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Posts: 9
Registered: ‎11-04-2015

Item arrived very damaged

Got some blurays in the mail.  They are basically completely smashed into little shards of plastic.  I take it I need to dump the contents in an envelope or box and send them back in order to get a refund?  Just wondering since they are clearly beyond any hope of ever being sold.  Don't have a local Best Buy or I'd just stop in.



Posts: 5,177
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Registered: ‎11-29-2016

Re: Item arrived very damaged

Good afternoon, brianmatthew,


Welcome back to our forums!  I’ve received a few damaged orders that have been sent my way over the years, and it’s often a frustrating experience when it happens.  I’m sorry to hear this seems to be the case with your recent order with us, but I’ll be happy to offer some steps you can take going forward.


Our Return & Exchange Promise outlines your options when your order happens to arrive damaged, and you’ll find more information in the terms of our Return & Exchange Promise here.  I’ll also include the specific verbiage pertaining to your issue below:


Damaged, defective or incorrect items

If you receive a product that is damaged in shipping, defective or that is not the product you ordered, please return it during your return and exchange time period to Best Buy and we'll arrange for a replacement. If you would rather return the item by mail during your return and exchange time period, please call us for special instructions at 1-888-BEST BUY (1-888-237-8289).


If there isn’t a Best Buy store nearby, I’d recommend utilizing our prepaid return label, which you can access through your purchase history, and after applying the label to your package, drop the package off at an authorized UPS drop-off location, and ship it back to us during your return period.


I hope this helps, but if you have any other questions or concerns, feel free to visit our Support Forums any time.


All the best,

SeanM|Social Media Specialist | Best Buy® Corporate
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