CeX UK

We went in with a digital playstation 5 and explained we wanted to be able to use disks, instead of saying we could get a disk drive they told us to get a new playstation with a disk drive, traded ours in and sent us on our way, we found out less than 24 hours later that we could get a disk drive that CEX also sells, went back to get a refund and our old console back and they told us they cant do cash refunds even though we paid cash and we could only have vouchers and they could only sell us our old console back for £410. They absolutely took advantage of the fact we dont know too much about consoles. Dont go near them, customer service is poor and they are absolutely out to rip people off.

I normally don't leave reviews, but my experience with CeX deserves a clear warning to anyone thinking about buying a phone from them.

Last year I bought an iPhone 8 Plus from CeX, sold to me as a "B-grade, fully functional" device. Within just a few days, before I even started using it properly, the phone suddenly failed to turn on. Because it was the Christmas holiday period, the store was closed and I had no way to return it, so I had to take it to a repair shop just to get it working at all. They told me the phone already had motherboard water damage and the battery had failed because of it. I paid £80 out of my own pocket to replace the battery.

I tried to put this whole situation behind me, but recently I attempted to use the NFC/contactless feature for the very first time and discovered that the NFC doesn't work at all. Another repair place told me fixing it would cost at least £60. This means the phone they sold me had multiple hidden faults from day one — none of which were disclosed.

What frustrates me even more is the attitude of CeX customer service. Instead of acknowledging that the device was clearly mis-graded and sold with pre-existing faults, they dismissed the entire issue by saying the warranty "doesn't apply." No accountability, no responsibility, nothing. According to their own grading standards, the phone I received shouldn't even qualify as a B-grade item — and honestly, it shouldn't have been sold without proper inspection in the first place.

In total, I paid £165 for the phone and another £120 in repairs, only to be told they can't help. For a company that claims to test every device before selling it, this is extremely disappointing.

If you're thinking of buying a phone from CeX, especially an older iPhone, please be careful. The grading is unreliable, the testing is questionable, and the after-sales support is far less helpful than they advertise. I genuinely regret trusting them with such an important purchase.

I went with my son to buy a game (after he picked one) took it to the till to find out it was £5 more expensive(than on the sticker). After questioning it i was told i should of checked the website. I feel tis is a complete rip-off... the price should be the price,

I am utterly appalled by my experience with CEX. I ordered a GPU on the 29th of May, and the Royal Mail tracking clearly indicates that the package never even entered their network. The status has been stuck on "We're expecting it," which is incredibly frustrating.
After waiting patiently until the 12th of June, I reached out to CEX for an update, only to be told to wait another 24-48 hours. Now, they want me to wait an additional 30 days while they raise a complaint with Royal Mail. This is completely unacceptable!
It is outrageous that I am being forced to wait this long for an issue that lies solely between CEX and their courier. The tracking shows that the package has not moved, and yet I am left without my product and with no money in my pocket. This experience has been nothing short of a nightmare, and I would strongly advise anyone considering CEX to think twice before placing an order.
Their customer service is lacking, and their handling of this situation has been a complete failure. I am beyond frustrated and disappointed.

I have tried twice to purchase a Fitbit Charge Fitness watch/ tracker from the merchant but both times received a defective item. It has been a real hustle to try to get a refund although I returned the defective items promptly in the way instructed. With my second order I am still awaiting a refund at the time of writing despite a dozen reminders sent to the company! Despite all my efforts this issue is not resolved, and I am now asserting my full legal rights under the Consumer Rights Act 2015. CeX sold me two consecutive faulty products, both of which breached the statutory requirements of satisfactory quality and fitness for purpose under sections 9 and 10. As a result of your failure to supply a non-defective item, and the time wasted dealing with CeX over the course of nearly a month, I have no choice but to purchase a replacement product elsewhere. I am therefore entitled to damages under sections 19 and 20(7)(b) of the Consumer Rights Act 2015, which explicitly allow for financial compensation beyond a refund when the consumer incurs losses because of the trader's breach. However, Cex is making this incredibly difficult and their customer service has been rude and unhelpful at best. I am very very disappointed and can only ask everyone to stay away from Cex if they want a decent product.

I bought the Oppo.Find N2 Flip phone less than 9 months ago. It was fine until a few days ago when it developed a crease across the screen. This is really noticeable. I hadn't dropped the phone. Looking online it seems that the factory installed screen.protector can start failing. As CeX sold it with a long warranty I asked them to repair it. They refused saying it was Wear and Tear. So basically if you buy a Flip phone from Cex and the screen creases after you've opened and shut the phone don't expect any help from CeX. They should make this warranty exemption really obvious on their Flip.phone listings.I would not have bought this Flip phone from them if I had known this.You would expect to be able to open and close a Flip phone for years without an issue and for it to be covered if there was an issue. Otherwise what is the point of a Flip phone?

Absolutely unprofessional and horrible place to shop! When you buy anything from this store and they offering the warranty then be careful because if anything goes wrong with your purchase they will find the away to void your warranty and they will try to make you pay for the repair! Avoid Avoid because they will scam you

Went to the Leicester branch to swap a Logitec G290 steering wheel and pedals (Both in excellent condition may I add)
I checked the website beforehand to check the price difference on trade, as I wanted to trade for the Logitec G29 wheel and pedals.

Not only did they give me the cash price instead of the trade price, I was also made to wait over an hour for them to check the condition and functionality of the item I was bringing in. (I understand items need checking obviously) But once I arrived home, I realised they hadn't even packed the power cable with my item, so it was rendered completely unusable.

For over a week I was having to email back and fourth to try and get the situation sorted, just to get absolutely no where.

I requested an official Logitec charger for the item I had purchased, the money owed to me paid into my bank account and expenses covered by the store, such as travel, parking etc... as I had to make another journey to the store especially.

All this to no avail. I was offered £16 voucher and sent a cheap aftermarket power cable, but no expenses covered. Then I was rudely asked to return to the store in person, yet again at my own expense.

It is now over 2 weeks later and I'm no closer to coming to a proper solution.

Absolutely disgusted with CEX and their poor customer service.

Just another example of big companies taking the little man for a ride.

Will not be shopping there again, after 10+ years of being a loyal customer

The Kingswood branch have currently had my laptop for a week.

There has been no contact, there is no way of contacting them apart from through social media sites and the only contact I have had is saying that they're looking into it.

Disgusting service

Rated 1 out of 5 stars
Very poorly run franchise
Pretty poor franchise, And very badly managed shop.
I Have used sparingly until recently, but they just go from bad to worse…so now not at all! Quite simply there are far better professionally operated CEX franchise stores 20 minutes away from Horsham, my suggestion is go there! Avoid this place!

Why?

I've bought a £500 pound consoles from Horsham and the serial number didn't even match the receipt they gave me, thankfully i check this stuff or you can kiss your 5 year warranty goodbye! Especially if you miss that mahoosive oversight on their part! I spotted it within hours of buying and had it rectified immediately. My advice is if you must go here is to Please Check everything, Ive had them tell me they don't buy certain things i can see on the website they do, and I've then gone into the Crawley store and they are more than happy to buy them, and curious as to why Horsham didn't. Possibly a lack of skill in product knowledge? Though It is apparent from your first experience of the store just how lacking the whole skill level of the store in general as a whole. Dirty and disorganised. How we do one thing is how we do everything kind of vibe.

So my advice is Please check your trade in goods, Get it double appraised in different CEX stores, they will fail perfectly good stuff here quite often, and have strange reasons as to why, Often gets lots of laughs in the other stores because I always leave Horsham test sticker attached, I say Ive triple checked this myself and they are wrong, the other stores check it and say yes indeed they are wrong, it's perfectly fine and we will buy it. Multiple occasions that one has occurred and its always a product that was refused at the Horsham store, Ive also used the online option with these refused products and they passed at the main warehouse and also got purchased so it says a lot about this store in general.

If you put anything in to test or fix then expect to wait more than a day! They a super slow in that department, Nothing ever happens in Horsham the same day, Even if your the first customer of the day at 9am! No joke. Lastly though quite important for a lot of people doing small trades, if you want the actual physical Cash like they state on the advert "we pay cash today" and not a voucher, then i hope your willing to fight for it, as in this store You will literally have to lie and tell them you don't use email to get physical cash paid to you from them, If you don't lie to that affect the will 100% aggressively insist it is done online, even stating they don't have the cash so it can only be done online! Or you come back another day. Where they will try the same tactics again. So all in all, given they have substantial floats in these shops at all times because they pay cash for goods, Its Really bad aggressive selling tactic and Bad practice for any store that states we pay cash today!

All in all, Better stores around folks if you're selling or trading to CEX.

I rarely do this but this place clearly needs sounding out for everyone else as it's really that bad.

I purchased a set of AirPods Pro from the Hinckley store. After a few months I misplaced them somewhere in my home. No worries, I thought, I'll use the Find My app to locate the AirPods.

To my surprise, this didn't work and the app was stating that the AirPods were not a matching pair and could therefore not be located using the app. No worries, I said to myself, when they turn up I'll pop in to CeX as they're under warranty. I found them later that day in my coat pocket.

When visiting the store and explaining the issue, I was immediately quizzed about why I had left it this long to raise the issue with them, and was asked why I hadn't tested this issue prior to now. I explained that I'd had no reason to test this feature until recently, as I'd never lost the AirPods and assumed (incorrectly) that the store would have tested this feature before buying them in.

A few more eye rolls and accusatory questions later, they begrudgingly booked them in for testing and advised they'd call me when they'd completed their tests.

Two weeks go by, and I've heard absolutely nothing. I decide to call in to the store and received no apology for the lack of communication. I was met with the same accusatory questions about the length of time I'd owned them, and was told that I'd owned them for too long for them to be covered. So much for the 2 year warranty!

Another team member came to me and confirmed that the tester had found the fault, but that I'd owned them for too long for them to repair or replace them. Bearing in mind I've only owned them for about 3 months now.

I asked if this feature was tested and asked to see proof, but was met with a dismissive confirmation that a 'box had been ticked'. I suggested he verify the serial numbers of the AirPods against their records, and apparently they do not record the serial numbers of AirPods. So… their conclusion was that I just have 'mixed them up' with another set. The store failed to keep accurate records and now I'm the one with a faulty product, and being accused of lying and trying to scam them.

After arguing my point, he connected them to his phone, claiming that AirPods sometimes behave in this manner… and the fault was actually not present. I agreed to give him the benefit of the doubt at this point, and he told me to come back if I experienced any further issues.

Upon returning to the office I immediately connected them to my phone, and the fault was still present. I returned to CeX a few days later and again had the same nonsense excuses. I asked to speak to the manager and he didn't even take the time to speak to me and just returned his staff member with the same appalling excuse. He said, 'don't worry, they still work though!'. I argued that I had paid full price for a product that is not fully functional, and that was now worth considerably less if I chose to re-sell them.

I raised the issue with their head office, and now the store have gone back to them to advise that 'they're definitely not the AirPods we sold because they look different'. Disgraceful. The only way they can prove what they've sold is to record the serial numbers, and they didn't do this! They also told head office that the tester did NOT find the same fault which is a complete lie.

I've spent so much money with CeX over the years and I've always bought with confidence. Never again.

This is the 'Mr Bean' of the internet. Dont expect the service you get from Amazon. I made a huge mistake dealing with these muppets.

Bought an apple ultra watch and strap worth £580 been told by one of the team I got 48 hours to return it if I change my mind to get my money back sadly I wasn't able to to try it in the shop so went home tried it and it was too big too heavy so went back to the store straight away properly after 1 hour to be told they can't give my money back it has to credit voucher so I can use it again in the store only.
Really disappointed as I was left with my family short off this money on this difficult time when I did nothing wrong.
Never again and be advised people once you pay them don't expect your money back it's going to be a credit note to use only in there store.

Last week I went to the shop in Stratford centre to exchange a couple of headsets for a voucher and received an offer of £430 for all of them which I accepted, on the same day I was told by the staff member who was processing my order that I could be charged up 10% of the value of the items since I was selling a couple of them and I said I was ok with it.
Following day I received a call in the evening saying that instead of 10% I was gonna be charged staggering 30% which is absolutely unheard of (even admitted by their own staff), it's unbelievable how these scumbags try to find ways to rip you off when something doesn't go the way they want. The store manager promised me to investigate the issue but obviously never got back to me, absolutely useless disgusting costumer service. Some of these people deserve to be in jail.
Today I returned to the shop and collected my items back, some staff members couldn't believe what happened as this was clearly a decision made by a coward low life human being from the head office who is too weak to talk or explain himself, absolute trash of society

Terrible, untrustworthy company with virtually no customer service. CEX sent me an email notifying me that an item I was interested in was back in stock. Told me to order fast before the item is out of stock again. So I placed the order and the order was confirmed and he £15 taken. Then the next day I received an email from them telling me that the item is out of stock and that I will have to wait 10 days to get my money back. CEX is the place to go if you enjoy losing your money for 12 days for no reason whatsoever.

Avoid this place, the warranty is false its never honoured if anything goes wrong with the product you've purchase from them, they never take any responsibility. They also say they test their items.whoever is doing the testing can't be doing it correctly. I used CEX because of there apparent warranty which was attractive but proved to be a waste of time and money. Now left with a £270 phone which doesn't work, it broke the day after. Due to my work circumstances I took it back 11 days later. Either way it states in the terms and on the reciept if phone becomes faulty through normal use and its within 30 days they will repair or replace. Yes off course they will lol. No not at all! They put all the blame on me and said the phone became faulty in my possession, a load of made up rubbish. The phone was not fit for purpose it lasted 1 day. They didn't even take it in for testing, they just tooked in the charge point and claimed water damage as a get out clause. The water damage was obviously from before i purchased the phone but the walthamstow shop manager remained incredibly ignorant. I'm still boiling what waste of time money and a load of stress. Please avoid them at all costs. I feel conned and scammed. Don't use them it will cause u extreme stress.

I ordered a high value item (DJI Mavic 2 Pro with smart controller) when the drone arrived it was missing the smart controller. Needless to say the drone is pretty useless without the controller and was the selling point of this package in the first place. I paid well over the value of this drone without this controller.

After a week of 'investigating' and after assurances they would put right this error. I received an email from 'Maneet in Customer Support' simply stating that they had made an error in store and now I should return the item. At MY expense, time and fuel etc… This was because 'they don't have stock of the controller' this was a blatant LIE as they indeed do have the controller in stock.

SCAM like behaviour and absolutely poor customer service. After years buying from CEX I will not be using them again unless they can rectify this and send me the controller I have paid for.

*** UPDATE Poor excuses and reluctance to rectify this error by sending the advertised product have resulting in me escalating this to trading standards. I have never known such and inept customer service, putting all the responsibility on the customer instead of taking the responsibility themselves. DISGUSTING.

Never again first purchase dirty scammers cancelled no explanations,
Say there products don't come with chargers hoe the hell can you use the appliance!
Avoid at all costs

I spent £68 on 2 games and 2 controllers and none of them work!
Don't you check the products before you sell them on for profit?!?