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CeX customers left out of pocket after tech firm delivers faulty items

A number of shoppers have been left out of pocket after purchasing items from the second-hand tech store, CeX that haven’t turned up, according to an exclusive report for This is Money by Which?.

Some customers, including key workers, have reported receiving faulty items according to the consumer group, while others have not received online orders at all.

It comes as more and more are having to rely on online retailers for phones, tablets and game consoles during the isolation period, as they are unable to purchase goods from physical shops.

Donna, a mobile carer and key worker, is one such customer who has been left disappointed by CeX. 

CeX has been accused of delivering faulty items or not delivering customers orders at all

CeX has been accused of delivering faulty items or not delivering customers orders at all

CeX has been accused of delivering faulty items or not delivering customers orders at all

She purchased a £600 mobile phone from the CeX website, paying for next-day delivery and taking time off work to ensure she’d be home.

Donna, from Tyne and Wear, said: ‘I’m literally desperate for a new phone. I’m visiting vulnerable clients and need a phone to ring ambulances. 

‘My current model only lasts for an hour off charge and I can’t afford to buy another one.’

However, the parcel did not arrive. More than a week later, the tracking status still said the parcel has been dispatched but not yet delivered to the Royal Mail.

Who are CeX?

CeX is a high street chain of shops that buys and sells second hand goods, specialising in tech and gaming equipment. 

Standing for Complete Entertainment eXchange, the firm started in 1992. 

Customers can bring items they are looking to sell in store, which CeX will purchase and then try to sell on for a profit.  

It now has 380 shops in the UK and more than 100 abroad. 

CeX told Donna it will look into her case if the parcel still hasn’t arrived 14 days after she placed the order but Donna said it wasn’t good enough.

She said: ‘It’s not my problem that they’ve lost the phone or don’t know where it is. I just want my money back.’

Donna ended up making a chargeback claim through her bank, who were able to return the money to her account.

CeX told Which? it regrets courier delays and is following commonly accepted procedures for delayed items in line with courier guidelines.

Meanwhile, another customer was disappointed to find the phone they had bought in-store was faulty.

CeX told the customer they would be able to return the item by post if stores closed due to lockdown restrictions. 

Custom= ers are having to do most of their shopping online at the moment, due to the lockdown

Custom= ers are having to do most of their shopping online at the moment, due to the lockdown

Customers are having to do most of their shopping online at the moment, due to the lockdown

However, after their stores did close, the customer was told he would have to wait until shops reopened to get his money back.

The customer, who wished to remain anonymous, said: ‘It was a blow. Now is not the time I want to be short of that kind of money. 

‘I’ve got an £80 phone just sat there and I can’t return it or use it.’

CeX said it’s unable to take store returns by post and has never offered this service saying it has extensive testing systems in place for all products.

Chris, another CeX customer, splashed out £370 on the site but didn't receive his parcel

Chris, another CeX customer, splashed out £370 on the site but didn't receive his parcel

Chris, another CeX customer, splashed out £370 on the site but didn’t receive his parcel

However, other customers are still not receiving their items. 

Chris, another CeX customer, splashed out £370 on the site but didn’t receive his parcel. 

He looked on CeX’s social media channels and found a series of complaints similar to his.

He said: ‘It was a bit of a rabbit hole really. I looked at the complaints from other upset customers and had that sinking feeling in my stomach.’

Chris, 33, from Birmingham, opened up a PayPal dispute after not receiving his order but eventually managed to secure a refund after he contacted CeX’s chief executives. 

He said: ‘The complaints procedure is very difficult. Anybody buying from CeX really needs to know their consumer rights.’

After receiving the refund, Chris’ parcel arrived faulty 18 days after he placed the order.

Other customers have also taken to social media to vent their frustration at the firm. 

This customer said he has now received two broken phones in a row from CeX online

This customer said he has now received two broken phones in a row from CeX online

This customer said he has now received two broken phones in a row from CeX online

A CeX customer said he has been waiting two weeks for a delivery & doesn't know where it is

A CeX customer said he has been waiting two weeks for a delivery & doesn't know where it is

A CeX customer said he has been waiting two weeks for a delivery & doesn’t know where it is

One customer said he was 'not a very happy customer' after his delivery didn't arrive

One customer said he was 'not a very happy customer' after his delivery didn't arrive

One customer said he was ‘not a very happy customer’ after his delivery didn’t arrive

This Twitter user has also been waiting for a delivery & says their tracking number doesn't work

This Twitter user has also been waiting for a delivery & says their tracking number doesn't work

This Twitter user has also been waiting for a delivery & says their tracking number doesn’t work

What to do if an order was late or faulty

1. Your rights: If your product is faulty, you have 30 days to reject the item and ask for a refund, repair or replacement.

If you are outside the 30 day window, you have to give the retailer an opportunity to repair or replace the item before asking for a refund. 

The retailer has 30 days to deliver your parcel, but if you’re tired of waiting for an online order, you can exercise your right to cancel.

2. Cancelling your order: Under the Consumer Contracts Regulations you can also cancel orders for most goods bought online the moment you place your order until 14 days from the day you receive your goods, and get a full refund.

If you paid for special delivery, and the parcel doesn’t arrive in the agreed timeframe, you are entitled to get this money back too.

Some couriers are running delayed services at the moment due to the coronavirus outbreak, so it’s worth bearing this in mind when placing orders. 

3. Make a claim: If you paid by credit or debit card, you may also have extra protection.

If you paid with your credit card, you can make a claim with your credit provider under Section 75 of the Consumer Credit Act. Whilst, if you paid by debit card, you can make a chargeback claim with your bank.

If you have home insurance, you may also be able to make a claim with your provider depending on your chosen cover.

Meanwhile, if you raise a PayPal dispute, don’t be pressured into closing it. 

Had a problem with CeX? Get in touch: grace.gausden@thisismoney.co.uk 

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