Pull and Bear Rejected My Return for Cracked Slippers
On January 16, 2024, I ordered a pair of slippers for my mother from Pull & Bear’s website. As the weather warmed up, she wore them only a few times. During a normal walk, the heel of one slipper cracked. My mother is not overweight, and the product had not been used heavily. I reported the issue to customer service along with photos, but after an inspection, they claimed there was “no structural defect” and refused to acknowledge a fault. However, according to Turkish Consumer Law, if a product is damaged within the first six months after purchase, it is presumed to be a manufacturing defect, and the seller is responsible. The burden of proof in this period lies with the company, not the consumer. It is unacceptable to blame user error for damage that occurred so quickly with such limited use. Instead of supporting the customer, Pull & Bear completely avoided responsibility, which has seriously shaken my trust in the brand. I have submitted a complaint to the Consumer Arbitration Board and am now awaiting the legal process. However, after this experience, I have no intention of shopping at Pull & Bear again—the product quality is poor, and there is no real after-sales support. I do not believe they will stand by their customers in case of any future issues.
