Massimo Dutti Denied My Exchange Request for Damaged T-Shirt After First Wash
On June 26, I purchased two t-shirts from the Massimo Dutti Akbatı store in Istanbul. Since the size I wanted for one of the t-shirts was not available in-store, I ordered it and later picked it up from the same branch. The other t-shirt, which I wore twice, had no issues. However, after washing the ordered t-shirt for the first time (on the delicate hand-wash mode in the washing machine), I noticed that the fabric had come undone in three different areas.
I took the item back to the store to request an exchange and explained the situation in detail. I told the staff that I washed all my t-shirts the same way but experienced this problem only with this one. However, they refused my request, claiming that the damage occurred because it was machine-washed and therefore could not be exchanged. I asked for a written statement explaining why the exchange was denied, but they said they couldn’t provide one and advised me to contact customer service instead. I also wasn’t given any document related to the purchase, order code, or the exchange rejection.
I have since tried to reach customer service but have not received any response. I have never encountered such an issue with any other quality brand before. I am requesting an exchange for my defective product.
