popmart.com Reviews 447

Horrible customer service. Toy was broken in the box and they would not refund or replace the item.

Terrible company. Item arrived damaged, was packaged - I use the term loosely - completely inappropriately. I emailed with order number and full photos. Get a reply asking for order number and photos. Sent them again saying Id already sent them but.....
Then zero reply. Am having to open a paypal claim and wait weeks for paypal to refund my money!! Wish Id read reviews or did a google search before ordering

04.09.2025 - UPDATE - Popmart finally replied to my email.....offering me £2 off my next order! When I have a damaged item! Money refunded today via paypal after they ignored paypal claim

This website is horrible. By trying to purchase it tells you too many attempts but all actual sales go to bots. Outrages customer experience and disgusting how you don’t just allow them to be sold normally or on amazon

We visited the Pop Mart store in London recently and my daughter was so thrilled to spend over £150 of her birthday money on figures she’s been collecting. The shopping experience itself was wonderful — the staff were kind, helpful, and took the time to interact with her, which made the visit feel really special.

Unfortunately, when we returned home and opened everything, two of the items were faulty. I contacted Pop Mart to resolve the issue but was told the only option was to physically return to the store. For families who don’t live locally, that’s simply not realistic.

I’m really unimpressed with the lack of care for customers and the refusal to offer any other resolution to make this right. Considering the price point and Pop Mart’s positioning as a premium collectible brand, I expected far better service and flexibility. Children save their pocket money for these toys, and it’s incredibly disappointing to be met with such a rigid stance instead of genuine support.

The products are beautiful, but until Pop Mart improves its after sales support and offers a proper returns process for faulty items, we won’t be shopping with them again which is a real shame given how much children love the brand.

If I could give it half a star or zero I would. The worst customer service I've encountered. I got the wrong item shipped (sth random) and the initial response from them took them a month! Not only this, they asked me for the unboxing video, photos, and peeling back the shipping label etc. They asked me to verify things like I were trying to scam them or what?? Still no solution. Labubu only had a market because of all the customers' support. Shouldn't they realize that? I will NEVER buy from them again and in fact I'm considering selling all my popmart stuff.

Made a bunch of orders and received one of my items and the quality was embarrassingly terrible. Like the fact they are charging the prices they are for items such as labubus and then send out ones that are severely misshapen, threads hanging out everywhere. Uneven parts, missing fabric showing seams. I will never spend my money with them again. Save your money people. Their customer service offers you pittance and acts like they are doing you some grand gesture. It’s all a scam.

I bought a Labubu figure for my son from the Popmart.com online store, and it has been 2 months now — I still haven’t received either the product or a refund. They respond to emails very slowly or don’t reply at all. They promised to issue a refund but lied about it, as I still haven’t received anything. Do not buy from them — they are scammers who cheat people.

Terrible experience
My Labubu box came squished
The Labubu inside has shipped paint and the stitching was coming off and they offered me a $2 coupon

I ordered a full set of figures for 168£ and ended up receiving some off-brand earbuds that's not even available for purchase on their site. Now after countless back and forths with an AI customer service email, they have deemed that they haven't made any mistakes and wont issue me a refund.

I won't be making the mistake of buying from PopMart again, that's for sure

POPMART TAKES NO RESPONSABILITY OF YOUR PACKEGE AFTER YOU PAY, ONCE THE ORDER IS OUT THEY HAVE NO CONTROL AND IF YOUR PACKGE GETS LOST YOU ARE LUCKY IF YOU GET AN EMAIL BACK AFTER 4/5/10 days with no solution. After a few months of ordering around 3000€ I can tell that Popmart has no efficient customer service system, they don’t solve any problem regarding delivery problems, they take your hand off the problem as soon as the product leaves their store and is out for delivery. More than this the delivery has no sense, you are forced to buy from the online store “available” in your country, but it is actually about how much you pay for delivery, a delivery that’s also a lottery, you either get the package the next day, or in 2 months trough some ghost delivery system Yamwen. For such a big company the way you treat custoemrs after you cash in the money is un acceptable, last issue I have is one of my packages shown as “delivered” in UK after 2 days, while the order adress is clearly showing south France. I don’t recommend you ordering from the online stores because you will have to handle a lot of frustration.
SHAME ON YOU POPMART OFFICIAL AND POPMART ONLINE STORES!

Scammers! Stole my money! I made an order and later had to cancel it. They sent me email about refund, but money never reached my bank. I asked for proof of refund but they not giving me only some number which is useless. Lost 111£. Going to write an official complaint to UK and Chinese authorities. Beware people when buying, always use credit card that you can charge back. And if someone has same issue as me please do an official complaint.

Ridiculous returns policy my son brought a lububu in London store while on holiday when got home decided it was to big it was a large one tried to return to our Birmingham store was told can only return to London contacted customer service they were useless who said can only return to where you brought from will never be buying from Pop Mart again

I ordered from POP MART for the first time as a birthday present for my friend. I thought it would be safe since she and her other friends had ordered from the official website before without any issues. I also ordered one for myself to make the delivery fee feel more worthwhile. I got a Peach Riot blind box for my friend and a Hirono blind box for myself.

When the package arrived, I opened it and luckily decided to film the unboxing to show my friend when I gave her her gift. When I opened the Hirono box, I found only rocks inside. I immediately called my friend and felt I had no choice but to open her box too, just to check if her birthday present was also filled with rocks. Thankfully, the Peach Riot box was fine—although I was disappointed to open her present in advance, it was still better than the worst-case scenario of opening it together and finding rocks inside.

I contacted POP MART’s support and sent them the video of the unboxing. All I got in response was a message saying everything was fine when they shipped it. They claimed to have conducted an “inspection,” but I honestly don’t know how that’s possible, considering the box was already in my possession and appeared completely intact from the outside. All they did was shift the blame to the local delivery service - even though, if that were the case, it would still be Yanwen, the delivery service they chose (I didn’t have an option).

When I asked for a refund - because I definitely didn’t pay €15 for a box of rocks - they refused, saying a refund couldn’t be given because it “ruins the enjoyment of opening the blind box.”

Worst website to buy ! I will not lose my time on again! You cant buy nothing.

Website allows orders to go through when they haven't got the stock, then they let it sit as processing without even the courtesy to let you know until you chase it up with their customer services when it goes past estimated times. What a let down, don't bother giving them your money even if you manage to get something in cart before its oos.

Edit: Their CS advised me to cancel as no estimate to how long the item would take to be back in stock. They cancelled it and only refunded me for the item, not the shipping despite not shipping it out and it being their fault. Honestly just save your money.

I placed an order online for two boxes of Disney Dimoo plushies. Payment made and taken, with confirmation of order being processed on 13th June. My order has never arrived. The tracking information changes daily; with both the estimated date of delivery and the courier. Chat states to email for queries; but provides a different email address within the chat. I’ve sent about 20 emails and had no response at all. Chat then says reach out through socials, I’ve sent messages through Facebook and Instagram, plus commented on posts; no response. I even emailed via Amazon to be told they couldn’t help and that they’re sure I’ll get a response if I just email. It’s been a month and a half; no order, no update and no option for a refund. It’s utterly disgraceful service from a store that’s making so much money. It’s put me off completely.

Bought two items and after two weeks waiting asked when it would be shipped and was told end of October???? Had to get a refund as I was charged for something in July that I won’t be available until October.

Bought a box of 6 Coke cola toys so we would get the secret toy in the box but got 3 sets off the same toys got in touch with popmart only to be told your chance off getting a secret toy is 1/72 should have this on the selling platform so customers are getting robbed and popmart make a fortune out off customers all I can say is that they are Thieves

I recently placed an order with Pop Mart and the experience has been extremely disappointing. My order was cancelled without any explanation, despite the payment being processed by my bank.
I contacted their customer service and was met with dismissive responses. I repeatedly asked to escalate the issue and raise a complaint - this was ignored/ deflected multiple times. The agent claimed I had cancelled the payment, which is false, and refused to provide a chat transcript or explain their complaints process.
I have now raised a chargeback through my bank for a refund.
It’s clear from other reviews that I’m not the only one facing problems with payments and cancelled orders. Blaming the customer for an issue they caused is unacceptable.

This is for their actual store location in Northridge, Ca. The employees are not very knowledgeable about the product they sell. There are so many useless employees just aimlessly walking around crowding the place. How about just hire enough competent people and don’t overflow the store with useless ones? Also, the cashier they assigned had no idea what his purpose is even. Like, dude, just find a hobby and let someone who actually has some knowledge work the register. I’ve been a loyal customer for a while now but honestly the customer service at popmart is non existent. I refuse to continue to give them my money and will be supporting other companies instead. Thank you, next…