islam Z.
Unable to Cancel or Return Order – Disappointing Experience
First of all, I mistakenly selected the wrong items and placed an order. I immediately tried to cancel it, but I was never able to do so. Later, when I received the order, the pants were not of good quality, and the overall fit was disappointing. I tried to return the items, but so far I have not found any return option on your website. I emailed your support team and am still waiting for a response. In Germany, customers are legally allowed to return products within 14 days without any hurdles. I do not understand what is happening, but I am considering visiting a police station to discuss this shopping issue, as I cannot find any return option or return details on your website. If this situation is truly as I have experienced, then your website or service should not be allowed to operate legally in Germany. As a customer, I would consider this a scam if I am not able to return my items.
Response from MrbuerlyJan 26, 2026
Hello, We are truly sorry to hear about your experience and sincerely apologize for the inconvenience and frustration this situation has caused you. This is certainly not the level of service we aim to provide. We understand your concerns regarding order cancellation, product quality, and the return process, especially in light of consumer protection regulations in Germany and the EU. We take these matters very seriously and fully respect customers’ legal rights. Our intention is never to make the return process difficult. We sincerely apologize if our communication or system did not provide you with clear return instructions in a timely manner. This is something we are actively working to improve. To help resolve this matter as quickly as possible, we kindly ask you to contact our support team again with your order number and registered email address, or reply directly here, so we can urgently review your case and arrange an appropriate solution, including return or refund options. Please be assured that we are a legitimate business and do not engage in any misleading practices. We truly regret that your experience has led to this impression, and we appreciate the opportunity to address your concerns properly. Thank you for bringing this to our attention. Your feedback is important to us and helps us improve our service. — MrBuerly Customer Support Team