Miniso Refuses Refund for Defective Barbie Water Bottle With Repeatedly Broken Lid
I purchased a Barbie-branded water bottle from the Miniso store in Bursa Kent Meydanı. The day after buying it, the lid broke, and I reported the situation to the store on June 17. The fact that the lid broke so quickly and right at the exact same spot raised serious doubts for me regarding the product's design and quality.
When I spoke with the store, they told me they would inspect the bottle if I submitted it. However, because I experienced this issue right away with a bottle whose lid repeatedly breaks in the exact same spot, I demand that the product be deemed defective and that I receive either a full refund or a gift voucher to use at Miniso stores. I specifically want to state that I do not want a replacement of the same item.
I am also attaching a photo showing the broken lid. I request that this grievance be resolved as soon as possible. The first time the product went in for service, they exchanged it for a new one, but I explicitly warned them that the lid design on this model is flawed, as my daughter only uses it on a soft court during tennis practice. When the replacement bottle arrived, we took it to tennis again, and the exact same issue happened. This time, they held onto the product for over a month and then sent it back still broken. I paid $42 for this item and couldn't use it at all. They gave me neither a gift voucher nor any other option, leaving me with a broken product and $42 thrown straight into the trash. Even though I have my receipt, they refuse to even replace the lid, leaving me with a useless item. I deeply regret this purchase. I bought a steel bottle thinking it would be durable, but we only used it two or three times at most.
Hello Ms. Nazlı, Although the inspection after the first occurrence of a broken cap on your product did not detect any defect caused by manufacturing, material, or assembly, a one‑time product replacement was provided as a gesture of customer satisfaction, without implying any acceptance of a defect. When the replaced product suffered another physical break in the same area, the matter was re‑evaluated; the investigation concluded that the damage was not manufacturing‑related but resulted from physical stress, impact, or external factors during use. Our checks on the relevant product line did not reveal any systematic or widespread manufacturing defect. Accordingly, the initial replacement was carried out solely as a customer‑satisfaction initiative, and we cannot grant a further replacement, refund, or gift‑voucher for the second physical damage caused by usage. All necessary investigations and assessments have been completed, and we have no alternative action to offer you. Therefore, your notification has been concluded based on our current evaluation. Since the process has been completed on our side, we kindly ask for your assistance in changing the status of your complaint record to “Resolved.” Sincerely, Miniso Customer Service
Hello, Your report submitted to us and the details you shared throughout the process have been re-evaluated. Following the lid breakage experienced with the first product, although the investigation found no defect caused by manufacturing, material, or assembly, a one-time product replacement was provided to you as a gesture of customer satisfaction, without implying any acceptance of liability. When the replaced product also suffered a physical break in a similar area, the matter was examined again; based on the current findings, no manufacturing-related or systematic product defect was identified. Therefore, this situation does not qualify for a free replacement, refund, or gift voucher under our existing evaluation criteria. The necessary investigations and assessments regarding the issue have been completed, and the information previously communicated to you remains valid. Since there is no alternative action we can take under the current circumstances, your report has been concluded accordingly. Thank you for your feedback and understanding. Sincerely, Miniso Customer Service
