CeX / WeBuy.com
reviews and complaints

Dear customer service,

I am writing about an incident in which I experienced poor customer service in your Staines store on Saturday 22nd September at roughly around 1:30pm.

Here's a bit of background information, around 3 months ago I purchased a iPhone 5SE in your Guildford store and got told my purchase came with a 2 year warranty.

Recently I realised my lock button at the top of the device was jammed and no longer worked so I took it in to the nearest store (Staines) at the weekend to get it looked at.

I arrived at CeX in Staines and was greeted by Lucas, he had a quick scan of the phone and then told me he would book it in for a warranty test that would take roughly around half and hour and handed me a receipt of proof the phone was left in store. The phone it's self had one crack in the screen protector near the front camera caused by applying the screen protector to the phone when I brought it months ago not by dropping force. That was the only fault on the screen. Me and my partner left the store in good faith believing that my phone would be in good hands and taken care of as if it was their own.

We came back in store after having lunch and was then greeted by another man who was closely followed by the Store Supervisor Connor who was about to tell me the verdict of the test. Connor said the phone the warranty was void due to accidental damage.

This is where the problem started - as the phone clipped the light I noticed the screen proctor now had a further 2 cracks (bottom left and top right) and also an air bubble (top right) which looked as if someone has tried to pull the screen protector off which has now caused the top right hand side of my actual phone screen to lift. Please see photos attached which show the damage. I raised this concern with Connor and he started denying the extra damage and said it was fault of my own.

Lucas was stood on the nearby till dealing with another customer and I politely asked if he could be excused to help with the situation, he agreed that the phone had an extra air bubble in which the phone didn't have when left. To this remark Connor silenced Lucas and told him to get back to his customer, I tried to explain that if his colleague said it wasn't left in that condition and I have said it didn't look like that when it was left then the extra cracks happened in store when it was under the stores care.

Connor childishly kept responding with the words ‘but we didn't do it' and sarcastic remarks like ‘well it couldn't have been us' because it was only himself and Lucas that touched the phone there was no compassion or trying to understand the upset. I asked Connor to check CCTV to see who else touched the device besides himself and Lucas. He left the shop floor for around 15 mins and came back saying that the footage showed another man (named Mat) touching the phone, lie 1 had been told as now another man is in the picture, however the CCTV footage was not clear as to what they was doing with the phone. Connor advised me in order for me to see the footage I'd need a legal warrant. He said he'd seen 45 mins to 1 hours of footage in the space of 15 mins he'd been out back and then replied with ‘I have a fast forward button so you want me to sit there for hours? I will if you want'

I found his behaviour rude, sarcastic and extremely unprofessional - he sneered and giggled sarcastically while saying there was nothing he can do in store but offer a new screen protector for free. Why would a manager offer a free screen protector if the one on the phone was at no fault of his own? I would of accepted this offer of a new screen protector as that would of got rid of the extra cracks made but it's the fact that my lock button is still jammed and the actual phone screen now lifts up as a result of them pulling the corner of the protector up. I am outraged how much damage that have actually caused and how unapologetic they was towards me and how they could dismiss the situation and send me out of the shop with no helpful resolution.

At time of purchase I got told my warranty would cover mechanical faults and would be resolved in the same day with either repair, exchange or refund. I left the store without either 3 offered to me but more damage to my screen, I left disheartened how the service I received that day had no similarities of that I'd received in previous visits.

I hope to hear back about this incident soon. Please get back to me at your earliest convenience with a solution.

Kind regards
Rosie Smith

Hi my name is Chris and on Saturday 22 September 2018 i took my elgato hd60 in to trade in and when i took it in they said 20 minutes so i came back exactly 20 minutes later to be told that my elgato HD60 was broken which is hilarious as i used it every single day for the last 6 months with no damage to it all as i take pride and joy in my technology but as a member of staff said is that the micro usb port is damaged which it wasnt at all so i am very unhappy as now i cannot use it at all and it would cost £143 to get a replacement and this isnt the 1st time something like this has happened but the first time it happened i let it slide as one of the member of staff dropped my wifes laptop and its lucky that didnt smash but i caught it as he knocked it off the counter

I sold some dvds at your cex store in bransholme centre in hull on the 04/09/18 and the 05/09/18. I came 2 days running the 1st time I sold £8 worth of dvds and when I got home and checked my money I had been given an old £1 coin which is no longer in currency. I thought fair enough may be a genuine mistake had been made. I went in the 2nd day and sold more dvds and when I was given the money of course this time i checked to make sure the coins was ok and low and behold they had given me another old £1 which had been deviously placed at the bottom of the coin pile so I would not notice until I had left the store. I think this is disgusting that twice I have purposely been given old currency as it cannot happen twice by mistake and these coins should not even be in the shops tills anymore. Also when I checked my receipt the 2nd visit one of my films had not been entered onto my sale this was rectified for me as I went straight back into the shop and they gave me the extra money I was due. I always use cex to buy and sell Items and I think it's just disgusting the staff members at that branch are giving old currency out hoping people won't notice. I think this should be investigated.

I was unsure my own phone was working so after explaining to staff I bought a gone but was still unsure.The member of staff assured me I had 2 days after purchasing and it wasn't a problem as he could see the problem I was having with my own phone what he failed to tell me I could only get my money back if it was faulty.therefore I got a credit note which being an older lady is no good to me and they offered to buy it back less than 24 hours for a reduced price meaning I was to lose £40.the young gentleman who served me came out and I specifically explained to his manager and his staff that was not wat he told me...I'm absolutely disgusted and angry that I paid £72 for a credit note to a shop that MI's informs their customers and have no empathy for their mistakes

Porn dvds literally 2 ft from kids selection of DVD's, manager said they had to be displayed and not able to put into sleeves told me to complain online. So what if i pick up one and place it on the counter in front of a Mother and children so they can see a front cover of different sex scenes just with tiny stars covering private parts is that fine? I wojldn't do it out of decency shame CEX lacks any. I will never shop at any CEX again.

Afternoon, I have just been into your Corby store today to trade in my Xbox one that I purchase on the 28/12/2017. Atfer waiting an hour for the test to be done. I return to the store to be told that they can not trade the Xbox one in, as the original warrant seal on the rear of the case is broken. However, this was already broken when I purchased in on the 28/12/2017. I was unaware that the broken seal was important so therefore I didnt complain about it. The Xbox has never been repaired since I have had it and as it is still under a warrant with Cex, if I need it repairing or I was have issues with the Xbox, I would taking it back to the Cex store. However, I have had no problems with the Xbox, therefore I have never had to take it back to any Cex store. I am now left with a Xbox one that I no longer need or want and I am unable to trade in. I am very unhappy with about this and unsure why the Corby Cex store would think that it right to sale me a Xbox with a broken seal. After speaking with a member of the Corby store I was advised to contact customer complaints to see if you can resolve me complaint.

I came into the store today to return a Wii game I brought for my sons birthday. When we got it home it was covered in deep scratches and his day was ruined. We came into today and had to change it. I then today purchased a nunchuck controller and the thing doesn't work! It won't even turn on! I'm disgusted in this store. You tell people you won't take things in poor condition when you clearly do as you have sold me 2 things in 1 week that don't work. I want another controller and nunchuck sent to me or I will post my complaint on social media. You can not sell products that are not fit for sale. Clearly your staff are not trained enough to check and resell goods that are fit for purpose.

Hi i just went to buy my stepson an xbox one from the dunstable cex store.
I spent ages reading the adverts that came with each one ie wether it had kinect or not 1tb hd or 500mb etc etc..
After reading all the ads i bought a 500gb xbox one s with 500gb hd and kinect ...or so i thought..
As he was packing it all in the box that came with it i asked it does have kinect right? As that was why i spent so long looking at the ads for each xbox and that the ad says at the top kinect 2.0 ..the xboxes without kinect blatantly say in brackets (no kinect) making me believe the one i bought had kinect...
The assistant then says no theres no kinect and gets someone else when i say why not..
He then tells me the second assistant that none come with kinect...the whole reason i was buying it...then offering a refund which i took ...with no offer of a sorry for false advertising nothing.
Now i use cex a lot as i build pcs and find the second hand pc hds great value ...but after today ill not use a shop that false advertises and i will make it my business to make sure people know about your trading practices.
Seriously annoyed
John hobbs

I was trading my amazon kindle tablet in on 14/08/2018 around afternoon and I was told i would be getting around 22-24 pounds but once the test was i got only 21 pounds and bad service and time wasting and this is very annoying for me as a customer. What happened was the person who served me told me to come back within 40 minutes as he had to test the tablet and I said i will be back before a certain time to collect. I came back after an hour and he said to come back later which was understandable, I then came back after 1-2 hours to collect again hoping it will he ready as promised by the person serving me and the person said the tablet still wasnt ready and I had wait another 30 minutes and this made me more angry as the person put other customers above me and kept delaying the process. This is really annoying as I wasted my time and money coming to cex in East ham. The service was appaulling and I don't think i will ever come here to trade anything again. The person didnt even appologise and kept coming up with excuses and gave me an even more reduced value than said. I didnt want to start a scene and I chose to complain here. I would appreciate something from this complaint, otherwise i will have to tell my friends not to shop here again as well and I would rather not do that. Thank you

Kind Regards

Sumesh

I purcbaswd a mobile phonefor my daughter's 9th birthday on Monday 6th August, in the Burgess Hill branch. After setting it up, she opened the gallery to view her new photos to find pornographic photos and videos that were left on the phone. This has shocked her and put her to tears, it's disgusting! I will be consulting with the police. This is not something a 9 year old should experience, it really is shocking.

Order ID Order Stage Description Creation Date

4949996 Order dispatched 18/07/2018
Item Delivery Charge Category Price

Withings Activite Pop Smart Watch Blue, B
SWEAWITACTPOPBLUB

£1.50
Wearables
£30.00

Delivery

£1.50

Total (Paid by Card):

£31.50

4774940 Order dispatched 23/05/2018

4715755 Order dispatched 03/05/2018
Very disappointed. The above item hasn't arrived. Customer service unresponsive and/or dismissive. Unable to provide any tracking details for my item as they claim that items under a certain value are sent via standard post even though my previous order (which cost less!) was sent via dpd and thus i was able to track it. They claim a 3-5 day delivery window. After researching online, I see that this company is notorious for lost postal items and has a very poor track record for resolving issues. I either want a full refund or a replacement sent immediately via a traceable delivery method please.

I ordered a phone off your website in great condition, set it all up and when you type anything the phone goes all funny and types random letters, goes on other apps, phones voicemail. I'm really disappointed this has not been checked and my little boy is gutted now it was his birthday money. Or you new it didn't work properly and still sold it. So in theory you new it was not working right and sold it so it's like thieving

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

The issue that I have experienced was: bought Samsung galaxy note 4 for £230 on the 30th may 2018 I have taken it in to store today 17th July 2018 with more than 1 fault with the phone 
•over heats to point it hurts your face and ear if you need to call anyone (mainly top half of phone) 
• turns of when it over heats 
•screen freezers half way threw scrolling down a page or calls and texts 
• The screen it self is not very responsive when tapping apps etc have to tap at least 3 or 4 times

to start with the woman who was on the till tried to belittle me saying its cable its plug i explained i have tried alot of diffrent phones over the years so i know how to check if its that what is causing an issue the women then went to a man and said she has tried diffrent plugs and cables the women then went to a man and told him what i had said he then said we look like testing it but I know there isnt any issues with the phone. 
woman gave me a receipt told me to come back in half an hour 
so i went back in 3hours later to be told there is nothing wrong with it and i said well i am not happy as i know there is the man then came over spoke to me like I am a child telling me he checked it there is nothing wrong with it and when i said how do you explain that it gets hot to point you can not put it near your face or ear the man said that I was a lair very loud in front of a full shop all tills full and alot of staff around he said that I am making all the problems up so i said i wanted to take things futher and the guy simply said good luck with that but go on website follow support 
i am disabled as well as mentally ill and to be spoken to like that as well as having a phone i can no longer use correctly has really upset me

It occurred on: 17/07/2018

i would like a refund

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,

katy walker

Store location: chesterfield derbyshire 
:

57a Hill Top Road 
Old Whittington Chesterfield 
s41 9nq
[protected]

Hello,
Today I both a smartphone Samsung S7 edge to surprice my wife the phone was with no battery and the person in the shop try to give me not the original
Charger, when I sad that that is not the charger that I want he change just the cable .The main problem is that when I went home I charge the phone and when I start the phone there was security to open the phone and the surprise now is one big disappointment . I can not imagine how some one can sale something and not to give the important information. I both the phone from Stradford mall. I will try to find time to go there and solve the problem but I will waiste my time and my peace.
Kind regards!

I popped into vex a few times and saw my all time and only favourite game grand theft auto five on PS4 go from 25£ to 23£ to 20£ and thought I really want this game again and proceeded to pick up a broken and battered empty case nervously to the counter. I expressed I desired this game but sincerely asked the kind cashier, "is it brand new. And sealed" to which she replied "no. It's second hand" I nervously Realised, the copy I already have is in perfect condition but flares up all the time as "unrecognised" disc due to minor wear and tear over time. So I explained to her and she showed me a disc similar and insisted it would work. I believed her. Until I anxiously got home and tried the game. To no avail. It did not read or work. Deeply upset I travelled back to my nearest store, Walthamstow mall, and told a different cashier my dilemma. He was rude and wasn't reluctant to listen to me. I paid 20 pounds on card. I wanted an understandable REFUND as I noticed a second hand game in my console will not work. He said something about 2 days, and then said he can't give a refund only exchange . This was a dispute. It don't WORK. What am I gna do keep going round in circles. He handled us badly but gave us another copy promising it would work. They seemed real rushed of they're feet from dealing with gamers all day. My point is I want a response from the manager. I want my 20 pound back and I don't want anything from CEX at this point. No one expected to be so disappointed and messed around.

I bought the phone two month ago and I managed to use it for two weeks to see the quality of the phone. However, there is a lot of problem with the phone like, the battery running quickly so I had to charge it 3 times a day and the storage can hold that much. As I wasn't very happy with the phone, I asked a refund, but I was told to Email in order to be reimbursed. I would like to have a full refund as I am not satisfied with the product.
Regards
Thank you

I purchased an s5 12/7/2018 in Chelmsford.. i then returned it this morning 13/7/2018 for a refund as my sim wouldnt fit and I don't need the phone no more.. I was then told only refund I'll get is store credit.this was not explained to me on the time of purchase.the store clerk said I should know this myself as it's on posters all over the shop. A woman sold me the phone never explained a refund policy. I suffer with mental disibilitys I felt uncomfortable how the clerk spoke to me he made me very anxious, laughed at me which led me to loose my temper and raise my voice. I would like this solved asap with a full refund back in my bank account. NOT STORE CREDIT

To whom it may concern,
I have bought a nitendo built in console from parramatta nsw CEX
For $170
I was convinced to buy it as I was told over the counter.
It's a great buy they are usally worth $350.
I bought it for my children thinking it's a bargain.
I attended the store once again to exchange it as it was freezing during while playing games on it.
They exchanged it for me.
After I attended the store I have went to big w and to my shock I see it advertised for $99 brand new with no discount that's how much it's worth.
I asked the worker is this a real or fake console, he said we don't sell fake ones, why I told him what the worker At cex told me and he wasn't surprised at all. Apparently alot of people complain about the prices in cex store.

I feel betrayed as number one I was lied to and secondly I was sold a console for almost double of what it is brand new and the cex one was second hand.
It's very disappointing and unfair and the cosole isn't even working well once again.
I also don't want to go into cex and have them exchange it once again I really don't want to face the dishonest staff,
I would like a full refund of $170 if that can be organised I'll send my husband to return the console.
Thank you.

Hi there,

I purchased a Nintendo 3ds game online from yourselves last Saturday (CEX invoice no: 4892310). The game itself is fine, however, the game cover was (is) a photocopy? I have noticed an upward trend for this at my local Crawley branch of CEX where I have purchased 3 other games only to find they are "copies" as well? I believe that CEX surely has a duty to notify us (customers) if we are to receive a copy and not the genuine artical (which is what we are led to believe upon purchasing).

I feel a little cheated here now as I paid full price and i am noticing this filtering onto you blu rays and dvd covers, I am starting to consider whether or not to continue shopping with CEX (and I am a GOOD customer)?

What please can you do to help rectify this?

Regards,

Mr James Hall

We bought a Moto C 16gb phone from CEX in Peterlee. It has been falling on and off the WiFi even though all our other technical equipment did not.

On two Reboots it settled down but by the second day of owning the phone it would fall off the WiFi and not reconnect. We would have to forget the network and re-sign in with the password. The phone is for a totally blind man who uses speech settings and Talk Back so this is unnecessary work needed just to get the phone working without using all of your data on contract.

Then it wouldn't connect at all and kept saying 'authentication error' so at this point another hard reboot was necessary. Then on the reboot it started showing lots of Chinese writing and kept flicking through different Chinese writing screens with letters and numbers and then different brightly lit lines and stayed like that till I did another hard reboot. The phone finally came on ok but we were not happy with its many inconsistencies and did not trust it.

We took it back and showed them photos I took of its Chinese writing pages and explained everything. They tested it on the shop and as the phone stayed on the WiFi in the shop and didn't bring up the Chinese writing on the reboot they said they personally need to see it happen for us to exchange it for another phone. We were welcome to trade it and lose money or take it home and take our chances. Plus to add insult to injury when we got it back I noticed damage to the casing which wasn't there when we took it in!