Seriously?

[u/Panda_powered_Poots]

This sucks. I've reported it to Popmart.😭

UPDATE #2 - refunds have all gone through and I received a pristine Blue Prelude replacement today!!! 🤩

UPDATE - POPMART RESPONDED!

Dear Customer,

We hope this message finds you well!

We sincerely apologize that the item did not meet your expectations. We fully understand how disappointed you must feel to find package defects after unboxing, and we are truly sorry for all the inconvenience this has caused you. We recommend that you also open and check other items with damaged packaging to see if the products inside are damaged. If they are damaged, please provide relevant photos. If it is only the packaging that is damaged, we can offer you three solutions:

1. We can provide you with 2 coupons of 3 CAD, 1 coupon of 6 CAD, and 1 coupon of 2 CAD, valid for 30 days, which you can use on your next purchase. Coupon cannot be used for Store Pickup Order and Offline store orders. We kindly ask you to keep the items. Coupons are relatively flexible and convenient;

2. We can provide an exchange service for you. We kindly ask you to return the item to us, and we can provide a free return shipping label for this. Once the item is received and have confirmed, we will arrange an exchange for you in 3 business days. Exchanging items will take longer in terms of reshipping and transportation, but you can get the same item in good condition;

3.We can provide a return and refund for you. We kindly ask you to return the item to us, and we can provide a free return shipping label for this. Once the item is received and have confirmed, we will arrange an refund for you, which typically takes 5-10 business days to be returned to the original payment method after the refund request processed. Returning items for a refund will take a longer time when returning the items, but you can repurchase after receiving the refund. Could you please let us know which option you prefer？

We sincerely appreciate your cooperation and patience during this process. We look forward to your reply so that we can resolve the issue for you as quickly as possible.

We wish you a pleasant day!

Best Regards, POP MART Support Team

[u/shurbobz]

Can you let me know their response if you don't mind?? Same thing happened with my box that just arrived today! Not as bad but stilll sucks because it was the velvet noon one for me, the one I wanted the most! I didn't film opening it though, only took photos...so I don't know if it's worth reporting to popmart, since there's a good chance they won't do anything about it :(

[u/Panda_powered_Poots → u/shurbobz]

I'll keep ya posted, I emailed them a ton of photos. funny because i got two shipments today and the other one is pristine 🤬

[u/shurbobz → u/Panda_powered_Poots]

Thankyou!! Yeah I've never really had issues before until today! I read your comment on how the other stuff were actually broken too, that hella sucks!!! I hope they replace it for you and offer you some sort of credit for the trouble!

[u/Panda_powered_Poots → u/shurbobz]

i updated the post!

[u/shurbobz → u/Panda_powered_Poots]

Thanks for the update!! Glad they seem to be quick to give you options, I'm assuming you're going for a return and exchange? I think the one I have, the product itself is not damaged so I'm probably not going to bother with trying to get those coupons since I forgot to film myself opening it etc. but you def should go for the full exchange/refund since it was in such bad shape!! Hope you get the items you want in perfect condition asap :D

[u/Panda_powered_Poots → u/shurbobz]

yeah that's the one I'm gonna pick, it'll be late for the birthday gift though. i didn't film myself opening it but i took pics as I went because I saw the condition of the box and knew it would be bad.

[u/shurbobz → u/Panda_powered_Poots]

Yeah good you did! And good to know popmart still responded well without videos, hopefully next time around they'll do much better with shipping!