Serious Issues With Product Return And Customer Service

I purchased a mug from Koçtaş, but the color of the item I received was completely different from the product images shown on the website. Because of this discrepancy, I requested a return. However, the seller initially refused, claiming that the product matched the images. I strongly disagreed and provided photos as proof. After repeated attempts, I was finally allowed to return the item within the legal free return period. On October 24, 2025, I received an SMS stating that my return had been approved. However, on October 27, 2025, I was contacted again and informed that my return would not be processed, allegedly because a “different, used, and cracked mug” was found in the package. I was told that a mug with ‘Malatya’nın Günlükleri’ (Malatya Diaries) printed on it would be sent back to me instead — a product I have never owned. This is absolutely unacceptable and extremely frustrating. I shipped my product in a black parcel bag, yet the seller claims to have recorded the unboxing in an anthracite-colored package, which raises serious doubts about the validity of their claim. I trusted the Koçtaş brand guarantee, but I ended up losing both my time and my money. It’s not just about a ₺330 mug — it’s about the disrespectful and misleading treatment I experienced as a customer. Throughout this process, Koçtaş has failed to protect customer rights or offer any meaningful solution. During the last phone call, I was even told that this would be the final conversation and that no one would contact me again. This is simply unacceptable customer service. I kindly request that my refund be processed immediately, that this issue be investigated properly, and that steps be taken to prevent similar cases in the future.