CeX / WeBuy.com
reviews and complaints

Went into the store today to sell my mobile phone which was in mint condition, however because of finger prints on the screen the price went down to a catergory B status (too much hard work to give it wipe!) I agreed to this as needed the money. I was then told it would take about 30mins to be tested. After this I was told it had failed as the screen pixel colour was black (this is the usual colour once factory reset). Anyway, got a 2nd & 3rd opinion from 2 different phone shops who agreed there was nothing wrong with it at all & that Cex could have potentially damaged the phone! Will NEVER be using them ever again! The customer assistant was extremely rude to me & I didn't even get so much as an apology! Wankers! Steer clear!

Order Nr: VQ137421, Staff: Toby S,
Product: Samsung Galaxy J5 J5 10 16GB, unlocked B
Price: 125 pounds
Serial Nr [protected]
Date: 13.07.2019
The phone that we bought was faulty, we returned it for tests to the store, it needed to be refunded as it couldn't be repaired, the supervisor Toby didn't want to refund the phone as the IME numbers were different and he said we have to go online, when I asked to speak to the owner of the shop, he said that was not possible, I offered to leave my details, he said that the owner probably would not respond, they have another telephone of ours which is also faulty, bought in the last 2 weeks, that's 2 phones within 1 month. Clearly they don't test their telephones thoroughly, please advice

First I was sold a phone from Exeter cex that was blocked then a phone where the speaker is very low and the microphone and the text and images are small and just look blurry to me and now they say if I buy one online they will rush the delivery though so not only have I already paid £300 out for a phone that I can't use but now they want me to pay about another £300 online for a chance that the phone will work properly. Regards Carl Degowan

Hi
I had bought a ps4 today and saw that it was extremely dirty i am shocked you sell products like that. This is a very serious health concern as you are giving around bacteria i paid £150 for a ps4 which i had to clean myself if i went to a local phone shop they would give me a clean product... very disappointing to see that this is happening i thought better of CEX But it seems like you dont care that your selling utterly dirty products its very unfortunate that i cleaned it that i couldnt provide photographic proof

Pop into store and asked for a price on my iPhone 7 128gb unlocked and after checking things over I was told £152 cash or £215 store credit for a grade B if it passes the tests.
I booked it on for a test and went to put more money in the car park machine and grabbed a coffee while I waited. On my return I was told it's all passed and here's £125 to go on your card! Was told tester had the last say so that's that...phone is perfect via a few tiny marks and very light scuffing on back of phone which is caused by dust trapped between the case and phone. Very disappointing shop and would never use again or recommend to anyone. They take advantage of people that are desperate and I guess I was lucky as I'm not one of them. Beware

Was purchasing games and dvd's And the woman serving me was Rude and her behaviour was disgusting, she was shouting at her colleagues making sly remarks about one colleague in particular.Her attitude was disgusting and so unprofessional it made me uncomfortable to be a customer being served by her .After asking her college for her name I believe her name is Jasmine.

I took my imac to sell and after quite a rude shop assistant telling me how they dont buy computers keyboards and mouse separately even tho I had bought all these items separately from cex i was then told to wait the half hour so they could check it's working. Went back nearly 40mins later to be told we wont buy as its damaged. I absolutely guarantee there was no damage when I took it in, now there is visible damage to top left of screen. I'm outraged that they offer so little then charge obscene amounts for the same product. And apparently if they dont want to or haven't got space or whatever the reason, they just wreck your stuff. I've looked at reviews online and I'm not the first person to have this experience. Cex used to be a good shop till it went all corporate. I'll never use it again and will warn others too

To whom this may concern,
• I recently purchased a phone from your Hemel Hempstead store on the 13th July, this phone was an iPhone 5c in blue and was £70. I had lost my phone the previous night so I went straight to cex to purchase a new phone and found this one straight away. The lady that served up was very polite and patient as we asked questions about the phone. The phone looked in good condition so I took the phone home in my girlfriends bag and by the time I got home I took the phone out and the top right hand side of the screen had popped out so the following day i took the phone back down with the receipt and explained what happened only to be told by the supervisor who was visibly nervous and shaking making me feel very uncomfortable, that there's nothing he could do due to the phone being in working order when passed over the counter. He then went on to say we have checked the cameras and the phone wasn't popped out when it was purchased which is correct but not once did I say that it was. I have said the phone looked in good condition or I wouldn't have purchased it. This then made me feel embarrassed and belittled in front of customers as he was accusing me of saying the phone was already broken. There is nothing I could have done about the screen popping out whilst it was in my bag. 24 month warrenty and I didn't even have the phone for 24 hours and spent 70 pound that I did not have because I needed a phone and I always use cex to trade my games and buy games so I thought it was reliable. I then had to go and buy a phone case to protect the screen so it didn't get more damage. I got told to email customer services and to leave the store without a replacement or refund. Over the past 2 days I have now realised that the phone gets to around 40% and the battery dies so a thorough check hasn't been done on the phone before taking my money. This is not acceptable these faults are none of my own and I now have a phone that the screen is dangerous and could come off at any time and a battery that dies with 40% left. Again none of this was said to me before my purchase or I would have chosen a different phone. I was. Willing to take a replacement on the day but after the shocking and disgusting way I've Neen treated as a loyal customer I want a full refund as the phone is not working to the standard I was promised as the buyer. Thank you for your time and I hope to hear back from you as soon as possible to resolve this issue.
Dalton colls

I placed an order for several DVDs from their website, paid for them and all was fine. Been waiting for delivery for about ten days, finally received an email stating that the money is being refunded to me with no explanation. Took me forever to get through to them on social media, they claimed that when they tried to deliver the package, there was nobody home. This is a lie, as I was practically waiting by the door during the week. Something needs to be done about them.

Dear Sir / Madam,

I am writing to you to raise an issue about: Shops

The issue that I have experienced was: As a father day gift my partner brought me an Xbox one console from the phone exchange store. The console was a white xbox one with one white controller. I was extremely happy about this as the previous one had been stolen from my property. Got it home plugged it all in and the controller it came with was stuck in the up position as if I was press up on the stick or d pad. I was upset but these things happen took it back the next day (today) and it was exchanged for a different controller at phone exchange cex great walked all the way back home plugged it in and it was even worse than the last one this time not being able to move it from the "up" position. Irritated now I decided to take the whole console (walking into the city centre again) with the controller so they could test it all. Got to the desk they said they will test it but it will be an hour. I went back in the hour they didn't test the console just the controller and I was told I was correct and the controller was indeed faulty. They replaced the controller with one which they reassured me this controller defiantly worked. As I'm being handed the console back the staff member dropped my console on tje hard floor with a nice loud bang to which my friend witnessed and a very nice staff member called jack or maybe Jake. Walked back home with the console and controller in hand got back the Xbox one now rattles from being dropped and the controller is not stuck in the up position, now the down arrow on the d pad doesn't respond at all. Doesn't work. And now I have to go back and I am late to pick my 2 year old from nursery up and extremely angry as I have covered a good few miles now because product test has quite clearly failed. The controller has now been replaced and I still have yet to see that it work's. This is by far the worst retail experience I have ever had with a shop and this has caused me so much stress from a nice father's day gift I cannot even explain.

It occurred on: 14/06/2019

This meant that I'm tired exhausted and stressed out because this was supposed to be my gift to replace a stolen item on a celebratory day

I am really not sure what should be done about this issue because this is disgusting testing and customer services. Please I'm sure you have procedures for this.

I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply back via this email account.

Yours faithfully,

Christian Burdis

Store location Derby phone exchange + intu derby
2 Arbor Close
Woods Lane Derby
DE22 3UA

I went in to the cex in whiterose in Leeds, j bought a Samsung s7 and the charger port was broke so I took it back and they said there was nothing they could do, I went on my way and ended up coming back with the same problem. They swapped the phone and gave me the remaining balance on voucher( even thou I payed cash) I had to then come back in with the new phone they had gave me Samsung a5, the head phone port doesn't work, there was a crack on the back which was there when I bought it and he didn't say anything he said I'll put it through for testing, so I waited 10 minutes and they said there was a fault which they put on a sticker on the box of the phone which clearly states that it's faulty but then he said he can't refund me with the crack on the phone so I kindly advised that it was already there, the 'manager' then aimed at me like I was a liar and was not professional at all it ended up in a aguement really. I said to him I've worked for my money and wasn't expecting to buy a broken phone... I wouldn't of minded of I hadn't been in 3 times before with the same issue. He threatened me with sercuity and said that there were no way of me getting in touch with head office or complaining cos apparently cex don't have one! I then said okay then can I sell the phone back to you and he said yes! I said so you won't refund me cos of the crack but you would be happy enough to buy it back and sell it to someone else (A kid) that's not fair... there robbing and scamming people of there money because they can't be bothered checking if the phones are good to go... the manager was rude and Impolite and he's customer services skills are beyond me. Never again will I ever buy from cex and I will make sure that a lot of other people will not buy from that cex... it was embarrassed and just plain taking the mix out of people

I have used CeX in Kettering for years and the service as been excellent, I was in wellingborough shopping centre today and noticed your store there so I popped in, after looking around I decided to purchase a mobile vecause id smashed tge screen on my current phone i saw a Samsung A3 mobile which you had for sale it stated that the mobile was locked to 02 network so I asked one of the assistance if my sky SIM would work because sky use the 02 network I was informed that it would so I purchased the phone, and then went straight to the mobile case shop and purchase a screen protector.
having got home I proceeded to transfer all my data over having done this I tried to use the phone and it said I wasn't logged on to the net work. I call sky and they told me I need to call 02 and see if they could sort it 02 told me to call Samsung, samsung told me to call sky I was going around in circles so I went into an 02 shop in the same centre as your store they informed me that the phone was locked to them and only an 02 SIM work in this phone.
I then took the phone back to store only to be told that they would have to preform some sort of test before they could do anything, I informed them of my rights and raised my voice a bit and they keep me waiting for about twenty minutes before I got my refund, they said there nothing they can do about the protector I purchased so I've lost £5 but you have lost a good customer I will never use your stores again your staff are rude and very unprofessional.

Hi there,

I bought a HTC ONE yesterday in your Bray store. I expressed my desire to buy the phone as I would be using it for its camera, upon which, the store clerk suggested the above model. Once I charged the phone, it became apparent that the camera didn't focus at all. I raised this issue with a different store clerk when I returned less than 2 hours later, on which she offered me store credit.
As per the sale of goods act and supply of services act, I wish to exercise my right to a full refund of €105 as the product bought is defective and not fit for purpose. A voucher will not suffice.

Just to add that I have bought many a phone from this store and have never had any issues. Please get back in touch asap as that money needs to go towards a camera phone that does work and this is now delaying business.

kind Regards,

Laoise Nolan.

I live in Norwich so I used the store on St Stephens Street. I took my old LG G4c phone in to see if they would accept it as I now have a new phone. They came back and offered me 1p! All because they showed me a hairline crack that does nothing on the removal back case what you remove to insert the sim card/battery. Now I do not recall this being here so how do I know that the staff member did this? After all I only asked if they would take it and the guy handed my phone over to someone behind this walled of window and it took about 7 - 8 minutes before I got my phone back.

Why 8 minutes? Did she break my back and just say blame the customer? I would like to put in a complaint and possibly a claim of damage to my phone...

Yesterday I bought an iphone 6s from the cardiff cex store. During purchase the staff member who was serving me reassured me that I could bring the phone back if I wasn't happy with it. He did not explain the company policy that returns can only be store credit and not money back. I am not happy with this phone as it is slow and the button is faulty, and the staff were rude and refused to give me my money back. I would not have bought from the store if I was aware of the company policy.
I will take this further and I am determined to get my money back as this has been a very unfair situation.
Store: cardiff, st. Davids,
Date/time: monday 6th may at approx. 11.30am/12pm

Dear/madam,
Am writing on behalf of my daughter named Oyindamola Sandra Obembe who has worked with CEX the lewisham branch which she worked 55 hours and she didnt get paid for her work only got a payslip yesterday with zero credit, spoke to the 2 managers at the shop just got response back that one resigned yesterday and the other one said he doesn't work that the lewisham branch again, i would want this matter sorted out amicably before i take it up with the court of law.

I bought an gpu since 16th April 2019 and still not received it yet, but I have contacted cex but not responding at all and they just steal my money and waste my time. Order number is 6069370, and tracking number is MH609110441GB. So how do I get money back or why they not reply at all, also they trying to block me by scam, what kind company is it?

I had a horrendous experience in your Leon store. On Saturday 6th April 2019, I was served by your colleague, Eva S, who on first impressions was very helpful and friendly. I had asked could my Acer laptop and kindle fire be recycled or bought from me. She said yes. She checked both items by switching them on. For the acer laptop, she had to complete initial set up as I had initially wiped it prior to going to the store. Both items where in full working order before I handed them over to Eva. She said she would need to test the battery of the laptop. She said that if the battery was ok, they can buy it from me. She was able to get a price for the kindle, but said I would have to wait for the price of the laptop and she said she would call me.
20 mins after leaving the shop at 16:49, Eva called me to say that they would pay me 96.00eur for the laptop, provided the battery was ok after testing and she asked was that ok, and I said yes. She said she would have to have both items tested and it would take 1 hour. Eva initially said to me in the store that it was for the battery only. I thought she said to call back after one hour. I called back later that day and she said that it wasn't ready and that I would be contacted by telephone as to when I can call back to collect either the money or laptop. She said probably Monday.

Monday came (8th April) - no call. No call on Tuesday (9th April) either. On Wednesday 10th April, I called in to the store, and a guy who was fat with brownish hair and beard, said that it would be ready the following day at 8pm. I went back the next day at 8pm (11th April) and he told me that it would be ready the following day at 5pm (12th April) as he was unable to test anything with being busy (considering that the test was just for the battery and allegedly only took 1 hour, I didn't think it would take all week!). I said in my poor Spanish, that I wasn't happy and reluctantly said I would call back tomorrow. I asked would this definitely be sorted then and he said 'yes, definitely'.
To be honest I found his attitude quite lazy and inconsiderate. I monitored him in the shop at the times when I was in and he just doesn't seem to care about customer service at all and appears to leave his work colleagues to pick up the slack for his lack of keeping on top of tests on electronics which, allegedly take 1 hour.

Anyway, when I went to the store at 5pm on 12th April, Eva served me and she said the laptop was not working. I asked 'How?' because when I left it in her care, it was working fine. She had reset it up to do initial checks and said the battery is the only thing that needed to be checked. She said it was a black screen with the mouse arrow. She showed me and I said to her 'You and I both know that, that was not how I left it with you' She couldn't answer me which I took as she was agreeing with me. The computer did come on and she said that when the charger is removed, the screen goes off. It appeared to me a new excuse. I told her it was BS. The laptop was in perfect working order when I left it with her and now they were making excuses not to buy it from me. It was still looking and working perfectly fine to me. I was standing there for at least 10 mins and the computer did not go off. Complete nonsense and a waste of my time. She advised that she was a Computer Engineeer but yet could not tell me what was wrong with it or give me an answer when I asked her what as wrong with it.

To make things worse, the fat man (who I believe is also the manager) did not come near me to try and rectify the situation - he left it to his colleague to sort out, who was clearly distressed at my anger at the situation and my willingness to raise a complaint with the company (which I am doing here and anywhere else I can find). She kept apologising, which tells me that she and her colleagues are guilty of breaking my laptop. Now I am left with an alleged broken laptop.

It also appears that I have been taken for a complete ride due to the fact I am a young female, English speaking, in a foreign country that I possibly couldn't stand up for myself or know anything about living in Spain or electronics. Wrong, I am an EU citizen, I worked in retail for many years and also the Government with computers and I know various Computer engineers- so I will get their opinion on my laptop, which apparently I broke. Difficult that since I wasn't near it for nearly a week! I may not know a lot of Spanish, but I know my consumer rights, which I believe are similar across the EU, which is irrelevant as CEX is in the UK and Ireland where I am from and I am sure their policies of treating customers and their property with care is the same, if not, very similar. I also know when someone is trying to make a fool out of me. The way I was treated was diabolical and makes me sick. I would appreciate an answer to my complaint asap.
I am unable to attach a receipt of them returning the laptop to me because they conveniently kept it. I'm not bothered about the money (even if they had taken it of me to recycle I would've been happy but I was told that they would pay 96 EUR provided the battery was ok) it's the treatment I received and the accusation that I gave them a dodgy laptop when the advisor knew I hadn't. Clearly they had messed me around all week because, it appears to me, that they were reluctant to tell me that they had actually broken my laptop which I had passed to them in good faith - no translation of receipts were given to me, all was in Spanish. Ideally I would like an apology and compensation for my laptop. Language barrier and lost in translation isn't going to cut it as the advisor could speak perfect english and even said she had marked it on the documents related to my items so that her colleagues knew that my Spanish was limited. It was also her responsibility to inform me of anything I signed and what it meant and she didn't. Maybe Cex should revise their protocols to ensure that customers are fully aware of their policies.

I bought a second hand laptop from a CeX store in January 2019, the receipt said that there was a 24 month warranty on it. A few weeks later, around the 15 March, the screen turned green and all the videos and pictures on the laptop was tinged green. I took the laptop back to the store where I had purchased it on 17 March.
The next day, I received a phone call from the store informing me that the laptop could not be fixed under the warranty and asking me to pick it up. I returned to the store that day and asked them why the laptop could not be fixed, and was informed by a young gentleman that the reason was because I had not returned it in a condition it was sold to me. I said that the explanation was absurd as I would not have returned it if it was in the same condition it was sold to me. The gentleman told me that the green screen could have been caused by the laptop being banged or dropped. I said that I had nether banged nor dropped the laptop and the problem was due to a fault within the laptop. I said that I wished to complain and was referred to a website.
I contacted Resolver, who deal with complains made against CeX, on 19 March outlining my complaint. Someone from Resolver responded on the same day asking me for images of my laptop and screen as evidence of the condition of the laptop and the green screen, which I sent to him on the same day.
In the meantime, I looked at various websites on the internet about the issue of green screen. I followed instruction on one of the sites and on 21 March the green screen and green tinged disappeared - I had fixed it! However, as a matter of principle I decided to continue with my complaint and therefore did not inform Resolver that the laptop had been fixed.
Resolver contacted me saying that they had contacted the store who had informed them that on examining the laptop there were dents, which were not there when they sold the laptop to me. I responded to Resolver pointing out that there were no dents on the laptop as evidenced by the images I had sent. I asked Resolver whether they had asked the store for any evidence of the alleged dents.
As I was getting nowhere fast, I asked for my complaint to be escalated and a manager dealt with my complaint. However, this did not help matters as Resolver were still repeating what they were told by the store, i.e. that I had damaged the laptop.
After further exchanges of emails with Resolver, I told them today that they were just siding with the store and had not asked for any evidence to backup any claims. I added that I had no confidence in Resolver and did not believe that CeX had any intentions of honouring the warranty. I also told Resolver that the laptop had been fixed days after I raised the complaint, and as I was able to fix the laptop, with no prior knowledge of repairing laptops, the store could have easily done the same.
The motto of this story is that CeX's warranty is not worth the paper it is written on.

I purchased an iphone 6 from one of your stores about a year ago. A few weeks back the phone stopped charging properly (would not always charge when plugged in and would drop to 5% when unplugged) eventually the phone stopped turning on altogether. I know I had a two year warranty on my phone when I bought it so I decided to visit my local cex, which is now East Street, Elephant and Castle because I have moved since buying the phone, to address the problem.
When I arrived I was told that my phone would need to be left for at least 24 hours for a warranty check and I could pick it up the following day either repaired or refunded.
Upon returning the following day I was informed that the warranty was not valid and encouraged to take my business to a different phone repair store to get the battery replaced.
I was disgusted to find that the staff of the cex I had visited had chosed to return my phone to me with a large sticker across the screen, rendering the screen protector unusable and meaning I then had to purchase a new one.
I went to a non-cex phone repair store who replaced my battery and screen protector, but upon returning home and attempting to charge my phone overnight I realised that the battery was not the problem and it appears to be the charging port that is broken, as my phone still won't turn on. I also spoke on the phone to a staff member from the cex where I originally purchased the phone and was informed that the warranty is still valid and so I was misled and ended up spending money I did not need to spend for absolutely no gain to either party.
I am extremely disappointed with the outcome of this situation.