Enza Home Terra Sofa Fabric Defect And Sagging

On 17.08.2024, my Terra sofa set was delivered from Enza Home Antalya Ilıca store. Since the first days, there has been a clear fabric defect and sagging on the sofa, and this problem is noticeable every day during normal use. I reported the situation to the Antalya Ilıca Enza Home store and a service team came to my home. They stated that they would stretch the fabric, but added that as a result the fabric might tear, and in that case the product would be excluded from warranty. When I did not accept this risky intervention, they declared the problem as “user-based” and closed the file without even sending it to the head office. While they told me at home that they would forward the issue to the head office, as soon as they left my house I called customer service and was told that the technician had closed the file. When I later called the person who came to my home, the phone was rudely hung up in my face. I find both the attitude of the service team and the way the process was handled extremely disrespectful and unacceptable. I request that my Terra sofa set, which has fabric defect and sagging despite normal daily use, be either completely replaced with a new one or, if this is not possible, that the product be fully refunded. I want this process to be handled fairly, within the scope of warranty, and without putting the blame on the user.