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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:11/18/2022

      Type:Delivery 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 bought Scuderia ******* Race Hooded Mens Sweat Jacket and I returned on October 25,22 and I have not received the refund and the order number is 00910-us59955585, I emailed the customer Service and they said that, they have received it , I didn't receive my refund. They were able to verify that my order was received at the fulfillment center 0n 11/07/22.

      Business Response

      Date: 11/22/2022

      Hello - 

       

      Thank you for contacting PUMA via the Better Business Bureau. 

       

       I have confirmed with my teams a refund was processed for your order. Should you have any further questions or concerns please do not hesitate to reach out. 

       

      Best,

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

      Specialist, Operations - Ecommerce

       

    • Initial Complaint

      Date:11/16/2022

      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.
      order number:00190-US60722182 email: *************** address: *******************, **************************************** problem: I have returned all of the 8 packages back to the seller in early September. I called sevaral times, the agent confirmed the warehouse has received all of the packages and every time they said they have submitted the refund request. They also gave the case number each time after the call. But after more than 2 month, I still haven't received the refund confirmation email and any refund. 

      Customer Answer

      Date: 11/29/2022

      I have not heard from the business in response to my complaint.

      Business Response

      Date: 12/06/2022

      Hello - 

       

      Thank you for contacting Puma via the Better Business Bureau.

       

      Unfortunately, due to an increase in unusual activity regarding your recent return, we are unable to process your refund on puma.com. Should you wish to make a purchase, we encourage you to shop at one of our retail stores. For locations and operating hours, please visit: https://about.puma.com/en/storelocator.

      Customer Answer

      Date: 12/07/2022

      Better Business Bureau:I have review** the response submitt** by the business and have determin** that the response does not satisfy or resolve my is***s and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be clos** as Answer**. 

      [You must provide details of why you are not satisfi** with this resolution.  If you do not enter a reason for your rejection, your complaint will be clos** as Answer**.]

      This business is totally a fraud,I have return** every thing as requir** and I also ask** a return** shipping label before I return ** it. Now you receiv** all of the 8 packages,but refus** to process the refund  This is extremely unfair. I will continue to *** you in court to protect my rights.

      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,

      Jialu

       

       

      Business Response

      Date: 12/21/2022

      Hello - 

       

      Unfortunately, due to an increase in unusual activity regarding your recent return, we are unable to process your refund on puma.com.

    • Initial Complaint

      Date:11/15/2022

      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 placed an order on 9/17 and realized it was the wrong size, I returned my product and reordered the correct size however I am yet to receive a refund on my returned items. I have called 4 times and each time I'm told my item was returned and accepted and a refund would be issued within 3-5 days w a follow up refund email after our call, I get nothing, no email no refund. I called again today and was told the same thing but now to wait until 11/21 before I call back again. Well I'm not calling again, if my refund is not received I will dispute it with my bank, this is ridicolous, it should not take over 2 months to get a refund on an item that was returned and accepted by their warehouse. I will never do business with them again!! Their customer service wait is min 15 min for a live person and then if you don't have your return tracking # they can't help you even if you have the original order number, wth?

      Business Response

      Date: 11/22/2022

      Hello - 

       

      Thank you for contacting PUMA via the Better Business Bureau. 

       

      I have confirmed with my teams a refund has been processed for your return. Should you have further questions or concerns please do not hesitate to reach out.

       

      Best,

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

      Specialist, Operations - Ecommerce

       

    • Initial Complaint

      Date:11/15/2022

      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.
      Hello, I ordered a batch of shoes on the company's official website www.puma.com in August. The order number is 00190-US60722182. Order date :2022/08/16 Total price: $4940 Because the forwarding company could not help me transport it to *****, I contacted on August 24. The **** customer service chose to return all the shoes and applied for 7 return labels to ****. Then I asked the forwarding company to return all the shoes I received. The return time is August 29th. The logistics information shows that it has been signed by the warehouse on September 6.But until today, November 15th, I still haven't received the refund. Every time I call and email the inquiry, it is repeated and said that it is still being processed. I don't understand why it takes so long to process. Every contact is perfunctory and time-consuming, and there is no new progress. In desperation, I can only apply for a complaint.The PDFs of sheets 1-7 are the return labels provided by ****.The 8th picture is a screenshot of my purchase email The 9th picture is the shipping notification email from **** The 10th picture is my communication record with **** All I want is to ask for a refund, or have the shoes reissued to me, I don't want the shoes to be returned and the money was taken by ****, it's not a small amount, I've been chasing it for up to 2 month long. Hope it can be solved here, thanks!

      Business Response

      Date: 12/21/2022

      Hello - 

      Unfortunately, due to an increase in unusual activity regarding your recent return, we are unable to process your refund on puma.com.

    • Initial Complaint

      Date:11/14/2022

      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 returned an item on October 13th, it was received by the warehouse October 26th. I've contacted customer service multiple times with no response. I simply want my refund for my return. It was in its original packaging, with tags, unused, in fact returned 1 day after receiving the item. There is no reason I should not be refunded! Order number- 00190-us61150301. It is absolutely pathetic the amount of energy I've had to put into getting a refund. I will NEVER shop from this company again, and I will tell whoever will listen not to either!

      Business Response

      Date: 11/22/2022

      Hello - 

       

      Thank you for contacting PUMA via the Better Business Bureau. 

       

      I have confirmed with my teams that a refund has been applied for your order. Should you have further questions or concerns please do not hesitate to reach out. 

       

      Best,

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

      Specialist, Operations - Ecommerce

       

      Customer Answer

      Date: 11/22/2022

      I am glad I finally got refunded for the item I returned over a month ago, in it's original packaging, with tags, 1 day after receiving the item. I have no doubt that I would not have gotten a refund if not for my complaint with BBB! Buyer beware!!

    • Initial Complaint

      Date:11/10/2022

      Type:Service or Repair 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 shoes via return process and according to the ***** tracking at arrived 10/12/2022 at 1am. I received an email notification about that and that my refund would take 7-9 business days.I still have not received my refund and it's been 21 business days. Phone calls and emails I have sent out have been the same "we are sorry for the inconvenience," "we will push this through", "7-9 business days." It's repetitive and I'd like my money back for a product I returned, no longer in my possession that they already said they now have possession of.Thanks.

      Customer Answer

      Date: 11/21/2022

      [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:11/07/2022

      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.
      January 30th, 2022 I ordered shoes. October 30th the poorly made laces broke. Not even a year of use. Actually, even less because I did not wear them until summer because I didn't want to wear them in snow. Puma's resolution was a 20% off coupon which is honestly nothing. I've purchased so much they send me 20% off coupons regularly.

      Customer Answer

      Date: 11/18/2022

      I have not heard from the business in response to my complaint.

      Business Response

      Date: 12/06/2022

      Hello - 

       

      Thank you for contacting Puma Via the Better Business Bureau.

       

      I apologize that the 20% off was not up to your standards for appeasement. Unfortunately we are unable to provide replacement laces or repair damaged laces. I have confirmed that my team has provided you a 40% off code for your next purchase. Please feel free to reach out if you have further questions or concerns. 

      Customer Answer

      Date: 12/07/2022

      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. 

      Unacceptable compromise by business. If they cannot provide replacement laces they should replace the shoes. 

      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,

      ***

       

       

    • Initial Complaint

      Date:11/07/2022

      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.
      My husband bought puma socks, shorts and shoes. And he got them from frys on ************* and ****** in **** **. The shorts are red and black and the puma decal is coming off. The socks that my husband has ripped and he has 8pairs of socks and the shoes dont really fit him . My husband paid $ ***** dollars. We don't have the receipt because we moved and we were homeless for 24 days . We are recovering from covid . He bought them 3 weeks ago. We just want our money back. We are on oxygen to. We are a disabled couple and we are on social security ***********************, my husband wants new socks,shorts in a size Xlarge and in shoes a size 11. We dont want no gift cards or. Coupons. We just want our money back please. Thank you

      Business Response

      Date: 11/08/2022

      Hello ******** - 

       

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

       

      Unfortunately at this time we are unable to assist with your damaged claim as you have previously been accommodated outside of our policy with a direct refund to your card without proof of purchase. Should you be able to provide proof of purchase please do not hesitate to reach out to our customer service team and they will gladly assist with your claim. 

       

      Best Regards,

       

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

      Specialist, Operations - Ecommerce

    • Initial Complaint

      Date:10/03/2022

      Type:Delivery 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 for a pair of shoes that had just come out. The shoes were 110 plus tax. I have called several times, talk several customer services who can't tell me where my shoes are when they will be shipped. look for a tracking number im told, or anything. I keep being told to be patient and that they will come soon. However since this I have ordered several items from Puma that I have received in the mail. The item is still taken out of my account I can see what date its been deducted but I have not received my product. These shoes were meant to go with an outfit that I had for my birthday. Now. Now I don't have shoes AND I have no explanation STILL. I've talked to more than 6 customer service representative who each told me That they could not explain to me why I haven't received my product and possibly there is a backup and more shoes have to be ordered when I ordered my shoes at midnight When the shoes 1st dropped. I am hoping to get my shoes as soon as possible or at least get some real answers for my product. I WAS suggested to made a complaint by email and by the app and the app as well as the email sent me to other places and told me to track my items . I cannot track items that I have no tracking number for and I cannot track items and locate my items that the customer service that works for puma continued to tell me they have no ideal about why I have yet to receive my item. They can see that I paid for it but not see that it will ship to me because it because they don't understand. I really really need Puma to do their part to figure out what has happened to my items as well as acknowledge the problem that I am speaking of and have a solution for me as soon as possible about when I will receive my items it has already been passed 2 weeks going into the 3rd week it should not take this long to receive an item that I ordered over 3 weeks ago Please give me a resolution about what is planned to be done to rectify this situation.

      Business Response

      Date: 10/18/2022

      Hello - 

       

      Thank you for contacting PUMA via the Better Business Bureau.

       

      I have contacted my customer service team and confirmed your issue has been resolved. Should you have further questions or concerns please do not hesitate to reach out. 

       

      Best,

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

      E-commerce Operations

    • Initial Complaint

      Date:09/21/2022

      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.
      Ive placed an order (#*****-US61015507) on Puma website on 18/09/2022. Right after I hit the place order button, I realised the shipping address was wrong, it was my old address where I no longer live there and dont know anyone who is living there. Immediately, I contacted Puma CS by both call and email to ask them change the shipping address. The agent I spoke to said that they would try their best to change the address before ship out, if they failed it, they could call ***** to change it prior to delivery. I also got a response email said I can rest assured as they will make every attempt to change the address (reference number of this request: ********). At that time, I thought things would be okay cause I contacted them in the soonest time, package still not ship out, no tracking had been created yet. However, after 1 and 2 days, 2 trackings were created (************ and ************), shipped to old address. I tried to contact ***** to change but they only allow the sender do it. So I email Puma again to ask their support. They replied they cant do anything cause the address is third-party shipper and it will be delivered soon. They announced they only refund in case the packages are undeliverable and return to them. In other cases, they will not refund to me. Im really disappointed with their reply and action. 1. I contacted them within 30mins right after I placed order, they have plenty of time to change the address.2.How about the commit to contacting *****? Did they really do it? I dont think ***** do not allow sender to change.3.The old shipping address is not third-party shipper, it was a ****** shop before, and I heard that the landlord merged all the small shops into a large one now.4. If they cant change the address, why didnt they cancel my order or ask ***** to return the packages to sender before delivery? It will be more safe for me than waiting ***** not deliver or worst case deliver to someone else that I dont know and lost it

      Business Response

      Date: 10/04/2022

      Hello  -

       

      Thank you for contacting PUMA via the Better Business Bureau. 

       

      I have contacted my customer service team and they have informed me the address was updated on both packaged and delivered to the requested updated address. If you are still having issues with your order please do not hesitate to reach out. 

       

      Best,

      **************** 

      E-commerce

      Customer Answer

      Date: 10/04/2022

      [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,

      ***********

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

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