topic Re: PS5 Controller arrived with a destroyed box and appears open. How to exchange? in Orders

PS5 Controller arrived with a destroyed box and appears open. How to exchange?

amyedecay — Fri, 27 Mar 2026 15:40:13 GMT

Basically as the title states - my PS5 controller arrived today and the box is totally destroyed. It looks like it's been stepped on and opened. (It is crushed and ripped)

None of the help options online are related to orders like this, so who do I speak to for an exchange? I'm not willing to give a potentially damaged controller to someone.

Re: PS5 Controller arrived with a destroyed box and appears open. How to exchange?

Christopher_G — Fri, 27 Mar 2026 18:11:37 GMT

Hi @amyedecay

Welcome to the community.

I'm really sorry to hear that your controller is damaged. If you call the number on our Customer Support help page and press option 2 when you connect, it should get you through to speak to someone. They'll then be able to transfer you to the relevant department who have a process to follow for this scenario.

Let us know how you get on please.

Chris