popmart.com Reviews 354

Never received my package because it was seized by USPS for counterfeit postage.

Their customer service team is trash. I have contacted them more than ten times- each time getting the same copy and pasted response. They do not read my emails. They do not listen. Popmart clearly uses a third party that could not care less about helping people. I chose to open my blind box at home and they ruined the surprise via email. It is not required to open the blind boxes online- proven via their FAQ in which someone asks if they can open it at home. They said this is an option- yet they told me in a tracking email what was inside my blind box. Ruined the whole point!

NOT 1/6 BUT 2 DUPLICATES.
Purchased a box of Labubu Have A Seat Series online due to its popularity and demand also to complete my Labubu collection series. Unfortunately 2 of the labubus have dups, VERY DISAPPOINTING AND UNSATISFYING FEELING! I reached out to popMart support team but gave me a long list of process to do to exchange for replacement. ANOTHER STRESSFUL WAY FOR THEIR CUSTOMERS TO FOLLOW JUST TO GET WHAT IS SUPPOSEDLY INSIDE THE BOX SET!!! And not only that! I HAVE TO PAY FOR THE RETURN OF THE ITEMS AND they will compensate me with an equal amount of VOUCHER!!!

I’ve been trying to get information about a late order I placed back in June. The original delivery date was September 28th, but since then, the status has just said processing with no further updates or clarity.

When I reached out to customer service, I was told more than once that I could cancel if I wanted — which honestly feels a bit insulting after waiting this long. I then received a very generic email offering either a £2 voucher or the option to cancel, which doesn’t feel like a fair resolution for such a long delay and poor communication.

I’m really disappointed that a brand like Pop Mart can have such unhelpful and impersonal customer service.

its fun to collect but opening the blind box was disappointing because the surprise is always rare and hard to get. i love the concept and the style is cute but the one i recently got has a misprint.

Shocking to deal with. Ordered a full box of labubu 3rd July as pre-order, was supposed to ship 29th Sept, Never arrived. Contacted for a full week, just kept saying no stock. By this time, The labubus i preordered were on sale in the Manchester store. Got no help, was in conversation daily only to be told that it would be another 3 weeks until they shipped my order but with no guarantees i would actually get it then. Asked if i could go to Manchester and pick up order as they were in stock. They said no i had to wait cos id ordered off website and they offered me £4 in compensation ( which i cant spend as everything on the website is out of stock ) I cancelled the order and got my money back. I travelled to Manchester and bought a number of items. I always buy full sets as i don't want duplicates, Manchester is a 300 mile round trip for me. I bought my items, staff were helpful, all seemed well, and then i got home....i opened the boxes and guess what, one of the sealed 6 packs i bought ( Dimoo Crush on Coffee ) had duplicate items. so now, i dont have a full set, im stuck with 5 out of six items which makes the set worthless ( im a collector full sets are important ) In addition the labubus i bought are shocking quality, from a 6 pack i can only see one that doesnt have flaws, all the others have one leg longer than the other, wonky ears, one ear longer than the other, shoddy fur, one arm longer than the other - awful, but ill live with them. I have contacted Popmart on Saturday about the duplicate item in my box as their website says it will be replaced as you should get no dupes with a full box. Its now Monday i havent heard back. I know that the store were low on stock with the item i bought so by the time they reply to me, there will be no stock left. This company has a horrible record in terms of customer service. I wont be buying from them again. BUYER BEWARE, if anything goes wrong you get NO HELP

This was my first and last time ever ordering from this company. I placed a order in September. Everytime I tried to track my package nothing was moving. Weeks later I send a email to inquire about my package. They said it may have been lost, but would send another package out and refund me my order. Few days later I get 5% of my order back. Called customer service which they did not answer the phone as a business would, Just Hello. Spoke with J.D and asked how did I go from a full refund to 5%. He told me I got my package so there wasn't a need. I told him my daughter was disappointed her gift didn't arrive in time. His only reply was you got the package. So clearly they don't honor what they say. I asked for a manager and was told no or unavailable to come to the phone. Then J.D said I would get a call or an email if reference to my refund. I haven't heard anything I will be following up Monday, but they will never get anymore money from me. If I could give them a negative 10 I would.

Follow up. Spoke with JD again on Monday 13th. Still refuse to give full refund. Stated I was right, but would only refund me $22.99 when my order was $80. Claim they spoke with employee who said I would get a full refund, but didn't want to hurt their feeling pretty much. Horrible customer service. I suggest anyone ordering off this site please think again. They blame everyone else rather than owning anything. And they never answer the phone like a business would. Just hello. I told JD that was my first and last time ever ordering anything from this site.

Ordered 2 products on the 3rd July, it’s now 11th October. Item still says ‘awaiting tracking number’ I’ve contacted them twice about this. Said it was meant to be shipped in September. Asked them again 2 weeks ago said that cause there is no stock will be sent in a weeks time. Have not heard anything and item stills says awaiting tracking number. I’m not sure whether to cancel this but I don’t know if I’ll get a refund.

I do NOT recommend this website. I tried posting reviews for the products I purchased on POP MART’s official site, but none of them appeared. I submitted my first review on October 7 and another on October 9, neither was published. So I’m sharing my experience here for toy collectors.
I ordered a full box of plushies and received two with noticeable defects: Dimoo Taster had a misaligned face and visible stitching, and Molly One-Day Shop Manager had poor finishing and looked rushed. I contacted customer service hoping for replacements. Instead, I was told to “comb” the plushies. After sending photos and a video, they offered me two $3 coupons, then a refund—but couldn’t guarantee that replacement items would be defect-free. This experience shows a serious lack of quality control and accountability. The most disappointing part. I didn’t want a refund—I wanted the characters I love, in the condition they were advertised. If POP MART can’t ensure that, it’s clear they don’t stand behind their products. Unfortunately, I can’t share photos here, but if I could, you’d see just how poor the quality really was.

Ordered 2 items from Popmart and after 3 months they have not arrived. Customer service keeps telling me to wait a little bit longer and if it doesn't arrive I'll receive a refund. I have waited over 3 MONTHS. To be told all of the time waiting was in vain and that I'll just receive a refund is very unprofessional and shows extremely poor customer service.

I received two defective items and tried to contact their customer service. It was a real nightmare.

At first they didn't even answer, I had to insist and then I had to go back and forth with them for weeks about those defective items. I understand English is not their first language because their responses are very automated and poorly written. They didn't even offered to replace the items or a return and refund process.

The "solution" they offered was a small coupon for the two defective items to use in next purchases. Here's the catch: you have to use it in the next month, good luck with a website where all is constantly out of stock. The coupon doesn't even work when you try to apply it and I told them that but there's no case, so... I'm sitting here, without a real solution from them.

And don't even get me started with the Aliexpress official shop, because they've lost some of my items and I still have no answer from Popmart or Aliexpress. They wash their hands with those orders and I still haven't received my money back.

Edit: 17-10-25 as of today I still haven't met a proper solution with these people.

If I could give a minus rating I would. I am not sure how they are allowed to operate in the UK. Waiting for ‘pre-order’ for over three months with an excuse of no stock whilst they’ve been releasing the same items every week through lottery system. Shambles.

PopMart sent me the completely WRONG Labubu- they sent me one that cost $14 LESS than the one I paid for.
When I notified them of the mistake, they requested all sorts of pictures (and even a video of the unboxing!)2 weeks later and a bunch of back and forth- they finally agreed to send me a shipping label to return the wrong item and refund my money. However, they sent the label in the body of an email and not as an attachment, making it difficult to print at an appropriate size😩
They will not refund my money until the receive the wrong labubu back! I’m done w/ them! Absolutely horrible customer service!

TLDR: Received a Labubu with the back if the head wide open, stitching was incomplete. Kid was traumatized and sad. Contacted customer service w pictures, video and details. Customer service basically said “oh well, sucks to be you, can’t & won’t try to help” DO NOT BUY FROM POP MART

If I could give Zero stars, that’s all they deserve. Even with the horrible app, the constant crashing during the “item drops” I continued to support them. So many times I had secured the Labubu in my cart, about to check out, and I get a message saying i was blocked due to too much activity? Wtf? Your company makes it a pain to get the items, then intentionally block the purchase? Horrible. This should be treated as a scam, as they operate like one.
But my worst experience was when my kid opened her new labubu only to find out the back of it’s head was wide open. Imagine the horror. So I contact their sad excuse for customer service, explain the situation with pictures and video of the damage and the provided the order number, box info etc. In a cold, careless response, they basically said “Oh well, it’s out of the after purchase window” I would understand if it wasnt a gross negligence on their part that something like this could even pass quality control and get packaged and sent. How in the world do you command such prices and long waits only to get essentially a nightmare in a box? No true apologies/ acknowledgment if their error, just a “oh sorry” can’t do anything about it. So i just cannot support a company with poor quality and not even the decency to make it right.
Glad their 15minutes of fame is coming to an end.

Hi! I tried to purchase a wild but cute Crybaby from the Robo Machine in Cool Springs Galleria Mall in Franklin Tennessee on October 4th around 11:30am. The machine took my money, but didn’t deliver the product.. I have opened multiple tickets since then and chatted with customer service. I have still not received a refund or credit. Your prompt attention to this matter would be appreciated. Thank you!

Received a faulty batch of macarons labubu, one had odd length ears, another had two arms that were different lengths and they sent me a video on brushing the fur to solve the problem!

Still waiting to hear back about a refund or exchange. Had to open a claim with paypal. Customer service is awful.

Worst site and customer service. They take your money and tell you the product will be shipped tomorrow. And then they keep changing the shipping dates and you can see the order isn’t even processed. And then you try to cancel the order and they change status to ‘shipped’ but tracking details are not valid as tracking details do not correspond to any australia tracking company. And you keep sending emails to customer support and they keep responding that ‘we will respond in 48 hours” and you keep waiting til more than 5 days go by and start the process again. Worst customer service. Scammers.

Got a labubu Coka can I wanted happy factor or secret and I was happy

Would NOT recommend purchasing from POP Mart. Awful customer service … had to open a dispute with PayPal after my package was apparently lost and POP Mart did not respond to emails and when they eventually did it was slow!! No empathy, £162 taken from my bank and very disappointed children.
Once the dispute was open - they then asked me to close it so they could issue the refund! After taking advice from PayPal I kept it open and PayPal have thankfully just resolved the issue and refunded my money.

After purchase, I wanted to cancel but they told me I can't because the item was already shipped. After 4 days it was still processing, so they lied to me. After i received the item i wanted to return it for a refund and discovered that POPMART have no returns policy after the item is shipped. Scam. They lie to you about shipment, so you can't cancel and after the delivery there's no returns policy. They think they are smart.