Received Fake/Local Boots Instead of Original Puma Shoes – Prepaid ₹4500

Dear CONSUMER COURT
I am writing to express my serious concern regarding my recent order placed through the official Puma mobile application and the unsatisfactory handling of my complaint.
Order Details:
Order Number: 109431513
Order Date: 06.02.2026
Product Ordered: Blktop Rider Vibrant Women's Sneakers
Color: Alpine Snow–Desert Dust
Size: UK 6
Amount Paid: ₹4,500 (Prepaid)
Payment Mode: Prepaid
Order Platform: Official Puma App
Instead of the above-mentioned product, I have received kids’ boots, which is completely incorrect and unacceptable.
I trusted Puma’s official app for authenticity and quality, which makes this mistake even more disappointing. I had already raised a complaint regarding this issue. However, no strict or proper action has been taken so far. Instead, I received an email from PUMA team stating that “from our side, your problem is resolved,” which is completely incorrect. My issue is still unresolved, and I have not received the correct product or any satisfactory solution.
Since I made a full prepayment for this order, this situation has caused me financial loss, inconvenience, and mental stress. As a loyal customer, I expected better service and responsibility from Puma.
I strongly request you to kindly look into this matter urgently and take immediate action by either:
• Replacing the incorrect product with the correct one, or
• Initiating a full refund at the earliest.
Please treat this matter as high priority and provide me with a proper and permanent resolution as soon as possible.
I look forward to your prompt response.
Thank you.
Sincerely,
Nandini Verma
Agra, Uttar Pradesh
India

Hello @Nandini89

We have carefully reviewed your complaint against PUMA India (Order No. 109431513).

As per your submission, you ordered Blktop Rider Vibrant Women's Sneakers in Alpine Snow–Desert Dust, Size UK 6, for ₹4,500 via prepaid payment on the official Puma App on February 6, 2026. However, instead of the ordered product, you received kids' boots — a completely incorrect item. Upon raising a complaint, instead of resolving the issue, the Puma team sent an email falsely claiming "your problem is resolved," despite no replacement or refund having been provided. You have neither received the correct product nor any satisfactory resolution to date.

You are seeking either an immediate replacement with the correct product or a full refund of ₹4,500.

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We suggest you follow the steps below to resolve this matter:

Step 1 – Email Customer Care
Please send a detailed email to PUMA India's customer care at:
customercareindia@puma.com
Mention Order No. 109431513, attach photos of the incorrect product received, and demand an immediate replacement or full refund.

Step 2 – Escalate to Grievance Officer
If customer care does not resolve your complaint within 7 days, escalate the matter to PUMA India's Grievance Officer at:
grievance@puma.com
(PUMA India Ltd., 7th Floor, Tower D, Global Business Park,
Mehrauli-Gurgaon Road, Gurugram, Haryana – 122002)

Step 3 – Send Physical Legal Notice (if emails remain unresolved)
If both the above steps fail, send a formal Legal Notice by registered post to:

CEO / Nodal Officer
PUMA India Ltd.
7th Floor, Tower D, Global Business Park,
Mehrauli-Gurgaon Road,
Gurugram, Haryana – 122002

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Step 4 – File a Case at e-jagriti.gov.in
If no resolution is received after the above steps, please register and file a formal consumer case at e-jagriti.gov.in with all supporting documents including order confirmation, payment receipt, and photo of the incorrect product.

If you need any help drafting the emails, legal notice, or uploading documents on the portal, we are here to assist you.

Thanks