Rossmann Canceled My Shipped Order Without Consent and Forced a Refund

Regarding my order number rso101593775, which I placed through the Rossmann Türkiye online store, I received only an automated SMS stating that the order had been “shipped.” However, my package was never delivered, and I was not informed of any delay, problem, or cancellation. I only learned that the products were allegedly damaged during shipment and returned to the warehouse after I personally contacted customer service.

When I called customer service, I was told that my order had been canceled without any request from me, that reshipment was not possible, and that only a refund would be issued. I never requested a cancellation or a refund. I do not accept the seller’s unilateral cancellation of an order that was already approved and marked as shipped. Under Law No. 6502 on the Protection of Consumers, the seller is obligated to fulfill its contractual commitments. Problems related to stock, logistics, or the shipping company cannot be passed on to the consumer, and if products are damaged during shipping, they must be resent to the customer.

In addition, during my conversation with customer service, all responsibility was placed on Hepsijet, and the delivery partner was spoken about negatively. I find this approach unprofessional and contrary to commercial ethics. From the consumer’s perspective, the responsible party is Rossmann; explanations involving subcontractors or shipping companies are not acceptable excuses.

Despite my order being approved and shipped, I find it unlawful and contrary to consumer rights that it was canceled unilaterally without my consent and that I am being forced to accept a refund as the only option. My request is very clear: I want my products to be resent under the same conditions and without delay. I do not accept a refund. Otherwise, I would like to state that I will not limit this matter to complaint platforms and will exercise all my legal rights before the Consumer Arbitration Committee and the relevant official authorities. I also want to clearly state that I find this approach completely unworthy of a brand that claims to be as corporate as Rossmann.