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Complaint Details
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Initial Complaint
07/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My return was received on June 13th it should not take them 10 days to return my money back to me when it took them 1 day to take my money out of my account!
Business response
07/22/2024
Hello -
Thank you for reaching out.
I have confirmed a refund was processed on 6/19/24 and accepted by your financial institution. Please reach out should you have any additional questions or concerns directly to our customer service team.
Email: ***************************
Toll-free number: 1-888-565-PUMA (7862), 7AM MIDNIGHT EST, 7 days a weekBest,
**************
Initial Complaint
06/28/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On May 27th, I went to outlets far from my home. I bought a pair of sneakers here for $85.06 and didn't wear them until last week. As I walked in them, there was a little pinch in the left side poking into my foot. A few hours in, the left shoe started to squeak and so I called Puma and was told to send an email with pictures and that my credit card statement would work as proof of purchase,. I did this and then proceeded to get the run around. At first they gave me suggestions of how to get rid of the squeak by removing the soles and putting in baby powder. This didn't resolve the pinch on the left side and I didn't feel I should have to perform maintenance on a brand new pair of very expensive shoes. So then for the second time they told me to go back to the store and I reminded them that I had already told them this was not an option. I was asking for either a replacement pair or a refund and I would be happy to send them back the old ones. They denied me again. At this time I asked that someone call me since this was all by email. Someone called and told me again I had to go back to the store to return and said I could only get a refund if the damage was due to wear and tear but not for a defective product? At this point I started to get frustrated and upset and told the person I felt he was just making excuses at this point and giving me bogus reasons why I couldn't get a refund. So I asked to speak to a manager. She was also no help and her story changed to they couldn't refund me because I didn't have the itemized receipt. And that even if I did have it, I wouldn't get a refund, I would get a store credit. The store itself does not pick up their phone so I can't request a copy of my receipt. I am very frustrated at this point because it seems they do everything in their power to not refund customers for defective products. I used to love Puma but I will no longer shop with them if they don't make this right.Customer response
07/09/2024
I have not heard from the business in response to my complaint. Very sad that I will no longer be buying Puma products because in general I like their stuff but I refuse to support a company that is so blatantly horrible to their customers. I want to work with companies who appreciate and value their customers and there are plenty of those around. The greed in this world makes me kinda sad. Do better Puma.Business response
07/10/2024
Hello -
Thank you for reaching out to PUMA via the Better Business Bureau.
I have confirmed that at this time a refund has been issued to your original form of payment. You should be receiving an email with confirmation shortly. Should you have any future questions or concerns. Please do not hesitate to reach out to our customer service team.
Best,
****************
Customer response
07/15/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*******************************Initial Complaint
06/19/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I purchased puma ignite golf shoes which turned out to be a terrible decision. After attempting to break them in I decided to wear them while golfing 18 holes. I often walk 18 holes and have no issue. But my decision to wear these shoes that day turned out to be a bad one. I was left with the worst blisters on my heal that I have never seen or dealt with anything like all because of the very poor shoes I wasted money on. The first thing I did when I got home was throw the very new shoes into the trash. I have been unable to work out for 3 days and have had to spend an additional 30 dollars on special blister band aids and care.Customer response
06/30/2024
I have not heard from the business in response to my complaint.Business response
07/02/2024
Hello -
Thank you for reaching out. Unfortunately, we are unable to assist with your request as this is for Cobra Puma Golf. Please open a case directly with them for further assistance. If we are mistaken and you purchased your shoes from PUMA.COM please reach out to our customer service team for further assistance.
Initial Complaint
05/28/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I placed an order Thursday April 18, 2024 for the amount of $285.36. I initiated a return on Tuesday April 23, 2024 for Order #: 00190-US66904576. On Wednesday May 1, 2024 I received an email confirmation stating the following: "Thanks for sending back your return. Weve received your return and are working to quickly process it and issue your refund. This can take up to 10 business days." For the past 2 weeks I have contacted customer service in regards to the status of my refund, and I just get the run around. Today May 28, 2024 a representative responded with, we have confirmed it is still being reviewed by our appropriate department. It is going on 1 month with no resolution.Customer response
06/08/2024
I have not heard from the business in response to my complaint.Business response
06/18/2024
Hello -
Thank you for contacting Puma via the Better Business Bureau.
I have confirmed that a refund has been applied at this time for your order. Should you have any future questions or concerns, please do not hesitate to reach out to our service team.
Best,
******, S
Customer response
06/21/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*****************************Initial Complaint
04/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Reference numbers with this case:Return request case number (cobmn9u6psull6mj06p0)Chat reference number (78884205)Order #: 00190-US66634938 Purchased on March 28, ***************************************************************************************** at all and I believe are ignoring me. I just want this resolved in the way I suggested to them per screen shot of my email. I believe the product can be a hazard but they refuse to even reply or acknowledge it. I can provide videos of what I mean if you can direct me to have a way to upload them as you can only accept 5mb ****Business response
05/08/2024
Hello -
Thank you for contacting PUMA via the Better Business Bureau.
I have confirmed that your issue has been resolved with our customer service team. Please do not hesitate to reach out should you have any future questions or concerns.
Best,
**************
Customer response
05/09/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*****************Initial Complaint
03/28/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
On January/30/2024, I purchased a ***** Essentials Xtra large Big Cat Men's Tee from Puma. The shirt was $19.99. The shipping fee was $8.00 and the tax was $2.10. For weeks the order was stuch in ***************. On March/30/2024, I sent an email to Puma customer service saying, "I ordered a extra large PUMA essentials big cat mens tee from the website on January 20th and it still did not come. The Tracking website says the order last arrive in Forest Part, ******* since February 2nd." I included the order number with that email. 3 days later, Puma ** customer support wrote back to me saying the shipping fee will be refunded and I should file a claim in the website: *************************************** tried to file a claim in that website, but it said my order was not eligible for a claim.On March/28/2024, I checked my bank account and found out Puma Charged me $8.Customer response
04/10/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***********************Initial Complaint
03/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Bought these cleats and within 2 months, there were ripping at the seams. I called the company and the customer service lady said I had a year to file a claim. Within a year, I filed a claim that the shoes were defective and I'd like a refund. Was told (after the year had now passed) that my claim was filed too late, even though it wasn't, they said they had no way to know that the shoes only lasted 2 months. Also was told that they usually recommend that people only use their cleats for games and wear another pair to practice. Basically telling me that their shoes are not hearty enough to be used for all practices and games. Would do ABSOLUTELY NOTHING for me. This was the MOST I had paid for a cleat and the LEAST amount of time we got out of them. Typically, with **** or ******* my son gets AT LEAST 5-6 months out of a cleat. I was very disappointed in the quality of this shoe, and even though I filed my claim within the required year, all I got were routine letters of denial, and I called and talked to CS 2 more times, and still just the same platitudes. Very poor customer service and very much not a good quality product. I feel I was duped, and if their shoes are so flimsy that they cannot be worn for both practice and games (4-5 times a week total), then this should be WRITTEN ON THE *** and stated clearly.Business response
04/22/2024
Hello -
Thank you for reaching out.
I have confirmed a promo code for your claim has been sent to you at this time by our customer service team. Please feel free to reach out should you have any future questions or concerns.
Best,
**************
Customer response
04/24/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*********************Initial Complaint
03/22/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
After a string of purchases for which ***** attempted to steal and edit the tracking of, any attempt to make a purchase from ****'s website results in a message claiming they were unable to process my credit card. Regardless of the fact that it is the same card used to make previous purchases and works fine elsewhere. I would like to know why, and if anything can be done about it.Customer response
04/07/2024
I have not heard from the business in response to my complaint. I would like to thank them regardless. My complaint appears to have prompted them to reimburse me for several months worth of partial refunds I had not even requested. As far as I can tell, they avoided putting me back into the "Regular Refund Route" for some reason, which I very much appreciate. Although they were often quite late, I had no reason to complain. I'm not sure what reason they would have to begin processing the refunds they do unprompted for me and only me minus the shipping fee. It did start a little before ***** began editing the tracking of everything they shipped me, up until Puma stopped accepting my orders. Regardless, we agreed I would need to go back to asking for them. I've didn't have a problem with that arrangement before my first complaint, nor did I have an issue negotiating with their service agents
Most of all, I thank them for not neglecting *****'s childish parting gift. A single shipping charge to argue over. I'm not sure if that means it's *****'s last option after the above or, or just a parting gift to try and let me know who's in charge. I lean toward the former because I can't imagine what a person could think they are accomplishing by doing as much but then I remember it's *****. Fossil, another retailer who went months refusing to issue refunds after confirming their policy recently just paid the final $30. Coincidentally, it was a BBB complaint that prompted it. I think they may have been trying to frustrate me or something as the entire thing is nonsensical. 2 months of occasional back and fourth all over $30. The original complaint was with regards to several thousands. They are still ignoring a nearly identical question to what I ask of Puma now. What is truly odd, the last time I asked was in February, yet the issue was gone from their A+ 33 complaint profile and apparently open but hidden or some such. I thought the BBB had a 14 or 30 day response timeframe and didn't allow complaints to linger forever. To be honest, the whole thing feels like it's just a forum for ****** to try out different delay and frustration tactics. I am very grateful that at least with regards to the BBB process, Puma hasn't subjected me to that. Or claimed they resolved and closed my complaint while simultaneously ignoring the BBB, knowing that would highly incentivize the BBB to reject even valid complaints moving forward like Nike. Or gone as far as editing my account history to try and get out of thousands in refunds like ********** and Nike.
Again, I do thank Puma for the refunds they have provided, hopefully they will continue to accept a paying customers business. But if they should not, there are plenty of other retailers available. Either way the help they have provided thus far has been some of the most entertaining and informative I have received yet. I would like the $30 back but honestly, the experience has been well worth it.
Initial Complaint
03/17/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Hello i am contacting because my order has not been delivered and i have contacted support about it and they have not been able to give me a full on answer , I need a refund as i did not get these shoes and they were a special gift aswell and i had them with fastest shipping and nothing , i want my moneyback so i can get a gift locally for my brother i am left with nothing the order number 00190-US66446539Business response
03/20/2024
Hello -
Thank you for contacting PUMA via the Better Business Bureau.
I have confirmed that a refund has been pushed through on our end for your order. Please reach out directly to our customer service team should you have future questions or concerns.
Customer response
03/20/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***************************Initial Complaint
03/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I ordered shoes from Puma , size was a bit short , I reached out to customer service4 , they told me that they will refund the original order and that I should return it - I returned it - I paid in total $***** for the original order in total - They said that they will refund it and that I can go ahead and place the new order and they will adjust the price to make sure that I pay the same for the second order. I was charged $*****. **** did not adjust the price on the second and refused to fully refund the first order , even though I have already returned it. ( Desired resolution: ***** paid for the first order , I should get it back - second -I paid ***** - and it should be adjusted to *****. )Business response
03/20/2024
Hello -
Thank you for contacting PUMA via the Better Business Bureau.
I have confirmed a price matched refund has been approved for your order. Should you have any future questions or concerns please do not hesitate to reach out directly to our customer service team!
Customer response
03/20/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*******************************
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