Zavvi did this to me when i ordered the Back To The Future Limited edition steel case blu-rays.
it came all beat about and they took ages to reply and say send it back and they will send another. Then waiting a week and chasing them up they e-mail me to say they are now out of stock of the limited item and from then on havent seen the price below £100 it so just bought the standard edition
Pics of how it arrived
Ever since this i have hated Zavvi and try not to order from them