Global Blue Refused to Correct Charges Caused by Incorrect Refund Guidance
On May 20, 2026, I purchased a Coach handbag, a Samsonite suitcase, and GANT clothing at Castel Romano Outlet in Italy. After completing my purchases, I was directed to the Tax Free refund office inside the outlet. The staff specifically told me that I did not need to present my purchased items there, and that it would be sufficient to have my documents stamped at the airport and place them in the designated collection box. Based on those instructions, I accepted the $60 early refund, and a hold was placed on my credit card.
However, when I arrived at the airport, the customs officer carefully examined my documents with a magnifying glass and stated that I also needed to present the purchased goods. I explained that the outlet Tax Free office had already inspected both my purchases and my documents and had told me that only the customs stamp was required. Because my items had already been checked into my luggage, I was unable to present them, and my Tax Free documents were not approved.
After returning to Türkiye, I reviewed the documents more carefully and discovered that they clearly stated penalties could be applied if the documents were not properly approved and submitted. This important information was never explained to me at the outlet Tax Free office. As a result, I began corresponding with Global Blue by email on June 12, 2026. Since my documents were not approved, I was informed that the previously issued $60 early refund had been converted into a penalty. I was then charged approximately €49 and €29 on my credit card, and Global Blue has also attempted to charge an additional €49.
I repeatedly sent my payment receipts and credit card statements by email, clearly showing that I had already paid the requested amounts. Despite this, I continue to be told that I still owe money and that additional payment is required. Furthermore, although Global Blue confirmed through its internal investigation—including the time of my visit and the employee involved—that I had been given incorrect and incomplete instructions at the outlet office, the only response I received was an apology. No meaningful effort has been made to resolve the financial harm caused by their mistake.
I do not accept the penalties imposed because my Tax Free documents were rejected as a direct result of the incorrect information provided by the outlet office. I also do not accept the additional charges already taken from my credit card or the continued attempts to collect even more money. I request that all penalties and additional charges resulting from this misinformation be canceled, that every amount already charged to my credit card be fully refunded, and that I no longer be held responsible for any alleged outstanding balance.
