My Lovely West Coast Vibe Highlighter from Watsons Arrived Broken

I recently purchased a Lovely West Coast Vibe Highlighter Powder for ₺179.90 from Watsons, but it arrived broken. I contacted customer service with photos, and they offered to provide a store credit for the broken item's value, which I accepted. They told me not to return the product. This conversation took place on July 8th.

My original purchase on June 23rd qualified for a promotion where spending over ₺800 earned ₺400 in reward points. I earned these points but couldn't use them due to financial constraints and the delayed store credit. The points expired.

When I contacted customer service again today, they claimed I never requested a store credit or refund for the broken item! Due to this miscommunication, I not only didn't receive compensation for the broken product, but I also lost ₺400 in reward points.

After showing them a screenshot of our initial conversation, they agreed to provide the store credit but refused to reinstate my expired points. I'm requesting my points back as compensation for the inconvenience.

I'm dissatisfied with Watsons and their customer service's carelessness. They misrepresented our conversation, causing me to lose both money and points. I'm particularly upset with the second customer service representative, C****, who was unhelpful and tried to cover up their mistake even after I provided proof. She didn't answer my questions properly or advocate for my rights.

I'm filing a complaint against Watsons and their customer service representatives.