TurcamartReviews of turcamart.com

Reply from TurcamartOct 22, 2026

Lori Anne, thank you for sharing your experience, and we’re sorry the order didn’t feel right when it arrived. We looked into it and wanted to explain what happened. Your order included 11 different products, and two of them were short on stock with no new shipment arriving soon. Rather than hold the whole order, we added similar products in their place so everything else could ship on time. You were not charged for those substituted items, and the two products we couldn’t send were refunded the same day you contacted us. Refunds for anything we can’t deliver are always part of how we handle orders. We also asked for photos of the broken crackers and cookies so we could review the packaging properly, and we would be glad to look at them if you have any. About the taste, we don’t keep near-expiry products in our stock. Products made in Türkiye have their Best Before dates printed as DD/MM/YYYY, which is easy to read as MM/DD/YYYY in the US, so a fresh product can look close to expiry or already expired. We explain how to read these dates here: https://turcamart.com/blogs/our-blog/dont-be-confused-by-dates-understanding-tett-or-skt-for-turkish-products If you’d like us to take another look at anything, you can reach us at via email and we’ll go through it together.

Reply from TurcamartJul 11, 2026

Thank you for sharing your feedback. We're sorry to hear that you were concerned about your shipment while it was in transit. Your order was placed on **30 June at 11:54 AM** and was handed over to **FedEx** less than 16 hours later, on **1 July at 3:43 AM**. While in transit, the shipment experienced a temporary carrier delay, which was outside of our control. As soon as we received your Trustpilot review, we contacted you to better understand the situation. On **8 July**, you informed us that the package had not yet arrived, and we continued to monitor the shipment closely. According to FedEx, your package was successfully delivered and signed for on **9 July**. After delivery, we reached out several times to confirm everything had arrived safely, but unfortunately, we did not receive any further replies. Providing excellent customer service is our highest priority, and we remain committed to supporting our customers from dispatch through to successful delivery. If your experience has changed now that your order has been delivered, we would truly appreciate it if you would consider updating your review to reflect the complete outcome. Thank you again for your feedback and for choosing Turcamart.

Reply from TurcamartMay 14, 2026

Dear Dina, Thank you for sharing your experience. We take every review seriously, and we want to respond to each of your concerns openly — not only for you, but also for anyone else reading this who may have similar questions about how we ship our products. We have also reached out to you directly via email with a personal resolution. We hope you've had a chance to read it. — On refrigeration and food safety — Pınar Light Mayonnaise is a commercially sealed, shelf-stable product. Like Hellmann's, Best Foods, or any major supermarket mayonnaise brand, it is stored and sold on regular grocery shelves — not in a refrigerated section — until the jar is opened. The label reads "After opening, keep in the refrigerator between +4°C and +10°C," which means refrigeration is only required once the seal is broken. Because of this, ice packs were not included in your shipment — they would have been unnecessary for an unopened jar, and would have added unnecessary weight and cost. An unopened jar of commercial mayonnaise at room temperature is completely safe. We also want to address your concern about the sun and the warmth of the package. Our records show that your delivery was completed at 11:40 AM, when the outdoor temperature was 66°F (approximately 19°C) — which is essentially typical indoor room temperature. 11:40 AM is also well before the afternoon heat peak. Even setting that aside, the USDA's food safety "danger zone" applies to perishable items requiring refrigeration — which an unopened, shelf-stable jar does not. We regret that this information wasn't prominently displayed at the time of purchase. We are working to add clearer storage and shipping notes to our product pages so future customers can shop with full confidence. — On the styrofoam packaging — We genuinely appreciate your environmental concern — it's one we share. We want to be transparent about why foam was used: your order included a glass jar, and the expanded polystyrene (EPS) cushioning was there specifically to prevent it from breaking during a long international shipment. Arriving intact matters to us and to you. Regarding California's SB 54 legislation (as your address is in CA): the law bans EPS food service ware — single-use items like takeout containers, disposable cups, and plates. It does not apply to protective packaging materials used to ship fragile products such as glass jars. Our packaging was fully compliant with California law. That said, we acknowledge that "legal" and "ideal" are not always the same thing. We are actively researching more sustainable protective alternatives for glass items, and your feedback is part of what drives that effort. — On where we ship from — Turcamart ships orders directly from Türkiye — not from New Jersey or any other US location. We are a Turkish grocery store in the truest sense: our products are sourced and shipped straight from Türkiye. We do not believe we have stated or suggested otherwise anywhere on our website, but if that impression was created somehow, we sincerely apologize and will review our messaging to make this clearer. This is also why our products are authentic — they come directly from the source. — Our commitment — Dina, we're sorry your experience didn't reflect the care we put into every order. We've sent you a personal message with a goodwill offer, and we hope to have the chance to make this right. To anyone else reading this review: we stand behind the safety and quality of our products, and we are always available at [email protected] for any questions before or after your purchase. Warm regards, Turcamart Customer Service Team

Reply from TurcamartFeb 26, 2026

Thank you for your feedback. We’re sorry to hear about your experience and would like to clarify the situation. The shipment to Saudi Arabia was held due to a standard import requirement from the Saudi Food and Drug Authority (SFDA), not because the product was listed or classified as SFDA-regulated on our website. All product information on Turcamart accurately reflects the item’s contents and is kept up to date. Because the order included a company name (Four Seasons Hotel), the shipment was processed as a commercial import. The customs broker requested a simple non-resale declaration form, which we pre-filled and sent for signature. Unfortunately, this document was not returned to the shipping company via email, so the package could not be cleared and was automatically returned after the holding period. Although our policy does not normally allow refunds for orders undelivered due to local customs obligations, we still issued a refund minus shipping costs as a goodwill gesture. We always aim to support our customers through customs processes and are happy to assist with documentation whenever possible. If there’s anything further you’d like us to review, please feel free to contact us directly. We would also appreciate it if you would consider updating your review should you feel our clarification better reflects the situation.

Reply from TurcamartNov 15, 2025

Hi Trent, thank you for your feedback. We’re very sorry about the unfortunate situation with your package after delivery. We understand how frustrating it is when a package is lost after it has been delivered. As discussed, we recommended checking with TNT Australia first, and when that didn’t resolve the issue, we were glad we could work together to split the loss fairly. We appreciate your understanding and patience, and we hope this resolution demonstrates our commitment to supporting our customers even in unexpected situations. Please let us know if there is anything else we can assist you with.