Miniso Suitcase Zipper Broke After Second Use—No Proper Replacement Offered
On October 14, I purchased a suitcase from Miniso. After only the second use, the zipper tore, so I returned it to the Miniso Watergarden store, requesting a replacement under warranty. I was told it would take about two weeks for inspection. After two weeks, I called the store and was told to come in for the replacement.
When I arrived, the staff member made me wait for over an hour while making phone calls, only to inform me that they didn’t have my suitcase in stock. Instead, they offered me a ₺1600 gift card. However, I noticed that even smaller suitcases currently cost more than my original suitcase. When I asked about future availability, I was told, “You can come back if it’s ever restocked, but we can’t guarantee anything.”
Left with no reasonable solution, I took back my defective suitcase to minimize my loss and plan to have it repaired elsewhere. This level of customer service, from a chain store not keeping stock for warranty claims, is unacceptable. Miniso, I demand a proper resolution to this issue, or I will continue to raise awareness about this experience across all platforms.
Hello Mr. Mustafa, In order to ensure your satisfaction, the issue has been reviewed by us and a resolution process has been initiated. In accordance with your request regarding your product, we kindly ask you to visit our Miniso Watergarden AVM store again. The store manager has been duly informed, and the resolution process has been expedited. Once your product reaches our headquarters, the necessary evaluation/repair will be carried out as soon as possible, and you will be informed accordingly. Best regards, Miniso Turkey Customer Service
Upon the company's response to my complaint, I returned the defective suitcase. However, after waiting for about a month, this time the headquarters neither repaired nor replaced it. A refund was offered again. During that time, I was left waiting without a suitcase. Offering a refund is not a solution due to the increase in suitcase prices and the depreciation of money over time, and it does not compensate for our loss. Unfortunately, we will not even consider the possibility of shopping again from this company, which is so amateur that it does not keep enough stock to replace a defective product.
Dear Customers, As Miniso, we always prioritize customer satisfaction and continue our efforts to provide all kinds of solutions, whether under warranty or in line with customer requests. Upon our customer's complaint, we have taken back the defective suitcase, evaluated the product under warranty, and taken necessary steps. However, as a result of the examinations, since the repair process would take a long time, a refund was offered to prevent further inconvenience to the customer. Nevertheless, the refund was not accepted by the customer. In this process, different solutions were proposed to ensure customer satisfaction, and considering the repair time of the product, a repair process that could not be completed within 20 business days was foreseen. In line with the customer's requests, a different process from store delivery was followed by sending the product again via cargo. As Miniso, we always respect the feedback of our customers and continue our improvement efforts in every aspect. We would like to express our determination to further develop our processes to prevent such situations. Our goal is to ensure that none of our customers are inconvenienced and to find a solution as quickly as possible. We attach great importance to the satisfaction of our customers and would like to emphasize that we are open to all kinds of suggestions and feedback. Sincerely, Miniso Customer Service Team
