Puma Shoes Fell Apart In Four Months - Deichmann Rejected Defect

Despite only using the Puma shoes I bought from the Deichmann store for about 4 months in total, they suffered serious tearing and deformation. A shoe that should be sturdy and durable became practically unusable in three to four months. The fabric parts on the front outer surface completely tore, the sole started to fall apart in the first month, and the heel completely broke, causing pain and making the shoes impossible to wear. Because of these obvious quality problems, I sent the product for inspection twice, but both times I received a negative response with the justification of “user error”. In addition, contrary to what I was initially told in the store, which was that I would receive a result “within a week”, the response took longer each time. Neither the store employees nor customer service provided any real assistance at any stage of this process, despite the clear manufacturing and durability issues. During my visits and calls, I learned that the products are not actually sent for any proper technical inspection. I was told and observed that the so‑called “inspection” is carried out by the store manager and employees, who have no technical expertise or training for this. The products were left waiting unnecessarily under the stairs, and customers were misled by being told that the shoes were “sent for inspection”. I also contacted Deichmann customer service several times. I was told that my complaint would be forwarded to the store and that I would receive a response within two to three days. When I called again after this period, I was told that I would receive a response within a week. In total, I had to call customer service five times, but in the end I was contacted only to be informed once again that my complaint was rejected and no solution was offered. Throughout this entire process, I was saddened to see that Deichmann neither took responsibility for its product nor for its customer, and did not stand behind its own brand. Considering the short usage period, the severe damage to the shoes, the inadequate and misleading inspection process, and the lack of support from both the store and customer service, I demand either an exchange for my Puma shoes or a refund of the amount I paid. I also request that the inspection process be conducted in a truly technical and independent manner, that customers not be given false information in the store, and that my grievance be resolved as soon as possible.