Jack & Jones Puffer Jacket Zipper Broke on First Use

In June 2025, I purchased a Jack & Jones JCO Tarwin Puffer jacket for my son from the Bilt store in İzmir Optimum Mall. Since my son is a student in Prague, he wore the jacket for the first time in October when the weather got colder. However, on the very first use, the hard piece at the end of the zipper broke, making the zipper completely unusable. Because of this, my son had to buy a new jacket abroad.

When my son returned to Turkey, we took the jacket—still practically unworn—to the İzmir Optimum Bilt store on November 17, 2025. The store sent the item for inspection, but about a week later they returned it with a note stating that no manufacturing defect was found. They did not offer an apology or even a courteous attitude; the staff and the manager were extremely indifferent and inexperienced. They did not stand behind the product nor offer any form of solution.

Since the zipper is entirely nonfunctional, I request a replacement or repair by the store. I expect an approach that values customer satisfaction.