Customer Complaint Regarding Product Quality and Refund Request

On August 30, I purchased a bed, base, and headboard set. The delivery took place a month later, on September 29. I have been using the mattress for 13 days. During the purchase, I was clearly informed that I had a 120-day trial period, and if I felt any discomfort or failed to adapt to the mattress, it would be replaced without any issue. I was even told not to wait for the full 120 days and to contact you earlier if necessary. However, after only 12 days of use, the mattress has proven to be extremely uncomfortable. I tried to wait, thinking I might get used to it, but the discomfort persisted. This morning, when I attempted to lift the base by its two handles, one of them broke off in my hand — a clear sign of poor material quality. I contacted the person I had spoken to during the purchase and was given the customer service contact details. When I asked about a replacement, I was informed that “we do not offer exchanges.” This response is both unacceptable and unlawful. According to consumer protection laws, every customer has the right to withdraw from a purchase within the first month, regardless of the product type. Furthermore, the delivery itself took one month despite your team promising a one-week delivery time. That, combined with the product’s poor quality and lack of post-sale support, has completely undermined my trust in your brand. I have therefore decided to request a full refund. Please be advised that I have already filed a formal complaint with the Consumer Court regarding this matter. I will also be sharing my full experience publicly to ensure other consumers are aware of these issues. I expect your team to process my refund promptly and in accordance with the law. Sincerely, Burcu A***