Gratis Poor Online Delivery System And Poor Customer Service

I placed an order from the Gratis online shop on 29 December 2025 with the order number PR27763966 and, despite the time that has passed, I still have not received my package. It has been around 12–13 days since the order, and my flight is tomorrow, so if the package does not arrive immediately, I will not be able to take the products with me. These products were expensive for me, and I am extremely disappointed that I cannot get clear information or proper support regarding the delay. I only received a short message saying that my shipment is delayed, without any concrete solution or alternative. In addition to the online order issue, I have repeatedly experienced very poor customer service at the Çorum Gazi Caddesi Merkez branch. On two different occasions during sales, one of the discounted products was scanned at the original, non-discounted price. When I pointed this out, the staff member responded to me angrily and said it was not her fault and that it was not registered in their system, and suggested that I should buy another product instead. As a foreign customer, this attitude made me feel disrespected and discriminated against, and it is the main reason why I preferred to shop online instead of going to the store. I request that my online order be delivered as soon as possible, preferably before my flight, or that an appropriate solution, such as a refund, be offered if this is not possible. I also expect that the customer service quality at the Çorum Gazi Caddesi Merkez branch will be seriously improved, that employees be trained to speak politely, apologise when they are at fault, and not treat foreign customers with racist or dismissive behaviour. Finally, I would like Gratis to provide a proper shipment tracking system and an easy, official way for customers to make complaints directly to the head office, so that similar problems can be reported and resolved quickly.