Mavi Cancels Online Order Without Consent After Shipping Failure
On January 4, 2026, I placed an order for a pair of jeans on Mavi’s official website using my credit card, and I received an SMS confirming that my order (order number eol8107342) had been received. My order was later handed over to the shipping company; however, the courier first sent a message saying delivery would be attempted again and then unilaterally canceled the shipment without contacting me at all.
After learning about this, I contacted Mavi customer service. I was told that the shipping company has the authority to cancel orders in this manner, that the product would not be reshipped, and that I would receive a refund 10 days after the item is returned to Mavi. I did not request to cancel my order, and I do not accept an order being canceled without delivery and without my consent. This was a product issued with a corporate invoice, and there is no return invoice—because I never initiated any return or cancellation process.
The delivery address was İMES Industrial Zone in Ümraniye, central Istanbul, which is a complete and valid address. There was no issue such as an incorrect or incomplete address. As a customer who has already purchased and paid for the product, I request that instead of delaying the matter with a refund, the jeans I ordered be shipped again and delivered to my address in full and without issue.
Mavi Jeans called on January 12 at 16:38. I explained the problem again to a new customer representative. They said they would help resend the shipment to me. Then today, January 14, I was called again by Mavi Jeans. This time another customer representative responded as if nothing was discussed on Monday, again spouting the same nonsense and insisting on a return invoice! Are you trying to test our patience? Please send my delayed product to me as soon as possible.
