I bought a pair of PUMA gym shoes this past October. I had a pair of Nike Shocks for 8 years and they finally began to tear up in the back
I didn’t wear the new gym shoes much considering this winter I didn’t really move, and I wore boots through the 10000000 feet of snow Chicago had.
February 17 I began to wear my new shoes regularly to the gym. I decided it was time to get back into shape.
Now a little more than two months later, there are 2 holes in my right shoe and the inside of the shoe has fallen apart which caused me to get blisters and cut my workouts short due to irritation.
I tweeted the @PUMA account several times with my complaint, with no response.
I then looked online for a telephone # and spoke with Tanya who told me their defective department person was away from her desk, but she would email me a form that I can fill out and they would get back to me in 2-3 weeks.
I filled out the form and sent it in, and luckily I received a response the next morning:
Thank you for contacting PUMA!
We are sorry to hear that you are dissatisfied with your product. After further review we have determined that the issue you are seeing with your product is not a result of any defect in the material or workmanship.
Unfortunately we will not be able to provide you with a coupon code for the product in question. We apologize for any inconvenience that this has caused.
PUMA Customer Service
So I was pretty confused. How did they come to this conclusion? A shoe worn for 2 months fell apart….I didn’t buy a Payless Shoe! I bought a high quality brand, and I already had to ditch them.
I call PUMA again. I speak with Tony this time. He tells me that no one can speak to anyone in the defective department unless it is by email. Seemed pretty strange to me, I have a simple question…can’t I get a simple answer? Tony took down my information and said someone get back to me.
No one ever did, I didn’t see that coming. So, I call again because I am persistent and I need an answer.
I talk to Tyler. He tells me basically the same thing, but that someone WILL get back to me …..
So today I called again asking for a manager immediately. I didn’t want to hear anything else.
I get Tanya again…starting to think they use fake names because how can everyone I speak with have a T name? Maybe a coincidence, but doubtful.
She sends me to a manager, Steve. Who basically tells me: Too bad so sad.
—- He let me know that this is their policy and in their contracts. I cannot speak to anyone in regards to this and I am not entitled to an answer as to why my product was denied.
What kind of customer service is that? I don’t get an answer? Someone can just look at a picture of my shoe and say YOUR FAULT? And they don’t have to clarify why or their policy on what consitutes as a shoe they are liable to replace?
It sounded to be like they don’t care about their customers. I was also told no one HAD to return any of my future emails because my case is closed and their defective department can ignore me going forward.
Well, I opened up another case, I am a Taurus. What can I say?
So now, PUMA kissed my business goodbye. Oh well for them.