Mango Store Mishandled My Complaint and Treated Me Disrespectfully

On July 17, 2025, I purchased a pair of pants (8700288 TM, size 38) from your Mango store at Izmir Forum Bornova, under receipt number 711130698. When I tried the product at home, I noticed that one of the pant legs was crooked, and since I believed this to be a manufacturing defect, I returned the item to the Forum store on October 11, 2025, for inspection. I was told that the inspection process would take 15 business days.

However, even after 15 business days passed, no one contacted me. When I went back to the store, I was told that the item still had not arrived. Nearly a month and a half went by, yet I still received no update. When I called the store again, they once more said the item had not returned. A few days later, I called again and was told “it will arrive tomorrow,” but after more days passed, the total inspection process exceeded two months.

When I went to the Forum Bornova store today at 20:35, the cashier immediately told me—without even asking what I needed—“go to the store and pick a product.” I explained that I did not want an exchange for another item; I wanted the same pair of pants, but without defects. They said it was out of stock and told me to “pick another product.” I said I didn’t want to buy anything now and could return another time. When I asked for a store credit, they said such an option did not exist.

After browsing for a bit, I needed to leave due to limited time. As I was heading out, the cashier used a very rude tone and told me, “If you don’t come within 5 days, your product will be destroyed and we can’t do anything.” I was extremely disturbed by the fact that the product—clearly defective—took more than two months to be inspected despite being told 15 business days, that I was pressured to buy another product, and that I was threatened with the remark “it will be destroyed in 5 days.”

For the pants I paid $19 for—and which are clearly defective—I do not want to be penalized for a delay I did not cause. Due to this negative experience and the unacceptable attitude of your employee, I request:

A clear and formal apology for what I experienced, and

A one-to-one replacement of the defective product with a flawless version of the same item.