Enza Home Failing to Collect Faulty Chairs, No Response After Weeks of Waiting

On July 24, I received approval from Enza Home for an exchange of faulty chairs and was told I could visit the store anytime to choose a new model. When I went to the store, I was informed that if I chose the same model, there would be no price difference, but for a different model, I would need to pay the current price. I requested that the defective chairs be picked up from my home by their logistics partner and told the store I would review other models online.

After deciding not to choose a different model, I contacted them via WhatsApp to ask about a refund but received no response. Additionally, no team came to collect the chairs, so I called the İdealtepe store. The store manager, F****, told me that there was no open case for my issue, which was confusing since the faulty chairs had not been picked up. Despite this, I was promised an email would be sent.

For three weeks, I repeatedly called the store, explained my situation to various staff members, and even provided my phone number for updates, yet no one contacted me. When I called again on 12.10.2024, I was told that an email had been sent and a response was awaited, but I was also told I needed to contact the call center. Why did it take 3 weeks for someone to tell me this? Shouldn't I have been informed when the email response arrived?

Enza Home, please arrange for the faulty chairs to be collected from my home immediately and process my refund. If you do not collect them, I will drop them off at your store myself. This has been the worst customer experience of my life, and you need staff who can communicate effectively with customers.