Getting a cash refund from CeX

mjgreen60

pcombo wrote: »

Your all drama queens.

Pointless!

councilgarret

pcombo wrote: »

Your all drama queens.

LOL - you didn't see me burst into tears in the shop when i was told about the refund situation when i took it back first time!

councilgarret

latest reply -

Thank you for your response.

CeX have not breached your statutory rights. Our own terms and conditions have been upheld, and we are well within consumer law to deny a cash refund due to the time-frame involved.

All retailers must offer a 'reasonable' time frame after purchase for a refund should the item develop a fault. In line with many other electronic retailers, CeX offer a 28 day refund period. Once this time has passed, each retailer can implement their own policies ensuring that customers aren't at a loss if the fault is through no fault of their own. In CeX's case, we offer to aim to:

- Repair the item (if economic)
- Replace the item (provided one is available)
- Refund to the current amount in CeX store credit.

I do understand your frustration in this matter, but as previously stated - we are more than happy to help you within our policy.

Kind Regards,

Richard

Oh yes, and my camera isn't listed on the site anymore - closest equivalent is now £42 rather than £58. I feel like Lando Calrissian dealing with the sodding empire - 'this deal just keeps getting worse all the time...'

pulliptears

Nows the time to send a Letter Before Action (LBA). There are a few templates here which you can tweak:

http://www.consumerdirect.gov.uk/after_you_buy/making-complaint/template-letters/

deanos

Have you spoke to Consumer Direct or trading standards, IMO they are in the wrong if they wont replace or repair you should not have to accept a store credit, im no legal eagle but does not sound right to me.

councilgarret

forwarded the emails to my local trading standards office, they got back to me and told me to register the complaint with consumer direct - then send a registered letter, then if i don't get results after 14 days CD can refer it to trading standards. Trading stadards say i can only claim a refund on the durability area - I'm out of time on all other options. Will continue to let you know how it goes...

Olokia

I work for CEX and I just wanted to answer one thing. (Please don't have a go at me because I work there, I understand your situation and this post is me writing unofficially.)

I can't answer the refund in store vouchers / cash because I do what I'm told to do for that.


Councilgarret - You said that the camera has disappeared off the website and the nearest equivalent is only £42. Don''t worry, when you are on the buy side of CEX, if the item is out of stock from all stores, it doesn't show up in the search. No items get deleted from our database.