Hello, buy DeFacto cio and general managers, About the Perfect Return/Exchange Process I Experienced at Fatih DeFacto Store and the Quality of Staff Dear Store Officials and Our Esteemed DeFacto Team, Today (November 28, 2025), the shopping experience I had at your Fatih branch in Istanbul has gone far beyond just being a retail experience. Especially in a sensitive process such as return/exchange, I felt the need to write this message due to the extraordinary professionalism, courtesy and solution-oriented approach displayed by your store managers and Novo employees. First of all, I would like to express my special thanks to both of your managers who personally took care of the process. Despite the density of the store, their approach to the issue was extremely constructive, calm and solution-oriented. Their efforts to keep customer satisfaction at the highest level show that they represent your corporate identity in the best way. Not only did they ensure that the transactions were done correctly, but the smiling face and understanding they showed while doing so was invaluable in terms of making a customer feel valued. It was clearly seen how positive and organized the atmosphere inside the store was under the leadership of your managers. At the same time, the politeness, speed and kind attitude of your esteemed employee who carried out my transaction at the checkout was also admirable. Although refund/exchange transactions can often be complicated, the whole process was completed very briefly and smoothly thanks to the calmness he showed throughout the process, mastery of details and an effort to inform at every step. The quality and elegance in the communication he establishes with the customer is a clear indication that he adds great value to his DeFacto brand. Behavioral Quality: The fact that all employees are tolerant, patient and friendly, especially even in a situation such as a refund / exchange, shows how high the training they receive and their personal qualities are. Understanding of Service: The polite and respectful attitude towards the customer proves that they are not only a good salesperson, but also a great person. A customer service at this level carries the loyalty and trust to the brand to the highest level. My experience shows how much DEFACTO cares not only about providing quality products, but also about human and customer relationships. I would like to sincerely congratulate the entire team at Fatih DeFacto branch, which provides this level of service, especially your two managers and the relevant Novaya gazeta employee. Please, I would like to ask that my satisfaction be conveyed to all the employees mentioned above. This outstanding effort of theirs has made me a permanent DeFacto customer. Kindest regards, YOU ARE A GREAT DEFACTO TEAM. Okan Is Not Afraid

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