Gaming Support

[Raiderman1992]

Hello,
I just picked up my collector's edition version of Elden Ring from the store. As I opened everything, I noticed the plastic packaging around the statue was all cracked and broken, and the two wings on the helmet of the statue were broken off. Is there a way to get the statue replaced?

[Rich-BBY Social Media Specialist]

Hello, Raiderman1992, and welcome to our online community!

Thank you for posting on our forums regarding your experience.  Getting a damaged product is not ideal. I can understand wanting this addressed. I'd like the chance to follow up on this and assist. The quickest resolution would be revisiting the store and having them exchange it for you.

I can also see what options we have,  I will need to verify some information, could you please send me a private message that includes your:

Full name

Email address

Phone number

Customer Service Pin (located bottom of receipt) or Order Number

As long as product is available to order on BestBuy.com I may be able to assist.

I'll keep an eye out for your message.

Best,

[enzoshadow]

Same issue, my Elden Ring collector’s is also damaged. Call the store for exchange and they told me to contact BestBuy.com because it’s online order and online only item. Contacted chat and they told me it’s an instore pickup so store staff should’ve handle it. Everyone just push the issue to the next person. What a mess

[hoss3000]

I am also having a similar product quality issue: noticeable fading/color discoloration on collectible boxes and scratches on the steelbook. I contacted BB chat today and they too told me to go to the store but if it is open, they were adamant I would not receive a refund. Very disappointing and a shame because BB actually did a good job packing the item.

[Blue-BBY Social Media Specialist]

Hello, hoss3000,

Thank you for being a long-term member of our Online Community Forums.

I appreciate you bringing this to our attention and I would certainly like to document any feedback you have regarding this experience.

As of right now, we would be unable to reorder or replace this product, due to inventory being sold out. 

I've located your private message to us and will chat more there.

All the best,