Enza Home Complaint: Warranty Repair Takes 6 Weeks, Sofa Comes Back With Missing Legs

I purchased the Berta series sofa set from the Enza Home Istanbul MASKO store between October 9–13, 2025 (Invoice No: ısa2024000000643). When the sofas first arrived, they were squeaking, the leg plastics were cracked, and the fabric had already started to show signs of wear. The sofas were taken to the workshop for repairs under warranty. On November 15, 2025, they were delivered back to me, but this time the legs were missing, and I was never informed about it. When I saw the sofas being delivered without legs, I took photos of all of them.

Throughout this process, I opened two service tickets and contacted customer service and the workshop unit 3–4 times. Today, I was finally able to reach the service line by chance (+90 ********77 20), and I was told that a new ticket was opened, they had no idea where the sofa legs were, and the workshop needed to be inspected. I’ve been dealing with this issue for nearly a month and a half. My sick mother and I had to sit on the floor the entire time. Now that the sofas have finally come back, they’re missing their legs and no one can even tell me which legs will be provided.

Additionally, I was asked to pay for the replacement legs and fabric repairs, but I refused because the product is still under warranty and filed a complaint with the headquarters. Throughout the entire process, I couldn’t get a clear answer from customer service or the service team—just inconsistent and confusing responses.

This whole situation has been unbelievably frustrating. I absolutely do not want to wait another week or two. Due to everything I’ve gone through, I am requesting that my entire sofa set be replaced with a brand-new one. I will not accept temporary fixes or mismatched parts from other products. I am asking for this matter to be investigated urgently and resolved with a permanent solution. I look forward to your assistance on this issue.