Dan R.

I bought 2 items online both were listed grade A which according the (almost hidden) grading section on their website means "mint". Neither were mint by a long shot. The first one I returned to my local store where the staff said it was more like grade B and also confirmed it had fault. The second one was also more like grade B and also shipped with grubby accessories that would have taken minutes to clean. I returned this, too, to my local store and was surprised to see the previous one I returned in their window as grade A!
I had no trouble at all getting refunds and maybe that is because they know another sucker will buy that item soon and hopefully not notice the fault or return it. The stores are very thorough when assessing an item to buy - they do not deem anything less than perfect as grade A. However, there are many complaints of customers receiving grade A items which are anything but perfect. Very odd...
The online customer service is useless, too. I'm guessing it's based in India, staffed by people who have excellent written english but who have never even been to one of the stores. They write polite but generic replies which rarely refer to the specifics of the case but just apologise and recommend you return the item.
I wouldn't recommend buying any item online from CEX where condition is a major factor. Actually I wouldn't buy anything from them at all.