popmart.com Reviews 447

ABSOLUTELY BULLCRAP OF A COMPANY. The fact for MONTHS ive been trying to get a authentic labubu from the website sitting there waiting for the countdowns, EVERY DANG TIME, it shuts down. Doesn't let me check out, doesnt pick up my address that's already in the log, customer service doesn't care nor do they even answer, honestly really sucks. Don't understand how anyone has even been able to get one off the site.

I ordered two weeks ago n received an email with order number plus another email for shipment n I want track my order the page isn’t found plus there is no option on their website to check it. Its scam. Don’t order

Attempted to contact through both chat and email (they have no US phone number) and have not gotten any response with over a week of consistent messages. Chat never connects to a real person so you are stuck waiting on an AI that is unhelpful. My shipping issue will likely never be resolved and I will never purchase from popmart again.

This is for app only. The app NEVER EVER WORKS EVERive have gotten labubu items into my cart just last night and when I hit confirm and pay it kept saying too busy try again later. You only have 5 minutes I kept hitting pay and it would say same thing. Funny thing is you can buy the other items besides labub no problem.

If you have a store nearby it is much better. They send you an email when the labubu is restocked so you need to check email often. I got 2 wings of fortune 2 let's checkmate and several coca cola plushies. But cannot get a regular or big into energy because u can only get on app which always crashes.

BTW i just put yesterday I've been trying for months to get those stupid dolls DONE

FAKE LABUBU’s - the product I received looked nothing like the one shown on their website! Disgusted and embarrassed!!!

No Box given just a Fake Labubu in a brown box. Avoid buying from this company ever!!!!

DO NOT BUY ONLINE! They will mug you off!!!

Very scammy company
The website and app are very glitchy. For some reason the website allowed me to claim the reward with my points even though the reward is out of stock apparently. The order that I put that reward on just had one other thing. It has been almost 24 hours since I placed that order and it still says that it is processing.

If I could give this scam of a company negative stars I would. First taking almost 3 weeks to ship is ridiculous. Then on the supposed delivery day I met the post personally to get any mail/packages, no labubu. But then they updated it with that it had been delivered, but to who? Temu gets every item here…. Tried talking to USPS, fake tracking number. Tried e-mailing to company, useless automated response with no follow up. Now that it’s been almost 6 weeks I can’t take up the charge with my credit card. Waste of $50, I hope this scam gets shut down, I thought I was safe it being the official Popmart.com but I now trust the shady resellers before dealing with this company again.

One star still too much

Useless company. They don’t give a damn about their customers. They can’t make a proper app, even they are swimming in money. It’s ridiculous. Non existent customer service, no chance to buy things. They just change drop dates. But hey, you don’t have a chance to get one anyway. They do nothing about bots. They should already feel the consequences for this behavior. Never seen such a s*** company

I’ve been a loyal customer of POP MART, primarily collecting Labubu and MEGA series. Recently, I’ve been blocked from completing any purchases on my account — always met with errors like “Item is too popular” or “Access restricted,” even while items remain in stock.

I tested multiple browsers, networks, and even created a new account — which worked fine. The problem is account-level, and support refuses to acknowledge it.

I have rewards I can’t use, drops I can’t access, and a support team that keeps copy-pasting “We’ve escalated this” for over a week.

They claim rewards can only be used with non-MEGA items, but never mention this anywhere when you redeem them. Now my rewards are expiring and I’m being punished for being an active customer.

Avoid until they fix their site, train their support, and stop misleading people about how their reward system works.

Terrible company ordered the beginning of June still hasn't arrived the tracking hasn't moved in weeks. Customer services is useless they just keep saying Its on its way but they have obviously lost it and won't give a refund. Do not order from them they are a scam.

This whole experience has been incredibly frustrating and disappointing.

What bothered me most is that I was sent multiple emails claiming I hadn’t responded — even though I had — and was being pressured to make a decision without having all the necessary information.

I’ve now been asked to send a large item back to their warehouse for inspection, but there are several serious concerns with this process:

There’s no clear explanation of how the reimbursement will actually work. I was only told to keep the receipt and send it to them — no clarification on whether it needs to be registered post. There’s no mention of who takes responsibility if the item is lost or gets further damaged in transit. Am I expected to cover that risk too?

For a large global company selling premium-priced plush toys, this lack of a proper return process is unacceptable. There’s no published return policy that outlines these steps when I purchased the item and the burden is placed entirely on the customer — without any written guarantees or transparency.

At this point, I’m seriously considering escalating the issue to Consumer Affairs, as this just doesn’t seem right.

--- original post below ---
I finally managed to purchase the item through the Pop Mart website and paid a $120AUD shipping fee. Unfortunately, when it arrived, it has noticeable defects — including missing fur around the ear and some parts of the body that felt rough.

The only way to communicate with the company is via email, and after receiving just 3 same responses, I was told the defects are “normal” due to the item being handcrafted, and that I should try brushing it to fix the issue (see below with one of their responses). This response feels dismissive and unhelpful, especially given the money I paid.

There appears to be no proper return policy in place — which is extremely disappointing for a global company that reportedly increased its value by $1.6USD billion in a single day. i checked their return policy which is non existent! At this point, I have no clear path to request a refund or return without incurring significant additional costs.

One of POPMART email response below and that's not even my name:

Dear customer,
Thank you for contacting POP MART!
Baozi, we are very sorry for the inconvenience caused to you. The plush toy you reported uses a hand-stitched process, and there may be a situation where the stitched parts have pressed down. You can use a comb or brush to gently comb the down in the pressed area. This can cover the pressed down marks and restore the original plush effect, making it look more fluffy and cute. As for the depression in the ear area, it's our normal design and not a flaw.
If you have any other questions or concerns, please feel free to contact us at any time.💖💖💖
The best greeting
POP MART Support Team

I wish I could post photos here to show everyone how they display their 'shipping & return' policy that has no return policy and my proof of purchase showing that I paid $120 AUD just for shipping. I’ve never had to pay that kind of fee for a toy before, and to receive something defective on top of that is beyond frustrating.

Ordered six Labubus and paid a lot of money for.
Only one turned up in a big box.
They are saying that I received the products b

Don't know their angle but they clearly don't have stock of items that go on sale at certain times. They sold out faster than a bot can buy. ?

Since April I've been unable to get any plush that hangs off the bag. Past two months I've only put 1 box in to order but the site crashes bang on 12 and then signs you out. Thought they had sorted this but apparently not. I had 2 boxes in my checkout today and waited until they were able to select, 11:59 available- clicked and waited for the popmart to load the shipping and then "unavailable" not even 12:00. Disheartening because the nearest store is 3+hours away.

Absolutely hate this company! I waited for the timer to go down on a new release item and then when it hit zero the product went instantly out of stock, it’s a scam! Their doing it on purpose, I will never buy anything from popmart again

I literally placed an order for one space Molly doll and they delivered it to the wrong address. I was on the online chat waiting for an agent for literally 5 hours, no one answered. I emailed the support team and they sent me pictures of the order at the wrong address and said it was “proof of delivery”. I’m not stupid, I know what my house looks like. Then I emailed 4 more times and they’re just avoiding me. Absolutely disgusting company that does not give a crap about their customers.

Horrible company. Cares more about scalpers and bots that actual customers.

Wow the bots on this site and on their app are absolutely insane. One second after restocking the Labubu Big Into Energy it was already out of stock. 1 SECOND AFTER RESTOCK. There is no way there were no bots involved in that. They made that purchase app only to help with bots buying the whole stock yet here we are bots bought out everything the second it was back in stock. Literally refreshed my cart at exact restock time and couldn't buy it anymore....

What a scam!!! Item supposed to be in stock at 11. Refreshing and as soon as the clock changed to 11 it was sold out. Sorry but that is not possible. Tried for the 3rd time for my daughter. If I could give negative star rating...

Would give zero stars if I was able. False advertising and using countdowns to which instantly says sold out. Impossible for anyone to have got one they clearly prioritise others and give everyone else false hope.