11-14-2019 01:27 PM
I purchased Death Stranding Collector's Edition online and picked it up at my local store. Unfortunately it appears items inside were handled by someone and there is noticeable damage including dents, fingerprints, grime, and scratches. I took the item to the store and unfortunately there is no more stock and the manager refused to provide any kind of discount in the name of good will. Here disdain was clearly visible behind her "customer service" smile but I understand that managers have a stressful job and they just see me as another source of stress. I was a cashier at Walmart so really, believe me when I say I understand. She pointed me towards contacting Kojima Productions for assistance but I have doubts that I'm going to get any help from them.
I'd just like to know if this is how things are supposed to be handled? I paid a decent chunk of change for this expecting pristine items and have no way of being compensated. There's no way I will choose to return it as damaged or not, it's still collectible but I feel like the amount I pay should reflect the quality of the items received.
11-16-2019 11:55 AM
Welcome back to our forums, Wakkadoo,
We always want to make sure any items shipped to our customers are arriving in good condition, so it’s disappointing to hear your copy of Death Stranding arrived with dents and scratches.
This is actually called out in our Return & Exchange Promise, and I’ll include the relevant text below:
Damaged, defective or incorrect items
If you receive a product that is damaged in shipping, defective or that is not the product you ordered, please return it during your return and exchange time period to a Best Buy store and we'll arrange for a replacement. If you would rather return the item by mail during your return and exchange time period, please call us for special instructions at 1-888-BEST BUY (1-888-237-8289). We will cover all reasonable and customary ground shipping fees.
As it sounds like you’re aware from your visit to your local Best Buy store, Best Buy does not offer compensation or discounts for items that have arrived damaged. With that said, because this edition of Death Stranding is no longer available, I would like to review your order further, and explore what options might be available. For me to do so, I’ll ask that you send me a private message with the following information:
While I can’t guarantee a particular outcome at this time, this should be enough information for me to begin my research. To send me this information privately, be sure to use the blue “Private Message” button in my signature.
Looking forward to hearing from you,