CeX UK

Yesterday bought a used Fitbit tracker from cerex in HAMMERSMITH. When l arrived home l attempted to charge it. After two hours l found the item was faulty and NOT charging.
Today l returned to the shop and told them of the fault.
The assistant took the item and said "give us 30 minutes for a WARRANTY check!
Waiting that time in the shop... and nothing seemed to be happening
I said to the female assistant... look just give me a refund, put the money back on my card.
She became very agitated and said " we can't refund on goods, you can only have an exchange!
Thinking obviously that l was the village idiot she said "read our conditions" pointing to a laminated notice
On the counter.
I have already explained the item was FAULTY. I said the item should have been tested BEFORE being sold.
A word of warning to CEREX... this refusal was in breach of UK CONSUMER LAW
She still refused to make a refund... so l made it clear that l would go directly to TRADING STANDARDS
And the refusal might lead to a SMALL CLAIMS court action.
Another assistant then told her to issue a REFUND
A WARNING to CEREX... this REFUSAL was in BREACH OF UK CONSUMER LAW
It seems that by CEREX operating this "NO REFUND" policy... that they are a SCAM FRANCHISE and my
Advice is AVOID AT ALL COST!

I was looking forward to receiving it only to be told several days later that it is no longer available!

I dropped my phone off to be sold. They called me to say to collect it as they couldnt sell it. When i picked it up it no longer worked.

I've purchased over 5 phones from them over the years and each one has been littered with issues. My latest was a Samsung galaxy S10. I paid over £300 for it... well I paid over £300 for an iPhone from them which had a broken mic, speaker and would constantly cut off phone calls. I traded it in (with some fuss) for a Samsung. I first noticed it had screen burn (which for the price of £300 you'd think it would be close to immaculate seeing as on Facebook brand new Samsungs with screen burn sell for less than £100). I took it back into them with the receipt. I wanted a refund. Not a trade in. Not a gift voucher. My money back. They refused. They would only let me trade in or get a voucher. I didn't want to as I was done buying from them. They're goods were faulty and every electronic I purchased from them had faults which they obviously knew about. After some back and forth I was told I could sell back the phone. Which they then said because it had screen burn it was only worth £70... £70! I paid £300 a month before hand and it came with screen burn. They denied it was sold to me with it and that I must've burnt the screen but I've always taken great care of my electronics and £300 is alot of money to me so I of course cherished the phone and had it in all the protective casing and didn't over use the phone. They scam people constantly then refuse to refund you. They under pay their staff heavily and they sell faulty and broken goods for high prices knowing they're not worth that. Cash converters are much better. EBay is probably more trust worthy. Avoid this shop they're out to rip off and over charge on everything they can

Worst experience I have ever received as a professional photographer.

I have an urgent job to photograph a private engagement by one of the members of the royal family in a few days, and I ordered a highly specific and specialised SD card to arrive in time to photograph this important and historical event.

I received my delivery - but it wasn't the SanDisk Extreme PRO 32GB 95MB/s SD card I had ordered. Instead, CeX delivered to me a 'SanDisk Extreme 32GB 45MB/s' SD card.

This memory card is below substandard, it would be worth about £1.50 on today's market (far below the price of the SD card I actually paid for) and it is a memory card so old and outdated that it is no longer manufactured. It was hard even finding it online!

The customer service has been utterly atrocious, not caring one bit about the vitally important engagement I need to photograph, instead telling me to just return it in store for a refund. They didn't explain to me how I was meant to refund an item that is not the same as described on the invoice I received, and their response time has been so awful.

I really would not advise purchasing from CeX ever, especially if you are a professional photographer, as they will let you down, and show absolutely zero sympathy for their horrendous errors.

It is such a shame as I have long enjoyed CeX beforehand, but this ongoing incident just shows how very little they care about their customers, the substandard service they deliver, and their own mistakes.

I placed an order online with CEX for a £530 MacBook pro on Tuesday evening. Nothing was heard from them apart from the automatically generated email (stating delivery would take place between 3-5 working days) until Thursday. The email stated the item had been dispatched and gave me a UPS tracking number. The tracking number did not work at all and on Friday morning I contacted customer service by email about this issue. I also later contacted them by Facebook messenger as they hadn't responded to my email. It's not possible to phone CEX customer service, only email, Facebook & Twitter and they don't respond quickly to any of those either. I was then informed that the store hadn't shipped my item as reported and they would do so today (Friday). It would definitely go out today. I was given a new tracking number and using this I found that the item hadn't shipped on Friday. Saturday morning I contacted them again. After a long wait I was informed the item now wouldn't ship until Monday. No apologies. The item now won't arrive for a further 5 days, making the total shipping time 10 days! No apologies from anyone. I was just "thanked for my understanding". I requested to pick up the item from the store but was told I could not for "security reasons". Dont understand what security risks there are if i bring the appropriate ID. So I asked if I could cancel the order, get a refund of my in store voucher and buy one myself from another store. I was told this would take 3 working days to process! Now I am between a rock and a hard place as I have no quick solution to getting my voucher or my laptop. Customer service take ages to respond to communications and are unwilling to do anything quickly to resolve the situation. Contacting CS by electronic means is not acceptable. We really need a phone number to call in situations like this, but CEX don't want to give us one. Terrible service. Avoid buying on line from them at all costs.

This is my update review Manan patel

This is my update review. Cex customer service sent me a email to confirm the item was sent however they dont have the tracking number on record. Since then Ive sent 4 emails asking for a refund as Id rather pay twice as much and buy the item from another company that knows how to conduct business within the guide lines from the consumer act. As I havent had any response from them or item Ive had to escalate the matter to PayPal who have been a great help for me and now they are also trying to contact CEX. Once my money is recovered I intended to post ALL of this tromatic and stressful process on all of my social medias in which I have over 1.3 million followers and on my YouTube channel in which I have 2 million subscribers in the hope that everyone considering using this company are aware of how badly they will be treated. Do not be fooled by the replys of these emails on other peoples complaints they are generic answers they give to ALL customers who are unhappy.

DO NOT Spend your money at CEX do not get the hopes up of your children like I did buying a item from them.

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

I enjoyed my product it was really good i hope they do more games to keep us entained i enjoyed it very well

Well, if you go in store to buy a game or DVD then it's ok as you can see what you're getting and they can be cheap.

For anything else I would avoid like the plague.

The online side of it is dreadful. I ordered some RAM from them, but when it arrived it was the wrong thing. So, I dutifully notified them and opted to return it to them by recorded delivery which they said they would reimburse me for.
I waited. And waited. And waited. After a month I still hadn't heard anything (even though I know they had received my item). I emailed them and the said they were busy at the moment and would deal with it when they could. I pointed out that they had a legal obligation to resolve the issue within 30 days of me returning the product, which had since passed, and they replied that they'd do it when they got round to it. Several emails and weeks later the situation was the same, and so I said that I simply wanted a refund as I was going to buy the RAM from somewhere else.
3 months later I am still waiting for a refund for both the cost of purchase, and for the cost of my return postage. Keep getting nonsense emails fobbing me off. Infuriates me as I know that if I had taken something from CEX and wasn't giving it back I'd have the police round my door in a couple of days.
The long and short of it is that big companies are above the law and that the public are worthless cretins (in the eyes of companies and authorities).

I've stopped trading in games because every game I took in, the staff member would tell me that it was scratched (even though I look after my games extremely well and it was in the exact state that I received it off CEX a couple of weeks earlier) and thus they would only give me 50p instead of £4. I said forget it, but this has happened so many times now with perfectly good games that I think that it is merely a scheme to do people out of money as a lot of people will just say 'Oh, ok then'.

Avoid them before they screw you over, because sooner or later they will.

STAY AWAY FROM CEX AND PUT THIS COMPANY TO SHAME!
I don't go in cex often but since my recent time buying items from there past few months, i have been very unhappy of how they do things with the company.
1. Bought elgato hd60 in a different town for £70, to find out later it did not work so had to take it back to find out they said "it doesn't work, would you like voucher?" I wanted cash not vouchers, so they gave me my full refund. Terrible service and over priced for item that was grade B and missing some content.

2. I bought second hand laptop in my town and to find out it was so slow and the wifi did not work at all, so took it back and they said " it doesn't work as wifi broken, would you like vouchers?" I ALWAYS WANT MY FULL REFUND!. Jeeze staff are so stupid and that laptop was over priced £145 for a 6 year old laptop.

I look on there website and they are even worse. They sell items a lot more than what they are worth and offer crap cash for it. Better off buying on Ebay as the tech etc will actually work and fair price.

I say bring back GAMESTATION at least they were fair and reliable.

I went to Cex to get my Xbox One repaired, they sent off the unit, advised it was working, I collected it and it wasn't working (£55 paid). I returned it to the store who confirmed it wasn't working and they sent it to the repair team again, it was 'repaired' and returned. I got the store to test this before I left and it wasn't working. This is now in the complaints process, however the incompetence level is staggering, it is made worse by the fact I asked Customer services to 'double' check the repair (second time) before returning it. Which they assured me they had done. (Clearly not). The customer service team are adamant the unit is working and the store (same company by the way) have checked to evidence it is not working. I asked the matter to be referred as a customer complaint (but this was not done), I have re-initiated this as a complaint and the store and the repair centre are trying to work out if the unit is broken or not. (As a non-engineer) I have plugged it in and there is no on light to show it is on (my money is on it being broken). Cex responded to this saying it was being sorted (it wasn't) and I have had to liase between the shop and the repair team. An update Cex fans, the repair team claim it is fixed and returned it for the third time... you guessed it. Not working, shambles. I should point out that the third party repair company is Remedy Tech Centre Ltd. Final update, I purchased a new power lead at the Xbox worked. The Tech team returned it not work for a third time advising no repair possible. I have complained and now they have listed some (repairs) they claim so to justify taking my money. My compliant has been rejected. I only hope the Managing Director of CEX recognises the Customer service failings. This company are truly appalling. I think I will start to copy and paste this review to a new place every day.

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.

I have read some really great reviews

I have read some really great reviews on here regarding CEX and I know some of their staff are excellent also but my experience has been abysmal!

All I wanted to do was to buy a certain lens from a particular branch, there were only 2 items of this kind in the UK so how hard could this have been to arrange via online.

I have in the past ordered a lens from CEX and it arrived faulty and un-boxed (nothing mentioned in the description what so ever) so once bitten twice shy as they say. So in future unless it was a boxed item I was not interested.

So I sent 4 emails initially via the CEX online Support portal to which I received absolutely no reply, so ever the optimist I decided to place the order hoping that my emails had been noted and that when the order was placed they would choose the correct lens from the correct store.

But, this is where I assumed incorrectly as the then told me that they were going to send me the lens from the incorrect store at which point I asked surely you could just change the store from which it has been sent seeing as there is only 2 in the whole country, the response after nearly 2 hours was no I basically had to have that one, amazing that no longer does the buyer of an item have the right to chose which product he receives even after he has paid!

So, to cut an already rather long story short at this point in time I have no lens, no money, and no responses to my emails letting me know whats happening to my refund or anything?

All I wanted to do was buy a lens... simple really but with CEX apparently not!

EXTREMELY UNIMPRESSED BUYERS PLEASE BEWARE!

Bought an HP laptop but it doesn't work as am going to have to return it, Hope I get my money back - at least I paid with a credit card.

Order number EQ*******
18th Nov made a visit to Cex East Ham, was served by Hammad, I had 6 brand new unlocked mobile phone which I wanted to sell price was agreed and a form was filled out. I thought instead of cash I would get the payment as bank transfer so I wouldn't have to come back to the shop. Hammad had advised me that by the 20th Nov latest I would have the money in my account, I waited until the 21st and got nothing so on the 21st I went to Cex East Ham and had spoken to a young Asian girl who told me the phones have not been checked and she doesn't know why but it will be check today and yet another form was filled out and that I would get the bank transfer in my account by 22nd nov but of course still nothing no payment so I went back to Cex East Ham a third time on 22 nov and had spoken to Hammad again and he was unsure why this wasn't proceed but whilst I was in store at the counter he had proceed it all and I will get the money in my account by 23rd nov and he was 110% sure about that, those were his words. So today is 23rd Nov and still no money has been paid into my bank account? Wonder if anyone can help as in store they don't seem very professional and obviously don't care about their customers and don't know how to provide customer service and are good at lying this proves. I have patiently waiting but after the third time this is getting ridiculous and really annoying me and wasting my time.

I bought 4 dvds from Cex online through my own laziness and i regret doing so as i am still waiting after ordering the dvds last week and plus te devlivery is £1.95 per item, i dont know why they dont put them all in one bag etc and plus the postage cost is more expensive that the price of 2 of the dvds, normally i just go to CEX in town and just buy from the store but was being lazy so its my own fault, however i will never buy online from CEX again, it will be in the store as i always have done up until this lazy and expensive moment because i think that CEX are brilliant for games, phones, laptops, gaming consoles and dvds all of which i have purchased from CEX, word of advice if you want to buy from CEX go to the shop and buy cos the post and packaging is so expensive.

Thank you for purchasing from CeX.

We have received your order and it will be processed and dispatched as soon as possible.

Please note, if you are ordering multiple items, they may be dispatched separately and arrive on different days. Our couriers are unable to collect over the weekend, any orders placed Friday - Sunday will be dispatched the following working day.

Details of your order are listed below:

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Item: Avengers Assemble (12) 2012
Category: Blu-Ray Movies
Quantity: 1
Unit Price: £1.00
Item Delivery Charge: £1.95

Item: Avengers: Age Of Ultron (12) 2015
Category: Blu-Ray Movies
Quantity: 1
Unit Price: £1.50
Item Delivery Charge: £1.95

Item: Avengers: Infinity War (12) 2018
Category: Blu-Ray Movies
Quantity: 1
Unit Price: £2.00
Item Delivery Charge: £1.95

Item: Avengers: Endgame (12) 2019 2 Disc
Category: Blu-Ray Movies
Quantity: 1
Unit Price: £3.00
Item Delivery Charge: £1.95

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Total Shipping Cost: £7.80
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Credit / Debit Card: £15.30

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Order Total £15.30(4)