PS
Puma South Africa
Unclaimed Business
PS
AI Review Summary
Based on recent customer reviews, Puma South Africa faces significant criticism around its online returns and refund process, with many customers reporting uncollected parcels, unanswered calls, and weeks-long delays in receiving refunds. Product quality is a recurring concern, as multiple reviewers describe shoes tearing or deteriorating after minimal use. The courier partner DPD Laser draws frequent complaints for failed deliveries. In-store experiences are mixed, with some locations praised for exceptional, patient staff while others are criticized for rude or dismissive service. Positive reviews highlight comfortable products, particularly the Nitro range, and fast delivery when the process works smoothly.
Performance(last 12 months):
TrustIndex
0
Score
Ranking
#53
in Retail
NPS Score
-56
Recommended: Unlikely
Review Distribution
2|24 Reviews
May '25 - Apr '26
5(26.1%)
4(0%)
3(0%)
2(0%)
1(73.9%)
5(26.1%)
4(0%)
3(0%)
2(0%)
1(73.9%)
Frequently Asked Questions About Puma South Africa
Based on recent customer reviews, this business delivers a consistently strong customer experience anchored by outstanding agent quality and rapid communication. Customers frequently name individual consultants and praise their friendliness, patience, and professionalism. Recurring praise is given to claims and roadside assistance, though a vocal minority report frustrating delays, rejected claims, and poor transparency around premium increases.
Hellopeter's TrustIndex is a 0–10 score based on review star ratings, reply speed, and recent activity over the last 12 months. How is the TrustIndex calculated? →
Recent reviews (24)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceAM
Apindah M
1 reviews | Active since Jan 2020
19 Feb 2026, 09:08
Manufacturing defect puma shoes
I purchased a pair of spins nitro shoes on 24/04/03 online. Within a short period of normal use, the shoes developed a clear manufacturing defect (material tearing),This was not due to wear and misuse as I had only wore it twice. The defect appeared unusually quickly and is clearly a quality issue. I contacted Puma in July 2024 and followed up multiple times. It has now been over a year and I have still not received any meaningful response or resolution. I really expected a better customer service from Puma as well-known global brand.
Helpful (0)
|Replies (0)AM
Apindah M
1 reviews | Active since Jan 2020
19 Feb 2026, 09:08
Manufacturing defect puma shoes
I purchased a pair of spins nitro shoes on 24/04/03 online. Within a short period of normal use, the shoes developed a clear manufacturing defect (material tearing),This was not due to wear and misuse as I had only wore it twice. The defect appeared unusually quickly and is clearly a quality issue. I contacted Puma in July 2024 and followed up multiple times. It has now been over a year and I have still not received any meaningful response or resolution. I really expected a better customer service from Puma as well-known global brand.
0
Replies (0)YP
Yolanda P
1 reviews | Active since Jan 2020
19 Feb 2026, 07:35
Please make woman nice colour sneakers
I love Puma its the comfiest sneakers ever...but i would like for Puma to make the beautiful colour sneakers for woman as well...like the Youth...Pink....we also love pink sneakers...please make nice sneakers with baby pink..cerise pink we would also love it !!!
Helpful (0)
|Replies (0)YP
Yolanda P
1 reviews | Active since Jan 2020
19 Feb 2026, 07:35
Please make woman nice colour sneakers
I love Puma its the comfiest sneakers ever...but i would like for Puma to make the beautiful colour sneakers for woman as well...like the Youth...Pink....we also love pink sneakers...please make nice sneakers with baby pink..cerise pink we would also love it !!!
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Replies (0)LM
Lebo M
1 reviews | Active since Jan 2020
19 Feb 2026, 03:59
Thank you for the good service
I went to Puma at carnival city on Tuesday to exchange my shoe as it was torn up, the service was very good and the people that were helping me really made sure I was certified with my complain. Everyone did their job exceptionally well. Thank you Puma for hiring the team that is so well connected, the energy was giving healthy environment.
Helpful (0)
|Replies (0)LM
Lebo M
1 reviews | Active since Jan 2020
19 Feb 2026, 03:59
Thank you for the good service
I went to Puma at carnival city on Tuesday to exchange my shoe as it was torn up, the service was very good and the people that were helping me really made sure I was certified with my complain. Everyone did their job exceptionally well. Thank you Puma for hiring the team that is so well connected, the energy was giving healthy environment.
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Replies (0)AA
Algernon A
1 reviews | Active since Jan 2020
6 Feb 2026, 20:41
I see race and how we as people of color are treated differently .
May you kindly teach your staff that they are there to work and not treat their clients as if we are children. And yes I will make the a race thing cause if it was a white man they would not even dare say or do the following. I was at you Puma Outlet Store in Atterbury Pretoria and was undecided if I should buy 2 pairs of sneakers at Nike or Puma so after visiting Nike having the 2 pairs of sneakers in mind I decided to go to Puma just to weigh up my options and see if Puna has anything better. At you Puma Outlet Store in Atterbury I was picking up boxes to ensure that they have my correct size and placing it back I could feel something was wrong and thought it would be disrespectful to leave it outside and not where I found it. As I was trying to put the boxes pack it unfortunately shifted the boxes on the other side. This is where one of your staff members decided to treat me like a child and tell me that I shouldn't take out boxes and ask for help as look what im doing. As I customer I decided not to be confrontational and rather leave your store and spend my money at Nike. Either fix your shelving issues and treat your staff manners and customer service. Will clearly not spend my money at a place that treat customers in a disrespectful manner.
Helpful (0)
|Replies (0)AA
Algernon A
1 reviews | Active since Jan 2020
6 Feb 2026, 20:41
I see race and how we as people of color are treated differently .
May you kindly teach your staff that they are there to work and not treat their clients as if we are children. And yes I will make the a race thing cause if it was a white man they would not even dare say or do the following. I was at you Puma Outlet Store in Atterbury Pretoria and was undecided if I should buy 2 pairs of sneakers at Nike or Puma so after visiting Nike having the 2 pairs of sneakers in mind I decided to go to Puma just to weigh up my options and see if Puna has anything better. At you Puma Outlet Store in Atterbury I was picking up boxes to ensure that they have my correct size and placing it back I could feel something was wrong and thought it would be disrespectful to leave it outside and not where I found it. As I was trying to put the boxes pack it unfortunately shifted the boxes on the other side. This is where one of your staff members decided to treat me like a child and tell me that I shouldn't take out boxes and ask for help as look what im doing. As I customer I decided not to be confrontational and rather leave your store and spend my money at Nike. Either fix your shelving issues and treat your staff manners and customer service. Will clearly not spend my money at a place that treat customers in a disrespectful manner.
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Replies (0)A
Anonymous
1 reviews | Active since Jan 2020
5 Feb 2026, 20:00
Puma online purchase return procedure
I called Puma 4x today on 021 204 8282 to ascertain procedure to return online purchases. Notwithstanding each time I was no. 1 in the queue, my calls were not answered and nor was I called back. Is this their procedure to prevent returns ??? Not impressed with the service
Helpful (0)
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Anonymous
1 reviews | Active since Jan 2020
5 Feb 2026, 20:00
Puma online purchase return procedure
I called Puma 4x today on 021 204 8282 to ascertain procedure to return online purchases. Notwithstanding each time I was no. 1 in the queue, my calls were not answered and nor was I called back. Is this their procedure to prevent returns ??? Not impressed with the service
0
Replies (0)RR
OJ
Ondela J
1 reviews | Active since Jan 2020
9 Jan 2026, 00:17
Return
I need you to come collect your sneaker and refund me my money, it's been weeks since I logged the return, the shoe does not fit, you not allowing us to return in store. Calls go answered, emails with no resolution, just take your ****ing shoe and refund me, I won't even buy the correct size because of this ****. And seemingly it's a trend of Puma's to not action people's returns.
Helpful (0)
|Replies (0)OJ
Ondela J
1 reviews | Active since Jan 2020
9 Jan 2026, 00:17
Return
I need you to come collect your sneaker and refund me my money, it's been weeks since I logged the return, the shoe does not fit, you not allowing us to return in store. Calls go answered, emails with no resolution, just take your ****ing shoe and refund me, I won't even buy the correct size because of this ****. And seemingly it's a trend of Puma's to not action people's returns.
0
Replies (0)PL
PATRICIA L
1 reviews | Active since Jan 2020
7 Jan 2026, 19:10
Bad service from Puma
I am writing to formally express my dissatisfaction regarding the delivery of my Puma order 2700331925. I was initially promised delivery on Monday, 05 January 2026. On Tuesday, 06 January, I was contacted by the courier company and informed that the parcel would be delivered on Wednesday, 07 January. Later that same day, I received yet another confirmation stating that delivery would take place today. This morning, I received the following SMS indicating that the order was out for delivery today with the assigned driver. Unfortunately, despite these repeated confirmations and messages, no delivery has taken place. Since Monday, I have continuously received empty promises with no successful delivery. Due to this ongoing poor experience and the lack of reliable communication from both Puma and the courier company, I no longer wish to receive this order. I kindly request a full refund and confirmation that the delivery has been cancelled. Please advise on the refund process and confirm when I can expect the amount to be credited back to my account. I trust that this matter will be handled with urgency.
Helpful (0)
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PATRICIA L
1 reviews | Active since Jan 2020
7 Jan 2026, 19:10
Bad service from Puma
I am writing to formally express my dissatisfaction regarding the delivery of my Puma order 2700331925. I was initially promised delivery on Monday, 05 January 2026. On Tuesday, 06 January, I was contacted by the courier company and informed that the parcel would be delivered on Wednesday, 07 January. Later that same day, I received yet another confirmation stating that delivery would take place today. This morning, I received the following SMS indicating that the order was out for delivery today with the assigned driver. Unfortunately, despite these repeated confirmations and messages, no delivery has taken place. Since Monday, I have continuously received empty promises with no successful delivery. Due to this ongoing poor experience and the lack of reliable communication from both Puma and the courier company, I no longer wish to receive this order. I kindly request a full refund and confirmation that the delivery has been cancelled. Please advise on the refund process and confirm when I can expect the amount to be credited back to my account. I trust that this matter will be handled with urgency.
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Replies (0)