DeFacto Rejected My Online Return and Treated Me Disrespectfully

I made purchases from the DeFacto store on the websites Hepsiburada.com and Trendyol.com. Since some items didn’t fit, I went to the DeFacto store in Trump Shopping Mall on May 17, 2025, to return them. The cashier informed me that products bought through these websites couldn’t be returned, only exchanged. A manager also came and confirmed the same, even showing me a message supposedly from the head manager. During this time, the cashier made insulting remarks, implying I was trying to be clever by expecting a cash refund for an online credit card purchase. This made me upset, and I raised my voice. I immediately called customer service, who confirmed I was in the right. Later, another store manager called and said he was attending a funeral and that this was a misunderstanding, claiming his staff didn't know the correct policy—despite them earlier showing me a message he had sent. I have undergone open-heart surgery and suffer from high blood pressure and diabetes. During the discussion, I fainted due to stress; customers, mall security, and the mall’s medical team rushed to help. Ironically, before this happened, the staff had called security to have me removed. The medical team gave me emergency medication for my blood pressure, and thankfully I recovered. I could have died. After all of this, the store that initially denied my right to a return finally processed it. I am filing a complaint against the rude cashier, the female manager, and the DeFacto brand itself. They must resolve this issue across all of Türkiye—we do not deserve such treatment.