CeX — Local services in London

Not Safe to Buy from CeX – Hidden Risks and Questionable Policies

After years as a CeX customer, I’ve reached the conclusion that purchasing from this retailer is not safe. Their grading system, refund policies, and customer service practices expose buyers to hidden risks that are rarely disclosed at the point of sale. I’m genuinely concerned about whether CeX complies with UK consumer protection regulations, given how often their policies seem to favour the business over the customer.

Here are just a few examples from my personal experience:

Mac Mini M1 (Grade A) I purchased a “Grade A” Mac Mini M1 using CeX vouchers. Grade A should mean excellent condition, nearly new. The shop assistant assured me it was fully working. However, Apple’s website showed the device was over a year old, heavily used, and had visible scratches underneath. It came with the box and power cable, but based on its condition, it should have been graded B.

Huawei GT Watch Trade-In I sold my well-maintained Huawei GT watch, which had never used its original strap and was in excellent cosmetic condition. CeX graded it as B. The next day, I saw the same watch displayed as Grade A. This inconsistency raises serious questions about their grading integrity.

Apple Watch Order online Using my voucher, I ordered an Apple Watch online. CeX sent me the wrong model—possibly hoping I’d accept it. I returned it, but contacting customer service was difficult. They eventually refunded me, but only partially in cash (for the amount I paid) and the rest as a voucher. I ended up buying the correct watch from a local store.

Faulty RAM Purchase I bought RAM from a CeX shop and was told I had 48 hours to return it. It turned out to be faulty. When I returned it, they said they’d inspect it overnight. If faulty, I’d get a cash refund; if not, only a voucher. I had paid in cash and argued that a refund should be in the same form. They insisted that issuing a voucher was “company policy.”

This kind of policy is deeply unfair. Imagine spending £1,000 and being forced to accept a voucher instead of a refund. CeX’s practices leave customers exposed and unprotected. I don’t think the year warranty offered is really realible...

AWFUL experience today. I’ve been going there for years, sold a laptop, smartphone, two tablets and a lot of PS4 games over the years - they never paid anywhere near what the items (except for the PS4 games all in great “as new” condition - unwanted presents etc) were worth but that was ok, after all it is a second hand shop and what can you expect. But today I sold a well looked after rarely used XBox One and a TomTom which we used on a road trip all over Europe. I was told the items needed to be tested and can I come back three hours later. When I returned they claimed the XBox One controller “wasn’t working” so they will only pay £23 for the console instead of £58. Are you joking? £23 for a XBox One console in almost new condition??? The controller was working fine at home. Then the TomTom. They claimed it is “the UK version” and not “the world wide one” so they pay only £11 for that. Excuse me? We used that TomTom all over Europe, including France, Belgium, Germany, Austria, Slovakia and Hungary. Didn’t know these countries were part of the Uk!!! So basically they called me a liar saying I was wrong and the TomTom is Uk only. Staff (especially the girl who served me) were rude and kept talking and joking with one another instead of answering my questions. I will NEVER go back there!!! You have lost a good customer. AVOID at all...

this place surprised me a lot with the vast variety of second hand items. I went to buy speakers for my monitor. As it was not a scheduled visit, I did not know which attack my monitor had as I was not even an expert. There were three shop assistants chatting and laughing, despite the same looking for a while it took them a while to ask me what I needed. Two of them seemed friendly enough but the guy I spoke to was the rudest salesman I ever spoke to. I showed him the photo of the monitor found on the internet with the name of the monitor as well, telling him that I didn't know which attack he had and that I was simply looking for speakers. he replies in a very irritated and angry way "but if you don't know what attack it has how can I help you?" the other two salesmen seeing how he was behaving talked to me telling me that most likely Samsung had the aux attack, then they told the aforementioned where they were. he once again with an irritated and whipped air asks me "but how do you want them big or small" I reply that I was simply looking for speakers. he snorting takes me to them and points at them with his hand and goes away. needless to say that I will never go back in this store. I have never been treated like...