CeX UKReviews 280

I am utterly appalled by my experience with CEX. I ordered a GPU on the 29th of May, and the Royal Mail tracking clearly indicates that the package never even entered their network. The status has been stuck on "We're expecting it," which is incredibly frustrating.
After waiting patiently until the 12th of June, I reached out to CEX for an update, only to be told to wait another 24-48 hours. Now, they want me to wait an additional 30 days while they raise a complaint with Royal Mail. This is completely unacceptable!
It is outrageous that I am being forced to wait this long for an issue that lies solely between CEX and their courier. The tracking shows that the package has not moved, and yet I am left without my product and with no money in my pocket. This experience has been nothing short of a nightmare, and I would strongly advise anyone considering CEX to think twice before placing an order.
Their customer service is lacking, and their handling of this situation has been a complete failure. I am beyond frustrated and disappointed.

I have tried twice to purchase a Fitbit Charge Fitness watch/ tracker from the merchant but both times received a defective item. It has been a real hustle to try to get a refund although I returned the defective items promptly in the way instructed. With my second order I am still awaiting a refund at the time of writing despite a dozen reminders sent to the company! Despite all my efforts this issue is not resolved, and I am now asserting my full legal rights under the Consumer Rights Act 2015. CeX sold me two consecutive faulty products, both of which breached the statutory requirements of satisfactory quality and fitness for purpose under sections 9 and 10. As a result of your failure to supply a non-defective item, and the time wasted dealing with CeX over the course of nearly a month, I have no choice but to purchase a replacement product elsewhere. I am therefore entitled to damages under sections 19 and 20(7)(b) of the Consumer Rights Act 2015, which explicitly allow for financial compensation beyond a refund when the consumer incurs losses because of the trader's breach. However, Cex is making this incredibly difficult and their customer service has been rude and unhelpful at best. I am very very disappointed and can only ask everyone to stay away from Cex if they want a decent product.

I sent my phone to CeX UK for sale, which was listed at **£60** online. Upon inspection, they **falsely claimed the speaker was faulty** and offered a shocking **£5** for an iPhone, instead. When I refused and had the phone returned, **the speaker worked perfectly**—proving their assessment was either incompetent or deliberately deceptive. This is a **clear bait-and-switch tactic** to pressure sellers into accepting insulting offers. If they'll lie about a speaker, what else will they fabricate? **To CeX:** Your practices are unethical. Train your staff properly or stop scamming customers. **To sellers:** **Record your phone's condition before sending** and consider safer alternatives and do your homework *Update:* CeX ignored my complaint. They said the issue is intermittent (when it's not I've tested it and used it for days and still no issue and I contacted apple they ran a diagnostics on the device and cannot detect any hardware issues at all, I know I trust apple more than CEX
I no longer am willing to do any business with them selling or buying as they are the most dishonest company that I have ever come across

I bought the Oppo.Find N2 Flip phone less than 9 months ago. It was fine until a few days ago when it developed a crease across the screen. This is really noticeable. I hadn't dropped the phone. Looking online it seems that the factory installed screen.protector can start failing. As CeX sold it with a long warranty I asked them to repair it. They refused saying it was Wear and Tear. So basically if you buy a Flip phone from Cex and the screen creases after you've opened and shut the phone don't expect any help from CeX. They should make this warranty exemption really obvious on their Flip.phone listings.I would not have bought this Flip phone from them if I had known this.You would expect to be able to open and close a Flip phone for years without an issue and for it to be covered if there was an issue. Otherwise what is the point of a Flip phone?

Absolutely unprofessional and horrible place to shop! When you buy anything from this store and they offering the warranty then be careful because if anything goes wrong with your purchase they will find the away to void your warranty and they will try to make you pay for the repair! Avoid Avoid because they will scam you

Went to the Leicester branch to swap a Logitec G290 steering wheel and pedals (Both in excellent condition may I add)
I checked the website beforehand to check the price difference on trade, as I wanted to trade for the Logitec G29 wheel and pedals.

Not only did they give me the cash price instead of the trade price, I was also made to wait over an hour for them to check the condition and functionality of the item I was bringing in. (I understand items need checking obviously) But once I arrived home, I realised they hadn't even packed the power cable with my item, so it was rendered completely unusable.

For over a week I was having to email back and fourth to try and get the situation sorted, just to get absolutely no where.

I requested an official Logitec charger for the item I had purchased, the money owed to me paid into my bank account and expenses covered by the store, such as travel, parking etc... as I had to make another journey to the store especially.

All this to no avail. I was offered £16 voucher and sent a cheap aftermarket power cable, but no expenses covered. Then I was rudely asked to return to the store in person, yet again at my own expense.

It is now over 2 weeks later and I'm no closer to coming to a proper solution.

Absolutely disgusted with CEX and their poor customer service.

Just another example of big companies taking the little man for a ride.

Will not be shopping there again, after 10+ years of being a loyal customer

The Kingswood branch have currently had my laptop for a week.

There has been no contact, there is no way of contacting them apart from through social media sites and the only contact I have had is saying that they're looking into it.

Disgusting service

This is the 'Mr Bean' of the internet. Dont expect the service you get from Amazon. I made a huge mistake dealing with these muppets.

Bought an apple ultra watch and strap worth £580 been told by one of the team I got 48 hours to return it if I change my mind to get my money back sadly I wasn't able to to try it in the shop so went home tried it and it was too big too heavy so went back to the store straight away properly after 1 hour to be told they can't give my money back it has to credit voucher so I can use it again in the store only.
Really disappointed as I was left with my family short off this money on this difficult time when I did nothing wrong.
Never again and be advised people once you pay them don't expect your money back it's going to be a credit note to use only in there store.

I sold in my £500 gaming pc to CeX, they had to for a week, then messaged me excuse after excuse as to why they wanted to give me £120 for it, first they claimed the power cable was not original, then when I proved it was original, they changed their mind and said it's because the gaming pc didn't have a box.

I was not taking less so I asked for my gaming pc to be returned, another week passed by, a week turns in to two weeks, I email them saying where is my pc and where is the tracking number, they said that there was an attempt to delivery it and gave me the tracking information, I was in for 7 days straight I didn't miss any delivery. So I logon to the Royal Mail website it said "item at the stoke on Trent delivery office and they failed to deliver, I called Royal Mail who said my name and address was not associated with the tracking number CeX provided. I can only conclude that they lied and kept the pc or they sent it to the wrong person. My name is on my account it was on the box that I shipped there along with my contact details. So I emailed CeX a bunch of times and I get a one limber reply saying "we are taking this very seriously, please wait 3 days for us to find out where your pc was shipped" 3 days isn't taking it seriously. At this point I am surprised stressed and anxious about my £500 gaming pc. If it's not here in 7 days I will expire my legal options. At best this is theft at worst it's negligence and they lost it. How does any company lose a £500 gaming pc? It was shipped recorded, it should have been returned recorded.

I've tried both lots kr tracking information they gave me, one was uploaded to the CeX website by the store but always shows as invalid, the second one they gave via email shows my pc is shipped to Stoke On Trent it's disgusting, these clowns actions are criminal. Part of me wants to report them to the police but I doubt the police will do anything

Last week I went to the shop in Stratford centre to exchange a couple of headsets for a voucher and received an offer of £430 for all of them which I accepted, on the same day I was told by the staff member who was processing my order that I could be charged up 10% of the value of the items since I was selling a couple of them and I said I was ok with it.
Following day I received a call in the evening saying that instead of 10% I was gonna be charged staggering 30% which is absolutely unheard of (even admitted by their own staff), it's unbelievable how these scumbags try to find ways to rip you off when something doesn't go the way they want. The store manager promised me to investigate the issue but obviously never got back to me, absolutely useless disgusting costumer service. Some of these people deserve to be in jail.
Today I returned to the shop and collected my items back, some staff members couldn't believe what happened as this was clearly a decision made by a coward low life human being from the head office who is too weak to talk or explain himself, absolute trash of society

Terrible, untrustworthy company with virtually no customer service. CEX sent me an email notifying me that an item I was interested in was back in stock. Told me to order fast before the item is out of stock again. So I placed the order and the order was confirmed and he £15 taken. Then the next day I received an email from them telling me that the item is out of stock and that I will have to wait 10 days to get my money back. CEX is the place to go if you enjoy losing your money for 12 days for no reason whatsoever.

Avoid this place, the warranty is false its never honoured if anything goes wrong with the product you've purchase from them, they never take any responsibility. They also say they test their items.whoever is doing the testing can't be doing it correctly. I used CEX because of there apparent warranty which was attractive but proved to be a waste of time and money. Now left with a £270 phone which doesn't work, it broke the day after. Due to my work circumstances I took it back 11 days later. Either way it states in the terms and on the reciept if phone becomes faulty through normal use and its within 30 days they will repair or replace. Yes off course they will lol. No not at all! They put all the blame on me and said the phone became faulty in my possession, a load of made up rubbish. The phone was not fit for purpose it lasted 1 day. They didn't even take it in for testing, they just tooked in the charge point and claimed water damage as a get out clause. The water damage was obviously from before i purchased the phone but the walthamstow shop manager remained incredibly ignorant. I'm still boiling what waste of time money and a load of stress. Please avoid them at all costs. I feel conned and scammed. Don't use them it will cause u extreme stress.

I ordered a high value item (DJI Mavic 2 Pro with smart controller) when the drone arrived it was missing the smart controller. Needless to say the drone is pretty useless without the controller and was the selling point of this package in the first place. I paid well over the value of this drone without this controller.

After a week of 'investigating' and after assurances they would put right this error. I received an email from 'Maneet in Customer Support' simply stating that they had made an error in store and now I should return the item. At MY expense, time and fuel etc… This was because 'they don't have stock of the controller' this was a blatant LIE as they indeed do have the controller in stock.

SCAM like behaviour and absolutely poor customer service. After years buying from CEX I will not be using them again unless they can rectify this and send me the controller I have paid for.

*** UPDATE Poor excuses and reluctance to rectify this error by sending the advertised product have resulting in me escalating this to trading standards. I have never known such and inept customer service, putting all the responsibility on the customer instead of taking the responsibility themselves. DISGUSTING.

Never again first purchase dirty scammers cancelled no explanations,
Say there products don't come with chargers hoe the hell can you use the appliance!
Avoid at all costs

I spent £68 on 2 games and 2 controllers and none of them work!
Don't you check the products before you sell them on for profit?!?

Their support is non-existent! Ordered online, shows as delivered but it has not been. There is no where to contact CEX for help, their support page states they'll reply within 24 hours but they don't. I'm £150 out of pocket and there is no way to get support from CEX.

Sadly sent the 1.0 disc instead of the 3.0 disc in a starter pack bundle with figures, playbase etc. and wont send the correct one (worth about £2) even though selling it online still. Hoping the customer service will do better than just 'follow this link' to send it back... I wouldn't mind if getting to the nearest shop didn't involve driving and parking fees, and returning it online didn't involve me needing to source new packaging and faff around with returns (original packaging sustained damage being sent to me) Such a shame as I'd placed 3 separate orders in a short space of time, and when asking for a simple fix to a problem, I'm greeted with a lazy solution on their part.

I brought in a brand new pair of Samsung Buds2 Pro, sealed and the guy at the counter asked me to open them. I said if he opens them he'll have to buy them. He told me the price he can offer for them and I said yes, it's fine. He opened them, had a look at them and then he said he'll have to keep them to run some tests. That's when I asked him why he didn't tell me that at the beginning as I do not leave nearby and I am looking to sell them on the spot. He said he's sorry and that's the procedure. Now I took them to another shop and they gave me less because the seal was ripped off. I'm never going back to CEX ever again although my friends warned me ahead and I still went.

I was sold a Spider Man: Miles Morales PS5 copy which didn't work at all because of multiple scratches on the back of the disc. I went back in to return it, and the guy told me that, because I don't have a receipt or any proof I bought it from them, they can't return it. But the best part? The guy who SOLD it to me was standing right next to him and didn't say a word.
Another time, I bought a Switch Lite and the left analog was extremely faulty, so I wanted to trade it in for a voucher or just return it. But then another worker butted in and told me I have to wait for 2-3 weeks for them to test it, and then I need to give them a chance to fix it, and only then would they "buy" the console off me; not refund me; buy it off me for a much smaller price.
Overall, product quality is extremely inconsistent and poor, staff only get involved when it benefits them and not the customer, and it's just a waste of time shopping here.
You want a console or a new game? Just buy it off eBay or Amazon. Yeah, it'll be a bit more expensive, but at least you're guaranteed a good-quality product.