Cex

jcashen

I feel VERY ripped off by CEX and do not know where to turn.
This company has no phone contact at all and only contact is by email.
Usually I would go to one of their stores but unfortunately due to disability I am housebound and cannot do this.
On 28th December I bought a phone from CEX but when I opened the box, I discovered the wrong phone had been given to me. I immediately contacted them vie the only forum available, their website, and explained the situation.
It took ages to get any contact but finally I was told on the 4th January that it would be resolved.
Since then I have contacted them many times and on each occasion have been told that somebody is dealing with it.
I am extremely frustrated and have been left without a mobile phone until this is resolved.
I would really appreciate any assistance anyone could offer.
I have searched for phone numbers but the only one I can find is a recorded message which tells me to contact them via their website. I have contacted them also via Facebook and Twitter and the only response I get is that 'somebody will deal with it'.
It is now in the 5th week and I am getting really desperate and seem to have been really badly ripped off by a company who seem to care nothing for customer service.

SnowTiger

jcashen wrote: »

I feel VERY ripped off by CEX and do not know where to turn.
This company has no phone contact at all and only contact is by email.
Usually I would go to one of their stores but unfortunately due to disability I am housebound and cannot do this.
On 28th December I bought a phone from CEX but when I opened the box, I discovered the wrong phone had been given to me. I immediately contacted them vie the only forum available, their website, and explained the situation.
It took ages to get any contact but finally I was told on the 4th January that it would be resolved.
Since then I have contacted them many times and on each occasion have been told that somebody is dealing with it.
I am extremely frustrated and have been left without a mobile phone until this is resolved.
I would really appreciate any assistance anyone could offer.
I have searched for phone numbers but the only one I can find is a recorded message which tells me to contact them via their website. I have contacted them also via Facebook and Twitter and the only response I get is that 'somebody will deal with it'.
It is now in the 5th week and I am getting really desperate and seem to have been really badly ripped off by a company who seem to care nothing for customer service.

I'm all for giving companies a chance to sort things out, but four weeks of inactivity is ridiculous.

If I were you I'd send the phone back using a free method. Details here. And get a receipt.

You could do a chageback now for non-delivery - the fact they send the wrong item is neither here nor there, however I'd probably give CEX a week.

marcarm

I had a very similar situation to this over Christmas, they sent me the wrong Kindle I ordered.

The only way I got anywhere was to constantly harass them over Facebook and Twitter, but I did keep getting the same standard responses. I too was unable to leave the house to return, either to the post office or to the shop, but after constant emails they did eventually agree to send UPS to collect the wrong one.

I paid by Paypal and raised a dispute, however they did not do anything until I could prove the return, by which time it had already gone back to them so I let the dispute time out.

Their facebook and Twitter pages are awash with people moaning they never get any response, and you can tell they never read anything as everyone is waiting ages for anything to be done.

I now boycott this company, there are other places similar to CEX that trade in 2nd hand goods that I would use before this bunch of cowboys. The sooner they go out of business the better, obviously I don't wish that on the staff but they flaunt so many consumer regulations and have appalling customer service I wouldn't wish them on anyone.

Marktheshark

Stood in the Castleford Branch for 30 minutes along with about 4 other customers trying to get served a couple of weeks back.
The staff were just faffing about on laptops saying they were dealing with online sales.
Eventually all 4 would be customers agreed to just walk out, to which one of the staff shouted "Seeya"
What a shower of a shop.

jcashen

After further comments on Facebook and Twitter today, I have been contacted to tell me they have a comparable phone in their Glasgow store that they can reserve for me. BRILLIANT, oh wait, I live in Northampton!!!

marcarm

They really have no clue whatsoever.

jcashen

AAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAA
AAAAAAAAAAAAAAAAAA
AAAAAAAAAAAAAAA

So, they arranged to send a phone ( not the same as the one I purchased ) to a nearby store.
I got a friend to go and exchange it for me, only for hi to be told that the price had increased by £35.
Most annoyingly, the price of the one I purchased had NOT changed.
Now I am once again waiting for them to sort it out.
They chose to exchange it for a different one ( same phone different colour ) even though they had an identical phone available and are now saying I have to pay more for a product I had already paid for, just because THEY chose to exchange it for a different colour.
I am most certainly NOT paying any extra.