Puma Avis 72

Two weeks - order not delivered. No updates.

Awful service in comparison to Nike and Adidas

If I could give 0 stars I would. Ordered something over 6 business days ago (plus all the days in between) and the order hasn’t even been PROCESSED, let alone shipped. So glad I paid on Klarna so money hasn’t actually left my account. It’s just stuck in pending. I second all these reviews STICK TO NIKE AND ADIDAS. appalling customer service, they end up just ignoring you. Waste of space of a company, should be ashamed of themselves.

I purchased a Women's Long Hooded Down Coat direct from uk.Puma.com on the 11/03/2025 and the zip has come off its runner, investigation found that a number of teeth at the top part of the zip runner are lost causing the issue.

I contacted customer services explaining that a coat should last more than 13 months especially as its not used in the warmer months but was told they could not do anything as the product was over 12 months old.

Ordered Puma Wildcat ballet flats in UK 6.5. The shoes were not a pair, one was wider than the other and the straps were not stitched symmetrically on each shoe. I contacted Puma and requested if they could send another pair that had been quality checked. Initially they asked for photos of the faulty pair, I forwarded these and they clearly showed the differences in each shoe. I received a further generic email stating if I wasn’t happy with the purchase I had 30 days to return. In the meantime the 6.5 has sold out online so I am now unable to purchase another pair. I am assuming the pair I have returned will go back into normal stock and that the next person will have the same problem. Absolutely shocking that such faulty stock was despatched and even more shocking that customer service failed so drastically. Puma should have a higher regard for its products and customers like other sporting brands.

I am writing a complaint against Puma. In August 2025, I bought children's sneakers and they broke. When I contacted the PUma service, they did not want to exchange the sneakers. They sent the same letter: send a photo and a receipt. I sent a photo and a receipt. And so 10 times, the same thing. Send a photo and a receipt. Do not buy Puma sneakers!!!! Poor quality sneakers. And Puma does not exchange them.

It's a very good brand

Non exiting customer service... Adidas and Nike are far far superior and respond immediately. Will never ever order from their website... They are the worst I have ever come across even if they sell for pennies..

Utterly appalling returns service AND customer service!!

My returned pair of shoes, which I shipped using Puma’s authorised return agent, should’ve taken 2 days to get back to them. NINE days later, they still have not been returned and the tracking has stopped working. Puma have said I must wait for 14 days before they will even START to investigate the matter!! I have now had to raise a charge back through my credit card to obtain a refund. The Puma agent’s response has been dismissive and shown zero customer care.

I will never buy anything else from Puma again, shocking service compared to Adidas etc.

Last minute print no sweat.
Great people

Ordered a footie kit only to find out it was the 2025 kit but I customised it I realised this within an hour of ordering contacted them and they said it was already palleted and because it’s customised they can’t do anything which is obviously a white lie very unhelpful and worst thing is I’ve paid 5 pound less for last years kit scandalous and there’s no way they’ve got that printed and palleted within an hour

Despite reminders item never arrived and no response to contact via customer services. I had assumed that PUMA service levels would be high given the cost of the items but this is clearly not the case.

Ordered a pair of Speedcat OG Sneakers Unisex (£90) for my daughter for christmas on the 17th of Novemeber, thought ordering early (3 to 5 days delivery time) would be good. Its now the 5th of December & no sign of them. They keep saying they are investigating & that they will be here in 24 hours but nothing shows up, also they dont answer half the emails, i have asked for compensation, now they are ghosting me. The call centre just pays lip service & is outsourced to some distant country where they just are told to pacify the customer. Overall service no good, dont expect anything to actually happen. I do not recomend ordering from them. Go somewhere else to get them where they might actually turn up.

Terrible service. I have purchased two pairs of trainers in recent months and have had issues with both pairs. Firstly, my ferrari trainers which have had minimal wear have a perforated section on the side. This runs inline with a natural crease in the trainer, the perforated section has split along the crease. I contacted puma regarding this and they say this is wear and tear and not a manufacturing issue. Secondly, I have a pair of speedcat that I have worn around 3 times. The printed puma logo on the side has come away from the trainer. Again, I contacted puma uk who's reply was again weat and tear. I really like pum trainers but will never buy them again as I feel i'm being ripped off. I must say the aftersales service in general is terrible, no discssions just wear and tear, full stop. Looking at the reviews on here, I am not the only one with issues. Avoid!

Poor communications as to when package would arrive. slightly betterinformation than their courier EVRI.

Eventually they tell me the goods had been damaged in transport.

I cancel the order on Saturday only to be advised just before close of business today a refund had been processed but would take 2-3 days to appear in my account. Refunds from other companies appear in my account within minutes.

What has happened to customer service in this country?

Id appreciate if puma could give my refund back I’m fuming 😡 😡 I spent 200 pound it’s been around 2 weeks quick enough to take your money but takes ages to give the refund back I won’t be shopping here again if it’s not returned soon

Another has been german company. Pathetic customer service. CEO's office will not respond if you email them. They use cheapest delivery company called "Evri" who used to be "hermes" (who were so bad they had to rename themselves!).
If you return items, they will go missing and PUMA customer service will not respond in a timely manner. Neither will they invesetigate. You will have the nightmare of dealing with their cheapest courier Evri.
Shame that a company like Puma produces expensive but cheap rproducts and uses cheap delivery companies. Customer gets ripped off.

Such a shame I can't give them 0 or minus 5
My daughter ordered a pair of trainers (Karmen II Leather Sneakers) and because she's got more pairs of puma trainers never thought to try them on. She went on a holiday, returned and wore the new trainers at work, they tear the skin off her foot. Got in touch with puma's customer care department. She explained that she was away for a month and she only wore the shoes one day at work and that they're not even close as they're described on their website. Christopher Clark from customer care said that "they we were unable to identify any manufacturing fault with the trainers". They've only seen photos, they haven't worn these shoes to see how terribly uncomfortable they are. At the end they said "the item in question falls outside our standard 30-day return and claims window" even though it was only two days and it was clear that the shoes had only been worn for a few hours. An absolute disgrace! DO NOT BUY THOSE SHOES!

يجب على شركة بوما الاستمرار في ابتكار منتجات جديدة سواء في الملابس والأحذية الرياضية

Would liked to have given 0 stars

After sales is the worst I’ve come across in the last few years

Such a shame a big company who can’t wait to take your money and get products out can’t process a return and refund you with a month - at best.

If you’re thinking about emailing or calling don’t bother you’ll regret it.

Avoid

Horrible company bought trainers they haven't arrived,
Emailed many times got nothing back
There a scam I'd avoid!!