Defective product, refund promised but never received – legal action underway
I am extremely disappointed with my experience with MAJE. In May 2024, I purchased a product from their online store for €255. The material began to disintegrate shortly after purchase, making the item unusable. In June 2025, I contacted MAJE’s customer service about the issue. They confirmed it was a manufacturing defect, apologized, and explicitly asked me to return the product so they could process a full refund. I followed their instructions and returned the item as requested. However, despite their acknowledgement of the defect and repeated promises, I have still not received the refund. I have made multiple follow-ups, and even opened a dispute through PayPal, but shockingly PayPal closed the case in favor of the seller, leaving me with no solution through that channel. MAJE’s customer service continues to provide vague and unhelpful responses without offering any concrete resolution. Because of this unacceptable situation, I have now started formal procedures to claim my money through the European Consumer Centre (ECC Spain) and the EU Online Dispute Resolution platform (ODR). I am also preparing to take the case to court in Spain, where as a consumer I am entitled to claim both the unpaid refund and potential damages. This situation has caused me not only financial harm but also a complete loss of trust in the brand. I strongly advise potential customers to be very cautious when ordering from MAJE online, as they do not seem to honor their obligations—even when they themselves admit the product is defective. Unless the company resolves this matter immediately, I will proceed with all necessary legal actions.
