Build-A-Bear — Local services in Coralville

I placed an order on Saturday for a limited item that finally came back in stock. I have been watching for it to come back in stock as it sold out very quickly the first time. I never received an confirmation email confirming my order (FAQ on website said it would come through to my email within an hour) but I did receive a confirmation order on screen and money was taken from my account. I screenshotted the order number which I am thankful I did. I tried to contact someone over the weekend but they were closed.

I spent hours online with their Customer Service Chat first thing this morning and called Customer Service only to be told that their website overloaded with orders over the weekend or something so it "glitched". So yes, they took my payment but the order "failed" and never went through. Their only solution was to cancel the failed order and refund me the money, which will take 7 - 10 business days to return to my bank account. But at that point, the limited edition item will be likely out of stock and gone as it has gone out of stock multiple times already. When I brought up this point several times, their solution was for me to place another order in the meantime and my refund will go back to my card in 7 to 10 business days. I had to save up for that item, I don't have enough money to just place a 2nd order in hopes it goes through this time on a whim.

I implored for help from management but their solution was to wait 7 to 10 business days for the refund to come through and I can "hopefully" place my order for the item. That does not solve my issue. I placed my order, I provided my payment. It is not my issue that the website failed and didn't submit my order correctly. I wanted my limited edition item and can't just shell out another wad of money to pay for a 2nd order in hopes it'll complete this time. I am extremely upset with how they handled the situation and their refusal to try to solve the problem. I do not recommend this company and will no longer support...

I have never been to build a bear. We were at Coral Ridge Mall for another event, so we decided to stop in for my daughter's first birthday bear. I told the girl working there that is what we came for when she asked. She then proceeded to tell me to go ahead and pick a bear, so she picked a kitty. She even upsold me a vibrating heart. Which I asked and it was $6 extra which was fine, as I expected we were getting the kitty bear for $1 as advertised. The other kiddos helped fill the bear and then we proceed to check out. The girl continued to pull down her face mask, which I dont even understand why youre wearing one at that point? When we got the register the total came to $28 something so I reminded the cashier that this was a birthday bear and I thought it was $1 for her first birthday. She proceeded to tell me that was only a specific bear and the first girl working should have told me that. Not wanting to cause a scene with my 3 children, I paid the ridiculous $28 for a stuffed kitty. What I wanted to say was this place is an absolute scam. I have never been to a build a bear location and I expect the employees to know what they're doing. Rather than get me all the way to the register before telling me the bear we just stuffed was not the one we could pick when she told us to pick whatever. Needless to say I will not be back, and I will be sure to spread the word to everyone I know that this place is...

Super inefficient staff at this store during a day with complete chaos. If the solution is to offer everyone a voucher, then make an announcement to the group, hand out the vouchers, and get on with it so parents and their kids can get on with their day as well. Tell everyone the same information at the same time. The staff was very poor at executing and this process (meeting with each person individually and striking up a conversation) and clearly unorganized. Poorly thought out process, and solution from corporate all the way...