“The cex in eatbourne are just lazy and clueless, went to sell a ps4 and they said they can't buy as the system was corrupt, but all it needed was an update, I took it somewhere else and sold it for £20 more than offered at cex, and was told it was in mint condition. Staff just looked bored and uninterested, always traded before here but never again.”
“This is a warning for anyone considering buying online with CEX. Don’t do it without reading this first.
I’ve had the most stressful four weeks of my life after buying a phone online. It went missing due to a Royal Mail mix-up and the post office allegedly losing it.
It only took CEX nine days to refuse a refund, all while avoiding doing the right thing and losing a customer for life.
Four weeks later after fighting the Royal Mail and the Post office and insisting CEX was responsible. I had already had to buy another phone while fighting this. I then unexpectedly received the refund when I proved it was their and their only responsibility.
Avoid CEX, it’s simply too unreliable a business to rely on.
In 2025 this is not how customer service works”
“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.”
“Hi thanks for the opportunity to review... well I received the phone next day delivery ace... but that's as good as it got... id bought this S24 plus B grade phone and when I opened the box I was deeply angry and upset ... it was covered all over the screen over 20 small dents and small cracks... like someone had been keeping it in their back pocket next to keys and coins... well 2hrs after receiving it and as soon as I finished work I raced straight 2 nearest CEX shop to hand it back for full refund and I will say at first I met considerable resistance and reluctance to process my request.... a B grade Cex phone is only ment to have minor cosmetic damage to the screen not as I describe above... so the grading must work both ways ie buying and selling.... after alot of persuasion I did get a full refund.... and the manager at Blackpool Cex agreed with me the phone should have been graded a C when selling it...which I bet it WAS graded when it was accepted by Cex... but then Cex choose to try and sell it as a B.... scandalous.... so beware when buying B grade phones from the Cex shop I say”
“After my withdrawal request was denied, I was unable to access my trading account. In addition to being quite frustrated, I was worried that I would lose my investment in this circumstance. Similar account issues are encountered by many investors, which can cause them to lose faith in trading platforms. However, after I contacted them
C O V S E C L T D effectively assisted me in getting all of my cash back.”
“Two Faulty Orders, Terrible Customer Service, and a Nightmare Refund Process
I don’t usually leave reviews, but my experience with CeX has been nothing short of infuriating.
I ordered two items from them – both arrived faulty. That’s a 100% failure rate. For a company that claims to “test” and “grade” its products, this is unacceptable. What’s worse is how difficult it has been to get even a basic refund.
I contacted customer service twice – once when the first item was delayed, and again when the replacement arrived defective. Instead of helping, I was criticised for raising “multiple tickets.” Excuse me for trying to get support when your products don't work.
It took nearly a month of back-and-forth emails to sort out what should’ve been a straightforward refund. Even now, I’ve only been refunded the original amount (and it took far too long), despite the fact that buying a working version of the same product elsewhere has cost me more. I asked for compensation for the difference – which I’m entitled to under the Consumer Rights Act – and was arrogantly offered a £10 voucher instead. A voucher. After all of that.
The customer service was condescending, dismissive, and completely unwilling to acknowledge the law or take responsibility for the poor quality control.
Avoid CeX if you value your time, your money, and your sanity. A truly exhausting experience from start to finish.”
“Please be wary of this company as they scammed me out of my hard-earned money and even accessed my bank account without my knowledge, resulting in serious financial consequences.
I was simply trying to improve my life through investment, but this company ruined it. They should be investigated and shut down.
I was lucky enough to get help from Doris Ashley, who quickly and effectively assisted me in recovering my lost funds.
If you’re in a similar situation, you can reach out to her at
Email:(dorisashley71 (@) gmail.com) or contact her via.
WhatsApp at +1--(404)--721--56--08 for a reliable resolution.”
“I bought AirPods Max (USB-C) overear headphones- Midnight A, order number:
18551983 in December and it was attached to someone else's account!!! I immediately stopped as I felt that was very odd. I took it back the VERY NEXT DAY and they said l'd get my refund after internal investigation to confirm from whom the fault was from. After not hearing back, I went back to the store where the staff from the originating store (Kingsheath) said the fault wasn't from them. That frankly isn't my problem because obviously no one wants to take responsibility as no one wants to get fired. Rather than take responsibility for this incompetence and lack of due diligence, CEX is refusing to refund me insisting that the fault is mine! WHY WILL I PAY £412 ONLY TO RETURN IT FOR SHI** AND GIGGLES!!! Please avoid and avoid!!! I just want my money back!!!”
“Rated 1 out of 5 stars
Very poorly run franchise
Pretty poor franchise, And very badly managed shop.
I Have used sparingly until recently, but they just go from bad to worse…so now not at all!! Quite simply there are far better professionally operated CEX franchise stores 20 minutes away from Horsham, my suggestion is go there! Avoid this place!
Why???
I’ve bought a £500 pound consoles from Horsham and the serial number didn't even match the receipt they gave me, thankfully i check this stuff or you can kiss your 5 year warranty goodbye! Especially if you miss that mahoosive oversight on their part!! I spotted it within hours of buying and had it rectified immediately. My advice is if you must go here is to Please Check everything, Ive had them tell me they don't buy certain things i can see on the website they do, and I've then gone into the Crawley store and they are more than happy to buy them, and curious as to why Horsham didn’t. Possibly a lack of skill in product knowledge? though It is apparent from your first experience of the store just how lacking the whole skill level of the store in general as a whole. dirty and disorganised. How we do one thing is how we do everything kind of vibe.
So my advice is Please check your trade in goods, Get it double appraised in different CEX stores, they will fail perfectly good stuff here quite often, and have strange reasons as to why, Often gets lots of laughs in the other stores because I always leave Horsham test sticker attached, I say Ive triple checked this myself and they are wrong, the other stores check it and say yes indeed they are wrong, it’s perfectly fine and we will buy it. Multiple occasions that one has occurred and its always a product that was refused at the Horsham store, Ive also used the online option with these refused products and they passed at the main warehouse and also got purchased so it says a lot about this store in general.
If you put anything in to test or fix then expect to wait more than a day! they a super slow in that department, Nothing ever happens in Horsham the same day, Even if your the first customer of the day at 9am! No joke. Lastly though quite important for a lot of people doing small trades, if you want the actual physical Cash like they state on the advert “we pay cash today” and not a voucher, then i hope your willing to fight for it, as in this store You will literally have to lie and tell them you don't use email to get physical cash paid to you from them, If you don't lie to that affect the will 100% aggressively insist it is done online, even stating they don't have the cash so it can only be done online! or you come back another day. Where they will try the same tactics again. So all in all, given they have substantial floats in these shops at all times because they pay cash for goods, Its Really bad aggressive selling tactic and Bad practice for any store that states we pay cash today!
All in all, Better stores around folks if you’re selling or trading to CEX.
I rarely do this but this place clearly needs sounding out for everyone else as it’s really that bad.”
“We visited your lakeside branch on Saturday 25/01/2020 we exchanged some dvds for a voucher and with top up purchased a honour 10 mobile phone, after using the phone my partner noticed that the sound keep going while watching YouTube and Spotify, we new it was still in warrenty so brought back the phone on Saturday 15/03/2020 they had to do the usual checks on the phone we returned after 40 minutes to be told the phone was tampered with and the bottom right hand side of the phone had been 'pulled off' we explained that the phone hasn't been touched and because we still had warrenty we come back for you to fix it! Or a refund/exchange the staff members decided we're very rude and didn't want to help in the slightest! After reading alot of reviews on your website I have seen similar responses that it is the customers fault when the product hasnt been touched! I would like a responses and aren't checking the products correctly before being sold on and then blaming the customers for the damage! I would like a response back on the matter other wise it will be taken further action.
Shauna”
