Gaming Support

[CripplerJones]

They shipped mine in a box, but there was nothing to protect it from banging against the inside of the box during transit. It got damaged as a result, and there's a gash in the side from what I can only assume to be a box cutter. It definitely looks better than some of the other "bubble mailer" copies I've seen, but it's no less frustrating.

I can't imagine it would cost them much to wrap it in bubble wrap or some packing paper before shipping. I get they need to get things out of the warehouse quickly, but it's only creating angry customers and more work for customer service in the long run.

I tried to exchange mine, but the only store that had a copy was about 30 mins away. When we got there to pick it up, it was completely trashed. 

[CripplerJones]

Mine was poorly packed as well. Tried to find another copy but had no such luck. Was just about to come to terms with the damage when I noticed a gash from a box cutter in the side. Have the same problems with Amazon.

I wound up switching all my other pre-orders to in-store pickup after this happened. But then they put those big stickers on the games and write on them before letting you check out, leaving an imprint from the pen in the case and cover art (it happened to me more than once). If they do that when I go to pick any of these up, I've decided I'm going to make them pull a new copy.

Instead of wrapping the game in the sticker, maybe just put part of it on the game? And don't write on the sticker when it's affixed to the game box, because that damages the cover art.

With GCU gone, this is the kind of thing that's going to get me to migrate to Target or GameStop for all my video game purchases.

[electrodelux]

So it seems they just consolidated all the other posts into one however no response from any best buy spokesman. Who do I talk to about this since customer service over the phone has been rude, unprofessional and refused to let me speak with their supervisor?

[spicoli420]

So i guess we just continue the complaining to keep this topic at the top of the forums until best buy responds

[electrodelux]

Well, I've already made up my mind.
Despite being an elite plus member, I've been disrespected by staff in store, over the phone. My purchased goods have repeatedly arrived crushed. I've been bounced between team members for the simplest of things that should take one team member and just a minute or two to resolve. I've heard a store manager make a comment to security personnel right in front of me and in front of other shoppers implying that I was stealing when I had actually been there with the intention of purchasing a more than $2,000 mirrorless camera (a purchase that I ended up completing at a different retail store).
It seems the time of the big box store is over. Maybe I should do my shopping from the comfort of my home and office as Amazon and online marketplaces already provide everything Best Buy offers and much more. Amazon also ships delicate items in acual boxes instead of bags making your items vunerable like best buy does.

[CripplerJones]

Hey, electrodelux! I would strongly recommend avoiding Amazon. Nearly every collector's edition I ordered for the last decade was shipped in an unpadded box or bubble mailer. I've had a lot of issues buying from them and stopped entirely a couple months ago when they shipped a brand new, factory-sealed SNES game in a bubble mailer (game was destroyed).

Amazon.co.jp is a different story. They do a decent job of packing things and put more care into preparing items for shipment. However, you'll probably only be interested in buying from them if you dig imports.

I'm thinking I'm just going to stop pre-orders altogether and buy things in-store at GameStop, online at Play-Asia, or from eBay scalpers at a premium. At least that gives me greater control over what I'm getting.

[electrodelux]

Funny thing, I just stepped out of a Gamestop store right before reading your post.
Gamestop might now become my go to since Best Buy hasn't changed.
I've made this same complaint several times over these past few years and it seems like I wasn't the only one having this problem.
Best Buy has been given too many chances to shape up and it looks like now a lot of people are opening up to other options.
Play-Asia has always been good to me.
They often have exclusives that we don't get here in the states as well.
I don't mind the extra shipping charge because I know that what I'm getting is going to be securely packed.

[CripplerJones]

I feel the same way. Lower prices and rewards are great, but it's not worth the savings if it's just going to come to me damaged. I'd rather pay for shipping if it means my order comes to me in the same condition it was shipped.

Of course, mine was damaged by a box cutter too, so that fee should also account for handling, because I certainly want the employee packing my order to be mindful of the product while they're doing so.

[CripplerJones]

Just posting again for visibilty. I'd love to have my questions answered by a Best Buy representative. I don't believe any have posted on this thread.

My original question: is there any way to escalate my complaint? I've been having serious problems with poor shipping practices regarding limited release items. The item is expensive, highly sought after, and arrives damaged. As such, I'm not able to easily replace it, with my only options being:

1. Return the item, but then I don't have it.
2. Keep the item, but then it's damaged.

Thank you.

[Tasha-BBY Social Media Specialist]

Good afternoon, everyone, 

Thank you all for reaching out to share with us your experiences receiving The Legend of Zelda: Link's Awakening: Dreamer Edition. Having played Zelda games since I was a young child myself, I know how exciting this release was, and understand the disappointment of receiving an item in less than pristine condition. We aim to ensure items arrive in appropriate condition, and apologize if we missed the mark on several occasions. 

With that said, at this time you may return the game under our Return & Exchange Promise, as an exchange would not be possible due to lack of availability. Alternatively, you may keep the game as is. We understand that this may not be the resolution some of you were hoping for, and greatly appreciate your feedback surrounding this experience. If you should have any other questions, please let us know. 

Respectfully,