CeX / WeBuy.com
Reviews and Complaints

Screws have come away from the bottom of the laptop causing the laptop body shell to come away and now unusable..
Product is still in its 24month warranty (bought 23rd Dec 2018)
Took to cex branch in the city center and to be told by a Dan G that they wouldn't repair or refund due to the laptop being a catagory c and to be told they sold laptop with screws missing under catagory c.
To my shock I could not believe they sold me a laptop with screws missing for my
daughter's birthday present.
I would never have purchased the laptop knowing this due to the possibility of naked
wires coming out of the system, due to the lack of screws at the bottom of the laptop which is more than 4 screws missing which could of led to health and safety issues with my 9yr old daughter..
I am extremely shocked and disappointed with the major lack and care from your cex colleagues regarding my issue..
I would like this issue resolved as I spent alot of money and now my daughter has no laptop even though it is still well in its 24month warranty.

Please can someone email me regarding this complaint at

[protected]@gmail.com

Kind regards
K Hewitt

Brought a game today 18 of September forza 2 from cex in Lincoln opened it up to find the disk has a big crack straight through it took it back and tried telling me it didn't happen in there store so kept my money and gave me the disk back which I'm unable to do a thing with cost me £8 I'm sorry but I would never spend £8 on a game for my daughter and then go and breck it and go back in to complain when could of just took it back in to get my money back if didn't want it

Hi i been a member since five years yestarday i been to your shop in glasgow cause i wanted to sell my iphone 7 the girl on the desk start arguing with me cause my id is from italy but is the same who i used to be a member of yours and she basically discriminating me saying she cannot serve me cause my id! This is a crime and discrimination should not happen in any way i got discriminated cause im from italy? U must training your employee cause they dont even know italy is part of europe and my id is valid!

Very rudely staff.. they even don't check my laptop for selling .. had a very bad experience.. must teach your staff how to deal with customers.. without checking any device how can you suppose to say that it is not worth selling .
My laptop was dell i7 processor, 16 gb ram nd 4 gb graphics .. without any defects.
Just because you don't want to check device doesn't mean that it is waste or like something not worth of money .
Last n last visit at cex .

On two separate occasions I tried to sell a phone back to CeX Staines after not needing them anymore. Both phones were purchased at the same branch a few months before.

I received a quote and was happy with them and waited around for them to test the phones. Customer service was initially friendly.

This all changed once the testing had been completed. One phone I was told wasn't charging and the other had a malfunctioning finger print. I know for a fact this was false. The customer service had completely disappeared and staff became very dismissive.

When asked to see the report they refused to show me and just told me "they're not for us".

This raised my suspicion regarding the phones and whether something else was showing on the report.

I now have two phones which I purchased at CeX and for some reason they won't return. Does this mean CeX are selling dodgy phones or phones that are going to fail a test?

I will be contacting consumer watchdogs regarding this and wish to make an official complain to the Staines branch of CeX

I bought a ps4 game from your store at castleford west yorkshire on friday 23rd august 2019 and when I got the game home the console could not read the disc so I cleaned the disc and the console still could not read the disc repiept number cs342798. I now have the inconvenience of having to travel 12 miles from my home to the store to return the game but the games should be checked before they are sold as I now have to spend money I cant afford to take the game back. I am very unhappy with this purchase as I have bought a lot of other items from your company in the past and have hardly had any complaints. I hope you can do something to help with this as a good will justure. Thank you an unhappy customer. Email address: [protected]@yahoo.co.uk

Bought the ipad mini a few months back for my course work. But the bloody thing doesn't do anything it's supposed to because it cannot update. I can't even use apps like ebay or YouTube. If they can't be updated to function properly then they are not fit for purpose which is a legal requirement of electronic sales. So I would advise rather than selling expensive bricks you set up a recycling scheme. I know this is not the fault of cex and more the fact that since Steve jobs died apple has become greedy and idiotic but as tech suppliers on this scale cex should consider the functionality of the products they sell. I would like a refund or store credit to compensate this inconvenience.

I recently bought a mobile phone from the forge store in Glasgow, was very happy with my purchase and when I got home but the mobile on charge. Checking it later I saw it was fully charged and left it for a few minutes longer yet when I went back to it I found it unresponsive, I tried everything but finally out it back the box provided when I brought it.

Having work during the week I went down to a closer store to me on Union Street, Glasgow. I explained to the male staff that served me and he said it they would test it and it would take 30 minutes, having a look around at some items I came back to the desk at the quoted time and was told that they couldn't get the phone to turn on but they wouldn't give me a refund or exchange as the moisture meter had been triggered. When i said it had been left in the box provided and not been near any water he shrugged and said not my problem really, I found myself getting angry with him so I asked to speak to the manager and was told that there wasn't one though I had seen him walking around behind the next and out the back not long before.

After leaving that store I headed straight to the other store in the forge shopping centre, where the staff were amazingly friendly and helpful. I told them what had been said in the other store and they checked the moisture meter hadnt been triggered and after plugging in the mobile it flashed up that it was charging after 10-15 minutes. They told me if I had anymore problem's to bring it straight back and to be honest though Union Street is closer I would rather go further to The forge and get the great customer service than have a rude unhelpful and quite honestly lying staff.

Hasn't even bedn tested yet and CEX have had it for 9 days now.

No contact numbers to raise a complaint.

They take 4 days to respond by email.

I'm depending on the money to get basics for the month and would never have used you to sell knowing how bad this is. Testing and payment is supposed to be within 7 days of receipt of the item, they responded 3 days later when i chased saying they had higher volumes- so you didnt have the decency to let a customer know, a customer that's depending on the money to get to work and back.

Never using again to buy or sell from.

Despicable bunch of ignorant idiots.

I was attempting to buy a second hand apple charger. It was listed as in stock and upon my arrival (after an hours special journey) it was still listed as being in stock. The staff searched for it and could not find it, then a senior member of staff informed me that it had probably been used to charge up a Mac used by their company. I'm fuming, what is the point in having a stock listing system if it is not accurate, I've wasted my time driving there and back for essentially no reason. I want some sort of compensation for my wasted time and wasted fuel. Absolutely disgraceful for such a large company.

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