CeX / WeBuy.com
reviews and complaints

I signed up for drop & go on their website to sell my headphones by dropping it off at one of their stores the next day. CeX / WeBuy.com terms and conditions state that payment will be in my account after 1 working day, 2 days maximum after the order’s been processed. This is not the case! I submitted support forms on their website twice already… Customer service is just back and forth emails with no explanation or payment due date, the latest telling me to be patient and ‘cooperative’, all the while still no transfer has been made while they are in possession of my goods & no explanation why.

I purchase a pair of headphones from the online store.

They arrive on 24th August from the Dudley store with a ‘Find my’ lock on meaning the previous owner with email d****@gmail.com can see my location. 

I return these to the Arndale store and I am advised to contact customer service and notify them of my planned second purchase of headphones, to ensure the problem doesn’t arise again.

I receive confirmation from the customer service escalation team that they have been checked and are not locked. 

They arrive on 1st September find my locked to a S****@hotmail.com account. 

I go to return these to the Arndale store and upon testing and confirming they are locked, they call the Swansea store who confirm it is an employees account by the name of Shaun. 

They remove the lock and retest the headphones. 

I plan to take them as I just want my headphones, before I leave I pair them to device, they are then locked to U***@we****.com the Arndale stores account. 

I spend a further 30mins showing them how to remove this and confirm it is removed and leave with the headphones. 

The fact that three times someone’s location and privacy has been put in jeopardy, GDPR breached… I will not be Patient over an issue that could negatively impact another consumer that is not as tech savvy and conscious of this as I am.

Upon complaining directly to CEX they have told me it can be removed by restarting the headphones (It cant) and that the account must of just gone on there... They also offered me a £20 voucher

if feels like they have assumed as a women i don't know what Im talking about but i worked at Apple for 7 years so Im well aware.

I bort a camera from cex over 8 months ago £500 + it's been in a leather protection case sins I bort it from cex never been dropped or miss used I taken it to cex to day to trade it in. For store credit and have been refunded as the staff member is saying there is a crack in the camera case now I can not see any crack or any damages to the camera at all so that have admitted selling me a folty product it has 2 years worrenty so I asked for a refund which thay have refused so the worrenty is werthless I have not dropped the camera at any time and it's been in a case which I never comes out of

Dear Sir on Madam. I am contacting you with regards to my son's purchase from one of your stores in Carmarthenshire In particular.

 

The phone that he bought was a Google pixel Pro 6. Within his 30 days, the phone developed, a problem with the microphone, We had the receipt. We took it back to the store where the person that dealt with me, then spoke to the manager, the manager then came and spoke to me and said something about a warranty and a warranty card.

 

I explained to her that we were still within our 30-day period and my son would either like a replacement or his money back . She then asked me, would I stop shouting at no time, did I shout or any other thing? I simply said to her, I am not shouting my love, But I don't know why you were going on about a warranty because he was still within his legal 30-day period.

 

The law is very clear with regards to the 30-day period.

 

To say I was upset, would be an understatement. My son has learning problems. I visited the store with him on the first occasion and the second to discuss this problem with the phone, I was treated in a manner that I did not expect from a manager from one of your stores.

 

She said that the person that served us was their star salesperson. Then after she checked the surveillance footage, She said, oh, there was a mistake made and that she would reimburse my son only, if I brought back the charger, that was as I stated in store, was the wrong charger for the phone in the first place I did make a mistake and say that did he did not have one but as I stated and can supply proof it was my own purchase of the same phone from your Swansea store that said there was no charger and admit to that mistake in store.

 

As the charger he was given was an Huawei so we had to travel all the way home as this store is not local to us its some 30mile or so a round trip of 60miles and Again tomorrow which will then be a120 miles yes right we have to pay for that fuel thanks very much to say that I won't be visiting your store again. Would be an understatement me and my son purchased the same phone from two of your stores. His from Carmarthen, mine from the Swansea store between us. We spend a thousand pound. I will not visited your stores ever again.

 

After this experience, I was treated dreadfully.

 

By a manager that should have known her job and she should also know that the law is clear very clear on the 30 day period with regards to purchases from your store. Whether you be a second-hand store or not,

Order number [protected]

This was ordered on Wednesday in good faith and advertised as in stock but after receiving an email from yourselves today advising that the item was not in stock (fraud) and my money would be returned to my account within 10 working days is completely unacceptable! I want my money returning with the same speed that it was taken ie. Within 24 hours

Totally disappointed with cex full immediate that purports to be an honest site but it seems like it’s just another that promises much but delivers little

I bought a Pixel 6 a rating unlocked and have had repeated issues with poor signal failing to connect to Wi-Fi. Turning the Wi-Fi off by itself, unable to find the Wi-Fi network even though my husband who has the same phone is connected and has no issues connecting to the Wi-Fi has better signal than me even though we're on the same network provider. I tried to return it to the store undo warranty as it's been less than 6 months. They have said that because they cannot find any issue or I could do was sell it back it to the store as a b rating unlocked because whilst being stored in a case there are some incredibly minor scuffs on the side of the phone where it's been in the case. So this means I would get less than £200 for a phone that I paid £500 for. That has not function correctly since I bought it. This is unacceptable and in breach of the good faith of your warranty as stated upon the receipt, I would like to get a full refund as per the warranty.

I have just been into your North Shields store to return a PS4 VR headset and I am told I can only return the product to a voucher or sell back at £94 less than what I paid. I paid £164 and told I can sell back for £70? Are yous for real? Just out of curiosity I would love to know where on your receipt it tells me this as I'm struggling to find it and I would love to know how yous get around consumer rights? I am also now going to contact citizens advice and see where I go from here.

I was travelling from the Republic of Ireland to Enniskillen and decided to trade in a boxed item.I have typically done this as sometimes it suits to shop in enniskillen.There was a new gentleman working there, and he was very unfriendly and tired looking, not very communicative.I handed in the item and he immediately said they would take it but “the box had stickers on it “ so it would be marked unboxed… I said ok sure no problem, I’ll take the box then and showed him that the strictest could be removed with no change to the aesthetic, but so didn’t bother arguing as it was not in as new box condition, being a 20 year old box. He seemed a bit grumpy after this but said he’d just take 20 minutes or half an hour to test it.Came back, stood in front of him for a few minutes at the desk and then asked how the testing went.He remarked oh I thought you were being served (not at all- thought he was joking but he was just being rude).He said “it was going to fail but he pushed it through”…. I was shocked and asked what was wrong… He said the little red light on the controller was dim and not on at all times.Otherwise it was fine so he was “doing me a favour” marking it discounted… so we go from a boxed item… to unboxed … to discounted . I was not impressed and told him I’d take it back that it was 20 years old and the led dimming was very common… But I think he was just rude because I’m from the Republic of Ireland, as he made it awkward and made quips about my name not being accurate, checked my Id a few times too and made me make another Northern cex account even though there is one on the system.He lord that he had a perfect boxed ps2 slim to show , then came back saying he must have been wrong but couldn’t find it.He went to get my ps2 slim, and dropped it carelessly on the desk like a bag of coins, I found that extremely rude and disrespectful and told him so, he then raised his voice and got very snooty about being in his position four months- and that he was not going to drop his standards.I told him he was rude, unfriendly and stated clearly he was just there four months as I had been a casual shopper in Cex enniskillen for many years up until now . I don’t believe I can recommend cex enniskillen and it is extremely disappointing to be treated rudely and in such a manner while shopping in my locality.People tend to be abusive under the “I was doing you a favour” line.I don’t want a favour I want friendly staff providing a nice pleasant service… with no aggressive outbursts.I truly fealt he behaved this way as I was not from NI , and never have fealt this way before shopping in cex enniskillen today.The last manager should be replaced with someone of equal virtue … this man is rude and very loud.

My 9 year old son brought a ps4 game from cex with a voucher he received for his birthday, Which he was eager to play when returning home, we tried this game a number of times without success, it would not play (this is the 3rd game we have brought from here which has been faulty).

So we immediately returned it to store this was within the hour. I saw the same lady that served us kirsty the manager. She refused to do anything without the receipt even though we both knew that she recognised me having only just served me.

Under the consumers act we all know that we do not have to provide a receipt if an item is faulty. However she refused to do anything without seeing proof. Resulting in me having to drive back home to get the receipt and back to store.

I have taken my previous faulty games back to the same store and got served by a lovely man that cleaned or replaced the game with no receipt, as you can clearly see that it has been purchased from a cex store

The manager however was insistent on wasting my time, my sons time and in my view should not be working anywhere near customers or children. Disgusting customer service from Kirsty.

i bought a x box and the controller it did not work . brought it back 2 be told the battery is dead i explained it works but it wants to move in its own way . . . so the batterys are working . . . wot crap with the attiude of a i know it all was the response . . . today aug 13 i bought a spare controller put brand new batterys in and it did not even light up . . . will be in this monday please tell me who 2 speak 2 ps i will bring brand new batterys in its unopened packet please give me a time and a name . . . bet u a dollar i get no response

This person isn't letting me sell products to webuy/cex lucknow he is biased on personal grudge i went total 30km from & back my home he refused my astrum hs310 a condition headphone said i dont like color. I sent photo on whatsapp he didn't respond me he try to sell me phone in broken screen refused my mi band 3 c condition please remove him asap.

The issue is more aimed at staff incompetence and lack of abilty to do anything about it, in two different stores.

June 23rd 22 - online purchase for click and collect (Ref [protected]) Samsung Galaxy Buds 2 (SM-R177) White, A (Card payment) £72

Fault developed in right earbud within 2/3 days and returned on the 27th June 22 (Grade A product - should have been tested thoroughly) returned the item to the Bolton store, which is near my place of work. Advised it would be subject to a 10-15 minute test. I returned after 20 minutes, advised it was indeed faulty and replacement or refund available. I opted for a replacement as i liked the headphones, in a different colour as they didn't have same colour. Took them a further 20 minutes to find the headphones, processed the exchange and was emailed a receipt (or so I was told)

Fast forward to 18th July, fault developed again in the same side headphone as the first set (No sound in right headphone) Returned to the Bury branch as i had a day off. Same procedure, 10-15 minute testing time. Fault confirmed and advised a replacement could be offered, i declined this as i think 2 x sets of the same style headphones with the same fault is more than enough to look elsewhere and requested a refund, to which i was told it would be via a voucher, when i asked why this was when the original payment method was car payment the staff member advised it was because the Bolton staff member gave me a voucher instead of processing the refund or straight forward replacement. I was extremely annoyed about this as i wanted a refund but advised ti would be a voucher. Having not used CeX for many years and unlikely to EVER do so again i asked to speak to the manager - who wasn't available. Basically i was forced to have to use the voucher to purchase another set rather than being able to look into purchasing elsewhere and in turn purchased a different brand of headphones (more expensive as no other sets in that i wanted) Which i'm not expecting to last any longer than the first two sets. My issue is, and what i tried to get across to the staff was that, SHOULD this set develop a fault, i'm caught in a never ending cycle of having to return faulty items and being forced in to purchasing something from them every time.

I was furious and decided to look into complaining on the website when i noticed that they don't even have any complaints section, just a generic contact us web form. I'm hoping that you may be able to help and assit.

Thank you

Adam Hakin

I would to make statement about your members of staff has been saying horrible names behind my back throwing insults about me behind and calling me end i quote "asperger's Andy " which is insult of my condition of ADHD and Autism spectrum disorder and asperger's and it was in Melton mowbray Cex game shop and i would like this matter to be dealt with

I am getting in touch as I have recently brought two perfectly working machines into the Southampton Marlands CEX Store only for them to both be classed as 'Faulty' upon testing these myself there was nothing wrong with them and I believe the person who tested them is incompetent with computers and should not be working in the testing

The items in question were;

Surface RT 32GB

Dell Optiplex 780 USFF

These were placed under order SG2787466 and tested by 'Paul D' on 11/06/2022 both at 11:19:32

He Mentioned that the Surface was not activated, however this comes factory activated with the Windows 8.1 License key it came with so im unsure on how he ended up deactivating this, upon restoring windows activated instantly.

The Dell 780 USFF apparently beeped on startup but upon testing when I got it home there was no beeping and it booted perfectly fine

I have attached some photos of the testing stickers and the surface showing activated windows after being properly restored.

I look forward to hearing back from you at your earliest convenience with a resolution for the issues I have highlighted above.

Two days ago I bought a laptop when I got home I found out that the charger was wrong and its got a password which I wasnt told of, and trying to contact someone about this is ridiculous, now im left with £160 worth of laptop which I cant use andevery day that goes by im losing money and I feel that ive been ripped off

I had my package arrive and then after I charged it the apple watch was locked out with a passcode it was never checked or wiped.

My order id was 288904.

I bought a cpu what I thought was a (i5 4690k) on 28th of April from your Oldham branch to now find out that the cpu in the box was a (i5 4670k) witch is a cheaper model with means iv ended up paying more money for a cheaper cpu

Wheb we sell our apple charger are we not meant to get the price dor the adapter and the cables seperately? Or is it that the lroce shown for apple charger adapter where in picture it only shows the adapter and doesnot show the cable is the price we get for both the adapter and charger. Because i can see that it is not listed as one item and it is listed as two different item the adapter and the cables. So, example when we go to buy the apple adapter do we get the cables included aswell or we have to but rhe cables seoerately? Cex needs ro be more clear on the description of the items as add more information in the description so that custoners are more clear. Because i went to sell my 61w adapter and they told me that when people buy they donot just come and buy the adaoter the buy cables too so its included and gave me 13 pound which i guess and think was the price of the adapter only and I shoukd have got money for the cables aswell.

I bought 2 PlayStation 1 games online for £25.90 in total on 18th Aprill 2022. I've been waiting for 15 days now and still havent heard nothing or received them. When I try to track them it says on Royal Mail that they are still waiting to recieve them. I've tried emailing CEX but still haven't heard nothing from them. My order number is [protected].

Brought kindle on13/4 /22 which wasn’t changed so when got goods home but on charge Then try to load books but had no instructions so could get to work

I then asked my son-in-law to try as he has kindle but he couldn’t get it to work as only half screen. And advised e to all back and ask shop to help

Ent into shop and he asked me to come back in 30mins which l did and then the manager served me and said l had drop the kindle and so would be alou

Aloud to refund tried to tell her it had only been out bag to be charged

So she said o send complaint and hope l could get refund or a kindle that works

Please help mrs parish