Atasun Optik Prada Sunglasses Exchange Issue

On August 11, 2024, I took my Prada sunglasses to the Novada store in Edremit for adjustment. A few minutes later, the staff returned the glasses to me, but I noticed that one of the arms had melted due to heat exposure. When I reported this issue, they denied responsibility, claiming it was not their fault and that it must have been like that initially.
We contacted customer service, and they opened a case. However, the next day, they informed us that there was no issue, without requesting any photos or reviewing any camera footage. They simply closed the case. This situation is not being resolved at all. If there is indeed a defect in the product, it means we were sold a counterfeit item. If not, then my sunglasses were damaged during the heating process.