Luxury Brand Hermès Refused to Replace Damaged Sandals After One Use

On May 27, 2025, around 6:00 p.m., I purchased a pair of Hermès sandals for ₺30,800 from the Hermès Nişantaşı boutique. During my vacation on June 5, 2025, after wearing them for just two hours, I noticed wrinkling on the leather of one sandal, as shown in the attached photos. I immediately reported this issue to the Hermès sales associate, who asked me to send photos of the entire pair. I did so, and they said they would forward the matter to Paris.

After waiting for several days, on June 25, 2025, I received a disappointing response stating that the issue was due to user error, and that I should have stored the sandals with something stuffed inside to maintain their shape. They also said they could send them to Paris for inspection if I insisted. This explanation might be acceptable for a pair of well-worn sandals, but I had just bought these. Moreover, return or exchange is my legal right.

Since the problem occurred, I have not worn the sandals and have kept them at home. Even ordinary stores offer exchanges or refunds, so it’s shocking that a luxury brand like Hermès would respond with such indifference. A brand charging this much should deliver durable quality and responsible customer service, not dismissive excuses. I have documentation proving my travel and purchase dates, and I believe I’m being deliberately stalled.

It’s also possible that the defective sandal I received was a display pair that had been tried on by other customers. Yet, Hermès refuses to take responsibility, simply replying that “it’s out of our hands.” Such an attitude is unacceptable for a brand of this caliber. I’m keeping all my legal rights reserved and believe it’s important for others to be aware of this unfair and dismissive behavior from both the store and the brand.