CeX / WeBuy.com
reviews and complaints

Dear sir/ madam,
My name is Andrew Lanham and I am writing to head office with a formal complaint.
On the 28/09/2019 I went into CEX ( 103-105 Armada way, Plymouth) to enquire about an 8gb Graphics card ( in shop price £130), it was a gift for my son.
I explained to the clerk at the time(ginger bearded chap) that I am unsure if this would be the right graphics card, being that I am totally computer literate, as I was purchasing it for my son as a surprise, the clerk clearly explained that if it didn't work, I could bring it back for a full refund,
On Thursday the 3rd of October I gave the card to my son, he was so excited.. I had an experienced computer fitter, install the graphics card, but with several attempts could not get the graphics card to power up.
I returned to CEX today Tues 8th Oct with the graphics card, and explained that it's not working, they said they would have to test it,
After testing they returned and said it worked fine and could only refund me with an in-store credit note, I asked the store manager ( Paul) ( who wouldn't provide his surname) if I could see it working, he presented me with a receipt with (in working order ) hand written on it.. that was not enough proof for me, so I asked to see it working, and was told customers were not permitted to go behind the counter. As a receipt and his word (Paul store manager) was not enough for me to accept that it was working, I asked for a refund in full, and out of the blue, I was then asked by Paul to leave the store, and if I didn't I would be removed by security, I told him it would be assault if anyone placed there hands on me, I was then told by Paul he was calling the police, I replied please do...
I discussed the issue with the officer and he the conversed between Paul and I, Paul insisted that the card was working properly ( (still no evidence given to prove it was)and store policy is that he will only give a credit note. I was advised by the police officer to complain to head office, as even he couldn't reason with Paul.
I have been humiliated and embarrassed by Paul and the whole situation.
I can provide a copy of the receipt and I am seeking a full refund of £130. Please

Many thanks Andy Lanham
[protected]@hotmail.co.uk
Tel, [protected]
10 Treby Road
Plympton
Plymouth
PL7 1LE

I was selling my Xbox for cash all going fine apart being slow (trainee not his fault) once agreeing an amount and informed me I have to come back because of testing which was a bit annoying but I do understand. So I went back the next day expecting to be in and out quickly with my cash, however was informed there wasn't enough cash on site even though it was only £83. So had to be done by bank transfer. I just don't understand why a simple email or telephone wasn't made to save me making the 20-25min trip into Worcester. In my eye that's simple customer service because I've wasted fuel on a pointless trip to Worcester. Either increase the cash flow there or pre plan your day better! I did want to buy some headphones for my PlayStation but purely on that cock up by you guys you lost a sale. And would of been easier if it was bank transfer over the phone as I could just brought them online.

I brought a tablet in 30/07/09 from Cex, the next day I purchase something from Argos. One day apart and once again your receipt has severely faded. I had a receipt with money on it to spend £24 at a later date and it also faded so I couldn't use it, despite the extremely long claim time you offer to customers. To me this is a con... Your receipts fade so the customers lose out. I'm pretty disgusted. See my example attached.

Went in today to sell. Arrived at store to be told last time my I'd was updated was in 2017. This is 100 % false. And on any other occasion, if I am selling something and have to get letter to update system, they have always took the item in, tested it while I went and got a letter and everything has been fine. Well not today, as was told they will never do this which is clearly a lie. Next thing first person I spoke to me gave me one price, second person when i came back with computer told me another price. No reason as to why, and now also have to wait an hour on testing when I made a point of been here early so this wouldn't have happened, having to walk about absolutely soaked. Just feel whole experience has been poor from start to finish.. I also know if told a price is what price they have to go by as I also work in retailing myself.

The xbox one was rejected over what they claimed to be a loose hdmi port which I tested when I got the product home and there was no such issue this is after i had to wait around in town for a entire hour, this is after they tried to sell me a xbox controller to reduce the price over a tiny bit on the controller i had, I easily blew off by myself this is unacceptable if I'm honest and would like to hear what you as a company feel about this service, I would like a response on this matter if you can my email is [protected]@googlemail.com if I dnt receive a response I will continue the process of making more complaints untill I'm happy there customer service has been looked into

Ok so Iv purchase a phone from your shop on the 09/08/2019 at 15:00:49.
My daughter took it out the case a couple of weeks later for the screen to pop out.
So when Iv tried returning it to your shop.
Apparently the serial number is not the same on the receipt as the phone so I'm being told I didn't purchase it from your shop. WHEN MY PARTNER DID AND THIS SHOULD BE ON CCTV.
I'm very upset and need this matter dealing with ASAP because my daughter now doesn't have a phone after saving up her pocket money for ages to get one.. No help was offered from the members of staff in the shop.

My son had some birthday money he wanted to spend and went to cex to trade some items in and buy walking dead 1 - 7 boxset. When he went to buy the box set on blu ray the item had two prices one for £25.00 and one for £35.00 shop assistance turn around and charge us the £35.00 one. I thought this was disgusting as the week before it was priced at £25.00 but couldn't get to store to buy this item, also while he was trading is items he nearly lost out on £10.00 because assistance didn't scan every item in, it was only that he had some some research of how much he would get re trade that we new. Feedback code 097af766 and selling items feedback code is d695d31e

I bought a iPhone in October last year last month the phone started playing up would not turn on unless it was on charge as soon as I took it off charge the phone would go off I left it alone for a couple of days when y went to get it back out the battery inside was expanded pushing the screen out ect I took this product bak to the shop I got it from and they r telling me it's my fault as the phone has a dint in the back now they r telling me this is my fault bearing in mind the screen ain't smashed and phone has not got a scratch on it when the batter has expanded it must of coursed this to the phone if I had bent the phone my self the screen would cracked as well I have lost 140 pound on a faulty product that was none of my doing they told me it would take 5 to 10 working days n they have had the phone now for 14 days for them to tell me it's my fault I am not happy about this at all how do I take it further

Good morning,

Today I have been to CEX office because of my phone's malfunctioning for poor quality health, malfunctioning touch when phone in charge and malfunctioning home button. After holding my phone for 45 minutes the guy at the shop said they couldn't exchange or refund the item.
This is ridiculous and the mistrust in your loyal clients is a shame. I also reckon this tricky system testing is discriminatory against lower classes customers, who might get confused by tricky and disabled ones, who are more likely to get stressed when something wrong happens. My opinion is that the social and human consequences of your policies are shameful. Not just that, there is no customer service I can call because they told me the customer service was always busy; again this discriminatory against lower classes customers, who might get confused by tricky and disabled ones, who are more likely to get stressed when something wrong happens; a person in wheelchair or with impaired abilities might find harder to get to a CEX store so I think this is shameful on a business level (this is very poor quality customer service) and on a human social level, as this is indirectly discriminatory and against modern British, European and modern world guidelines (quality of life for all categories of people, accessibility of information, work-related stress prevention for your employees who are more likely to deal with the frustration of the mistreated customers ).
As a compensation for the time spend in CEX (11.30-13.30 of 22/09) I ask:
- a complete refund of my phone as £140
- apologies
- a clear piece of communication of commitment of Non-discrimination in your stores of BRIGHTON and Hove
- to be contacted via text on my phone (+[protected]) to advise me when I can collect my refund/phone to exchange.

I was about to buy a tablet at your store but if this is the policy, I will definitely reconsider and advise my friends and acquaintances to do the same.
I have met very kind employees at CEX and I reckon that selling second hand technology is a sign of good business managing and social/human commitment. On the other hand these issues I mentioned, along with the lack of a customer service landline, are very bad issues I hope and I trust you will be able to address.
I'll be waiting for the remediation.
Yours faithfully,
Mark

Screws have come away from the bottom of the laptop causing the laptop body shell to come away and now unusable..
Product is still in its 24month warranty (bought 23rd Dec 2018)
Took to cex branch in the city center and to be told by a Dan G that they wouldn't repair or refund due to the laptop being a catagory c and to be told they sold laptop with screws missing under catagory c.
To my shock I could not believe they sold me a laptop with screws missing for my
daughter's birthday present.
I would never have purchased the laptop knowing this due to the possibility of naked
wires coming out of the system, due to the lack of screws at the bottom of the laptop which is more than 4 screws missing which could of led to health and safety issues with my 9yr old daughter..
I am extremely shocked and disappointed with the major lack and care from your cex colleagues regarding my issue..
I would like this issue resolved as I spent alot of money and now my daughter has no laptop even though it is still well in its 24month warranty.

Please can someone email me regarding this complaint at

[protected]@gmail.com

Kind regards
K Hewitt

Brought a game today 18 of September forza 2 from cex in Lincoln opened it up to find the disk has a big crack straight through it took it back and tried telling me it didn't happen in there store so kept my money and gave me the disk back which I'm unable to do a thing with cost me £8 I'm sorry but I would never spend £8 on a game for my daughter and then go and breck it and go back in to complain when could of just took it back in to get my money back if didn't want it

Hi i been a member since five years yestarday i been to your shop in glasgow cause i wanted to sell my iphone 7 the girl on the desk start arguing with me cause my id is from italy but is the same who i used to be a member of yours and she basically discriminating me saying she cannot serve me cause my id! This is a crime and discrimination should not happen in any way i got discriminated cause im from italy? U must training your employee cause they dont even know italy is part of europe and my id is valid!

Very rudely staff.. they even don't check my laptop for selling .. had a very bad experience.. must teach your staff how to deal with customers.. without checking any device how can you suppose to say that it is not worth selling .
My laptop was dell i7 processor, 16 gb ram nd 4 gb graphics .. without any defects.
Just because you don't want to check device doesn't mean that it is waste or like something not worth of money .
Last n last visit at cex .

On two separate occasions I tried to sell a phone back to CeX Staines after not needing them anymore. Both phones were purchased at the same branch a few months before.

I received a quote and was happy with them and waited around for them to test the phones. Customer service was initially friendly.

This all changed once the testing had been completed. One phone I was told wasn't charging and the other had a malfunctioning finger print. I know for a fact this was false. The customer service had completely disappeared and staff became very dismissive.

When asked to see the report they refused to show me and just told me "they're not for us".

This raised my suspicion regarding the phones and whether something else was showing on the report.

I now have two phones which I purchased at CeX and for some reason they won't return. Does this mean CeX are selling dodgy phones or phones that are going to fail a test?

I will be contacting consumer watchdogs regarding this and wish to make an official complain to the Staines branch of CeX

I bought a ps4 game from your store at castleford west yorkshire on friday 23rd august 2019 and when I got the game home the console could not read the disc so I cleaned the disc and the console still could not read the disc repiept number cs342798. I now have the inconvenience of having to travel 12 miles from my home to the store to return the game but the games should be checked before they are sold as I now have to spend money I cant afford to take the game back. I am very unhappy with this purchase as I have bought a lot of other items from your company in the past and have hardly had any complaints. I hope you can do something to help with this as a good will justure. Thank you an unhappy customer. Email address: [protected]@yahoo.co.uk

Bought the ipad mini a few months back for my course work. But the bloody thing doesn't do anything it's supposed to because it cannot update. I can't even use apps like ebay or YouTube. If they can't be updated to function properly then they are not fit for purpose which is a legal requirement of electronic sales. So I would advise rather than selling expensive bricks you set up a recycling scheme. I know this is not the fault of cex and more the fact that since Steve jobs died apple has become greedy and idiotic but as tech suppliers on this scale cex should consider the functionality of the products they sell. I would like a refund or store credit to compensate this inconvenience.

I recently bought a mobile phone from the forge store in Glasgow, was very happy with my purchase and when I got home but the mobile on charge. Checking it later I saw it was fully charged and left it for a few minutes longer yet when I went back to it I found it unresponsive, I tried everything but finally out it back the box provided when I brought it.

Having work during the week I went down to a closer store to me on Union Street, Glasgow. I explained to the male staff that served me and he said it they would test it and it would take 30 minutes, having a look around at some items I came back to the desk at the quoted time and was told that they couldn't get the phone to turn on but they wouldn't give me a refund or exchange as the moisture meter had been triggered. When i said it had been left in the box provided and not been near any water he shrugged and said not my problem really, I found myself getting angry with him so I asked to speak to the manager and was told that there wasn't one though I had seen him walking around behind the next and out the back not long before.

After leaving that store I headed straight to the other store in the forge shopping centre, where the staff were amazingly friendly and helpful. I told them what had been said in the other store and they checked the moisture meter hadnt been triggered and after plugging in the mobile it flashed up that it was charging after 10-15 minutes. They told me if I had anymore problem's to bring it straight back and to be honest though Union Street is closer I would rather go further to The forge and get the great customer service than have a rude unhelpful and quite honestly lying staff.

Hasn't even bedn tested yet and CEX have had it for 9 days now.

No contact numbers to raise a complaint.

They take 4 days to respond by email.

I'm depending on the money to get basics for the month and would never have used you to sell knowing how bad this is. Testing and payment is supposed to be within 7 days of receipt of the item, they responded 3 days later when i chased saying they had higher volumes- so you didnt have the decency to let a customer know, a customer that's depending on the money to get to work and back.

Never using again to buy or sell from.

Despicable bunch of ignorant idiots.

I was attempting to buy a second hand apple charger. It was listed as in stock and upon my arrival (after an hours special journey) it was still listed as being in stock. The staff searched for it and could not find it, then a senior member of staff informed me that it had probably been used to charge up a Mac used by their company. I'm fuming, what is the point in having a stock listing system if it is not accurate, I've wasted my time driving there and back for essentially no reason. I want some sort of compensation for my wasted time and wasted fuel. Absolutely disgraceful for such a large company.