CeX / WeBuy.com
Reviews and Complaints

On Sunday I purchased 61 pounds of games from cex bedford receipt code 49a25ad3. One of the games was God of war 3. I bought this thinking it ws the latest version. When I got home I realised that it was not the latest one. So today (wednesday) I took it back to exchange it and pay the difference for the new version. While I was there I also picked up another game. When I got to the till and explained to the girl my mistake, I was told that they would only give me 8 pounds store credit back. When I asked to see the manager and told him I had only had it three days and had not even played it he said their was nothing he could do. Then I was asked by the girl if I still wanted the other two games, I said no. I asked for my receipt back. The girl threw it on the counter. I couldn't believe how rude your staff are.

A week and half ago I had my retro gaming collection that I have been collection for 10years my son stole it and had taken it to the cex in the alhambra Barnsley to sell I find out it was there a I ring the the police and they give me a crime number then I went down on the Monday and told them every thing 9n is account was stolen and that day my son and daughter told them it was all stolen I fort they were collection it all up to put to one side till the police sorted it out the police officer went in to see if I could be it all back so I went in Sunday to buy it back the manager told me they wanted 8 % on top of the bill I had to borrow the money but did not have the 8% on top but he said because I could not name every thing on the account ov my son that he had only when he open it with my stolen stuff they were still been sold in shop but when I went in with crime number the police officer told me they would have take every thing to one side but have not done that so I am looking to take legal action against cex Barnsley for selling stolen goods that are mine so when the police officer get in touch with again on the 1 ov December am going to see I can press chargers against the cex in Barnsley for selling stolen goods that are mine and this Sunday I had taken a list in with some ov the goods he had taken in and a recipe and he had sign it two so hope after that he taken all my stuff what I still had left

I purchased a Ipad mini 4, Grade A and unlocked from you in 2016 later part off. Last week my Ipad decided it was not going to charge we had tried all the normal suggestions given and it was not working, anyway as I do not use it a lot I decided to sell it along with a small android phone and another tablet I had. The money was going to put towards something else I wanted and any spare cash would of been put towards Christmas as I am unable to work due to mental health issues (panic attacks & anxiety) depression and suicidal tendencies. We took the items to your Great Yarmouth branch, all was well at first actually they could not of been more helpful as apart from the ipad not charging it was in as good as condition as it was the day I purchased it. They had to get the bill of sale from another branch so we was told, to make sure it was it was still in warranty all the time they assured us they will sort the matter out with ipad one way or another. Then the following day we got a call it was just outside its warranty period, and there was nothing they could do, their attitude completely changed, you may as well of said bugger off just go as that what it felt like. Nothing was offered to us even if we paid to have to my ipad fixed which could well be just a new battery but they were not interested and would not suggest anything we could do. So basically now I am left with a useless Ipad which was not cheap to begin with at the time of purchasing. At the time of taking it in I was offered £158.00 for it. I shall be taking this further I promise you. Totally disgusted I thought CEX was treated their customers better than that, we never had any issues at your Lowestoft store in all the times we used it. But I can assure you I will not ever be using your branch in Great Yarmouth if thats how they treat their customers

Kind Regards
Mel Taylor

Out to exchange goods at CEX Bristol Broadmead to be able to upgrade a Samsung Galaxy Tab 3 21/11/2018.

Went back on the 22/11/2018 exchanged the Samsung 3 and bought a Samsung 4, the item was not tested before it left the shop.

Arrived home, turned the tablet on and found the screen button and volume control buttons did not work, no time to take the item straight back as had to work an afternoon shift.

23/11/2018 took the Samsung back and complained, wanted to know why the item was up for sale if the buttons were faulty. Was advised a warranty test had to be done and to return later.

One assistant (female) did apologise and say mistakes happen, fair enough, but did not want to have to pay more money for a different tablet when wanted the one bought.

Upon returning advised they had found the fault and did we want a refund? No we did not, we wanted a working a tablet, did not have time for the item to be repaired as leaving for Europe within the week and the item could not be guaranteed to be back in time.

Again we asked why was it put up for sale? Why should we have to pay more money if we wanted to walk out of the shop with a tablet. This shop assistant was rude with no apology or verbal gesture of good will to appease the situation.

I pointed out that they would not accept items that had faulty buttons so why were they selling an item that displayed those faults. Explained bought the tablet less than 24 hours before, where upon the customer service assistant became offensive and said

'Yes I know I sold it, we think the item has been dropped and we are doing this, i.e. refund/ exchange/upgrade as a good will gesture'

This item had been bought, taken home and turned on, the item had not been dropped which I explained to the person we were dealing with.

Oh so rude reply, 'We only have your word for that'

There were no external marks, chips, gauges on the item...as it had not been dropped. We did buy another tablet and paid an extra £20.00.

I remarked I was going to contact head office and make a compliant, to which the assistant nonchalantly advised me to do so via this website. I asked for his name which he refused which is fine.

Quite unhappy with the level of customer of service offered by Daniel K.

Resolution? Put your customer service team members on courses so they can deliver an appropriate service.

Dear Sir/Madam

Urgent - Faulty Products

Background: I purchased an iPhone 6 128GB Space Grey (serial number: [protected]) in 2017 and, having had it for less than 1 year, whilst on holiday in Iceland it ran out of battery and then never turned back on again despite charging. Following testing at the Cex Shop in Windsor, where I bought the phone, I was told that the phone would not work again due to "water damage" and despite still being in the warranty period the phone would not be covered by the warranty. The phone was never exposed to any water or any condensation or other water vapour during my ownership and at the time I questioned this with the branch manager (and explained that the damage must have been there when I bought the phone) however despite numerous discussions nothing was done to deal with my concerns and as I was in urgent need for a new phone I traded in that phone for a new iPhone 6S (details above) at the same Cex store in Windsor (the New Phone).

I then purchased the New Phone on 17 March 2018 ( order number: DQ138994) and, having had it for less than 8 months, on the evening of 7 November 2018 (the day before a trip to UAE) again the battery ran out and the phone did not turn on again! On the way to the airport (on Thursday 8 November 2018) I took the phone into the Cex Store in Windsor and in the 10 minutes that I was in there the staff asked the engineer in store to take a look inside the phone and their assessment was a 'loose/disconnected chip' (and they said that they would confirm by message to my wife's phone whilst away their assessment). Having not heard anything from the Cex store since I left (the store had no explanation for this!) I went into the store today (18 November 2018) to find out what was happening with my phone and, due to poor record keeping in the store, it took them two hours to find my phone(!), and when they did eventually find it I was told that the "phone has been water damaged so it has short circuited". Having been through this before, I have since owning the New Phone been very conscious about water or vapour exposure and there has been absolutely no exposure or possibility of exposure to any water, other liquid or vapour of any kind whilst I have owned it. If there is water damage then there are only two possibilities (i) there was water damage when I bought the phone, or (ii) the store caused the water damage whist it was in their possession when I was away). I also had a phone protector (tempered glass) on the New Phone when it was taken for testing and when I was given the phone back today this had been taken off and no replacement was given despite me asking for one).

Resolution: Due to the previous phone issue I am concerned that action is being deliberately taken in the Cex store in Windsor to avoid being required to repair under warranty. This is tantamount to fraud and this complaint should be taken seriously.

I am a City lawyer (and have been for 11 years) and would not be escalating this without believing that the products that I was sold from the Cex store in Windsor were faulty and not fit for purpose (and that the water damage assessment in both cases was simply not correct). I reserve all my my rights and will escalate this complaint if it is not resolved to my satisfaction. As you would expect, I have lost confidence in your business and the service provided.

I expect a prompt response to this complaint. I am being forced to buy a new mobile phone tomorrow (and will not be buying from the Cex shop).

Yours faithfully

[removed]
Email: [removed]
Phone: [protected] (work)

Huddersfield branch 27 October 2018

Went to return a faulty iPod but staff rejected the faults and would not refund. One of them was exceptionally rude and rolled her eyes and sighed at me before I even spoke. I said I also had a problem with a tablet I bought a while ago and wanted to speak to the person I had spoken to before because he had some ideas. She started giving me the 3rd degree about wanting to speak to someone else. The guy she called was equally rude and said there was nothing wrong with the iPod and the faults were 'just my opinion' and that everything was tested. So I tried to use the tablet as an example, things slip through but I basically got called a liar and the customer at the side of me was having a very similar problem with a fault also. I finally got offered a voucher as a 'goodwill gesture', which is now useless as i will not be back to spend it. The ipod came with a cable which i had put down on the counter but when i picked it up for a moment the offensive girl snachted it from my hand and said 'i want that cable too'. Both their attitudes should be sackable offensives, I cannot believe the terrible customer service this branch has been providing. Up to about a year ago they were great, but now... The sad bit is that their attitude will not be punished, but CEX has lost a good customer and I'm telling everybody.

Cex policy and valuation of trade in goods is extremley poor and general pricing showing older items at exhuberant prices from £15 for console games, general trade in prices drop from voucher price always higher to cash price never more than a few pounds. Since cex has started trading in my town of basildon it has swamped the market and devalued the price of goods and inflated their prices at the expense of the customer

To whom it may concern,

I went to the CeX store on the 1st October in Wood Green to repair a phone that I had purchased on the 7th of August 2018. I purchased an iPhone 7 for £450.

When me and my two daughters came into the store we asked to speak to the manager in order to resolve the problem with the good I was sold, to which we were promptly met by the manager who we later discovered is called 'Jazz' after asking for his name. Jazz asked what we would like to speak about and my daughter Caitlin began to name the issues with the phone. We then informed Jazz that we brought the phone to the original retailer Apple to see if we could replace the battery as we believed the issue to be due to the battery being older. Apple then ran a diagnostic on the phone and the people serving us at Apple informed us that they would not even open the phone up as the system did not recognise the battery and the screen did not look like an Apple issued screen. The diagnostic also showed some connectivity issues with the device. In response to us informing Jazz of this, he frowned and raised his voice, on the verge of shouting, and stated "why would you bring it to Apple and not just bring it straight to us here". This was only the beginning of Jazz's inexcusable behaviour and intolerable customer service.

When we were discussing the refund policy with Jazz, Jazz was very condescending and rude towards us. My daughter mentioned how it is normally at the manager's discretion if not to issue a refund or not, using those words, and Jazz laughed and said "I don't even understand what you're saying", as if she was not making sense. At this time she was readjusting her bag on her shoulder to which Jazz said to her "Calm down, I can see you're getting angsty" whilst smirking at her. She wasn't distressed but we both found that comment to be very offensive. In response to Jazz my daughter asked him politely not to make any personal references as to whether or not she is angsty as she had not raised her voice at any point and had been intentionally using clear language in order to communicate properly and effectively get her point across. I find a comment calling her "angsty" to be a very clear attempt at undermining her argument and intentionally upsetting her. My daughters and I all agreed that she had not been displaying any bad, or to use Jazz's words "angsty", behaviour and that the comment was very inappropriate and completely false.

This did not conclude Jazz's inexcusable customer service towards us, as when I was trying to talk Jazz began to make scoffing noises. The first time Jazz scoffed we ignored it as we gave the benefit of the doubt that he wasn't scoffing at us. The second time he scoffed it was clear that it was not accidental and that he was indeed scoffing at customers. To this my daughter politely asked Jazz not to scoff at customers, as someone who works in customer service herself she is fully aware that under no circumstances is scoffing at customers acceptable. Jazz did not respond to this, and we received no apology nor denial for his behaviour.

We are very dissatisfied at the level of customer service we received, especially regarding a £450 faulty product.

He took my name, address and phone number alongside the item and assured us that he would be in touch within the next 7-9 working days. We were informed this on the 1st of October. It is now the 15th and we have heard nothing yet. Not only have we received a faulty phone, but we have also received appalling customer service and I have been without my phone for 2 weeks. I would like someone to contact me immediately regarding this matter and I expect nothing less than a full refund. I must reiterate that I waited patiently for the phone to be repaired or replaced in good faith but it is now very clear that the company defaulted on the promise of a repair/replacement within 7-9 days.

Last year I purchased a Samsung phone and shortly after the charger cover fell off. I took it back to the store in Welwyn Garden City.
The manager, who is very arrogant spoke down to me saying it had been damaged. I did not cause the damage and told him so. He wouldn't change his opinion.
Stupidly I purchased yet another Samsung for £125 from them.
I had this just over a month and whilst using it the screen just went black. I took it back and asked for my money back. The same manager said it would only be replaced if it was checked to be faulty.
After leaving the store for 20 minutes I returned to be told the phone had "sligh" water damage.
I flipped I'm afraid as the staff in this store are shysters. I told them in no uncertain terms that there had not been ANY contact with water on my part. They still refused to change it.
I am afraid I went beer.
These members of staff are robbing people on a regular basis.
I and my family and friends shop there regularly. This will now cease.
If and I say if, there was any water damage whatsoever, either it was present when I bought the phone or they have done it during the 20 minutes they send you away.
I am not bothered about the money I have wasted on two phones purchased there but I want it to be known I will not let this matter rest. I have just contacted trading standards who will get back to me today and I WILL seek compenation in the small claims court as well as damages and costs.
I await your immediate response or I will proceed with the stated action on Monday 30.09.2018
Thank you for taking the time to read this.

I have been promised on Sunday 23rd September 2018 that I would get payment the same day after the items were tested, and after the payment team were sent instructions, or at latest the next day. This has always been the case from the Edinburgh Rose Street store.

This has not been the case, no money has been received and no contact has been received after trying to contact the company for instructions or advice as to why this has been wrongly advised or to check whether there has been any update.

The company do not seem to accept responsibility and have left me without a mobile phone handset, which was going to be purchased externally with the funds. But this has not been able to happen.

Dear customer service,

I am writing about an incident in which I experienced poor customer service in your Staines store on Saturday 22nd September at roughly around 1:30pm.

Here's a bit of background information, around 3 months ago I purchased a iPhone 5SE in your Guildford store and got told my purchase came with a 2 year warranty.

Recently I realised my lock button at the top of the device was jammed and no longer worked so I took it in to the nearest store (Staines) at the weekend to get it looked at.

I arrived at CeX in Staines and was greeted by Lucas, he had a quick scan of the phone and then told me he would book it in for a warranty test that would take roughly around half and hour and handed me a receipt of proof the phone was left in store. The phone it's self had one crack in the screen protector near the front camera caused by applying the screen protector to the phone when I brought it months ago not by dropping force. That was the only fault on the screen. Me and my partner left the store in good faith believing that my phone would be in good hands and taken care of as if it was their own.

We came back in store after having lunch and was then greeted by another man who was closely followed by the Store Supervisor Connor who was about to tell me the verdict of the test. Connor said the phone the warranty was void due to accidental damage.

This is where the problem started - as the phone clipped the light I noticed the screen proctor now had a further 2 cracks (bottom left and top right) and also an air bubble (top right) which looked as if someone has tried to pull the screen protector off which has now caused the top right hand side of my actual phone screen to lift. Please see photos attached which show the damage. I raised this concern with Connor and he started denying the extra damage and said it was fault of my own.

Lucas was stood on the nearby till dealing with another customer and I politely asked if he could be excused to help with the situation, he agreed that the phone had an extra air bubble in which the phone didn't have when left. To this remark Connor silenced Lucas and told him to get back to his customer, I tried to explain that if his colleague said it wasn't left in that condition and I have said it didn't look like that when it was left then the extra cracks happened in store when it was under the stores care.

Connor childishly kept responding with the words ‘but we didn't do it' and sarcastic remarks like ‘well it couldn't have been us' because it was only himself and Lucas that touched the phone there was no compassion or trying to understand the upset. I asked Connor to check CCTV to see who else touched the device besides himself and Lucas. He left the shop floor for around 15 mins and came back saying that the footage showed another man (named Mat) touching the phone, lie 1 had been told as now another man is in the picture, however the CCTV footage was not clear as to what they was doing with the phone. Connor advised me in order for me to see the footage I'd need a legal warrant. He said he'd seen 45 mins to 1 hours of footage in the space of 15 mins he'd been out back and then replied with ‘I have a fast forward button so you want me to sit there for hours? I will if you want'

I found his behaviour rude, sarcastic and extremely unprofessional - he sneered and giggled sarcastically while saying there was nothing he can do in store but offer a new screen protector for free. Why would a manager offer a free screen protector if the one on the phone was at no fault of his own? I would of accepted this offer of a new screen protector as that would of got rid of the extra cracks made but it's the fact that my lock button is still jammed and the actual phone screen now lifts up as a result of them pulling the corner of the protector up. I am outraged how much damage that have actually caused and how unapologetic they was towards me and how they could dismiss the situation and send me out of the shop with no helpful resolution.

At time of purchase I got told my warranty would cover mechanical faults and would be resolved in the same day with either repair, exchange or refund. I left the store without either 3 offered to me but more damage to my screen, I left disheartened how the service I received that day had no similarities of that I'd received in previous visits.

I hope to hear back about this incident soon. Please get back to me at your earliest convenience with a solution.

Kind regards
Rosie Smith

Hi my name is Chris and on Saturday 22 September 2018 i took my elgato hd60 in to trade in and when i took it in they said 20 minutes so i came back exactly 20 minutes later to be told that my elgato HD60 was broken which is hilarious as i used it every single day for the last 6 months with no damage to it all as i take pride and joy in my technology but as a member of staff said is that the micro usb port is damaged which it wasnt at all so i am very unhappy as now i cannot use it at all and it would cost £143 to get a replacement and this isnt the 1st time something like this has happened but the first time it happened i let it slide as one of the member of staff dropped my wifes laptop and its lucky that didnt smash but i caught it as he knocked it off the counter

I sold some dvds at your cex store in bransholme centre in hull on the 04/09/18 and the 05/09/18. I came 2 days running the 1st time I sold £8 worth of dvds and when I got home and checked my money I had been given an old £1 coin which is no longer in currency. I thought fair enough may be a genuine mistake had been made. I went in the 2nd day and sold more dvds and when I was given the money of course this time i checked to make sure the coins was ok and low and behold they had given me another old £1 which had been deviously placed at the bottom of the coin pile so I would not notice until I had left the store. I think this is disgusting that twice I have purposely been given old currency as it cannot happen twice by mistake and these coins should not even be in the shops tills anymore. Also when I checked my receipt the 2nd visit one of my films had not been entered onto my sale this was rectified for me as I went straight back into the shop and they gave me the extra money I was due. I always use cex to buy and sell Items and I think it's just disgusting the staff members at that branch are giving old currency out hoping people won't notice. I think this should be investigated.

I was unsure my own phone was working so after explaining to staff I bought a gone but was still unsure.The member of staff assured me I had 2 days after purchasing and it wasn't a problem as he could see the problem I was having with my own phone what he failed to tell me I could only get my money back if it was faulty.therefore I got a credit note which being an older lady is no good to me and they offered to buy it back less than 24 hours for a reduced price meaning I was to lose £40.the young gentleman who served me came out and I specifically explained to his manager and his staff that was not wat he told me...I'm absolutely disgusted and angry that I paid £72 for a credit note to a shop that MI's informs their customers and have no empathy for their mistakes

Porn dvds literally 2 ft from kids selection of DVD's, manager said they had to be displayed and not able to put into sleeves told me to complain online. So what if i pick up one and place it on the counter in front of a Mother and children so they can see a front cover of different sex scenes just with tiny stars covering private parts is that fine? I wojldn't do it out of decency shame CEX lacks any. I will never shop at any CEX again.

Afternoon, I have just been into your Corby store today to trade in my Xbox one that I purchase on the 28/12/2017. Atfer waiting an hour for the test to be done. I return to the store to be told that they can not trade the Xbox one in, as the original warrant seal on the rear of the case is broken. However, this was already broken when I purchased in on the 28/12/2017. I was unaware that the broken seal was important so therefore I didnt complain about it. The Xbox has never been repaired since I have had it and as it is still under a warrant with Cex, if I need it repairing or I was have issues with the Xbox, I would taking it back to the Cex store. However, I have had no problems with the Xbox, therefore I have never had to take it back to any Cex store. I am now left with a Xbox one that I no longer need or want and I am unable to trade in. I am very unhappy with about this and unsure why the Corby Cex store would think that it right to sale me a Xbox with a broken seal. After speaking with a member of the Corby store I was advised to contact customer complaints to see if you can resolve me complaint.

I came into the store today to return a Wii game I brought for my sons birthday. When we got it home it was covered in deep scratches and his day was ruined. We came into today and had to change it. I then today purchased a nunchuck controller and the thing doesn't work! It won't even turn on! I'm disgusted in this store. You tell people you won't take things in poor condition when you clearly do as you have sold me 2 things in 1 week that don't work. I want another controller and nunchuck sent to me or I will post my complaint on social media. You can not sell products that are not fit for sale. Clearly your staff are not trained enough to check and resell goods that are fit for purpose.

Hi i just went to buy my stepson an xbox one from the dunstable cex store.
I spent ages reading the adverts that came with each one ie wether it had kinect or not 1tb hd or 500mb etc etc..
After reading all the ads i bought a 500gb xbox one s with 500gb hd and kinect ...or so i thought..
As he was packing it all in the box that came with it i asked it does have kinect right? As that was why i spent so long looking at the ads for each xbox and that the ad says at the top kinect 2.0 ..the xboxes without kinect blatantly say in brackets (no kinect) making me believe the one i bought had kinect...
The assistant then says no theres no kinect and gets someone else when i say why not..
He then tells me the second assistant that none come with kinect...the whole reason i was buying it...then offering a refund which i took ...with no offer of a sorry for false advertising nothing.
Now i use cex a lot as i build pcs and find the second hand pc hds great value ...but after today ill not use a shop that false advertises and i will make it my business to make sure people know about your trading practices.
Seriously annoyed
John hobbs

I was trading my amazon kindle tablet in on 14/08/2018 around afternoon and I was told i would be getting around 22-24 pounds but once the test was i got only 21 pounds and bad service and time wasting and this is very annoying for me as a customer. What happened was the person who served me told me to come back within 40 minutes as he had to test the tablet and I said i will be back before a certain time to collect. I came back after an hour and he said to come back later which was understandable, I then came back after 1-2 hours to collect again hoping it will he ready as promised by the person serving me and the person said the tablet still wasnt ready and I had wait another 30 minutes and this made me more angry as the person put other customers above me and kept delaying the process. This is really annoying as I wasted my time and money coming to cex in East ham. The service was appaulling and I don't think i will ever come here to trade anything again. The person didnt even appologise and kept coming up with excuses and gave me an even more reduced value than said. I didnt want to start a scene and I chose to complain here. I would appreciate something from this complaint, otherwise i will have to tell my friends not to shop here again as well and I would rather not do that. Thank you

Kind Regards

Sumesh

I purcbaswd a mobile phonefor my daughter's 9th birthday on Monday 6th August, in the Burgess Hill branch. After setting it up, she opened the gallery to view her new photos to find pornographic photos and videos that were left on the phone. This has shocked her and put her to tears, it's disgusting! I will be consulting with the police. This is not something a 9 year old should experience, it really is shocking.