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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
01/14/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I ordered shoes for $74.00 on 12.30.21 . order had wrong city on delivery address. I corrected city at same web site 5 minutes later. Package has been looping between Md. and WVa ever since . Puma claims they can't update Fed.x with the corrected address or refund my money.
Business response
01/19/2022
Hello ******** -
Thank you for reaching out to PUMA via the Better Business Bureau.
I have contacted my team about your issued regarding your most recent order. They have informed me that you have placed a replacement order and they provided a refund on the original order that was not received. Should you have any further questions or concerns please do not hesitate to reach out.
Initial Complaint
01/10/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I ordered a *** Cup Replica Men's Jersey (Style Number 769068_03, Size: L) on 12/06/2021, but was shipped a jersey that was missing the ***** club badge that should have been located on the left chest area. The jersey advertised on Puma's website clearly shows the ***** club badge incorporated on the jersey (https://us.puma.com/us/en/pd/bvb-cup-replica-mens-jersey/759068.html?dwvar_759068_color=03#), and the jersey that the actual Borussia Dortmund team players wear includes the badge as well.Thinking the one I received was a defect, I talked to Puma's customer service team about my order (#***************** and was able to exchange the jersey for another, but the replacement jersey also did not include the ***** badge. I was assured by customer service that there were no defects with the jerseys I received, but no clear explanation of why the badge was missing. I know jerseys with club badge are sold elsewhere (as seen in KAMO soccer shop screenshots).I kept the service ticket open (reference #********) to ask if any other departments could tell me why the products shipped did not match the products pictured on the website, and if they could send me a jersey that includes the badge. Puma customer service claimed I would get a response from the appropriate department in 3-5 days and gave me a 10% refund that I did not ask for. More than 5 business days passed without getting a response from anyone, so I reached back out to customer service, who replied that my ticket had already been looked into and resolved with the 10% refund.I would like the following resolved, if possible:1) Exchange the *** Cup Replica Men's Jersey I received that is missing the ***** club badge with one that includes the badge 2) Updating the picture on Puma's website to accurate product photo that does not include the ***** club badge, if they do not carry the jersey with a badge 3) Refund on falsely advertised jersey without return of the item if #1 cannot be satisfied.Thank youBusiness response
01/18/2022
Hello ***** -
Thank you for contacting PUMA via the Better Business Bureau.
We sincerely apologize for the inconvenience you have been experiencing with our site and product. Unfortunately the product in question does not contain the ***** badge. We are working to have the product information updated on site at this time. Additionally I have requested my team put in a refund for the most recent jersey without need to return.
Should you have further questions or concerns please do not hesitate to reach out.
Customer response
01/18/2022
[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
01/05/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Puma has created the same SKU number for 2 different colors of shoes. They are sharing the same SKU number for the Puma RSX for the colors Blue/Blue and Blumazing. This is a fact because a third party seller Footlocker keeps sending Blumazing when I ask for Blue/Blue. I dont know if this was an attempt to push the Blumazing color out. It gives the impression that Blue/Blue may be sold out and now they are putting Blumazing in its place to sell more shoes. Im upset. I just wanted the right shoe. But you cannot use the same number for 2 different colors its misleading to everyone.Business response
01/06/2022
Hi Mahogany -
Thank you for contacting PUMA via the Better Business Bureau.
I have reviewed your issue with the Footlocker site and I am happy to inform you that there is in fact only one color blue for this particular shoe. The description "Blue/blue" you are seeing on the Footlocker site is their description of the shoe color. Retailers have the liberty to change the color on their sites and this may not necessarily match the color provided by the manufacturer. If you are unhappy with the color received we recommend working with Footlocker to return your product. However, unfortunately this was the only "blue" color that was created for this shoe.
Please feel free to reach out if you have any further questions.
Initial Complaint
12/17/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed an order (Order No. 00190-US54854028) on December 16, 2021 at Puma.com. Due to the auto-correction feature, an incorrect address was pre-populated at the shipping and billing address for this online order. I called Puma's customer service, and requested them to correct the address, which was pre-populated by mistake. I gave them my correct address in light of the fact that the order has not yet been shipped when I made the call. Puma representative and the supervsior, named "Petal" refused to assist me, resolve the issue, and correct the address, even though the order as stated has not yet been shipped when I contacted them. The order has not yet been shipped as I am filing this complaint with BBB against Puma. I paid $137.81 for the order. I am requesting BBB to resolve the issue by asking Puma to either correct the address and fulfill the order or to issue my full refund.Business response
01/11/2022
Hello Vruyer -
Thank you for contacting PUMA via the Better Business Bureau.
I have contacted my customer service team and they have informed me that your address was successfully updated and you have received all your packages. If this is not the case please feel free to respond and I will investigate further.
Initial Complaint
12/08/2021
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I ordered a bunch of things from PUMA on the 30th of September, order no: 00190-US54119980. They advertised falsely about free shipping ($0 - economy shipping), but then added a $2 shipping charge. I believe that's sneaky and should be called what it is, false advertising. I don't $2 is a lot for anyone these days, but I'd like to have them back, because I feel cheated. Please assist me in doing so. I have attached a snippet of my order page to show, that it was shown as $0.Business response
12/10/2021
Hello Vivek -
Thank you for contacting PUMA via the Better Business Bureau.
We have processed a refund for the $2.00 Shipping Surcharge that was charged on your order. Please note the refund may take up to one billing cycle to reflect on your account. Should you have any further questions please do not hesitate to reach out.
Customer response
12/10/2021
[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,
Vivek PInitial Complaint
11/26/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
Hi, I ordered 4 items from the **** website. Only 3 items came in the same package. When I contacted **** they said I had to make a complaint with ****** **** was of no help to me. The issue was not with ****** The issue is that there were only 3 items in my order and not 4. The issue is clearly with ****. I just recently opened the package as I've been working so much and didn't have time until now. I want the shirt I ordered to be delivered. Order # *****-US54100532 Missing Item # ******-01 Black L ESS Jersey Polo Thank you.Business response
11/29/2021
Hello -
Thank you for contacting PUMA via the Better Business Bureau.
I have reviewed your case and requested a refund be pushed through for the missing item. You should have an email confirmation as well as a phone call notice once the refund is processed. Should you have further questions please do not hesitate to reach out.Best,
*************************
Specialist, E-commerce Operations
PUMA North America,Inc.
******************************************************************************************************Customer response
11/29/2021
[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
11/18/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Last December, 2020, I purchased a Puma Jacket for my 6 years old son from the Puma outlet store located on *********************************************************************. My son began to wear it earlier this school year because the size back then was a little bigger. He only wore it few times but the zipper stops functioning. I went back to the store sometime last week (2nd week of November) but forgot to bring the receipt with me. I explained to the lady behind the cashier about whom I believe the store manager about the zipper and I made her aware of the time I purchased the Jacket. She told me that Puma stand behind their Quality and I am more than welcome to get refund in the amount of $40 (the price of the Jacket in the system at that time) in form of a gift card because I did not have the receipt with me. At that time there was nothing in the store interested me so I told he that I would come some other time with the receipt to get a full refund. I went back today, November 18th ******************************************************************* even exchange the Jacket because she claims it is more than 30 days since I purchased the jacket. While I was trying to explain to her what the other store manager told me last week, she rudely kept me hanging and went to serve other customer. I left the store around 12:12 pm after I went two trips with gas cost of around $15. I do not understand what kind of a worldwide brand that doesnt have any standardized policy to be taught to all their employees to follow. Two different versions from two different store managers at the same store. If you design your products to last one year only, or 30 days based on the incompetent store manager mentioned above, please let your customers be aware of what you put in your stores.Business response
11/23/2021
Hello -
Thank you for contacting PUMA via the Better Business Bureau.
I would like to sincerely apologize for the experience you had at one of our stores. This is certainly not what we like to hear. I have reached out to my team and they have confirmed that you plan to head into the store for further assistance. If this is not the case please do not hesitate to reach out with any questions or concerns.
Best,
*************************
Specialist, Ecommerce - Operations
Customer response
11/25/2021
[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
11/09/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought a pair of ladies puma sneakers from TJ Maxx in *******,** on October 30,2021.Less then a week later holes started forming on top .Now you can see my white socks through the black sneaker.On both shoes left foot and right foot.I tried returning to TJ Maxx,I didn't keep receipt.They said it's a manufacturing defected to take it up with Puma.I tried a second time they said sorry can't help you.So now I have a pair of Pumas that are basically no good to wear in public.I t Have called Puma customer service a few different times.They never got back to **** would like another pair or get my ***** back that's all.Business response
11/19/2021
Hello ********* -
Thank you for contacting PUMA via the Better Business Bureau!
I have researched your case and have requested my team reach out and provide a dollar off code for the damaged item. I have confirmed they have been in contact with you and the resolution has been accepted on your end. Should you have any further questions, comments or concerns please do not hesitate to reach out.
Best,
*************************
Specialist, Operations - Ecommerce.
Initial Complaint
11/01/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
My husband bought socks and shorts in an Xlarge and they only want to do a gift card and they should do a refund or a replacement because me and husband don't know how to do that. There was a decal on the shorts that come off and the socks had a hole in them. It is ridiculous that they don't really help the customers out to get a replacement because no one in Arizona or online carries there products and we don't have a credit card or bank account either and they are rude to the customer to when you talk to them on the phone. We are recovering from covid and I'm on oxygen too.we want our money back $50.00 dollars for the shorts and socks. Resolution, we want a refund or a replacement items because they are not helpful. Thank you.Initial Complaint
10/13/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
Puma's website says that it has free returns, so I ordered shoes in multiple sizes so I could try them on to find the right size. Since I don't have a printer, Puma mailed me return labels for the shoes that don't fit, but they won't send ***** to pick up the packages. *****'s pickup request form requires that I have a printer, and I don't. ***** also requires me to provide credit card information so they can charge me for the pickup, even though Puma's website says returns are free. I contacted Puma's customer service, but they refuse to send ***** to pick up the returns. Puma says I have to take the packages to ***** myself. I have a disability and can't drive. The nearest ***** is four miles away. I can't even lift all three of the return boxes, let alone carry them on a four-mile walk to *****! Puma needs to honor their free returns claim and send ***** to pick up the return packages. The packages are waiting by the door. Puma just needs to tell ***** to come get them.Business response
11/18/2021
Hello ****** -
Thank you for contacting PUMA via the Better Business Bureau.
I have asked for our team to reach out to schedule ***** pick up however they have not received a response from you. If you could please reach out to our team to provide dates and times as to when you will be available as you will need to be present at the time of the pick up we would be happy to schedule as a one time accommodation.
Best,
*************************
Specialist, Operations - Ecommerce
****************************
PUMA North America, Inc.
******************************************************************************************************
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