I Demand Estée Lauder Return Misprocessed $52 Item Sent via Wrong Return Code

First of all, I want to talk about how terrible Estée Lauder's customer service is. There is never a real representative to speak to. Someone answers and says, "We created your ticket, the authorized department will call you back." Ten days have passed, and no one has called back. They tell you to send an email, we send it, and there is never a reply from there either.

I purchased a foundation from the Estée Lauder store on Hepsiburada (Order No: 45123284…). Because of the visual similarity to a concealer I previously bought from the same seller (Order No: 4275427687), I accidentally created a return request for the concealer. However, I handed over the foundation to the courier using this return code.

Realizing my mistake on the same day, I informed both Estée Lauder customer service and the seller in writing via Hepsiburada's "Ask Seller" section in detail. I specifically requested that if the wrong item was noticed during the inspection, the return should be rejected and the product should be shipped back to me.

Despite my warnings, the return process was completed without taking my notices into account, and the return for the concealer was approved instead of the foundation I sent. However, the item I shipped was the foundation worth approximately $52. The item approved for return was the concealer worth approximately $31.

The fact that the shipped item and the approved returned item were different is a detail that could easily have been detected during product inspection. Moreover, I had already provided written notice about this beforehand.

Therefore, I demand to be informed about the whereabouts of the product I sent and request that the product be returned to me or that my grievance be resolved in an equivalent manner.