Since September 27, I have tried six times to purchase a coat from Massimo Dutti’s online store using my Ziraat Bank card. Each time, the payment appears to be completed, but the order is instantly canceled, and no charge is made to my card. I contacted Ziraat Bank, and they confirmed that there is no restriction on my card. They stated that the issue stems from Massimo Dutti or its payment provider, Moka, and that the payments are being canceled by the store itself.
The order numbers where I experienced this issue are: 30132468623, 30132467269, 30132438465, 30132435831, 30094096564.
Over the weekend, I tried to get support through the online chat service, but I only received automated messages and no real assistance. When I contacted customer service via WhatsApp today, I was only asked a few questions and told, “We’ll look into it,” with no further follow-up. Additionally, I noticed that in physical stores, there is no payment option available for Ziraat Bank cards.
Aside from this, I had previously been promised a callback regarding a defective product review, but I only received a response after calling three separate times. I must also point out that in both the İzmir Hilltown store and other Massimo Dutti locations, staff show little attention or concern toward customers.
I request that these ongoing issues be resolved — that I be able to complete online payments using my Ziraat Bank card, and that the brand adopt a more attentive and solution-oriented approach to customer service, both online and in stores.
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