Bershka Did Not Deliver One of My Split Orders, Refused to Cancel It

On March 23, 2025, I placed an order through the Bershka website with Order No: 40296288882. My order was split into two separate shipments in the system. Although Shipment 2/2 (Tracking No: 920346490) was delivered to me, Shipment 1/2 (Tracking No: 920346492) has still not been delivered. Today is April 14, 2025, and more than three weeks have passed, yet the product has not arrived. I placed this order expecting to receive the item within 3 days, but not only was the delivery not made, despite calling customer service multiple times, no concrete solution was provided. I clearly stated that I no longer want the product and wish to cancel the order due to the delayed delivery. Each time, I was told, “We’ve forwarded it to the relevant department, you’ll receive an email,” which has never happened. To this day, the product still appears as “being prepared,” and there is no option to cancel it on the website. Customer service insists I cannot cancel the order and that I must wait for it to arrive and then return it, which completely disregards consumer rights. I would like to emphasize that, according to Law No. 6502 on the Protection of Consumers, the delivery period may not exceed 30 days unless otherwise stated. If the goods or services are not delivered, the consumer has the right to terminate the contract and request a refund. The right of withdrawal may also be exercised before the goods are delivered, and the consumer can cancel the order without providing any justification. In light of these legal rights, I request the immediate cancellation of my order and a full refund. Otherwise, I will escalate the matter to the Consumer Arbitration Board under the Ministry of Trade, to Presidential Communication Center, and to all other relevant legal authorities. I am genuinely surprised that a global brand like Bershka treats its customers in Turkey this way. Please be aware that this non-transparent approach, which shows no regard for customer satisfaction, will also be shared with the public.