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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
05/29/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I placed an order for the **** and ***** puma shoes that were released on May 26th, 2022. I just recently found out puma cancelled my order saying it was out of stock. I placed my order only 4-5 minutes after the ordering opened up. This order never should have been cancelled. The company can contact me via email or text only.
Business response
06/07/2022
Hello -
Thank you for contacting Puma via the Better Business Bureau.
I have requested my team reach out to you in regards to your complaint. I was able to locate a pair of the shoes in the size and style you requested. We will need to manually charge you for the shoes and we can get them shipped out ASAP! Please contact customer service at *********************, 7AM MIDNIGHT EST, 7 days a week to complete your order!
Customer response
06/08/2022
I have called and gave them my credit card. I want to let you know I had to call multiple times as the representatives did not have a clue nor did they believe me when I told them the situation. I am appreciative that this was accommodated but there is no consistency across your customer service department. Also I have not received a phone call from anyone.Initial Complaint
05/20/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have been a Puma customer for years. I started an online account, maybe about two or three years ago, and started to purchase my Puma sneakers for a more wide option. Unfortunately, from the many sneakers that I had ordered two of the online pairs became damaged within a couple weeks of wearing them. The back part/heel area caved in, making the shoe unwearable. I didnt return or complain about it because I took accountability and just trashed them. However, thereafter, I bought a pair in store (at a TJMaxx/Marshalls) around January 2022, as I needed them quickly because of my regular workouts, but didnt get wear them, because I left to ********** for a couple months. I had decided to order a pair online instead in Feb 2022 to use while in CA. After returning back to CT, I resume my exercise, wore the new pair of sneakers and, literally, got 3 uses and the heel caved in on those pairs as well. That pair I kept to send pictures to Puma to file a complaint. Now I have three pairs that I barely wore that were not useful. At this point, I felt it was an issue with the make of the shoes and I reached out to ********************* to report it and get some kind of compensation. As a result, they denied any faults with the shoe and dismissed my claim stating it was a wear and tear situation. Clearly, they missed my points and details. There was no consideration to the fact that I have ordeed plenty of sneakers online for the past 2-3 years and had been a customer offline for years. I am out-of-pocket for three pairs of sneakers with no type of consideration from Puma. I am looking for a reasonable resolution in this case. Thank you.Initial Complaint
05/16/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
May 14, 2022,My significant other and I were shopping in your store. One of the employees had an outburst in front of all the other customers and threatened to take my life and take my partners life as well. With how the world is today, we felt immediate danger by this employee. The manager was of no help. The police were called for our own safety and we will be taking matters into our own hands if needed. Please refer to the attached document for more information. We will need a response by email ASAP.Business response
05/24/2022
Hello Calista ********************************************** you for contacting Puma via the Better Business Bureau.
I have reviewed your complaint and have forwarded internally to our Retail Operations team for further review. Please expect to hear from our team within the next 2-3 business days. Should you have further comments or concerns please do not hesitate to reach out.
Initial Complaint
04/17/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I bought my son a new pair of Pumas and after using them one time the front of the shoe blew out. Can't get a response from anyone in regards to the issue. I would like a refundBusiness response
05/03/2022
Hello -
Thank you for contacting PUMA via the Better Business Bureau.
I have reviewed your complaint with my team and see they have contacted you with next steps for a Damage/Defective claim. Should you have further questions or concerns please do not hesitate to reach out.
Initial Complaint
04/15/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Puma Order 00190-US59342520 not delivered by ****** PUMA employee/customer service refused to contact ***** to resolve delivering issue. PUMA continues to post LIES with delivery. PUMA staff blames everething with ***** and ***** blames the DRIVER in ******, ** for Not delivering. PUMA and ***** both refused to resolve deliver issue.***************** ************ ********************Business response
04/26/2022
Hello -
Thank you for contacting PUMA via the Better Business Bureau.
I have researched your complaint and my customer service team informed me that your package was delivered. If this is not the case please reach out directly to customer service for next steps!
Initial Complaint
03/12/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Unable to place a new order. On 03/12/2022. Never did business with the company before. And the customer service department was not helpful. So I will take my business elsewhere . No problem with me .Business response
03/21/2022
Hello -
Thank you for contacting PUMA via the Better Business Bureau.
I have requested on my customer service team reach out to you via phone and email to assist with your order issues however they have not gotten in contact with you as of 3/21/2022. For further assistance please use the call back number provided by **** on our customer service team!Initial Complaint
03/02/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Business/PUMA doesnt respond by phone or my numerous emails to customer service.Greetings,Really PUMA? no response to my email communications? Im looking for exchanges for the items I shipped back.I contacted someone on the phone recently (2/24)on some questions on return/exchange regarding ORDER NO. 00190-US55177293.Terrible experience!Was on the phone with her for 20 mins total, more then 10mins was on hold, then she hung up on me.Items were shipped back. Have not received refunds or exchanges! Ideally am looking for exchanges as items didnt fit properly!Need assistance with this transactions!Tried contacting by ************* to noavail.Business response
03/04/2022
Hello -
Thank you for contacting PUMA via the Better Business Bureau.
I have asked my team to reach out and assist with your recent order issues. They have informed me that we were able to reach a resolution and you were able to place a new order. Should you have further questions, comments or concerns please do not hesitate to reach out.
Customer response
03/06/2022
[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:Thank you PUMA for following up on this issue and addressing it. The troubling part is that Ive tried to contact PUMA cust support via phone/email with no response, sad to see that I had to resort/involve legal follow up to get a response for such minor issues that Im having.
A PUMA rep contacted me and advised this will be resolved soon. Hopefully they follow thru with it. Thank you.
Thank you BBB for the support with this matter.
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,
*** GInitial Complaint
02/27/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Made a online purchase for shoes. Received a confirmation tracking number from Puma and clicked on the linked, it to me to Fed Ex and it said delivery was on Saturday Frb 26th 2022. I waited and waited nothing came so I went to another fed ex site and entered tracking said no info. Contacted fed wx they said they have no info and to call Puma. Called Puma and the lady acted like she has a attitude when I was telling her the issue. She kept telling me she do see a delivery for today and I told her well I see it and screen shot it. She went on and on about standard delivery. I can't help that I'm going by what Puma sent me the link and tracking and it says delivery today. No package and just checked and now it's saying no info but I have my pics of when it said delivery on the 26th. UnprofessionalBusiness response
03/02/2022
Hello Ladesha -
Thank you for contacting PUMA via the Better Business Bureau.
I sincerely apologize for any inconvenience you experienced with the shipping on your order. At this time we have pushed through a refund for your order. I have asked my agents to reach out to you with the update however they have been unable to reach you. Please note refunds typically take 3-5 Business days sometimes up to one full billing cycle to reflect on your account. Should you have further questions or concerns please feel free to reach out!
Initial Complaint
02/18/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
The release of the special edition Melo Ball shoe on 2.18 seemingly had issues on the Puma website for no reason. I was able to cart the shoes on several occasions and each time I attempted to pay for & complete my order, the site seemingly froze. I tried on several browsers & different forms of payment, when seemingly I was NOT able to receive what I wanted. If I were to be in a physical Puma store, with a shopping cart, there are little to absolutely zero odds that a product in my cart would escape without me having a chance to purchase. Supporting screenshots show CLEARLY the product was in my cart and I was attempting to pay, but Puma did not want to fulfill my requests as a customer. I have an additional screenshot showing my PayPal was logged in and was finishing the action for me to pay, but again, Puma did not want to complete my order. I am not asking, I am demanding for this to be right in the form of a credit, coupon code or the right to purchase the product I requested. If this is not rectified to my desire, I will NEVER purchase another Puma product again nor will I ever recommend this apparel company to anyone I know at all. FIX THIS AND DO BETTER! We are in 2022 and supportive technology, and most important, CUSTOMER SERVICE ARE FAIRLY EASY TO MANAGE!Initial Complaint
02/09/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Puma leather falling off shoes.
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