Miniso Ships Wrong BT21 Pencil Case on Trendyol After Confirming Character Request
I purchased a BT21-licensed 21 cm large zippered pencil case from Miniso's Trendyol store. Even though there are a total of 7 different character options for this product, I explicitly stated twice before placing my order that I specifically wanted the Chimmy character. I received a positive response confirming that my request was forwarded to the warehouse and that Chimmy would be shipped.
When the item arrived on August 11, I saw that the Mang character was sent instead of the Chimmy I had requested. When I messaged the store regarding this, they claimed they did not have Chimmy in stock. I then clearly asked which characters they actually had in stock at their warehouse, but despite asking twice, I was only told to "contact Trendyol." They provided no clear information about their inventory. While trying to find out which characters were available and which were sold out, being constantly deflected to Trendyol made me feel ignored and did nothing to resolve my grievance.
My order number is 11491711033. I refuse to accept receiving a different character and then being denied transparent stock information, especially after I explicitly requested the Chimmy character from the start and received confirmation. If the Chimmy character I requested is in stock, I demand that it be sent to me; if it is out of stock, I want a clear and transparent list of which characters are available, along with a satisfactory explanation regarding this entire process. If Chimmy can never be shipped or if I have no option to choose another character, I do not want to be pushed into a return process without first receiving a clear and direct explanation.
Dear Ms. Deniz, We see that you specifically requested the Chimmy character before placing your order and, despite being given positive information, a different character was sent to you. We are aware that this situation has negatively affected your satisfaction and we value your feedback. We have performed the necessary checks on your order number 11491711033 and have confirmed that the Chimmy character you requested is currently in stock. In order to remedy the inconvenience you experienced, we would like to send you the pen with the Chimmy character free of charge. However, as our stock can change instantly, we kindly ask you to contact us as soon as possible so that the product can be set aside for you before it runs out and the shipping process can be started quickly. Once you get back to us, we will promptly complete the necessary procedures, initiate the shipping process, and share the tracking information with you. We apologize again for the situation and would like to note that we are awaiting your response so that we can complete the resolution process as soon as possible. Sincerely, Miniso Customer Service
Hello Ms. Deniz, In order for your exchange to be processed, the current product must first be sent to us. After the product reaches us, the necessary checks will be performed, and the exchange for the Chimmy character you requested will be carried out. Furthermore, the stock status of our products can change instantly and the relevant character may run out quickly. Therefore, we kindly ask you to send the product to us as soon as possible so that the Chimmy character can be obtained from the current stock. Your request will be promptly concluded based on the stock status at the time the product reaches us. We thank you for your understanding and wish for the process to be resolved as quickly as possible. Sincerely, Miniso Customer Service
I decided not to return the product because I thought it would be unethical after using it, and instead placed a new order. I was told to send my order number and the character I want via WhatsApp. Accordingly, I clearly stated that I want my order #109552 to be the Chimmy character. However, I received another pencil case with the Mang character. I really don’t understand how, despite my explicit request and your requirement to include the character information along with the order number, the wrong product was sent again. I request that this situation be resolved promptly and that a Chimmy character pencil case be sent to me.
Dear Ms. Deniz, In order to address the inconvenience you experienced, we have provided a free product shipment and offered the necessary support as per your request. Since your issue has been resolved, we kindly ask you to reassess your complaint on Şikayetvar. The review you share is very valuable to us for improving our service quality. We would like to express again that we are sorry for the inconvenience, and thank you for your understanding. Sincerely, Miniso Turkey Customer Service
