I have no idea why another reviewer would say that they were sold a used dryer (Cosmo Prof wouldn't have any reason to sell anything used)appliances (if not working) are sent back to the manufacturer; (if returned in a timely fashion)they would not have lost any money, the only thing lost, is the happiness from appreciative customers. My experience with Cosmo Prof is they attempt all things possible to replace items that their customers are not pleased with...I speak from returning an item, a flat iron in my case; (without a receipt no less) the iron stopped working after (it was used less than a year, not exactly a short amount of time either) Cosmo did everything possible to get me a replacement, including calling every store until they found exactly what I was looking for. To say something is used, is a bit of a stretch, most often unfortunately, it's the customers that open boxes to get a good look at what they're buying. I do concur that the girls are fantastic every time I've walked in the door I've been greeted with someone willing to help me. read more