CEX - voucher issue

dakotadveils

I was wandering if someone could point me in the right direction as I have currently been robbed of £290.00 by CEX. I will try to keep its as brief as possible. But early Feb I was issued with a CEX voucher worth £290 for some old phones which I was going to put towards another purchase. When I went to use the voucher it kept coming up as it had been used. I went into the store where the refund was issued and they told me it was used literally a few hours after being issued at another store, but were unable to tell me where or what for etc. It was then I learned that the stores will not tell you, and you cannot contact them unless via email. To keep it short many emails have been exchanged,police have been involved etc and funnily enough there was no CCTV available at the time the voucher was used. Please bare in mind I am still not being told where or what the voucher was used for. After 4 weeks of emails of CEX telling me to be patient , I heard back from the police that they have been told CCTV is available so cannot help. This was 2 weeks ago and I have been chasing CEX for 2 weeks and have today got the answer, we will not be issuing you a refund as they have concluded their investigation with the police and told them. I am fuming at this as its just not possible, £290 out of pocket and have no idea how it got used, where and no explanation as to how/why I will not get a refund. I am really at a loss what to do and would like to know where I stand. I can prove I was at work the day it was used, have offered copies of paypal/ebay/bank accounts to prove I did not even try to sell it/receive money etc( I actually did not know you could do that until this happened as thought it was linked to your membership card.

Any help with next steps would be very much appreciated.

esuhl

Why did you accept a £290 voucher instead of cash for the phones...?

Anyway, it sounds like your only option now would be to take CEX to court. Info here:

https://www.gov.uk/make-money-claim-online
https://www.gov.uk/make-court-claim-for-money
https://www.moneyclaim.gov.uk/web/mcol/welcome

shaun_from_Africa

esuhl wrote: »

Why did you accept a £290 voucher instead of cash for the phones...?

When selling items to CEX, they give two valuations, one for cash and one for a voucher for future buying from them.
The difference between the 2 is normally between 40% and 50% and as the OP said they were going to making another purchase in the future, it would have made financial sense to take the voucher option.

dakotadveils

Hi, the only reason was they had a specific piece of audio equipment I have been looking for , for some time and was a good option as I couldn’t afford the same the same thing brand new and they are rare 2nd hand even on eBay . However that piece of equipment turned out to be faulty and was returned.

montyrebel

Do you have any children in the house that could have got the vouchers and used them?

reason2

when you spend the voucher, cex take it off you and put it in the till... i am surprised they havent questioned how it has been used and is in your posession

unholyangel

dakotadveils wrote: »

Hi, the only reason was they had a specific piece of audio equipment I have been looking for , for some time and was a good option as I couldn’t afford the same the same thing brand new and they are rare 2nd hand even on eBay . However that piece of equipment turned out to be faulty and was returned.

Hi, can you expand on that please?

To explain, the poster asked why you took a voucher, you say because of audio equipment (which is fair enough). But you then go on to say the equipment turned out to be faulty and was returned. So did you use the voucher to buy the audio equipment?

You may have to consider whether court is a suitable option for you. Although be aware its never risk free.

shaun_from_Africa

reason2 wrote: »

when you spend the voucher, cex take it off you and put it in the till... i am surprised they havent questioned how it has been used and is in your posession

The vouchers can also be used for online purchases so having the voucher in hand doesn't mean that it hasn't already been redeemed.
Even though the OP was told that the voucher was used at a different store, it's still possible that it was actually used online and the store member who spoke to the OP made a mistake.

slabo

Hi did you ever get this resolved

DoaM

Last Activity: 24-04-2018 4:28 PM

Unless the OP subscribed to this thread then I doubt they'll see your post.