ASICS Rejected My Shoe Repair Request by Just Looking at Photos
I submitted my ASICS brand shoes, which I had only worn about 10 or 12 times, to the store at Ankara Kentpark Mall on February 20, 2025, due to a tear on the side, under the record number INT13217. On February 27, 2025, I was informed via message that my claim was rejected because the shoes were allegedly not used according to the care instructions. I called customer service and was told they would send the shoes for a second inspection, prioritizing customer satisfaction. Yesterday (April 1, 2025), I received a message saying the product was being processed for review, but today (April 2, 2025), it was rejected again for the same reason—improper use. When I asked how a product sent yesterday could be inspected and rejected by today, the store staff said, "The inspection is done through photos; otherwise, it takes too long." I called customer service again and asked twice, "Do you have people who decide it's user error just by looking at a photo?" They very comfortably said yes. Today, I canceled my last order and ended communication with the store. Their after-sales support is absolutely nonexistent.
I wrote to you because they couldn't offer me a solution. There is a problem with the shoe and no one from the company is interested. It's ridiculous how they can determine from a photo that the usage instructions were not followed, blocking the process with a response written by someone uninformed has shaken my trust in your brand.
