Broken Toilet Seat From Vitra Online – No Response From The Company

I ordered the Istanbul Toilet and Toilet Seat directly from Vitra’s official online store. The courier delivered the products to my door in April. I checked the ceramic toilet — it was fine. Since the seat appeared to be a simple plastic product, I didn’t open its box immediately. When the installers came in June, we opened the box and found that the toilet seat was cracked. I contacted Vitra’s customer service and was told to speak with the technical team, but they refused to help, saying the product should have been checked at the time of delivery. I had already filed a complaint before, but Vitra never responded. To better understand what went wrong, I decided to purchase the same toilet seat again — this time directly from an authorized Vitra service center. The difference was very obvious. The new product was packaged with thick foam padding, protective wrapping, and cardboard supports to prevent any movement or damage during shipping. When I opened the box, it was brand new, spotless, and clearly never used or displayed. In contrast, the seat I received from Vitra Online had been shipped in a thin, almost empty box, without any internal protection. When I described this to the staff at the authorized service, they told me that the one sent by Vitra Online might have been a display or returned product. That was surprising and disappointing — I had bought it directly from Vitra’s official online store, expecting a new, properly packaged item. Receiving a product that appears used or carelessly handled from such a reputable brand was a serious disappointment and damaged my trust in Vitra. I am not asking for a refund or compensation, but I sincerely hope that Vitra reviews and improves its packaging, stock management, and quality control processes for online sales. (Photo 1: Broken seat from Vitra Online / Photo 2: Properly packaged new seat from authorized service)