Vivense Refused to Accept My Golden Deer Frank Ray Canvas Return
On December 22, 2024, I purchased the Golden Deer Frank Ray 50X70 Framed Canvas Set from Vivense with order number 655f07213738. Since the product did not meet my quality expectations, I exercised my right of withdrawal and requested a return on December 28, 2024. Vivense customer service informed me that they would deduct 30 percent from my refund, which violates the Consumer Protection Law No. 6502 and the Distance Sales Regulation. I objected, stating that this deduction was unlawful. After considerable effort, I finally received a return shipping code and sent the product back. Despite Sürat Cargo attempting delivery three times, Vivense refused to accept the package. Their customer representatives continue to deny this, repeatedly telling me, "We are investigating, we will get back to you," merely to delay and stall the process. The ₺2799 I paid has not been refunded, and instead of offering a proper solution, the company seems intent on dismissing the issue through stalling tactics. I ask sincerely—what would you call this?
Hello, Thank you for your response. We see that the returned product is on its way. After it reaches our company, your refund will be processed within an average of 14 business days. Thank you for your understanding, we wish you healthy days. Sincerely, Solution Center
Hello, As I mentioned in the screenshot, the date I first sent the product is 13.01.2025. The current date is 07.02.2025. Normally, a shipment does not take this long. The product came to you once and since you did not accept it, it came back to Ankara. I am not the one saying you did not accept the product, Sürat Kargo officials are saying it. In short, I hope your response is not an attempt to prolong and stall the process. I will be reporting the outcome here.
Also, please do not provide misleading information. The product is currently waiting at the Ankara branch after you rejected it, and since I did not accept it, they will probably not send it back to you.
Hello, The issues you have reported have been resolved. We wish you good days. Sincerely, Solution Center
Unfortunately, the problem is not solved at all. I had paid over 2700 lira, and as if making me go through all this trouble wasn't enough, you refunded me 1959 TL after making a deduction. I want to ask you, based on what reason and law did you make a deduction from the refund?
