My Puma Sneakers Fell Apart in 20 Days But Warranty Claim Denied

On March 29, 2024, I purchased a pair of Puma sneakers from the Puma store at Trabzon Cevahir Shopping Center. Within 20 days, the inner part of the heel area tore. Due to being out of town, I couldn't return them immediately. On May 10, 2024, I finally submitted the shoes to the Puma dealer, explaining my complaint.

I emphasized that the shoes weren't worn daily or used for any sports activities that could cause deformation. They were worn with appropriate socks and a shoehorn, and by a university student. I also pointed out a half-millimeter wide discoloration along the front toe area of the left shoe. I requested an exchange.

On May 27, 2024, my request was denied, and the product was returned to me. In a subsequent conversation with Puma customer service, I was told that all deformations occurring within 20-30 days are typically eligible for replacement by Puma. However, they added that the store where I bought the product wasn't a corporate Puma store and therefore didn't have the authority to process exchanges.

I argued that I bought the product from a store with 'Puma' written in large letters on its entrance. There was no indication, either in the store or on the receipt, that it wasn't an official Puma store. As a customer, I couldn't be expected to know this without explicit information.

I believe the responsible party here is Puma's corporate headquarters. They allowed a non-corporate store to use their name and logo, so the responsibility lies with them.

Moreover, this is a Puma product. The quick deterioration and color inconsistency clearly indicate a manufacturing defect.

Request: I want Puma's corporate headquarters to take responsibility for this product. I'd like to be directed to an authorized corporate branch in Istanbul where I can return the shoes and have this inexplicable inconvenience resolved with an exchange, without needing to resort to legal action.