Yves Rocher Sent Wrong Gift Instead of Hoggar EDT Perfume

On October 4, 2026, we made an online purchase through www.yvesrocher.com.tr using my wife's account, under order number 5472694. We had originally planned to purchase approximately ₺2,000 worth of products, but after seeing the campaign offering an additional 70 ml perfume gift for purchases of ₺3,900 or more, we increased our cart to ₺4,087.82 specifically to qualify for the campaign and selected Hoggar EDT men's perfume on the gift selection screen. When our order arrived, we discovered that instead of the Hoggar EDT perfume we had selected as part of the campaign, we were sent a product called “Noix de Coco Coconut Gommage Corps Crème” which is a body scrub. We first contacted customer service through WhatsApp, and when we received no response, we contacted them by phone. Customer service told us that the perfume had been removed from the cart due to a system error and that they could not add it afterward, but despite being responsible for the error, they offered no solution. We have been regular Yves Rocher customers for years and have frequently shopped at its physical stores. Due to time constraints, this was our first online purchase, and this experience has seriously disappointed us. This approach, where a major and established brand encourages customers to increase their purchase through a campaign and then refuses to take responsibility by citing a “system error” is unacceptable. We specifically increased our purchase to qualify for the 70 ml perfume campaign, and we do not accept receiving a completely different and lower-value product in return. Due to this error, I request that the promised 70 ml Hoggar EDT men's perfume be sent to me in full without any additional charge. I do not want this matter to be dismissed with a simple apology; I expect a concrete solution and compensation that prioritizes customer satisfaction. Otherwise, I will openly share this negative experience with Yves Rocher, a brand I have recommended to people around me with confidence, and I will continue warning others, particularly regarding the reliability of its campaign promises.