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Regular Member
Posts: 46
Registered: ‎07-03-2011

Video game arrived missing a disc, no exchange, no refund.

I ordered Kingdom Hearts The Story So Far. This comes on 2 discs. When it arrived the package was damaged and the corner of the game case was cracked and some of the cellophane was torn. No biggie I thought until I opened it and the second disc was missing.

I tried to exchange it twice at my local Best Buy. I was told both times there was nothing wrong and everything was on one disc. I explained that I thought they were wrong per my son who told me there should be 2 discs.

Ultimately I gave up and decided to mail it back for return along with a note explaining my situation. Today the package came back to me saying it was ineligible for return because the package was opened!

So now what am I supposed to do? I am about to dispute the charge with my credit card but I would rather get resolution with BBY directly.

Even if I could just get a replacement like I initially asked for I would be happy.
Posts: 18,193
Topics: 2,988
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Registered: ‎09-29-2008

Re: Video game arrived missing a disc, no exchange, no refund.

Welcome back to our community, mx5xm.


It's only ever happened to me a few times, but receiving a shipment that's damaged and has parts missing is disappointing to say the least. It doesn't help at all when your attempts to rectify the situation are not met with success. I regret that this has been your experience.


I'd like to look into this for you, but will need some information to begin. If you will please send me a private message that includes the following, I’ll do my best to help:


  • Your full name
  • Your telephone number
  • Your email address
  • Your order number


To send me a private message, please click the button labeled "Private Message" in my signature below. 


I look forward to hearing from you.

John|Social Media Specialist | Best Buy® Corporate
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