Mavi Jacket Unravels After One Day and Brand Refuses Refund
On December 7, 2025, at 6:46 PM, I purchased a zip-up jacket/cardigan from the Mavi store at Kahramanmaraş Piazza Mall. I used the product the next day, December 8, 2025, for no more than 6–7 hours, and on the same day I noticed unraveling on the left shoulder. That same evening, on December 8, 2025, at 9:00 PM, I returned to the store and handed the product over to be sent for inspection.
At the store, I was informed that if the inspection result was positive, I would receive either a replacement or a refund, but if the result was negative, no action would be taken. However, despite sending the product for inspection twice, both of my requests were rejected. During this process, I had to go to the store at least four times just for this product, and I also had at least three phone calls with customer service. In addition, each time I visited the store—whether to pick up the inspected product or to send it back again—I also made new purchases from the store. I want to clearly state that if I had any bad intentions toward the brand, I would not have continued shopping there; my complaint is simply an honest account of my experience as a good-faith customer.
When I tried to explain that the problem was not caused by me and that the unraveling was not due to misuse, and asked to speak with the quality control team, the customer service representative told me that such an option does not exist. When I at least requested that my detailed explanation be passed on to the quality control team, I was again told that there is no such process. I believe that throughout this experience, customer service and the quality control team did not demonstrate a customer-oriented, solution-focused, or open-to-dialogue approach.
I also currently have another ongoing complaint regarding a different sweater I purchased from Mavi, which has seriously damaged my trust in the brand. My invoice number is 6872025000090667. I paid for this product and was only able to use it for 6–7 hours. Despite repeated store visits and multiple calls to customer service, I am still left with a product I cannot use. For all these reasons, I request a full refund of the amount I paid for this product, which I believe is defective.
