Hello. I made an online order with store pickup. I drove 50 minutes each To pick up a limited edition The Last of Us Part 2 PlayStation 4 Pro console. When I got there I received a damaged box and asked for an exchange. The representative was rude and gave me no option but to cancel the order which I did not. It was a limited release I had preordered. When I got home I realized that the contents of the box were incomplete, so not only the outer box was in a bad shape, it was also an open box. The main game (limited edition) and the controller were missing (I’m not sure if there are some cables missing too). I called customer service and they gave me the option to return this for a refund but the problem is that there are no Playstation or any other gaming consoles available in all the stores. On top of that I chose and trusted best Buy for this preorder, I sold my previous console to get this one. So if I return it I won’t have any other way to play until all this covid problem gets at least better. I called 3 different times and asked them to escalate. I even have case ids and every time I was promised different things and a call back within 3 hours. Days have passed and I still don’t get those calls or those options. I want to see if someone here can help me escalate this to corporate to get help. I don’t want the option to just return this item for a refund because I won’t have anywhere to play. I went to my local store and they advised me to ask for a price adjustment according to what I was missing so I could keep the main console since these are sold out everywhere. I am Elite Plus (been elite plus for the last 8 years) and ive been a loyal costumer for years. Please help me escalate to management because customer service reps over the phone don’t seem to care about my issue. I have two different case IDs and 3 different calls on different days where I wasted at least an hour each time.