Happened to me (Score 1)

I had a similar experience buying a DVD box set from them. The box was shrink wrapped but when I opened it up there wasn't a single disc inside. When I took it back the service rep said something similar, like, "it happens all the time". I got my replacement and all was well. I guess it's less likely for a person to want to steal a spare copy of a TV show than a second hard drive, but unless this person is in the habit of returning to the store trying to return boxes of tiles, then how can they get away with telling that person it happens sometimes, but we're not going to do anything about it, please shop with us again.