CeX UKReviews 281

I went to Cex Newtownabbey to purchase 3 phones. I was told I had two days to return the phones If our specific apps wouldn't work, I asked if I could have an extra day as it was Friday and the people using them wouldn't get them until Monday I was told No. One extra day is not a lot to ask so I took by business elsewhere and won't be back. If I could have given 0 stars I would have.

My 13 year old saved up his pocket money from chores and bought a used xbox from these crooks. The item failed after a few months so we returned it in the original box and with all the bits as they instructed. After they had it almost a month, they emailed to say the warranty seal had been tampered with so wouldn't do anything more than send the broken unit back. The item was in EXACTLY the state it was sold to us in and nobody touched the warranty seal at any point.

These people are uncontactable by phone so you can't even talk to a manager about it. They are nothing but thieves, selling the electrical equivalent of clapped out second hand cars. A disgusting outfit who offer a warranty and then lie to avoid you using it.

Very disappointed at being given a B grade considering the items (2x Homepod Minis) were in excellent condition, and boxed. Due to, and I quote, 'light scuffs on the bottom' (Unfortunately Apple hasn't worked out levitation yet. And, using a dirty rag in a lame attempt to read the tiny serial number does not help). Petty and tight. Verrry slow turn around too, still waiting on payment dayyysss later. I'll be going elsewhere from now. I would highly recommend you do too. At least, check your receipt. I wish I had previously. EBay, Gumtree, GAME, Car boot, standing outside on the street with a sign is probably the better option.

I didn't even mention the slow service due to the staff being too busy discussing the best scene in Pulp Fiction. It's been 28 years! Mirroring their tech inability, it's time to move on.

When they say box it means everything in the box they say not just box! Just be warn. It's a joke of a company they even send the wrong items out as well online.

It's more expensive to buy an old game or anything really from here and the steal money from trade ins. One time I took my camera to trade in and they gave me a really low offer, I didn't want to do it, but then I saw that they had broken the memory card slot, useless pricks. It's a terrible shop and should be boycotted to maybe bring a new better honest version of a trade in place. It used to be, but now it's just a way to take people's money and as much as possible

Have tried to like CEX but they are just incompetent.

Twice I have ordered an item and twice they've sent me the wrong item.

The first time, messing up a christmas present. The second time, just p****** me off.

The customer service team seemingly don't care, just reply with standard "yeah we're sorry, send it back"

Sending things back and then waiting again is just rubbish. It shouldn't happen.

Plus they don't follow their own advice. For example, they say to return the item with a note from me asking them to send the correct item (like I should even have to do that!?), so, I do it anyway, only to find out they blatantly ignore that and refund you.

You might think, you had a refund what's the problem? I still wanted the item. So I had to go through the rigmarole of ordering it again.

Which they then messed up as described above.

They're just incompetent. I partly blame myself for being a cheap skate and buying used. Lesson learnt. It's not worth the hassle.

Once Cex have your money there is no way they will give it back on an item returned, they will only give a voucher. Bought an item as a gift & told 48 hours to return it if not correct model. Companies policy was never mentioned at time of sale, on returning the item was shown policy laminated to the counter top! Not clearly on show for customers to see before buying. Go on their on line shop & it shows that they buy below value, they will give cash but more in the form of a voucher that you can only use with them. This says that a voucher is worth less than the customer pays for an item when returned. I never want to shop at Cex again & am stuck with a receipt so called voucher that isn't worth what I paid. Manager young & quite rude, told me to sell the voucher, great advise to lose even more (as why should anyone buy a voucher for face value when they can buy the same item with cash)
As I said daylight robbery! Covered by so called company policy!

Bought son a PS4 for Xmas. But he couldn't work it as controller not working. Thankfully borrowed one which does work. Tried to exchange just controller at local CEX but told I have to take console in as well (even though console is fine). And then they can only exchange if they find it faulty and if they have one in stock. Basically they aren't interested. Will not buy from them again - surely this should have been checked before sending out. Very disappointed son on Christmas Day as well as a very unhelpful shop.

Paid £2.3k for 2021 MacBook Pro 16. After a week started having serious issues. Took it back. They did tests what I can only assume was on a windows XP system. As to them it was 100%. Took it to apple Watford 2 days later report. Memory issues repair will be £700+ so now in a legal case with these people. Beware and I mean beware. Their 2 year warranty isn't worth the paper its printed on.

I worked for the South Shields store for around a month.
While I was there I encountered staff members who were argumentative and rude to customers and the new staff members
The store was riddled with bad reviews about rudeness and ignorance from staff
I got several compliments while working there about how it was nice to speak to a human and not a robot.
God how I agree the staff were always disrespectful and rude to several customers a day.
The manager Britt told me one day that making the customers wait and ignoring them is what to do and get one with menial tasks which I simply refused to do
I came down with covid while working there and on my lunch break let my assistant manager know that I wouldn't be going back as I was sure I had covid.
This resulted in me getting the sack for breaking store policy.
The store has remained open even though I was there with a serious case of covid that has still left me poorly.
Now the cherry on the cake they have decided they aren't going to pay me for the work i have completed and are refusing to answer any emails or correspondence from myself.
Truly a bunch of egotistical Aholes who don't know the first thing about good customer service.
I'd always imagined working at the store growing up and all I can say is I am truly let down and disappointed by the low class manner of people CEX would employ.

Cex sold me a phone. My partner's christmas gift and they get in the money of my account...
Hours later they sent me a email about the cancellation of that ítem. They will return back my money in the next 10 days working... so when the christmas finish...
Im totally desolate... i spent all my money in that phone so my partner is going to haven't got any gift this year...
Thank you cex for sell items you haven't got and get all my money...

A few dishonest staff members, basically stole from me, went in with a box items, sent me back a couple of times to get more stuff. Then saying they can't buy the items cause of a fault which was understandable! Later the box and cables are missing and a couple of items not working. Fuming! Used this store afew times in the past and the staff were great, this time new staff, big problems! Directors or Ceo's, sort this store out, disgraceful. The one star is because of previous staff.

Staff extremely rude, no intelligence and no customer focus. Asked the staff member about the grading system and what each Grade meant/ definition with a reply "i work here I know what they are". The Lack of intelligence staff member still could not tell me what they were but assured me "they know" lol. But could not tell a customer who doesn't know about the grading system. They had to look up the wording for the grades on there system so I don't think she did now, evidently lol.

Not sure what there problem is in the Havant Store? But surely now you understand if a customer is not aware of the grading system then you have a obligation to inform them which is likely covered by Trades and Standards if they know what that mean? Been meaning to give a review before about poor attitude and strange unprofessional work attire (onesies, hoods up, hats etc.

I have included the grades here if the staff want to revise them;

* A - Mint - These products must be in mint/new condition. The product must be immaculate; if it is not then it is unfortunately not deemed as an A grade. All accessories means everything that would have originally come in the box. These must be official and the same condition as the product. These items also require their original box and inserts.
* B - Good - Product in good condition with all essential accessories. No box required.
* C - Working - Product in poor condition and fully working with all essential accessories. No box required.
* F - Non-Working - (Applicable for select Phones only). Product must be intact and not crushed, bent, or snapped. Must pass our IMEI check. No accessories required. All Apple products must have their iCloud account deactivated and Android v5.1+ devices must have Google Accounts removed.

Really bad place to shop, the phone I bought became faulty after 8 days and they claimed the fault was caused by me. They have been extremely rude and did not check the phone at all. They offer you guarantee but they will find every excuse not to honor this guarantee. And don't try even to take it with customer service as there is almost non. You can't phone or email them, only fill some online form which does not help as the person who replies is taking immediately the side of the shop without providing any kind of proof to the claims made by the Cex shop manager.
Stay away they don't deserve even the one star, If I could give zero stars I would but unfortunately one star is the lowest grade

Final update. At day 15 customer service started to investigate. Turns out CEX Wrexham had provided the wrong tracking number and that delivery had been attempted to me on day 2? Advised odd as I work from home and had no mail card left? Anyway arranged redelivery for today. Tracking updates to say i've signed for it? Wasn't me? Drive to sorting office, explain this is making me look like a thief… they investigate further, Wrexham also put the wrong door number on the parcel…. Retrieved parcel

So I finally get the £520 lens and wow, this thing has had the hardest of paper rounds. No lens cap, no tripod bracket, heavily dented barrel, it wasn't even round anymore, no packaging, scratched throughout. I'm honestly not exaggerating when I say this must have come from a conflict zone photographer, it was completely unsaleable.

The only positive I can really add is the attitude of the Farnborough store who handled the refund. Reassuringly supportive and surrounded by clean and tidy stock, no doubt they're now lumbered with this piece of junk.

Overall i'd rate the whole experience as being a little more stressful than buying a house.

UPDATE - Day 16, Contacted CEX via CS email and Paypal. Apparently now they're trying to locate the parcel for me? Have asked both, when can I expect to receive my refund, both contacts will not answer that question?

UPDATE - Day 15, no item, no money, awaiting response… Paypal case opened

I would highly recommend you do not purchase anything camera related from CEX. I purchased a Nikkor lens for in excess of £500. The Wrexham store allegedly sent it via Royal Mail 24 hour tracked. CEX have advised that come day 15, they will then investigate/make a claim but that it'll take ‘quite a while' to do so. So basically you don't receive goods and you'll be out of pocket for large amounts of money for long periods of time, this preventing you buying elsewhere. Do not bother, go to Wex or to MPB, CEX is not worth the risk. As hinted on their own Website, CEX could have used DPD but they didn't, now its me that bears the brunt whilst they investigate their own failings. Zero empathy, outdated company

On 2 Nov 2021, at 10:28, CeX <*******@webuy.com> wrote:

Hi Simon,
​
Thank you for your patience.
​
I have checked with the store and it seems that due to some mixup the AMD Radeon RX 580 was sent to an incorrect address and the other customer's order was sent to your address. I apologise for the inconvenience caused to you.

Feedback has been given to the store that fulfilled the order so that going forward no such instances happen.
​
Can you please confirm if you have received an iPad Pro case via post?

Had a few problems with second hand items from CEX online. I bought a dvd box set and it turned up badly smashed. Somebody had tried to stick it back together with sellotape and this must have happened before it went into the post: the posting box it arrived in was in perfect condition, but all of the dvd cases were smashed, sleeves torn and sellotape stuck all over it. CEX staff must have known they were sending damaged, substandard goods as they packed them up for posting. AND discs were missing! I contacted them and they said the only solution was to return the item for a full refund. And this is the tricky part - I'm disabled and rarely get to the shops (that's why I buy online!). In fact, I don't live very close to a CEX or a post office so it would cost me between £10 and £15 to get a bus or taxi to return the items. In the end, it was cheaper for me to buy replacement dvd cases. CEX said they had an option for collecting the item from my home - but they don't: they use 'collect+' which is a Yodel/courier service and you have to find a nearby office to drop parcels off and then pay to have them sent back. CEX are completely inflexible about this - even with a disabled customer. I asked for a partial refund as I'd had to pay for replacement cases but 'it's not policy' to do that. They insist that they have strict, tough checks in place to make sure only top quality secondhand items are sold to customers but my experience contradicts that. I would not dream of trying to sell such tatty, taped together DVDs as the ones they sent to me (see pics) - and it brings into question the descriptions they have on their website and the different 'gradings' of goods they provide. I certainly wouldn't trust any of the pictures or the information on their website after receiving such shoddy products.

I brought a apple MacBook Pro for £285, saw it working in store and took it home only to turn it on and see a blank screen with a file icon in the middle. Went to YouTube and it became obvious that their was a fault.
On returning to the store at 09.00 the next morning I was told I would have to wait until 14.00 to get a refund (strange because they took my cash straight away).
I was not having that as my car was parked and costing two pounds an hour CEX would not pay my parking so it cost me £6 in parking to wait for a refund and my own personal time.
CEX supposedly check all items which is why I buy from there, I had a warning sign when I saw that they had bulked brought PS5's and were selling them at twice the retail price taking them from customers who could of brought them at retail price disgusting.
In short I will never use this outfit again the pandemic has changed their values and now the customer is fair game when it comes to profit.