CeX — Local services in London

If you are making a purchase at CeX, do not expect that they will honour the 24 month warranty.

I recently purchased a used Wii U, and felt confident doing so because of the promise that if anything breaks, I can take it in to the store to repair, replace, or refund. During the normal use of the Wii U gamepad, I began to notice that one of the analog sticks wasn’t working quite right. I wasn’t worried though, because I had purchased it with the warranty, and it wasn’t a problem I had caused.

So before the 6-month deadline for full refund, I returned the Wii U and gamepad to the store, explaining the problem. They took the system, and told me it would take 2 days for the tester to have a look. I realised at the store that I had left my Zelda game in the console—they said not to worry, that I could leave it in. Two days passed, no response. I contacted customer service, since the store has no phone number (very inconvenient, by the way).

Customer service took a few days to get back to me, and finally a week and a half after I’d dropped off the console they told me I should go back to the store to ask the tester about the Wii U. At the store, I waited 20-30 min to speak with the tester, until finally a manager just brought the whole console back in a bag, and said that it was a problem I had caused, and that the warranty did not cover it.

I understand now that the gamepad was the most valuable piece, worth even more than the console itself, so of course the store had an incentive not to replace or refund it. I think once they discovered it was something they couldn’t fix themselves, they were just going to put the problem back squarely into my lap. I contacted customer service again, and they took the store tester’s word over mine, and claimed that I had broken the gamepad.

I still don’t understand how it could have been me, I never dropped it or spilled water or anything, just used it normally. But no matter, they didn’t believe me, said it was my problem, and that was that. What really infuriated me after all that hassle was that when I got home, I saw that the game disc I had left in the console had been removed, and placed by itself in the bag, and the console and everything else set on top of it! I carried that bag across all of London, so of course the disc was totally scratched up when I found it. They said they would replace the disc for me, but I simply can’t believe the way a paying customer had been treated. Who puts a game disc by itself in a bag, and then sets a console on top of it? Let alone a professional game tester? Needless to say, CeX has lost my business completely.

Please don’t put trust in the 24 month warranty like I did— just consider anything you purchase to be completely at your own risk. And working with customer service won’t help. They just try to make you feel listened to, while protecting and defending the company’s own interests. No one...

If I could give this review a zero rating I would as I cannot express just how bad this store and it’s staff are, especially the female staff with short brunette hair and glasses, I didn’t care to take her name, all I can do is let you know my experience and you can judge for yourself: so I take an Xbox series x for trade two week ago, they looked at it and accepted the item, I was informed it needed to be sent off for testing and was given a time to return later that day, when I returned, I was told by the staff they couldn’t accept the Xbox as the fan was too dusty. I thought at the time this seems a little excessive given this is a used item and the fact it was visually checked before being sent to test, in any event the staff were not very cooperative so I left angry and confused. I then had the Xbox professionally cleaned and returned to CEX Camden again, probably against my better judgement given my first experience to trade it in, they again visually checked the Xbox once and sent off for testing, I then was given another return time.when I returned at the time given they once again refused the item claiming the warranty sticker was now not flush, to say I was pissed off by this was an understatement given that I fixed the last supposed issue with the fan.

Note this is a used, day one edition Xbox and has no manufacturers warranty anymore in any event, when I questioned this with the same useless lady staff who wears glasses she told me there was also noted a smell of smoke when in use, well it’s been running at home now for well over an hour, I couldn’t smell anything so I asked my daughter if she could smell anything, to which she said no.

It’s clear this store is a complete joke and has no means to purchase high end goods like an Xbox console.

I would highly suggest you avoid this store and it’s staff at all costs, unless your looking for incompetent staff to ruin your day and leave you feeling angry and...

Had a terrible experience in this store today. Went to sort out my AirPods 3 Gen because the ones I purchased from another store been attached to the previous user with enabled tracking. When I came I saw the had same AirPods with a higher grade available, which I decided to take. Double checked with till staff that it has been checked for the same issue I had previously, had a positive answer. No it wasn't, well that's not a problem I thought. Came back they fixed it, I connect them to my phone and HERE THE STORY GETS MORE INTERESTING. Left AirPod is not working. Going back to the same person who served me which was Lorenzo. Put a random track to play he tries and confirms that one is not working properly and the other one is kinda quiet as well. At this point I already spent in store about 2 hours just for a pair of AirPods. Ive asked to have a refund as it wasn't even 48h from the moment of purchase also mentioning that this is not acceptable to sell faulty goods. Lorenzo turned on a dime. In front of other 5-6 customers who been at that moment in the store he starts saying that there is nothing wrong with AirPods and that I just put it WRONG in my ears, making me look stupid in front of everyone. This circus and embarrassment lasted for around 20 mins, bear in mind even a random customer checked those AirPods and confirmed they were faulty. This whole nightmare was sorted by very kind and honest manager (whoever was on a shift on 4/09) and another colleague (not sure if his name was Pav or something). Both of them checked those AirPods and confirmed they were faulty, and I am eligible for a refund. Dear Lorenzo, you need to learn some customer service etiquette otherwise the retail job might not be for you. As the way you interact with people and make them look and feel idiots is...