Complaint Regarding Incorrect And Undelivered Vivense Order
In February 2026, I placed an order via Vivense for a Lena Keten Orta Modül sofa to be delivered to Ankara Gölbaşı. My order, with number debd08600925, was created on 24/02/2026 and paid by credit card. Since then, for about three months, I have been experiencing a serious grievance due to the order not being delivered correctly. The first product sent to me was wrong, so a replacement process was initiated. However, the second product sent after the replacement was again wrong. Although the product was taken back for replacement once more, despite the long time that has passed, the correct product has still not been delivered to me. During my calls with customer service, I was told that the product appears as “delivered” in the system, yet even though I clearly stated that I did not receive the correct product, I was repeatedly told “we will call you back” and the process was closed each time without any real follow-up. I have contacted customer service many times, and every single time the call ended with the promise of a callback that never happened. At this stage, I genuinely feel that my money has been taken without any proper service being provided. Being stalled in this way for nearly three months without a concrete solution has caused both financial and emotional distress. For these reasons, I request that my sofa be delivered to me urgently, in full and correctly, without any further delay, or that my payment be promptly and fully refunded. Otherwise, I would like to state that I will exercise all my legal rights, including filing a complaint with the Consumer Arbitration Committee.
After my complaint, I received the following response: "First of all, we would like to express that we are very sorry for the negative experience you have had. We will arrange a discussion on the matter and provide you with information. You can be assured that the necessary steps will be taken to resolve the issue." Following this message, I was contacted by phone, but, as has happened repeatedly before, the call was ended with the usual "we will call you back." Despite that, no follow‑up has been made to me in the intervening period. What is even more disappointing is that, even though the problem has not been resolved and the correct product has not been delivered to me, I was asked during the call to withdraw my complaint. Yet none of the promises made to date have been fulfilled, and no concrete solution has been offered. In this process, which has been ongoing for about three months, I have been told repeatedly that I would receive a response, but I have never been called. Consequently, I have come to the conclusion that the company is prolonging the process and stalling me instead of solving the problem. Being asked to withdraw my complaint before the issue is resolved has completely shattered my confidence as a consumer. My request remains the same: the product I ordered must be delivered promptly, complete and correct, or the full amount I paid must be refunded to me.
Hello, The issues you reported have been resolved and your satisfaction has been ensured. Because we place great importance on customer satisfaction, the feedback we receive from valued customers like you is very important to us. For any questions, suggestions, or comments regarding Vivense, you can contact us. Thank you for your understanding, and we wish you a good day. Sincerely, Solution Center
