Puma Jennie Product Defect Rejected As User Error By Store
I purchased a Puma Jennie product on 03.11.2025 from the Step By Step store located in 41 Burda Shopping Mall. After the purchase, a defect occurred with the product. Despite using it normally and expecting a quality product from Puma, this flaw appeared in a short time and caused disappointment. I contacted the store regarding the defect, but they stated that it was a user error and did not accept any responsibility. I do not agree with this assessment, as I believe the problem is due to the product itself, not my usage. I kindly request that my product be examined again and that a refund be issued or the product be exchanged with a new one without any defects.
Progress
I bought my Puma shoes from the Step by Step store in Kocaeli. Although I use the product regularly, a noticeable deformation occurred within only five months. Such wear and tear in such a short period has seriously reduced my confidence in both the Puma brand and the Step by Step store in Kocaeli.
I sent the shoes to the store for inspection, but after the examination they said the problem was a “user error,” rejected my request, and did not replace the product. I have not used the shoes in any way that would cause wear beyond normal daily use, yet both the store and the brand shifted responsibility onto me, essentially accusing me. I want to emphasize that this approach makes me feel victimized and that I will definitely no longer consider shopping at the Step by Step store in Kocaeli.
I am requesting a free replacement for this Puma shoe that I consider defective. I ask that my grievance be resolved and that the solution I am entitled to under warranty be provided promptly.
In the end, the Step by Step store doesn't sell its own products; it already sells products from well-known brands. What a ridiculous reply. We've already contacted their customer service twice. They said it was user error. What could they have done in five months, my dear? Puma should stand behind its product; if they know how to sell it for that price, they should also know how to cover our losses.
