can not find my orders nor my points. I spend over $600 a year in a birthday party once a year for my daughter and clearly you do not appreciate my business. TO claim you merged and added points that were not added is horrible business practice. Now I am on with Cust Serv for another hour with no resolution and STILL NO POINTSIf you say you are doing something - please do it. Do not make false promises. In regards to the last complaint, no one GAVE me anything for free. I was given points I EARNED!!

Guest will be sending her bear to our Bear Hospital for repair and we have offered a full refund for the bear.

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.

Initial Business Response /* (1000, 12, 2016/02/17) */
Guest has been refunded for the $48.36 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]

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]

Our District Manager and Store Manager spoke with [redacted], inviting her back to the store She came back into the store on 2/27/17 for a very good visit- she indicated that we had won her back as a customer. We also sent her a $50 e gift card with our apologies and thanks.

We spoke with [redacted] about her latest complaint. Her account has been updated and has current information. She did not receive the certificates issued to her in December, so those are being reissued to her via email. We also sent a $50 ecard as an apology and goodwill gesture.

We were unable to reach the Guest by phone but are providing a cash refund of $54.00 for the total purchase via check which we communicated to the Guest by email. We also sent a $50 e gift card as a goodwill gesture to invite the Guest to return to shop with us again.

Initial Business Response /* (1000, 5, 2016/02/17) */
After reviewing this order - we are issuing a refund in the amount of $35.70 back to the original Pay Pal Account. We recommend contact Pay Pal to inform them that you account was compromised.
Initial Consumer Rebuttal /* (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.

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]