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CeX / WeBuy.com
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CeX / WeBuy.com
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1.1 180 Reviews

CeX / WeBuy.com Complaints Summary

4 Resolved
176 Unresolved
Our verdict: If considering services from CeX / WeBuy.com with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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CeX / WeBuy.com reviews & complaints 180

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Newest CeX / WeBuy.com reviews & complaints

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7:25 am EDT

CeX / WeBuy.com service

Hey I went in to the skegness shore on Halloween to go buy a ps4 Xbox one a laptop and a new phone to be ignored by several off the staff there we are regual customs a we spend a lot off money in the skegness shore all the time this has made me go some where else for my custom now it put me off goin in to that store now I am not happy at all and my kids are up set they have not got there stuff I will not be goin back

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11:34 am EDT

CeX / WeBuy.com airpods

I bought AirPods off the online site, on arrival I saw that the case was damaged, along with the inside being filthy, and the AirPods themselves having incredibly poor sound. Clearly and old damaged pair that was never properly tested. I expected some level of quality deficit to a brand new pair, but not to this extreme extent. I am very disappointed that proper testing of products is not carried out, and clearly faulty products are sold to customers.

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1:20 pm EDT

CeX / WeBuy.com bought a damaged game

I purchased call of duty black ops 2 from a coventry store and when I went to play it I found out the disk was broke and keeps freezing, there is visible damage to the disk. I live in nuneaton so I can't get back to Coventry to return it, can I take it to my local store and will they swap it for an undamaged disk? I have the receipt as only purchased today.

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12:24 pm EDT

CeX / WeBuy.com unethical behaviour

I took 2 consoles and all connectors and controllers to cex to see about selling them i went shopping while they tested my items and on my return was told they could not buy them, they gave all connectors and controllers back in a couple of plastic bags, on arriving home i found that they did not return my 2 scart adapters that i took in with my items, im not happy as they cost me money yet this store just kept them, its a disgrace and feel like they have stolen from me, what a rip off

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6:12 am EDT

CeX / WeBuy.com iphone 8 plus

I bought an iPhone 8 plus from your store in Stockport after being told that it was in perfect condition unfortunately this turned out to be untrue as the speaker in the phone was faulty after taking it to Apple to be tested I then returned to the shop and it took a further nine days To eventually replace the phone as the First try was with a phone that looked like the screen was smashed had the store tested the first phone in the first place this problem wouldn't of happened and it was the store manager that said it was perfect to start with however it was the store manager that eventually rectified the problem and replace the phone with a perfect working one it doesn't help the fact that this shouldn't of happen and shouldn't of taken so long to sort it has left me with a poor feeling for your company and your customer support my number is +[protected]

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3:57 pm EDT
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CeX / WeBuy.com dvds and xbox 360 controller

I have been to this store 3 x and 3 x I have had multiple problems ... controllers not working guitar not working games not being able to be read and dvds are scratched and play up or don't play atal ...now I've sold to you're company and I know that everything should be tested and if dvds are scratched you won't buy them but this store seems happy to sell goods that are damaged not working and scratched over last few weeks I have spent over £200 with games dvds and Xbox 360 controllers and guitars I'm new in the area but still I feel this is beyond a joke

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10:54 am EDT
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CeX / WeBuy.com dvd

I placed an order for a dvd FAIR GAME with William Baldwin a couple of weeks ago and have not yet received. This is the third time now I've not received an item. Please can you check up on it please. I love shopping with CEX but this on line shopping isn't any good. If you dont receive the item you've ordered that's money wasted for a dvd at £1.50 delivery. It needs sorting out asap.

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2:10 pm EDT
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CeX / WeBuy.com samsung monitor

My autistic son bought a monitor today from Erdington thinking it was a tv the lead wasn't packed in the box so i took it back straight after asked for it to shown working or to get a refund the woman plugged it in and there is damage to the screen which was not done by us as it was packed and we couldn't try it without a lead theu said to email you so I'm hoping you can help please

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9:28 am EDT
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CeX / WeBuy.com xbox one game

When I went into cex today to Sell my games, the man behind the counter had his hands all over the discs which is triggering in itself.
I then continued with the trade and bought borderlands 3, the disc had scratches and fingerprints all over the it! How can cex sell second hand goods like this at a brand new price!.
This is t the first time this has happened either

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12:54 pm EDT
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CeX / WeBuy.com ps3

Hi I purchased a ps3 from your Bradford store on 24.07.19 I went to trade in the ps3 at your Leeds white rose store but they failed it saying there was a crack on the side they were very unhelpful and basically blamed me .i bought it as discounted. it is not the first time I have problems with the staff in store mainly in the Bradford branch I would like this sorted out please regards David jepp

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El Chupacabra
, US
Feb 25, 2020 7:02 pm EST

Also https://uk.support.webuy.com/support/solutions/articles/17000054100-how-are-your-items-graded-

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El Chupacabra
, US
Feb 25, 2020 6:59 pm EST

Games consoles:
"Discounted - Poor condition but must be fully working. Chips, dents and scratches are acceptable providing function is not impeded. ***Cracks or missing/broken casing is not acceptable"
There you go, from their own website: https://cexltd.freshdesk.com/support/solutions/articles/17000054100-how-are-your-items-graded-

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El Chupacabra
, US
Feb 25, 2020 6:58 pm EST

Their description on the website for 'Discounted' -Grade doesn't mention "cracked" and if they can't prove they mentioned it was cracked, then within 6 months (which it is more than, this is for others' benefit of education) the item is presumed to have been sold in the state it is returned in and they'd have to prove otherwise (and if you catch them admitting that cracked items are sold discounted, it helps prove that it is far more likely they sold you something based on a lie of omission). Actually, you tried to return it (or sell it back) to them within THREE months, which could help prove your claim in a court. Mention this to them. Learn your rights.
If you never realised it was cracked, and didn't cause the crack yourself the PS3 was arguably not as described. You have up to 6 years to claim under general contract law, specifics under Consumer Rights Act 2015, and easy to win, these clowns just profit from people not knowing their basic consumer rights.

Tell them you'll take them to court for the item cost, plus lost income for every minute of your time from inital purchase to testing, to returning it more than once, to preparation of legal information and advice, to writing this complaint, and court fees, (small and the loser pays) to travel and off-work lost earnings to travel to the Small Claims Court. No need for a lawyer as long as you're careful to check specifics.
Ask them to roughly calculate what that will be (£lots) and see if it's more profitable to just refund you as per warranty - after 6 months, to the current cost. But you could claim for the full initial cost, less use, but plus travel costs and court costs to deal with the issue. Courts don't tend to be kind to businesses who could have sorted it out before it got to court, fairly clear-cut, but don't manage to, thus waste their time. Especially ones with the reputation of Cex.

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11:48 am EDT
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CeX / WeBuy.com graphics card, customer service.

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

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El Chupacabra
, US
Feb 25, 2020 7:10 pm EST

I thought Cex policy was within TWO days max, if you don't like something, you can return it (fully-working) for a credit note. Otherwise it's 30 day Consumer Rights Act 2015 statutory right to return it IF it is faulty for a full cash refund. After that, further rights apply, OR you can choose their warranty route...
Giving a 'credit-note-only' refund after FIVE days is a bit weird.
Maybe your "experienced computer fitter", was not so experienced. Graphics cards must be compatible with the correct PCI-E revision which varies by model and by Nvidia or AMD (ATI) design. Ones that are that expensive are likely the most modern standard (I forget, get your bloke to look it up).
ALSO, the existing PSU - power supply, MUST have a compatible cable to plug into the graphics card, AND that power supply MUST be powerful enough and in good enough condition to feed the card enough amperage (electrical power) and stable at the heaviest processing loads.
This can be tricky to diagnose for amateurs who aren't familiar with all the variables, so ask your "fitter" if he knows WHY the card didn't power-up. Also one must check the socket on the motherboard and make sure the monitor is connected properly, plus the PC's BIOS or EFI is set-up correctly as applicable. But power should get to the card, visibly and audibly in any case unless there's a severe fault.

ComplaintsBoard
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8:19 am EDT

CeX / WeBuy.com service

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.

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1:11 am EDT

CeX / WeBuy.com receipt

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.

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El Chupacabra
, US
Feb 25, 2020 7:38 pm EST

Scan the receipt next time, or even enhance it visually with software and reproduce the code if possible.

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El Chupacabra
, US
Feb 25, 2020 7:12 pm EST

Dude it's TEN YEARS. It's not a CON, more like hard to predict. However, you could scan the receipt and if as it should it has a unique code on it, then that's not useable more than once even if one duplicates the paper receipt, so should be acceptable as proof of transaction. Make this point to them directly.

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M
7:58 am EDT

CeX / WeBuy.com customer service

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.

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12:45 pm EDT

CeX / WeBuy.com attempted to sell my xbox one in store

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

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7:26 am EDT

CeX / WeBuy.com return

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.

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El Chupacabra
, US
Feb 25, 2020 7:23 pm EST

That serial number is an IMEI, so why not involve the police as fraud is effectively taking place - someone has mistakenly scanned the wrong IMEI in from the wrong stand that this phone was sitting on, most likely. That's not your problem. Proving it is hard. Ask them what the 'Bulk' part means, as I'm not familiar. Check the IMEI in the phone menus or by dialling *#06#
If it matches, they're messing you about, if it doesn't match, then further investigation needed. Ask them if the phone's own actual IMEI appears on their system at all, and if it does, why would it unless they bought it in - the details pertain to another unit in stock - and accidentally put that one on the receipt (i.e. they got swapped in the shop between two identical phones - seen it happen with muppet staff and/or subtle non-phone product differences, or not even so subtle!). Otherwise suggest you will contact the police for fraud purposes who have the power to digitally investigate the Cex database to see if that IMEI exists, AND/OR if a record of the search for it in the stolen phones register was recorded as coming from Cex, which will prove it was bought-in by Cex at some point or handled by them. If then there's another phone floating round with the wrong barcode on the stand it's on, that might affect another customer.
But the Bulk discount thing is weird... Cex need to explain, in case of fraud.

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4:19 am EDT
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CeX / WeBuy.com blu ray walking dead 1 - 7 box set

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

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12:27 pm EDT

CeX / WeBuy.com iphone 6

16th september this year (2weeks ago)
I bought Iphone 6
After that I bought silicon cover as usual for new phones.

2 weeks of using during charging just stop working !

Stop charging, no reaction ...
I went to the shop to use my 30days guaranty and what I heard ?!
Because of mini little scrach wchih You will never recognise (even me) they do not gonna repair my phone.
I can say I bought phone in same condition as I bring back with me after 2 weeks...

No helpfull at all.
I asked to speak with a manager and ? No
I asked to help ? Fix it by yourself, we not gonna do that.

When I asked why someone sell to You this phone ?
Maybe that was a reason"phone doesnt want to charge " no answer no nothing ...

For what is 12month guarantyy for whst is 30 days extra cover ?

MY LAST EVER SHOPPING IN CEX !

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11:15 am EDT
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CeX / WeBuy.com iphone

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

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8:53 am EDT
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CeX / WeBuy.com cex - iphone

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

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