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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

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

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    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/13/2023

      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 product for a refund. Their own policy states it may take up to 18 days to process return for a refund. I have proof of delivery to them in their facility from their own system on December ********* still dont have a refund. I have tried contacting them 4 times and have NOT even gotten one response back from them that they have even seen my communications. I would just like to see my refund, as I paid them money and dont have their product anymore and KNOW they got it back!

      Customer Answer

      Date: 01/24/2023

      [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:01/12/2023

      Type:Order 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.
      Trying to return my order with shoes that dont fit that I purchased on 11/23/22, Order # *****-US61740098. My fiance emailed asking about in person return options on 12/13/22 at 10:54 am, via ********************** and Puma hasn't given a response. Additionally, the website has an error that doesn't allow me to initiate the return label process. I emailed on 1/12/23 demanding they send me a return label and they wont send one immediately, even though the final return date is approaching. They said 7-9 business days to email me my return label. This would only give me two weeks to make it to the shipping store and two weeks for it to arrive and be processed at their facility before the return deadline. I emailed back letting them know they needed to send it by tomorrow and that 7-9 business days isnt acceptable.

      Business Response

      Date: 02/07/2023

      Hello - 

       

      Thank you for contacting PUMA via the Better Business Bureau.

       

      I apologize for the inconvenience you frustrations experienced working with our customer service team. I have confirmed a return label has been issued at this time. Please reach out if you have any further questions. 

      Best regards,

      **************

      Specialist, Operations - Ecommerce

    • Initial Complaint

      Date:12/15/2022

      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 first contacted PUMA on 11/30. I have two reference numbers for a defective item case and have gotten no response to mitigate the issue. I still have the original receipt, have sent photographic proof of everything and NO RESPONSE!

      Business Response

      Date: 12/21/2022

      Hello - 

       

      Thank you for contacting PUMA via the Better Business Bureau.

       

      I have confirmed this case was resolved with our customer service team. Should you have further questions or concerns please do not hesitate to reach out. 

       

      Best regards,

      **************

      Specialist, Operations - Ecommerce

    • Initial Complaint

      Date:12/15/2022

      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.
      I purchased a pair of sneakers from Puma on 12/1/22, (order#*****-US61947013) for $64.20. The order was shipped 12/2/22 (or so I was told). I purchased the sneakers for an event I had for 12/10. The shipping was handled by ****** ***** did not receive this shipment until 12/6. The original date of delivery was 12/8. When 12/8 arrived, the date was changed to 12/10, which was cutting it close as my event was on this date. I waited all day for delivery and was told it was in transit. It never arrived, leaving me no choice other than to purchase additional shoes. I received an email around 3am that the delivery was rescheduled for 12/11. I waited half of the day, no updates. I then phoned ***** for info on my shipment, I was told it was not even on a truck for delivery, although the tracking continued to state that it was due to be delivered by the day's end. At that point, I changed the destination from being delivered to my residence to be dropped to a ***** location (3 mins from my home) for pick-up, so as to not be further inconvenienced by waiting all day. Needless to say, it was not delivered on 12/12 either, it was delayed once again to 12/13. Apparently, instead of changing the request to drop off location, it was processed as a hold request. I did not receive the shipment until 12/13. This was a complete nightmare, and it costs me additional money as well as having to play detective, initiating numerous phone calls and emails to get information. The customer service was totally unprofessional and not very reassuring during this ordeal. I am a long standing customer with Puma and I feel at the very least, a full refund is in order to maintain good faith relations.

      Business Response

      Date: 12/21/2022

      Hello - 

       

      Thank you for reaching out to Puma via the Better Business Bureau. 

      I have confirmed a full refund has been applied for your order. Please feel free to reach out if you have further questions or concerns. 

       

       

      Best regards,

      **************

      Specialist, Operations - Ecommerce

      Customer Answer

      Date: 12/21/2022

      [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

      Date:12/05/2022

      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.
      CASE # ******** - REFUND NEEDED.October 16, 2022 I purchased a pair of Puma Future Z 3.4 TT soccer shoes for my 12 year son. October 24 2022 - Days later the sole fell off. November 29, 2022 - Puma CA customer service replied (finally) saying they will get back to me??Guys - I need my refund back. Not a difficult thing to deal with here. Seriously guys, these were for my son, and he (a future customer) does not want Puma again since it feel off and sees me trying to get a simple refund.Really guys?

      Business Response

      Date: 12/19/2022

      Hello - 

       

      Thank you for contacting Puma via the Better Business Bureau.

       

      I have confirmed with my team that a full refund has been applied at this time. Should you have any further questions or concerns please do not hesitate to reach out. 

       

      Best regards,

      **************
      Specialist, Operations - Ecommerce

    • Initial Complaint

      Date:12/05/2022

      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.
      I placed an order 00190-US61249131 with Puma. I returned the item because of size issues. It's been a month since the item reached their store but PUMA is not processing my refund. They sent multiple emails saying that the refund will be processed within **** days but nothing happened. This iz crazy. I would like my refund ASAP.Thanks

      Business Response

      Date: 12/19/2022

      Hello - 

       

      Thank you for contacting PUMA via the Better Business Bureau.

       

      I have confirmed a full refund has been applied to your order at this time. Should you have further questions or concerns please do not hesitate to reach out. 

       

      Best regards,

      **************

      Specialist, Operations - Ecommerce

    • Initial Complaint

      Date:12/04/2022

      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.
      Fed Ex return tracking number: ******************** ORDER NUMBER: 00190-US61308959 I returned 2 of the 3 items I had purchased from Puma (Riaze Prowl Sneakers and Deco Glam Hoodie) using their provided Fed Ex Shipping label on 10/24/22. **** received the return on 11/3/22. On 11/19/22 I had not received my refund so I sent Puma an email. I rcvd an automated reply saying someone would contact me within 24 hours. On 11/22/22 I still had not been contacted by Puma so I called and spoke to a representative named ******. He verified everything and said I would have my refund in 3 to 5 business days and would also receive a refund confirmation email. On 11/25/22 I rcvd an email saying that $87.47 was "applied" to my PayPal back on 11/03/22 and that once the refund has been fully processed in Puma's system, I will receive another refund confirmation email. THEN, the actual refund money will be posted to my PayPal account, depending on how long it takes PayPal to process credits. It is now 12/4/22. It has been an entire month since Puma received the return and I still don't have my money back or any clue of when I will receive it. This is the biggest scam I have ever seen. **** is playing with people's money, hoping we will forget that we're waiting on a refund so they don't have to actually issue one. Not only have I now been charged 24% interest by the credit card that I paid for these items with through PayPal and didn't even keep, but I have wasted soooo much time compiling the evidence, calling, sitting on hold, emailing, checking my accounts repeatedly to see if the refund posted, etc. I have never experienced such runaround nonsense and never would have expected this from such a well known brand. I was further astounded when I searched the complaints here on the BBB and saw just how many people have experienced the exact same thing! I've attached all details in photo format of tracking, emails, calendar, etc. Thanks for any help you can provide

      Business Response

      Date: 12/19/2022

      Hello - 

      Thank you for contacting Puma via the Better Business Bureau.



      I have confirmed with my team that a full refund has been applied at this time. Should you have any further questions or concerns please do not hesitate to reach out. 



      Best regards,

      **************
      Specialist, Operations - Ecommerce

    • Initial Complaint

      Date:12/03/2022

      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 purchased a pair of shoes from Puma. When they arrived, they did not fit. I initiated a return online and shipped the shoes back with the prepaid ***** label. The tracking (https://www.fedex.com/fedextrack/?tracknumbers=02394653026231581021&locale=en_US) shows the return made it to Puma on 11/10. On 11/22, I emailed customer service as I had no yet received a refund of $160.00. **** said they did not have any record of the return being accepted and asked for the tracking number, which I quickly provided. They have failed to respond and have failed to refund me. I would like the $160 immediately refunded.

      Customer Answer

      Date: 12/14/2022

      [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

      Date:12/03/2022

      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 originally placed an order with Puma on October 11, 2022 for 8 items for my son which totaled $202.95. I have been a loyal Puma customer for years. Immediately after ordering I noticed I accidentally ordered my teenage son the wrong size shoes because he has been growing so fast. I tried calling Puma to change size and they refused. After receiving the items he tried everything on and the only thing that fit were one large tee shirt at $14.99 and he kept decided to keep one pair of pants at $*****. I contacted Puma for my refund multiple times and they either would not answer emails or would blow me off. They received the merchandise back on Nov 4 ************************************************************************************************** a partial credit of $143. Because of having to wait on their timing I have not been able to reorder for my son and he doesnt have any shoes that fit. It would have been nice to have had my refund in a decent, reasonable time frame so I could have reordered during Black Fri/ Cyber Monday sales. I am so disappointed and disgusted at the ethics of this company that I have decided to ditch this brand all together. They do not care about their customers. And they still owe me ***** + tax from an order from almost 2 months ago. Its ridiculous coming from a multi billion dollar company to treat their customers this badly. I will never ever spend not one dollar on this brand and I want the money they owe me immediately. I do not want to hear another lame excuse from them either. Thank You for your help in this matter. I will attach documentation.Sincerely,*********************************

    • Initial Complaint

      Date:11/30/2022

      Type:Product Issues
      Status:
      Unanswered
      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 the product to puma and call numerous times to get a refund and escalated to the management team without any real answers. I been expecting this refund for too long and I cannot wait anymore. They keep promising a refund I called 10 times, a new story every time and at the end they don't refund me I returned the product I am really mad about the service given refund confirmation number : ******** order number : 00439-CA61268309

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

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