泡泡玛特，公开致歉
双语君约 4 分钟近日，在社交平台上有消费者表示，此前在泡泡玛特官方渠道购买的潮玩产品，未能如订单所显示的最晚发货时间进行发货。
在泡泡玛特官方抽盒机小程序直播间中，亦有网友留言表示，希望直播间主播帮忙跟进延迟发货等情况。直播间主播以直播间为售前部门为由，建议网友咨询售后客服解决。但网友表示，售后客服并未能很好地解决问题。据第一财经报道，有消费者日前反馈，原本应该在这几天收货的泡泡玛特商品并未到货。
Chinese toy company Pop Mart has issued a public apology after widespread consumer reports of undelivered orders surfaced on social media. Customers who purchased products through official channels complained items failed to ship by promised deadlines, sparking over 1,000 complaints about "delayed", "unfulfilled", or "fraudulent" shipments.
During live streams on Pop Mart's "Blind Box" mini-program, viewers requested hosts to address delays, only to be redirected to customer service. "Stream hosts claimed they’re pre-sales staff and can’t help", one user posted. "But customer service just gives scripted replies". Multiple buyers confirmed expected deliveries never arrived.
黑猫投诉APP显示，泡泡玛特与“延迟发货”“不发货”“虚假发货”等关键词关联的投诉记录合计超过1000条。投诉记录里，既有“承诺72小时发货但6天都未发货”，也有“承诺48小时内发货但7天都没发货”的情况。不少投诉的争议点，多集中在售后客服不作为或处理不当，以及品牌方违反约定延迟发货却未对应承担违约成本。
有用户直指泡泡玛特发货机制为“霸王条款”。该用户在6月23日发起投诉，6月11日于微信小程序点击发货，约定的72小时发货变成7天左右，最终13天都还未发货，联系客服只答复尽快发货。用户表示若再未在当天发货，将起诉品牌的不合理条约。该条投诉已在当天得到品牌回复，该用户最终表示涉诉问题已解决。
Data from a consumer complaint platform reveals systemic issues: orders guaranteed to ship in 48-72 hours took over a week, with some delayed 13 days. Complaints centered on unresponsive service and Pop Mart's failure to compensate for breached contracts. One user decried the policy as "predatory terms", threatening legal action after 13 days of unfulfilled promises. The case was resolved only after formal complaint escalation.
据报道，本次泡泡玛特延迟发货涉及多个系列的产品。不仅仅是热门的THE MONSTERS（精灵天团，包含Labubu）系列，SKULLPANDA等系列亦有出现类似情况。针对这一问题，泡泡玛特发布公告致歉。抽盒机小程序公告显示，由于近期订单量激增，部分订单未能及时发货。当前该品牌正在紧急发货中，预计将在7天左右发出。
Delays affect multiple product lines, including hit series THE MONSTERS (featuring Labubu) and SKULLPANDA. In an apology notice, Pop Mart blamed "unprecedented order volume," pledging to clear backlogs within seven days.
此前，泡泡玛特开启Labubu前方高能系列的线上发售，官方放量一度对二级市场交易价造成影响。以泡泡玛特抽盒机小程序为例，该系列产品为预售订单，订单标注“预计2025年9月24日可发货”。
出现延迟发货的情况，到底是与近期促销订单激增有关，还是与网友猜测的产能跟不上有关？记者就这一问题向泡泡玛特求证，公司暂无回应。
在黑猫投诉APP上，有在泡泡玛特抖音电商渠道购买产品的消费者投诉表示，订单退货后品牌并未及时退款。涉诉平台和商家进行回复，其中抖音商城售后官方客服在回复中表示，如核实商家违约，平台将按规定对商家进行判罚。同时加强对该商家的监管力度，如果后期商家仍不改善，平台将按规定对商家再次判罚，措施包括但不限于下架商品、停业整顿、店铺封禁等。
When asked if delays stem from promotional surges or production shortages—as users speculate—Pop Mart declined comment. Separately, consumers reported refund delays via Pop Mart's Douyin store. Douyin's service team warned penalties including product removal or store suspension if violations are confirmed.
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