Porland Sold Me Defective Dinnerware and Failed to Provide Effective Customer Support

Hello,

On August 17, 2026, I purchased a 27-piece Platinum Illusion dinnerware set from the Porland store at Atlantis AVM in Ankara. Following the store employee’s instructions, my credit card was charged first, and the boxed set was then brought from the warehouse.

When I began checking the pieces of the dinnerware set, I found defects in approximately 10 items, although I do not remember the exact number. The store employees also acknowledged the defects, including peeling of the platinum finish, permanent stains in the center of plates, and rough or uneven areas on the products, and set the defective pieces aside.

Despite this, 7 pieces were still missing from the set. The store employees told me that they could package the defective items separately and that their system showed stock available at the Porland store in Ankara Armada AVM. They told me that if I went there with my receipt, I would be able to easily exchange all of the products.

I asked whether there was any other solution because Armada AVM is far from my home and I did not want to travel that far. However, they did not offer me any alternative. Since I had already paid for the purchase, I assumed there would not be any further problem and accepted their suggestion.

The following day, I went to the Armada AVM store with the defective products. The employees at the Atlantis store had specifically sent me there because they said the products were in stock at Armada. However, when I arrived, only one item was actually available. The employees there told me that there was nothing else they could do and directed me back to Customer Service.

On August 19, 2026, I contacted Porland Customer Service and explained the entire situation. In summary, I was told that because I had made the purchase in a physical store, there was nothing they could do to help me.

I tried to explain that I had been directed by Porland’s own store employees to travel from store to store in Ankara, that I was being forced to spend my own time and money trying to resolve a problem that was not caused by me, and that I expected Porland to provide a solution. However, instead of acknowledging my inconvenience and trying to resolve the issue, the customer service representative did not offer any meaningful solution.

Despite repeatedly asking them to have the necessary replacement products sent to a store near my home so that I could simply go there and exchange them, I was instead told either to visit different Porland stores throughout Ankara myself and ask about their inventory, or to return the products and receive an exchange card.

I do not understand why I should have to accept an exchange card. I paid approximately **$263** for this dinnerware set during a discount period and chose it because I trusted the Porland brand. All I wanted was to receive the dinnerware set I purchased in perfect condition, without defects and without having to spend days traveling between stores to resolve the issue.

The response I received from Customer Service made me feel that they were essentially unwilling to assist customers who purchase products directly from physical stores. I was left with the impression that Porland’s Customer Service is primarily intended to assist customers who purchase through shipping or online channels.

Eventually, I contacted the store where I originally made the purchase and requested a solution directly. Fortunately, they eventually ordered the necessary replacement products to their store. I had to return to the store approximately one week later, and I finally completed the exchange.

I also contacted Customer Service by email, but I received only a standard response and my complaint was not meaningfully addressed.

I made this purchase because I trusted Porland as a brand with a 50-year history. Unfortunately, the way this problem was handled left me extremely disappointed. The defective products, missing pieces, unnecessary trips between stores, and lack of effective support from Customer Service caused me significant inconvenience for a problem that should have been resolved by Porland much more easily.

I request that Porland review this entire process, particularly how defective products purchased in physical stores are handled and how Customer Service responds to customers facing such problems. I also request appropriate compensation for the significant time, effort, and inconvenience I experienced, such as a **gift card, discount coupon, or another suitable form of goodwill compensation**.

I hope Porland will take this complaint seriously and take steps to ensure that other customers do not have to go through the same experience.