Popmart Reviews 4

My daughter bought a labubu with her birthday money, and although it arrived quickly, it's faulty. One arm is bigger than the other, and the head is about to fall off.
She's had better other ones you can get from any normal shop.
Contacted customer service and they offered me a £2 voucher, which covers the cost of the shipping.

I ordered a box of Labubu for 114 including delivery fee. The delivery men left it behind my rubbish bin and did not tell me about it in any way. After 5 days, I wondered why it took so long. I tracked the order. Found them all wet. As they were supposed to be Christmas presents for my friends kids. I contacted them about it. You know what they offered me? £12 voucher? Worst customer service ever. What if I never will buy anything, that means you are doing nothing.

If you wouldn’t pick a crushed, resealed item off a shop shelf, you do NOT have to accept it from an online order.
If you pay by credit card, most debit cards or PayPal — you CAN dispute the payment.

I’ve ordered from Pop Mart online several times, but my most recent experiences have been shocking. There is no clear communication when something is a pre-order, and delayed dispatch of those of my “Why So Serious” set twice — same thing happened with a previous I found you Skullpanda too.

When it finally arrived, the delivery box was partly open and the Why So Serious box set was squashed on one side. Despite the fact they always poorly package their items (large box no extra padding) I do not believe this type of damage could be from transit alone.
The shrink wrap was intact but the outer box had TWO seal tabs — one already sliced open, the other obviously resealed.

Inside, 6 of the 8 boxes were damaged, 3 severely, and on inspection two of those figures had a strange odour, decreasing the value of self proclaimed premium collectable items.

Their website tells you to send an unboxing video, yet they only allow 20MB attachments. So I sent it via WeTransfer which they responded they “couldn’t view” it, requesting me to send it as an attached along with photos of the delivery box and label. More back-and-forth.

-Over the week, their “solutions” were:
A £10 slap in the face coupon (valid 30 days — not to use on MEGA are larger items)

-£20 refund (not even the cost of ONE £26 figure)

-An email basically saying “If the figures aren’t damaged, tough.”

-Refusing a return unless I pay postage first, and then only offering to reimburse with, yup another coupon.

This is not compliant with UK consumer law. If an item arrives damaged or not as described (aka appearing resealed, box damaged pretty much unsellable) , the company must cover return costs and issue a refund.

After 6 days of one-response-per-day nonsense, I had to escalate through my payment method.

Pop Mart online are cutting corners, ignoring UK regulations, and hitting customers with here's a gift of spend more money on us, instead of fixing their mistakes. Their packaging is sloppy, their policies vague, and their customer service dismissive.

If you’re a collector: avoid the online store.
Their behaviour is unacceptable, unethical, and genuinely shocking for a “premium” brand.

I reviewed the Popmart.com site but now there is Popmart UK site review, which is more appropriate because I purchased from the UK site.

This company has zero customer service. My emails have gone unanswered for over a week, and judging from other reviews, I doubt I’ll ever receive a reply.

The dolls come with QR codes for “authentication,” but the system doesn’t work. When scanned, the code leads to what appears to be an official Pop Mart Customer Service website — but it looks suspicious, even containing a spelling error (“replatments”). The page asks you to “enter the code inside the coating,” which makes no sense since there is no coating on the tag. This has been embarrassing, as the recipients of these gifts have discretely questioned whether the dolls are fake.

Due to the feedback, I opened one to check and the quality was terrible - incomplete stitching, loose stuffing, and an overall cheap feel.

Popmart’s AI help system says: “For defective products purchased from popmart.com, please contact our Customer Service at [email address] within five (5) working days from the date of delivery.” This policy is completely inconsistent with UK consumer law.

Do not buy Popmart products as gifts. The quality control is appalling, the authentication system is untrustworthy, and the company provides no customer support. I wish I had read the reviews before ordering.