Pop Mart fans around the world love your products—but right now, your website is broken, and your customers are paying the price.

For months, users have been facing serious technical issues while trying to make purchases on the official Pop Mart site. These problems are not isolated—they’re widespread, consistent, and affecting collectors everywhere. Despite repeated outreach to Customer Support, nothing has been resolved. In fact, the most common advice we've received is to “create a new account” to bypass the errors. That’s not a solution—it's a deflection.

Here’s what customers are dealing with:

• Privacy breaches: Customers have been logging in to buy and seeing completely different users’ phone numbers, email addresses, shipping addresses and more.
• Invisible product limits: Many users get errors saying they've exceeded purchase limits—even when it’s their first time trying to buy the item.
• Access restrictions: Customers are getting locked out or blocked from the site for no clear reason, even with normal use.
• Bot takeovers: Human customers are competing with bots on the website that are owned by scalpers who resell the products at 200% MSRP.
• Order failures: Bugs prevent checkout and processing, causing dropped carts and lost orders.
• Tax errors: American consumers have been paying excessive price increases from tariffs—despite those tariffs recently being reduced. Canadian customers are unfairly paying U.S. tariffs—despite not being American.
• Lack of support: Customer service continues to suggest account recreation instead of fixing the underlying issues.

This is unacceptable—especially from a company that has made over $2 billion in sales this month alone, much of it from North American consumers paying premium prices. We expect more than broken systems and silence.

We demand that Pop Mart:

• Fix the bugs and errors that make the site unusable and leak customer’s information. 
• Provide clear information on purchase limits.
• Implement anti-botting technology on the website to prevent sales to scalpers, such as adding captcha codes.
• Stop unfair and incorrect tax applications, especially for Canadian customers.
• Offer real technical support—not dismissive workarounds.

Pop Mart has a global fanbase and a strong reputation. Don’t let that be tarnished by inaction. Please treat your customers with the respect and functionality we deserve.

Sign now to show Pop Mart that we expect better.