I bought a £485 voucher from CeX and they failed to send it to me. I spent 14 days going back and forth with customer support, getting copy-and-paste replies, being blamed for their own internal system error, and receiving unusable documents instead of an actual voucher. I eventually went to a CeX store to try to sort it out. The staff kept saying “I don’t know” and had no idea what to do. Then, when I mentioned that my lawyer had already drafted a Letter Before Action and would be sending it that day, the issue was magically resolved within a minute. This was the worst customer experience I’ve ever had. I dealt with customer support associate Evalina, who was unhelpful and dismissive throughout. What could improve: CeX needs to train their staff properly, fix their internal systems, and stop forcing customers to threaten legal action just to get a basic issue resolved.