popmart.com Reviews 447

the app is crashing constantly, they do nothing about the bot problem, such a waste of time

Pop Mart Uk is an absolute fraudulent company.
They are only giving big businesses a chance to purchase as I had an item in my basket and by the time it had gone through payment it refused to take my payment and said it was sold out...in 5 seconds!!!!
They are manipulating the market as these companies then charge a lot more for the items so the foreign company is manipulating the UK!!!!

I ordered off Pop Mart’s UK Tiktok Live, after hours of attempting to secure a Labubu from their ‘drops’. I had two separate orders for their ‘Big Into Energy’ set, when they both arrived one of the packages was completely empty with nothing inside. I have tried on numerous occasions to reach ANY customer service of Pop Mart’s and they do not help at all, I assume they are just all chat bots. It has been days without a refund, replacement or even a member of their staff acknowledging the issue. This is absolutely horrendous for a company of their supposed size. I would never recommend Pop Mart and their fake demand practices to anyone, steer well clear of this company.

One star is too much for this company.

Customer service is the worst.

I placed an order a month ago and still have no sign of it. Even when I order from a Chinese store, it takes a maximum of 8 days. The issue isn't even the delay—they asked me to contact them if the shipment doesn't move in 7 days, then completely ignored my emails. I guess they have too many complaints to deal with!

AVOID!

The company fails to inform you the estimated delivery timeframe at the time of purchase and whether your order is being shipped from the US or China. In my case, it was shipped from China and had I known that it was going to take 3 weeks to receive my order, I would’ve just ordered myself some Lafufus instead. No wonder Morgan Stanley downgraded Popmart most likely due to red flags such as their lack of transparency in shipping and also their complete disregard of customer experience and allowing bots running rampant on every single release.

Bad app that crashes when new launches happen eating up by bots buying everything. Waste of time.

Terrible company. Item received had been shoved into a box that was too small and with no protective packing (e.g. bubble wrap) so the packaging of the item had been bent in several places. This is poor customer service in general, but it if you are buying as a gift or a as a collector, then it is even more disappointing.

I contacted customer services asking for the product to be exchanged for one that wasn’t going to be shoved into a box that was too small and their answers were basically no, have a £3 voucher and then no, have £4 a voucher. The no and have a £4 voucher was after them trying to tell me that their items are “packaged with care” and the damage was due to the delivery company - this was not the case - there was a small dent on the box it was delivered in, but in this case, this had no effect on the item in the box. The damage was from the item packaging being bent over to fit a box that was too small. I had also said to them in my previous emails that I did not want any sort of refund, simply to return the item for a replacement!

The item purchased was over £60 and the shipping was £6 so to offer a £4 pop mart voucher is a joke in itself - they would have been better offering nothing.

Fair to say I won’t be using pop mart again. They are a greedy company who don’t care about the consumer at all. Their product quality has also gone down hill a lot recently. There are plenty of other companies just now that have good (and better) quality items and far better customer service.

Popmart fixed their app. And they did try to help.

Constantly contacting them over and over again on the same issue. I tried to order something and was blocked and they couldn't help. So I tried to delete my account but they just asked why and never responded

I attempted to place an order through Popmart but was shocked by how the checkout process works.

Customers can go through the full checkout — including submitting personal and payment information — only to have their order cancelled due to “no stock.”

This practice may violate EU consumer law (Directive 2011/83/EU) and Dutch law (Article 6:193b and 6:230m BW), which prohibit misleading commercial practices and require clear stock availability before purchase.

Collecting personal data without completing the transaction may also conflict with the GDPR.

Popmart must do better: no more artificial scarcity, bots, or collecting personal info under false pretenses.

Ps: I contacted customer support about this, let's see if I get anything but an AI response..

Labubu is fake
Unable to get in touch with the company

Not enough protection against bots, unnable to buy products at release. High number of out of stock items. No option to filter out out of stock products.

A painful and disappointing experience
I purchased a Labubu figure through Popmart’s livestream for my daughter’s birthday. It was hard to get, but I managed. The first package was lost by their logistics partner. After repeated follow-ups, they sent a replacement, which was left outside in a public parking lot, not at my door.
I obtained two security videos from my landlord clearly showing someone stealing the package, with timestamps matching the delivery log. I sent those to Popmart. After days of chat delays, I was asked to file a police report—for a $50 item—despite having undeniable proof.

I have now opened a bank dispute. But this review is not about money—it’s about how an honest customer was ignored despite doing everything right. And about how my daughter’s birthday surprise was destroyed by poor delivery and customer service.
This wasn’t just a toy. It was about trust, respect, and empathy. I cannot recommend ordering directly from Popmart if they cannot take responsibility when things go wrong

If I can give them zero stars I would. Logged in 5 minutes before release, put in the basket, however the website does not take you to payment page, as a first buyer I thought I was doing something wrong, the same happened next time around. I made screenshots and sent it to the company, they said they will come back with a solution. No solution was provided, I tried again and again happened, the system doesn’t take you to payment even when your item secured in your basket, and happened again on the next time around. Then I realised that it is not a glitch it is their marketing strategy for you to try again and again and again and again….. I went to the UK consumer rights and found out that it is actually illegal way to possess the payment. If the item is secured in you basket and it should take the customer straight to the payment page. Let me say when H&M have collaboration online they do it correct way, let customers to queue to log into the website, they way Pop mart operate is illegal in the UK.

They wont cancel my order which is not shipped . This is against the buyers laws in european union
Dont give them your money in any way

“Don’t waste your time with the Popmart app at all!
I tried 3 times to get a Labubu for my niece!
Error and it won’t load or oops something went wrong!
This is hyena-like behavior, that fans can’t buy anything on the app! Hyenas are selling it out and for us there’s only errors and sold out within 30 seconds!!
This isn’t fair and I don’t want to have anything to do with this store anymore! I’d rather support another company”!

Terrible experience. Possibly a scam website. Waited around hours to buy something that was in high demand - but aired in a queue for hours. Then the website crashed and everything went wrong. Possibly a site that is gleaning personal and financial details.

Horrible experience multiple times trying to buy "limited" supply toys. Website errors and then within seconds stock is sold out. Don't waste your time trying to purchase from them.

The website and app never work. Constant error codes. Customer Support never gets back to you. They charge more than once sometimes and then won't refund money - can't get ahold of customer support to request the refund!

If I could give it zero stars I would. Literally the worst run company I’ve ever encountered. They do absolutely nothing to discourage bots and companies from mass buying, meanwhile your every day citizen can’t even get to the checkout and are forced to pay triple the price form resellers who laugh and mock people they are ripping off. It’s easy to say I’m absolutely giving up even trying with this awful company. Zero customer service. Never any stock. Terrible websites and apps that crash, and absolutely no care whatsoever for loyal customers.

I tried to purchase an item in my cart for about an hour and the site would never confirm my email. This site is literally the worst. It’s the stupidest thing I’ve ever dealt with.