I Found a Fabric Tear on My DeFacto White Shirt After 2 Months of Use

Nazlı · 2025-07-22T11:15:16+03:00

I purchased two white shirts from DeFacto in April 2025. Both items were worn and washed under identical conditions. However, one of the shirts developed visible fabric damage under the right arm, extending down toward the sleeve, which eventually turned into a tear. When I went to the store to report the issue, I was told that they do not offer product inspection services and that this was considered a user-related issue. No help was offered. Following that, I contacted DeFacto customer service and explained the situation in detail. They requested photos of the damage, which I sent. Just a few hours later, I was redirected back to the store. At the store, an unqualified staff member — with no background in textiles — “inspected” the shirt and repeated the same scripted excuse that the damage was caused by me. When I reached out to customer service again, I was kept on hold for a long time and then told that they had spoken with the store, only to echo the same explanation given by the untrained store employee. DeFacto, if your products are not durable beyond 2–3 months, I strongly suggest that you state this on your labels so customers know what to expect. I demand that this defective product be properly evaluated and replaced or refunded. A tear like this should not happen with normal use in such a short time. It's unacceptable to be brushed off with no real inspection or accountability.

Nazlı

After the complaint was posted here, a customer representative focused on solutions contacted me. They stated that they would get back to me to assist with a return or exchange from a different store and said, 'Tell the store manager that you have had similar issues and applications before.' However, I would like to point out that I shopped at the store for the first time, twice. The first time, the price on the tag and the price at the register for two shirts were different, and as a gesture of customer satisfaction, the sale was made at the tag price. The second time, I bought two sweatpants and one pair of trousers (the sweatpants were on the cashier floor, and when I asked about size and model options, I was told these were the only products available). While continuing to browse the store, I noticed on the floor two levels below that there was a whole section of different model black sweatpants. When I chose a suitable model and went to the register, I saw that the tag price and the register price were again different. When the store manager asked for proof of the price, I went down two floors, brought the tagged product to the register, and again the sale was made at the tag price. It is not ethical at all to blame the customer for their own shortcomings. A few hours later, when a different person called from the same number, they said, 'We wanted to help you, but when we spoke with the store, we could not convince the store manager, so we are closing the case.' I had requested that the conversations with customer service be listened to, and I hope that an expert listens to and comments on these calls. You cannot expect someone with no expertise in textiles or fabrics to inspect the product and accept that person's statements. Also, your female store manager held the conversation with her male superior next to her, and instead of examining the product, she used expressions like 'the customer says so.' It is also my opinion that support should be provided regarding how to express the issue after the inspection.

Nazlı

There was never a solution-oriented approach or coordination between the store and customer service. As a result, store employees labeled the customer as a problematic customer based on non-existent other applications, etc., and although customer service tried to approach the issue with the aim of finding a solution, they stated that they could not convince the store manager for a return or exchange. This shows that both the brand and the store employees have a sales-oriented vision.