Jacket Exchange Guarantees Unfulfilled at Zara Istanbul Mall

I bought a jacket from Zara at the Mall of Istanbul, but the sleeves were worn out, there were no zipper protections, and it didn't have a tag, which makes me think other people might have tried it on. The store said they would exchange the product for me. They brought the item from the warehouse to the cash register, but when they tried to exchange it, they refused and didn't offer any solution. I want you to do something to fix this issue. I'm really disappointed because I was promised that I could exchange the defective jacket at the store, but that didn't happen. Now I'm looking for a way to resolve this unsatisfactory experience I had while shopping at Zara in the Mall of Istanbul.