Cracked Tom Ford Frame and Scratched Lens During Service

At the beginning of August I went to the Atasun Optik Buyaka Shopping Mall branch to have the lenses of my Tom Ford glasses replaced and paid ₺2,000 by credit card for the service. While fitting the lenses, the staff forced the lens in, cracked the frame, and scratched the replacement lens. Additionally, the lenses were not seated properly and there is play on both sides. I called the branch and customer service repeatedly about the problem but consistently received only “we will get back to you.” When I last called the Buyaka branch, I was told in a rude manner that such breakages can occur during lens replacement and that the responsibility was mine. About a month later I was contacted again but the issue remains unresolved. I originally bought these glasses from Atasun Optik for ₺12,000, and the work performed has rendered them unusable. I visited the store, spoke with customer service, and contacted them via social media, but no solution was offered. Although the warranty has expired, the damage occurred during the service and should not be attributed to me. I request that my glasses be replaced with a new pair or that the fee I paid be refunded, and I expect this matter to be resolved urgently.