it doesnt matter what you spend, if you are buying something 'new,' you would expect to get it new. new= perfect condition. sure if you take a vase off a production line and throw it on the floor, its still a new vase, but its also a smashed vase. same applies if a steelbook is scratched or bent. its damaged!
zavvi need to do more to ensure their products reach customers still in a new condition. scratches, dents and dings are what happens to steels with use and age.. nobody should be receiving new steels in that condition.
it doesnt help that zavvi's return policy is so convoluted it makes it a hassle to return anything to them, plus the fact they turn the whole thing into a fiasco by making you insulting partial refund offers and requests to take pictures etc. it makes you not want to bother going through that ordeal and makes you feel like you are being fussy or picky.
but if you bought a new vase, would you accept it if it came cracked?