Zen Diamond Product Return Problem
I visited Zen Terracity store on May 12th to check a product I liked on their website. The item was not available in-store. The sales representative suggested I could order it online or opt for in-store pickup, assuring me there would be no difference in terms of return or exchange. I made the payment for the product. Although the delivery date was stated as May 20th, I realized on May 22nd, when I called Zen, that it was marked as May 30th. When the specified date passed, I called Zen on May 31st to inquire about the product. They informed me it hadn't arrived yet but assured they would notify upon its arrival. Later, they called from the Terracity store to confirm the product's arrival. I went to the store on June 4th morning to pick up the item to gift to my spouse. However, upon seeing the product, my spouse was dissatisfied as it looked very different from the pictures. On June 5th, I visited the store to return the item. Contrary to what was previously stated, they informed me that since I had physically received the product in-store, they would make a 50% deduction for the return. If I had ordered the item for delivery to my home instead of picking it up in-store, I would have been eligible for a 100% refund. It's evident that Zen Diamond, like other stores, prioritizes its profits over the trust of its customers. I intend to exercise all legal rights in this matter. I would also like to warn prospective buyers; instead of opting for in-store pickup, choose the product in-store, then order it online from the website. It seems that store employees exploit this to earn commissions, and Zen Diamond Headquarters turns a blind eye to it. By following the mentioned approach, you can protect yourself from being victimized by Zen Diamond!
Dear Hamdi T., First and foremost, we sincerely apologize for the unfortunate experience of order delay you encountered at our store in Terra City Mall during the mentioned period. Our company is focused on fulfilling its responsibilities to all customers and creating unconditional customer satisfaction. Feedback from you on areas where we fall short is of great importance to us, and we observe and retrain our staff and store that are lacking in this regard. In this context, we thank you for giving us the opportunity to see and correct our mistakes. All our return and exchange procedures in our stores have been prepared by reviewing the Law No. 6502 on Consumer Protection, and all the rights of our customers within this framework have been meticulously observed. All products purchased from our stores can be exchanged within 14 days from the date of sale under the conditions written below, provided that it is determined they have not been used. If your jewelry meets the conditions for return, 50% of the amount you paid will be refunded to you. If you wish, we can issue your refund amount as a Gift Card without any loss. With the Gift Card, you or your loved ones can make purchases at a later time. Alternatively, you have the right to exchange without any loss within 14 days. The first step to benefit from the right to exchange without any loss is to visit any Zen Diamond Store within 14 days with all the documents provided to you at the time of purchase and have our Jewelry Consultants check if your jewelry is eligible for exchange. We would like to inform you that we will be happy to assist you with every detail. Sincerely, Zen Diamond Guest Relations.
