Koçtaş Hasn’t Sent My Replacement for the Faulty Alf Bt-122 Steam Cleaner I Returned
Previously, I purchased a steam cleaner online from Koçtaş, but it arrived used and covered in detergent. Regarding the exchange process for this product, on 26.09.2024, between 14:35 and 14:50, I spoke with a customer representative from Koçtaş's customer service (I’ve had to call Koçtaş customer service so many times over the past month that I can’t even remember if the representative was male or female) at the number 0 850 209 50 50. I informed them that I had returned the product but had still not received the replacement. I provided the return shipment number and mentioned that I had learned from the shipping company that the returned product was delivered on 20.09.2024, and the seller had received it on 23.09.2024. However, as of 26.09.2024, I was told by the shipping company that no new product had been prepared or shipped in my name. I requested urgent action to resolve the issue. The customer representative assured me that they had forwarded the issue to the relevant teams for resolution as soon as possible and that I would receive an update.
Today, on 30.09.2024 at 12:31, when I called customer service again, the female representative informed me that there was no record of any action or request since 26.09.2024. Given that customer service has been unable to resolve my issue for a month, it’s becoming clear that my problem won’t be resolved anytime soon. If the company's customer service representatives aren’t doing their jobs, why should the supplier act any differently? In short, the issue with the product I purchased on 02.09.2024, which turned out to be faulty, still hasn’t been resolved, and my frustration continues, compounded by the lack of professionalism from customer service. As a former employee of the Koç Group, I used to know and trust the group's approach to business. It seems a lot has changed since then. The Koç Group’s reputation and work ethic that I once knew no longer seem to exist.
My request is for someone to finally resolve this never-ending issue and ensure that I receive my product in brand-new and proper condition, as it should have been from the start. Thank you.
