popmart.com Reviews 447

I bought 8 blind boxes and got the same one 3 times and other doubles. I had issues with the website refreshing a different case without my knowledge. I thought I was buying more boxes from the SAME case which would guarantee no doubles. I contacted pop mart and they did not take responsibility for this and completely ignored me. The website very clearly has an issue , it took me many tries to even process my payment . The policies of this company are unreasonable and I'm now stuck with half of the items I purchased being exactly the same, I hage been completely ripped off. Im convinced at this point these blind boxes are complete scams since they never have "cases" and send the same ones many times. I will never again buy from pop mart and I warn others about thier misleading practices.

Pop Mart opened in The Mall of America and I was super excited. I made a couple of purchases for myself and Christmas gifts. I later decided to return the unopened blind boxes I bought for Christmas's gifts. I was told by the associates I could not return my items because it didn’t fit their return policies. I was not told of the return policy at time of purchase nor was the written statement on the receipt was not transparent. It’s said all purchases can be returned 15 days after purchase. Apparently that’s only if there is damage to the product. That is not clear on the written receipt. I will not shopping in store or online on the future.

UK collectors-
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 do not often write reviews but believe customers to this online store should be aware that this incident can happen to them too. I placed an order for two The Monsters-Exciting Macaron. The order was received earlier than expected and the package outside seemed fine. These toys are for my daughter’s upcoming birthday. I decided to open one box out of curiosity, and was shocked to see that the product inside the bag was not the matching “Green Grape” from the sticker included. I decide to open the second box out of fear but the second box contained the correct matching product like the sticker. Somewhere along the line, the wrong item was placed in the box. I don’t know if this was a machine error or a deliberate human error. The POPMART customer service is AI or generic emails, which tend to be not appropriately helpful and tedious. I am currently working via email with the POPMART team (sending photos and video), but don’t know if this will be resolved. I do hope they step up and be professional about a major problem. In the meantime, I will leave reviews and comments about my experience so it doesn’t happen to others or at least be very wary about this online shop. It is better to go to a physical store that sell the product and open it right there in case there’s any problems.

I recently received my order (O4631466571971588096) and was extremely disappointed to find the item defective right out of the box. There was even a sticker placed on the ear pointing directly to a small hole, clearly indicating the defect. I have a full unboxing video from start to finish showing this issue.

When I contacted customer support, I was only offered a £2 voucher or refund, which doesn’t even cover half the item’s cost. To make matters worse, I was told I would need to pay for the return shipping myself — despite the fact that the item arrived faulty through no fault of my own.

This is unacceptable. Sending out defective products and then expecting customers to pay for returns, or to accept a minimal voucher as compensation, shows very poor customer service.

I hope the company takes responsibility by arranging the return shipping at no cost to the customer or by offering a fair and reasonable resolution. I truly hope this feedback encourages better quality control and customer support in the future.

Managed to get my hands on a big into energy labubu. I received my order with the package badly damaged. As a result of this, the labubu box was damaged too. I reached out to support who told me to open the labubu to check which one it was (the labubu was a present for a family member). I opened the box as requested and they told me they are able to either give me a £2 coupon or exchange the labubu. If I want to exchange, I have to pay for postage out of my own pocket and then will receive the cost back as a coupon (not even into my bank account). I was told this would be escalated, however I have received an email with the exact same message previously received. I am now unable to gift this due to it being opened and customer service are yet to provide me with any sort of reasonable fix to this.

I strongly recommend not buying from Pop Mart, especially the Pop Now. I ordered two Labubu figures over two months ago, waited patiently, and was very disappointed when the wrong items finally arrived. One of the figures isn’t even from the same series and is worth about $10 less than what I paid.

I contacted customer service immediately, but I’m still waiting for a proper response. After reading other customer reviews, I’m even more concerned, as many people have shared similar negative experiences with refunds and returns. This has been extremely frustrating and disappointing. I really wish I had read these reviews before purchasing — I will not be buying from Pop Mart again. Never ever

Updated:
I spent time taking screenshots of my order and photos of the incorrect items I received — I ordered two Big Into Energy figures but received one Big Into Energy and one Pin for Love. Despite providing clear evidence, the response from Pop Mart’s customer service was incredibly frustrating:

“We have checked the order fulfillment status and confirmed that the goods have been shipped in full accordance with the order details... Therefore, we are unable to process your issue regarding receiving the wrong package.”

In other words, they completely denied their mistake, even though the items I received were $10 less than what I paid for. I’m not just disappointed — I’m furious about how this was handled. This feels like a scam, and I strongly advise others not to buy from Pop Mart unless you want to risk going through the same experience. I’m completely done with this company.

Excellent service. Would definitely buy again. Very happy with my purchase

Terrible!
Orders an item shown in stock over 2 months ago
No correspondence from Popmart unless they have been emailed and they have to reply
Numerous times have asked where the item is and Ive been told it will be doing dispatched.
Today I emailed again to ask where if is, was finally told it’s out of stock.

Why are you taking people’s money for orders that you can not fulfil?
Why are you taking money form people for in-stock items that are not available for dispatch immediately?
I did not pre-order!
Shocking
And now I have a disappointed child without a gift that was promised

Every. Single. Email- they do not read. They respond with a copy and pasted message that has nothing to do with the situation. Or they say that PopNow is instantly revealed- which isn’t true. Or they say you can’t opt to open at home- which isn’t true. I’ve exchanged 50+ emails with them and each time it’s a different person who responds without reading the prior messages. I will never get help. They will never listen. This is the worst experience I’ve ever had with a retailer. I am so defeated. Tho company does not care about its customers. Shame on you, popmart. You had a job to do.

I know that when I ordered in September the order just sat there being processed. I however did not give up and continued to chase this up, I did not get a reply so I had another email address sent to me and they replied straight away. They explained that half the order was in stock, I reordered the one that was showing in stock and it came pretty quickly, I cancelled the original order and a refund was issued pretty quickly. I have ordered a few times now and touch wood they have all gone ahead with no problems

I purchased a box of Labubu dolls directly from the Pop Mart website, expecting authentic products. Unfortunately, the QR code authentication system on the dolls do not work (scanned 31 Oct 2025).
When scanned, the codes lead to what appears to be an official Pop Mart Customer Service website, but it looks suspicious — the page even contains a spelling error (“replatments”). There is a tab to verify, but asks you to “enter the code inside the coating,” which doesn’t make sense. There is no coating on the doll’s tag.
This has been very upsetting — these were gifts to friend’s children and were discretely questioned as being fake. I am beyond embarrassed.
I bought directly from Pop Mart UK, so I expected the authentication system to function properly and provide reassurance. You would think this would be a priority for Pop Mart given the number of fakes.
-Edited to say that I just opened one of these dolls to check myself, and the quality is terrible. There is a hole with stuffing coming out. When I went on the website for help, the AI assistant stated that issues must be raised within five days of delivery. This is completely at odds with UK consumer law.
-Edited again to add that whilst trying to offload these ungiftable dolls, eBay have sent me this message “Your listing was reported by the rights owner listed below as a counterfeit item. Please see the policy below for information about why we don’t allow counterfeit items.” Wow. Even Popmart are reporting products bought from their own store as fakes because the QR codes do not scan and they are defective. Perhaps if Pop Mart spent more time on quality control and customer support instead of trawling eBay…
I have yet to receive any response from Pop Mart. Popmart products are absolutely NOT SUITABLE AS GIFTS — you’ll only end up embarrassed.

I visited the store in Auckland, New Zealand on Queens St.
The staff were very kind & super helpful in answering all my questions & helping me find what I needed.
They didn’t have any large bags & were so kind to deliver to my hotel.
The following day I went back to thank them & to my surprise they had the Skull Panda Wednesday doll sadly they wouldn’t allow me to buy 2.
Other then that great experience

From ordering to receiving my Labubu was 36 hours, so so impressed. Great quality and very cute.

Given 5 stars as even though it took 5 weeks and numerous e mails they did resolve the problem.
Head came off labubu after only 3 days,after refusal of several offers as I wanted it replaced with identical one free of charge,I finally recieved the replacement yesterday.

I’m extremely disappointed with POP MART’s customer service and refund process. I purchased a full box of Big Into Energy Labubus figures, and three have arrived defective — including some with loose, clicking heads and misaligned features. I followed every step POP MART asked, including sending photos and videos, and returning the defective figures using their provided label.

The return was delivered to their warehouse on October 3, 2025, yet I still haven’t received my refund. I keep getting responses from different representatives on different email chains, all short, generic, and unhelpful, saying things like “your refund is under review” or “please be patient.” No one takes ownership or provides a clear timeline.

It’s now been almost a month, and this experience has been extremely frustrating. POP MART acknowledged the defective products but continues to delay a simple refund. The lack of accountability and consistent communication makes it feel like they’re hoping I’ll give up.

I’ll be filing a Better Business Bureau complaint and disputing the charge with my payment provider. Until POP MART improves its customer service and refund process, I strongly recommend avoiding ordering directly from them.

Never received my package because it was seized by USPS for counterfeit postage.

NOT 1/6 BUT 2 DUPLICATES.
Purchased a box of Labubu Have A Seat Series online due to its popularity and demand also to complete my Labubu collection series. Unfortunately 2 of the labubus have dups, VERY DISAPPOINTING AND UNSATISFYING FEELING! I reached out to popMart support team but gave me a long list of process to do to exchange for replacement. ANOTHER STRESSFUL WAY FOR THEIR CUSTOMERS TO FOLLOW JUST TO GET WHAT IS SUPPOSEDLY INSIDE THE BOX SET!!! And not only that! I HAVE TO PAY FOR THE RETURN OF THE ITEMS AND they will compensate me with an equal amount of VOUCHER!!!

I’ve been trying to get information about a late order I placed back in June. The original delivery date was September 28th, but since then, the status has just said processing with no further updates or clarity.

When I reached out to customer service, I was told more than once that I could cancel if I wanted — which honestly feels a bit insulting after waiting this long. I then received a very generic email offering either a £2 voucher or the option to cancel, which doesn’t feel like a fair resolution for such a long delay and poor communication.

I’m really disappointed that a brand like Pop Mart can have such unhelpful and impersonal customer service.

its fun to collect but opening the blind box was disappointing because the surprise is always rare and hard to get. i love the concept and the style is cute but the one i recently got has a misprint.