Decathlon Refused to Refund My Easybreath Masks Despite Leaking and Airflow Issues
I bought two Easybreath 500 masks, sizes S/M and M/L, from Eskişehir Decathlon on 31.08.2024. During the purchase, we informed the cashier that we were buying the masks without trying them on because of hygiene concerns, as they are used for protection against diseases like tuberculosis, colds, flu, diphtheria, and whooping cough. We asked what would happen if the masks didn’t work properly, if there was a problem with air circulation or if they leaked water, and mentioned that we would use them the following week. The cashier assured my wife and me that we could try them in the sea and, if there were any issues, Decathlon would accept a return within 30 days, no questions asked.
Today, I went back to Decathlon to explain that the S/M model was leaking water due to improper fit and that the M/L model wasn’t allowing enough air, and I wanted to return them after just 1 minute of use. The cashier, Ms. İ***, and Ms. B*** said that because they had been used in the sea, there would be no refund, insisting that we should have tried them without water. I couldn’t make them understand that testing for water leakage without water was absurd. Security was called, and they stood in front of me with threatening looks. The original cashier was called in, and she denied ever saying such a thing, making us look like liars. I will never shop at Decathlon again, and I will share Decathlon’s attitude on every platform. We were made out to be liars for ₺1,500. Thank you, Decathlon.
Hello, You have been informed via email. Thank you for your understanding, We wish you healthy and sport-filled days!
Here is the text translated from Turkish to English: Below is the text of the private email response sent to me that everyone should see. ''Your feedback regarding the issue has been forwarded to our relevant departments, the product information has also been shared with the cash register operations, and it has been conveyed that you can get support from the sports leader in the field if necessary to try the product before using it. At this stage, no further direction can be provided.'' The way I understand this response is, why didn't you go to our sports official, the fault is yours. I think you mean that if you had tried the respiratory mask, which everyone uses and is not disinfected, and if our sports official had said to try it and bring it back if there were any issues, you still wouldn't take it back because you have many employees who can make me look like a liar. I saw on social media that other people have the same complaint, they asked how to test a product that leaks water without entering the water, and your answer was the same, items that enter the water cannot be returned.
