It's happened more than once. A used CD or DVD item should not be damaged. There's a difference between a used CD or DVD and a damaged one. I ordered a Blu-Ray steel book. Upon arrival it looked as if someone had stepped on it and crushed the back of it. It did not happen during shipping. They would not refund shipping price. I previously received a used CD from them and the top of the jewel case was completely shattered. Bad company with crappy customer service. They know nothing about good business.