Mavi Jeans Refused to Cancel My Undelivered Pants Order and Delayed My Refund
On November 15, 2024, I placed an order for two pairs of pants from Mavi Jeans via their website. My order number is Eoj7241393. One of the pants was delivered to me. When the second pair didn’t arrive, I called Mavi Jeans’ customer service at 0850 2888 62 84 on November 20, 2024, at 2:47 PM. The representative informed me that the second pair couldn’t be supplied and had been canceled, and the refund would be processed to my card within three days. Based on this, I went to the Kadıköy store and bought myself a pair of pants. However, when I called the same customer service number on November 21, 2024, at 11:44 AM to ask about the refund, the representative told me that the second pair was not canceled but that the supply process had been delayed. They mentioned that their system updates in real time. I explained that I had already purchased a new pair because I was told the previous order was canceled and requested that the second pair’s preparation process be stopped. They stated that this was not possible due to their system’s limitations and that I should refuse the package when the courier company contacted me. To make matters worse, the first pair of pants delivered by Aras Kargo was left on my doorstep mat without my consent. I expressed my unwillingness to deal with this complicated process and highlighted that invoices had been issued for both pairs of pants, even though one had not been delivered. I requested the correction of this issue and emphasized that the second pair should be canceled before being shipped to avoid further delays. When I asked to speak with a manager, the representative claimed to be the highest authority available and refused to escalate my complaint. I insisted on filing a formal complaint, but the representative resisted resolving the issue, leading me to write this here. Mavi Jeans’ customer service system is not designed to help customers in difficult situations and is poorly structured, placing the burden of their mistakes on the customer. I demand that Mavi Jeans immediately resolve my grievance by canceling the order for the second pair of pants due to their mistake and refunding my money as soon as possible.
I have not received a response from Mavi Jeans regarding the issue.
Here is the translated text: "Mavi Jeans not only failed to get back to me, but they also stubbornly sent the pants I wanted to be canceled (since they said it was canceled, I bought new pants from the store) via Aras Kargo to be delivered to me on 23.11.2024. This is despite the fact that I stated I did not want to deal with the cancellation process through cargo. I had to call Aras Kargo twice to specify that I did not want the shipment. Not only did they not bother to get back to me, but they also forced me to deal with the cancellation. Customer service works very poorly and does not coordinate with other departments. Those who want to order from Mavi Jeans online should be aware that they might encounter such negative experiences."
