CeX Reviews

2.09 Rating 373 Reviews
25 %
of reviewers recommend CeX
Merchant Metrics
Shipping & Delivery
Delivery Methods
Postal Service
Average Delivery Time
Within 5 Days
On-time Delivery
Greater than 81%
Accurate And Undamaged Orders
Greater than 65%
Customer Service
Communication Channels
Email, Live Chat, Telephone
Queries Resolved In
6 - 12 Hours
Returns & Refunds
Refunds Process
Returns Process
Could Be Better
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CeX 1 star review on 9th September 2020
William Ryder
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CeX 1 star review on 3rd September 2020
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CeX 1 star review on 3rd September 2020
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CeX 5 star review on 20th July 2020
Piotr T.
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CeX 1 star review on 21st May 2020
Leo Abi
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CeX 1 star review on 15th May 2020
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CeX 1 star review on 9th December 2019
mark j e
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Anonymous  // 01/01/2019
My partner purchased a phone for me on 23rd of December, paid £650. Took it back today as it’s the wrong network and not open. Unable to exchange the phone for the same model or anything close to the same value. Was offered £420 trade price for it on a gift card for this store. Ridiculous company policy in place. We had the receipts and guarantee. Only reason we waited was as it has been over Christmas and new year. After explaining the situation they said it was nothing they could do. So In the matter of barely a week we lost over £200. I would never use this company again, would also advise everyone to stay clear. They’re policy is a disgrace.
Posted 8 months ago
One order cancelled after 4 days, other order cancelled after 3 days. You know how CeX works? After item purchased online, they waiting another 3,4,5 days to see if the same item would be sold in store. If sold in store, they'll cancel online order. If not sold in store in 3,4,5 days, they'll dispatch the item to the ydiot bought it online. In that case this is not a serious company. Think that someone bought an item from you, after that your customer can lose auction or other similar items from other platforms, then, surprise : your order from CeX has been cancelled after 3,4,5 days. If sold in store, take it down from website. If sold online, don't continue to display the item in store for another few days. Again, this is not serious company. Last order number cancelled 8220117
Posted 2 months ago
Posted this on CEX site to inform future customer of potential 2 Year guarantee failures. I expect it will be moderated off their reviews site.

Just hope you never need to use the 2 year guarantee. My daughter bought one because I was under the impression that the company would honour the said guarantee but I was wrong. After about a year the computer failed to boot. I took it to our local store where they said they would check it over. A few days later I had a phone call telling me that the computer had liquid damage and a cracked battery fixing that the store manager said was not present at the time of sale because he checked the initial buy in inspection report. Unfortunately this information is not available to customers in the form of photographic evidence, I suspect that the shop who bought it in just did a tick box job and wiped the computer over and no such checks were ever carried out. I was fuming as I was unable to prove that any of what I was told was accurate and correct, all I can say is that I am aware that Macs have liquid indicators on the logic board and they can slowly change colour with mild humidity over a long period of time. I took the computer to an independent mac repair specialist and on opening it they found NO sign of liquid damage, and the plastic clip fracture which was securing the battery I was told was a common issue with the heat which is generated in this component and not someone poking about.
The repairer tried changing some of the chips on the board but this still failed to resolve the issue. We settled for a replacement logic board at the cost of £180. The computer is now fine.
I was going to take the company through the small claims court but I was sick to the back teeth with their sharp unverifiable get out of warranty claims practice and didn't want to push up my blood pressure dealing with them.
Looking back I should have insisted that the computer be opened up in front of me and show me where this damage was and along with the so called buy in inspection report but these checks are done in the shops own time while you are out of the way.
The Mac engineer that fixed it for me told me that he had tried to sell a laptop to CEX that he had stripped and cleaned and checked that it was all OK. When he went back to check for their buying offer price they told him that a USB port was physically damaged and that the computer was not worth much. He knew that the computer was in perfect condition when he gave it to them but couldn't prove it. Why would you expect to need to have photographic evidence. I'll leave to conclusions up to you but I know who I believe.
I hope you Macbook has a long and happy life but be VERY VERY AWARE if you have a problem with it and expect some sort of warranty redress.
Have a look at the comments on the Internet about this company, you will find many people experiencing the same sort of sharp practice as I received.
I for one will NEVER NEVER NEVER have anything to do with this company again

On posting this reply I tried to use the nickname Mr Unhappy but the system said it was already used .... what can I say!!!
Posted 2 months ago
CeX don't even deserve 1 star. I took an iPhone back the same day I purchased it with the receipt and they would not exchange it or refund me. It was locked to an iCloud account and unusable and they just said we checked it so no. It's obvious they did not check it before they sold it and I'm out of pocket. They are not a ligit company, more like a criminal outfit.
Posted 3 months ago
Buyer beware!!!!!!!!Worst retail experience my wife and I have ever experienced. I bought a second hand I phone 7 from from the Dunfermline store around 6 months ago. It was rated by them as a B grade product due to the scratches on the screen and to the back of the phone which I was happy with as It would be in a case and have a screen protector so they wouldn’t be visible. After some time the screen began to show fault, flickering at the bottom intermittently. I thought this wasn’t a problem as I had a years warranty??????!!!!!!! Nope!!!! I took the phone back to the store in the Kingsgate shopping centre where the staff were so absolutely useless and completely unhelpful. The manager was off that day so I was asked to contact him the next day. After speaking with him he told my wife and I that they couldn’t do anything because there is a crack on the screen. They insisted that I had damaged the phone in some way and this issue was due to a crack on the screen that I had caused. This is not correct. That’s exactly how I brought it from you! Does this meen you shouldn’t have sold it in the first place? Absolutely mental. I am in discussions with the financial ombudsmen currently. You will here from me very soon!
Posted 7 months ago
Need to get website sorted out as it says stuff in stock at stores but when u travel to them it’s not there, was explained to me by member of staff in 3rd shop I had been to that if it don’t say buy now then it’s not available so why show stock in store if you can’t get it????
Posted 8 months ago
took a broken xbox back after 6 month. wouldnt honor the warranty refused to even look at it. managed to sort it myself once i got it home. anyone in a similiar sitution sould file a small money claim online/small court claim easy to do and only cost £20. you can even sue for the money to get it repaired elsewhere
Posted 10 months ago
Bought a iPhone 6 months ago, it started to not work so returned just on the 6 months to the day! They confirmed faulty, gave me another phone last week, had phone 1 day and noticed not holding charge, was away at the till today, returned, but told my phone had been water damaged ! This phone has not been near any water steam or anything, it must have been damaged when given to me last week! Although they say they have replaced the battery today! I am disgusted and wish I got a refund for my previous phone now, as I now have no warranty on my phone!
Disgusting service, my 85 year old mother whose phone it is being accused of damaging it! Just a joke!
Posted 11 months ago
Ordered Apple Watch Series 3 with Cellular online.

Item received Apple Watch Series 3 without Cellular. No way of contact Cex by phone and no replies to emails and I live no where near a store.

Shocking service. I certainly would not recommend them unless you want to buy an item and get something different delivered and have no way of returning.
Posted 1 year ago
My son paid £130 for a mobile from the Salisbury CEX branch 27/06/19, within 6weeks it was obvious that the phone going very wrong; on returning it to the Salisbury CEX my son and I were informed that we would have to accept a CEX credit note, as cash repayment is not possible, I refused the credit note and reiterated that I wanted the money, "well! That's not going to happen; you can keep the phone if you like" the 'person' who claimed I was in 'HIS' shop, kept telling me to leave, that I was barred, that I would behave and speak as he dictated; Do NOT buy from these disreputable scoundrels, thieves and liars, liars and thieves
Posted 1 year ago
I took a Nintendo Wii to cex wythenshawe to sell told me to come back in 30 mins they changed the Wii for a tatty scratched one so that I would not get the £28 and only gave me £23 very bad people I will not use cex again iv been going for years but never again. I should of called the police.
Posted 1 month ago
I bought a smartwatch. It was second hand and I was assured it was a good price and that I would pay much more for a new one.
I was lied to. In fact they had charged the same price as a brand new watch!
To add to my distress, the watch was faulty and still had someone else's data. I have made 2 return visits to the store to be told I had to wait until they had " tested" the watch. I am still waiting for the refund I am entitled to.
Dont fall for CEX's lies about pre owned goods at fair prices!
Posted 2 months ago
They don't even deserve half a star. I Went down to buy Doctor Sleep 2 disc bluray + UHD for £25 which contains an extended directors cut on the second disc so asked to look at the discs and it was the normal edition with 1 disc and 1 UHD. They had this in HMV new for £14.99 and also at zavvi. They blamed it on the seller and said thats how they got it but the tray was only for the 2 disc so it was obvious they was just trying to sell it off as the rare limited version. It still remains listed on the site as well so they are still trying to sell it. Ive also had problems in the past with photo copied covers and missing booklets which was printed on the cover that it contained. I always double make sure of everything if I ever buy from them but really they are to be avoided.
Posted 2 months ago
Ripping customers off with cash sale prices, buy a DVD from you 3.00, sell for 10.00, buy a DVD from you for 0.01 (yes really), sell for 2.50.. I understand they have operating costs and profit, but never used to be this bad, in the past they would buy a DVD at 4.00 and sell for 6.00 for example. Be wary and check the sale price, often they are the same or more than a new one!. Ripping customers off both ends.. Just saw they buy an iphone for 117 and sell for 235.00. Come on. Taking the pxxx or what?
Posted 3 months ago
I sent a mobile phone which was in pristine condition and perfect working order but they claimed it had a cracked case and classified it as "non-working". The value was thus reduced from £15 to 1p. It was sent well-packed so unless it suffered very rough treatment and had arrived in damaged packaging which would have been claimable against Royal Mail I do not understand their response. Beware!
Posted 3 months ago
would not recommend buying from here , my item came completely broken and they did not offer a replacement even tho it had a guarantee . over all bad experience. do not buy from here
Posted 3 months ago
- fake reviews on mainstream sites eg google / trustpilot
- will do anything to ignore retail law and avoid having to refund
- remember your bank can charge a transaction back even if CeX refuse to refund. they think they can make their own rules up eg 'you can only have store credit'. i had to follow this route after getting nowhere with customer services.
Posted 4 months ago
Totally get that you are working with less staff but why not close orders so you can cope? At the moment you are buying and selling and getting inundated making a pretty poor experience for everyone involved.

It's totally unacceptable to keep taking in orders and trades with no ability to actually complete these in a reasonable and quoted time frame, They are now saying payment will slip from 7 to 14 to 21 days and even then I'm not convinced. ZERO warning on website.

This seems more like a cash flow issue than a staffing issue. They never 'test' games in store just check and pay. I fear they may be struggling for for-fill payments hence delays.

Support only responded as I called them out on Twitter.

In short: Slow Service Poor Customer Service Wont use again and COVID19 excuses only go so far
Posted 4 months ago
I wish I had read some reviews before I brought from these. I took lots of items into Cex for my 11yr old son as he want to save for gaming pc which we were going to buy privately. We had £214 for goods. Staff asked son what he was going to spend money on he said gaming pc. How do i wish we never had that conversation! So long story short we went by the staffs advice and ordered one. Son so happy when it arrived untill we opened box! Which was a bog standard office pc! I was not happy. Took straight back to Cex all I wanted was a refund but as we paid in voucher as was talked into buying from them we couldn't have one even though I was told this was a gaming pc so I had no chose but to add another £220 towards another where I was told was a gaming pc this time but was coming from another shop and being delivered! When arrived son was happy excited even though it wasn't in best of condition even though grade B! 8wks down line the line pc won't update won't reset and has black screen when try any! Been in contact with Microsoft done everything they told us but still don't work. So I'm not happy to say the least and son well he is heart broken and has not gaming pc that works in this period of current lockdown. Sent email to CEX yesterday stating I want a full refund and pick up of this unsable pc. Will keep you updated on answer. Very very disappointed customer.
Posted 4 months ago
Here is a company who will pay a member of its head office staff; Imran; hundreds of pounds to reject warranty claims despite the cost of handling the claim exceeding the cost of the goods. Why they continue to be aloud to trade or why anyone in their right mind even darken's their door steps is now a mystery to me. If you want to have a bad experience 'Buy from CeX'.
Posted 5 months ago
CeX is rated 2.09 based on 373 reviews