When I picked mine up, they tried to tell me they couldn't do anything about refunding online orders but magically they figured out how to do it after I wasn't budging.
The best part was after I complained and asked if they still had a factory shrink wrapped one (they didn't), the guy processing my order asked another guy if they had any shrink wrap, and seemed shocked when I told him I still don't want it even if they add their own shrink wrap to it. It also had stickers on it and the case was a bit grubby.
I hate that they open these games and then try to sell them as new still. That rationale definitely wouldn't fly if I bought a brand new copy of Modern Warfare or whatever, walked outside, tore the shrink wrap off, and then tried to return it for a full refund as new because it had "never been played".