Other Customer Service Support

[SasquatchWade]

On numerous occasions now I have ordered a Steelbook 4K movie and had to have it delivered since my local store didn’t have any in stock. The movie will come in a box with bubble wrap and still be damaged - this means that it is being packed that way. I’m not talking about a simple dent, my most recent delivery was bent right down the middle. The damage was obvious, and I’m just kind of wondering why it would have been shipped in the first place? Other instances involved Steelbooks being packaged in padded envelopes. Knowing that people choose steelbooks over the regular case because they’re collecting them should be reason enough to have some pride in your job! I’m sick and tired of getting damaged movies and unable to exchange because they’re sold out.

[Deysha-BBY Social Media Specialist]

Hello, SasquatchWade,

I appreciate you taking the time to write us and choosing us for your purchase! Buying the Steelbook version of these movies is supposed to be exciting. I can imagine how disappointing it must be to discover that it was damaged after getting it delivered. We’re always trying to improve the level of service that we offer, and that includes the shipping methods and packaging we use for orders. I know sometimes thing happen during shipping, but that is no excuse. 

We rely on feedback from customers like you to identify the areas where we stumble or fall short. Generally, as long as the item is within our Return & Exchange Promise, you can visit your nearest Best Buy store and exchange them if they have some available. This will be the only way to ensure you get them in pristine condition in the meantime.

I do appreciate you sharing your feedback with us, as we take it seriously, and rely on it to find ways to improve our processes and services. I apologize for any inconvenience this may have caused. I have documented this at a corporate level for internal review for you, which will not generate a call to you, as it will be handled internally. If you have any other questions, please feel free to let me know. 

Sincerely,