02-20-2020 05:49 PM
Hi. Every single steelbook I've ordered and had shipped to me has come in damaged this week. I don't live close to a best buy and will need to drive 60+ miles in order to return these. I'm not talking about one or two items, so far I have a stack of 5 steelbooks that I need to bring back with more most likely tomorrow.
What is happening here and why doesn't best buy ship these products in a box?
02-20-2020 06:55 PM
Welcome back to our forums, Saraph,
Regardless of the item, we’re hopeful our customers will receive their orders from us without damage or defects, so it’s disappointing to hear your recent SteelBook orders haven’t arrived in pristine condition as of late.
As it sounds like you’re aware, our Return & Exchange Promise offers our customers the ability to return or exchange their orders that are damaged in shipping to us, within their return and exchange time period. I can certainly understand not wanting to driver over 60 miles to return your orders to us, so if you’ve purchased these SteelBooks with us through BestBuy.com, don’t hesitate to utilize the prepaid return label available to you.
02-20-2020 07:07 PM
Sean, even though their name implies a more robust enclosure, steelbooks are actually very fragile items. Every one I've recieved this week has been dented or outright bent down the middle. One item, It Chapter 2, is no longer available at any best buy within 250 miles of me nor online. To me this is a complete waste and could have been avoided if these items were sent in a small box. Bubble mailers should never be used for fragile items at all.
02-21-2020 10:52 AM
We appreciate you sharing this feedback with us, Saraph. We’re always trying to improve the level of service that we offer, and that includes the shipping methods and packaging we use for orders. I know sometimes thing happen during shipping, but that is no excuse. We rely on feedback from customers like you to identify the areas where we stumble or fall short.
Although, I know the store is a bit further from you, you look into choosing Store Pickup, for these type of items, this is something I use most of the time when I shop, which may help in the future. Thanks again for sharing this with us.
02-21-2020 11:50 AM
Deysha, Im honestly surprised by how this is being treated. I'm an elite plus member, though I doubt that matters much in terms of the service we that are in this tier are provided. Of course I've done pick up options recently and in the past for items I did not want damaged, but this isn't a solution but a band-aid. I moved though, to a location that honestly has everything except a best buy around me.
The Monroeville best buy is technically the closest to me but takes a little over an hour to get there. On a particularly congested day it could take anywhere between an hour and a half to two hours one way. I don't typically like to make it a habbit of planning an entire day around store returns, but since I've had to rely on shipping methods over the past year I've had to plan these days more and more as my words fall on deaf ears when it comes to how items are shipped to me.
I've even tried waiting and ordering multiple items to see if a box is used but alas, everything arrives individually in bubble mailers beat to hell. I can give you a long list of orders from my purchase history that are returns/exchanges due to items being damaged which I'm surprised you did not ask for.
I'd like real action taken here and not platitudes. I have replacements coming in today and monday, one item I can no longer get, and one replacement I received yesterday was damaged as well. The rest I will try and get at the brick and mortar store tomorrow if I can. This is getting very expensive as I basically just purchased 5 items twice.
Please tell me you have some reasonable and realistic way of helping me and the rest of your customers with this.
02-21-2020 01:23 PM
We ship everything with an expectation that the shipper will handle it with care. We appreciate your feedback, and we have documented it here. Because all of this feedback gets reviewed internally, we wouldn’t be able to comment on any potential actions taken from said feedback. Regarding the double purchases you’ve made and don't want to keep, don’t hesitate to utilize the prepaid return label available to you, to ship them back for a potential refund.
Thank you for posting.
02-28-2020 05:40 PM
"We ship everything with an expectation that the shipper will handle it with care."
This is absolutely unacceptable. You can't expect to ship a delicate item in slightly thicker paper or thin plastic and think that a good outcome will prevail 100% of the time. That's fantasy, the reality of it is that all package delivery services are brutal on things. It's up to the SHIPPER to get it packaged right for a myriad of incredibly obvious reasons.
That being said, another week, another 3 steelbooks I have to take back due to damage.
02-29-2020 12:28 PM