Ray-Ban 0RB3751CH Repaired Five Times, Still Faulty, Replacement Needed

On 20.05.2025, I purchased a Ray-Ban 0RB3751CH model sunglasses from the Atasun Optik store paying ₺6,500 by card. Although it has been about 5 months since I bought the product, I have not even been able to use it for a total of 1 month, and for almost 5 months the sunglasses have been kept in the drawer at the store. I first sent the product to the warranty service through the store because the lens fell out of the frame. When it came back from the first service, the lens had been attached but silicone was overflowing from the edges, giving a very sloppy appearance as if it were a PVC window. When I showed this to the cashier staff, they said they would send it to the warranty again. This time the product came back with a scratched lens, and they again stated that they would fix it. In the subsequent submissions, instead of solving the problem, they recorded it as “user error” and did not carry out any proper repair, and each time they said “let’s send it again,” but the result was once more labeled as user error. Despite being sent to the warranty service 5 times in a row, the problem has not been resolved and I have been stalled each time with a different excuse. When I requested my invoice, a so-called system error was cited and they sent a link to my phone via SMS, but the link was empty. When I went back to the branch, this time I was told that I had to contact Atasun in Istanbul and that they would assist me, yet no clear solution was provided and my invoice was still not delivered to me. In addition, the authorized staff member named Buse in the store behaved in a disrespectful manner, raising her voice instead of providing calm and solution-oriented support, which made the whole process even more unpleasant for me as a customer. As a consumer who has been using Ray-Ban for years, I have become seriously disillusioned with both the Ray-Ban brand and Atasun Optik. I believe Ray-Ban and Atasun Optik have managed this process in a way that victimizes the customer and damages trust. I request that this product, which has gone to service multiple times and which I have hardly been able to use, be replaced with a brand-new one at no additional cost through Atasun Optik store and that my invoice be properly provided to me.