Cex

Dhaval10

I bought a PS3 game today from my local CeX store.

I wish to return the game as it is the wrong one (I am not that much into gaming).

If I go to return it tomorrow, will I get my full cash refund?

Thanks.

db21111

The instore guys are usually good. They might all look and act like a raggedy bunch but the ones in Brum know their stuff and are pretty helpful. I expect they'll refund you but I don't know the exact rules. I'd think they'd be fine though.

indigofire

I would just like to say I have used CEX three times. twice in Manchester and one in Yeovil and never had a problem. I don't work there and I am no Scally.

Everytime I sell something I take the box and the receipt (I keep receipts as it helps to prove you haven't stolen it.). I always take a driving license and bank statement. Even though I have a membership card. I sold an ipod classic there and got £30 extra then I would have if i took it to cash generators. (which I hate with a passion for there rip off prices)

I was considering buying an Iphone 4 there, but I don't think I will take the risk. I agree that some of the people who go in there look dodgy, but I ask that you don't tar all sellers with the same brush.

One thing I really don't like about Cex is that you cant phone the store. I live 17 miles from Cex and its an hours bus ride. So risking going there and finding they don't have the cash can be dissapointing, but has never happened to me.

All buisnesses have there problems and I find it odd every time someone here tries to defend it they get torn down.

Also the staff have been curteous and respectful when I have spoke to them and they have never played music too loud.

grandmastashi

I'm having trouble with them at the moment.

I had a voucher for £86 from the sale of a bunch of stuff, so decided to buy an Apple TV 2 on their website. I had to pay up front for the item, then send the voucher back to receive a refund within 7 to 10 business days.

I followed the procedure on their website to the letter, sent the voucher special delivery which was confirmed to have been delivered the following day (27th July).

It's now the 16th of August and 17 full working days have passed and no sign of my money. I've emailed the person I'd been dealing with and received no response, left a message on their Facebook and starting to get a little ticked off at the situation.

After a bit of digging I've found their phone number, but I'll never deal with them online again.

If they don't pay up soon, should I be thinking about contacting their local trading standards?

UPDATE:

Read on another forum that if you're having problems with CEX online, write them a paper letter stating how angry you are, maybe threaten a little legal action too and things will magically get fixed.

Guess what, it worked!

D.T.A_Dont_Trust_Anybody

My advice to anyone seeking a full cash refund on anything bought in store is don't bother. They will first state company policy is voucher refund only, then they will claim that they can't physically issue a cash refund through their tills. If you persist in asking for a refund they call the police on you.
I purchased a game costing £15. I've checked online and this is the going rate for this game in good condition and complete.
In store, I checked the disc, and stipulated that the instruction book should be included for the purpose of keeping the game in my collection. I saw the MOS put inserts into the box, but only realised after leaving the store that the instruction book was missing. I immediately went back in less than a minute later and stated that I required this book, that I thought the MOS had included them, and that I wanted a refund.
I was told by another MOS that only a voucher could be issued, and despite only being gone for a minute, and the goods at £15 were not of satisfactory quality, that they could not reverse the transaction or issue me a cash refund. I explained these points assertively, not backing down, my right as a customer is to ask for a cash refund, no matter what the company policy may be.
Every situation is different and in this instance I had barely left the shop and the goods were not of satisfactory quality for the price. I simply cannot believe that any shop is physically unable to return money to a customer, and that their decision was more of a "will not" rather than a "cannot".
Well after several minutes of keeping the MOS from serving other customers and asking and being refused a refund, I was confronted by 2 large PCSO's who had been called by staff reporting that I was acting aggressively. I state now that I was only acting assertively, not shouting or swearing, not gesticulating, not getting angry. I was simply asking for my refund that I am entitled to.
Because I wasn't acting violently the PCSO's could do nothing but attempt to threaten and intimidate me during our conversation, I know that they can't physically put their hands on me or force me to leave. I asked them if they thought I was acting aggressively as the MOS had reported and of course they wouldn't answer.
Under duress I accepted a voucher, it was then that I asked the MOS if he believed that a customer asking for a refund is cause enough to call the police, he admitted that I wasn't acting aggressively after all and described my presence in store as more of a "nuisance" The PCSO's weren't concerned by this, as far as they were concerned I had got my voucher and they could now tell me to leave.
Is this how CEX deals with unhappy customers? by calling the police?
Everyone in the shop was looking. I bet that left a good impression on all those people who were in the shop. Some even commented that I wasn't being aggressive or breaching the peace, I was merely an unhappy customer trying to get their money back. Maybe some of them thought that if they ever needed a refund at some point they might end up having to talk to the police too.
The main problem I have with this is the fact that CEX would rather call the police than issue a refund. Shops quibble over returns and refunds and customers demand their money back, that's how it works. How dare CEX turn a customer complaint into a police matter, especially considering that 99% of other shops would look at the situation and use a bit of common sense and goodwill, instead of causing a massive scene and possibly escalate the situation.
I'm not a violent person and can control my emotions in stressful situations, but I can imagine someone who is not so, faced with police invading their personal space and being intimidating reacting badly. Why on Earth would CEX staff risk that situation over a £15 refund?
CEX WOULD RATHER CALL THE POLICE THAN ISSUE A CASH REFUND

D.T.A_Dont_Trust_Anybody

Right now CEX have so many people returning items bought online, they can't cope and refunds are being delayed for over a month. They have a massive backlog of returned items.
Apparently they have also begun issuing refunds by cheque, even if the customer used Paypal..
So don't order anything from them online if you think you may need to return it, which, chances are you will have to because they are a second hand shop with very low standards.

Nairn1980

My 18 month iPhone 4S was just off contract. I used it quite often but it had had a screen protector and case and was absolutely MINT for an iPhone. The website said £208 if mint with box etc.

I took it in and a guy looked at it and commented that there were a few very light signs of wear... I couldn't see any mark at all but he insisted it wasn't mint (despite other people saying how mint it was).
His manager overheard (a female) who came up and said a mint one would be UNUSED with headphones and plug unused and sealed. I commented this would be NEW and not MINT. She even suggested it had water damage which was absolute rubbish!

She also said the full value wasn't cash and was STORE CREDIT. If I wanted cash it was £156!!! Some difference from £208!!!

I left in disgust and walked around to Carphone warehouse who said the phone was absolutely A1 and offered me just shy of CEX top price, putting the money straight onto my debit card. What a different experience.

My opinion is that CEX are absolute crooks and the Glasgow store are a disgrace and basically ROBBERS!!!!

In my opinion DO NOT USE THIS STORE!!!

mode

I visited my local Cex in November and traded a number of tech items in exchange for store credit, which I was intending to use later for christmas gifts. I had about £200 and brought a camera for myself which left me £80. The store gave me a receipt and told me it was my credit voucher and I should just present it at a later date.
I returned to the shop in December looking to buy several items for my daughter for Christmas and was then told that I didn't have the correct store credit note and should have been given a counterpart as well as the receipt. They then refused to honour it and said my only course of action was to contact their head office to resolve the issue.
I contacted their "we-care" online helpline on the 21st December and it stated I should get a reply in 2 days. By the 27th I still had no reply and contacted them again. I contacted them again on the 31st as still no response and it is now the 3rd and still no reply. I realise it is christmas but there are a number of customer care staff replying to messages on their Facebook page.
It is disgusting that they have taken and sold my goods but I now can't use the funds because if their error and they are refusing to acknowledge me.
I won't be using them again, that's for sure!

Haseverynamegone

A rather disappointingly similar experience to others on here.....so posted as a word of caution to others.

I bought on 29/12 what I thought was an iPod Touch 3G for youngest son. His brothers have iPods and he wanted his own. The label said 3G and the member of staff confirmed it. Only trouble was on Xmas day I came to update the software to download his games from iTunes only to discover it is actually a 2G. So sold not as advertised. The lad's present was useless.

Straight into the shop 29th, only to be told.....

1. "Sold a seen so no refund due"

2. Changed to "ok, as a gesture of goodwill you can have a credit note". "Our policy is no refunds, I am not allowed to issue any refunds under any circumstances". Very telling! I refused and demanded my refund to my debit card.

3. "You will have to email wecare@webuy.com then because I can't do any more for you.

So, frustrated I go off to email them. Eighteen emails later I have still received no response. Even emailed robert@webuy.com the CEO. Got his out of office just saying "abroad", accompanied by a rather unprofessional Gif of Luke Skywalker being handed a beer. I kid you not! Posted to their twitter feed, no reply.

So, what else to do......reported through CAB, who confirm I am within my rights to seek a full refund. They have also escalated to TSO for them to investigate. Hopefully this will lead somewhere as I am now out of pocket for not just the original mis-sold item but also the cost of the replacement for my son.

What an absolute shower of a company! To openly act in direct contravention of the sale of goods act (refusing to refund items not sold as advertised) seemingly repeatedly. Unbelievable.

I will keep you posted as it progresses, or not....

GRRRR!!

Haseverynamegone

By the way check out the linkedin page of Robert Dudani, the CEO. For his university summary it says "smoking spliff sand drinking beer, didn't everyone"?

I am NOT joking, go check.
Tells you all you need to know.

What a quality operation they are.