Ron J.

I ordered a limited edition bear from the American website, as the bear was unavailable in Australia. The bear was not packaged properly for international postage. The bear was placed loosely in a box and so when it arrived, it looked like it had been through the wringer. I contacted Build-A-Bear and was told they would only refund the cost of the bear if I posted the bear back to them. I explained that was not viable as postage was expensive and I would be out of pocket, even after a full refund. I emailed several times and was told the same thing. Build-A-Bear then emailed me a free postage label, but that was useless as it was only valid for postage in the USA. All I wanted was a partial refund to cover the cost of having the bear fixed so that it would be presentable. Build-A-Bear is now not responding to my emails. Build-A-Bear was at fault because they failed to package the bear securely. I would highly recommend not dealing with this company.

Even though the packages were labeled with the correct delivery address, the delivery company lost the packages.

I immediately contacted Zavvi, and provided documentation from the delivery company where they admitted they were at fault. Zavvi made me wait almost two months, stating they were conducting their own investigation. Which I can't understand since the delivery company admitted fault. Zavvi even made me complete a declaration stating I didn't receive the items.

After contacting Zavvi multiple times, via their online message service, I was finally offered a refund or replacement. I requested a refund, but to only be sent a message that the products were going to be replaced and sent out to me. Not what I asked for. Again, I messaged Zavvi, requesting a refund as per my request, where they stated the items were in the dispatch process and cannot be cancelled and if I want to return the items I have to pay for postage and insurance.

Truly poor customer service.