Dear Sir/Madam, I purchased a Swan necklace from Swarovski’s official online store with order number SWA191223. Approximately five months ago, I noticed a tarnishing problem with the product, after which I stopped using it. When I took the item to the Swarovski store in Gaziantep, the staff informed me that it was under warranty, but since it had been purchased online, I needed to contact the online customer service team. I then called customer service, where I was advised to send an email and was assured that an exchange would be arranged. However, despite sending the email, I did not receive any response for three weeks. When I contacted customer service again, I was informed that exchanges are not possible for online purchases and that only a refund at the original purchase price could be offered. In contrast, products purchased in physical stores can be exchanged or replaced with another product at the current selling price. I find this situation to be unfair and inconsistent, as it creates an inequality between online and in-store customers of the same brand. My necklace is still within the warranty period. Throughout this process, I have spoken to customer service nearly ten times, and I was asked to provide photos of the product and certain documents, all of which I complied with. Nevertheless, my issue remains unresolved. My request is that my necklace, which is under warranty, be exchanged as is done with in-store purchases, or replaced with an equivalent product. Otherwise, I will have no choice but to pursue my rights through the Consumer Arbitration Committee.
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