Mavi Jeans Failed to Deliver My Pants Order - Refused to Refund Me for 15 Days

On May 11, 2025, I purchased two pairs of pants from the Mavi store in Izmir Hilltown. One of them was in stock and I received it immediately, but the size I needed for the second pair was unavailable, so I placed an order, paid for it, and asked to pick it up in-store. About a week ago, my spouse visited the store to check on the item and was told it wouldn’t arrive until I received an SMS. Two days later, I went myself, and the staff said the product should have already arrived. When they checked the system, the item didn’t show up in current or incoming stock. I was told to contact customer service, but they couldn’t find the order using my phone number. I emailed the payment receipt and was later asked for my number, which I also provided. The next day, Mavi’s customer service called and admitted there was a mix-up in the order. They told me to go to the store with the receipt to get a refund. However, when I returned, the staff said, “There’s no product barcode, no product, so we can’t issue a refund. Please call customer service.” I called again, and after a 10-minute review, a more senior agent finally opened a support case and said I’d hear back in 2–3 business days. It’s been 15 days, and I have neither the product nor my refund. Both the store and customer service keep passing the responsibility back and forth. I’ve visited the store multiple times and had to repeat the entire story with every call. It’s unacceptable that such a major brand cannot handle a simple order and keeps stalling the customer. Either deliver my item or refund my payment immediately.