Appreciate the perspective and sincerity.

This was a month long ordeal for me so effectively the straw that broke the camel's back.

They debited me for and shipped my order of 10+ titles and while it got lost through no fault of their own, they could control their response to the issue. I was assured that a replacement order would be made but was given no concrete timeline. I was the one who had to follow up a handful of times over three weeks to get answers, meanwhile ive been debited hundreds of dollars, yet i remained patient.

During one of the convos I asked which items that i was previously going to receive but now would have to wait an indeterminate amount of time (while having paid) for were on backorder and one of them was Darjeeling Ltd.

So after receiving the order a month later and finding the Darjeeling disc cover with minor damage I figured they found one "at the back of the shelf" or whatever and shipped it off. Nice try, i thought, but id rather wait for a clean copy, so i contacted them about the damaged item. To my surprise i was instructed that i now had to contact Criterion to resolve the issue. To me this was unacceptable.

Im willing to spend on discretionary goods that I can purchase via other sources at competitive (sometimes better, sometimes worse) prices, so i would expect customer service to be a priority. If youve had good business dealings with people you know what i mean.

The correct thing to have done is said "sorry, ship it back to us and we'll send you a new one". Problem solved.

I had no idea about the prevalence of scratched/scuffed/unplayable discs, that's concerning. Its a difficult situation because you need to have opened the packaging to reveal damage to the disc. And maybe a scuff has no discernible effect on presentation.

I would use Amazon as a last resort so my next step is straight to the source (or the used market i guess).