Adidas Blames Poor Quality on User Error in Terrex AX4 GTX Sports Shoes
On October 15, 2022, I purchased Adidas Terrex AX4 GTX sports shoes from Boyner Store in Cevahir Mall. As it was off-season, I didn't use them immediately. However, starting from early December 2022, I started wearing them for daily walks, and within 3-4 months, the inner lining and heels of the shoes started tearing apart. The constant friction with socks caused the damage, forcing me to buy socks frequently. Two years ago, I bought a summer walking shoe from Özdilek Mall, which also ended up in a similar disastrous state within 2 months. When I tried to exchange or return it, they blamed it on user error (though records will show otherwise). With this Goratex shoe, I hoped for better quality, but unfortunately, the same problem occurred. On June 1, 2023, I attempted to return the shoes at Boyner Store in Cevahir Mall. The exterior of the shoes was intact, but the interior was in shambles. Yet, they refused to accept the return. I wonder, Adidas, will you not stand behind your product at all? What happened to your quality control and engineering? How can the exterior be durable while the interior tears apart, and then you call it user error? Last year, I paid 2,400 TL for these shoes, which was a considerable amount. Now, it would probably cost around 6,000 TL. It's truly disheartening. In today's marketing world, where CRM is emphasized, why such indifference? But it doesn't matter. I have a message for those considering Adidas sports shoes. Why choose your brand when one can buy a lower-quality shoe at one-third of the price? This will be an excellent case study for me as I pursue my Marketing Master's thesis at Marmara University. My thesis will focus on "The Impact of Customer Satisfaction on Repurchase Intention," and I'll be using this case study in my surveys and fieldwork. Everyone will learn about your lack of concern. I won't stop here; I'll also share this with my professors. Surely, there must be some connection between our marketing department's academicians and your brand from a marketing perspective. Everyone will hear about this lack of quality. I won't be using your brand ever again. I lost 2,400 TL, but I hope your losses will be even greater.
