Unpleasant Online Shopping Experience at Rossmann

Hello, on October 5, 2023, I made an online purchase on the Rossmann Turkey website for a total of 766.90 TL, with a 24.90 TL shipping fee. On October 10, 2023, I received a call from the Aras Kargo courier, who informed me that my package had arrived and said, "I'm leaving it at the market." I replied that I was at the specified delivery address and requested that they deliver it to me. In short, it seems that the Aras Kargo Turgutlu branch habitually leaves all shipments brought to my neighborhood's specified market and arbitrarily refuses to deliver them to my address. I have reported this issue to both Aras Kargo customer service and Rossmann customer service. I even told the Rossmann customer service representative several times that Aras Kargo does not take individual complaints seriously and suggested that large companies like them can help address this issue. However, to my surprise, I learned that as of today, the shipment was processed for a return without my knowledge, indicating that Rossmann Turkey is, in fact, a small firm. This discrepancy arises because, according to both Aras Kargo's customer service and their couriers, and as can be seen on Aras Kargo's website, the delivery address I provided is within a "mobile delivery area." Additionally, as their websites indicate, deliveries are made only two days a week (Mondays and Thursdays) in the area. However, Rossmann customer service merely accepted the explanation provided by the courier company without investigating further and stated, "We asked the courier company, and they said your address is outside the delivery area, so your package couldn't be delivered." The discounted products I bought are now either out of stock or the discounts have expired. My inability to access a service I personally paid for is due not only to the attitudes of Aras Kargo's Turgutlu branch manager and staff but also to the fact that Rossmann Turkey doesn't stand behind the services it offers, following the "I sent it, it's not my problem" mentality. I have incurred losses due to the products I couldn't receive and the stress I experienced. I am dissatisfied with Aras Kargo, who collected money for services they did not provide, and Rossmann Turkey, who has held my money for 12 days without delivering the service. Due to their actions, which obstructed me from accessing the service by processing a return without my consent, I have filed a complaint with the Turkish Ministry of Transport. If my products are not delivered, I will continue to pursue my legal rights through the Consumer Arbitration Board. Overall, I am frustrated with Aras Kargo and Rossmann Turkey for their unsatisfactory service and the inconvenience they have caused.