Mavi Jeans Took My Money but Failed to Deliver My Order

I placed an order on May 10, 2025, from Mavi’s official website using their “2-hour delivery” option, available in the İzmir region, for order number EOK6630503. The delivery was to be handled by the courier company “Kolay Gelsin.” Despite the 2-hour promise, nothing was delivered that day. This campaign was supposedly launched for Mother’s Day. When I contacted customer service via WhatsApp, I was told due to high demand, delivery could take 1–3 days. Once that timeframe was also exceeded, I asked if I could change the delivery address, but I received no positive response—neither via phone nor chat. Instead, I was told the order might take 5–7 business days to ship. I never expected such poor service from a brand like Mavi. I’ve been a loyal customer for years, and I never thought they would fall to this level. I had chosen home delivery since they promised it would arrive within 2 hours, but now they say it will be delivered when I’m not even home. Address changes are not allowed even though the items are still marked as “in preparation” and haven’t even been shipped. Apparently, the products aren’t in the warehouse and are being sourced elsewhere. That’s what customer service told me. I’ve attached screenshots as proof. I demand an urgent response. Are you trying to pull this off as a trick—promising fast delivery under a campaign, delaying it with the “high demand” excuse, and meanwhile using our money? Because the payment was deducted from my account immediately, and refunds can take up to three or four weeks. To me, this is an abuse of customer trust. My trust in Mavi is now completely gone.