“ Chain of computer software and video game stores „
4 weeks ago I placed an for a Tom Tom rider, a couple of days later the package arrived. but what was in it wasn't the Tom Tom Rider I had ordered but a Tom Tom One with a CEX sticker on saying it was a Rider. That very night I emailed CEX to complain that the wrong item had been sent. It took 6 days for them to reply telling me to send it back and that they would contact me to arrange a refund/exchange.
A week after sending the item back I still had not heard anything from them so I sent an email asking for the status of the return and to see if they had actually received the item, I received a reply saying it had been received and it was being processed. After waiting another week without hearing anything I sent another email asking for a full refund and stating I wasn't happy with the service as this was a mistake made by CEX not myself. I was fobbed off again with another reply saying it is being processed.
It now has been nearly 4 weeks since the initial order and I am still out of pocket.
Terrible company, will NEVER buy off them online again!
My son spent £80 in store on a graphic card. When he got it home he discovered that the box did not contain the installation disk, instructions or cable. I took it back to the shop with him, 2 hours after it was bought, and they refused to give a refund. They didn't have another one and offered a voucher but my son wanted a graphic card, not anything else. The shop assistant was rude and looking down her nose at us saying we clearly did not know the law. My son is now stuck with a card he cannot use, unless we purchase the missing bits which would make it dearer than a new one from Amazon. He is heartbroken that all his Christmas money has been lost. If you don't want to be ripped off don't shop with Cex
I bought an iPhone 4S from CEX. It stated powering off randomly. CEX say that I must have got the phone wet (whereas I KNOW that I haven't!) The phone started doing this on the second day of owning it, and the phone had not been taken outside or been near any liquid. I paid £280 for the phone. CEX say that their "warranty" is not valid as the "moisture indicator" is on. Therefore I have lost £280 - no refund, exchange or apology.
CEX should have checked whether the moisture indicator was on before they sold the phone to us. They said they had done so when buying the phone from the previous owner. However, in the CEX store where it was purchased (Kingston) we saw a shop assistant checking electronic equipment while DRINKING A CAN OF COKE. All I know is that we were not responsible for subjecting the phone to moisture. By process of elimination, if the moisture indicator was not on when the shop bought the phone in, the damage has happened while in the store. But they do not give the customer the benefit of doubt but lay the blame squarely on the customer!
CEX is a shoddy operation and they need to be taken off our High Streets. They violate the basic principles of Consumer Protection and the Sale of Goods Act. You are seriously risking your money if buying anything from CEX!
First off, for those of you who may be unfamiliar with this company CEX is a large chain that buys and sells used video games, dvd's, phones and computer items. I'll assume the name is pronounced with the hard "C" or "K" phoneme. Otherwise it would be a bit rude. They have several storefront locations throughout the UK as well an online service. I've read an awful lot of negative reviews of this company, but having been using them for several years now, I have to say my overall experience has been quite positive. I have used two of the stores (Belfast and Lisburn) for both buying and selling and have ordered merchandise online but I have never tried to sell anything online.
I'll be detailing each experience in further detail below, but first a few facts that relate to CEX as a whole. One of the biggest complaints about this company is pricing, and I'll be the first to admit that there pricing is not always up to date. This means at times I could buy a game brand new from Amazon for less than I could buy it used in CEX. Of course because I do shop around, when this is the case, I simply buy from amazon instead. This has worked in my favour as well though. I did feel a bit like thief selling them a used PS3 game for more than amazon was charging new for it --- but I took the money or rather credit without a word of complaint. Sometimes CEX also has ridiculously low prices. I bought a drum kit for the X-Box 360 for only £12 including postage. funny thing was they had the exact same thing listed with several different prices. I bought the cheapest and was surprised that it arrived in as new condition by courier a couple of days later. The postage must have cost nearly as much as paid. I have found several items at ridiculous prices - both high prices and low prices. All I can say when buying anything from CEX is to shop around and make sure you are aware of current prices before buying. If the item is overpriced - leave it. If it is under-priced - snap it up.
BUYING FROM CEX - IN STORE:
I have visited both the Lisburn and The Belfast Park Centre stores many times in the past, but I have primarily used the Belfast Branch. I prefer the Belfast store because you do not have to pay for parking, and it is very good for disabled access. I only had one problem ever, when I sent my husband to buy something and he was incorrectly informed that a missing piece from a Skylanders set was a special pre-order only item and not part of the regular set. I ended up contacting CEX about this, and they arranged for a complete set to be sent from another store. It did mean an extra trip for us, but this is ye another time when CEX's pricing of an item was way out of touch with average prices. I got an entire Dragons Peak set for £13 I believe. ( It is currently £18). Tis consists of the Sunburn figure, the Dragon's Peak Figure ( which gives you an extra level on original Skylanders) the firefly figure and a winged boot power up. CEX sells Sunburn alone for £18 so the entire set when I bought it was less than the main figure by itself. A definite pricing error, but one I was happy to exploit. Amazon now has the sets back in at £27.50, but at the time I bought this, sunburn alone was selling for over £30 on most sites.
On every other occasion I have found the staff both knowledgeable and helpful. To be fair there are usually only 2 -3 people on duty, and one occasion the fellow was working alone. Because they may have to take a lot of time to test and ring up several items they are buying, there can be times when they are a bit rushed, but they have always been polite and if the store is not full they are quite happy to answer any questions about the games, make recommendations etc... I have gone in and told them my husband's favourite games and had them come up with suggestions for similar ones, as well as had an honest answer that a game could be beaten in a single afternoon, and thus was not really ideal for single player games. I especially appreciate how good these fellows are with children. They have very happily chatted away to my boys telling them all about different Skylanders powers etc...
I have only ever had to make a return to CEX once for a game that wasn't working. The disk looked immaculate, and I have no idea why it wouldn't work, but I was given the refund immediately, with no issues. As we took awhile looking for other items the fellow did come out of the back and say we were right, it didn't work, but he couldn't understand why either. He was very apologetic about the extra trip and in all honesty, I don't see how they could have prevented the issue. Overall, despite the one issue with Skylanders set I would rate CEX as 5 stars + for customer service and friendly helpful staff. If dooyoo had half stars, i would knock one off for pricing as they can be high at times, but then I love it when the pricing errors work in my favour, so I won't take off a full star - and if I don't like the price - I can always go elsewhere. You do need to watch what you are spending and some items are best bought elsewhere, but some real bargains can be had as well. I do find quite often that I can buy a used game for less on Amazon, but then I think you do pay something for the convenience of being able to pick it up right now, and if I can buy it cheaper elsewhere, I usually do just that unless I am using trade credits.
Before making a trip for purchases - I do always check their website to see if what I want is in stock. This is quite easy with search by store and generally accurate. We have had one occasion where the computer showed an item in stock, and in fact the case was on the shelves, but the disk could not be found. There is no " on shelf guarantee" and theoretically someone could walk in in front of you and buy the very item you want, but having used this service countless times, I have only ever once been disappointed.
I would note that this store does seem to enforce age guidelines for buying games. My son was buying a game for his father's birthday once and the fellow was going to refuse the sale until I explained. Of course my son is quite young and he was only 6 or 7 at the time.
SELLING ON CEX:
I always sell for store credit - which pays far better than selling for cash. I've cleared out a bunch of unwanted DVD's, games and an old DSI and ended up with over £140 in credit over the last 6months - which is pretty good for stuff we don't use anymore anyway. Sadly, as this was the children's money since it was mostly their old games and DVD's - it all went on more Skylanders, but they now have an incredible collection and are far happier with this than old PS2 games, outgrown DVD's etc... It does take awhile when you sell things. They have to check every single disk. Just as well though as we accidentally had Mario Kart stuck in the box of a game the boys did not like which would have only sold for a pound or two and left me needing to buy a new Mario Kart!
It never fails that end up refusing some item as well, and this is another issue I have read a lot of complaints on. Quite Frankly CEX is a business. They are not going to buy what they can not sell, and if they have a real glut of a certain film or game that they just can not shift - they won't want to buy more. Likewise some games just really don't have much commercial value anymore, and anything they feel is in poor condition will be refused as well. You may know perfectly well that your disk plays perfectly despite a heavy scratch - but they will not take this chance. They also will not take any game or film without the case, and have other rules for other items, like DSI's must include a charger. I really can't see complaining about this, it is just business.
Finally - there is the issue that CEX sells the items for more than they pay you. Well of course they do! again they are running a business. I have worked in retail before and I can assure their average mark-up is less than the average mark-up for retail. I would give CEX 5 out of 5 stars for a place to sell unwanted goods. I have referred many, many friends and they have all been happy bar one - who had a fair amount of dvd's that the store was not interested in, or willing to pay the prices she wanted, but then they were all dvd's that had been sitting on a shelf for years. I am also aware that in some cases I might make more selling on ebay. But then there are pay pal fees, trips to post offices, issues if a buyer claims something is not right and either paying for recorded delivery or taking he loss if an item gets lost in the mail. I might make more on some items, but I would certainly make less on others and it is a lot easier and less stressful.
BUYING FROM CEX ONLINE:
As I said, I prefer to buy in store and avoid shipping charges - even if it is only £2.50 if I remember correctly. I can't get it up on the website without processing an order. This is a flat rate price, regardless of how much you buy. The website is reasonably well laid out, but really not up to par with Amazon. Many of the items do not have photos. But it is easy enough to use, you add whatever you want to a basket, enter your details if this is your first time and then pay by credit or debit card, or via Paypal. We have only paid with Paypal. We have only ordered items online a few times, but on each occasion we achieved massive savings, had the item within 3 days, and were completely satisfied with condition.
I can not honestly say anything about selling online with CEX as I have no experience of this matter. I know some people have been disappointed, so if at all possible I think it is best to go in store where you can easily walk away if a deal isn't to your liking. My rating can only be based on my own experiences, and although there has been the occasional minor blip - overall I feel I have received excellent service and value form this store with many years as loyal customer.
I wanted to raise a bit of money so my husband could buy a new phone. I had an iPhone 3GS 32gb that was in perfect working order and just had a few normal scratches thst youd expect. I checked the cex website and found that for the condition I could get around £90 so I sent it off with charger and box. It took about a week for cex to tell me they'd received my phone but they said a general email which said something about the terms have changed and the offer is not the same as stated on the website. It gave me a link to access which supposedly told me the new offer. It didnt, it just took me to the cex homepage. So I thought well the worst case scenario is that they will give me the lowest price for my phone based on it being in poor condition. This was £50 odd. I replied saying I was fine with the offer but since that have received a cheque for a measly £16! I was absolutely disgusted. I feel like they've totally ripped me off and they will definitely sell my old phone was loads more. I emailed them as soon as I received the cheque (no contact number) and that was a week ago and I've not received a response. I've not cashed the cheque incase they do reply. I will never recommend cex to anyone!!!
So, I had several DVDs that I wanted to sell, and because I wanted to do it quickly, I decided on CEX after searching the internet. I checked prices on the website, and found that the closest store was in Andover, which is 20 miles away from where we live. When I arrived at the store, the staff were very busy behind the counter, chatting to each other and looking at their phones. When someone finally decided to talk to me, I said that I had some DVDs I did not need anymore. He said they don't buy DVDs for cash today, and carried on chatting. So I left disappointed and drove the 20 miles back home. I went to Andover to try again the next day. When I arrived and started my sentence about DVDs, the same staff member didn't let me speak and said the systems were down and they cannot buy anything and walked off. Although I was disappointed with CEX then, I decided to give it one more shot, and went back 2 weeks later, in the hope that it would be a different staff member this time. Unfortunately as I arrived in the store, it was the same person, and when I started saying I had some DVDs, he didn't let me finish and said they didn't buy for cash now, but they did in the morning! So I said that this was the third time I was in the store to be told that they cannot buy, and that on the website it said that CEX stores bought DVDs. He said that's nothing to do with him, his store doesn't buy DVDs, and walked off again.
The funny thing is, I actually wanted store credit and not cash, but he never let me speak so I left every time. Now obviously I wouldn't want store credit anymore, because the store is just too unreliable, unhelpful and well - honestly - dodgy. I cannot believe that such a rude and arrogant person works in a store, dealing with customers.
Also it should state on CEX website that some of their stores just don't buy DVDs(such as the Andover store), so that people don't have to drive for miles and waste their money and fuel to be ignored and lied to by store members.
I was stupid enough to go to a CEX shop without reading reviews. Having checked the potential price of my mobile phone on their website, I couldn't believe what they offered me. I discovered they had already tagged my phone etc whilst they had it for checking. The sales assistant was not happy when I said I was going elsewhere. I have emailed a complaint but looking at other customer comments i am not expectin a reply anytime soon.Please don't waste your time like I did - check their reviews out first! I would give them no stars if I could!
my complaint is multi tiered-i find the male staff rude and surly and completely non interested but the female staff always helpful and chatty?
plus i find the mad reciept only system of carrying over store credit rediculous-the amount of times ive lost them i could have bought several games!
when i asked why they dont use the card system that gamestation wrexham uses i was told that "if their system was hacked we the customers would lose all our money"WTF!
also i was told gruffly to simply"not lose them and treat them as money"
condecending or wot?
also they quite often charge more for preowned games than new games-for example farcry 3 2nd hand £38 at cex wrexham-while over at gamestation farcry 3 brand new £30
gamestation for me from now on they have great offers and happy to help staff
i rest my case and hope cex bosses read these reviews
I bought a iphone 4 32GB as a emergency , i lost my iphone and needed one and figured why not buy with cex they have a 12 month policy. so cost me 365.00. 19 days later the phone doesnt charge , i take it to the CEX and they were very quick on saying yeah it charges fine then i said no check again funny enough it didnt charge. so they kept it over night, then when i went back back this was sunday they said phone was dead and they were replacing it. staff member said they had one in exeter and said it would be with me by friday. i said no i cant do that i need it before friday as i am leaving to the usa. guy said yeah thats ok it will be with you by tuesday. i even said i could drive to exeter and get the phone, but guy insisted we didnt have to ! well guess what no phone, i had someone go to the plymouth store for me while i waited for the phone well turns out it will get here wed and that they would call me to give me a tracking number!. guess what no one called , and ive been at my house for 3 days waiting for my iphone! oh and you cant even contact the company obviously they have such bad service that when they did have a number to call they were being hasseled by so many calls ! then i get a email saying it will take 3-5 working days! i needed my phone before i wernt 3 weeks to usa. Well thanks to them i havent gotten anything and probably wont get anything . AVOID AVOID AVOID totally unprofessional place and i hope i never have to deal with them ever again
Cex is a chain of stores that deals in technology - you can buy or sell computers, video games, DVDs, phones, other gadgets and software. They also have an online presence, where you can find prices for your stuff and sell to them or buy what you want.
I use Cex quite often. I have used both their online services and visit their Plymouth store fairly regularly.
*** Plymouth Store ***
The store is laid out pretty much like any other media/tech shop, with aisles of games/DVDs/music and the more expensive and desirable objects such as phones/computers/consoles behind glass. It generally plays metal or indie music at slightly too loud a volume for my agéd ears.
The staff tend to be young adults and it seems obligatory that they are heavily tattooed or pierced! In my experience, they know what they are talking about when it comes to the products they sell, and display a genuine interest in them as well. There seems a fair amount of banter between the staff, but I've never felt it to be at the expense of customer service.
I like the posters around Cex, which are comic-style images of robots etc explaining Cex's services, but I don't like the use of (mild) profanity in them. I'm not prudish but my children come in with me and I don't want to have to explain 'naughty' words in the eye-catching and sometimes floor-level posters. I can't see the point of using 'b*st*ard' in them when 'git' would do really.
*** Buying ***
Prices for games vary from under a pound up to around £30 for newer/popular ones - some games, like Mario titles, for example holding their value fairly well. CDs, DVDs and boxsets fare similarly, rare or recent releases fetching higher prices. Cex usually compares favourably in price with other stores that sell secondhand games, such as Game.
I've generally been pleased with the games and DVDs we've purchased from Cex. It's as well to check you have the right disc before you leave, however, as once we bought 'Sims 2' for Playstation from them, only to find when we got home that we had been given the disc for 'Sims 2 Pets', which we already had. They exchanged it without a quibble when we went back, but it was a pain because we don't live in Plymouth.
I have also bought an Ipod and Nintendo DS from there and been happy with the quality. You can have these sorts of things demonstrated for you while you decide whether to buy or not. Obviously as what they sell is secondhand it won't always come boxed or with instructions and not always in pristine condition, but that's why you can have it demonstrated. You have to be prepared to ignore the pressures of time the staff are often under (since the queues in Cex tend to be hideously long), and make sure you are happy with the product before parting with your money.
*** Online ***
I've bought a couple of games from them online, and found the service quick and smooth. The website is easy to navigate.
I did have a problem with a copy of 'Tomb Raider' for Playstation - couldn't get it to respond. I emailed them about returning it and got a helpful response quickly: the returns process seemed straightforward. Rather embarrassingly it was user error (ie. the controller in the wrong port! Whoops!), which we realised, so we just drew a veil over that one...
*** Selling ***
To sell you need to get a Cex card, which involves providing proof of identity and address. This is presumably to help safeguard them from being used to get rid of stolen goods. Once you have the card, they will buy from you, but you need to have the card read each time and sign for the money or store credits you receive. You receive about a fifth more if you accept store credit instead of cash, but obviously it can only be used in Cex, and if I recall correctly there is only about a month's expiry date on it. The credit voucher looks exactly like any other Cex receipt, so if you're a bit prone to throwing away till papers, you'd better put this one in a safe place!
Games & DVDs etc will be inspected at the counter immediately. This is a pretty thorough look-over and if they're unhappy with the quality of the item, they won't buy it. You tend to get pence for CDs and DVDs, while video games raise pounds.
For phones and other gadgetry, they will need to test your item. If it's not busy, this can be done on the day and may only take an hour. If it's a busy day, they may ask you to come in the next day while they do it overnight. Testing requires the charger for phones and will mean the deletion of any personal information from computers etc.
You can get a price for your gadget before having it tested.
Recently we sold our daughter's netbook, as she has a pc now, but they didn't have the particular netbook on their system so had to email for a price. This, we were told, could take up to two hours for an answer. We wanted a price before we decided to put the netbook in for testing, since if it wasn't going to raise much we thought we'd just keep it and didn't want to have to go from original settings. It was quite frustrating since we had queued for what seemed like ages to get to the counter. I would have liked to have been able to phone instead of hanging around, but they don't have (or don't give out) the store's phone number. I guess I can understand why, as they would probably be inundated by calls. Anyway, we came back and had to queue _again_ to find out what they'd offer us. We had used the time to check out CashConverters and another shop of the same ilk to find out their best prices for it, and were pleased that Cex in fact did offer the largest sum for it by about £10. But we had to leave it in overnight for testing and come back for the money the next day. It was a hassle, and we had to queue yet again the next day. I wouldn't say it was the most pleasant or stress-free of experiences I've had.
*** Conclusion ***
I do like Cex for finding cheap games and DVDs and so on. It's also great when you have a clear-out to take in your never-watched or no-longer-played stuff: nice to come home with £100 to a half-empty media cupboard. The only problem is everyone else seems to have the same idea! It's not a place you can just pop into, choose something you want and be out in minutes - you have to be prepared to stand in line.
I placed an order on Sunday to CEX (uk.webuy.com) and paid via Paypal. CEX website didn't ask for my address and instead, took an address from paypal, but not my current address, no no, they decided instead to take the address we registered with years ago. I immediately tried to call them but THEY HAVE NO PHONE NUMBER and are only contactable my email!! I immediately emailed them, in fact, before close of business on Sunday I had emailed them 5 times.On Monday I finally got a reply, it basically said "tough shit" we can only deliver to the address we got from paypal and we already posted it. Someone else is about to receive £85 worth of goods that I've paid for and they posted it AFTER I already told them that they had the wrong address.
I am reviewing my bad experience at CeX today. I went to sell an Iphone 3G today and took it for testing. Due to needing the money for an emergency I asked in advance when passed if they will pay cash today. The assistant said fine so I signed receipt and returned an hour later. Anyway the old classic haven't got enough money today want vouchers instead. Weren't happy as made clear needed cash but what really upset me when I was accused of lying about the 'cash today' which the assistant then denied he said. Avoid this place like the plague and the assistant was lucky to have his teeth still in his mouth with the arrogance and contempt he showed me in a busy store.
I wanted to sell my Iphone 3gs 32gb which is in a v v good condition and on their website it said they offered £142 for it, however it said that in stores sometimes this price can change. I emailed the website about this and got a reply that the price should be the same in store as on the website but that prices change from day to day.
I happened to be going to Andover where there is a store so thought I would take the phone in and see if they will honour the £142. The shop assistant meticulously inspected my phone, almost looking for faults with it. As it has been in a case the length of time I have had it it was in a v good cosmetic condition. He then said he would offer me £107 for it. Even for a good condition one the website offered £120 and as I think mine is in a better than good condition - ie mint condition - I was annoyed. The shop assistant said that MINT meant never used and still in sealed box!!
I declined their pathetic offer. I also checked the website and the prices still say £142 mint, £120 good.
Don't believe the website as they don't adhere to it at all.
I would have wasted postage had I sent it.
I was doing some xmas shooping, aiming to buy a game for my brother. I asked a member of staff if the had it in stock. He replied "No, we had one copy but i kept it for myself, so no we don't have one in. Not a big issue but not something you would to your customers.It is a bit of a joke between my friends that you have to be an ar***ole to work in this shop as 75% of the staff i have met are rude, the other 25% i never spoke to because they are always chatting between themselfs.Still... the prices are low...
CEX is one of them shops you need to have in your local area or city, whether your a hardcore gamer, or a technological geek then CEX is the best place you will find for your used second hand games and films.
Offering considerably better sale prices for games, films, phones and computer accessories your local CEX should be the first place you turn.. You can get a rough estimate of what your goods are worth instantly via the CEX website and get stock levels on others which you may wish to purchase.
When trading in you can either receive cash or store credit in which you can buy similar products, perfect for those who like to buy a new game, complete it and then play something new.
I have always had quite a strong interest in mobile phones and the new technology that continues develop and on several occassion's I have traded in old mobiles as a contribution to getting one of the latest handsets.
CEX have a large range of mobile handsets along with computers and accessories all under one roof so if you are like me and like to be up to date with the latest tech gear then CEX is the next best thing to happy spending and grabbing a good deal in the process. Most stock is fairly priced, the staff are friendly and helpful.
Overall very happy with my previous and on-going experience with Computer Exchange!