Vivense Defective Order - Replacement Delayed Four Months

On July 13, 2025, I purchased one table and four chairs (Order No: 139f07389686) from the Vivense Çiğli store, paying a total of ₺29,788.20 plus an additional ₺1,000 for installation. When the service team came on July 19 to assemble the products, they found multiple cracks, scratches, and paint defects on both the table and chairs, as well as structural instability in the chairs. The service team confirmed during installation that the products were defective. We contacted Vivense multiple times via email and WhatsApp to resolve the issue and exchanged messages for four months. Eventually, we were informed that the product was no longer being produced, that a replacement would be arranged, and that this had been agreed upon. However, for the replacement process, Vivense asked us to disassemble, repackage, and ship the products ourselves—even though their own team had done the installation and discarded the original packaging—and they also demanded an additional fee for this. Since the packaging was removed by their staff, it’s impossible for us to repackage the items. We have been left in a difficult situation, and Vivense refuses to help, citing “procedure.” We expect Vivense to handle the disassembly and packaging of the defective items at no cost and to deliver the agreed replacement without any further issues. We have been waiting for four months for this matter to be resolved.