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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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/25/2022

      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 the order on 8/15/22. I have called 4 times to request an estimated shipping date. I was told the order was not processed because of an error and it remains open. The order was never sent to the warehouse and they can not issue a refund or tell me an expected ship date. This is unacceptable. They also can not tell me when or if the order will ship at all and will not issue a refund. They can not locate the order with the order number provided only my phone number.

      Business Response

      Date: 10/04/2022

      Hello - 

       

      Thank you for contacting PUMA via the Better Business Bureau. 

       

      I have confirmed with my team there was an issue with the processing on your order. I sincerely apologize for the inconveniences you experienced while shopping at Puma.com. I have also confirmed a refund has been processed for your order at this time. 

       

      Should you have any questions or concerns please do not hesitate to reach out. 

       

      Best,

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

      E-commerce

    • Initial Complaint

      Date:08/11/2022

      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.
      On 7/19/22 I placed an online order on puma.com for 3 pairs of shoes in the amount of $85.77. I returned 1 pair by mail and received my refund of $25.73 on 7/22/2022. The issue I have is the following: On 7/25/22 I returned the other 2 pairs by mail in 1 package, and still have not received my refund in the amount of $60.04. The tracking # for the 2 pairs is Fed ex # **** **** **** **** ****** It shows it has been delivered on 8/4/22 I have called numerous times to Puma customer service and have been unsuccessful because they keep asking me for the tracking number for the first return, which makes no sense. The 1 pair return was refunded back to my credit card. I am trying to resolve the return of the 2 pairs and ***** can help me. I will never purchase from that company again and I have never experienced an issue like this before. I do expect a resolution and refund in a timely manner please. Thanks ***************

      Business Response

      Date: 08/24/2022

      Hello-  

       

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

       

      I have reviewed your case and requested a one time accommodation be processed and your items refunded. If you have any further questions please do not hesitate to reach out. Email: ***************************
      Toll-free number: 1-888-565-PUMA (7862), 

      Customer Answer

      Date: 08/29/2022

      [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:07/15/2022

      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.
      On 06/03/2022, I placed an order with Puma for two pairs of shoes and these items were delivered to me on 06/08/2022. On, 06/16/2022 I tried to get a return label online from Puma to return on pair of shoes as they didnt fit properly. The website was giving an error so I contacted Puma and they were able to mail me the label via email. I sent the shoes back on 06/20/2022 and it was received by Puma on 06/29/2022. I called to ask when will my refund be issued and they said in 10 business days from the day it was received at the warehouse. I waited those 10 days and still no refund. I contacted them again on 07/13/2022 and they said would manually process my refund and it would take 1 - 2 additional days. They told me to call back Friday 07/15/2022 if my refund didnt process. Today, 07/15/2022 I called Puma as I didnt receive any emails about my refund. Then, they told me I would need to wait an additional 1-2 days and my refund would process. This is unexpectable it should not take almost a month to receive a refund for an items that I sent back in a timely fashion. Also, it has been more than 10 business days dealing with my refund and return. There customer service is terrible. I still do not have my money back for a pair of shoes I sent back almost a month ago.

      Business Response

      Date: 08/10/2022

      Hello - 

       

      Thank you for contacting PUMA via the Better Business Bureau.

       

      I have reached out to my customer service team here and they have informed me your refund has been processed at this time. If this information is incorrect or you have further questions or concerns please do not hesitate to reach out. 

       

      Best,

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

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

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