On 16 August 2025, I ordered a Ferniso Furniture Wardrobe (Product Code: 5000691086) from Koçtaş. I also purchased an assembly service from Koçtaş to go with the product. I ordered the product online for my 80-year-old parents' home. The product was delivered on 22 August 2025. On 27 August 2025, the Koçtaş assembly team installed the wardrobe and drew up a report stating that the doors were missing. Since that day, neither have the doors to our wardrobe been delivered, nor has there been any positive progress regarding the return of the product. Therefore, 52 days have now passed since the product was ordered, and 42 days since the faulty delivery. We are still waiting for a resolution. Koçtaş installed the product. They noticed that the covers were missing and drew up a report. They said that we did not need to take any action, as the necessary procedures would be initiated based on the report. They also said that the covers would arrive and that they would return to complete the installation. However, after 10 days with no response from Koçtaş, I contacted customer services. During this phone call, I realised that no progress had been made. This was because they said they would only inform the manufacturer, Ferniso, after our conversation. Another 10 days passed before an official from Ferniso (Ms E***) called me with new information about the matter, saying that they would investigate where the problem originated. They said that if the shipment had been mixed up, they would arrange for it to be redelivered; otherwise, they would produce it from scratch. She also asked me to send her the order code and other relevant information. Once again, there was no response for a long time. However, despite my repeated requests for information, these communications also ceased. When the process stalled here, again, I called Koçtaş Customer Services again to initiate the return process. For the return, they now want us to dismantle the wardrobe that they partially assembled, pack it up, and send it by courier. I bought this wardrobe online for my 80-year-old parents' house. How are they supposed to dismantle and pack it up? In short, Koçtaş is trying to make the return process impossible. I demand that they accept the return of their faulty product without requiring disassembly and packing. If necessary, they should come and do it themselves.
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