CeX / WeBuy.com
reviews and complaints

Dear Sir / Madam,

The issue that I have experienced was: I purchased a pre-owned PlayStation 4 yesterday around dinner time, served by Luke. As I set it up, the fans seemed to be working extremely hard (and VERY loud) - I assumed it had probably been off for a while, so maybe the noise would lower after a while. It didn't. The noise is overbearing. A constant loud whir, similar to a hair dryer. (Video attached).
I took it to the store this morning (a day after the purchase) and the staff took it to test it. The manager has stated that for him, it won't even turn on (therefore the product MUST be faulty) and that I'm to buy something else to update the console (a day after purchasing). When I have checked, the latest software is up to date (picture attached).
They have refused help, after selling me something that doesn't work and won't help me resolve it. The console is complete unfit for purpose, I've been left without any help. I wanted help with the fans, and for the manager to confirm that the console itself doesn't work when all I have done is set up a PSN profile on the machine, is ridiculous.
I'm aware now after some research that it's likely the fans need some attention, why have I been sold something that hasn't had any repairs done to it? It goes against the sales of goods act.

It occurred on: 17/02/2019

I would like a refund or replacement of a functioning PlayStation 4.

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,

Frances Rawson

Store location Sheffield, Crystal Peaks

I purchased a iPhone 6 serial no:-[protected] for £225.00 when I purchased this item the battery was flat so couldn't test it but on arrival back home in Nottingham i found that it wasn't working correctly the touch screen wasn't working, I have taken it to my local store in Sutton in Ashfield and they say the screen has two little cracks in it and they can't exchange it . The order number is ukwtcl017910 i purchased this item on 13/2/19 and was served by faros n

I'm writing to make a complaint about your dundee store.
Today I had one of the most disturbing events in your dundee store with my 12 year old son who is autistic.
I took him into cex on whitehall crescent to spend some money he had left from christmas, after sometime looking for a game he picked one which cost £30, after we left the store he realised that the game was not the game that he thought it was, this caused him great distress, I explained to him not to worry and that we would take it back the the store.
When we returned to the shop we were told that a refund would not be given and store credit was all that was available, this was no use as my son could not find another game that he wanted.
My son can not understand why he cannot get his £30 back and has been left heartbroken.
We purchased the game at 4.15pm and returned at 4.39pm.
24 minutes and my son is £30 down.
I would like for the £30 to be returned to my son so he can spend it as intended when he was given it as a gift at xmas time.
Thank you
Andy

Returned faulty item in-store (disc was damaged), then brought back a second item a few days later. Was warned about bringing too many things back. Complained to customer service, who assured me that everything was cleared up. Went into the store two days later and was told that I'm a trader and everything I sell or trade would now be discounted (only in that store). All because the store manager didn't like me complaining.

Before sending my items they were in perfect working condition and sent with layers of bubble wrap and cardboard to insure they would be produced through transit. However, now on the day of payment they have broken my iPad with several complaints that did not exist when in my care. I am disgusted that they would destroy my items so that I can't sell them of further by myself. Awful company, got no sympathy from the company as they claimed it was my fault. However, I have picture proof. Don't ever sell your items with them, it's not worth the hassle go private.

Good morning,

I bought an iphone 6s 64gb silver, unlocked b serial number : [protected] from you on 29th august this year. On 29th september I looked at the battery performance because it suddenly drained and it said "your battery's health is significantly degraded.".in particular recently, it has been very unreliable - suddenly draining whilst still at 30-50% and then, once plugged in, jumping again to ~30%.
I would like a replacement phone of the same time but with a reliable battery. Unfortunately I am travelling a lot over the next few months and will only be in the uk on 10th & 11th january. How can we arrange a seamless handover? If there is a store in london I could visit to do so, that would probably be the easiest option.

At the same time, I bought a usb cable. This stopped working in november. At first I thought it was my phone's battery but then I realised that it worked with the other cable I bought. I would like a replacement cable. I can bring the old one in as above.

Many thanks,
Joanna

Yesterday I brought an Xbox 360 wich came with an Xbox remote control from the cex store in peckham. This was suposed to be an present for my sister and certain buttons on the remote doesn't work making it impossible to use. This is very bad as when it was given to the store they have responsibility to check what they take in the stock in order to resell as it should be working like they tell you. This is very very unprofessional and I would like a full refund for the inconvenience and the use of false advertisement. Please get in contact with me in order to discuss this matter [protected]. Thanks

I haven't used you instore service in many years, I attempted to sell some games at your Edmonton London branch when I was told my account had been banned in 2015 due to the attempt to sell a stolen phone. This came as quite a shock and I am very certain this is not the case!

During this attempted transaction today 06/12/2018 at approximately 14:00 it was announced to the entire store whilst customers and other staff members were present that in 2015 I attempted to sell a stolen phone. This is a complete breech of my personal confidentiality and was extremely humiliating in front of other people. as this labelled me look like a thief and a criminal.

Had I known my account was banned or even been accountable for this deed I would have made an attempt to un-ban this previously.

This matter should have been handled differently instore with more privacy and perhaps a lower tone of voice.

Publicly humiliating someone is wrong!

My account Number is; [protected]

Regards
Jason Thorpe
[protected]@hotmail.co.uk

I purchased a phone online for 360 this was 2 weeks ago the phone didn't come unlocked and not the condition the stated I've been emailing cex since and I'm still waiting this isn't good enough the amount of time it's taking I just want this sorted asap also you can't speak to a real person as no telephone number which is shocking if this isn't resolved within 2 days I'm seeking legal advice and also informing trading standards

I purchased a HONOR 9 HANDSET form CEX. It was sold to me as A GRADE (AS NEW), although it had no box and I was given the wrong charger lead (no plug). The lead it came with was an LG one which did not fit.

I had to visit the store to get the correct charger for the phone, where I was given a universal (no name brand) lead...again with no plug.

Upon charging and setting up the phone, I noticed that videos did not record correctly. The audio and the visual did not sync, causing a dubbing effect similar to that you get on foreign subtitle movies. Basically the mouths etc. were not moving in time with the sound I could hear. Also the sound settings whilst on a call were not correct and the sound of the other person kept disappearing.

I returned it to CEX ELTHAM, for a full refund but was refused a refund stating I must accept a repair under warranty. I was obviously not happy about this, as I purchased something classed as new, and it is not my fault it was faulty, however I accepted and booked it in.

I handed it over for repair 04/11/2018, and wasw promised that it would be repaired within 5-7 days.

After not hearing anything back for 2 weeks, I visited the store and was told it had not been done, they did not know where it was and I must just wait until I get a call...I expressed that this is not acceptable as I have no phone, had been borrowing a spare from a friend to receive the call and have now waited over 3 weeks!

I was given my reference number and told to make a complaint, hence why I am now making this FORMAL COMPLAINT.

I would like an update on where my handset is located, why it has taken so long and yet to be repaired and an explanation as to why it is taking so long, no refund was offered.

It is now 28/11/2018 and I still have had no resolution. This is unacceptable, especially when I paid RRP PRICE for the phone.

On Sunday I purchased 61 pounds of games from cex bedford receipt code 49a25ad3. One of the games was God of war 3. I bought this thinking it ws the latest version. When I got home I realised that it was not the latest one. So today (wednesday) I took it back to exchange it and pay the difference for the new version. While I was there I also picked up another game. When I got to the till and explained to the girl my mistake, I was told that they would only give me 8 pounds store credit back. When I asked to see the manager and told him I had only had it three days and had not even played it he said their was nothing he could do. Then I was asked by the girl if I still wanted the other two games, I said no. I asked for my receipt back. The girl threw it on the counter. I couldn't believe how rude your staff are.

A week and half ago I had my retro gaming collection that I have been collection for 10years my son stole it and had taken it to the cex in the alhambra Barnsley to sell I find out it was there a I ring the the police and they give me a crime number then I went down on the Monday and told them every thing 9n is account was stolen and that day my son and daughter told them it was all stolen I fort they were collection it all up to put to one side till the police sorted it out the police officer went in to see if I could be it all back so I went in Sunday to buy it back the manager told me they wanted 8 % on top of the bill I had to borrow the money but did not have the 8% on top but he said because I could not name every thing on the account ov my son that he had only when he open it with my stolen stuff they were still been sold in shop but when I went in with crime number the police officer told me they would have take every thing to one side but have not done that so I am looking to take legal action against cex Barnsley for selling stolen goods that are mine so when the police officer get in touch with again on the 1 ov December am going to see I can press chargers against the cex in Barnsley for selling stolen goods that are mine and this Sunday I had taken a list in with some ov the goods he had taken in and a recipe and he had sign it two so hope after that he taken all my stuff what I still had left

I purchased a Ipad mini 4, Grade A and unlocked from you in 2016 later part off. Last week my Ipad decided it was not going to charge we had tried all the normal suggestions given and it was not working, anyway as I do not use it a lot I decided to sell it along with a small android phone and another tablet I had. The money was going to put towards something else I wanted and any spare cash would of been put towards Christmas as I am unable to work due to mental health issues (panic attacks & anxiety) depression and suicidal tendencies. We took the items to your Great Yarmouth branch, all was well at first actually they could not of been more helpful as apart from the ipad not charging it was in as good as condition as it was the day I purchased it. They had to get the bill of sale from another branch so we was told, to make sure it was it was still in warranty all the time they assured us they will sort the matter out with ipad one way or another. Then the following day we got a call it was just outside its warranty period, and there was nothing they could do, their attitude completely changed, you may as well of said bugger off just go as that what it felt like. Nothing was offered to us even if we paid to have to my ipad fixed which could well be just a new battery but they were not interested and would not suggest anything we could do. So basically now I am left with a useless Ipad which was not cheap to begin with at the time of purchasing. At the time of taking it in I was offered £158.00 for it. I shall be taking this further I promise you. Totally disgusted I thought CEX was treated their customers better than that, we never had any issues at your Lowestoft store in all the times we used it. But I can assure you I will not ever be using your branch in Great Yarmouth if thats how they treat their customers

Kind Regards
Mel Taylor

Out to exchange goods at CEX Bristol Broadmead to be able to upgrade a Samsung Galaxy Tab 3 21/11/2018.

Went back on the 22/11/2018 exchanged the Samsung 3 and bought a Samsung 4, the item was not tested before it left the shop.

Arrived home, turned the tablet on and found the screen button and volume control buttons did not work, no time to take the item straight back as had to work an afternoon shift.

23/11/2018 took the Samsung back and complained, wanted to know why the item was up for sale if the buttons were faulty. Was advised a warranty test had to be done and to return later.

One assistant (female) did apologise and say mistakes happen, fair enough, but did not want to have to pay more money for a different tablet when wanted the one bought.

Upon returning advised they had found the fault and did we want a refund? No we did not, we wanted a working a tablet, did not have time for the item to be repaired as leaving for Europe within the week and the item could not be guaranteed to be back in time.

Again we asked why was it put up for sale? Why should we have to pay more money if we wanted to walk out of the shop with a tablet. This shop assistant was rude with no apology or verbal gesture of good will to appease the situation.

I pointed out that they would not accept items that had faulty buttons so why were they selling an item that displayed those faults. Explained bought the tablet less than 24 hours before, where upon the customer service assistant became offensive and said

'Yes I know I sold it, we think the item has been dropped and we are doing this, i.e. refund/ exchange/upgrade as a good will gesture'

This item had been bought, taken home and turned on, the item had not been dropped which I explained to the person we were dealing with.

Oh so rude reply, 'We only have your word for that'

There were no external marks, chips, gauges on the item...as it had not been dropped. We did buy another tablet and paid an extra £20.00.

I remarked I was going to contact head office and make a compliant, to which the assistant nonchalantly advised me to do so via this website. I asked for his name which he refused which is fine.

Quite unhappy with the level of customer of service offered by Daniel K.

Resolution? Put your customer service team members on courses so they can deliver an appropriate service.

Dear Sir/Madam

Urgent - Faulty Products

Background: I purchased an iPhone 6 128GB Space Grey (serial number: [protected]) in 2017 and, having had it for less than 1 year, whilst on holiday in Iceland it ran out of battery and then never turned back on again despite charging. Following testing at the Cex Shop in Windsor, where I bought the phone, I was told that the phone would not work again due to "water damage" and despite still being in the warranty period the phone would not be covered by the warranty. The phone was never exposed to any water or any condensation or other water vapour during my ownership and at the time I questioned this with the branch manager (and explained that the damage must have been there when I bought the phone) however despite numerous discussions nothing was done to deal with my concerns and as I was in urgent need for a new phone I traded in that phone for a new iPhone 6S (details above) at the same Cex store in Windsor (the New Phone).

I then purchased the New Phone on 17 March 2018 ( order number: DQ138994) and, having had it for less than 8 months, on the evening of 7 November 2018 (the day before a trip to UAE) again the battery ran out and the phone did not turn on again! On the way to the airport (on Thursday 8 November 2018) I took the phone into the Cex Store in Windsor and in the 10 minutes that I was in there the staff asked the engineer in store to take a look inside the phone and their assessment was a 'loose/disconnected chip' (and they said that they would confirm by message to my wife's phone whilst away their assessment). Having not heard anything from the Cex store since I left (the store had no explanation for this!) I went into the store today (18 November 2018) to find out what was happening with my phone and, due to poor record keeping in the store, it took them two hours to find my phone(!), and when they did eventually find it I was told that the "phone has been water damaged so it has short circuited". Having been through this before, I have since owning the New Phone been very conscious about water or vapour exposure and there has been absolutely no exposure or possibility of exposure to any water, other liquid or vapour of any kind whilst I have owned it. If there is water damage then there are only two possibilities (i) there was water damage when I bought the phone, or (ii) the store caused the water damage whist it was in their possession when I was away). I also had a phone protector (tempered glass) on the New Phone when it was taken for testing and when I was given the phone back today this had been taken off and no replacement was given despite me asking for one).

Resolution: Due to the previous phone issue I am concerned that action is being deliberately taken in the Cex store in Windsor to avoid being required to repair under warranty. This is tantamount to fraud and this complaint should be taken seriously.

I am a City lawyer (and have been for 11 years) and would not be escalating this without believing that the products that I was sold from the Cex store in Windsor were faulty and not fit for purpose (and that the water damage assessment in both cases was simply not correct). I reserve all my my rights and will escalate this complaint if it is not resolved to my satisfaction. As you would expect, I have lost confidence in your business and the service provided.

I expect a prompt response to this complaint. I am being forced to buy a new mobile phone tomorrow (and will not be buying from the Cex shop).

Yours faithfully

[removed]
Email: [removed]
Phone: [protected] (work)

Huddersfield branch 27 October 2018

Went to return a faulty iPod but staff rejected the faults and would not refund. One of them was exceptionally rude and rolled her eyes and sighed at me before I even spoke. I said I also had a problem with a tablet I bought a while ago and wanted to speak to the person I had spoken to before because he had some ideas. She started giving me the 3rd degree about wanting to speak to someone else. The guy she called was equally rude and said there was nothing wrong with the iPod and the faults were 'just my opinion' and that everything was tested. So I tried to use the tablet as an example, things slip through but I basically got called a liar and the customer at the side of me was having a very similar problem with a fault also. I finally got offered a voucher as a 'goodwill gesture', which is now useless as i will not be back to spend it. The ipod came with a cable which i had put down on the counter but when i picked it up for a moment the offensive girl snachted it from my hand and said 'i want that cable too'. Both their attitudes should be sackable offensives, I cannot believe the terrible customer service this branch has been providing. Up to about a year ago they were great, but now... The sad bit is that their attitude will not be punished, but CEX has lost a good customer and I'm telling everybody.

Cex policy and valuation of trade in goods is extremley poor and general pricing showing older items at exhuberant prices from £15 for console games, general trade in prices drop from voucher price always higher to cash price never more than a few pounds. Since cex has started trading in my town of basildon it has swamped the market and devalued the price of goods and inflated their prices at the expense of the customer

To whom it may concern,

I went to the CeX store on the 1st October in Wood Green to repair a phone that I had purchased on the 7th of August 2018. I purchased an iPhone 7 for £450.

When me and my two daughters came into the store we asked to speak to the manager in order to resolve the problem with the good I was sold, to which we were promptly met by the manager who we later discovered is called 'Jazz' after asking for his name. Jazz asked what we would like to speak about and my daughter Caitlin began to name the issues with the phone. We then informed Jazz that we brought the phone to the original retailer Apple to see if we could replace the battery as we believed the issue to be due to the battery being older. Apple then ran a diagnostic on the phone and the people serving us at Apple informed us that they would not even open the phone up as the system did not recognise the battery and the screen did not look like an Apple issued screen. The diagnostic also showed some connectivity issues with the device. In response to us informing Jazz of this, he frowned and raised his voice, on the verge of shouting, and stated "why would you bring it to Apple and not just bring it straight to us here". This was only the beginning of Jazz's inexcusable behaviour and intolerable customer service.

When we were discussing the refund policy with Jazz, Jazz was very condescending and rude towards us. My daughter mentioned how it is normally at the manager's discretion if not to issue a refund or not, using those words, and Jazz laughed and said "I don't even understand what you're saying", as if she was not making sense. At this time she was readjusting her bag on her shoulder to which Jazz said to her "Calm down, I can see you're getting angsty" whilst smirking at her. She wasn't distressed but we both found that comment to be very offensive. In response to Jazz my daughter asked him politely not to make any personal references as to whether or not she is angsty as she had not raised her voice at any point and had been intentionally using clear language in order to communicate properly and effectively get her point across. I find a comment calling her "angsty" to be a very clear attempt at undermining her argument and intentionally upsetting her. My daughters and I all agreed that she had not been displaying any bad, or to use Jazz's words "angsty", behaviour and that the comment was very inappropriate and completely false.

This did not conclude Jazz's inexcusable customer service towards us, as when I was trying to talk Jazz began to make scoffing noises. The first time Jazz scoffed we ignored it as we gave the benefit of the doubt that he wasn't scoffing at us. The second time he scoffed it was clear that it was not accidental and that he was indeed scoffing at customers. To this my daughter politely asked Jazz not to scoff at customers, as someone who works in customer service herself she is fully aware that under no circumstances is scoffing at customers acceptable. Jazz did not respond to this, and we received no apology nor denial for his behaviour.

We are very dissatisfied at the level of customer service we received, especially regarding a £450 faulty product.

He took my name, address and phone number alongside the item and assured us that he would be in touch within the next 7-9 working days. We were informed this on the 1st of October. It is now the 15th and we have heard nothing yet. Not only have we received a faulty phone, but we have also received appalling customer service and I have been without my phone for 2 weeks. I would like someone to contact me immediately regarding this matter and I expect nothing less than a full refund. I must reiterate that I waited patiently for the phone to be repaired or replaced in good faith but it is now very clear that the company defaulted on the promise of a repair/replacement within 7-9 days.

Last year I purchased a Samsung phone and shortly after the charger cover fell off. I took it back to the store in Welwyn Garden City.
The manager, who is very arrogant spoke down to me saying it had been damaged. I did not cause the damage and told him so. He wouldn't change his opinion.
Stupidly I purchased yet another Samsung for £125 from them.
I had this just over a month and whilst using it the screen just went black. I took it back and asked for my money back. The same manager said it would only be replaced if it was checked to be faulty.
After leaving the store for 20 minutes I returned to be told the phone had "sligh" water damage.
I flipped I'm afraid as the staff in this store are shysters. I told them in no uncertain terms that there had not been ANY contact with water on my part. They still refused to change it.
I am afraid I went beer.
These members of staff are robbing people on a regular basis.
I and my family and friends shop there regularly. This will now cease.
If and I say if, there was any water damage whatsoever, either it was present when I bought the phone or they have done it during the 20 minutes they send you away.
I am not bothered about the money I have wasted on two phones purchased there but I want it to be known I will not let this matter rest. I have just contacted trading standards who will get back to me today and I WILL seek compenation in the small claims court as well as damages and costs.
I await your immediate response or I will proceed with the stated action on Monday 30.09.2018
Thank you for taking the time to read this.

I have been promised on Sunday 23rd September 2018 that I would get payment the same day after the items were tested, and after the payment team were sent instructions, or at latest the next day. This has always been the case from the Edinburgh Rose Street store.

This has not been the case, no money has been received and no contact has been received after trying to contact the company for instructions or advice as to why this has been wrongly advised or to check whether there has been any update.

The company do not seem to accept responsibility and have left me without a mobile phone handset, which was going to be purchased externally with the funds. But this has not been able to happen.