Arzum Sent Me a Defective Travel Iron and Ignored My Return

Hello, my spouse and I purchased an Arzum brand travel iron. We had an international trip on July 4, so we ordered the iron directly from Arzum’s website. It arrived on June 30, but we were shocked when we opened the box—the holes on the soleplate were already calcified. We immediately tried to create a return code and send it back, but the courier company said the return code was invalid. My spouse called Arzum customer service right away, and a representative named N***** said their system wasn’t working and that they would call back. But no one ever did. We called again, explained we were leaving the country the next day and would be gone for 12 days, but still no one followed up. In the end, we had to buy a new iron from Teknosa. We also contacted Arzum via Twitter, WhatsApp, and through their website—nothing worked. After we returned from the trip, we called again and finally got a return code, but when I went to DHL, they again refused to accept the package, saying the code was invalid. I was furious. We called again, my spouse talked to them, and once more, no solution—just empty words and fake promises. They said they’d call back, but of course, they didn’t. I ended up going to their flat office in Eyüp, hoping to talk to someone in person. The security guard said no one would meet with me without an appointment. I explained that the product had been sent there, but the woman inside told me no one was around. I asked, “Then who was I just talking to?” but got no answer. I kept asking if there was anyone from Arzum I could speak to—a manager, a secretary, anyone—but they told me to call the call center again. I’m 48 years old, and I came there personally because I couldn’t get help through normal channels. I’m not even upset about the money—it’s the treatment I received. It’s been 117 days, and still no resolution. I’ve told everyone I know about what happened. Let the ₺1,500 go, I don’t care anymore, but this kind of behavior is unacceptable. I called the call center again, and even though I explained everything, the representative still tried to run a customer satisfaction survey with me—it was a total disaster. I will never consider shopping from Arzum again, especially if you ever need to make a return—good luck. I still haven’t received any response, and I’m planning to go back to their headquarters again this Thursday.