Puma Reviews 73

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

I strongly advise against buying from the Puma UK online store.

I ordered one pair of shoes and one t-shirt. While the delivery arrived on time, the delivery note and return slip incorrectly stated that I had ordered two t-shirts — which was not the case.

Before returning the shoes, I called Puma customer service to clarify the situation. They told me to write a note explaining the discrepancy and include it inside the parcel, which I did. I followed all the instructions and used their official return label to send the item back on 27 June 2025.

As of 12 July 2025, the parcel is still marked as "on the way back to the retailer", with no tracking update since 30 June. I contacted customer service again, but was told I had to wait 14 business days — not the 14 days stated on the return slip. When I questioned this, they offered no real help or accountability.

What makes this worse is the clear contradiction between the return slip and the website return policy:

The return slip says: “After receipt of the return we will reimburse you within up to a maximum of 14 days.”

The website says: “It can take up to 14 working days for us to receive the goods, conduct our quality checks and issue the refund.”

These are not the same. The return slip clearly refers to a 14-day turnaround after receipt. The website, however, adds 14 working days after receipt — potentially stretching the refund timeline to nearly a month. This is extremely misleading for customers who act in good faith based on the instructions provided with their order.

I still have no confirmation, no refund, and no resolution. Puma’s communication is inconsistent and unhelpful, and the return process feels slow, unsupported, and unreliable — bordering on scam-like behaviour.

For a global brand, this level of service is unacceptable.
Avoid the Puma UK online store — buy from a trusted third-party retailer instead — one that honours return policies and treats customers with transparency and care.

this is not that quality for big name brand.....
did u wear shoes that u try to sell??
awful

Bought a pair of summer golf shoes from my club and after 5 rounds the heel has disintegrated in the inside and are unwearable. Was going to complain but can see from this thread there is no point. I’ll just never buy Puma again 🤨

AVOID!No refund and not even remotely interested in helping to resolve the issue. (PUMA customer service employees Mr. Clark and Mr. Smith). Another employee hung up on me when I called to complain. Absolutely appalling!

I ordered some trainers and chose the pay in 3 option via Klarna and paid the first installment.
Two days later I received an email from Klarna informing me that I was receiving a refund. Nothing from Puma UK.
I have then emailed Puma UK to find out what was happening who then said the shoes weren't in stock in my size, so they've sold an item that wasn't in stock.
Absolute rubbish service, back to Adidas for me.

Recent customer service

I purchased a pair of your ‘ultimate’ range football boots just a couple of months ago. I was fortunate enough to purchase these during your sale, thus instead of paying £210, I paid £73, which was great.

Since purchase, they have been used maybe 20 times maximum. Despite minimal usage, the entire sole appears to be falling off.

I returned these to you, as requested, and it took almost 3 weeks to hear anything at all from you and your team, until I follow up and have it confirmed that the boots have a fault.

I am then told that it is not possible to replace with a ‘non-faulty’ pair, instead the original total is refunded - again thank you, but I have already not had boots for 3 matches, and god knows how long this refund will take.

But more importantly I have since checked your website, and the purchased boots are no longer in the sale, or even on your site at all.

I can also see, checking online reviews that the sole falling off seems to be a recurring issue for this specific boot, which leaves me questioning whether PUMA reduced the price so heavily to clear stock, knowing they would be discontinued due to a consistent manufacturing fault?

With the refund, plus the 30% off you have offered me, there isn’t a single pair of ‘ultimate range’ football boots that I am able to purchase from your site.

So what I am getting from this, is that after being supplied a faulty pair of boots, I would now need to spend more money with you, to receive an equivalent standard of shoe, to the pair that I no longer have due to a known company production fault.

From a customer perspective, I’m sure you can see how this looks. The most frustrating thing is how comfortable I’ve found your boots over the past 3/4 years, but honestly I must say admit, this case is leaving more than a somewhat sour taste.

What’s more is the customer services team’s utter disregard for this blatantly stupid policy of ‘no exchanges, even for faults.’ Now I completely understand that this is not the fault of individuals within their team, but I felt there was a slight chance that this review could stimulate some form of common sense higher up.

If a product is faulty, it needs replacing. Der

Guys I don’t know what happened with those who write bad reviews but me never had any issues with PUMA UK. Always in time and quality!!!!!

Ordered trainers on January 11th, and after weeks of waiting with no delivery, I had to chase Puma multiple times. Despite numerous emails, I received no communication from them about the issue. When I finally called, they casually said they'd issue a refund but gave no explanation for what happened. It’s now been weeks, and I still haven’t received my money back. Absolutely unacceptable service from a brand of this size. I expected much better. Will not be ordering from Puma again.

Great online shopping experience. I have ordered directly from Puma UK multiple times and have always been happy. Easy and free returns, a clear tracking system, and good-quality products.
My recent order was #21723136.

Trainers not turned up after 2 weeks! Messaged multiple times and, even after being told I can have a refund from 7th Jan, they have still not done it.

Despite all the negative reviews, my experience has been great. Ordered multiple pair of shoes and returned one of them. All went smoothly, although it took a while for the refund to arrive.

I have run out of patience i have given puma multiple attempt to make this right. but now i will have to take up with my Bank . They take you money straight away then say they will refund , but still no refund ordered two pairs of trainers , but the courier they use did not attempt to deliver . And item say been returned to PUMA. Puma needs to up it game ,ether pick another courier or not take all these orders as looking at Trustpilot lots of people having similar problems.

Return sent 3 weeks ago, no refund and no response, when I called I was on hold then when got through customer service hung up

I am writing to register my disappointment with your organisation. I ordered shoes for my wife s birthday (20/12/2024) on the 17th of December 2024. Up to today nothing has delivered yet. I phoned the Puma contact number and spoke to Rodrigo Ortega on 20 December 2024 assured me that my order would be dispatched by end of that day. Up to today nothing has come.No further communication has been made. This service is disappointing and is below expectations of an esteemed brand like Puma. Please respond as soon as possible. I may not matter to you because you can simply take my money and not supply the shoes I purchased. You might even not bother communicating in any way.But, you must understand that I worked very hard for the money I used to purchase those shoes, and it meant everything to me. Even,we the little people matter. My wife is disappointed and distressed. I expected better.

Do not order from this website. My daughter had asked for trainers for Christmas, which I ordered 3 weeks ago. The courier service notified them 1 week later that they were missing, but Puma did nothing about it. 2 weeks later, I tracked them as they were taking a long time to arrive. I contacted Puma and sent screenshot of courier saying they were lost. Even though Puma knew they were lost, I have to wait another 2 weeks to make sure they don't arrive before they will do anything about it. So, 5 weeks before they will do anything about it even though they know I won't receive them.

I placed an order on Monday and received email confirmation for this shortly after. My order was due for delivery within 3-5 days. On Friday, I received an email from PayPal advising I was receiving a refund from PUMA. There was no communication from PUMA themselves to explain. I called PUMA this morning and they explained that they did not have sufficient stock to fulfil my order and it had therefore been cancelled. After the call ended, I then received an email from the customer service representative confirming the cancellation. This is hugely disappointing for a company of this stature, especially as my order was a Christmas gift required for this weekend. Whilst I appreciate I could have ordered earlier, if I'd known there was no stock, I'd have obviously chosen something else. The lack of communication is a major red flag, compounded by a clear disconnect between their stock levels and their website. In fact, I went on their website just now to check, and even though there was insufficient stock to fulfil my order, the item is available to buy with a flag of "only 1 left". There were other routes out of this, but the path chosen by PUMA is inexcusable and I will not be purchasing from them in future.

Awful customer service the delivey company Evri lost my parcel and askded me to contact puma. Afrer 4 days customer service from puma hasent reply yet. So basically i dont have the shoes and i dont have the money that i spent on them. Still trying to get this issue resolved.

Seems like this is a recurring issue with Puma!!! Order trainers on their website in the Black Friday sale they confirm that they items are ordered with order number etc via email, then wait 2 days before I'm emailed by my payment company that they have refunded me as the items aren't in stock anymore. No email from Puma to tell me anything. Then call Puma and they say yes sorry they aren't available any longer in your sizes. Then email me to say just that after the call. Go onto the website and they are still showing as available in my sizes no less. Poor customer service and the updating of the website is atrocious. Such a shame as I have a few pairs of their trainers and they are comfortable but things like this put a downer on the experience.

AVOID! They should have a zero star option. Place an order of over £135 over a week ago. Delivery was 3/5 days. Still waiting for it to be shipped. Diabolical customer service, either no reply to emails or pass it onto another department and they don’t reply. How can any business be allowed to get away with this…it’s not even functioning and clearly conning people. I will be taking matters further, as looking at the reviews they need reporting.