We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Wholesale Shoes

Puma North America, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Wholesale Shoes.

Complaints

This profile includes complaints for Puma North America, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Puma North America, Inc. has 10 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • Puma North America, Inc.

      455 Grand Union Blvd Winter Hill, MA 02145-1446

    • Puma

      2700 Potomac Mills Cir Ste 703 Woodbridge, VA 22192

    • PUMA

      8555 Campeau Dr, Ottawa, ON K2T 1B7

    • Puma

      5389 E Provident Dr West Chester, OH 45246

    • Puma North America

      4155 Camino De La Plaza San Ysidro, CA 92173

    Customer Complaints Summary

    • 122 total complaints in the last 3 years.
    • 48 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/06/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This is regarding my order#*****-US71487117. I have yet to receive my product, given the run around by both **** customer service including rude customer service, contacted ***** and they said only the shipper aka puma can find out more status on whats going. The problem is the items i ordered on may 25th still is in limbo, the email by **** said it was going to be delivered by Jun 2nd and it did not, I contacted customer service via phone and the person assured me that I will get the item by June 4th, I told them there is an issue with the package tracker as it said label was damaged and also it keeps departing the same location. I called on Wed Jun. 4th via phone to puma phone cs and they said they cant do anything and it is in shipping, I explained that I was unable to reach ***** and I am seeing the ***** tracker showing the shipping issues like departing same location for 3 days and then no tracking and the ***** said they cant do anything even though I was originally told by the first ***** someone would. I talked with puma chat and they again gave the same line and they wont give me any timeline to delivery or contact *****. I was able to contact ***** today June 5th and they said only the shipper aka puma can find out what going with the package etc and ask them to do it. This is my point both **** and ***** giving me the run around, refusing to help either track my package or find a better solution which neither of the *****s did. This has been a horrible experience since **** wont do anything. I would like a refund at this point since they wont help with anything

      Business Response

      Date: 06/10/2025

      Hello - 

      Thank you for contacting PUMA through the Better Business Bureau.


      We have confirmed that a refund for your order has been successfully processed. We sincerely apologize for any inconvenience or less-than-satisfactory experience you may have encountered.
      If you have any further questions or concerns, please do not hesitate to reach out directly to our **************** team. We are here to assist you and ensure your satisfaction.

      Customer Answer

      Date: 06/10/2025

      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

      Date:05/30/2025

      Type:Sales and Advertising Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On May 20th, 2025, I placed an order on ******** for shoes I needed for a birthday party. On ********, I received an email stating my order had been delivered, but I never received any of the shoes. I checked everywhere around my house and with my surrounding neighbors like Puma asked me to. I filed a claim after 3 days, and **** denied the claim just 24 hours later. It's obvious to me **** did not conduct a thorough investigation, and I will go to higher extents if I need to to get my refund. Please do the right thing Puma and refund me because I did all the steps you asked and properly filed and signed a claim.

      Business Response

      Date: 06/10/2025

      Hello - 

      Thank you for contacting PUMA through the Better Business Bureau.


      We have confirmed that a refund for your order has been successfully processed. We sincerely apologize for any inconvenience or less-than-satisfactory experience you may have encountered.
      If you have any further questions or concerns, please do not hesitate to reach out directly to our **************** team. We are here to assist you and ensure your satisfaction.

      Customer Answer

      Date: 06/12/2025

      [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

      Date:04/25/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This order has been sitting in limbo for over 5 business days now. I've called and tried to contact someone at the ***************** but it just reverts back to ********************** Phone number ************. No one knows when this order will be fulfilled. It's going on 24 hours since the warehouse responsible has been contacted. Why have a **************** and no one can be reached? Just a general voicemail that goes unanswered. The Supervisors have no solid answers, "waiting on the warehouse to reply" Is this normal now for ****? I had to cancel the order previous to this one because it was put of stock, and they took 3 days to notify me. That was after I called. This order currently, all items said "in stock" Please explain or contact me directly by phone.

      Business Response

      Date: 05/05/2025

      Hello - 

       

      Thank you for contacting PUMA via the Better Business Bureau. 

       

      I have confirmed that a replacement order with expedited shipping as well as an appeasement code has been provided to you at this time. Please do not hesitate to reach out directly to our customer service team should you have any future questions or concerns. 

       

      Best,

      ******

       

       

    • Initial Complaint

      Date:04/22/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I returned a sweatshirt that was too small. The **** website ONLY says my funds would be returned in 10 business days. It does not CLEARLY STATE anywhere on their site that I would be forced to wait up to an ADDITIONAL MONTH to get my money back. I dropped my item off at a return center on 3/22. I have a confirmation receipt and an email confirmation. I no longer have the item in my possession and havent FOR A MONTH. I still do not have my funds back. According to the tracking email my item was despatched on 4/5and there has been no further updates since then. I find it incredibly hard to believe it takes 2 full weeks for something to be shipped, even going completely across the **. I feel like this whole process is one big scam designed to make people give up and not pursue their refunds. I WANT MY REFUND FOR THE **** I NO LONGER HAVE AND HAVENT HAD IN MY POSESSION SINCE 3/22 OR I WILL CONTINUE TO REPORT **** AS THE ************ THEY ARE TO ANYONE THAT WILL LISTEN. THIS IS RIDICULOUS AND ILLEGAL!!!!

      Business Response

      Date: 04/22/2025

      Hello - 

      Thank you for contacting PUMA via the Better Business Bureau. 

      I have confirmed that a refund has been processed at this time for your order. Should you have any future questions or concerns please do not hesitate to reach out directly to our customer service team. 

      Best,

      ****** S

      Customer Answer

      Date: 04/22/2025

      [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

      Date:04/04/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 3/23, I ordered a pair of shoes from Puma. They were supposedly shipped on 3/25. However, per *****, the package was never received. Only a label was printed, never shipped. I have attempted to contact **** directly at least three times and each time Ive received the exact same canned response that I need to wait more time. Now this crooked company has my money and my item and they dont even have the decency to attempt to remedy the situation.

      Business Response

      Date: 04/07/2025

      Hello - 

       

      Thank you for contacting PUMA via the Better Business Bureau. 

      I have confirmed that a refund has been applied for your order at this time. If you have any future questions or concerns please do not hesitate to reach out directly to our customer service team. 

      Best,

      Alexis 

    • Initial Complaint

      Date:03/27/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I contacted **** **************** via text to ask them why is it taking so long for me to receive my refund of $50.33 When I received my order on March 7th and I sent it back for return on March 8th to my nearest ****** store and today is March 27th and still no refund in progress after being told 1-2 weeks for a refund. But because their shipping method is taking a long time to get it back to Pumas warehouse. I have to now wait for something that only took second to take from me. And now I'm going to have to wait over a month. No ****

      Business Response

      Date: 04/04/2025

      Hello -

      Thank you for contacting PUMA via the Better Business Bureau. 

      I have confirmed with my team that a refund has been processed at this time for your order. Should you need further assistance please do not hesitate to reach out directly to our customer service team.

      Best,

      Alexis 

    • Initial Complaint

      Date:03/17/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My 12 year old son wanted and participated in a Puma contest for his birthday. He purchased (4) pair of LaMelo Ball basketball shoes roughly $600.00 total cost. With the hope to be entered to receive a pair of MB.04. Shredder shoes for free after the purchase of all (4) LaMelo Ball TMNT shoes and scanned ** code. The contest closed before my son even received his last pair of shoes. He was not allowed to scan his **. code to enter.PUMA x TMNT MB.04 Shredder Gift With Purchase Program Get 1 pair of the MB.04 Shedder for free with the purchase of all four (4) MB TMNT styles (MB.01 ****** ********, MB.04 ************************************************** MB.03 Lo Krang). Quantities are limited to four hundred forty-four (444) MB.04 Shredder pairs. Offer is subject to sizing and availability while supplies last. For full details and to enter visit **************************. All entries must be submitted by March 1, 2025 and offer shall have no redeemable value thereafter. Offer is available only to residents of ** and ****** (excluding ******). **** reserves the right to substitute any free item offered for an item of equal or greater value. Offer is subject to change without notice. Offer cannot be redeemed for cash equivalent. Only authorized entries will be processed and shipped. **** reserves the right to cancel any order due to unauthorized, altered, or ineligible use of offer and to modify or cancel this promotion due unforeseen problems. **** is not responsible for any lost, illegible, or otherwise not received, entries. Other restrictions may apply. Allow at least 4 weeks for delivery. All returns are subject to PUMA's Return/Exchange Policy Guidelines. MB.04 Shedder is excluded from *********** TO ENTER:PURCHASE ALL FOUR (4) MB TMNT STYLES WHEN THEY DROP SCAN THE ** CODE FOUND IN PURCHASED SHOE BOX FOLLOW STEPS + ENTER YOUR INFO LOG YOUR NEWLY PURCHASED SHOES REPEAT THESE STEPS WITH ALL FOUR PUMA x TMNT SHOES AND CLAIM YOUR PAIR OF THE MB.04 SHREDDER

      Business Response

      Date: 03/21/2025

      Hello -

      Thank you for reaching out about the MB.04 TMNT Shredder Gift with Purchase program. We understand how disappointing it can be to miss out on securing a pair of the MB.04 Shredder. As mentioned in the program details, this offer was limited to four hundred and forty (444) pairs and was available while supplies lasted. For more information, please refer to the full program copy here: ****************************************************************

      Thank you for your participation and understanding.

    • Initial Complaint

      Date:03/12/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      **** ran a contest the solicited extra shoe purchases to redeem for an extra Teenage Mutant Ninja **************** Ball pair of shoes, and did not deliver on a fair chance to win. They will not give me a personalized response, and I feel that they ripped me and many others off. Plenty of product was on the street and in hands of resellers well before our legit purchases were in hand. Here is a letter that I sent to **** about it, to receive no actual help or goods. :Thanks for this Puma, a totally canned response and you only just told me everything I'm already aware of. The point is that the Shredder promotion was conducted VERY unfairly and your regular customers had a near zero chance to claim the pairs. The Shredders were in hand well before overnight shipping customers had their Krangs even. I was told by your own employee that the last pair was only available through you online, and despite paying $30 for overnight shipping they were long gone in the early afternoon. And A LOT of others had this exact thing happen. This ***ly is insulting and ignoring the only issue I ( and many others) have, which is you were shady and unfair in the way you did this. If you offer people something for their loyalty and to make you more money, we should have an expectation that it will actually be POSSIBLE to get them. But it's clear you don't care enough to even have a *** make a personal response, and we will remember that. I've been in communication with many others who also had zero fair chance to claim these shoes, and a lot that are waiting for you to give an actual answer or fix to this. So far we've all been ignored. We know that the pairs were out early, and have seen the early listings and codes being sold on ****. There is no way this was conducted properly, and you've hurt your customers and fans. That is the only part I care about, that if you played by the actual rules as you made it seem, you couldn't win.

      Business Response

      Date: 03/21/2025

      Hello - 

       

      We understand that there have been several claims suggesting that the Shredders were available for purchase online before the official close of our contest. For clarity, the MB.04 Shredders were not made available for sale to the public and have not been available for sale at any point. They were part of a gift with purchase program with quantities limited to 444 pairs. Any listings, advertisements, or information suggesting otherwise were either errors, misunderstandings, or independent actions not related to the promotion organizers or official distribution channels.

      Customer Answer

      Date: 03/21/2025

      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. 

      That in no way explains how pairs were on the street and for resale on sites like Stock X and ***** before the last pair to get the promotion were even on ****'s own website.  If you are going to prompt consumers to make extra purchases for a bonus/promotional item as a giveaway, then you should at least make it fair, the system was gamed from the start, and even paying extra for overnight shipping did nothing for the majority of our chances.  The overwhelming response to the way this was conducted should show you that something very wrong was done.  Even the redemption system and "app" were incredibly buggy and hurt a lot purchasers chances.  This wasn't a typical giveaway in that it directly was used to influence purchasing decisions so it should have been secure, well conducted, and given consumers and actual fair chance.  None of those reasonable expectations were met, and that should be remedied somehow.


      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.

      FAQ

      Regards,

      ******

       

       

      Business Response

      Date: 03/25/2025

      Hello -

      Thank you for your feedback and for sharing your concerns with us. We truly understand your frustration, and we sincerely apologize for the disappointment this promotion has caused. We want to assure you that we take all feedback seriously and are committed to improving our processes moving forward.
      While we cannot retroactively change the outcome of this promotion, we will certainly take your comments into account as we evaluate future campaigns. Your experience, along with others, will help guide us in making adjustments to ensure that any future promotions are conducted in a more transparent and equitable manner.
      We understand that your trust in Puma has been impacted, and we regret that weve fallen short of your expectations. We appreciate your loyalty as a customer and are continuously working on ways to improve your overall experience with us.
      If you have any further questions or need additional assistance, please dont hesitate to reach out. Your satisfaction is important to us, and we are here to help in any way we can.

    • Initial Complaint

      Date:03/11/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Purchased Puma shoes online on 2-14-2025. I initiated a return for the shoes on 2-23-25. Shoes were NEVER worn, simply returned for being the wrong size. Puma states WITHIN 10 days I will have a refund, I do NOT have that refund. I have checked with my financial institution and it shows no refund coming from ****

      Business Response

      Date: 03/21/2025

      Hello - 

      Thank you for reaching out. I apologize for any confusion or frustration regarding your refund.
      After reviewing your case, I can confirm that a refund of $144.79 was processed to your **** account on 3/13/25. However, it appears that the refund was applied to your DW_GOOGLE_PAY account rather than directly to your **** card. When a third-party payment method is used, there can sometimes be a delay in the processing or reflection of the refund.
      To ensure that the refund is applied correctly, we recommend contacting your third-party payment provider ******* Pay) to confirm that the refund has been successfully processed and credited to your credit card.
      Please let us know if further assistance is needed, and were here to help.
      We appreciate your patience, and again, we apologize for any inconvenience this has caused.

      Customer Answer

      Date: 03/21/2025

      [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

      Date:03/08/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 2/15/25 I placed an order for a pair of shoes to be shipped as a gift to my son(79762 zip code )& paid for 2 day shipping. On 2/17/25 the order shipped via ***** , {tracking number ************} and on 2/18/25 was scanned by ***** in *******,Tn. On 2/21 I reached out to **** in regards to the package not arriving and still being in the same location since 2/18. I opened a case with the shipping carrier on 2/22 and was told on 3/1 they could not locate the package anywhere. On 2/27 **** issued a refund for the shipping costs only. On 2/28 I filed a claim as instructed by ***** customer service. After filing the claim I have heard nothing back & get the same generic responses when contacting support. At this point it seems as puma is delaying the refund in hopes the package will eventually arrive. Its been 3 weeks now, Ive reordered the shoe so I have no need for the lost ones now, carrier said the package is lost, and **** claims to be responding to claims in order received but why was I issued a refund for shipping costs and not the entire purchase at the same time? Ive spent several hours total over the last 3 weeks trying to get this resolved and would like my refund to be issued immediately as this is beyond ridiculous

      Business Response

      Date: 03/21/2025

      Hello - 

      Thank you for reaching out and for your patience throughout this process. We sincerely apologize for the frustration this situation has caused.
      After reviewing your case, we can confirm that your order was unfortunately lost in transit, with the last scan showing on 2/22/25. We understand how disappointing this has been, especially given that you had already reordered the shoes and spent a significant amount of time trying to resolve the issue.
      We have processed a refund for the full order amount of $43.29 on 3/11/25, in addition to the shipping refund of $21.65 that was issued on 2/27/25. We understand that this delay has caused you a great deal of inconvenience, and we apologize for the lack of communication in the meantime.
      If there is anything further that you need or if you have additional questions, please dont hesitate to contact us directly. We're here to assist you and ensure that everything is resolved to your satisfaction.
      Thank you again for your patience, and we appreciate your understanding.

    Puma North America, Inc. is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.