Merrell Agility Peak 5 Symmetrical Side Tears Dismissed as User Error
On July 16, 2025, I purchased a pair of Merrell Agility Peak 5 shoes from the Kasaba store for 5,799.99 TRY. After using the product regularly for a period, seam separations appeared on both the right and left shoes at exact, identical points on both sides.
Following this issue, I sent the product in for inspection through the Kasaba store. However, the quality control department responded stating that the issue was not caused by manufacturing or material defects, but was entirely due to user error. However, the fact that both shoes split open at identical, perfectly symmetrical locations clearly demonstrates that this is a chronic manufacturing or material vulnerability.
Paying a substantial amount with the expectation of high quality, only for the company to abandon responsibility and shift the blame onto the consumer, is both disappointing and damaging to brand trust. Following this unfair decision, I submitted an official application to the İzmir Provincial Consumer Arbitration Committee on April 14, 2026, under application tracking number 2026/0079.2599.
I demand the immediate resolution of my grievance through either a replacement with a new pair or a full refund of the purchase price. Otherwise, while awaiting the outcome of the legal process, I reserve the right to share the negative customer service approach of both the Kasaba store and the Merrell brand—along with all supporting documents and details—across my social media platforms.
