I purchased a faux-fur, leather-look coat from Mango’s online store for $86. Since the size was too large, I didn’t want to return it—I only wanted to exchange it for the correct size. For this reason, on December 2, 2025 at 17:35, I went to the Mango store at Zorlu Mall.
I told the cashier that I wanted to exchange the size of the product I bought online. However, I was informed that items purchased online cannot be exchanged in-store; instead, they could process the item as a return and re-sell it to me, but in that case it would be sold at the current price of $144 instead of the $86 I originally paid. I specifically went to the store to avoid returning the item online and paying the higher price.
I shop from many different brands, and this is the first time I’ve experienced such a policy. It feels both unreasonable and harmful to customers. Because of this situation, I left the store without completing the exchange.
I request that this coat—purchased at a discounted price—be exchanged in-store for the correct size at the original price of $86, and that your store and online processes be adjusted in a way that prioritizes customer benefit.
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