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New Member
Posts: 7
Registered: ‎03-26-2021

Order was very damaged on pick up!

Hello,

This morning, March 26th I went to my local Best Buy and picked up my copy of the Monster Hunter Rise Collector's Edition and Monster Hunter Rise Switch Pro Controller. Both of these items were damaged. The box of my collector's edition is severely indented on the side, it almost looks like it was punched, and the bottom of my controller box has a portion of it ripped open, an entire corner! I took them home as is knowing they didn't have anymore in store.

I called support upon returning home and went through 2 representatives who put me on hold for 5 minutes and then hung up on me until the 3rd representative told me there was nothing they could do and that I had to return to the store.

During my lunch break today I returned to the store to plead my case and ask about the possibility of a replacement for both items. At first the manager I spoke with accused me of being a scalper and looking for items in perfect condition to resell before telling me there was nothing he could do. First of all I am not a scalper I am a collector, my special editions will be used or displayed. After talking with him a bit more he gave me a $25 gift card and said sorry that's all I can do. I didn't even want a refund, I want replacements for my items!! Please someone help me, I just want to play my game and display my new pieces in my collection!!
New Member
Posts: 7
Registered: ‎03-26-2021

Re: Order was very damaged on pick up!

I would be more than happy to supply photos of the damage as well, don't hesitate to ask!
Best Buy Employee
Posts: 2,456
Registered: ‎01-09-2015

Re: Order was very damaged on pick up!

It does appear that both of the items in question are sold out.  There is no guarantee that these items will be restocked, so precuring replacements will likely not be possible.  If the items are damaged, it would be best to seek a return while you are still eligible.  I know this is not the news you were seeking, but there isn't a backup stash of these out there in which they can replace your items with.

I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
New Member
Posts: 7
Registered: ‎03-26-2021

Re: Order was very damaged on pick up!

Ok that I understand, but is there a way to get in contact with such a person? Last time I had to deal with something like this was on Amazon. They purchased an undamaged item from a 3rd party seller and replaced it that way. Surely a company as large as Best Buy could manage something as well? I'd like to be able to speak to someone at the corporate level and try to get this figured out. I'm not interested in a return, I want the items I paid for in "new" condition not the condition I have received them in where it looks like a delivery driver played soccer with them.
Posts: 10,236
Topics: 1,527
Kudos: 745
Blog Posts: 0
Solutions: 323
Registered: ‎11-10-2008

Re: Order was very damaged on pick up!

Best Buy can't purchase from a third party like Amazon and replace it. Either Best Buy has the item, or they don't so if you can't get it replaced  you would most likely need to return for a refund.

***Please keep in mind that I am not employed by Best Buy and are just a regular forums Super User and an everyday shopper like you. If you find my posting helpful, please add kudos to it. Remember to mark answered questions as solved if something helped you to speed up the answer queue for other customers***
New Member
Posts: 7
Registered: ‎03-26-2021

Re: Order was very damaged on pick up!

Might I ask why? Best Buy has an eBay store don't they? How come they can't purchase from a 3rd party there and replace my items? I'm not looking to pay +$60 markups on both of these items to get them in good condition when Best Buy is the one who gave me damaged items in the first place. How about I buy from the 3rd party then and foot Best Buy the bill? I've had these pre-ordered for months, put my trust in this company to provide me with quality merchandise and even did store pick up to explicitly avoid extra shipping because I know stuff like this happens. To be honest why these were even given to me in the state they are is baffling. I'm still not looking for a refund.
Trusted Contributor
Posts: 2,519
Registered: ‎02-07-2011

Re: Order was very damaged on pick up!

You littererally only have two choices....

Return it for a refund or keep it....
New Member
Posts: 7
Registered: ‎03-26-2021

Re: Order was very damaged on pick up!

A very insightful comment from a "valued contributor". I can definitely see why you were given that title if all of your responses are a similar level of quality. I don't believe I only have two choices which is why I'm looking to speak with someone a bit higher up. And if those truly are my only two choices then I'd take both, the only way I'm accepting a refund is if it's full and I get to keep these items. I'm not taking a refund, returning them and paying a mark up for Best Buy's mistake.
Trusted Contributor
Posts: 2,770
Registered: ‎01-18-2010

Re: Order was very damaged on pick up!

I'm confused about this, because it seems that you accepted the items in the condition they were in, knowing that they were in that condition. It would be much different if it had been a delivery and they had arrived in that condition.

It's unfortunate, but both items are still usable; the game is playable and the controller works, yes? And the amiibo is still intact? And the store provided a partial refund in the form of a $25 gift card?

If the items were not going to remain sealed anyway, then the collectible / resale value of them was already lowered by the items being used.

It sucks that the boxes may not be as pretty to display as they might have otherwise been, but can the amiibo still be displayed?

I'm sorry to hear about this. I'm glad that the store didn't say something petty like "you should have picked it up earlier when there were more in the holding bay to choose from". That would have probably made me pretty upset.
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*disclaimer* I am not now, nor have I ever been, an employee of Best Buy, Geek Squad, nor of any of their affiliate, parent, or subsidiary companies.
New Member
Posts: 7
Registered: ‎03-26-2021

Re: Order was very damaged on pick up!

I only accepted them in the condition they were in because I knew that they wouldn't have any more in store which was later proven when I went back later in the day. I was given a $25 gift card after being accused of trying to resell them and then being told this was the only thing they could do. $25 for items that total almost $200.

I don't know if everything works as I know Best Buy won't take back items if they're open so I really don't know about the condition inside. And yes they'll be awful to display as is. I don't plan on reselling them.

I've basically given up at this point and have contacted Capcom support instead. I will be canceling the remaining preorders I have through Best Buy and will no longer do business here in the future.