I Face Refund Refusal with Asics Gel Kayano 30 Despite Unused Return
On May 20, 2025, I purchased the Asics Gel Kayano 30 shoes (Order No: 468672) from Asics’ official online store on my doctor’s recommendation. Unfortunately, the shoes did not fit my feet properly, so I first requested an exchange and contacted the Zorlu branch. While the store staff tried to assist, it took over a month to source the replacement pair. Meanwhile, due to the corporate invoice, a cancellation request was opened, but after seven days the accounting team still could not confirm the process. I had to make repeated phone calls just to follow up on the situation. Eventually, I gave up on the exchange and decided to request a refund instead.
When I sent the shoes back for return, Asics customer service called me and claimed the shoes had been used, therefore the refund would not be accepted. This is simply not true—the shoes were never worn. I strongly suspect this explanation was made up because the model was out of stock and they wanted to avoid processing the refund. They even sent me a note saying there was “no damage on the product,” which makes no sense since my only request was to return an unused pair.
Although the Zorlu branch staff did their best to support me, the Asics online store and customer service left me completely frustrated. I paid ₺3,400 for this product, only to spend weeks struggling with bureaucracy and end up with my refund unfairly refused. I no longer expect Asics to provide a solution, but I want this complaint to reach the company and serve as a warning so that other customers do not face the same unfair treatment.
