CeX — Local services in Manchester

Horrific experience because of horrific customer service!

I’ve been looking at trading in my old iPhone for an iPhone 12 for a few days now. I’ve been into the store earlier on in the week to get a value for my current phone and was told when I’m ready that I can come in and they would transfer the accounts and I could walk out the same day.

I checked online yesterday and they had just had a black one come into stock, so I thought great I’ll go on Saturday with a few other items and get it all sorted!

I arrived at 3pm with a few games and a PlayStation camera to trade in and explained that I wanted to swap it all plus my phone for a new phone. The gentleman behind the counter said they would have to test the camera and I would need to come back at 4:30pm once it was done. So I headed out and killed some time in manchester!

When I returned I explained to them that I had come back to trade for the phone and sort everything out. I was told that it would not be possible today as they needed to test my phone first and that couldn’t be done till tomorrow. I explained that I hadn’t been told this before and that I had spent my afternoon trying to sort this out, only for it to be a wasted journey?

When I spoke to the manager (Matt) about it and asked if my phone could be next in the queue to be tested now. He said that wasn’t a possibility because he would have to let people down. I re explained the situation to him and said that it would mean my afternoon was a waste because of something they hadn’t told me about. And his response was “why didn’t you ask about your phone being tested? We can’t be blamed if you have assumed it shouldn’t” I tried again to explain that I had said originally that I was there to trade in my old phone and that no one had mentioned needing to test it but he didn’t want to listen.

I’m honestly appalled! He clearly had no interest in trying to resolve the situation and had the attitude of “well I didn’t say it so not my problem”.

Thanks for...

I recently bought a ipod which I spent nearly 2 hours trying to set it up as it was very slow, it also turned itself off twice took it back the next day as obviously faulty, I was told I have to come back as the needed to check it, I bought a more expensive one which worked fine( took 3 minutes to set up)and said I would return next day to get my refund for the first one. Even the cashier tried to operate the first one and in around 20 minutes he had not got anywhere. The next day I was told it wasn't faulty and only received a credit note. They don't let you check the products as a supposed security measure. Will never use cex again wouldn't refund after having a faulty ipod for 20 hours !! When I purchased the first ipod I also bought a pair of earphones, again they don't let you check the items as I was told people run out of the shop when I got home I opened them and the earpieces were different sizes and there was hairs and dirt inside the cases and headphones. I was going to take them back aswell but gave up as obvious this is how they make there money and would of probably wasted another 5 hours and received another credit note !

....Hey Nev, I'm sorry to know you had an unpleasant buying experience with us. We test each item before purchase to ensure it's fully working and provide 24 months warranty on each item except consumables which covers all the technical faults with the items. However, to honour the warranty on any item, the fault should be replicated during the test.

They must not have tried to connect to iTunes or even attache there gmail account to it because as I said it took over A hour to just register my Gmail account to it ! I will send pictures and in fo to the website even though I just feel it's more of my time wasted as I have been in the shop 3 time in past week and one of the visits lasted over 2 hours when the cashier was trying to get...

Went to trade in some AirPods and was told there would be an hour's wait for them to test them, which was fine. On my return, I was informed that they couldn't accept them because "both the case and the earbuds are linked to separate iCloud accounts".

This made zero sense, given that they've only ever been in my possession and have only ever been connected to the one iCloud account I have.

I then went to the Apple Store to seek advice and was referred to Apple's support number. After logging in to my iCloud account and Apple checking their end, it was clear that the AirPods are no longer connected to my iCloud account and, therefore, should be perfectly fine to sell.

Apple also informed me that there should be no way for CeX to know through their testing process whether the AirPods are connected to any iCloud accounts, and that it's absolutely impossible for both the case and the earbuds to be linked to separate iCloud accounts.

On top of that, it was a 40 minute tram ride each way to try and trade these in today. A complete waste of an afternoon, and a complete waste of my energy.

I won't ever be using this shop again.

Edit seeing as I can't respond to CeX's rebuttal directly: These AirPods were fully removed from my Apple/iCloud account and the FindMy app before I tried to sell them. This much was also confirmed by Apple themselves when I spoke to them. I'm not stupid, I know how these things work.

The fact remains that your staff either made a mistake or simply couldn't be arsed doing their job properly, and that resulted in me wasting an afternoon for nothing. I'm posting this so that other people who might be considering using this shop in future think twice...