Columbia Sold Me a Waterproof Jacket That Leaks but Refuses a Refund

On October 20, 2024, I purchased a Columbia-brand rain jacket from the Gebze Netpa Store, which was advertised as waterproof and manufactured using Omni-Tech technology. However, I noticed that during rainfall, the jacket started leaking from the shoulder area. Omni-Tech is Columbia’s first waterproof and breathable technology, designed to allow warm air and moisture to escape while preventing cold air and water from entering. Despite these claims, the jacket failed to meet these specifications and did not provide the expected waterproof protection. In January 2025, I contacted the store where I purchased the product and requested an exchange or refund due to the leakage issue. The store conducted an inspection and concluded that there were no defects in the product or its materials, rejecting my request. They claimed that water leakage from the shoulders could be due to "user error" but failed to explain how such an issue could be related to the user. Since the jacket does not fulfill its advertised waterproof feature, it does not serve its intended purpose, and I believe the responsibility for this issue should not fall on the consumer. I also reached out to Columbia Customer Service regarding this matter, but unfortunately, their approach was dismissive and condescending rather than understanding the inconvenience I experienced as a customer. Columbia’s lack of response to this issue and their refusal to take back a rain jacket that does not effectively repel rain is a violation of my consumer rights. Therefore, under the Consumer Protection Law No. 4077 and other applicable regulations, I formally request that Columbia accept the return of the product and issue a full refund. I ask that this matter be treated as a formal complaint and that necessary action be taken regarding the attitude of Columbia’s customer service. I request an appropriate resolution as soon as possible.