I'm not alone in this observation. You can find many other customers complaining about this issue in other threads on the Best Buy Forum, posts on third-party forums, and in the reviews of select products (particularly those for collector's edition items).
Generally, it's the seller's responsibility to make sure an item reaches the buyer safely and undamaged.
Standard video games should be shipped in a high-quality, slightly oversized padded mailer or a sturdy, well-padded box.
Orders containing two or more games should always be shipped in a sturdy, well-padded box.
"Collector's Edition" releases should always be shipped in a sturdy, well-padded box.
By "well-padded," I mean more than "lob a single air packet in there and hope for the best." These items should be protected on all sides. They should not be able to slide or bounce around. They should not be able to come into direct contact with any of the box's inner sides.
Regardless of whether shipping is "free" or paid, there's no excuse for poor packing practices. I understand that, sometimes, unfortunate things happen and an item will have a really rough go en route to its destination. This isn't what I'm talking about.
I'm talking about easily avoided product damage through packing practices and use of materials that are appropriate for the item(s) at hand.
The solution shouldn't be "just order for in-store pickup." That's not always possible, and with that logic, why even have the option to order for shipping at all? Suggesting in-store pickup as the solution to bad shipping practices is disingenuous and completely ignores the real issue: Items are not being packed adquately for shipping.
I shouldn't have to feel apprehensive about making a purchase through bestbuy.com. Knowing that my purchases are packed well and will arrive in the same condition they shipped out could easily make Best Buy my primary destination for video games and related collector's items. Many other retailers are guilty of negligent shipping practices; this is one area of opportunity for Best Buy to really step up and stand out.
I'd love nothing more than to see this change, and I'm sure there are others out there who feel the same way.
Thanks for the feedback! I can assure you that we consistently do a review of these aspects of our business.