Complaint About Defective Columbia Product And Ankara Optimum Store

I am a loyal Columbia customer and have generally been satisfied with your products, having purchased two pairs of boots, one jacket, nine shirts and one thermos over time. However, I have experienced a serious problem with a pair of Columbia Redmond V2 boots purchased in Türkiye in February 2022. I used these boots rarely and carefully, preferring another pair for heavy work and rough terrain, and I regularly maintained them with nubuck spray. Their overall appearance reflects that they were not heavily used. On 18 September 2026, I noticed a large split on the side of one boot and documented this with photographs and video. I then took the boots to the Columbia store in Ankara Optimum shopping mall. At the store, the staff refused to even inspect the boots and stated that more than one year had passed since the purchase, telling me to use an independent shoe repair shop. I do not accept this approach, as I believe the boots should have been formally received and inspected by Columbia. I left the boots at the store specifically for inspection; I did not forget or abandon them, and I consider them to remain under Columbia’s responsibility, not as unclaimed or lost property. I also wish to formally complain about the conduct of the store manager. During our conversation, he accused me of misunderstanding him and said: “Sir, it has been three and a half years since you bought the shoes. People die of cancer within three and a half years.” This statement was deeply inappropriate, insensitive and unacceptable, and it seriously damaged my trust in the brand’s customer approach. I respectfully request that Columbia investigate the store manager’s conduct and share the result of this investigation with me in writing. I also ask that you confirm in writing that the boots have been formally received for inspection, arrange a technical inspection by Columbia or an authorized service center, and explain in writing whether the defect is related to materials, manufacturing or workmanship. If the product is found to be defective, I request either a full refund or an equivalent replacement, together with a case number and a written resolution. I can provide photographs, video, proof of purchase and any other evidence you may require, and I request that this matter be referred to the appropriate Columbia representative in Türkiye. I would like this negative experience to be clearly distinguished from my otherwise positive history as a loyal Columbia customer, and I kindly ask you to resolve this issue in a fair and professional manner.