Courier Refused Proper Delivery and Gave False Address Notification

On 04/09/2025, we received an SMS from Aras Kargo Gaziantep Adem Branch regarding our shipment with tracking number 5674*******89, stating that “Your cargo is out for delivery to your address today.” However, as confirmed by both our staff at Pema Mağazacılık and our security cameras, the courier attempted to deliver the package through the customer entrance instead of the designated goods acceptance gate. Despite being informed about the correct delivery procedure, the courier responded disrespectfully in a loud tone with phrases such as “go change your address” and “come pick it up from the branch,” and then left without delivering the package. Shortly afterward, we received another message claiming, “Sorry, we couldn’t find you at your address. To serve you better, we will leave your shipment at the nearest pickup point and inform you. You must collect it from our branch.” This message was misleading and demonstrates that the delivery was deliberately not completed. The incident damaged our brand image in front of customers and negatively impacted our business operations, as the package contained a product sold to one of our corporate clients, which we are now unable to deliver. Despite contacting Aras Kargo customer service, we have received no response. We demand that disciplinary action be taken against the courier, branch staff be retrained on delivery procedures, a system note be added to ensure deliveries to our store are made only through the goods acceptance gate, and that we be issued a formal written apology for this grievance. Most importantly, we request the urgent delivery of our shipment. Our camera footage is preserved and can be shared if needed. Under Articles 850 and following of the Turkish Commercial Code, the carrier is obliged to complete delivery in accordance with the agreed address and procedure. Furthermore, according to the Regulation on Logistics and Cargo Service Standards, courier companies must comply with declared delivery gates of businesses during deliveries, and failure to do so constitutes a service defect. We request that this issue be resolved immediately and that necessary measures be taken to prevent similar problems in the future.