M&S Refused Exchange Despite Valid Gift Return

I experienced a serious problem with the return/exchange process at the Marks & Spencer store in Kanyon, and I was unfairly accused. The product was originally bought on November 18, 2025 from the Suadiye branch and given to me as a gift on November 21. On November 22, I went to the Kanyon store—with the gift exchange card—to exchange the item for one size larger.

While inspecting the returned product, the store manager (Ms. A***) picked up a different piece and said, “Look, compare these two — this one has stretching,” implying that the item I brought in had been worn after removing its tags. Although I firmly said I had never used the product and that it was a new gift, she continued to insist there was a difference between the products and accused me of trying to return a worn item. When the gift giver called the store, he repeatedly said that they were being insulted, putting both me and the gift-giver in an uncomfortable position. When my husband got involved, we reiterated that we would file a complaint if the accusations continued — yet the store’s attitude did not change.

In the end, the exchange was not completed and the product remains with me. The person who gave the gift also suffered a financial loss of about 2,500 TL (approximate). Even though all documentation was in order, I lost time and felt disrespected as a customer, simply because of the staff’s unfounded accusations. I filled out and submitted a contact form about the incident, but since customer service is closed over the weekend, I have not received a response yet. On the first business day, I intend to speak by phone with a responsible representative.

During this process I expect a formal apology for the accusation that “I wore the item and returned it,” and for the disrespectful behavior directed at me. I also request that instead of me going back to stores and going through the ordeal again, you convert the product to a store voucher via your system so I can pick a replacement without further trouble. Additionally, I ask for a thorough review of the store’s staff — especially the store manager — regarding their communication style and handling of such complaints.