Serious Grievance and Negligence at ebebek Stores

During my experience at the Erzurum MNG Mall and Erzurum Forum Mall Ebebek stores on August 31, 2025, and September 1, 2025, I faced serious negligence that resulted in significant grievance and customer dissatisfaction. At the MNG Mall store, the advertised 8-installment campaign was not applied to my purchase due to a so-called “system error,” and I was told I could only pay in 4 installments. I therefore decided not to buy the product at that time and informed the staff that I would return the following week, expecting the campaign issue to be resolved. When I went back the next week, I purchased a stroller and a pushchair, paying in full. However, the third piece of the set, the car seat, was not in stock. I was assured multiple times by equipment manager Mr. E*** and store managers Mr. Y****, Mr. C****, or Mr. S*** that a display product was reserved for me at the Erzurum Forum Mall branch. Mr. Y**** even called the relevant staff in my presence and confirmed this information. Based on this assurance, I finalized my purchase. Yet, when I went to the Forum Mall branch, I learned through Ms. E****** that the same product had been reserved for another customer at the same time. This clearly revealed the lack of communication among the staff and managers, as well as the fact that customers were being misled. For two weeks, I was left without the product, sent unnecessarily from store to store, misinformed multiple times, and ultimately wronged. This incident not only damaged customer satisfaction but also the credibility of the company. Therefore, I request that an investigation be launched into the misleading guidance given to me, the negligence of the responsible managers, the double reservation of one product to two different customers, and the overall careless handling of the process. I demand that those responsible be held accountable and that my grievance be resolved. Otherwise, I will escalate the matter to the Consumer Arbitration Board, the Ministry of Trade, and all relevant official authorities.