Dyson Türkiye Refused My Promised Free Cleaning Kit After Purchase

I purchased a high-priced vacuum cleaner through Hepsiburada from the official “Dyson Türkiye” seller store. Just minutes before placing the order, I contacted Dyson’s official live chat support through their website to confirm whether the free promotional gift campaign — the detailed cleaning kit offered on Dyson’s own website — would also apply to purchases made through Hepsiburada.

The customer representative clearly and explicitly confirmed in writing that the campaign was valid both on Dyson’s official website and for purchases made through Hepsiburada. I was also told that if the free gift did not arrive with the order, I could contact them again and they would assist me. Based on this direct written assurance from Dyson’s official support team, I completed my purchase with confidence.

On 06/05/2026, the vacuum cleaner was delivered to me, but the promised cleaning kit was missing from the package. I immediately contacted Dyson Türkiye again and shared the written live chat records proving the promise made before the sale. However, days later, I received a phone call stating that the gift would not be sent because the “stock had run out.” Afterward, I also received a generic rejection email that contained no meaningful effort to resolve the issue.

A campaign benefit that was officially confirmed and guaranteed by Dyson’s own representative at the time of purchase cannot simply disappear after the sale is completed by using “out of stock” as an excuse. This behavior is misleading to consumers and seriously damages customer trust. It is unacceptable for a global corporate brand like Dyson to make clear promises before the sale and then refuse to honor them afterward, leaving customers unfairly treated.

My Hepsiburada order number is 430 895 033 6. I would also like to state that I intend to file a formal complaint with the Consumer Arbitration Committee together with the official written live chat records I possess.

My expectation from Dyson Türkiye is simple: stop making excuses and act with the professionalism expected from a global company by honoring the written commitment made by its own customer representative. I request that the promised detailed cleaning kit — or at the very least an equivalent form of compensation — be sent to me immediately.