Last year, on December 31st, I splurged ₺2500 at the Tommy Hilfiger outlet in Susurluk for a bag that has since become a total disappointment. The straps started peeling within the first few months, and the strings inside began fraying. Unfortunately, due to the distance from my address, I couldn't visit the store. While I love the bag, the worn-out appearance of the handles gives the impression of a market find.
Today, I visited the store to request a replacement for the handles, and they assured me it would go for inspection. Normal so far. However, when I requested an exchange if approved, I was told it's not possible; they can only replace the handles. Since it was a unique piece, no other options were available. When I noticed the same product on the shelf, I inquired about the possibility of an exchange. To my shock, I was told that if the inspection is approved, the ₺2500 I spent on the bag would be credited back to me, but the current price of the bag is ₺3500, and I could get the same bag by paying an additional ₺1000.
It's unbelievable that a globally renowned brand fails to stand behind its product. Whether it's the staff's indifference or Tommy's actual policy, I don't know, but I won't be returning. If you accidentally purchase a defective item, you might find yourself in the same situation. I left the store with my old bag, but I'm far from satisfied with this ordeal.
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