CeX UK

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.