CeX / WeBuy.com
Reviews and Complaints

I am absolutely disguted with the service I have often got from your loughborough store when I have sealt so many things to you often more than twice the staff have checked my things and asked to give them 30 minutes to do so when coming back they have often changed my good working things for faulty products or even scratched products when I know for a fact they were either almost new or close to new things now after confortation they have stragely bared me from going in to the store without real reason this is absolutely disgusting behavior and uncalled for but also shows they have things to hide I am looking into contacting the watchdog programe or trading standards and I really would I will also be advising people not to shop from any of the stores

my little boy went into cex Liverpool Lord Street branch to trade in his old xbox 360 and some pads and games.
He had forgotten his power cable so was advised that he could not trade in...we said fine ok...then the advisor said 'actually i can take the pads and games and you just bring the console back when you've got the cable with you'.

So we did this. Now the branch wont let us trade in the console 'because it has no pads' so my son is stuck with a console with no pads or games.

The store manager was rude and dismissive, they said we could PURCHASE A PAD FROM THEM and then trade the lot in but I explained that my son would then lose money, to which they shrugged. I think this is really unfair, I understand rules are rules but WHY were we not told at the time we traded in the pads and games?

I feel this can be rectified by us buying a pad, trading it in with the console and then the store put the difference on a gift card...this is the least they could do. Any ideas?

Hiya,

I purchased a PlayStation 3 from cex for my child of 7 years old for Christmas. The console kept cutting out like it had been turned off. Today my child could hear a weird noise and when I went in to see it was making an electrical zapping sparking sound then the console shut off again. I then realised the power cable was hanging out. For starters I got a nasty shock from it to then realise the power cable was small for the PlayStation 3 power cable hole... Now my child could have got a worsted shock, but then again it was a fire hazarded waiting to erupt. It was sparking that loud that I'm surprised it hasn't cased a fire so far. I'm grateful I noticed it and have another PlayStation 3 so was able to give my child my power cable so my child don't have to miss out playing or watchig movies but now I do because I cant use that cable that don't even seem to be compatible with the console power hole. I paid £85.00 for this console.

I can't believe that this was sold in faulty electrical condition.

I hope to hear from someone soon,

Miss key

I brought two LG G3 phones online at cex website in the UK one was grade a one grade b first one grade A was not working it was stuck on the bootlogo only and the screen was coming away from the phone or housing of the LG G3 that's Grade A ok follow me so far ok ... Grade b now for LG G3 second one ...it had bite Marx's teeth Marx's all along the housing two cracks to on the housing and when I opened the back cover on the phone battery had dents in and really dirty round the housing edge so deep I couldn't even clean it that's Grade B both 316pounds for both of them I reported cex uk ltd to UK action fraud police for allowing theses phones to be sold to me in the first place I have also got crime no to...red flag don't buy things from cex website unless you see the phone or any sort of technology like tablets phones etc buy in person ask see any item check everything before you buy item even the screen if your not happy don't buy item ...they are very dodge people cex uk watch out ok

Just been to my local Cex in Portsmouth England to sell a few dvds and a cheap brand new vr. But when I asked to sell my items the Cex employee looked at the stuff and said ur knot getting much maybe 30p( and laughed) for all of it but I done my research and it all come to a fiver then he scanned all the items to his surprise it come to five pounds but at that point I took my items and left moral of the story they have really bad service and are rude and sell faulty goods

I returned a smart phone the day after I bought it . I noticed the back flap wouldn’t fit on properly when I fitted my SIM at home. The back of the phone would fall off in a pocket over the course of a day. I was refused a refund as the manager considered the phone did not need a back flap fitted to it in order for it to work. In his opinion he considered the phone without a back flap over the battery to be cosmetic damage only. The store I shopped in is 91 Kilburn high Rd, London, NW6 6JE

bought a phone for £155 after 6 months it wouldn't work took it back to cex and told them what was wrong they said leave it with them and come back in an hour I did this then was told it needs to be sent away to look at it and come back tomorrow (18.05.16). Went back next day and was told it was something to do with the motherboard an not through any fault/misuse through myself. I already knew that as it had not really been used and was kept in a draw at home as a spare. YUNUS PATEL who claimed to be the store manager of the CEX shop in crossgates in leeds then told me that he could send it away for fixing which would take 3 weeks and it might not be fixed on its return. He basically wanted me to pick another phone there and then. He also said that it would only have a warranty for 6 months as I have already used 6 months from when I bought the broken phone. so I asked why do I only get 6 months if i pick a new one when it is a totally different phone and how do I know its going to last when the first one hasn't ? YUNUS then started getting angry and told me I was awkward in a shop which had several other customers in. I was shocked as his response to even speak to a customer like that . I asked for a refund for the phone as we was getting any were with his lack of customer care service. I left the shop with a £150 voucher as he wouldn't refund me. I feel terrible after the way I was spoken to and treated with no respect and don't now no what to do as I now have no trust in any of the products that could also turn out to be faulty or the CEX service its self

At the end of 2015, I wrote to Cex about a complaint and have escalated it to their management and to this day failed to recieve a reply

This is my story ;

I am writing with regards to a recent purchase made on November 27th, 2015. I would like to return the item I bought as it is poor quality, which I find unacceptable. To explain in more detail Two weeks ago, i purchased a Camcorder and memory card from the store in Salford Prectinct to bring with me for a vocation which was due to commence on the 23 November. The morning in which i was due to leave, i decided to make some recordings and this is when i discovered their was a fault as it was not storing the clips . I immmediately returned it back to the store in Manchester Arndale and it was exchanged for a Canon Camera.

As soon i began my travels and captured this via photos and protecting them as i went along. At the end of the week when i continued to take further pictures, i noticed the 150 photos i had already taken wasnt visible. I was utterly shocked and concerned at this point. I could not understand why they was not showing as their where all protected and it was confirmed when i viewed them last. My day was rewoned by this because i could not trust to take further pictures . I decided to ask around in LA and was told their was a place called Samys in LA who could find the fault and hopefully recover my lost pictures.

So i immediately took the time to look for the shop . After viewing my camera and memory card, i was advised that i had been sold a very cheap and nasty old memory card which was highly corrupted and was not storing my photos, I was told to leave the card with them for several hours. During which time, my day plans for the day was put aside as my anxiety rose to think of my once in a life trip could potential be reoqwned because the memories may have been erased for good.
I returned a few hours later and was told they have managed to salvage my photos however 9 of the best ones was badly corrupted and could not be saved. I was then billed for $58 plus i had to purchase a 16gb memory card for $34.49

I am extremely angry and upset that due to Cex selling products they truly know was faulty and partly reowened my holiday . I am not technically minded in the slightest, so do not know about camera- only to take photographs. I want a FULL refund for the inconvenience as well as what i paid to have my photographs restored

Ms Jackson

I brought a phone, just before Christmas, blackberry. I was charged £178 and the price was on a sticker on the back of the phone. Just a charger was supplied and I was told it was an easy phone to get used to and very similar to Samsung galaxy. That was a lie. I was also told I could go back for an instruction book if needed. As it was so high in price, he would do that as a favour. A week later, I went in for the manual and was told they do not do that! Another week later, I went in for an exchange and was told it had only cost £70 I pointed out a member of staff who was on the next till, on the day I purchased the phone and he called her into the cctv room. When she exited, she kept her head down and could not look me in the eye. She went to the window display and played with a phone similar to the one I had. However, this is not yet significant but holds that thought. I was told if I could produce a receipt then he would pay me the difference back as they do that. When I asked if they often overcharge then, to my horror he said it has happened a few times. I pointed out perhaps one of his staff was onto a scam he got irate I said I wasn’t suggesting he was up to anything, but it would reflect on him if his staff kept taking money off customers. Only to realise his staff had pocketed the cash. I was jovial about this and light-hearted as I wanted to exchange my phone and felt sorry this poor young person seemed to have incompetent staff. His reaction was to get angry and yell all his staff were trust worthy and answer to him and had no way of tampering with till or receipts . this outburst was both intimidating and set off this people up to no good radar. I said on the day of purchase how I had never paid so much for anything and she was a small part of that discussion but it was a lengthily discussion and we joked about me not giving the full amount of cash and had to get more out of my purse, so there was 2 incidents of handing over money. Not hugely memorable, if it hadn’t taken an hour to chose my purchase heavily guided by a sales rep, who’s friend had previously owned the phone. (which is heavily faulty) he even let slip that the friend had had issues with the phone but back tracked with saying they were not related to the performance because he was a teci . I took him at face value. I will not be so trusting again the original price sticker, on the back of the phone had faded but 78 could still be seen, the manager produced a receipt for £70. after much reluctance, he DOWNLOADED CCTV FOOTAGE ONTO HIS OWN PHONE • Have clear procedures on how to use the system and when to disclose information; and • Make regular checks to ensure the procedures are followed. When can CCTV images be disclosed? You have the right to see CCTV images of you and to ask for a copy of them. The organisation must provide them within 40 calendar days of your request, and you may be asked to pay a fee of up to £10 (this is the maximum charge, set by Parliament). This is called a Subject Access Request. You will need to provide details to help the operator to establish your identity as the person in the pictures, and to help them find the images on their system. How long can an organisation retain CCTV images? Organisations should have a retention policy. They should only keep the images for as long as necessary to meet the purpose of recording them. which is his personal phone and it was in sections rather than in full so had clearly been tampered with. I was informed it was his personal phone when I remarked on how nice it was. He even had the audacity to tell me they he was thinking of selling it to cex if I wanted to come back in a few weeks and he would do a part exchange with my blackberry. I could not look him in the eye as his hair covered half his face. Stylish but inappropriate. This should tell the reader, something about cex, s management. I told him I had purchased a sd card at the same time, which he asked to see as I had refused to allow him to walk away with my phone. As there seemed no logic to it and he could not or would not explain why he wanted to take it away and to where. I never got my sd card back either. Therefore, that is another £5 stolen by cex manager. It is fair to not he was very young. I am only in my 30s After I reiterated the above, he shuffled from foot to foot and repeated he was the manager and has the last say and refused to give me a copy so I could see it in full. He then quickly said he was going to delete it off the entire system. I reminded him that was illegal until this situation was resolved. his response was “I’m gonna deleate it so there”. I could not believe what I had heard and said parden. He repeated. I told him I do not consent to its removal from the system and was told he is the manager so can do what he wants. His attitude led me to wonder if him and a small group of workers were on to some fraud and he was not really a manager. I later found the receipt and it said £78 yet I clearly charged £178 and who immediately checks there recipe on purchase. Cctv in full clearly shows me handing over two lots of £100 pounds. Hence, why I was only allowed to see it in part and why on a personal phone’s, I again told him and showed him the sticker on the back which he said was never on there as they don’t have sticker on the back. I asked to look at another product he directed the sales assistant to a phone (the one that she was playing with) and the sticker on the back was a product number not a price. again, he told me I was lying about my sticker not being the same as the box sticker. I am more than happy to email pics of these alleged no existent stickers. I am reading up on law and considering a private prosecution against the director or owner of cex what else can I do. As there seems to be no management an from what iv experienced, I think it’s time to get a bundle of complaint together and pursue court action against this greedy over bloated corporation He also said I was lying about the sticker on the back of my phone not matching with the sticker on the back of the box and accused me of creating it an when I suggested how I could always pay for forensic analysis on this said sticker then sue him personally for libel and deformation, as keep calling me a liar and acting like a child not a professional, predictably he said he would sue me but couldn’t say on what grounds. If I could post a link to a picture I would but I have no idea how, taking a photo and loading it onto the computer is pointless as no computer seems to recognise the phone when plugged in, just one of the many issues. i would like my money back but at this stage, leagal action may be the only way forward the serial number and order number, do not even have 78 in it so more f prof thatthe price sticker was just that

We had ordered online Amazon Kindle paperwhite 2014A. A wrong order was delivered and as no paperwhite was available in store they again gave a refund voucher. With being heavily pregnant I had to go to the nearby store to claim refund and such a hassle hoping to get the right model delivered next time. This time we ordered the same version online again hoping to get the right model. But, to our disappointment again a wrong order was delivered. We wondered as to how they can do the same mistake twice. As there is no phone number where we can complain and the stores people just apologise to be courteous and have no right / authority to take any further action all they could do was offer another refund voucher. When I came to register a complaint, I note that I'm not the first person to have raised the complaint. Despite this no action seems to be taken. Date of first order - 6 Dec 2015, delivered wrongly on 10 Dec 2015 Re-ordered - 10 Dec 2015, again delivered wrong model on 12 Dec 2015 Resolution - Provide the correct model delivered home and a compensation for the efforts taken.

I bought two Wii games as a Christmas gift for my son; when I showed my son, he said he wanted a Wii U game. Therefore, I went back to the shop and explained my error. I requested moneyback or Wii U versions of the games if possible. Then this lady told me it wasn't going to be possible because of a scratch on the disc. Even though the game wasn't used yet. I then explained to her but she didn't want to listen to me. In my house, there isn't a Wii or Wii U console for my son to play with the games. Then I discovered that they purposely gave a game with a scratch on the disc, they thought I was lying in public and that lady was rude, disrespectful and racist. She provided poor service, I want my money back; I am very disappointed

I purchased a hard drive in the Camden Town Store but it had no power supply so the shop told me they would order me a new one but insisted on holding the hard drive until the power supply arrived, upon which i was told they would call me. Two week went by and i called into the shop and they told me once again that they will call me when it comes in Two more weeks went by so i went into the shop again and after about an hour of waiting they told me that the power supply had come in two days ago but that they had sold it to someone else. The store then proceeded to find me the same hard drive available in their Tottenham Court Road store. I then went to the other store and collected the unit with the power supply and took it home where i plugged it in and the power supply caught fire, after extinguishing the fire and getting the smoke out of the house i look at the burnt unit and it was a power supply for a small pair of computer speakers made by Altec and had nothing to do with the G Technology hard drive that they supplied it with. Following this I tried to contact someone within CEX that cared which was very difficult and the only response i got was someone telling me to find somewhere that sells the correct power supply then email back how much it will cost and the shop will consider if they will reimburse me. I requested that they should at least be doing this research themselves and sending me the correct power supply but they said i had to buy it myself then take it to London (30miles away) with the receipt and the power supply and they will consider some cash reimbursement. No apology for the behaviour of the Camden shop No apology for the selling of a dangerous product No apology or responsibility for nearly burning my house down this really is the most uncaring and unpleasant shop to deal with, don't go there

I purchased a Macbook in March 2015. I contacted CeX as the item was damaged when it arrived and the charger did not actually charge my Macbook. I requested a refund and was advised that I would need to return the item before a refund can be issued. I did return the product as requested. On 25th May, I received an email stating that a refund of £27.50 has been processed on 24th May 2015 and I should expect to see this appear on my PayPal account within 3-5 working days. After 8 days, the refund did not occur and I made contact with CeX once more. I was advised to check my junk mail as I may have been given a voucher refund and if this is not the case, then I should get back in contact and things would be escalated to management. I checked my junk mail, and there was no emails from CeX. This was in 11th June. Since then, I have contacted CeX via email 3 times and there have been no responses. I don't know what else I should do as there is no other way of contacting CeX.

I ordered several DVDs & computer games costing around £66 from CEX on the 13/1/15 from their online store, 2 days later I received 2 of the games worth £10.75p I thought the other items would be delivered separately as the website states but after a few days nothing arrived, I then logged into my account to check the tracking number given for royal mail and it said all items were delivered on the 15/1/15 but the electronic signature and printed name were PW and CEX so the parcel was actually delivered to themselves and somebody signed for it. I have emailed them several times and been totally ignored and there is no telephone number for you to contact the them, this practise amounts to theft and I have now read on various websites that they do this all the time, it's disgraceful there should be some means of getting a refund for the goods they have so blatantly not sent to me, very angry and frustrated.

I bought a Nokia n8 online sent the phone back over 6 weeks ago the only they keep saying they are busy and will get back to me when they can if you email them sometimes you get an automated one other than that there phone number is not working if you can help in this matter I would be most appreciative thank you Paul j wilkinson number [protected]

I ordered online and they sent the wrong item which I promptly returned. 22 days later and still going and I have had no replacement sent out. I have tried to contact them directly but there is no phone number, only emails which you get an automated response to. It is a TERRIBLE company and a VERY POOR service. Aftersales=CRAP, Customer care=CRAP, Communication=CRAP, Customer satisfaction=CRAP, webuy.com=CRAP.
I have sent numerous emails, commented on various social networking sites and all to no avail. Anyone thinking of buying online from this company should have their heads examined. Avoid at all costs, you dont need the grief or hassle of chasing these conmen up to get a refund or the item you bought. If you look at online reviews their ratings are horrendous and all negative. How companies like this get away with treating paying customers like this amazes me.
And so the quest goes on...

I purchased a Sony Playstation from CEX - Stratford Branch in July 2011. After just 9 months the console stopped working amd so I went back to the store asking for the console to be repaired, as per my receipt. They told me I need to contact Sony directly. When I contacted Sony they said as the console purchased was second hand, it is nothing to do with them. I went back to CEX and again asked them to repair as per the receipt and told them that it has a warranty for 12 months. They then told me the warranty only applied to software no hardware. I told them that this is not specified on the reciept after which they agreed to test it out and that it would take 48 hours. Later that evening I received a text from them saying the disk has become faulty and that they cant do anything about it and to collect the console ASAP. I was disgusted by the level of service.

I have had the worst experience of any company in dealing with CEX, there is no chain of command. No real complaint process and no organisation.

The customer service centre is email only and based in India. They take days to reply and refuse to deal with the complaint even after replying. I have even written to their CEO, who refuses to reply.

1) In Aug 2011 – I ordered a Video Camera and was sent completely the wrong model.

2) Last week (March, 12), I without thinking, again ordered HV40 UK Version from your website (Order No. 843642) and was sent completely the wrong Model. The US Version of the same camera (Vixia) The UK Version was advertised on the website (Legria).

3) I returned the Camera by Special Delivery and CEX confirmed they had received it.

4) I have written to your Customer Service representatives many times, who reply in 3 days and do not answer the question in anyway. RXX has written to me a few times without bothering to answer or read my question. The poorest service possible.

5) Yesterday RXX, wrote to me confirming that I would be refunded yesterday, here is a extract from his email:
In a message dated 27/03/2012 16:31:56 GMT Daylight Time, [protected]@webuy.com writes:

Dear XXXXX,

Thank you for your email.

The refund will be processed today.

Regards,

RXX
CeX WeCare Team
Buy Sell Donate
www.webuy.com

6) Nothing has been refunded and CEX have decided to not answer my emails even though they still have my payment. I have no choice but to take this further and complain to Watford trading standards and Watchdog, as a start.

Its clear from CEX's reputation online and in reviews and blogs, that Cex treats all their customers like horse manure. This is obviously a regular occurrence and I find it surprising that companies such as CEX can continue to trade in the UK with no Customer Service.

I hope you this goes towards warning other people from buying from these fraudsters.

I have had the worst experience of any company in dealing with CEX, there is no chain of command. No real complaint process and no organisation.

The customer service centre is email only and based in India. They take days to reply and refuse to deal with the complaint even after replying. I have even written to their CEO, who refuses to reply.
1) In Aug 2011 – I ordered a Video Camera and was sent completely the wrong model.

2) Last week (March, 12), I without thinking, again ordered HV40 UK Version from your website (Order No. 843642) and was sent completely the wrong Model. The US Version of the same camera (Vixia) The UK Version was advertised on the website (Legria).

3) I returned the Camera by Special Delivery and CEX confirmed they had received it.

4) I have written to your Customer Service representatives many times, who reply in 3 days and do not answer the question in anyway. Raj has written to me a few times without bothering to answer or read my question. The poorest service possible.

5) Yesterday Rxx, wrote to me confirming that I would be refunded yesterday, here is a extract from his email:

In a message dated 27/03/2012 16:31:56 GMT Daylight Time, [protected]@webuy.com writes:

Dear XXXXX,

Thank you for your email.
The refund will be processed today.

Regards,
RXX
CeX WeCare Team
Buy Sell Donate
www.webuy.com

6) Nothing has been refunded and CEX have decided to not answer my emails even though they still have my payment. I have no choice but to take this further and complain to Watford trading standards and Watchdog, as a start.

Its clear from CEX's reputation online and in reviews and blogs, that Cex treats all their customers like horse manure. This is obviously a regular occurrence and I find it surprising that companies such as CEX can continue to trade in the UK with no Customer Service.

I hope you this goes towards warning other people from buying from these fraudsters.