Trendyol Delivered a Torn Package and Refused to Refund My Stolen Jacket

The order I placed with a Trendyol seller was tampered with during delivery, and an item was stolen from the torn package. Despite this, the seller refused to refund me and instead blamed Trendyol Express employees. I ordered four jackets with delivery number 9038674908, shipment number P01316844264, and order number 9659787676. When the package was delivered, it had been torn open, one jacket was stolen, and the package was resealed. I sent photos of the damaged package to Trendyol and expected a refund, but their response shocked me. They said, “The shipment was handled by Trendyol Express, we will not contact them, and we will not issue a refund. You can take legal action if you wish.” This has happened to me multiple times, but I only received refunds when the entire order went missing—for example, my recent ₺3,000 refund (delivery number 9030738954, order number 9655787223). I initially thought items were lost in transit, but after researching online, I found that many others have reported their packages being torn open and items stolen. A friend of mine also experienced this with expensive cufflinks stolen from their package. Isn’t it Trendyol’s responsibility to ensure orders are delivered complete and intact? Trendyol customer service claims Trendyol Express employees are responsible. I’ve been Trendyol’s 611th customer this year, but when I told customer service that I no longer trusted Trendyol and wouldn’t shop there again, they dismissively said, “That’s your choice. We can help you close your account if you wish.” Such arrogance is appalling. As long as we continue shopping and treating these incidents as isolated, they will think it’s acceptable to treat us this way. People often warned me against ordering expensive electronics from Trendyol, saying they wouldn’t support their customers. How right they were! Thankfully, my iPhone and robot vacuum orders weren’t stolen. After this, I placed an order with Hepsiburada. Despite a one-day shipping delay for a ₺300 item, Hepsiburada customer service called me, informed me they had contacted the seller, and apologized multiple times for the inconvenience. Thanks to Trendyol’s dismissive and indifferent attitude, I discovered other platforms that are not only more affordable but offer better service. As customer service advised, I will shop elsewhere. However, with this kind of service, Trendyol, maintaining customer loyalty will be a challenge.