Mavi Jeans Delivered My Order With a Missing Item and Denied Responsibility

On December 17th, I was called by a customer representative who said there were camera recordings. They mentioned that I was called again as a courtesy regarding my previous complaint, that the footage was available, and that they were in contact with the courier in the background. However, it was the same representative who directed me to the courier in the first call. Despite previously stating that the footage existed, they had said that the product was placed in a cardboard bag. But this time, upon seeing the bag, they said it was blue. Despite stating that the footage was available, they refused to share it, saying, "I cannot give you these recordings; there must be a court order." I pointed out that since the package reached me unopened, they claimed that the pants were sent, and I said they did not arrive. In response, they stated that they did not say such a thing. I then asked for details about the warehouse process. I asked whether, in the footage, after the product was placed in the bag, the bag was sealed by heating it like a chip bag, or if it was sent to another unit without heating and sealed there. Do you have footage showing these two stages? However, I did not receive any answers to these questions. I also mentioned the following: I have more than 10 blue jeans, about 20 t-shirts, 3-4 jackets, 3 coats, many sweatshirts, shirts, socks, and boxers at home. My sibling, who will become a doctor, also frequently shops at Mavi and similarly has many products. I am a teacher who teaches software to gifted students and a lecturer at a university. I don't need a pair of pants. I was just a customer accustomed to Mavi, familiar with my size, and shopping easily. After this call, I applied to the Consumer Arbitration Board. Additionally, I want to state that when I am available, I will request a roadmap from the 175 Consumer Advisory Line and bring this matter to the prosecution. Due to being victimized in this process, my loss of time, and being held responsible even though the product disappeared before reaching me, I am ending my shopping with Mavi.

The application I made to the Consumer Arbitration Committee on 16.12.2024 was concluded in my favor on 13.02.2025. I sent the decision report via email to [email protected]. The relevant amount was refunded to the card I used during the purchase.