Response from CEX

marcarm · 7 December 2015 at 11:27AM

I'm trying to get some help from CEX for an order I received last week.

I ordered a Kindle Paperwhite for my wife's Xmas present which arrived on Wednesday. Put it in the draw and went to have a look at it on Thursday. I've never used a kindle and don't know too much about it, but I was very disappointed with it, the screen was a bit rubbish and nothing like I expected. I checked the serial number on Amazon and it turns out it is a kindle basic, which sells for £20 less than a paperwhite on their site. On checking the box etc it is now obvious I was sent the wrong item.

I immediately emailed them, (they have no phone number) and have not received a response as yet, I know it's not been long but I was just wondering if others have been receiving replies. I've had issues in the past and have been good at responding at least the same day.

neilmcl · 7 December 2015 at 12:04PM

When did you email them?

arcon5 · 7 December 2015 at 12:08PM

Phone them?

neilmcl · 7 December 2015 at 12:12PM

arcon5 wrote: »

Phone them?

marcarm wrote: »

I immediately emailed them, (they have no phone number)

You seemed to have missed this bit.

pappa_golf · 7 December 2015 at 12:58PM

T: 01923 222316 W: http://www.uk.webuy.com

sorry , bad number

pappa_golf · 7 December 2015 at 1:09PM

0845 345 1664 , IF they answer

marcarm · 7 December 2015 at 1:11PM

neilmcl wrote: »

When did you email them?

Emailed Thursday night so was probably picked up on Friday.

Just in previous experiences they have been quick to reply so wondered if they were slow for everyone else.

They do not have a number on their website, insisting that their contact us form will reach the right department faster. I'll give them till tomorrow before chasing again.

ShadowPuma · 8 December 2015 at 9:45AM

pappa_golf wrote: »

0845 345 1664 , IF they answer

Ring it and you get a message saying "we don't accept phone calls anymore please email us".

I spoke to the staff yesterday as I went in to get an Xmas pressie for someone and they said it used to ring constantly with people asking for trade in prices for whole lists of games so management decided to take it away completely. Even the staff are a bit unhappy about it although they understand why.

marcarm · 8 December 2015 at 10:08AM

I emailed them again last night chasing as I want to get it sorted out. I can always raise a dispute with PayPal if required but it's annoying.

arcon5 · 8 December 2015 at 10:12AM

neilmcl wrote: »

You seemed to have missed this bit.

edit:

ok scratch that, seems tel numbers are internal use only. Strange set up this.

marcarm · 9 December 2015 at 11:27AM

Finally got a response after raising a paypal dispute.

They want me to send the item back to them, which I'm happy for them to have back but I am at home with 2 small children while my wife is at work, and the nearest post office is over 2 miles away, down a main road. I cannot walk with the children as I have no double buggy, and my 2yo will not walk 4 miles down that road near the cars. I cannot get to the post office till saturday, by which time I'm running out of time to get the correct item for Xmas.

I also have no packaging so will have to buy that, as well as pay for it to be sent back.

I though in this case they should be resolving the issue at no cost or inconvenience to me? I have said I will take delivery of the correct item and hand the incorrect one back at the time, otherwise it is up to 5 days for them to receive it back, and another 5 days for the refund to process, all because of their error.

Not sure where to go from here?

Response from CEX

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