Samsonite Agora Sold Defective Bag, Refused Warranty Claim

I purchased a men’s toiletry bag from the Samsonite store at İzmir Agora Mall. About one month after I started using the product, a collapse occurred in the upper middle section of the bag, and the issue has not improved since.

I use this bag solely to carry my grooming items, which is precisely its intended purpose. Therefore, it is unacceptable that the product would deform so easily — as if it could only hold tissues but not basic grooming items such as a razor kit.

I returned the bag to the store under warranty, but was informed that the issue was due to user error. I did not accept this response and resubmitted the product for inspection. The bag has not been misused, and I firmly believe the deformation is manufacturing-related. The issue occurs every time I use it, and even when the bag is empty, the collapse remains visible.

Customer/Invoice Number: 199037568

I am requesting a product replacement, not a refund — I would like to exchange it for another Samsonite product.

I kindly ask that my issue be resolved promptly and my grievance be addressed fairly.