The complaint has been investigated and
resolved to the customer's satisfaction
CeXfraud / refund

C Review updated:

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] writes:


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

CeX WeCare Team
Buy Sell Donate

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.


  • Ba
    bazhercules074 Mar 14, 2019
    This comment was posted by
    a verified customer
    Verified customer

    I believe CEX are a scam company too.
    1. On 13/03/19 I took an immaculate Huawei phone, box charger, everything - the assistant agreed it was 'A' grade and said come back in 40 mins.
    On return they told me it failed as the phone is bent.
    What ?!? it's made of wafer thin glass and metal - there are zero signs of stress or cracking !
    I disagreed and demonstrated a piece of paper could not even pass under the phone ! - note the paper is a TENTH of a millimetre. . . .
    The test report says it has passed the visual inspection.
    Had a 30 minute disagreement and had to leave in frustration.
    2. Next day took it to another Cex store.
    Remember the phone is in immaculate condition.
    The assistant took one look at the charger jack and downgraded it to a 'B' grade - when the phone will easily sell at 'A' grade !
    Walked out in disagreement and went to another Cex store.
    3. The next Cex store agreed my phone was in PERFECT condition and said it was easily 'A' grade.
    Told me to come back in 30 minutes after the test.
    Came back - they told me it has failed as the Gyroscope is not working !
    What ?!?
    Then they proceeded to explain to me what a gyroscope was - i am fully aware what it is.
    I demonstrated the gyro was working perfectly by going on to You tube and turning the phone 90 degrees - the display flipped in time indicating the gyroscope does work .
    The Cex tester said, no there's another part of the gyroscope wrong (BS) and it's failed on their software.
    He showed me and it was a basic screen which i doubted immediately.
    I activated the 'Compass' Function on the phone and again demonstrated the gyro is working perfectly in every degree .
    The Cex tester said yes i can see it's working but it's failed on OUR system.
    Treble Frustration for me - an honest customer with an immaculate phone . . . . Cex statements were proven wrong on each occasion but they refused to take in the phone as promised !
    There is some sort of SCAM going on here - 3 stores fabricated a lie to avoid taking my spotless, fully functional boxed phone.
    What the heck is going on with Cex ????
    Still fuming and deflated . . . . .

    0 Votes
  • Li
    Liam Chaudry Jan 26, 2017
    This comment was posted by
    a verified customer
    Verified customer

    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

    0 Votes
  • De
    Den Coates Oct 14, 2016
    This comment was posted by
    a verified customer
    Verified customer

    My son was sacked because someone stole a phone while he was demonstrating it. He is now expected to pay for the phone, I'd like to know if they also collect on their insurance, double bubble.

    0 Votes
  • Pe
    peterkin1010 Feb 24, 2017

    @Den Coates I can possibly understand how CeX would sack somebody for allowing a phone to be stolen. Unless he was getting the crap kicked out of him. CeX might expect him to take reasonable care to prevent theft. I can't understand how that have sacked him AND demanded payment. Unless he has signed an agreement otherwise he cannot be forced to pay for losses like that. See Pt1 Wages Act 1986. But CeX probably won't have that sort of loss insured as the insurance company will claim 'failure to demonstrate due dilligence'. it's one or the other for CeX IMHO/

    0 Votes
  • aiden/haywood Sep 28, 2016
    This comment was posted by
    a verified customer
    Verified customer

    I bought a Sony xpearia z3 from cex newport Isle of Wight the screen cracked though no folt of my own and it cost me 180 I sent it to Sony and they said that cex tryed to fix the phone there self cos it was broken when I bought it but cex didn't tell that they used glue that wasnt seseptable for the phone so it got to hot and made the screen crack now Sony are telling me that it will cost me 263.00 to fix it money I really don't have is there anything I can do about this please help me and thank you for your time

    1 Votes
  • An
    Andrea Coombs Sep 16, 2016
    This comment was posted by
    a verified customer
    Verified customer

    Cex sold me a broken phone (literally did not turn on) when I contacted the store they said that the phone had been sent for repair four times and returned for sale which is obviously ridiculous. It wasn't even an expensive phone, just should not have been on the shelves but they felt it was more important to milk profits then suck up a loss of what was probably no more than a fiver spent on it in the first place.
    Ended up just wasting time sorting it out. I wouldn't usually write a bad review because I'm pretty accepting of human error but this obviously could have been avoided easily and they were incredibly rude and not accepting fault when I contacted their customer service directly.
    So in short, pretty poor all round.

    0 Votes
  • Ch
    char lottie May 18, 2016

    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

    1 Votes
  • Tr
    Trishbir Sehgal May 17, 2016
    This comment was posted by
    a verified customer
    Verified customer

    I have a complain against cex Raipur (Chhattisgarh) branch in India we have gone there to sell an I phone 5 so they told us to wait for 45mins as ur company have the policy to check the phone when they take it but when we we came back after spending 45mins they have not completed there checking and told us to wait more for 15 min this was such a waste of time we too had some work after that they were just playing with the phone clicking out there pictures formated the phone then waiting for such an hour they've done such a thing they just changed our charging adoptor they were just passing the time and was wasting there customers time and at the end they told us that they can't take our phone because ur phone's battery is defective so the service to provide to ur customers is not good and ur staff does deal with customers properly they don't know how to treat there customers so I want that you should take some action against the staff and tell there give our orignal charging adoptor back and tell them how to treat there customers otherwise we will complain against there.

    0 Votes
  • Po
    Poil Duibhir Oct 26, 2015
    This comment was posted by
    a verified customer
    Verified customer

    On 3 occasions i purchased a bunch of Xbox 360 games to which i would get an email to say they cant find them in stock. I would not be offered any reimbursement and all emails regarding this are ignored.

    Not only are they really really bad at replying.. as in.. never, but they usually forget to dispatch some items .

    0 Votes
  • Ne
    Nexxa Jul 15, 2015

    Being a CEX customer for 10 years I have had an experience which just made me realise the scammers that they are...It is very difficult to blame 'all' stores as the majority are franchises.
    Over the years CEX have had thousands of pounds of my hard earned cash,
    When it comes to items all have a 12 month warranty and interestingly 48 hour returns policy where you can exchange an item for like, or a voucher, This seemed to change overnight to a 'two day refund policy' with no visible signs explaining this, even better is that the 'two day' policy only applies if you buy (any number) of items from any of there stores, so for example you buy one phone and down the line (any amount of time) exchange it and get another, the two day warranty for your new item is void as you already made an exchange before, even if was weeks ago and with a completely different item. So really this policy should be marketed at 'a once only two day returns policy;...There is no loyalty with customer business relations, they simply could not care about you..

    1 Votes
  • We
    welshy87654 May 07, 2015
    This comment was posted by
    a verified customer
    Verified customer

    I bought a windows phone from cex it was working perfect when it left my house I wanted to trade it in so soon as I gave it to cex for testing the pin breaks it wasn't broke when I gave it to them and ive had few arguments with the store manager cause they are selling grade b phones at full retail prices and they aint in very good condition but they have been very aggressive few times.

    0 Votes
  • Ja
    James Bradford Mar 05, 2015

    I have complained as i bought a fat ps3 2 usb 80gb and i got ylod, still have the machine and receipt and was refused a refund, they should not be seliing any fat ps3 or first gen X box 360 as they are reconised as a fawlty product by microsoft and Sony. Sadly i did my research after buying the product, but they should not be selling any products with a reconised design flaw.

    0 Votes
  • Om
    omar.1993 Jan 10, 2015

    Hi there,

    My account number is : EC745935
    order number is : 1760776

    Previously I had purchased a HTC ONE M7 handset from yourselves just over 16 months ago, as i was in need of a new handset. I purchased it at the grade A standard, and as I expected, looked BRAND NEW!. No scratches, no blemishes, no wear and tear!. It was 2 weeks old I had been told and there was nothing wrong with it. It was all fine until I got home and tested the speakers by playing a music track for which the speaker started to make a popping noise. I immediately detected that there was a fault, so the next day i brought it back to the CEX store which I had purchased it from (Middlesbrough store), explained to the staff member what was wrong. He then went to test it out, and agreed that there was a fault. He informed the manager, and the manager pleasingly offered to drive down to another store to bring me another HTC ONE which would also be of the same grading. So as promised, I came back the next day, the manager presented me with another HTC ONE, as well as £20 cashback and a FREE CASE just to show his gratitude and apologies.

    I have never had a problem with my HTC ONE ever since.

    Based on the event I had mentioned above, I was not hesitant to shop at CEX again, as I knew that they would provide me with a great, reliable and efficient service.

    Basically 2 days ago I had purchased the Sony Xperia M2 in Black EE A grade through CEX online.
    I was hoping to receive it by Wednesday as it was my brothers Birthday then. I can happily say that I did receive it today (Wednesday), for which I thank everyone at CEX who made this happen. I was aware that it could have taken up to 5 working days however it came in 3 working days, so I am really impressed by the efficient delivery/dispatch service.

    However the main reason why I am sending this email to yourselves is because I am disappointed with the item which was sent out. Moreover my brother is even more annoyed and feels let down by me as well as yourselves. I did not want to tell my brother where the phone was from as I wanted him to think I had purchased it directly from Sony (i.e. brand new). As I am on a budget I thought I would do the next best thing, which was to purchase the phone from a company just like yourselves who provide phones to customers like myself based on their grading condition (i.e A - being new/mint B - good condition C- poor condition).

    So getting back to my original point, the reason why I am providing all of these details is because of the phone I had purchased from yourselves on the 04/01/2015. I bought a Sony XPERIA M2 (Grade A). Disappointingly, I believe I have been given a graded B Sony Xperia M2, based on the physical/internal condition which the phone had came in. I have listed the faults below:

    came in its orginal box which appeared to be in a visibly used pre owned condition, basically not mint/new
    has numerous groups scratches on the front and back side of the phone, as well as the lense
    "Mint - Phone in as new/mint condition with charger, original box and all accessories" The phone came with charger and usb cable which seemed to have been used a few times as it is also bend a little. No earphones have been included either.
    worst point of all... THE PREVIOUS OWNER'S CONFIDENTIAL DATA I.E PICTURES, VIDEOS ETC ARE STILL ON THE PHONE DATED BACK TO JULY 2014!!! If i am correct, that is a breach of customer confidential data, and is something no seller or buyer would be happy to hear
    All of the above, as well as the fact that CEX have sold me a phone, with misleading info as I hoped to receive a min/new A graded phone. Instead I received a B-C graded phone, which has not even been factory/software reset, which is atrocious.

    I have been let down for the first time by CEX, and hope no-one else has to be put in a similar situation, as it really is disappointing. Especially for my brother as it was his 16th Birthday.

    I hope the staff at CEX can try to ensure that events like this do not happen again, as it is not professional in the slightest.

    Last of all I hope CEX can once again, restore my faith in there services.

    Kindest Warmest Regards

    Omar Hussain

    P.S I have printed of the returns label and have sent the phone back on friday 09/01/2014. I am also still waiting for a response from CEX as I have already sent this email 3 days ago!

    0 Votes
  • Ps
    P**s takers Dec 27, 2014

    I ordered an Apple TV box for £144 December 4th I sent it straight back as it as getting one for chrostmas and didn't realise. I sent it back recorded deliver which they received 15th December I have emailed them a number of times and they are just saying that it is in progress surely it can't take this long to process it. It is shocking how there isn't a number you can ring. They even sent me an email to review the services so I said what I thoght and got an email back off them saying ' Alert! Alert! Your review has been moderated.' Surely they can't get away with what they are doing to people. It is a Discrase how they can get away with it.

    0 Votes
  • Ha
    hatecex Nov 18, 2014
    This comment was posted by
    a verified customer
    Verified customer

    I have had the same bad experience. When I initially traded in my Nintendo DS, it was basically brand new, I had used it about 10 times in total and owned it for approx. 2 years, I knew it would not get the full £99 I had paid for it, but was astounded when they quoted me £23.00 for it. I took a voucher for this amount intending to use it for something else in the future.
    Recently, I have decided to use it for digital photo frames, I have managed on 4 separate occasions to find items that match the amount of the voucher including delivery, but they are not in my locality so I have had to try and order it online. In doing so I came up against the ordering system, which is clearly faulty and clearly not being fixed no matter how much they reassure me that it is. I have had to try this system on several occasions, after I was assured that it was now working, each time losing the items that I had previously found to buy as they had been sold in the meantime. Each time it did not work, I gave practical solutions they could use to help me and they ignored them and just asked me to try again. I have lost my patience now and asked them to send me the cash instead of the voucher, which I have been informed is not possible, with no explanation as to why not. I agree with previous people on here who have experienced it taking a long time to get a response from the e-mails, generally it has taken 2 days plus to receive a response, in which time I have had to re-shop for the items I need because they are no longer available. The customer service people are very good at apologising, but this is the limit of their capabilities, they obviously have no power to effect any change. I feel quite ripped off and really encourage other people to boycott this company.

    0 Votes
  • An
    andy olive Nov 10, 2014

    after a camera was bought from warrington it was found to be the wrong one for a collage course as it was only16 hours from purchase it was taken back to our local widnes store for refund only to be told go to warrington to deal with it 20 mile trip an hour wasted time and all warrington did what widnes could not a a full refund and to say sorry for the poor excuse of a manager at widnes complaint has been done to just a shame this is not the first time the widnes store feels it doesnt have to work with cex as its a franchise store please note the review is for widnes store warrington should be 5 stars

    0 Votes
  • Tw
    TwinBEEuky Aug 15, 2014

    I worked at cex wythenshawe 2013 and was saked for a gross misconduct alligation.

    I have police witness and securaty whitness proving my innocence on this alligation.

    but behind closed doors they had plotted to get rid of me and never approached

    my witness's, s. i have since been back to the store 2014 as its my local and

    now have been informed that i am band.

    I have evidence from investigation proving that they had manipulated the investigation

    to make me look guilty.

    Is there anything i can do about this to resolve the issue and get justice because at the moment

    im so angry about this that i feel that i want to seek my own justice in a not so pleasant way.

    people involved

    chris round - manipulater
    simon hosman - mupit
    mathew cook - Instigater
    blake saxton.- lier

    Never will i shop at cex and i will make sure non of my freinds' family' nabours

    Infact everybody i know.

    Yes they steal, yes they lie, yes they manipulate and they do care who they make a victim of.

    stay clear of cex.

    0 Votes
  • Jo
    John__Boy Nov 28, 2013
    This comment was posted by
    a verified customer
    Verified customer

    Lost £70 iPod order using Cex and there own packaging with postage costs even with it being tracked online they refuse to deal with it or reimburse me and this has been an ongoing complaint for 2 years?.

    Reported them to Watch Dog and so should everyone else before its too late...

    They offer no compensation or any type of help and they lied numerous times about the postage claiming they do not provide postage but then go onto to state they provide only free postage???

    Well I got both postage and address labels and the post office gave me a tracking number to go with it all and I paid nothing but according to Conrad at CeX they provide none of this? I have been on and off at them for 2 years and finally got too stressed out with them to continue so have placed it all in the hands of Watch Dog and Trading Standards and added to multiple complaint threads on various websites on Google to let all know you will have a bad experience with the company CeX if not you will suffer a very bad loss and a great deal of stress caused to you.

    1 Votes
  • La
    Lauren.H Aug 15, 2013

    I had a horrible experience with CEX. The location was based in the USA. It seems to be everywhere that this place seems to be ripping people off. They first lied to me about the cost of a computer, then swindled their way into selling it to me for $70 dollars more than what it would have sold for brand new. I thought that I could trust them, being that it seemed as though they were a well established business, to later only find out there is no phone number unless you want to count Google Voice. In the end, I did end up getting a refund after I basically badgered them for days. I tried asking nicely at first but they weren't speaking the language. Check out the full story here.

    1 Votes
  • Si
    singhshawlion Jul 09, 2013

    I worked for CeX for several years whilst at college and university. During my employment I saw the company slowly decline in terms of customer service and general standards. From the closing of the customer service helpline to the opening of a repair department which regularly returned goods in worse condition than when they were sent. Chronic lack of quality control and a pass the buck mentality are now endemic; sadly the op has met with problems which seem to have become the norm in CeX, and which the company has been aware of for years.

    2 Votes
  • Ak
    Akramsdad Feb 14, 2013

    I think this fcukcex guy got sacked for stealing which is why it lead to this.

    -5 Votes
  • Tu
    Turk86 Feb 14, 2013

    What's your bone? Get over it dude.

    -5 Votes
  • Fc
    fcukcex Feb 13, 2013

    ###.cex (Sign Out)
    Manage Website
    Edit Profile
    All cex Store Phone Numbers manager emails and more

    i used to be a sales assistant for cex and i was instructed to do the following.

    Swap parts from customers phones and replace them with broken parts and then say "it has failed the test"

    if customers forget to come back in 14 days my old manager would keep the items for himself or sell them to cex for his own profit

    knowingly sell broken stock to unsuspecting customers and refuse refund on thier return

    lie to customers telling them their stuff is grade c and then sell it for grade a

    knowingly buy stuff that we knew was stolen and the people who sold it would get less because they was stolen

    cex is a scam company and why they havnt been shut down is a mystery, cex's internal communication is essential to their operations, please join me in spamming these emails. i have also added all the stores phone numbers and managers emails

    have fun

    If you want to email a store use the store name followed by (for example [email protected]).

    If you want to email the supervisor of a store just add .spv to the end (for example [email protected])

    CEX also use an online purchace system the call ecom, if you want to email a store ecom then use [email protected] (for example [email protected]

    Note not all stores have ecom .. yet

    You can also send what they call a mass email to all people in the CEX directory by using [email protected]

    If you wish to pester anybody high up in the company all you need is their name and their email address will be the first letter of their fist name followed by their last name (so john smith would be jsmi[email protected])

    /information edited/

    2 Votes

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