Extremely Disappointing Build-A-Bear Experience at Ushaka - Failure to Deliver Promised Service

I am writing to express my extreme dissatisfaction with the service received at the Build-A-Bear Workshop located in Ushaka, Durban, on April 3rd, 2025. I took my almost two-year-old daughter for her first Build-A-Bear experience, with the intention of creating a special and memorable occasion.

Upon entering the store, I explicitly requested from the staff member serving us that we receive the 'full experience,' including the storytelling, documentation, and the presentation box, as is standard with the Build-A-Bear process. The staff member assured me that this would be provided.

However, the service we received was far from the promised experience. After my daughter selected her bear and we completed the recording, the staff member proceeded to stuff the bear and immediately moved to the till, bypassing all the promised elements of the Build-A-Bear experience.

When I inquired about the missing story, box, and documentation, I was informed that 'they don't do that here' and that I would have to go to another location. This response was unacceptable and caused significant disappointment, especially for my daughter, whose first Build-A-Bear experience was ruined.

The customer service response I received via email, while acknowledging the error, did not adequately address the failure to deliver the promised service. I requested that someone in the Durban area provide the full experience before we left the area, but this also did not happen. I am very upset about the lack of accountability and the poor customer care received.