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

  7000 Arundel Mills Cir Hanover, MD 21076

• 

  Puma North America

  402 5th Ave San Diego, CA 92101

• 

  Puma North America

  5610 Paseo Del Norte #116B Carlsbad, CA 92008

• 

  Puma North America, Inc.

  19750 Van Ness Ave Torrance, CA 90501

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:04/27/2023

  Type:Delivery 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 have over a two to three year period made dozens of purchases online directly from PUMA and have had no serious issues until now. On March 29th of 2023 I made two separate purchases from PUMA for my granddaughter and it was 2 two piece outfits and a second purchase was for matching sneakers. The total for both was approximately $145 combined. Well shortly after I received confirmation order received and the email covering the items purchased and by when they should be received, just as every previous purchase. The email is also accompanied by an email stating order status and possible arrival date. The email stated items shipped on the 30th and will arrive approximately by the 5th of April, so I was grateful to see that she would have the outfits by Easter weekend, but that's when everything fell apart. First inquiry was made by me on late Thursday the 6th and the package was sitting in a ***** hub in *********** with no potential delivery date, so I waited through the entire day of Friday the 7th checked again same thing still in *********** ***** hub with no info. So I came to the realization that she probably wouldn't have the items by Easter Sunday and waited the entire hoping it would show and periodically check the ***** website to see if any changes had been made. So after several annoying attempts at speaking with someone directly at ***** to no avail I began calling puma directly with zero response as to what's going on with this package and when I might see it if ever. The entirety of my day Saturday the 8th waisted online and on the phone on hold for in total would easily be well over hours and neither PUMA CS or ***** automated services could I even get beyond attempts to give them a 20+ digit tracking number for the which after typing and verbal indication all I could get was sorry we couldn't recognize that #. Hear I am checking out the status on Easter morning and still nothing from neither! Fed up with PUMA and *****...

  Business Response

  Date: 06/26/2023

  Hello - 

   

  Thank you for contacting PUMA via the Better Business Bureau.

   

  I apologize for any the inconveniences you experienced while working with our customer service team. I have confirmed with the ** team that re-shipments and refunds have been processed at this time. Should you have future questions or concerns please do not hesitate to reach out. 

  Email: ***************************
  Toll-free number: 1-888-565-PUMA (****), 7AM MIDNIGHT EST, 7 days a week

  Customer Answer

  Date: 06/26/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:04/23/2023

  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 made a purchase in April for a pair of shoes and returned them because they was to small, I call and ask about my refund and was told that it take 10 business days to receive the refund, I call when it was 11 business days on April 18 and still no refund

  Business Response

  Date: 04/27/2023

  Hello ****** - 

  Thank you for contacting PUMA via the Better Business Bureau. 

  I have confirmed with my team that a refund has been processed on our end for your return. Should you have any future questions or concerns please do not hesitate to contact our **************** team. 

  Best,

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

  Specialist - Ecommerce Operations

  Customer Answer

  Date: 04/27/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:04/20/2023

  Type:Delivery 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've ordered 9 pairs of sneakers from Puma and received them late. So once I finally received them I no longer wanted them so I returned them. I was given a tracking number (that I used to return the order with) with a pre weight and pre package info that doesn't exactly describe what I returned. The package shows it was delivered on April 10th, and when I call I'm being told that they haven't received my return because the weight doesn't match with what should've been returned, even though they gave me this label with a pre-weight of 1 pound! The order was priced at around $1,371.83 and now I'm being told that I won't be reimbursed for my return because the label says 1 pound, which they created!!!! So now I would like to issue a dispute to this sorry excuse of a company.

  Customer Answer

  Date: 05/01/2023

  I have not heard from the business in response to my complaint. I'm still in the process of trying to be reimbursed for my return.

  Business Response

  Date: 05/03/2023

  Hello - 

  Thank you for contacting PUMA via the Better Business Bureau.

  I have confirmed a refund has been processed at this time for your returned items. Should you have any future questions please do not hesitate to contact our **************** team. 

  Best,

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

  E-Commerce Operations

  Customer Answer

  Date: 05/04/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:04/12/2023

  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 returned my order to my local ***** on 3/23/23, and I called the business and was told that both pair of my shoes were returned to the warehouse as of 3/27/23 and I would have to wait **** business days to be issued a refund. It is now been 11 business days and I just received an email that only one of my items have been refunded. Where is the other pair of shoes and the rest of my money?! I am sick of calling and wasting time with agents that do not know what they are talking about! I won't order from here again because it's a hassle to get your money back!

  Business Response

  Date: 04/13/2023

  Hello - 

  Thank you for contacting PUMA via the Better Business Bureau.

  I apologize for any inconvenience you may have experienced while returning your products to us. I have confirmed that a refund has been processed for your second item. Please note that the refund may take a few business days to reach your account. Should you have any questions or concerns please do not hesitate to contact our **************** team. 

  Best regards,
  
  **************
  
  Specialist, Operations -Ecommerce

  Customer Answer

  Date: 04/13/2023

  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 # ********. The response is nothing more than a generated empty reply. I won't buy anything else from the site. I've never heard of a warehouse refunding my money, as a representative of your company told me. I was under the impression that I bought the merchandise from Puma, not the "warehouse".

  
  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,

  Nikita

   

   

  Business Response

  Date: 04/13/2023

  Hello ****** - 

  I regret to hear that you are unsatisfied with the returns process here at Puma. Our product is located at a warehouse where we ship from and receive returns. At this time a refund has been processed for both of your items that were returned to our Puma warehouse. The ************ Training Shoes, for $***** on 4/11/23. A refund for the 2nd item, the Star Vital Men's Training Shoes, for ***** was processed today 4/13/23. Please note that refunds may take 3-5 business days to process to your account. This is based on your financial institution's guidelines for processing such credits. If you do not receive your refund in 3-5 business days (Monday - Friday) I suggest contacting your financial institution for the status of your refund. 

   Best regards,

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

• Initial Complaint

  Date:03/31/2023

  Type:Order 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 made a purchase online on March 20. On March 22 had to send the shoes back. They received it on March 27! Call Puma talked ****, **** advised they received the shoes. Ask for my refund, **** told me I need to wait 10 days ! I advised ********** cannot wait 10 days when they already received the shoes. Ask for supervisor, talked to ******. She advised the policy, advised her I need my funds since they have their product. She advised theres nothing she can do.

  Business Response

  Date: 04/04/2023

  Hello - 

   

  Thank you for contacting Puma via the Better Business Bureau. 

   

  I have confirmed with my team that a refund has been processed at this time. Should you have future questions or concerns please do not hesitate to contact our customer service team. 

  Customer Answer

  Date: 04/04/2023

  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 refund me for one pair of shoes  when it shouldve been for two pairs of shoes. I still havent received my refund for the other pair!
  
  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,

  Louis

   

   

  Business Response

  Date: 04/13/2023

  Hello - 

   

  Apologies for any miscommunication. I have confirmed a second refund has been applied for the second shoe. Please note that refunds have been processed on our end though it may take a few days to reach your account. If you have any questions or concerns please do not hesitate to reach out to our **************** team. 

   

  Best regards,
  
  **************
  
  Specialist, Operations -Ecommerce
  
  

• Initial Complaint

  Date:03/27/2023

  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.

  In early February 2023 I bought Puma sneakers for my daughter, SoftRide Rift Pop Big Kids 7, delivered February 8, 2023. On March 25 I called Puma customer service because the insoles have worn through and edges shredding. Owning/wearing for 5-6 weeks I would not expect this. **************** sounding very sympathetic told me to email my issue details with pictures. I did this, had a case opened, and got a quick reply that insoles are removable and can be replaced by the consumer for what they want, **** does not offer replacements, and gave have me a 20% off coupon code should I decide to buy new shoes. This response was not at all what I expected.The insoles have holes making uncomfortable to wear shoes. I want my money back $39.99 (invoice pic uploaded) so I can go buy better quality shoes or a replacement pair.

  Business Response

  Date: 03/30/2023

  Hello - 

   

  Thank you for contacting Puma via the Better Business Bureau. 

   

  I apologize for any inconvenience you may have experienced while shopping at puma.com. I have confirmed with my team that a refund has been issued for $39.99. Should you have any questions please do not hesitate to contact our **************** Team. 

   

  Best,

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

  Customer Answer

  Date: 03/30/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:03/13/2023

  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 made a purchase ; at PUMA on line store #*****-US61167166 Your order from:Sep 30, 2022 Payment Information:Credit Card **************** Shipping Method:Ground for $95.75 the items came in 2 separate pkgs. i returned them both in early OCT. 2022 and called them in late October , early Nov. together they told me they received the items and only refunded me for $12.82 i called Bank of America and filed a complaint about not getting my whole refundthe remainder of $82.93 eventualiy the bank gave me the remainder of $82.93 and a monthe latter took it back I have been going back and forth with them going on 6 months about my money and both saying they will resolve it but as of 2/12/2023 I am still waiting for my refund. If necessary if you need me to file a complaint on Bank of America also I will. I have contacted the bank and Puma a minimum of two time per month thats 2-3 x 6 months.

  Business Response

  Date: 03/16/2023

  Hello - 

   

  Thank you for contacting PUMA via the Better Business Bureau.

   

  I have confirmed that there were issues with your refund with your bank accepting the refund. If you are continuing to experience issues **** provided their direct line for further assistance. 

  Best,

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

  Specialist,Operations - Ecommerce

  Customer Answer

  Date: 03/16/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:03/02/2023

  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 got a pair of basketball shoes for my son on Feb 17 and it is still not shipped.They informed 5-7 days to ship it, but nothing so far.I got another one from another store and I want it to be canceled and refunded Order.00439-CA62776309

  Customer Answer

  Date: 03/13/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:02/13/2023

  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 an online order. I could not initiate a return online due to an error on the website. I contacted customer service to initiate a return and did so promptly.Puma did not confirm receipt of my package immediately despite tracking information showing it was delivered. When they did, it took weeks to agree to issue a refund.After confirming theyd issue a refund, they never did.Despite numerous attempts at contacting them to attempt to remedy things, they never acknowledged any fault nor did they issue the refund.

  Business Response

  Date: 03/28/2023

  Hello - 

   

  Thank you for contacting Puma via the Better Business Bureau.

   

  I have confirmed a refund has been processed at this time. If you have further questions or concerns, please do not hesitate to contact our **************** Team.  

• Initial Complaint

  Date:02/06/2023

  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.

  Jan. 13 2023 order number 00439-CA62419414 Amount paid : ****** On Jan. 13 I purchased Puma MB.01 in a rare white color from Puma NA , The order was confirmed and in stock, they shipped them out but mixed my order up with someone elses or something. My brother ordered a pair the same day and got his as normal so the shoes WERE in stock, but they sold out after they mixed up my order. The shoes I received were a common model that isn't hard to get at all and worthless to a collector. To clarify it was a different shoe which is not the goods I paid them to send me. AFAIK this is against canadian consumer laws as they have charged me for a good or service I did not request. I'm free to dispose of the item or use it as I see fit.In my contacts with Puma (around 4 or 5 emails and one phone call) they have never acknowledged that they are required to refund me my money and keep stating that I must return the item to start a refund - this is not true. I don't need to return the mixed up item and want my refund ASAP. They aren't good at communication so they keep giving me generalized responses as if this is a normal purchase and refund situation. It is not.I am seeking a full refund immediately since they haven't provided the item I paid for and I will not be returning the item because I'm not required to. They are trying to get away with sending the wrong item and using me and my time to rectify their mistake. I don't have time to package the shoe and send it out at a *** or Fedex.I've had enough of talking to puma about this issue and them wasting my time every step of the way. They have also cancelled 3 orders I've placed due to 'insufficient stock' since then so their stock and checkout process is flawed. It shouldn't tell me there are 3 remaining of a model - take my money - then state they're sold out 3 days later. They need to get their act together to stop wasting customers time. Last I heard I would hear back from them in 24 hours - 3 days ago.

  Business Response

  Date: 02/09/2023

  Hello - 

   

  Thank you for contacting Puma via the Better Business Bureau.

   

  I have confirmed a refund has been processed for your order at this time. If you should have further questions or concerns please do not hesitate to reach out. 

   

  Best,

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

  Customer Answer

  Date: 02/09/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. I appreciate Puma promptly responding to me and providing me with the desired solution. They were courteous and acted quickly to resolve the issue.
  
  Regards,
  
  *********************