Cex...How can such a company go on???

sottyc

Ok basically ordered a Macbook air from them which was for obvious reasons way above £200 which means as stated on their site they will delivery using special delivery royal mail (which is always next day)


The item said 2 in stock and 1-2 available at the Plymouth and Hull stores. Waited and send a few emails regarding when the item would arrive and got one response yesterday finally saying item ready for dispatch you will have it shortly. Yet when I log in online this morning it said sticking picking complete...not ready for dispatch or dispatched so after about 20 more emails I get a reply saying sorry we have now got it ready for dispatch!


At this point the online status was ready for dispatch...then I emailed to find out if I could have the tracking number and after lots of emails they email back saying not to contact them anymore and they are investigating the matter with the store who are sending me the item. INVESTIGATING WHAT???

Just before this I checked the stock for the item online and it said non available on line and only hull has them now..

BUT after telling me they will investigate I checked again and says non in stock anywhere...!


If they come back to me after a week or so telling me oh sorry we didn't:mad: have the item can I not do something get compensated due to me being without the money for that long?


Also what was odd was the item was priced pretty cheap..The older macbooks were more expensive and this "newer" model was cheaper by about £100 and in A condition?

geordieracer

Oh you wont get compensated as you have suffered no loss IMO.You were quite happy to pay for the item(whether you got it or not) so you have lost nothing.

The problem is is that emailing them so many times has probably !!!!ed up their automated reply and order system which has then led to the stock being sent for dispatch then held pending your many queries then not sent by some mistake then sold.

Mistakes can happen i suggest you get your refund and look elsewhere

sottyc

well they had a minimum of four? or two if they just source from their stores...i have to send many emails to get a small response..which explains nothing..I was willing to pay the money to get the item the next day...not to wait for dispatch...my order status is still waiting for dispatch

geordieracer

So if your waiting then wait for it to arrive.

Evilm

20 emails? That is a lot of emails, how long has this been going on for?

Olokia

I used to work on CEX ecom and here are my thoughts. (not replying on CEX's behalf)

Ok basically ordered a Macbook air from them which was for obvious reasons way above £200 which means as stated on their site they will delivery using special delivery royal mail (which is always next day)

Yes next day, after it has been dispatched. I know when we were picking expensive items, it took longer to get the voucher code for payment. This was because people kept trying to scam CEX, so they are very careful now when processing expensive orders. Annoying I know but blame the scammers not CEX.

The item said 2 in stock and 1-2 available at the Plymouth and Hull stores.

Just before this I checked the stock for the item online and it said non available on line and only hull has them now.. BUT after telling me they will investigate I checked again and says non in stock anywhere...!

So 2 in stock in the whole of CEX. Then you bought one and someone else bought one online (or got sold in store. Unfortunately that can happen). If you were allocated the one in Plymouth and that gets sold/has a problem then it takes a little bit of time to get reallocated to the one in Hull.

At this point the online status was ready for dispatch.

Sounds good... The store has been paid and they should be packing it up that day or the next. Depends on how busy the store is with the instore customers. Or if this happened on Friday evening, then the postman didn't come until Tuesday. They don't pick up the mail on weekends or bank holidays.

20 more emails

20 emails over how long??? The person you are emailing is very busy with other people's emails. One would be enough. They will get back to you.

then I emailed to find out if I could have the tracking number and after lots of emails they email back saying not to contact them anymore and they are investigating the matter with the store who are sending me the item. INVESTIGATING WHAT???

They told you not to email because they got the message. They are trying to deal with your query. They are investigating to find out the tracking number. The store has it, not ecom helpdesk. They will tell you when they get the answer from the store. And remember, it was a bank holiday weekend(and I think easter holidays), the store is going to be very busy!

If they come back to me after a week or so telling me oh sorry we didn't have the item can I not do something get compensated due to me being without the money for that long?

Compensated for what? You are not losing any money. If they didn't have it, you would get your money back. Unlikely but if it was a bargain as you say, then other people could have bought it as well. The online stock updates when someone buys online but while the item is being allocated to a store, someone might buy it instore.

Also what was odd was the item was priced pretty cheap..The older macbooks were more expensive and this "newer" model was cheaper by about £100 and in A condition?

They price things by supply and demand. I have known lots of times where a 2 film boxset is cheaper than one of the films in that boxset. Or a new game is really cheap because they have too many copies of that game.

DCFC79

They continue to go on because people continue to use them,

JOHN1982

I've used CEX loads of times and have never had a problem. I bet they had it all ready to be sent out to you and then ...

sottyc wrote: »

[A]fter about 20 more emails...

I'd have made the system show your Macbook was out of stock "all of a sudden" and you lose out. As Olokia said, they're busy people!

chrismcfall

Olokia wrote: »

I used to work on CEX ecom and here are my thoughts. (not replying on CEX's behalf)

Finally someone on a forum who knows who they're talking about on forums! (I do ecom for CEX on a store level from time to time.)

OP: have you got your Mac yet?

Kite2010

The only problems I've had with CEX is with damaged CDs/DVDs or wrong discs in cases, so I now check all the discs before leaving the store for any signs of damage & to make sure it's the correct disc.

20 emails is excessive

chrismcfall

Kite2010 wrote: »

The only problems I've had with CEX is with damaged CDs/DVDs or wrong discs in cases, so I now check all the discs before leaving the store for any signs of damage & to make sure it's the correct disc.

All stores owned by the company should be getting their own pro disc cleaners on site soon so they can just make it all new for you