Decathlon Marketplace Seller Stalls Customer Until Inflatable Pool Return Window Expires
I purchased a Bestway Fast Set large inflatable pool set (457x107 cm) from the seller Feyza Outdoor via Decathlon’s online store. About a week after it was delivered to my house, we brought it to our village house and set it up. On the very first day we inflated and filled the pool with water, the top ring lost air and the pool tilted—which we initially thought was due to the ground—causing it to drain water on its own. We had to inflate the pool multiple times within a single day; less than 12 hours later, the deflation issue persisted.
When I noticed the issue, I reached out within two or three days. In my initial claim, I was told there was a "technical issue," which I understood to mean a product defect. I stated that I wanted to return the product or exchange it for another pool due to both the constant deflation of the ring and the ground tilt/water drainage issue. However, throughout this process, Feyza Outdoor and Bestway continuously stalled me, and no concrete resolution was offered until my official return window expired.
Every single time, they asked me to inflate it again, fill it with water, level the ground, apply soapy water to the ring, and prove the exact location of the air leak. Because this pool is massive and filling/emptying tons of water repeatedly would cause severe water waste, I refused to refill the water; I only inflated it once more and performed the soap bubble test, but we could not pinpoint an exact leak point. Despite this, the deflation issue persisted, yet they refused to help with a return or exchange. I explained the situation multiple times by attaching screenshots of my correspondence with the seller, but no concrete solution was provided. I am also attaching photos and videos showing the ring deflation and water drainage issues to my complaint.
I bought this pool for my children, but I have been dealing with this process for over a month, and my official return window expired before I could even use the product properly. S*** from Decathlon Customer Service was very helpful regarding communication and Consumer Rights throughout the process, but the seller Feyza Outdoor and Bestway failed to resolve the issue and continuously dragged their feet.
Due to the technical defect in the product, I demand an exchange of the current pool for another model pool in a similar segment. I request that the seller and the manufacturer provide a quick resolution considering the customer hardship caused, without further stalling tactics.
