Add your feedback on gadget recycler Cex

mf78

Well surprise surprise, what a waste of time. After chasing them up I got an email back today telling me my phone had been rejected as the power/end call button didn't respons. Nonsense as it worked fine, but they then went on to claim it was returned to me on the 1st of August! I cant think of any postal service rate that takes 2 weeks to arrive, so I'm going to assume it was never sent. Possibly lost but I know how unlikely that is. I'm going to press them for proof it was sent as I suspect its got lost (or worse) at their end.

tappet_rattle

I took my 2 year old samsung galaxy s i9000 into sheffield CEX and was given £63 cash or £93 exchange, i took the cash. They tested it which took an hour. No hassles no haggling a straight offer. I was more than happy with the price and service. The best offer online from other recyclers was £70 and it would have cost me at least £6 to post it recorded and after reading the reviews on here a bit dodgy so i decided to go to CEX. The phone was mint and in it's original box with charger and earphones.

WaynL

In the past, I've had a relatively good experience with Cex (In Store), in terms of them giving buying prices and finding affordable kit.

Now here's where it seems to be going south - I needed a certain discontinued camera and found one via the Cex website for a reasonable price of £175. They state you can use your credit voucher as part or full payment so I traded in some games and an old Nokia for £120 credit at my local store.

I ordered the camera which came a few days later as promised, no problems there.. They take full payment from your account and when you send them the voucher, they refund the amount to your account.

I sent the voucher off a few days later via recorded delivery expecting the £120 back in my account, but I didnt see or hear anything from them. So I emailed them, and they asked for the tracking details and voucher number which I promptly sent them.
A few more days later, They said "We are liaising with our WeSell team in regards to this voucher redemption and shall revert once we have an update on the same"...

A week later, nothing, yesterday I email again asking for an update, Today I get another email stating the exact same thing
"We are liaising with our WeSell team in regards to this voucher redemption and shall revert once we have an update on the same."

I know they have received the voucher as RM indicate it was delivered and signed for, and I cant believe it would take them so long just to process a voucher. after all, it must just be a case of inputting the voucher number to verify the credit and refund it to an account!

Judging from all the negative experiences that people have had with Cex, this points to either total incompetence or deliberate fraud. I really didnt want to use them online, and if the camera I wanted was in a closer store, I would have just traded in-store and called it a day, but as as it wasnt, I decided to use the site, even though I had heard some horror stories.

I ensured everything was done accordingly, within their required timescales and sent Special Delivery (an extra £6!), but they have not since fulfilled their end of the bargin.

Cex shouldnt be allowed to get away with this poor customer service.

Im waiting to hear from them and hopefully the outcome will restore my confidence in them. To be continued...

tiger120111

i recommend you not shop with cex
(1) no tech knowledge whotsoever
(2) prices are higher than retail
(3) dont like to give refunds and avoid doing so
(4) dont follow sales of goods act
(5) dont reply to customer emails only copy and pasted emails
(6) staff have no training or know what they are doing
Brought a blackberry 9320 from cex tooting during charging the handset becomes hot to the touch sometimes to hot to touch cuts of radio during calls
having to reload the operating system more than once after taking the blackberry for their so called testing a kid who looked about 12 attempted to test he used an iphone sim not even set for blackberry he then continued to call 150 for ten minutes then hung up the phone and said sorry we dont do refunds email the head office you might get a reply dont count on it i have brought other handsets from cex croydon which were as follows 2x sony ericssons (reported Stolen)
1x Sony ericssons Water Damaged
1x sony Ericsson Melted while on charge
1 blackberry Damaged screen and battery
so my option of cex go and buy new

WaynL

Just a quick update, to the situation with my £120 refund. I finally did get this voucher refund so Cex can count themselves lucky.

Based on my experience, my thoughts and suggestions would be:

Buying/selling to Cex via their website is not a pleasant experience, if you need to deal with them, try deal with them in store first.

If you do go the online route, be prepared for unhelpful emails and long waits in between.

Whoever runs their facebook site is much more adept than whoever takes care of their email customer service. (Seems if you post on their FB page, you will get a quicker response than emailing them.
:beer:

skivenov

I sold my old phone (Xperia U) to them and can't grumble really.

The site offered £65, £60 or £55 depending on condition. I decided to chance my hand and put it down as condition A. I sent it in at their cost on Monday. On Wednesday I had an email saying it'd been regraded.

They put it down to a C, to be fair, in my opinion it was a B, but to be fair, the price was still really good (I paid £60 for the phone 3 months ago).

I confirmed this was ok by email this morning, and half an hour later, the money was in my paypal.

John__Boy_3

Lost £70 iPod order using Cex and there own packaging with postage costs even with it being tracked online they refuse to deal with it or reimburse me and this has been an ongoing complaint for 2 years?.

Reported them to Watch Dog and so should everyone else before its too late.....:mad::mad::mad:

darkangel-42

I used to work in the camera shop next door to a CEX and a lot of our stolen items would turn up there not long after going missing. They accept a lot of dubiously sourced goods.

I don't think I know of a single person being offered A grade prices and that includes people who have brought in new in box items with documentation.

I've been offered pence for items going for upwards of a tenner on ebay in worse condition than mine so I would say avoid.

They have lines out the door, staff wandering about for no reason, stores (I've been in 3) tend to be dingy and smell funny, staff are rude and know nothing about tech. Be prepared to argue, you can stand there and press the button, thus proving the button does something, only to have them tell you the button doesn't work.

They also have a bad habit of knocking the price down by putting the item into their computer as something else ie, without digital copy when it has it, ordinary as opposed to special edition, 1 disc instead of 2, a generation earlier than it is, not including features that are clearly there...

50Twuncle

Went to CeX this morning to see if they wanted my MINT, 2 year old Samsung Note (their website rates it at (up to) £139 - they eventually offered me £59 which was after an initial offer of £39 - NOT ENOUGH
and the smell in the shop was awful - I honestly believe that a customer has died waiting to be offered a reasonable figure for their phone !!
So they have been given a 2nd chance by MSM - Why ?
They should be closed down tomorrow - shysters !!

MillicentBystander

Two experiences of CEX for me and I have to say both entirely positive. Barnsley CEX paid £61 (top price) for my 16 month old Sammy Tab 2 8GB 7" without a quibble (it had been used quite a lot but really was in mint conditioin!). Then I bought a Nook HD+ 16GB in A Condition from their web site for £85 plus £2.50 P&P (sent by special delivery!). When it arrived it was basically NEW and as an added bonus they sent the 32GB one by mistake!