CeX UKReviews 281

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.

If I could give zero I would...

I sold my sons phone on the basis of it working, but had scratches... was offered a decent amount of money.

However when the phone was dropped off at the store they changed this classification and deemed that the camera had a scratch, and was therefore not working.

They left a voicemail offering £20 for an iPhone 6s... upon speaking to their customer service team they have revised this offer to £15 as they made an error on the memory size of the phone.

Absolute cowboys... really sharp dishonest practice

Terrible.
Item was sold as A grade. Perfect for gift.

It arrived. I got it out of the box and one if the buttons fell off straight away.

Cex reaction has been poor. I asked to return. They said they need to investigate with store before I can return. After raising PayPal dispute I had a reply asking me to send the item back. As 8ts over £100 value cex want me to pay for return insured postage. Then claim the postage back by cheque. I'm not convinced with their customer service and so don't trust them to send timely cheque. Plus, who uses cheques now?! I'd have to drive into town, park, get mask on, visit bank to pay it in. Ridiculous. I wouldn't buy anything from them again.

Order *******

I used to like this store, I got most of my consoles and games from there.
But the quality of the items they're selling seems terrible now.
It's like they've given up properly assessing things when buying from people and just sell on any old $#*!e, no matter if it's working or not.
We've tried to buy two really expensive Xbox One controllers from them recently and we've been sent a knackered pad with bits missing and then a pad with a analogue stick fault.
These aren't hard things to spot, anyone with a brain and/or a functioning eye could see that there's problems with the pad, yet they're selling them on at £70 a piece?
It doesn't make any sense.
It sounds a bit like they just don't care any more.
Will hopefully be refunded in a few weeks time but we'll see.
I think I'll be avoiding them from now on. Hopefully a business that cares about customers will soon take their place.

Ive sent two consignments to CEX both delivered on 21st April, its now 27th May and no change in the order status. It still read 'they're awaiting my goods'. I have twice emailed them and received generic unhelpful responses. I can't find a complaints phone number. I'm stuck with £550 of goods missing and I can't find out what's happening. I, like everyone else am fully aware of the current situation, however even today they're still accepting goods to buy from you. In their 'help' section it still states your money will be with you in a week!

In April I sent my I phone 8 to C ex after getting an estimate of £208 as it was in mint condition and had never been used without a case and protector screen. After a week contacted them and was told that the phone was being regraded and the offer was now £133 without an explanation. After enquiring was told that there were deep scratches of the face of the phone. I told them that that was not possible as I had taken a picture of the phone before sending it and it showed no damage. The tried to say their engineers were trained and would not damage a phone and suggested it may have occurred in transit. I had packed the phone in two separate boxes and there is no way that would occur. They asked for photos of the phone which I gave them and after e mails back and forward they now ask again for photos and are clearly delaying matters. I have informed them I will contact trading standards and the police re damage to my property. I have since had to sell the phone at a large loss as there is a scratch on the screen. Do not deal with this crowd.

I bought a playstation 2 and it arrived completely broken and smashed in the post. You have not fixed or resolved this issue and it's been 3 weeks so far. Help you to help me? I paid you money. How's that for help? You sent me a product which is unusable and broken beyond repair. How's that for help? You took ages to respond. No help. You offered to pay me money back if I can send the ps2 to you, I cannot as I am a high-risk individual (it is not, as you say merely a concern, I have been told by the government to stay inside until the end of June at least.) That is no help to me. I am now sitting here with a broken ps2 which has zero function. I am out of £50 and the 'help' you offered me is a solution which means, and let's break this down; at the very soonest I can get to the post office July 1st, then say the ps2 takes 3 days to get to you, then a week or so to process, then the 21 days for the month to go back into my account. How is that help? Also, please can you explain why my review has been taken down by CEX, with no swearing, threatening language or anything that breaks the rules or guidelines? This is not a good solution.

My 13 year old step son wanted to sell a couple of games to raise a few quid. However, due to lockdown he has had to send them in via post. I explained that he should send it via signed and recorded delivery for peace of mind but being an impatient 13 year old year he couldn't wait a day for me to go to post office with them so decided to send them right away by normal post.
That was 3 weeks ago and we haven't heard a thing from them. The address was wrote out perfect and had 3 1st class stamps on it and only weighed about 70 grams. (He weighed to check it was within postal regs) obviously it could of got lost in the post but the chances are that it made it there but because it wasn't a recorded delivery someone has decided to instead steal it.
Stealing from a 13 year old child - unbelievable
MAKE SURE ALL ITEMS ARE SENT VIA SIGNED AND RECORDED DELIVERY! ******* - thats the order ID if anyone from cex is reading this and cares enough to investigate for my step son. If so, i thank you.

I HEAR CUSTOMERS OF CEX THAT HAVE BEEN RIPPED OFF ARE TALKING ABOUT GLUING CEX STORES BARREL LOCKS WITH LOCTITE GLUE THAT IS AVAILABLE IN THE POUND SHOP!. I HEAR THIS GLUE SEALS BARREL LOCKS SOLID IN SECONDS!. I HEAR IF THEY TRIED TO OPEN THE SHUTTERS TO THE STORES IN THE MORNING THEY COULDN'T AS THE BARREL LOCKS WOULD BE GLUED SOLID & THEY WOULDN'T BE ABLE TO OPEN THE STORE!. I WONDER WHAT IT WOULD BE LIKE IF ALL THE PEOPLE CEX HAS RIPPED OFF & STOLE FROM ALL OVER THE COUNTRY STARTED GLUING THEIR STORES BARREL LOCKS WITH LOCTITE. EVERY NIGHT. I HEAR CUSTOMERS WHO HAVE BEEN RIPPED OFF BY CEX IN THE PAST ARE TALKING ABOUT STARTING A CAMPAIGN TO. RUN CEX OUT OF TOWN. POWER TO THE PEOPLE!.

While discussing an issue with customer service staff at their Uxbridge Store, I asked to speak to the manager.

The manager came to the phone and the greeted me with the words 'What's the problem'!

Upon me pointing out that I was slightly shocked by his telephone etiquettes, he insisted to justify that it is absolutely acceptable way of taking a call by the words 'What's the problem'.

At this point, I just told him that I will speak to their central support team about my issue rather than tolerate this aggressive and offensive attitude.

My issue was finally resolved by the team at head office.

However, I just feel that this kind of culture is allowed to breed with lack of consequences and I am sure this staff member will carry on speaking to customers in this manner.

I am shaking while typing this review I have been swindled, bamboozled and led astray, I gave sold an Xbox One S to CEX for £101 they received the parcel 10 days prior to this review, daily I checked the status of the sale and it was constantly pending testing of the products, I decided to email them today I was then greeted with an automated email that says my product has been revalued at £63 even though I was promised £101, after a few back and forths there was no compromise. Disgusting customer service I hope no one else go's through what I went through

We sold a phone to CEX which was in full working order, complete in box and pretty much as new. 6 months later (last month) a letter comes through from Business Loss Prevention (BPL) saying the phone we had sold to CEX had been blocked and they wanted the money back or would be going down the civil suit route. A quick email to BPL to point out that we aren't giving them a single penny unless they come back with 100% proof this was to do with US and not the person who bought the phone from them after we had sold it, and they seem to have suddenly gone away. Given that CEX check devices before buying them to make sure they aren't lost or stolen or blocked ect, this seems like some kind of scam they've got going on to try and extort money from folk.

Never sell high value devices to these people.

Bought an Xbox one from them. I started having blu ray disk drive issues around 2 months later and by reading the terms and conditions policies I am entitled to a straight swap or refund (in voucher) that's a whole different story I won't go into. All I wanted was a simple straight swap for the exact same console specs, not trying to get an upgrade or different product out of them I just want one that works. They said they needed to test it out first, then they claim there is nothing wrong with it and they can't act on what they can't see. It's an issue that isn't constant but happens enough then be a pain in the $#*!. A quick half an hour testing isn't necessarily going to spot any problems. Will never buy any expensive equipment from there again that's for sure.