Spent nearly £300 over two orders via their website. This was my first time ordering with Build-a-Bear. When they arrived it was to find the bears just stuffed into two boxes with the various outfits stuffed in the boxes, here, there and everywhere. It was a mess. This isn't what I expected from such a store. All that money and it looked like a box of rubbish someone was going to take the tip! Then I had a problem with bonus points...they never updated. I contacted customer services who told me I had 263 points which would be converted into vouchers. Yet when I looked on my account, only 246 points had been added to my account, which meant I had lost out on a £5 voucher. I contacted customer services again to query this and to complain about the state my order arrived in... Well, what a farce this was!!!! You totally waste your breath with these people! They either don't even bother reading all the email or - as I suspect - just ignore practically everything and give you an answer that doesn't resolve the issue. Several emails were exchanged in a row and each time this person - I don't know if it was male or female as it was a foreign name - failed to address the issues. I even included the email from their colleague that stated I had 263 points NOT 246, yet they totally ignored this and each time just replied with nonsense...and then just stopped replying altogether. So I am out of pocket a £5 voucher and they are refusing to accept this or discuss it. Appalling customer service from start to finish.