I Received a Damaged XXL Profilo Fridge and No One Helped Me Return It
I purchased an XXL Profilo fridge (Order No: 269000018) from Media Markt, delivered by Kartur. Although the product arrived boxed, I noticed a small tear the next day and discovered that the fridge was damaged inside. I immediately informed Media Markt and shared photos, but they told me to contact Kartur for a damage report—which was already odd, as I don’t believe the customer should bear that responsibility. After repeated attempts, I finally reached Kartur, who said they don’t issue damage reports and that Media Markt should handle the return. After over 20 calls between Media Markt, Kartur, and Profilo, I found myself stuck in the middle. Meanwhile, this 110 kg, 87x90x187 cm fridge was blocking the hallway of my apartment building, causing justifiable complaints from neighbors. Media Markt then redirected me to Profilo, who said they could send a technician for a ₺700 fee just to prepare a damage report. I agreed, and the technician confirmed the damage and took pictures, but refused to bring the fridge inside or help move it. Again, I was told to call a logistics firm. How is a customer expected to coordinate a technician and delivery crew at the same time? All I wanted was a simple return. Media Markt then said the fridge would be picked up within 10 business days, but during that time, it continued to block the hallway, and one neighbor nearly got injured in the dark. I had to apologize multiple times, and to this day, the fridge is still in front of my door. Media Markt eventually said they informed the Nilpark AVM branch, yet nothing has happened. This has been a nightmare experience—over 20 phone calls, three parties involved, no coordination, and being charged ₺700 just for a damage report on a brand-new item is completely unacceptable. I request immediate pickup of the damaged fridge, a proper replacement, and accountability for this logistical and customer service failure.
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