Received a Damaged Instant Pot – No Apology, Only Blame

I purchased an Instant Pot Pro online from Hirsch’s Silverlakes and collected it in-store. Once I got home and properly unboxed it, I discovered two clear sc****s on the rim of the pot. These were not packaging scuffs — they were visible, physical damage to the unit itself.

When I contacted Hirsch’s to report it, instead of receiving an apology or an offer to make things right, I was referred to a clause in their collection email telling me I should have checked the item before leaving the store — as if this excuses them from selling a damaged product.

This response was both disappointing and inappropriate. The Instant Pot is a sealed, boxed appliance. It’s completely unreasonable to expect customers to unpack and thoroughly inspect a large, complex electronic item inside the store — especially near closing time, with no space, tools, or proper lighting to do so.

Instead of taking responsibility for delivering a damaged item, the tone of the response was dismissive and subtly accusatory — with no ownership or apology. It felt like they were more interested in shifting blame than resolving the issue.

I am now left having to arrange an exchange on my own time and hope that a replacement will be available — something they also did not confirm clearly.

Very disappointing service from a retailer I expected better from.