Trendyol Did Not Deliver Missing Items From My Kiehl’s Serum and Gift Set Order
On October 20, 2024, I ordered an anti-acne serum from Kiehl’s seller on Trendyol. The product was advertised with a gift set worth ₺1000, and the promotion was clearly shown in the visuals. I paid a total of ₺1400 for the four-item set. The additional three items were not limited-stock gifts but part of a four-piece set, which I purchased as such. The package arrived on October 23, 2024, but when I opened it, only the anti-acne serum was included; the other three items were missing. I immediately submitted a missing product request through Trendyol. The next day, Trendyol called and informed me that the supplier would ship the missing items within 30 days. Trusting that the missing products would arrive, I began using the serum. However, weeks passed, and the missing items did not arrive. I contacted Trendyol customer service again, and they assured me the items would be sent within six business days, which I documented with photos. Despite multiple six-day periods passing, the items were still not delivered. When I followed up again, I was told the missing items could not be sourced, and I was asked to return the products for a refund—40 days after receiving them. This is unacceptable, as I purchased the product out of necessity, and I only opened it because I was promised the missing items within 30 days. Moreover, even after 30 days, the set continued to be sold on Trendyol with the same promotional visuals, and the comments section was filled with similar complaints from other customers. Now, almost 1.5 months later, Kiehl’s has still not fulfilled my order. I urgently request the missing items to be sent or a refund of ₺1000 for the undelivered products. Otherwise, I will escalate the matter to the Consumer Arbitration Board, CİMER, and all relevant authorities.
