Complaints

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

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• 

  Puma North America, Inc.

  455 Grand Union Blvd Winter Hill, MA 02145-1446

• 

  Puma North America

  1250 Service Rd Mississauga, ON L5E 1V4

• 

  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

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.

• Initial Complaint

  Date:03/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

• Initial Complaint

  Date:03/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 a complaint about a promotion this company at *** where they offered 444 pairs of shoes for free if you purchased all 4 pairs in the line before hand. The complaint is that over half of the 444 pairs were given out before February 22 the date of the last release date. Also is the fact that when you called in they would tell you that it wasnt a first come first serve it was a raffle for them so that because if you didnt live in one of ***** major cities that they allowed to carry the shoes in stores it wouldnt matter. Which when I called into puma customer service. to the local puma stores here in the ********* area and even the local champs and foot lockers I was told these are only available for online ordering as well from them and no mention that if I drove to the coast lines in major cities I could get them in person which I wouldve done I wouldve drove 16 hours one way to get them on release day honestly I can say that I would have done this no questions asked had that been information been offered to anyone before the release day. I purchased all four pairs of these shoes on the days they were released I put the info on the website even paid for overnight shipping to get them as soon as possible as the customer service team assured me that would be enough to get the last pair by doing that. I feel like this company has lied to not only me but all their loyal customer base and should be held accountable for this as half the shoes they released early have video evidence on all the socials now of being shipped out to influencers, friends and family of them as well most of them they day of the first shoe release 4 weeks before the last pair were even available to anyone who did this the correct way. I feel that this is totally unacceptable and that this company needs to make it right to me and everyone else they led to believe that spending $600-$700 with shipping would actually have a chance of getting these shoes. They need to make it right!

  Customer Answer

  Date: 03/12/2025

  I have not heard from the business in response to my complaint.I have not heard from the business in response to my complaint. Not at all they keep telling me that corporate has no response to them. Their customer service is getting tired of me calli g in each and everyday and has yet to give me any kind of update. They have asked that I do all the work they need to do to find out who leaked all the shoes that were for this before they were available to anyone who did it legitimately. They have even asked me to obtain a customers tracking number to verify it was real shoes it has been verified by experts in the sneaker industry though already as real and authentic. Please help get this resolved.

  Business Response

  Date: 03/21/2025

  Hello -

  Thank you for taking the time to share your concerns with us. We understand your frustration, and we genuinely apologize for the confusion surrounding the promotion for the MB.04 Shredders.
  We want to assure you that weve made efforts to accommodate you well outside of our usual policies. Regarding the availability of the Shredders, we understand that there have been several claims suggesting they were available for purchase online before the official close of our contest. For clarity, the MB.04 Shredders were never made available for sale to the public. These shoes were part of a gift with purchase program, with quantities limited to just 444 pairs. Any listings, advertisements, or information suggesting otherwise were either errors, misunderstandings, or independent actions that were not related to the promotion organizers or official distribution channels.
  We understand the frustration of feeling misled and want to acknowledge your commitment to the promotion by purchasing all four pairs and going above and beyond to ensure timely delivery. However, we do want to clarify that this promotion was based on a limited quantity of gifts that were distributed through specific channels, and we cannot guarantee stock beyond the allotted number.
  We truly regret that this situation did not meet your expectations and understand how disappointing this experience must have been, especially after investing time and resources in the hope of receiving the shoes.
  Again, we apologize for any confusion or frustration this has caused and appreciate your understanding. If you have any further questions or need assistance, please dont hesitate to reach out.

  Customer Answer

  Date: 03/24/2025

  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. 
  

  
  I am not satisfied with this response as it is just another lie from this company. I have included this video and data from reseller website that verifies each as real and legitimate as well with trained and professional sneaker verifiers. They shipped out and made available more than half of the contest shoes before the contest legally started. Not only that but other obtained the ** code illegally and used them with no checking from the company at all as to how or why people were entering the ** codes days and weeks early and just started shipping them out the shoes way before the contest had even started. I know for a fact that the 3 sizes I was ordering were all gone before the day of the contest was available to me. It is a shame to have to do this with a company I have spent thousands with and still do to this day. I am just disgusted and disappointed that they could run this much of scam knowing they had shipped out all the prizes before the contested started. I have proof and still gathering more as I have spent my own money on getting a pair and also with that emails and paper trail to this one pair which again was shipped and received before the contest even started. This company is on tons of videos giving away and selling the sets of 5 one entire week before the contest even started at the *** all star weekend they moseyed outside. They need to find a way to make it right as these sneakers cost me over 1200 not to mention all my free time I have invested into uncovering all the wrong doings they did which I have I have even sent to them as well.
  Thank you
  ***** Campbell 
  but a refund is a slap in the facing knowing I am still out 1300 make this right puma I have faith that your company is better than this. I will keep prepaying on this for a fast a fair conclusion

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

  Jefry

   

   

  Business Response

  Date: 03/27/2025

  Hello -

  While we understand your frustration at not obtaining one of the MB.04 Shredder pairs, this was a gift with purchase program with quantities limited to just 444 pairs offered. The program copy stated that the 444 pairs were only available while supplies last. The MB.04 Shredders were never made available for sale to the public and any sales through third party reseller sights were and are outside of the scope of this program.

  Customer Answer

  Date: 03/27/2025

  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. 

  I am unsatisfied with this entire exchange with this company. The best thing about this entire misfortune is that I found that thier golf department is amazing and so much so me and my son who has listened to many of the customer service call are actually going to try our hand at golf this weekend per their amazing employees suggestion. But this offer says it will be fair it was not they said they werent for sale they werent through **** I have never said that but I have said that they gave away almost all the shredders before the honest customers had a chance to get a pair at all bu shipping them out to influencers friends and family of the hoops department and the sale they as a company did 2 weeks early for all 4 of the other shoes. I am asking for what the terms say equal or greater value and iI do t care if they pick the items and send me a box of shoes in sizes 13,8 mens and 8.5 womens and any apparel or anything that this company sees fit to reimburse me for the over 1200 which again is still cheaper than most can get a pair of these for. Thats it I am just seek a fair end to this entire ordeal and a chance to move forward I do not want a cash out or anything like that just exactly what the contest terms state as this was an unfair and a complete scam of a contest. They have my phone number and can call me anytime to talk more if needed.

   

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

  Jefry

   

   

• Initial Complaint

  Date:02/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 4 orders from **** in the last month beginning on 2/1/25. It was for a Teenage Mutant Ninja Turtle Puma shoe collection. Each week they released a different shoe. At the end of the release if you purchased all four and redeemed your codes you could have the chance to get a free pair of Shredder shoes. When I got my last shoe today and entered the code it said all shoes have been claimed. I purchased all shoes within minutes of launch. I contacted **** and they claim theres nothing they can do. If you read comments on X apparently this happened to a lot of people and even people that received the shoes next day could redeem their code either. Also, the shoes were up for sale on **** for thousands of dollars prior to the last ones even releasing yet it was code only. I want a refund for all the shoes. They scammed so many people.

  Customer Answer

  Date: 03/11/2025

  I have not heard from the business in response to my complaint. Also attached another photo to show this was completely rigged!

  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: 03/24/2025

  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. 

  There are people that got them before regular consumers. There is an entire online community that is not able to get them as they were released to others before. Also, puma has been refunding people for their shoes online. 
  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.

  Customer Answer

  Date: 03/25/2025

  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. 

  They didnt do anything but acknowledge my frustration. A supervisor on the phone offered a discount then said its essentially like $100. When I did the math it was only $60. I want refunds. Not you to take my concern seriously. So many people were impacted by this and mislead. And all you can do is say, we appreciate it, well take your feedback - No.
  
  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:02/26/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 promotion which claimed that the purchasers of 4 sneakers would be eligible to receive a 5th pair for free.The 4 sneaker releases were on different dates concluding February 22, 2025.However before all of the sneakers releases people were posting pictures of not only the 4 necessary purchases, but the 5th reward pair.The 4th necessary purchase released on Saturday, February 22nd, meaning they wouldn't ship until Monday, February 24th.However by the 24th, all "reward" pairs were claimed before online customers of ****'s own website could have qualified or acquired the reward pair. Customers regular state on websites like **** that the company provided them with the 4 entry sneakers before the general release dates, meaning all advertising was federally ********** a phone conversation with Puma customer service, their employee told that not only were **** employees purchasing the sneakers for in house pickup to qualify for the 5th pair, but returning the 4 purchases for their money back, to profit off of reselling the limited edition 5th ******* evidence of the pictures of all5 pairs online before the 4th pair was able to be purchased, Puma blatantly lied to consumes and participated in rampant false advertising. It egregiously misled consumers about the ability to enter until early March 2025, and falsified odds of obtainkngthe 5th reward pair of sneakers by sending them out to individuals before they were commercially available.This was a blatant scam to bait customers into buying 4 pairs of sneakers with the false and absurdly exaggerated opportunity to obtain a 5th pair of sneakers as a reward. To have sneakers pictured in hand, before release date, with receipts, shows the company knowingly and actively deceived consumers under false pretences. To further make consumers who purchased all 4 of the necessary "entry" sneakers within minutes of release, and distort their odds of receiving the 5th reward pair is tampering and lottery fraud.

  Customer Answer

  Date: 03/10/2025

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

  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: 03/24/2025

  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. 

  Try as they may to say no sales of the shoes occurred - that they were a prize or a gift - the shoes were very clearly in customers hands and being RESOLD by the customers before they were ever supposed to be available as a prize or a gift.  The evidence is indisputable.  Sneaker reseller StockX releases their data publicly and there were over two dozen resales of the item before Puma released their "Krang" sneaker, which was required to be purchased in order to qualify for the "Shredder" prize/gift.  Further, there are sales on **** prior to the release of the Krangs, with multiple listings showing have the "Shredder" prize sneaker already in hand. 
  
  Ultimately, PUMA is responsible for the contest, prizes, and gifts.  Whether it was a distributor with whom they contracted or any other third party that released the sneakers early, it does not matter.  PUMA was engaged in advertising that 444 pairs of the sneakers were available to the public AFTER the "Krang" variant became available. 

  The facts in the case are indisputable.  444 pairs were not available, because ****, its partners, and parties it engaged with provided access to them ahead of time. Whether it was for marketing purposes, promotional posts, or simply unscrupulous actions by stores like ***********, it doesn't matter. 

  PUMA made the sneakers.  PUMA ran the contest.  PUMA shipped the sneakers. **** HAD TO knowingly ship out the sneakers to the customers ahead of the publicly advertised and displayed release date.

  There is no denying this.  The sneakers were being resold by third parties before the Krang release date. **** shipped them to the customers before the release date.

  No matter who did the actual action of releasing the sneakers - ultimately - the responsibility was on **** to regulate the program, make it fair, not make them available before the release date, not ship them to people who obtain codes disingenuously, and not false advertise. Instead, they continued to false advertise, mislead consumers, and run a ficticious program that bated consumers into the belief that they would stand a fair chance at obtaining this prize on release date, and that simply wasn't the case.
  
  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.

  Customer Answer

  Date: 03/25/2025

  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. 

  While I appreciate an apology, I do not feel that that makes me whole. While I don't expect to get the sneakers at this point - the fact that I spend over $1,000 on products during this promotion from **** under the guise that I would have a fair shot at the prize/gift/Shredder sneakers, when that was factually not the case, will never sit right with me - particularly as people who Puma sent the sneakers to before their release date are reselling them for upwards of $3000 online. **** has lost this customer for life due to its failure to execute this event properly and lack of action to stop it or make customers whole after it happened.
  
  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:02/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 scam involving a set of shoes and fleeced people into buying them. It involved having to buy 4 pairs of shoes just to get a specific pair and before the last set of shoes for the contest were shipped out **** made the claim all the special shoes were already claimed. **** shouldn't be allowed to do this and should issue refunds to all customers affected. I know I want my money back and an apology from ****.

  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.

• Initial Complaint

  Date:02/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 some shoes on Friday 2-14-25. They were confirmed and shipped that day. The shoes sold out in under an hour. When I got my package yesterday, 2-18-25, there was a shirt instead. Because of the shoes being a limited release, they cant get me replacement shoes and they wont try.

  Business Response

  Date: 03/21/2025

  Hello - 

  I have confirmed with my team a refund has been processed for your original order including shipping fees. Please feel free to reach out directly to our customer service team if you have any future questions or concerns. 

• Initial Complaint

  Date:02/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 February 4 for a gift to be given more than a week later. The order shipped and then became delayed with no further updates, the original delivery date was to be February 10. It did not come on that date. The tracking updated again on February 12 and then I received an email from **** saying my package arrived on February 13. It did not. I called a few hours later to allow for any delivery corrections since the photo provided was not of my home. They advised me that even though the order was placed TEN days ago and it was delivered with a photo - I needed to wait 3 days to file a claim and THEN wait for the claim to be resolved. That is absolutely ridiculous. I paid them, and do not have the item. I dont work with the courier, they do. They can file a claim on their own behalf.I want a full refund for my purchase as it is fraud to take funds and not supply an item. I have not received a response via email beyond them telling me, again, to file a claim. I called ***** and they have advised me that since they have the account with the business, the BUSINESS needs to file the claim. How absolutely ridiculous to make the customer jump through hoops for their OWN delivery issue.I will also be filing a complaint with the Attorney General. Absolutely disgusting customer service.

  Business Response

  Date: 03/21/2025

  Hello -

   

  Thank you for reaching out and sharing your experience with us. We truly apologize for the inconvenience and frustration youve faced regarding the delivery of your order. We understand how disappointing this situation must be, especially with the gift being delayed.
  Im happy to inform you that a full refund for both your order and the shipping charges has already been processed. We understand your frustration with the delivery issue and sincerely regret any confusion or inconvenience caused by the claims process. We work closely with our courier partners to resolve these matters, and we certainly strive to improve our communication in these situations.
  If you have any further questions or need additional assistance, please dont hesitate to contact us. We truly appreciate your patience and understanding during this time.

• Initial Complaint

  Date:02/01/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 pair of shoes that didn't fit for a gift card. Now, I want to use the gift card, but apparently it's been flagged as "suspicious." I called customer service and they said they would issue me new gift card in a few days, but that never happened. So frustrating!

  Customer Answer

  Date: 02/11/2025

  [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:01/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 received order a Christmas gift in December 2024 of the ***** ****** collab hoodie. I first went to wear the item in early January and the button came completely out of the hole, leaving it frayed and stringy. I called to get a replacement to be told that not only do I have to initiate a return and then get my money back but Id have to then place a new order. New order? Why cant I have my money back instead? Only to be told that the item isnt in stock and there is not ETA for when or if it will ever be in stock? How can you sell a defected item, dont offer a refund and if I want to exchange I have to wait for my size to come back into stock??? What kind of service is this? Especially since my child, nieces and nephews gathered their money to purchase this for me only to not be able to enjoy it.

  Customer Answer

  Date: 02/01/2025

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

  Business Response

  Date: 03/21/2025

  Hello - 

  Thank you for reaching out and sharing your concerns with us. We sincerely apologize for the experience youve had with your ***** ****** collab hoodie, and we understand how disappointing this must be, especially considering it was a special gift from your family.
  After reviewing your case, Im pleased to inform you that we have provided you with a $90.00 code to use for another purchase on our website. Im glad to hear that you were happy with the assistance provided and that we were able to address the situation to your satisfaction.
  We truly apologize for the inconvenience caused by the defective item and the challenges around the exchange. We understand that this situation was frustrating, and we appreciate your patience as we worked towards a resolution.
  If you have any further questions or need additional support, please dont hesitate to contact us. We hope you can enjoy your new purchase soon!

  Customer Answer

  Date: 03/29/2025

  [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,
  
  De ****** *****

• Initial Complaint

  Date:01/20/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 brother placed an order on my behalf, however he got the address incorrect. I currently stay in the midst of the California Wildfires so I figured thats what had my packages delayed. After waiting days & no packages I checked my email to get an update to find out that my brother mistakenly out the wrong address. I contacted **** to get the issue resolved & a refund. They wouldnt allow a refund or any credit or replacement & or any file a claim with the carrier & stated they are not liable for packages lost, stolen or address mis input. Things happen, mistakes happen & with all the California wildfires chaos things are all over the place but I am now out of money for products I didnt receive & is trying to get a refund issued.

  Customer Answer

  Date: 01/31/2025

  I have not heard from the business in response to my complaint. They will not help me in anyway to receive a refund. 

  Business Response

  Date: 03/21/2025

  Hello -

  Thank you for reaching out and sharing the details of your situation. I understand how frustrating this must be, especially given the circumstances with the California wildfires.
  After reviewing your case, I can confirm that a refund has already been processed for your order. If you believe this is incorrect or if you need further assistance, we recommend contacting our customer service team directly. They will be able to review the situation and provide any additional support you may need.
  We sincerely apologize for any inconvenience caused and appreciate your understanding.

  Customer Answer

  Date: 03/24/2025

  [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,
  
  ***** ******