CEX won't exchange...any Advice please?

airbubble_2

Hi
Hope someone can advise here. My mum bought my son a FIFA '12 Xbox 360 game and wrapped it up, my son came toplay it only it would not play. We returned to the store today only for the member of staff to notice it was for a Playstation not Xbox. The case said Xbox but they had put a Playstation game in it by error. Now they refuse to exchange to the correct disc as I only have the Visa part of the receipt not the actual detailed receipt. I know which till it ws bought at the time and day and who served me and my mum on the day..But still they refuse to exchange. Any advise what I should do please?

newbie2010

I have not been in that situation myself but have you thought about emailing through their website you may get a better response.

airbubble_2

Yeah thanks..says they take upto 5 working days to reply :-(

Bikertov

I'm suprised at Cex - they are usually quite helpful on rectifying problems from my experience.

They ought to be able to trace the transaction from the date and the staff member, and they should also be able to tell from their stock levels that they are a PS3 disk short and an Xbox disk extra, compared to the game boxes they have.

Have you spoken to the store manager ?

airbubble_2

yes...been through all that they say stock levels are ok..but maybe they checked in as an Xbox game? and to trace the transaction would take days as they were so busy over the holidays..but we know the day and time, So we think best action is to go back tomorrow and insist on an exchange after reading Martin's sale of goods act I think we have a good case.

Poppy9

You only need proof of purchase to return the item and you have this with your Visa slip. As a shop is not required by law to give you a receipt for your purchase you do not have to provide a receipt as proof of purchase.

They have sold you the wrong game so they have to exchange it. If they refuse, which they may well do in store, then your options are:

• contact HQ
• contact Consumer direct - but they are a bit useless IMO
• sue them via small claims court for the cost of buying the right game.

newbie2010

Robert Dudani is the founder of CEX and his email is robert@webuy.com. I would contact him direct and explain the situation giving him all the info you can. In the subject box make sure you put it FAO Robert Dudani.

chrismcfall

airbubble wrote: »

yes...been through all that they say stock levels are ok..but maybe they checked in as an Xbox game? and to trace the transaction would take days as they were so busy over the holidays..but we know the day and time, So we think best action is to go back tomorrow and insist on an exchange after reading Martin's sale of goods act I think we have a good case.

I work for CeX. It'd take seconds to find the sale, even without the CC receipt, especially with the info you provided. Go back in tomorrow, ask again, no joy ask for Supervisor/Assistant Manager/Manager who will be able to sort it out.