I ordered 2 games from their website using one of their own credit vouchers. A week or so later, the first game arrived in a very thin parcel which definitely only contained 1 game as there would not have been room for any more. I did not think this was unusual, as their own website stated that games may be dispatched separately as they may come from different stores. However, after a few more weeks when the second game did not arrive, I chased it with CEX (something I was only able to do via their website/email as they have no customer service telephone number to speak of). Initially a handler named Doris responded very helpfully that she would chase this up with the store responsible for dispatching the games, however, the subsequent emails quickly turned accusatory with phrases like "As you claim you haven't received one game" and "the store has confirmed that both the items were sent in the same parcel". The handler seemed fixated on the condition of the original packaging that the first game came in, which i confirmed i had since thrown away as i expected the 2nd game to follow separately but was in perfectly fine condition. The handler was also extremely reluctant to escalate this to a manager, instead attempting to pacify me by stating she would "pass it to the central team to investigate" repeatedly. When I was finally able to deal with a manager (again by email only) an individual named Cheryl repeated the previous statements of Doris affirming that the store said they sent 2 and, if i don't have any pictures of the original packaging, then they can't help me any further. I feel the way I've been treated by this organisation is disgusting and I don't know how they expect me to prove that I didn't receive a game. Surely the onus is on them to prove that they sent the game, however, they have declined to provide any evidence of this or even explain what checks were made. I have been repeatedly made to feel like a liar who is trying to get a free game and clearly this company are much more inclined to believe their employees over paying customers. This company has made querying this issue, and complaining, as difficult as they possibly can and it has had a serious impact on my mental health. I wouldn't reccommend anyone order anything from this website.
4 months ago
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CeX has a 1.98 average rating from 473 reviews

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