Description

I placed an order with CultNeo on June 25, 2025, for a $447 Pop Mart Labubu figure set. Their website used official Pop Mart images and descriptions, giving the impression the products were authentic. Within minutes of placing my order, I suspected the items might be counterfeit and immediately attempted to cancel. My initial email to them bounced, and it took two days to find a working contact address. When I finally reached them, CultNeo refused my cancellation, claiming the order had already entered processing. They also cited a strict no-return policy for blind boxes. When the product arrived, I opened the boxes to verify authenticity. I own real Pop Mart figures and compared them side by side. The items from CultNeo were clearly counterfeit — with poor quality, inaccurate details, and packaging missing official QR verification codes. Only after I stated I would dispute the charge did CultNeo offer a return option. Given the deceptive listing, refusal to cancel, and counterfeit goods, I filed a formal dispute with my bank and documented everything. I am filing this complaint because I believe CultNeo is misleading consumers and selling counterfeit items using stolen brand imagery. I am requesting accountability and an investigation into their practices.