CEX Refund of faulty item

Barsiem

Hi all,

I bought an item from CEX that arrived broken. I have taken it in for a refund and, whilst they are not refusing me a refund, they are refusing to do it until they have completed an investigation to ascertain whether the item was broken by the Courier or the Store in question.

I won't go into all of the ins and out of the conversation I've had with them but I would like to understand whether what they are doing is legal? To my mind I shouldn't have to wait for my money back. The item is broken, I've done nothing wrong, I should be due it now.

I've done a search on my specific issue and have not found anything. Apologies if a similar question has asked before

Thanks in advance for any advice

neilmcl

Barsiem wrote: »

Hi all,

I bought an item from CEX that arrived broken. I have taken it in for a refund and, whilst they are not refusing me a refund, they are refusing to do it until they have completed an investigation to ascertain whether the item was broken by the Courier or the Store in question.

I won't go into all of the ins and out of the conversation I've had with them but I would like to understand whether what they are doing is legal? To my mind I shouldn't have to wait for my money back. The item is broken, I've done nothing wrong, I should be due it now.

I've done a search on my specific issue and have not found anything. Apologies if a similar question has asked before

Thanks in advance for any advice

That's kind of the point, they don't know this do they and they are entitled to ascertain what the fault is.

Barsiem

neilmcl wrote: »

That's kind of the point, they don't know this do they and they are entitled to ascertain what the fault is.

Thanks for the response. To be clear, they are arguing with the courier about damage to the item, not me.

DoaM

Was this an online order with CEX or an in store order? (I'm assuming online given that a courier is involved).

If CEX are not intimating that you are at fault in any way then they must refund without reasonable delay, and anyway within 14 days (so I remember). Any discussions they wish to have with the courier are not your concern - you have no contract with the courier (I presume they arranged the courier?), CEX do.

macman

Courier or store, it's their liability as far as their contract with you is concerned.

Barsiem

Thanks for responses. I'm infuriated at Cex's attitude to this so won't be buying from them again. Can't understand how some businesses get customer service so wrong!

DoaM

macman wrote: »

Courier or store, it's their liability as far as their contract with you is concerned.

Provided that the OP didn't in fact arrange the courier. (Unlikely, but not unheard of).