Samsonite Defective Bag Refund Request
On September 11, I purchased a black women's handbag from the Samsonite store at Istanbul Kanyon Mall. When I used the bag for the first time the following day, the snap button came off and broke in my hand before I had even had the bag for 24 hours. When I returned to the store and requested a replacement, I was told that because I had purchased the bag with an invoice, they could not issue a refund and could only offer an exchange. However, they said they did not have the same product in stock. I then requested an exchange for a different color, but they told me that a color change was not possible because of the way the invoice had been issued. They informed me that the same product was available at the Cevahir Mall store and that I could exchange it there if they received approval. That evening, they called me and told me that I could go ahead with the exchange. Two days later, the Cevahir store replaced the product without requiring any additional paperwork or processing.
However, I soon discovered that the second black bag also had a manufacturing-related problem with its zipper. When I opened the bag, I noticed that the zipper sections turned outward and did not close properly after being opened. I cannot say whether this was caused by the stitching being placed too close to the edge or by a manufacturing defect, but even though I had used the bag for only about 5–6 days in total, the problem was already causing significant discomfort during normal use. I therefore issued a return invoice and went back to the store to return this second, defective black bag. Despite clearly explaining the situation, I was told that they could not accept the return because more than seven days had passed. However, the first product was not refunded; instead, I was directed to the Cevahir Mall store for an exchange, meaning that time passed during this process. I also had to travel back and forth between the Kanyon and Cevahir stores multiple times, resulting in a significant loss of time.
The store then offered to open an inspection record and send the product for repair. When sending the bag for repair, I specifically asked them to state that I was requesting a refund because the product was defective, and they agreed to do so. However, being forced to send a defective product for repair, effectively preventing me from exercising my right to