Arçelik Didn’t Give Me the Freezer Promised With Fridge Purchase

On June 18, 2025, my family purchased three products—a refrigerator, washing machine, and dishwasher—from the Bozkurt Arçelik franchise store in Esenyurt, Istanbul. In the store, there was a promotional poster next to the refrigerator stating, “Get a 2030 MB model deep freezer for free when you buy the 283616 EI model refrigerator.” We made the purchase based on this campaign. The salesperson initially added the gift to the system, but another employee removed it, claiming, “If we include the gift, the product price will increase,” which made no sense to us—how can a free gift increase the price? This is misleading both to the consumer and regarding the campaign terms. They also made us download the Oliz app and applied a discount through it. We can’t tell whether the purpose was to stall the customer or falsely appear to provide the gift through another method. This raises serious concerns. Additionally, the refrigerator arrived with scratches on the door. We called technical support, but they said the product wouldn’t be taken back. B**** went to the store and reported the issue—they said it would be resolved in four days, but nine days passed with no replacement or solution. We suspect they may have sent us a display item. We called customer service multiple times, only to be told “We’ve forwarded it to the relevant team; they’ll get back to you,” but we’ve had no response. The promotion was valid from June 16–30, 2025, and we shopped within this period, yet we did not receive the promised gift and were left with a defective product. I genuinely wonder: does Arçelik truly care about customer satisfaction? Is it fair to treat a customer who fulfills all campaign requirements this way? Either customer service is not taking the issue seriously, or they are systematically covering it up. I demand that this complaint be taken seriously, the promotional gift be delivered to me, and the defective product be replaced.