What is Zavvi's problem?

[FilmBuff]

Ordered 2 of the same Blu Ray box sets of a film from Zavvi as a first time (and LAST) buyer and boy do they stink as a company. Both sets arrived partially opened with the collectible slipcases a bit dinged and scratched. I message Zavvi and explained I would like a replacement. Zavvi and I then proceed back and forth FOUR times each time me REPEATING the issue with a different rep. They ask for photos of the sets and at the time I had no access to a camera and explain regardless, I have no problem sending them back and then getting my replacements. I understand most people have camera either digital or with their phones but I am waiting for a phone replacement right now. Not that it's any of their business. They then over and over ask for photos without actually READING my multiple responses to them about not having a camera right now. What's the difference? All this should be is me send back the items and send the replacements. Please enlighten me on this as I never had this happen before. Thanks .