On April 13, 2026, I purchased Lenta shelf-style garden furniture and a wardrobe from the Vivense Mersin Yenişehir branch. The exact garden furniture model I originally wanted was not available in the store, but based on the recommendations and guidance provided there, and my own estimation that it would fit my balcony, I decided to purchase the product.
However, after returning home and checking my balcony measurements again more carefully, I realized that the garden furniture would absolutely not fit in my space. Because of this, on April 17, 2026, I submitted a cancellation and refund request for the garden furniture. Despite the product being completely unusable for me, my request was rejected.
I find this approach unacceptable. Even products considered highly personalized, such as clothing items, can often be canceled or returned, yet I was told that a garden furniture set that physically cannot fit into my home could neither be refunded nor exchanged for a smaller alternative model. I am effectively being forced to keep a product that I paid approximately $1,262 USD for even though I have no possibility of using it.
In addition to this issue, I was informed that the wardrobe would be delivered between May 5 and May 8. Since I would be out of town and the delivery schedule was not followed as promised, I informed Vivense customer service through the mobile contact number provided. During my conversation with a representative identified as Ms. B****, I was told that if I could not accept the wardrobe delivery during that delivery window, I would be charged an additional shipping fee for the next delivery attempt.
In other words, not only is Vivense refusing to cancel and refund a garden furniture product that I cannot physically use, but the company is also threatening to charge me extra shipping fees for a wardrobe delivery delay that was caused by their own failure to follow the promised schedule.
I request a full refund for the unusable garden furniture I purchased and also demand that no additional shipping fee be charged for the wardrobe delivery due to the delivery dates not being honored by Vivense.
If these issues are not resolved and my customer rights continue to be ignored, I will file an official complaint with the Consumer Arbitration Committee and pursue all available legal remedies.
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