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Posts: 40
Registered: ‎11-16-2014
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Item was damaged in transit. Haven't heard back from CS. What to do?


I received one of my orders which contained 2 movie sets (one was a single set and the other a steelbook boxset) in damaged condition.

The boxset of Jurassic Park 4K was in good shape but with a couple of dents that I can live with.  However, Annhiliation 4K arrived with a broken case - falling apart, one of the discs had a scratch which makes it unplayable, and the slipcover was destroyed.  I think the package was damaged during transit and the single movie received the worst part of the hit.  My order was deliverd on June, 2nd.

A week later I found the time to call CS.  They told me they had to get back to me because the movie wasn't in stock and I really wanted the movie (which was a Best Buy exclusive), and didn't want a refund, also I didn't have the means nor the time to put the pieces of the movie back together and send it back.

Well, I have been waiting for more than 2 weeks for CS to call me since the movie is back in stock but nothing, and when I call they say I have to wait 20 minutes to get a representative to attend my call, which to be honest, is time I don't have.

Any suggestions?  My nearest store does not carry the movie and I feel I'm running out of time.  I paid for something brand new and I received it literally in pieces.  That's not acceptable.

Posts: 5,930
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Registered: ‎11-30-2015

Re: Item was damaged in transit. Haven't heard back from CS. What to do?

Hello NosajThing,


Welcome to the Best buy Support Online Forum Community! Noticing that movie sets you had ordered on damaged is disappointing. I’m sorry to hear that our support teams over the phone promised to follow up once the items were in-stock again to discuss your options, but they didn’t.


Can you please send me a private message with your order number, and your phone number? I’d be happy to review your order to see how we might be able to assist you moving forward. You can send me a private message by choosing the blue “Private Message” button next to my name at the bottom.



Mariah|Social Media Specialist | Best Buy® Corporate
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