CeX — Local services in Bath

I have had a terrible customer experience with incredible bad attitude of staff.

I bought an iPad on line which was dispatched on 17/01/22. I paid £510. I thought I had bought an iPad that could take a SIM card and when I bought a SIM card today I found out that the iPad is only Wi-Fi enabled. The reason I did not check the SIM card position earlier is that I had surgery in January and I am only recently back on my feet.

I went into the Bath store today and asked if I could sort this out by exchanging for the correct iPad. I offered to pay a reasonable amount such as the difference between what CEX would sell my current iPad for and the cost of the new iPad.

I was told that all CEX could do would be to offer me £200 as the trade in value for the iPad. I queried why the iPad had so significant,y dropped in value and was told this was the profit CEX wanted to make. I explained that I did not think this was reasonable given I have only had the iPad for a few months and that to lose over £300 for a simple mistake seemed unfair to me. I The girl who served me seemed to find it amusing I had made a mistake and said there was nothing they could do to help me. Being smirked at by her was not great and really unprofessional of her and it was demeaning.

I then asked to speak to the manager. The manager was behind the counter and had heard the previous conversation. He got aggressive and said there was nothing they could do to help. I asked for details of who I could contact in customer services to seek to sort this out and he refused to give me:

any details of how to complain his name The name of his boss

He claimed he could not do this for data protection reasons. I know this response is incorrect and he was clearly being deliberately unhelpful. As I left the store visibly upset by how I had been treated, he shouted after me “ have a good day” in a sneering voice in front of other customers. I then burst into tears and said that it was completely unprofessional and wrong to treat a customer in this way. This was a was a completely unnecessarily humiliating and demeaning experience...

Unbelievably bad. Went in at 1030 with an as new ASUS Zenfone Max Z010DA, complete in original packaging with all accessories. Mumbling boy took an age to say that it was clearly A grade but I needed a UK charger (even though that was not how it was delivered originally) and that he'd have to send for the price, and could I come back in 20 minutes. So, went home for alternative charger and returned an hour or so later. He was just leaving but had clearly not done anything about it as very good female assistant had to send away again for a quote. Returned half an hour later and accepted quote but that it had to be tested so could I return again in an hour and a half. Went for lunch and returned to the news that it was only Grade B because there might be dust in the speakers. So I asked what the new price would be but they couldn't find out so concluded that they couldn't accept it anyway because it was "only partly 4G." It was now 1630 and I'd wasted a whole day and spent more than I'd have got for the phone just for lunch. All of these things could have been found out after my first visit - disgusting abuse of customers time -...

This time, CEX did a great job helping me resolve my issue. The staff was helpful and professional, ensuring I received a working console with all the necessary accessories. I really appreciate their efforts in making things right.

While no business is perfect, I believe that sometimes, products should be thoroughly checked before being sold to customers. It would help prevent the need for exchanges, saving everyone time and effort.

I also felt a little unwelcome this time, and I wonder if it was due to the previous review I left. I hope my feedback was taken in the right spirit, as my goal is only to offer advice for improvement. Customers are paying for their items, so ensuring things are handled smoothly and fairly benefits both the business and customers.

I’d also like to thank some of the staff members who were particularly helpful and kind during my last visit. Your efforts are much appreciated.

Overall, I’m happy with how the situation was handled, and I’m confident CEX will continue to improve and provide great service....