Puma Avis 

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.

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!!

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.