Where do I start with this outfit! I bought a preowned Samsung Galaxy S22 and chose a Grade B device. The reason for choosing a Grade B device was the price difference and also my partner had recently bought a Grade B phone from them and, cosmetically it was in superb condition. Anyway, the device arrived without any charger and with the screen covered in scratches. I contacted CEX to highlight that I had ordered a Grade B device and to my disbelief, I was informed that the device I had recieved was, according to CEX, in Grade B condition. Anyway, let's move onto my (attempted) trade in of my old device. Rather than try and explain the circumstances, I feel it would be easier to just copy and paste the email exchanges with their customer services. Dear Sir / Madam, I recently checked the CEX website to enquire how much i may get for my old phone (Samsung S9+). I was quoted £100 for my phone being in a Grade B condition. As I was content with this price, I booked it in to be dropped off at my local CEX store at Cameron Toll Shopping Centre, Edinburgh. I attended at the store this afternoon and spoke with the store manager who introduced himself as Craig. Craig checked the phone and questioned why the back was a different colour from the edges. I explained that I had the screen replaced a while back and, after consulting with a couple of his colleagues, he stated "I'm going to make the call and say we'll accept it". Craig did explain that as I didn't have the charger the price would be reduced by £5 and as the back was a different colour, it would be reduced to a Grade C resulting in the price being dropped to £80. Although this was significantly less than the original offer, I accepted after which, Craig proceeded to complete the paperwork. Once completed, Craig informed me that I should recieve a confirmation email shortly however he also provided me with a paper receipt. I thanked him and he informed me that the money should be in my account by Tuesday 17th at the latest. However, as I was about to leave, he stated "we can't take it as the back is a different colour" I was stunned by this and explained that as far as I was aware, the transaction was already complete. I also pointed out that he had clearly stated that the phone would be accepted. Although he stated that the phone was still to be tested, surely these tests are to confirm that the device is in full working order, NOT a cosmetic check as this had already been completed and agreed by Craig himself. When Craig attempted to hand me the phone back, I obviously refused to accept it as the transaction had been completed and I felt this was completely unacceptable. Craig then calmly stated "well, we will store it here for two weeks then we'll send it for destruction". If I had been told from the outset that CEX we're unable to accept my phone, I would have been disappointed however, able to accept the decision. However, given the way this situation has unfolded, I feel this is completely unacceptable and feel extremely harshly done by and would hope that CEX do the right thing and honor what was initially agreed in store by manager Craig. As he has stated that the device will go for destruction in 14 days time, I hope this matter can be dealt with as urgent and in a timely manner. I look forward to your response in early course. Robert H Duffy .....their reply! Hi Robert, ​ Thank you for your continued patience while I was getting this investigated. ​ On reviewing this with the store management team, it appears to be a breakdown in communication from the staff member when the phone was originally inspected. Our store team has apologised for any miscommunication, and they will speak to the staff in question to provide the required training in order to avoid any repeated instances in the future. ​ I am afraid we are unable to accept this phone, and our staff informed you of the same before leaving. I request that you please collect the item within 28 days post which it will be processed/recycled as per our abandoned stock policy. ​ In case you are unable to collect it as per the specified timeframe, do let me know the exact date and time of your visit, so I can notify the store accordingly. ​ If there is anything else I can help you with, please let me know and I'll be happy to provide further assistance. ​ Regards, Sagar Senior Customer Support Associate All that's left to say is AVOID!!!