Gratis Complaint Regarding Cancellation Of My Order Due To Store Renovation

Dear Gratis Customer Service, On July 4th, I placed an online order totaling 2,612.50 TL. Since there is a Gratis store located near me, I selected the option to collect my order from the store. Unfortunately, the store I chose went into renovation during the scheduled pickup period and was closed. I contacted your call center to report the issue and was told that I would receive a follow-up. Two days later, I was informed that the store would reopen on July 28th, and I could pick up my items then. Meanwhile, I kept receiving SMS reminders stating that I had only 10 days to collect my order, which contradicted the information I was given. I was told to ignore those messages. However, today—July 25th—my order was cancelled, and the payment was refunded without my consent or any alternative arrangement being offered. When I called your call center again, I received apologies and was told that a discount coupon would be issued. The value of this coupon was not clearly specified. After making a significant purchase of over 2,600 TL, being offered a vague discount coupon is not an acceptable solution. The store’s closure was beyond my control, and I should not bear the consequences of this situation. I do not wish to receive a coupon—I want the products I originally ordered. Cancelling the order without prior notice or a satisfactory resolution is a serious service failure and a breach of customer trust. I request that this issue be resolved promptly and transparently. I would like my products delivered as initially agreed. Sincerely,