Mavi Refund Delay for London Jean Order Damaged My Trust

The refund process for my online order placed on 22 April with Mavi’s online store, order number EOM3583881, for a London model jean, has still not been completed as of today, 12 May. This situation clearly reveals the gap between your brand’s corporate image and its actual operational capability. Due to a serious delay in cargo delivery, I was unable to pick up the product from the designated store. Despite this, for more than 20 days, the return and refund process of a single item has not been finalized. In the digital era, such a simple process taking this long is not an acceptable technical issue but rather a clear sign of operational inadequacy. During this period, I have called your customer service line 5–6 times and each time received different and contradictory information. The responses given seemed more focused on gaining time than on providing a solution, which has seriously damaged my trust in your brand. I believe that the true strength of a brand is measured not by the popularity of its advertising faces, but by the quality of its after‑sales service and its ability to fulfill its commitments to customers. In this process, Mavi has not only failed to complete the refund of ₺1,700 but also moved away from the image of a corporate structure through a lack of coordination between departments and inconsistent communications. This text is not only a complaint but also the declaration that a structure drifting away from professionalism has lost a loyal customer. The grievance I have experienced has irreversibly damaged my trust in your brand. Without prejudice to my legal rights, I request that this flawed process be brought to an end as soon as possible in a manner befitting corporate seriousness, and that the unjustly delayed refund of ₺1,700 be transferred to my account urgently. I would also like to emphasize that the fact that an established brand like Mavi appears unable to manage such a simple return operation is, above all, a major loss for your brand’s reputation. I expect the necessary action to be taken without further delay.