Miniso Refuses Warranty Replacement for Broken Medium Suitcase
On August 23, 2025, I purchased a medium-sized suitcase from the Miniso M1 Adana branch. At the time of purchase, I was explicitly promised a 2-year unconditional warranty. After using the suitcase only a few times, the zipper edges and the handle broke to the point of coming completely undone.
When this issue occurred, I first went to the Adana Optimum branch. The store manager, who had previously assured me, "We will process any exchange," claimed this time that they did not have the same size in stock and could only exchange it for a different size, directing me back to the M1 Adana branch. Since I specifically wanted a medium suitcase from the start and was told one was held for me, I went to the M1 Adana location.
Upon arriving at the M1 Adana branch, the staff member told me that company policy had changed, refusing to assist or process an exchange. When I explained that the other branch had approved the exchange and just directed me there, the employee backtracked, saying, "In that case, let's send the item in for inspection," and took the suitcase from me. My luggage is currently held for inspection, leaving me without a suitcase and causing significant disruption.
I believe I am entitled to a replacement when a product sold with a "2-year unconditional warranty" suffers handle and zipper failures in under a year. Furthermore, I am deeply frustrated that two stores under the same brand gave conflicting information, with one agreeing to the exchange and the other stalling me under the guise of store policy.
Since I am going on vacation this weekend, I urgently request an immediate replacement with a brand-new, defect-free suitcase of the exact same size, along with a swift resolution to this matter. I demand that my issue be resolved promptly and that I receive clear updates regarding the process.
Hello Ms. Aysu, As a result of the investigation and evaluation conducted regarding your product, our headquarters has approved a return or exchange in accordance with your request, and you have been informed about this. In order for us to check the current status of the process, we kindly ask you to let us know through our store whether your return or exchange has been completed. If your transaction is completed and the process has concluded according to the solution offered to you, we kindly request your assistance in updating your Şikayetvar record to “Resolved”. If the transaction has not yet been completed, we will continue to monitor the process by conducting the necessary checks once you share the current status with us. Thank you for your interest and feedback. Best regards, Miniso Customer Communication Center
I received information that the change has been approved, but I haven't gone and processed it yet.
Dear Ms. Aysu, In line with your request, the necessary checks have been completed and approval for a return or exchange has been granted to you. In your latest feedback you indicated that you have received the exchange approval, but have not yet visited the store to complete the process. Since your request has been resolved on our side, we kindly ask you to update the rating and review in your complaint record to reflect the current status of the process. After you visit our store, the approved return or exchange will be carried out according to your preference. Thank you for your feedback and understanding. Sincerely, Miniso Customer Contact Center
