02-06-2019 11:31 AM
Solved! Go to Solution.
02-06-2019 12:55 PM
Welcome to our community forums. It hasn't happened to me often, but I can think of one instance where I placed an order and was excited for it to arrive, only to discover the packaging was empty upon opening it. Needless to say, I wasn't a very happy camper. I'm sorry to hear you've had a similar encounter with your recent pre-order.
If your pre-order was made on BestBuy.com and shipped to your home, you should be able to either return it to us by mail using a prepaid return label, or to your local Best Buy store for an exchange. If you choose the latter option, you'd just need to bring along a proof of purchase (your order confirmation email would suffice) as well as the item and its packaging. On the other hand, if you pre-ordered this movie and picked it up in-store, I'd recommend visiting that same store and speaking with a manager to explore further options.
I hope this helps! Let me know if you have any other questions, anytime.
02-06-2019 01:23 PM
It shouldn't be a big deal if you don't have the plastic or shrink wrap that encased the DVD. As long as you have the rest of the box's contents and a proof of purchase, that should be all we need to exchange this in-store. If the store you visit doesn't have the item in stock, they should be able to help you create an exchange order and ship a new copy to you at no extra cost.
If I can help with anything else, feel free to reach back out.