Zara Refused to Accept My Unused Online Purchase Return

Sevinç

This evening, between 8:30 PM and 9:10 PM, I went to the Zara store in Marmara Forum to return a product I had purchased online. The store’s checkout staff were working very slowly and looked visibly displeased. After waiting in line for about half an hour, when it was finally my turn, a curly-haired male staff member took the item I wanted to return to the back room without saying a word. Moments later, he returned with the men's department manager, Mr. A***, and told me that the item smelled of cigarette smoke and could only be returned after being aired out. There was absolutely no such smell—despite the fact that I do smoke, using that as an excuse was completely unreasonable. It felt like a baseless accusation, and the staff showed no sense of courtesy or understanding of customer satisfaction. Although the product still had its tag and was unused, they refused to accept the return. Employees like these—even those labeled as managers—clearly cannot represent a global brand and seem dissatisfied with their jobs, as reflected in their lack of friendliness, professionalism, and work ethic. I am formally complaining about the men’s department manager, Mr. A***, and the tall, mustached, curly-haired male staff member. I was unjustly denied my legal right under Turkish Commercial Law to return a product within the appropriate time frame, in unused and undamaged condition, as delivered. I reserve all my legal rights.