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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/26/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
- Originally I purchased (6) pairs of Puma Creepers: (3) black and (3) red. - I only kept (1) pair of black and (1) pair of red creepers, so I initiated a return for (4) pairs of creepers total - The (4) pairs were returned on 8/9/24 in the original box that they were received, and received a confirmation of the receipt of the returned shoes on 8/15/24, which states that a refund should be received within 10 business days. - Called ********************* on 9/9/24 since it had been almost a month before receiving a refund. Spoke with **************** *** and received Reference ******* for that conversation - Received refund confirmation email on 9/14/24, but it's only for (2) pairs of shoes vs. the returned (4) pairs of shoes. Each pair costs $120 + tax, so the refund received is for $264.60 - Called ********************* on 9/17/24 again to check on status of refund for the other (2) pairs of shoes that were returned and was told that this would be processed soon. Received Reference ******** for that conversation. - Received email from ********************* on 9/21/24 stating that they did not receive the pairs of shoes that I sent back to them when in fact I received an email confirmation noting that they received (4) pairs of shoes since 8/15/24. It has been really frustrating to try to get a refund for items that I indeed returned and due to lack of good inventory tracking may have been shuffled around in PUMA's warehouses a month later. I should not be penalized for lack of customer service when it comes to returns and refunds. This has left a really bad taste in my mouth and really makes me question if I would purchase from **** online again, or if I would even recommend their products.
Business response
10/02/2024
Hello -
I have confirmed that a refund has been processed in our system for your entire order. Should you have any future questions or concerns please do not hesitate to reach out directly to our customer service team.
Best,
Alexis
Customer response
10/02/2024
[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
09/10/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I purchased a pair of sneakers online from ****. The order failed the first time due to a system glitch on their part, and was only completed once. However, they charged my card twice even though the first order never completed. When I called to ask them to refund the "authorization" charge, the customer service agent had no idea how to contact the payment platform to have the charge reversed - I had to explain the process to her. I later received an email that they were "working on refunds in the order they are received" with no eta about refunding the duplicate charge. They have had over a week to refund the charge, with no progress. Consequently, the information about this experience will be posted online on the relevant sites until this is resolved. This company has an "F" rating and clearly has no intention of providing competent customer service. Avoid at all costs.Customer response
09/21/2024
[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
09/09/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I tried to resolve customer service issues with receiving two packages and was blocked online. I would like a full refund on both orders.Customer response
09/20/2024
I have not heard from the business in response to my complaint.Business response
10/02/2024
Hello -
Thank you for contacting Puma via the Better Business Bureau.
I have confirmed with my team that you have been contacted and reached a desired settlement for your orders. If you have any future questions or concerns please do not hesitate to reach out directly to our customer service team.
Best,
Alexis
Customer response
10/02/2024
[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
09/04/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I'm owner of a small motel for truck drivers in **, always strive to create the most comfortable conditions for my guests. My guests can relax after a long journey. Sometimes They forget to bring their flip-flops, and I'm happy to provide them with a pair from my own stock. For me, it's not just a business, it's an opportunity to make someone's day a little better.I also try to maintain a cozy atmosphere in the motel, and recently decided to update some things, including pool slippers and a couple of things for my wife. As a big Fan of Puma I placed an order on June 17, 2023. Unfortunately, I made a mistake with the size of the slippers, and my wife didn't like the sneakers and the T-shirt. I decided not to waste time and bought everything I needed at a local store, albeit a little more expensive. I contacted **** and requested a return to get my money back. On July 2nd, I took all 12 items to the ***** office. The staff helped me print the return label and carefully packed the parcel, which weighed 10.4 lbs. I received confirmation of shipment and delivery, and also saw the status "Return Received" in my personal account on the Puma website on July 8, 2023. However, after some time, I found that the money had not been returned to me. I contacted **** again on August 1st, and on August 5th they informed me that they had re-requested a refund, which should be processed within a few days. I was shocked to receive a refund refusal. I immediately contacted ****, where it was revealed that ***** had listed the package weight as only 2.4 lbs instead of 10.4. Moreover, when checking the original parcel from Puma, I found that they also indicated the wrong weight - only 1 lb for 10 items (************), although the actual weight should have been about 9 lbs. This confirmed my suspicions that there are serious problems with the indication of parcel weights in the ***** system. Fortunately, my wife kept the shipping receipt, which became my only proof in this situation.Business response
09/10/2024
Hello Yevhen Us -
We are unable to proceed with your refund request due to previous negative history for returns that you have sent back to **. With previous returns, two small boxes with broken outdoor security lights were sent back to us vs the product that was initiated as part of the return. Previous claims for returns have been approved and exceptions made to our return policy however we are unable to approve any future claims due to the extensive history.
Please note that your order was also shipped to a freight forwarding company. We recommend reaching out to them regarding the items in your return as PUMA is not responsible for damage or loss of goods that occurs after delivery to the shipping address provided at checkout. This includes deliveries to Freight Forwarders on orders in the ** and **. This information is communicated on our website under our Shipping and Delivery Policy.Customer response
09/11/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
Dear Puma Customer Service,
I am deeply disturbed and offended by your response. I categorically deny ever sending any "broken outdoor security lights" or any other such items to Puma. The mere suggestion that I would engage in such fraudulent behavior is preposterous and insulting.
I am at a loss as to how such items could have ended up at your facility in place of the Puma products I meticulously returned. I am a law-abiding citizen and a loyal Puma customer. It is unfathomable that I, as a consumer, am now being forced to prove my innocence and integrity.
I have contacted *****, and there is no record of any returned package being sent back to me. Furthermore, I never initiated any return of the original shipment; I received no such notification. As it stands, I am left without both the money I spent on the returned items and the products themselves.
I demand that Puma provide me with photographic evidence of the alleged "broken outdoor security lights" that were supposedly received in my return package. I intend to take this matter up with ***** and investigate how such a blatant error could have occurred.
In the meantime, I have provided all the evidence available to me, including the shipping receipt and ***** delivery confirmation. What more do I need to do to resolve this issue? Am I to be treated as a senile old fool who sends trash in place of genuine products? I find it hard to believe that ***** employees would have accepted such a shipment if they had any reason to doubt my sanity or intentions.
I am experiencing significant stress and anxiety due to this situation. I am left without the money I am rightfully owed,and I am being unjustly accused of fraudulent activity. I demand a fair and just resolution to this matter.
I urge Puma to reconsider its position and provide me with the refund I am entitled to. I am prepared to escalate this matter further if necessary, but I sincerely hope that **** will choose to do the right thing and resolve this issue amicably.Initial Complaint
08/26/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I had placed an order for a pair of Puma shoes either April or May 2024 And within not even 90 days my $75 pair of shoes completely tore apart Basically forced me to buy a new pair So when I contacted puma About this problem, they told me they would get back to me in 7 to 10 days with a solution, but that solution as I sent you in the photo below was $40 promotional credit for anything off their website. I have no desire to buy another product ever again. $75 from promotional credit is a joke to me.Business response
08/27/2024
Hello -
Thank you for contacting Puma via the Better Business Bureau.
I have confirmed with my team that an agreeable solution has been made with an additional Promo Code.
Should you have any future questions or concerns. Please do not hesitate to reach out to our customer service team directly.
Best,
**************
Initial Complaint
08/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased things from **** and put an incorrect shipping address. I contacted the company immediately after purchase but they said they could not do anything about it and the shipping company can also not do anything so I am to loose the 125 dollars I spent.Business response
09/16/2024
Hello -
Thank you for contacting PUMA via the Better Business Bureau.
I have confirmed a refund has been processed at this time. Please reach out directly to our customer service team should you have any future questions or concerns.
Email: *****************************************************
Toll-free number: 1-888-565-PUMA (7862), 7AM MIDNIGHT EST, 7 days a weekBest,
****** S
Initial Complaint
08/19/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I bought a pair of Puma size 11 #******** MB.03 slides that were worn 1 time. when wearing them my foot slipped and the whole top of the slide tore could and could not even wear them home i would like a full refund or replacement. footlocker would do nothing refund or credit and i had the receiptBusiness response
08/27/2024
Hello -
Thank you for reaching out to Puma via the Better Business Bureau.
Ive confirmed that my team is ready to move forward with the Damaged/Defective claim once they receive the necessary information. Please email them the requested details, and theyll be glad to assist you further.
Best,
**************
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.
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