I purchased a Samsonite backpack from Ankara Kentpark on October 5, 2024. Within just 15 days, the stitching near the top handle started coming apart. On October 26, 2024, I returned it to the store for inspection and possible replacement. Since then, I have been met with nothing but delays and silence.
When I contacted both the store and customer service, I was told that Samsonite has only one repair center in Turkey, and due to "high demand," the process is slow. I was also reminded multiple times that the legal timeframe is 30 business days. However, today is November 26, and I have received no updates, no calls, no emails—nothing.
I even spoke with E* from the Kentpark store on November 22, who assured me she would personally follow up. Yet, there is still no progress.
The fact that such a well-known brand takes over a month to handle a simple repair or exchange is unacceptable. Are they overwhelmed with defective products, or are they conducting scientific research on the issue?
I demand an immediate response and a resolution. This level of customer service is completely unprofessional and does not reflect the quality Samsonite claims to uphold.
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