Received Damaged Collectors' Edition item (damaged in-store by Best Buy staff)

Question

Order Date: 03/19/2014
Product: South Park The Stick of Truth Grand Wizard Edition Windows
Order Total: $87.19
Dear Best Buy,
My name is Arthur.  I am a frequent, loyal/long-time customer, and Best Buy Elite Member.  I recently placed an online order for a Windows/PC game, “South Park Stick of Truth: Grand Wizard Edition (Collectors’ Edition).”  The game has been sold out since its release, early this month, but I excitedly managed to order a copy online from your website and had high expectations/anticipation to be receiving a new/flawless copy, since this is a collectors’ edition.
After waiting about 1 week for its arrival, after I ordered, I received an e-mail notification that my item was ‘ready for pickup.’  I rushed over to Best Buy in Glendora, CA to pickup my item, but to my disappointment, when the Best Buy customer service employee had pulled out my item from under the counter cabinet, I noticed my item had been placed under heavy items at the store location, which resulted in the collectors' edition box of my item being heavily damaged. I brought up the matter to the attention of the customer service person that was assisting me.  She offered to try to find a new item in stock to replace the box; unfortunately, she was unable to locate another new item.  She said she was sorry and that 'there was nothing else she could do to help me, being the item was essentially “out of stock” everywhere at Best Buy.'
I hate to sound like a complainer, but I paid nearly $90.00 for a collectors’ edition product.  For a 'collectors’ edition product', I would have loved to/expected to receive a ‘mint/brand new’ product (including the box) to keep for as long as I own it.  However, this item, sadly, is very damaged and I’m highly disappointed that I spent so much money on what looks like a “used box, damaged item.”  If I had known I was going to receive a damaged product by Best Buy, I would have purchased it on Ebay, Amazon, or somewhere else, with the assurance that I would be receiving a “new, mint condition” product.  
If there is any possible way you can assist me to remedy this situation, I would greatly appreciate it. At this point, I just feel very disappointed, and a bit cheated. I have photos of the damaged box if you need to see substantiation. Not sure I will be ordering such items online from Best Buy again, after today.
Thank you,
Arthur.
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Answer 1

Dear Arthur,
I know the excitement and anticipation that builds leading up to picking up a new video game! I am sorry if this feeling had to switch to disappointment and frustration when you received your game damaged.
Normally stores only receive enough stock to fulfill the amount of collector’s edition preorders that customers placed for that store. This could explain the stores inability to replace it. The store associates should have been more careful with the products that were waiting for In-Store Pickup.
I would like to get some more information about your store visit via private message so I can reach out to them with this feedback. To check your private messages, click on the envelope in the upper right-hand corner while you are logged into the forums.
Warmly,
JD|Social Media Specialist | Best Buy® Corporate
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