CeX / WeBuy.com
Reviews and Complaints

I went in to the cex in whiterose in Leeds, j bought a Samsung s7 and the charger port was broke so I took it back and they said there was nothing they could do, I went on my way and ended up coming back with the same problem. They swapped the phone and gave me the remaining balance on voucher( even thou I payed cash) I had to then come back in with the new phone they had gave me Samsung a5, the head phone port doesn't work, there was a crack on the back which was there when I bought it and he didn't say anything he said I'll put it through for testing, so I waited 10 minutes and they said there was a fault which they put on a sticker on the box of the phone which clearly states that it's faulty but then he said he can't refund me with the crack on the phone so I kindly advised that it was already there, the 'manager' then aimed at me like I was a liar and was not professional at all it ended up in a aguement really. I said to him I've worked for my money and wasn't expecting to buy a broken phone... I wouldn't of minded of I hadn't been in 3 times before with the same issue. He threatened me with sercuity and said that there were no way of me getting in touch with head office or complaining cos apparently cex don't have one! I then said okay then can I sell the phone back to you and he said yes! I said so you won't refund me cos of the crack but you would be happy enough to buy it back and sell it to someone else (A kid) that's not fair... there robbing and scamming people of there money because they can't be bothered checking if the phones are good to go... the manager was rude and Impolite and he's customer services skills are beyond me. Never again will I ever buy from cex and I will make sure that a lot of other people will not buy from that cex... it was embarrassed and just plain taking the mix out of people

I have used CeX in Kettering for years and the service as been excellent, I was in wellingborough shopping centre today and noticed your store there so I popped in, after looking around I decided to purchase a mobile vecause id smashed tge screen on my current phone i saw a Samsung A3 mobile which you had for sale it stated that the mobile was locked to 02 network so I asked one of the assistance if my sky SIM would work because sky use the 02 network I was informed that it would so I purchased the phone, and then went straight to the mobile case shop and purchase a screen protector.
having got home I proceeded to transfer all my data over having done this I tried to use the phone and it said I wasn't logged on to the net work. I call sky and they told me I need to call 02 and see if they could sort it 02 told me to call Samsung, samsung told me to call sky I was going around in circles so I went into an 02 shop in the same centre as your store they informed me that the phone was locked to them and only an 02 SIM work in this phone.
I then took the phone back to store only to be told that they would have to preform some sort of test before they could do anything, I informed them of my rights and raised my voice a bit and they keep me waiting for about twenty minutes before I got my refund, they said there nothing they can do about the protector I purchased so I've lost £5 but you have lost a good customer I will never use your stores again your staff are rude and very unprofessional.

Hi there,

I bought a HTC ONE yesterday in your Bray store. I expressed my desire to buy the phone as I would be using it for its camera, upon which, the store clerk suggested the above model. Once I charged the phone, it became apparent that the camera didn't focus at all. I raised this issue with a different store clerk when I returned less than 2 hours later, on which she offered me store credit.
As per the sale of goods act and supply of services act, I wish to exercise my right to a full refund of €105 as the product bought is defective and not fit for purpose. A voucher will not suffice.

Just to add that I have bought many a phone from this store and have never had any issues. Please get back in touch asap as that money needs to go towards a camera phone that does work and this is now delaying business.

kind Regards,

Laoise Nolan.

I live in Norwich so I used the store on St Stephens Street. I took my old LG G4c phone in to see if they would accept it as I now have a new phone. They came back and offered me 1p! All because they showed me a hairline crack that does nothing on the removal back case what you remove to insert the sim card/battery. Now I do not recall this being here so how do I know that the staff member did this? After all I only asked if they would take it and the guy handed my phone over to someone behind this walled of window and it took about 7 - 8 minutes before I got my phone back.

Why 8 minutes? Did she break my back and just say blame the customer? I would like to put in a complaint and possibly a claim of damage to my phone...

Yesterday I bought an iphone 6s from the cardiff cex store. During purchase the staff member who was serving me reassured me that I could bring the phone back if I wasn't happy with it. He did not explain the company policy that returns can only be store credit and not money back. I am not happy with this phone as it is slow and the button is faulty, and the staff were rude and refused to give me my money back. I would not have bought from the store if I was aware of the company policy.
I will take this further and I am determined to get my money back as this has been a very unfair situation.
Store: cardiff, st. Davids,
Date/time: monday 6th may at approx. 11.30am/12pm

Dear/madam,
Am writing on behalf of my daughter named Oyindamola Sandra Obembe who has worked with CEX the lewisham branch which she worked 55 hours and she didnt get paid for her work only got a payslip yesterday with zero credit, spoke to the 2 managers at the shop just got response back that one resigned yesterday and the other one said he doesn't work that the lewisham branch again, i would want this matter sorted out amicably before i take it up with the court of law.

I bought an gpu since 16th April 2019 and still not received it yet, but I have contacted cex but not responding at all and they just steal my money and waste my time. Order number is 6069370, and tracking number is MH609110441GB. So how do I get money back or why they not reply at all, also they trying to block me by scam, what kind company is it?

I had a horrendous experience in your Leon store. On Saturday 6th April 2019, I was served by your colleague, Eva S, who on first impressions was very helpful and friendly. I had asked could my Acer laptop and kindle fire be recycled or bought from me. She said yes. She checked both items by switching them on. For the acer laptop, she had to complete initial set up as I had initially wiped it prior to going to the store. Both items where in full working order before I handed them over to Eva. She said she would need to test the battery of the laptop. She said that if the battery was ok, they can buy it from me. She was able to get a price for the kindle, but said I would have to wait for the price of the laptop and she said she would call me.
20 mins after leaving the shop at 16:49, Eva called me to say that they would pay me 96.00eur for the laptop, provided the battery was ok after testing and she asked was that ok, and I said yes. She said she would have to have both items tested and it would take 1 hour. Eva initially said to me in the store that it was for the battery only. I thought she said to call back after one hour. I called back later that day and she said that it wasn't ready and that I would be contacted by telephone as to when I can call back to collect either the money or laptop. She said probably Monday.

Monday came (8th April) - no call. No call on Tuesday (9th April) either. On Wednesday 10th April, I called in to the store, and a guy who was fat with brownish hair and beard, said that it would be ready the following day at 8pm. I went back the next day at 8pm (11th April) and he told me that it would be ready the following day at 5pm (12th April) as he was unable to test anything with being busy (considering that the test was just for the battery and allegedly only took 1 hour, I didn't think it would take all week!). I said in my poor Spanish, that I wasn't happy and reluctantly said I would call back tomorrow. I asked would this definitely be sorted then and he said 'yes, definitely'.
To be honest I found his attitude quite lazy and inconsiderate. I monitored him in the shop at the times when I was in and he just doesn't seem to care about customer service at all and appears to leave his work colleagues to pick up the slack for his lack of keeping on top of tests on electronics which, allegedly take 1 hour.

Anyway, when I went to the store at 5pm on 12th April, Eva served me and she said the laptop was not working. I asked 'How?' because when I left it in her care, it was working fine. She had reset it up to do initial checks and said the battery is the only thing that needed to be checked. She said it was a black screen with the mouse arrow. She showed me and I said to her 'You and I both know that, that was not how I left it with you' She couldn't answer me which I took as she was agreeing with me. The computer did come on and she said that when the charger is removed, the screen goes off. It appeared to me a new excuse. I told her it was BS. The laptop was in perfect working order when I left it with her and now they were making excuses not to buy it from me. It was still looking and working perfectly fine to me. I was standing there for at least 10 mins and the computer did not go off. Complete nonsense and a waste of my time. She advised that she was a Computer Engineeer but yet could not tell me what was wrong with it or give me an answer when I asked her what as wrong with it.

To make things worse, the fat man (who I believe is also the manager) did not come near me to try and rectify the situation - he left it to his colleague to sort out, who was clearly distressed at my anger at the situation and my willingness to raise a complaint with the company (which I am doing here and anywhere else I can find). She kept apologising, which tells me that she and her colleagues are guilty of breaking my laptop. Now I am left with an alleged broken laptop.

It also appears that I have been taken for a complete ride due to the fact I am a young female, English speaking, in a foreign country that I possibly couldn't stand up for myself or know anything about living in Spain or electronics. Wrong, I am an EU citizen, I worked in retail for many years and also the Government with computers and I know various Computer engineers- so I will get their opinion on my laptop, which apparently I broke. Difficult that since I wasn't near it for nearly a week! I may not know a lot of Spanish, but I know my consumer rights, which I believe are similar across the EU, which is irrelevant as CEX is in the UK and Ireland where I am from and I am sure their policies of treating customers and their property with care is the same, if not, very similar. I also know when someone is trying to make a fool out of me. The way I was treated was diabolical and makes me sick. I would appreciate an answer to my complaint asap.
I am unable to attach a receipt of them returning the laptop to me because they conveniently kept it. I'm not bothered about the money (even if they had taken it of me to recycle I would've been happy but I was told that they would pay 96 EUR provided the battery was ok) it's the treatment I received and the accusation that I gave them a dodgy laptop when the advisor knew I hadn't. Clearly they had messed me around all week because, it appears to me, that they were reluctant to tell me that they had actually broken my laptop which I had passed to them in good faith - no translation of receipts were given to me, all was in Spanish. Ideally I would like an apology and compensation for my laptop. Language barrier and lost in translation isn't going to cut it as the advisor could speak perfect english and even said she had marked it on the documents related to my items so that her colleagues knew that my Spanish was limited. It was also her responsibility to inform me of anything I signed and what it meant and she didn't. Maybe Cex should revise their protocols to ensure that customers are fully aware of their policies.

I bought a second hand laptop from a CeX store in January 2019, the receipt said that there was a 24 month warranty on it. A few weeks later, around the 15 March, the screen turned green and all the videos and pictures on the laptop was tinged green. I took the laptop back to the store where I had purchased it on 17 March.
The next day, I received a phone call from the store informing me that the laptop could not be fixed under the warranty and asking me to pick it up. I returned to the store that day and asked them why the laptop could not be fixed, and was informed by a young gentleman that the reason was because I had not returned it in a condition it was sold to me. I said that the explanation was absurd as I would not have returned it if it was in the same condition it was sold to me. The gentleman told me that the green screen could have been caused by the laptop being banged or dropped. I said that I had nether banged nor dropped the laptop and the problem was due to a fault within the laptop. I said that I wished to complain and was referred to a website.
I contacted Resolver, who deal with complains made against CeX, on 19 March outlining my complaint. Someone from Resolver responded on the same day asking me for images of my laptop and screen as evidence of the condition of the laptop and the green screen, which I sent to him on the same day.
In the meantime, I looked at various websites on the internet about the issue of green screen. I followed instruction on one of the sites and on 21 March the green screen and green tinged disappeared - I had fixed it! However, as a matter of principle I decided to continue with my complaint and therefore did not inform Resolver that the laptop had been fixed.
Resolver contacted me saying that they had contacted the store who had informed them that on examining the laptop there were dents, which were not there when they sold the laptop to me. I responded to Resolver pointing out that there were no dents on the laptop as evidenced by the images I had sent. I asked Resolver whether they had asked the store for any evidence of the alleged dents.
As I was getting nowhere fast, I asked for my complaint to be escalated and a manager dealt with my complaint. However, this did not help matters as Resolver were still repeating what they were told by the store, i.e. that I had damaged the laptop.
After further exchanges of emails with Resolver, I told them today that they were just siding with the store and had not asked for any evidence to backup any claims. I added that I had no confidence in Resolver and did not believe that CeX had any intentions of honouring the warranty. I also told Resolver that the laptop had been fixed days after I raised the complaint, and as I was able to fix the laptop, with no prior knowledge of repairing laptops, the store could have easily done the same.
The motto of this story is that CeX's warranty is not worth the paper it is written on.

I purchased an iphone 6 from one of your stores about a year ago. A few weeks back the phone stopped charging properly (would not always charge when plugged in and would drop to 5% when unplugged) eventually the phone stopped turning on altogether. I know I had a two year warranty on my phone when I bought it so I decided to visit my local cex, which is now East Street, Elephant and Castle because I have moved since buying the phone, to address the problem.
When I arrived I was told that my phone would need to be left for at least 24 hours for a warranty check and I could pick it up the following day either repaired or refunded.
Upon returning the following day I was informed that the warranty was not valid and encouraged to take my business to a different phone repair store to get the battery replaced.
I was disgusted to find that the staff of the cex I had visited had chosed to return my phone to me with a large sticker across the screen, rendering the screen protector unusable and meaning I then had to purchase a new one.
I went to a non-cex phone repair store who replaced my battery and screen protector, but upon returning home and attempting to charge my phone overnight I realised that the battery was not the problem and it appears to be the charging port that is broken, as my phone still won't turn on. I also spoke on the phone to a staff member from the cex where I originally purchased the phone and was informed that the warranty is still valid and so I was misled and ended up spending money I did not need to spend for absolutely no gain to either party.
I am extremely disappointed with the outcome of this situation.

Dear Sir / Madam,

The issue that I have experienced was: I purchased a pre-owned PlayStation 4 yesterday around dinner time, served by Luke. As I set it up, the fans seemed to be working extremely hard (and VERY loud) - I assumed it had probably been off for a while, so maybe the noise would lower after a while. It didn't. The noise is overbearing. A constant loud whir, similar to a hair dryer. (Video attached).
I took it to the store this morning (a day after the purchase) and the staff took it to test it. The manager has stated that for him, it won't even turn on (therefore the product MUST be faulty) and that I'm to buy something else to update the console (a day after purchasing). When I have checked, the latest software is up to date (picture attached).
They have refused help, after selling me something that doesn't work and won't help me resolve it. The console is complete unfit for purpose, I've been left without any help. I wanted help with the fans, and for the manager to confirm that the console itself doesn't work when all I have done is set up a PSN profile on the machine, is ridiculous.
I'm aware now after some research that it's likely the fans need some attention, why have I been sold something that hasn't had any repairs done to it? It goes against the sales of goods act.

It occurred on: 17/02/2019

I would like a refund or replacement of a functioning PlayStation 4.

I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply back via this email account.

Yours faithfully,

Frances Rawson

Store location Sheffield, Crystal Peaks

I purchased a iPhone 6 serial no:-[protected] for £225.00 when I purchased this item the battery was flat so couldn't test it but on arrival back home in Nottingham i found that it wasn't working correctly the touch screen wasn't working, I have taken it to my local store in Sutton in Ashfield and they say the screen has two little cracks in it and they can't exchange it . The order number is ukwtcl017910 i purchased this item on 13/2/19 and was served by faros n

I'm writing to make a complaint about your dundee store.
Today I had one of the most disturbing events in your dundee store with my 12 year old son who is autistic.
I took him into cex on whitehall crescent to spend some money he had left from christmas, after sometime looking for a game he picked one which cost £30, after we left the store he realised that the game was not the game that he thought it was, this caused him great distress, I explained to him not to worry and that we would take it back the the store.
When we returned to the shop we were told that a refund would not be given and store credit was all that was available, this was no use as my son could not find another game that he wanted.
My son can not understand why he cannot get his £30 back and has been left heartbroken.
We purchased the game at 4.15pm and returned at 4.39pm.
24 minutes and my son is £30 down.
I would like for the £30 to be returned to my son so he can spend it as intended when he was given it as a gift at xmas time.
Thank you
Andy

Returned faulty item in-store (disc was damaged), then brought back a second item a few days later. Was warned about bringing too many things back. Complained to customer service, who assured me that everything was cleared up. Went into the store two days later and was told that I'm a trader and everything I sell or trade would now be discounted (only in that store). All because the store manager didn't like me complaining.

Before sending my items they were in perfect working condition and sent with layers of bubble wrap and cardboard to insure they would be produced through transit. However, now on the day of payment they have broken my iPad with several complaints that did not exist when in my care. I am disgusted that they would destroy my items so that I can't sell them of further by myself. Awful company, got no sympathy from the company as they claimed it was my fault. However, I have picture proof. Don't ever sell your items with them, it's not worth the hassle go private.

Good morning,

I bought an iphone 6s 64gb silver, unlocked b serial number : [protected] from you on 29th august this year. On 29th september I looked at the battery performance because it suddenly drained and it said "your battery's health is significantly degraded.".in particular recently, it has been very unreliable - suddenly draining whilst still at 30-50% and then, once plugged in, jumping again to ~30%.
I would like a replacement phone of the same time but with a reliable battery. Unfortunately I am travelling a lot over the next few months and will only be in the uk on 10th & 11th january. How can we arrange a seamless handover? If there is a store in london I could visit to do so, that would probably be the easiest option.

At the same time, I bought a usb cable. This stopped working in november. At first I thought it was my phone's battery but then I realised that it worked with the other cable I bought. I would like a replacement cable. I can bring the old one in as above.

Many thanks,
Joanna

Yesterday I brought an Xbox 360 wich came with an Xbox remote control from the cex store in peckham. This was suposed to be an present for my sister and certain buttons on the remote doesn't work making it impossible to use. This is very bad as when it was given to the store they have responsibility to check what they take in the stock in order to resell as it should be working like they tell you. This is very very unprofessional and I would like a full refund for the inconvenience and the use of false advertisement. Please get in contact with me in order to discuss this matter [protected]. Thanks

I haven't used you instore service in many years, I attempted to sell some games at your Edmonton London branch when I was told my account had been banned in 2015 due to the attempt to sell a stolen phone. This came as quite a shock and I am very certain this is not the case!

During this attempted transaction today 06/12/2018 at approximately 14:00 it was announced to the entire store whilst customers and other staff members were present that in 2015 I attempted to sell a stolen phone. This is a complete breech of my personal confidentiality and was extremely humiliating in front of other people. as this labelled me look like a thief and a criminal.

Had I known my account was banned or even been accountable for this deed I would have made an attempt to un-ban this previously.

This matter should have been handled differently instore with more privacy and perhaps a lower tone of voice.

Publicly humiliating someone is wrong!

My account Number is; [protected]

Regards
Jason Thorpe
[protected]@hotmail.co.uk

I purchased a phone online for 360 this was 2 weeks ago the phone didn't come unlocked and not the condition the stated I've been emailing cex since and I'm still waiting this isn't good enough the amount of time it's taking I just want this sorted asap also you can't speak to a real person as no telephone number which is shocking if this isn't resolved within 2 days I'm seeking legal advice and also informing trading standards

I purchased a HONOR 9 HANDSET form CEX. It was sold to me as A GRADE (AS NEW), although it had no box and I was given the wrong charger lead (no plug). The lead it came with was an LG one which did not fit.

I had to visit the store to get the correct charger for the phone, where I was given a universal (no name brand) lead...again with no plug.

Upon charging and setting up the phone, I noticed that videos did not record correctly. The audio and the visual did not sync, causing a dubbing effect similar to that you get on foreign subtitle movies. Basically the mouths etc. were not moving in time with the sound I could hear. Also the sound settings whilst on a call were not correct and the sound of the other person kept disappearing.

I returned it to CEX ELTHAM, for a full refund but was refused a refund stating I must accept a repair under warranty. I was obviously not happy about this, as I purchased something classed as new, and it is not my fault it was faulty, however I accepted and booked it in.

I handed it over for repair 04/11/2018, and wasw promised that it would be repaired within 5-7 days.

After not hearing anything back for 2 weeks, I visited the store and was told it had not been done, they did not know where it was and I must just wait until I get a call...I expressed that this is not acceptable as I have no phone, had been borrowing a spare from a friend to receive the call and have now waited over 3 weeks!

I was given my reference number and told to make a complaint, hence why I am now making this FORMAL COMPLAINT.

I would like an update on where my handset is located, why it has taken so long and yet to be repaired and an explanation as to why it is taking so long, no refund was offered.

It is now 28/11/2018 and I still have had no resolution. This is unacceptable, especially when I paid RRP PRICE for the phone.