Why Does Massimo Dutti Deny The Amount Collected?!

On May 16, 2026, I placed an order for two shirts from Massimo Dutti’s website with order number 30149425721. I paid a total of ₺6,900 using my Halkbank debit card, not a credit card. After the purchase, I saw many negative reviews and complaints about the company, and I also noticed that my products were still shown as “in warehouse” for days. Because of these concerns, I decided to cancel the order before it was shipped and submitted a cancellation request on May 19, 2026 through the system. This cancellation request was approved in the system. Today, I called Massimo Dutti customer service to ask about the refund process and whether an automatic refund should have been made after cancellation or whether a separate refund process needed to be started. I was told, “No amount has been collected by us.” After this response, I contacted Halkbank, and the bank clearly stated that the relevant amount had been withdrawn from my account and that there was no visible refund process. I find it very concerning that a company can both collect a payment and then state that they “have not collected this amount.” In addition, this is not a return but an order cancellation made before shipment, so the refund process should not be this difficult or lengthy and should have been initiated automatically. I demand that Massimo Dutti immediately start the refund process for the ₺6,900 withdrawn from my Halkbank debit card, deposit the money back into my account as soon as possible, and provide me with a clear and unambiguous written explanation regarding their claim that “we have not collected the amount.”