Zen Diamond – No Resolution Provided

I purchased a silver bracelet from Zen Diamond at Viaport Shopping Mall in Türkiye. The bracelet originally had a bright silver-gray color and I was satisfied with its appearance when I bought it. I later submitted the bracelet to the same store for repair of a broken connection and requested only that the tarnished areas on the inside be cleaned. After approximately three weeks, I went back to the store to collect it and saw that the bracelet’s color had changed dramatically. Instead of its original silver-gray tone, it had turned into a very dark, almost black color. When I pointed this out, the store employee first claimed that the bracelet had always been this color. Afterwards, I was told that the polishing process had revealed its “real” color, and then I was given another explanation that jewelry displayed in stores can fade over time. These changing and contradictory statements seriously damaged my trust in the brand. I requested documentation showing what kind of repair and polishing procedures had been applied, but no service records or written information were provided to me. At first, comparing my bracelet with an identical original model was mentioned as a possibility, but this was later refused on the grounds that the product was made to order. At no point did I request or give consent for any change to the bracelet’s original color, appearance or design. My only request was the repair of the broken connection and cleaning of the tarnished interior areas. The before-and-after photographs that I am attaching to this complaint clearly show the difference in color and overall appearance. Due to the contradictory explanations, lack of transparency and the failure to offer any satisfactory solution, I have lost my trust in Zen Diamond. I am not asking for a refund; I demand that my bracelet be restored or remade so that it is in the exact original color, design and specifications it had when I purchased it. I am also filing a formal complaint with the Turkish Consumer Arbitration Committee in order to protect my legal rights. I expect Zen Diamond’s management to investigate this incident, provide a written explanation of what was done to my bracelet, and offer a clear, concrete resolution that fully corrects the situation.