CeX haven't delivered

SocStudent

Hi, Hope you can help me. I bought a second-hand 16GB iPod Nano for £60 online from CeX in January. It was listed as being in stock. I got a confirmation email with the correct part identified on it.

I received an iPod about a week later, but it was the wrong type - 8GB instead of 16GB, so I returned it. I received an email confirming receipt of the return in early February.

However, since then I have not received a replacement or a refund despite many requests. I have emailed them six times, contacted them on Facebook and Twitter. They have replied on three occasions apologising for the error, and promising to "process it shortly".

But now, 10 weeks after I returned the item, I still have no iPod and no refund, and I'm £60 out of pocket. Not much money to some people, but I am a student and I need the money!

I paid with an HSBC Visa Debit card, but the bank have said they are unable to help as the transaction was not fraudulent (I think it was!).

Please can you suggest what action I can take to get my money back? Can I get anywhere with the bank? Small claims court? Trading Standards?

Many thanks!

Clare

MamaMoo_2

Phone the bank back, not the fraud dept this time, and ask them to do a chargeback for goods not received.

wealdroam

MamaMoo is right.

Read more about Chargebacks here...

http://www.moneysavingexpert.com/shopping/visa-mastercard-chargeback

Be quick though as there is a time limit of 120 days.

SocStudent

Thanks, I'll contact the bank again

dalesrider

You are looking at goods not as described here.
So you need to prove what you ordered, and what you recieved.
You will also have to prove your returned the item, so hope you used a signed for method, or they sent you something to say they recieved it.

StacFace

They are well known for taking ages to process refunds, you need to keep on at them via twitter, facebook, email etc and then they do eventually refund you.

For me it was 28th January when I returned the item, I emailed them on 3rd February to ask if they'd received it and they replied on the 5th to say they had but still needed to process it. I kept contacting them via the above until it got to 16th March when I emailed them to say it doesn't take that long to process a refund and they had 7 days to refund me or I would progress to further action. They emailed me to say they'd posted a cheque on day 8 just as I was about to contact my bank to ask them to do a chargeback.

Maybe try emailing them with the 7 day warning?

ThumbRemote

dalesrider wrote: »

You are looking at goods not as described here.
So you need to prove what you ordered, and what you recieved.
You will also have to prove your returned the item, so hope you used a signed for method, or they sent you something to say they recieved it.

If CeX have apologised and said they'll sort out the refund, it sounds like they have already accepted the mistake so the OP won't need to prove it.

dalesrider

ThumbRemote wrote: »

If CeX have apologised and said they'll sort out the refund, it sounds like they have already accepted the mistake so the OP won't need to prove it.

That will not cut any ice with Visa.
So unless the ydo refund the OP is going ot have to provide the info.

adpod

I have only ever had one problem when shopping online at CEX and the ONLY way it was sorted was when I went to my local CEX store and asked them to contact their head office and sort the matter....which they did within 5 minutes.

Goodluck

SocStudent

Success!
I emailed CeX one last time to let them know that I had contacted the bank to start the Chargeback process, and within two days the money was back in my account! Shame they didn't do it a few months ago. I won't be dealing with them again.
So many thanks again to MamaMoo and Wealdroam who suggested the Chargeback idea