Bosch Refrigerator Delivered Damaged and Replacement Refused

Trusting the Bosch brand, I purchased a KGN76CIE0N model refrigerator on April 25, 2026, from Yılmazer Merkez Store located in Alsancak, Konak (Izmir). My order (No: 640*****0000432) was delivered to me on April 29, 2026, via Borusan Logistics. However, the product was delivered in a damaged condition.

Even though the damage was noticed during delivery, the courier told my 80-year-old relative at home that “it’s just a foam mark, nothing serious,” and had them sign a document stating that the product was received in good condition. About 15 minutes after delivery, the authorized Bosch service team arrived for installation. I informed them that the product was damaged, that I did not want installation, and that I was requesting a replacement. The service staff identified the dents and impact damage on the refrigerator, took photos, and officially recorded the issue. It is clearly impossible for such damage to occur within such a short time after delivery.

I also contacted Bosch customer service and filed a complaint, and the retailer I purchased from opened a complaint record as well. However, in the response I received today, I was told that Borusan Logistics had provided Bosch with a video showing the product from all sides after opening, and since no damage was visible in that video, my replacement request was denied. I stated that there is no proof that this video was actually recorded in my home, and relying solely on this video is unacceptable.

As clearly shown in the attached photos, the damage is not superficial scratches but serious dents caused by impact. Despite the authorized service documenting this damage during their first visit, both Bosch and Borusan Logistics are avoiding responsibility. This has completely undermined my trust in the brand.

As a consumer, I am exercising my legal rights and requesting either a full return of this damaged refrigerator or a free replacement with a new, defect-free unit. Otherwise, I will proceed with filing a complaint to the Consumer Arbitration Committee and pursue all legal remedies available to me.