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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:01/16/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      **** is such a rip off. Today i tried 2 times with 2 different cards to place a order over thr phone and each time the payment failed for 4 sweatshirts i was to pay $15.99 for each making my total $63.96, buy they didnt go thru. So i tried with my ****** account under the email ***************** and puma authorized the charge but never placed the order. I talked to ****** and they said they will hold the authorization for 30 days unless puma reaches out to cancel the authorization. I called puma (call reference # ********) asked to speak to their account management and the customer service agent told me that since their is no order they can not contact ****** about this charge. So im asking the bbb to have puma reverse this charge so i dont have to wait 30 days to get my money back from an order they are not filling . I heard puma is a rip off but this stealing people money and holding their hard earned money in limbo until the charge falls off depending on the banks processing timeline is ridiculous because they puma should not be authorizing any amount if they arent establishing an order. Im including pictures of the authorization charge on my account and the items i was attempting to buy, as well as an email sent to me from puma about a incomplete order but charging me the complete price.

      Business Response

      Date: 03/21/2025

      Hello -

      Thank you for reaching out, and we sincerely apologize for the inconvenience this situation has caused. We understand your frustration, and we appreciate you bringing this matter to our attention.
      Please note that **** does not hold funds for orders that are not successfully processed. The authorization charge you see is placed by your financial institution, not by ****, and is typically held temporarily by ****** or your bank until the transaction is either completed or canceled. We recommend reaching out to your financial institution or ****** directly to clarify the process and request assistance with resolving the authorization.
      If you're still interested in placing your order, we suggest contacting our customer service team for further assistance. They will be happy to help you successfully complete the purchase.
      We apologize again for any confusion or frustration and appreciate your understanding.

    • Initial Complaint

      Date:12/31/2024

      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 made an order and didnt receive it. The package is being delivered by fed ex and there has been no movement. The agents are gaslighting me saying I have to wait 10 business days from the last movement to receive a refund which is ridiculous.

      Customer Answer

      Date: 01/11/2025

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

      Business Response

      Date: 03/21/2025

      Hello - 

      Thank you for reaching out. After reviewing the details of your order, we can confirm that the package was successfully delivered. If you believe there is an issue with the delivery or if you haven't received it, we recommend contacting our customer service team directly for further assistance. They will be able to help resolve the situation and provide any additional support you may need.
      We understand how frustrating this can be, and we appreciate your patience as we work to ensure your issue is addressed.

    • Initial Complaint

      Date:12/20/2024

      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 December 01, 2024 I made an online order for the purchase of two separate products which were delivered on December 06, 2024 at 5:00 p.m via the ****. Upon opening the package and examining the products it was determined the both items did not fit according to the manufacturers specifications concerning correct measurements of the products. On December 06, 2024 at 5:45 p.m an initial return was initiated and dropped off at my location ***** location the same day an hour later the products were delivered inside its original packaging. I received the receipt from store associate and the package was shipped by to sender the following day. On December 10th, the products arrived back at shippers processing facility and return processed. It is now December 20th, 2024 and I still dont have my refund which is alarming because the company has there products and my money.

      Customer Answer

      Date: 01/01/2025

      [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:12/19/2024

      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.
      Misleading Return Policy:My name is *****, I reside in ******, **. I purchased a pair of Voltaic Evo Wide shoes from Ottawa Tanger's Outlet Puma store on 29th November 2024. Item number ********. I paid C$79.99 for the shoes and C$10.40 for taxes, a total of C$90.39. I didn't feel comfortable on them so I went to the store to return it. The employee didn't take my return saying some ******** reasons like - it's scratched, dirty, and smells, she also added that how will we run the business if everyone comes to return stuff. Ridiculous! And the shoe looks completely fine! If you don't want to take returns why keep a fake return policy in the first place? Very lucrative way to run a business, isn't it? Tell your customers that you can return and later not take it! I had clearly asked them about the return policy before buying and they told me I could return within 30 days. When I was at the store buying it they were so nice and suddenly all the rules and the attitude had changed when I wanted to return it. I'm looking forward to your response on this as I'm super ****** with the customer service.

      Customer Answer

      Date: 12/30/2024

       have not heard from the business in response to my complaint. I left a ****** negative ****** review to which they only told me to contact them via email or phone. I had emailed them already before that. No response yet.

      Business Response

      Date: 03/21/2025

      Hello - 

      Thank you for reaching out and sharing your experience with us. We truly apologize for the frustration and confusion youve encountered regarding your return, and we understand your disappointment with the situation.
      I want to clarify that we take our return policy seriously and aim to make the process as smooth as possible for all customers. Based on your description, it seems there was a misunderstanding or miscommunication at the store level. We certainly do not want you to feel misled or upset after your purchase.
      As we dont have any online orders tied to your account and we were unable to connect via phone, my team has reached out via email to provide you with a discount code as a gesture of goodwill for the inconvenience caused. They also included their direct contact number in case you would like to discuss this further or have any additional concerns.
      We sincerely apologize for the experience youve had, and we are committed to addressing any issues you may have.

    • Initial Complaint

      Date:12/18/2024

      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 order number is 00190-US65311220 i returned this back to their warehouse many months ago with a dropoff reciept sent to puma and the tracking marking it as delivered. The retuen has been recieved by them confirmed by staff but the refund isnt finalized because they didnt recive the items. when they told me they did. I sent the package out with the items intact and i am not sure what happened durinf the process but this is a many month ordeal. If you guys could help me out with a refund to solve this it would be very appreciated thanks

      Business Response

      Date: 01/17/2025

      Hello - 

      Unfortunately, we are unable to assist with a return or refund for your merchandise. The package was received at our returns facility however there was no merchandise included and only a small envelope with trash inside. This denial was sent to you by our customer service team in February 2024. 

      Should you have future questions or concerns please do not hesitate to reach out directly to our customer service company. 

      Best,

      Alexis 

    • Initial Complaint

      Date:12/16/2024

      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.
      bought these 2 pairs of shoes through instagram from **** official / verified page, paid through ******. I do not have an order number to initiate return, and calling into 800# for customer service, puma cannot track package or even verify order, even though *************************** is where this was picked up from. I want exchange and for **** to pay all costs for shipping given sloppy work. Order placed Dec 1, shipped dec 2 from LOCATION SKU'AS-A03-063. ************ AS-A07-J78. ***********

      Business Response

      Date: 01/17/2025

      Hello - 

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

      I have confirmed that my team has located your order and issued a return label for your items. 

      Please feel free to reach out directly to our customer service team should you have any future questions or concerns. 

      Best,

      Alexis 

    • Initial Complaint

      Date:12/12/2024

      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 had an order from PUMA stolen upon arrival. They used ***** and it was delivered with a photo of package on my porch sent to my Email, but I couldn't find it when I got home (2 hours after delivery). No one was home when it was delivered, thus ***** couldn't have gotten a signature. I never authorized for the package to be left on porch without signing for it. For all my previous packages delivered by *****, a signature was always required. I contacted **** and they said they're not responsible for stolen goods.

      Customer Answer

      Date: 12/22/2024


      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:12/03/2024

      Type:Sales and Advertising 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 December 1, 2024 I received a VERO warning from **** on account ********************* for an item being counterfeit or unauthorized item. Listings that don't follow policy Item: ************ Puma Girls T-Shirt Kids Top Size L 12/14 Reference ID: **************. I understand the company (puma-****************) you hired uses AI to detect fakes. However, this item was purchased directly from **** several years ago for my daughter when she was 12 as she is 17 years old and it does not fit. We were going to use the money to buy more Puma clothing. I dont think that will be the case for me or my family. We have sent an email to puma-**************** and have not received a response. Clearly, this was a mistake. We will not list any of your items again but we will be buy anything from you in the future. As a matter of fact, the item was listed 2 years ago and was on **** that entire time without an issue. **** does not have good resale metrics.

      Business Response

      Date: 03/21/2025

      Hello -

      Thank you for reaching out and providing detailed information regarding the situation. We understand your frustration, and I want to clarify the circumstances surrounding the **** warning you received.
      First, please know that **** does not enforce on ********. However, at the end of last year, a bot issue unintentionally triggered reports on ******** listings for all clients within the scope of **** domains. This led to some automated complaints on certain listings, including yours. Our team worked directly with **** to resolve the issue. While many of the complaints were lifted, there were instances where **** was unable to restore the original listings, requiring sellers to reupload their items.
      I also want to apologize for the lack of response you received. We understand that this situation has been frustrating for you, especially since the item in question was purchased directly from Puma for your daughter several years ago.
      Given that **** does not enforce on ******** and that this was caused by an unexpected system error, we assure you this is not a matter of intentional policy violation. We sincerely apologize for any inconvenience this may have caused and appreciate your understanding in this matter.
      Please do not hesitate to reach out if you have any further questions or if there is anything else we can assist you with.

    • Initial Complaint

      Date:11/30/2024

      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.
      Why when I look up this order it says that it doesnt exist. I received *** email confirmation from **** and the money was taken from my Apple Pay. The bank states that I need to contact the business. **** tells me its an issue on their end but I still have no resolution and the money is still deducted from my debit card.

      Business Response

      Date: 12/06/2024

      Hello - 

      Thank you for contacting PUMA via the Better Business Bureau. 

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

       

      Best, 

      ****** S

      Customer Answer

      Date: 12/06/2024

      [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:11/27/2024

      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 am writing to express my concern regarding the delivery of my recent order, number 00190-US69003083, placed on November 13, 2024. According to the tracking information provided by ***** (Tracking ID: *************, my package has not shown any updates since it arrived at a ***** location in *********, **, on November 16, ******* has been almost ten days without any progress or new information on the shipment. I am worried about the prolonged delay and would appreciate any assistance you can provide in locating my package and ensuring its prompt delivery. If this issue cannot be resolved soon, I may need to consider canceling the order.Please let me know the current status of my shipment and any steps that can be taken to expedite the delivery process.Thank you for your attention to this matter.Sincerely,****

      Business Response

      Date: 12/06/2024

      Hello - 

      Thank you for contacting PUMA via the Better Business Bureau. 

      I have confirmed with my team that your claim for a refund has been processed at this time. Please feel free to reach out directly to customer service with any questions or concerns you may have. 

      Best,

      ****** S

      Customer Answer

      Date: 12/06/2024

      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. 

      Canceling the order , these were Christmas gift thanx  great customer service indeed and has nothing ***** with your products sadly is with your customer support 

      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,

      ****

       

       

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

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

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