Crocs Denies Warranty Claim for Broken Clog Strap Connection, Citing Generic User Error

I purchased my Crocs Classic Lined Clogs (model 211258-1nm) on November 28, 2025, from the Mall of Istanbul Crocs store, along with another pair of clogs and several charms. Because I bought them in the winter, I did not wear them right away; I started using them during the summer for about two months of light, normal wear. Despite this, the connecting piece on the right strap broke suddenly during ordinary use. As shown in the photos provided, the break occurred specifically at the strap hinge rather than the main body, and the overall condition proves the shoes were not subjected to heavy or improper use.

I sent the product for inspection, but my claim was rejected with a statement asserting "no material or manufacturing defect was found," and I was verbally told it was deemed "user error." Neither the re-evaluation notice dated August 12, 2026, nor my conversations with customer support provided any technical basis or concrete evidence explaining how the break was caused by user error. Despite asking repeatedly, I received no technical inspection report, photo analysis, or detailed rationale beyond a generic "user error" label. If this damage is truly being attributed to user error, I demand a clear, concrete, and understandable technical explanation.

I refuse to accept that a product from a brand known for durability broke so quickly under light wear, only to have my claim rejected without any technical justification. I demand that the broken strap connection piece be thoroughly re-inspected—taking into account the photos provided—that the technical findings be provided to me in writing, and that the decision be re-evaluated to grant either a product replacement or a full refund.