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  • Stephanie (store manager) had the worst customer service. She doesn't follow the store return/exchange policy, she makes her own store policy. She said, "I can't accept any exchange or return if your child personally made the stuff animal and played with it, then suddenly change mind to another stuff animal. We don't follow the return policy that's written on the back of receipt." I insisted that it is written on the back of the receipt that you can return or exchange within 90 days as long as you have the receipt. To make the story short, she didn't accept my return/exchange, and so I called the build a bear customer service and verified the store return/exchange policy with Emily (customer service). She said that you can return or exchange the stuff animal no matter what the reason was as long as it is within 90 days and you have the receipt. I am so disappointed with Stephanie because she was entitled as a manager, but doesn't know their own return/exchange policy. She needs to be trained again! Also, she made my daughter cry.
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