My Vitabiotics Counterfeit Vitamin Complaint Unresolved

On October 20, 2025, I placed an order on Hepsiburada for the Vitabiotics Immunace vitamins (Order No: 4401432040). About 20 days after receiving the product, I experienced various side effects and consulted a pharmacist. The pharmacy informed me that the product was likely counterfeit, as the batch number did not match the original product.

I contacted Hepsiburada customer service, and at first, I was told that a return was not possible. I explained that this is a medical supplement, not just a simple item, and I requested a copy of the authenticity documentation from the seller. After several discussions, my return request was finally accepted, and the product was sent back. Once it became clear that the product was probably not original, the return was immediately approved. I had paid $50 USD for the order by credit card.

During my conversations with Hepsiburada representatives, I was repeatedly told that they would not be able to help me, and I received responses like “there’s nothing else we can do” and “we are not obligated to give you any information.” Despite the seriousness of the situation, I was only offered a 300 TL gift voucher as compensation. I cannot accept that human health is treated so lightly and that counterfeit products are allowed to be sold on the platform.

Additionally, even though I reported that the seller was continuing to sell under a different name on Hepsiburada, no action was taken. When I asked whether the relevant departments had taken samples of the product I returned to investigate its authenticity, I was told that no such examination had been carried out.

Considering the severity of the issue, offering me only a 300 TL voucher simply because I detected the problem early is unacceptable. This situation could have resulted in far more serious and irreversible consequences; human life should not be treated this cheaply. I request that the Hepsiburada team take this matter much more seriously and provide a real solution.

I specifically request a call from a manager—not a customer service agent—so the issue can be discussed properly and resolved. I also request that the seller’s authenticity documents be provided to me, that my case be handled with the seriousness it deserves, and that appropriate measures be taken so similar incidents do not happen again. As clearly stated in Article 187 of the Turkish Penal Code, I would like to notify you that I will be filing a lawsuit against both Hepsiburada and the seller company for selling or enabling the sale of harmful or unsafe products.