Rudeness and Incorrect Billing at Calzedonia Aqua Florya Store

I am officially lodging a complaint regarding both the store management and the customer service process due to the incident I experienced today at the Aqua Florya Calzedonia store.

Because my return period had expired one day prior, I called the store by phone to ask if they could assist me if I came in the following day. On the phone, I was told, "Of course, we will help you," and relying on this information, I visited the store the next day. Upon arriving at the store, I was interrogated with statements like "Who did you call, who did you speak with, what is their name?" Despite explaining that I did not know the name of the person I spoke with on the phone and showing my call log, I was kept waiting for about 5 minutes.

Afterward, the process was prolonged using excuses such as receipts being different or brands being different; however, it was subsequently understood that these excuses were untrue, and the exchange process was initiated. The value of the item I was returning was 3,990 TRY, and the value of the item I was purchasing was 3,980 TRY. Despite this, the employee at the register demanded 10 TRY from me. Even though I pointed out that this was mathematically impossible and that the store actually owed me 10 TRY, they insisted on the contrary for a long time.

When the store manager, E*** İ**** K*******, arrived, she made an explanation to me stating, "You need to buy another product worth 10 TRY; the register shows a deficit." When I asked if there was any such obligation, no satisfying or convincing explanation was provided. While I was trying to obtain clear information regarding a gift voucher or return document, unprofessional and accusatory statements directed at the customer were used instead, such as "We actually shouldn't have helped you, but we did anyway."

During the conversation, the store manager raised her voice. When I cautioned her saying "Please watch your tone," she replied, "This is just how I speak." I was deeply disturbed by both this tone and the behaviors throughout the process that pushed the boundaries of respect and created a sense of distrust, shattering my trust in the store.

Regarding the process I experienced at the Aqua Florya Calzedonia store, I demand that a corporate investigation and inquiry be launched into the personnel involved, particularly store manager E*** İ**** K*******. Furthermore, I request to be contacted by phone by the regional manager or the Türkiye distributor to receive both a written and verbal explanation regarding the situation I experienced, along with an apology and clear feedback on how this process will be rectified.