popmart.com Reviews 447

I am absolutely flabbergasted with Popmart right now. They treat their customers so badly and I spend so much money in Berlin.
I went all the way from the middle of Denmark to Berlin, - 20 hours going by bus, a lot of money spend on the trip itself, 3 days of pendling because I left at night from DK and left at night the next day from Berlin. No sleep, no rest, only to go to the shop and see it and buy Labubus for our own collection. First of all you have to go outside in the rain and wait to go in line. Fine. Then you get a bracelet on and wait again, just to go further in another line in front of the shop. Fine. Then you go inside the shop, to find out that there are limitations for purchase. 1 box with 6 or 5 single boxes and 1 small special. Fine. I bought 1 box of Exciting Macarons and everything is fine, awesome, super duper, very happy, thank you very much, see you again, I love Labubu, horray, life is awesome.
I spend the entire day in Berlin and then went back to Denmark at night. So I left on Monday and were home on Wednesday. I opened the boxes and one of them were defect. And it was an obvious defect. Fine. I guess they will help me if I contact them.
Well, no. Do not buy anything from Popmart,- they will bounce you back and forth in their bureaucracy of a company and offer you a 3 Euro coupon for your next happy purchase in Popmart.
Well.. Are you absolutely kidding me? You spend 2 weeks thinking about what to do and a 3 Euro coupon is the best you can come up with? Really? It would take 2 minutes in a normal serviceminded customer service-department to come up with a better way. Ship a new one to the customer,- that's what I came to your shop for! What are you even doing in your so called customer service? Why do you even have such a department when you dont follow normal legal rules? It's illegal what you are doing. That's not fine. That's not fine AT ALL! I am so furious,- I think it is despicable to do that to your customers. I did not go by bus for 20 very smelly hours, to be bounced back and fourth, writing 16 emails to be offered 3 Euro.
You must think I am so loyal and dumb that I can't see what you are doing. You have absolutely ruined my love for Popmart and Labubus. I am not buying anymore from your shop and I am never ever going abroad to visit your shop again. This is not about money,- this is about respect. I spend 3 days of my life to pursue a hobby. Well, thanks, that's not super duper anymore.
Stay away from this shop. 16 emails with all the details,- nope, that's not good enough.
I have taken this case to the next step and I am going the legal way now. You are not getting away from your responsibility.

I strongly advise against purchasing from this company. After spending weeks trying to secure a Labubu figure during their limited restocks, I finally managed to place an order — only for it to be canceled without explanation. They refunded the original payment but offered no compensation for the time or effort spent. It feels like they intentionally maintain low stock to create a frenzy, but they can't fulfill orders even when successful. Very disappointed and reporting them to the BBB and FTC.

I have lost hours of my life watching moronic and brainless chatter in barely-comprehensible accents because apparently it’s the only way to buy viral products like Labubu without risking purchasing a fake. The item “drops” on the live and there is less than a 1 second opportunity to buy it. It’s borderline physically impossible for a human being to succeed at this, leading to stock all being lost immediately to bots written by traders in the resale market. A handful of these toys are released two or three times in 5 hour long “live” presentation of absolute drivel, that hurts your brain to listen to. It’s a scam, to create dependency and misery, and it fuels fraud and therefore crime. Really vile and disgusting. This has no place in society. Either sell the product or don’t sell it, but holding people hostage while you babble barely comprehensible jibberish about a plush flower with a vinyl face “never needs water” is idiotic. This company need to be stopped.

Places 2 orders for the highly sort after monster labubu dolls for my niece for her 7th birthday coming up, I was nervous about ordering after reading all the negative reviews but I ordered anyway thinking the worst only the order was placed 3 days later it was sent I was still nervous and this morning they arrived so I’m going to have 1 happy niece plus pop mart never done anything wrong in regards to order times and ship times everything was great

I would give 0 stars if I could. Still waiting on dispatch over a week after ordering. Customer service appalling. Stock responses on chat and don’t reply to emails. Avoid

I have ordered one labubu on presale in June and it said it will be delivered in September. I waited patiently and it finally arrived. It's genuine and lovely! My daughter is very happy and wants more. So I have no idea where all that bad reviews come from. Maybe people ordered from a different website claiming to be popmart. Anyway I am happy and recommend this website to anyone! Sometimes you just have to wait longer but it is worth it. Many thanks POPMART.

Terrible experience with POP MART. I missed a purchase window and reached out to support, hoping for at least a little understanding. Instead, I got a cold, copy-paste response hiding behind their “policy.” No flexibility, no care, no effort to keep a customer happy.

This shows very clearly that POP MART does not value their customers at all. It’s all about the money, and once they have it, they don’t care if you stay or leave. Well, I’m leaving — I will never buy from them again, never join their draws, and I’ll make sure to warn others about how badly they treat people.

If you want a company that respects and values its customers, look elsewhere. POP MART will just waste your time and leave you frustrated.

Requested a refund or swap from elsa the manager after my daughters labubu fell apart within a week of purchase, who refused to even talk let alone help me then threatened me with violence from a security guard(who cannot legal assault or touch anyone) who did not speak English who refused to show his sia id which is a legal requirement for all security staff. This threat from said security guard in terribly broken english made my daughter so scared she burst into tears absolutely disgusting behaviour from a toy shop. Other parents who witnessed this left with us to make sure my daughter was ok and all of them expressed there disgust with pop mart saying they will not return.

They know nothing, basically I contacted them because I had an issue completing the creation of my account (account in korea since I'm a foreigner the system says my name is too long and I can't change it bc of the phone id system). And I know now that I contacted the wrong customer service, korea has still the international website + a localised official website (I trippled checked, it is legit and even linked through their official instagram and kakao). Didn't know about it before contacting them. But instead of looking it up or redirecting me to the right service they keep telling me with a terrible copy paste

" Dear valued customer,
Thanks for reaching out to POP MART and wish this email finds you well.
We apologize for any confusion caused to you.

Our technical team has verified that the website you previously used is not an official POP MART platform. To ensure your shopping experience and product authenticity, please use our official website for purchases: "official international pop mart link"

All products bought through this official website are guaranteed to be genuine, and you can also enjoy our official after-sales service and the latest product updates. If you encounter any issues while accessing or using the official website, please feel free to contact us for assistance.

Have a nice day!"

Just useless, and rude. Inform yourself then redirect me. Isn't that basic client service ????

I know its not very bad but still sending me thoughtless copy paste instead of replying to my message properly is messed up, it was going very well then it made me feel insulted leaving me with a complete negative feeling over the experience. I work in communication so I find this revolting.

Now I will never give my trust to the international service, because I can't imagine what could happen if something worse related to orders/money happens. I will give my trust to the korean service for the moment which I'm sure is more qualified with proper client service even though they are overflowed with demands.

Update : they emailed me back with the same stupid answer, I think I am talking to an AI at this point

Pre-ordered three Labubu Big into Energy pendants as gifts for friends and they were crammed into the smallest shipping box. The product boxes are now all squished and creased, ruining the gift. I do not want to give these to my friends as I'm embarrassed by their awful presentation, but judging by the reviews here, I doubt Pop Mart's customer service team will do anything to help. Considering the demand and cost of these items, you'd expect better. They could've simply packed my order in a bigger box and they would've been fine. No wonder everyone is receiving damaged items.

This Company had the worst customer service imaginable, no empathy towards children’s feelings, especially with my unusual circumstances I needed to contact them about.

I bought the Marvel set about two months ago in their Downtown Summerlin store. One of the items has a defect and I contacted their CS for a replacement or refund (willing to return the defective item) but they could not replace it due to being out of stock. That's fine and I totally understand. So I asked if they can just send me a refund and I can return the item. They told me to go back to the store where I bought it. Unfortunately, the receipt is marked as a "Final Sale" so they won't allow refunds. To make long story short, they only offered me $5 coupon and I can only use it online! Really???? So yeah their customer service is horrible! These people are greedy!

I cannot thank the lovely staff for my fantastic Popmart experience, myself and 2 friends were in amsterdam for a short break and of course had to go to the Popmart store ! from the moment you arrive and meet the security its all a pleasant experience! yes we queued for 50mins and no they didnt have the labubu we wanted but the staff were so friendly and nice ! did purchase another labubu overall very happy with the friendly chatty staff ! 🩷🙏

Thought after a few months of them getting their act together they would improve things to stop 3rd party bots from getting items dead on 12pm but nope they have no interest in customer only $$$ so that's it won't be using them again and would advise all to stay clear.

Pop Mart has one of the worst booking and release systems I have ever experienced. Their so-called “drops” are designed in a way that allows scalpers and resellers to grab everything instantly, leaving real fans and collectors empty-handed.

Instead of making their products accessible, they deliberately create an artificial sense of scarcity so that these cheaply made toys can be resold at massively inflated prices. This manipulative tactic doesn’t reward loyal customers — it just fuels a toxic scalper market.

It’s frustrating, unfair, and ultimately shows how little Pop Mart cares about its customers. They rely on hype and scarcity instead of quality. Ugly products made artificially “desirable” because they are impossible to get? That’s not creativity — that’s exploitation.

Avoid this company unless you want to play a losing game against bots and scalpers.

PopMart is a company that rips its consumers off! Never again will I purchase anything from this company. I tried to cancel an order that was mistakenly placed in the app (the only way you can reserve and are forced to place the order within minutes or else the items will get removed from your cart!) within half an hour, but the option to cancel was no longer available under my Orders. I contacted customer service immediately, requesting to cancel the order, but they refused! There were two orders placed, 1 order had 1 item, which was placed by mistake. Another order had 4 items, and 3 turned out to be all the same! I realize that they were "blind boxes," but to include 3 of the same kind in one order is just plain ridiculous! I asked if the items are returnable, and they said that if the boxes were "virtually" unboxed after payment, they will not be returnable. I did not unbox them virtually. The only way I found out that 3 out of 4 were all the same character is because they unboxed them for me when I received my order confirmation via email! I purposely chose the option to unbox after I've made the payment, as I was waiting for them to arrive physically. This is my first time ordering from PopMart, and this will be the last! I can't wait until this microtrend Labubu craze dies off! I purchased these items not to collect but to give as presents to family members. But PopMart has made it a very disappointing and totally awful experience.

Bought my child a labubu the other day and when she unboxed it had a hole under the arm, Popmart refused to replace the doll when I contacted them online.
Crap quality don’t waste your money.

I placed an order and repeatedly double checked my address after the order went through...the address was wrong. Customer service was nowhere to be found ...it just took my money....buyer be AWARE...Stay away from this site ....

Great until you need to contact customer service.

I have found them to be dismissive and rude, they're usually not interested in helping.

I asked to cancel an order, it was a preorder, so shouldn't have been an issue. Supposedly something I should be able to do via my online account - if I could make one! I just get errors, and honestly have no interest in an online account beyond being able to cancel this order.

It took requesting multiple times via email for anyone to actually action this for me. But now they have only refunded me the postage cost, so they're obviously seems to be an issue with the refund also. But they are unwilling to look into it at all. So looks like they're just happy to steal from people!!

I ordered a doll which I had to wait over a month to be released as it was a preorder. When it came, it was broken. (Out of the package, immediately a piece of the doll falls off). I message customer service and they offered me a $6 coupon. I declined as these are available on Amazon as well and Amazon has better customer service. I waited over a month for the release and then shipping (we all know about their shipping times) and it’s worth $6 to them. But I paid five times that for the broken item.