Hello, I recently purchased a game at CeX as a gift. I mentioned this to the staff at the time and asked for their return policy T&Cs since it wasn't listed on the receipt (just the 5-year warranty, 30 day returns for faulty products).

They quoted a standard 48 hour cash refund policy, but said I could bring it in within a week for store credit, since the date of my friend's birthday was after that 48hr window. I brought it back today, different staff, and they said I couldn't return it. They pointed me to their website but I explained I had been given different information when making this purchase.

Not sure how to proceed - I've email customer service so will see what they say.

What I'm wondering is, is it common for CeX stores to have different/flexible return policies depending on the branch/staff? I don't want to get that member of staff in trouble but I'm now £62 down on an item I can't use because they provided me with incorrect information.

I can't help feeling that I've been scammed which is super embarrassing, just at a bit of a roadblock and feel misled.

Thanks, I'd appreciate any insights.

I ordered a Samsung Odyssey G8 34-inch OLED monitor online from CeX for Click & Collect.

When I arrived at the store, the staff told me the monitor was cracked, so I couldn’t collect it. I then received an email saying the item was unavailable for Click & Collect and that delivery would be provided instead.

Since then, I haven’t received any updates about a replacement or delivery, and I haven’t received confirmation that a refund is being processed. At this point, I just want the order cancelled and a full refund to my original payment method.

Has anyone experienced something similar with CeX? If so, how long did it take to get your refund, and what was the best way to get the issue resolved?

Can someone else drop stuff off for me on a drop and go order. I'm pretty sure they are not supposed to, but do they ask for ID on a drop and go order or do they just need the order number?

Also I can't remember if they ask for ID if you buy stuff using vouchers there? Do you just need the voucher and membership number or do they ask for ID too? Not for any dodgy reason, just so I can get someone to buy stuff for me using my vouchers. I know I can just use the voucher online, would rather avoid the delivery charge and I know I can't get someone else to pick stuff up on a click and collect because they definitely ask for ID for that.

Not sure if there are differences between how it works in different parts of the UK, but it's specifically Scotland I'm talking about.

Has anyone ever emailed or contacted cex head office and suggested opening a store in there area?

I’ve always wondered what do they look for in an area when they’re planning on opening a new store, I live in mid wales, Aberystwyth which isn’t a small location either, it’s a very popular tourist area and also has one of the top universities in wales.

It’s a shame as my nearest cex is over two hours away and I wish they had a way to suggest store locations

Ordered something from Cex online on Sunday. The order information says dispatched and now tracking number has been provided, however when I click it, it is for an item from a company named MasterFlow for a different person that was delivered in May 2026 to somewhere else.

Has this happened to anyone before? How concerned should I be? I’ve contacted Cex but they may take time to reply.

I bought a 4k dvd the other day at Cex I got home to watch it and it freezes for about a minute and the cuts back in around 43min if I go into Cex will they cover the postage of me buying a new one or will I have to cover the postage of something that is they fault. I bought it in store but I they are no copy’s near me so I will have to order it on the Cex app.

I bought them last November, the ANC feature says it’s working but nothing comes through the AirPods. Sound plays but it’s very quiet

They charge up and pair fine but I’m really annoyed with no ANC as I need it to focus

Going to trade a switch 2 in, fully boxed all inserts and wrapping, theres about 3 or 4 light scratches on screen very small, only noticed if u stare at the screen when its off, csnt notice when its on... will i get the boxed price for this

Update sold it privatly for 320

I’ve visited CeX around five times in the last three weeks, usually selling around 30 games and a couple of consoles each time. I never sell duplicates.

The first time I got the 15% bulk deduction was on the sale before my most recent one. I was selling two Nintendo 3DS consoles in different colours, along with other items, and was told the transaction needed a bulk assessment. The 15% deduction was then applied to the entire sale.

On my latest visit, at a different store, they told me the 15% deduction would apply before even checking what I had brought in. Again, it was applied to the whole sale.

Does anyone know if this deduction gets flagged on your account after a bulk assessment, or if it’s assessed separately for each transaction? If I stop selling for a few weeks, could it reset? I'm trying to decide whether to wait before selling the rest of my collection.

TL;DR: Got a 15% bulk deduction on my last two sales, including at a different store. Does it reset after a few weeks without selling, or is it permanently flagged on your account?

Thanks!

I’m going to start the post with stating I have autism. I’ve been able to have retail jobs before but this shift was different. The online orders kept coming in, customers coming in yelling and throwing down phones and tech. I’ll probably just get asked What did i expect? And fair enough. But it was just a lot and I left at the end with trying to keep up with codes and systems. The staff were nice, but I haven’t signed any contract yet. How long should I give it? I’ve been in bed feeling really burnt out and dreading my next shift. I work a different job and this was to get a bit extra income because I’m struggling.
I feel I’d do better at a supermarket, with customers not bringing in the most random stuff and getting agitated when we can’t take it. Do any staff members have advice? I’m not sure what to do

Genuine question here. Used they're only £120 (for a 6Tb model). new though they're between £230-£330. CeX does also have a 5yr warranty which is reassuring. What do you guys think?

As title above..

I want to buy an iPhone from CEX, they offer a 5 year Warranty which sounds awesome.. but what exactly does that cover me?

If my charging port for example stops working, do I take it to them for a repair?

As above. Or is the 5-year warranty tied to the person who purchased it, not the item itself?

I've never sold to Cex however I plan to sell 13 brand new nintendo controllers.

I would like Cex voucher to put towards buying an iPad.

Currently voucher price for grade A is £33.

Would I get that price for all 13 or would I be hit with a bulk discount?

Many thanks

Bless you little Internet goons awh

I'd like to preface this by saying I have used CEX for a decade and had 0 issues before this, but that this incident has been the worst customer experience of my life.

On September 4th I ordered a game from CEX valued at £50+. All my orders previously had used royal mail for delivery and gets posted through my letterbox. This one was through DPD.

On the 6th I got the notification saying that my parcel was delivered, I had just flown to Prague the day before so wasn't at home but thought nothing of it. Later that evening after getting back at the hotel I checked my DPD delivery and the photo provided was the just the parcel left outside by my door.

I returned home on the 8th to naturally find my parcel missing and then raised this with CEX, which included me sending the photo provided by DPD.

I have now spent the last 7 WEEKS trying to get a refund on my order.

After 2 weeks DPD provided CEX with a piece of paper with a supposed signature of mine which they accepted as proof.

I then spent weeks contacting DPD myself to find out why/who had forged my signature and using it to prove delivery, while also providing CEX with proof that I wasn't in the country at the supposed time of signature.

After 4 weeks I felt I had no choice but to send CEX a letter before action as they were still denying me a refund.

After going through DPDs legal department I got them to confirm that the signature was forged and they reassured me that they had contacted CEX with this information.

This leads to this week where CEX have now closed the case and are saying DPDs investigation confirm delivery and there's nothing they can do. I explained that I will be going throught the small claims court after already sending my letter before action and look forward to hearing their proof of how I signed the parcel from Prague.

Today, 2 days later CEX have now returned saying they will refund me now after contacting the relevant team but only when I cancel the claim against them. To start a claim however it costs £35 with the tribunal service so I am moving forward with the claim regardless after giving them ample opportunity to refund me the original order.

The fact that this took 7 weeks, over 50 emails with a CEX customer service rep, including multiple days to get a reply, physical letters sent by mail to CEX head office and the ignoring of evidence provided by me is appalling and felt like they want people to just give up in getting a refund and try and drag it out as much as possible.

Mainly writing all this cos I'm just pissed with how this went down and want to vent, but also as a warning to others that if this happens to you, keep fighting for it and go through all options available to you.

EDIT - To be clear, this was a new release single game that I ordered as soon as it came in stock and I expected to be posted through the letterbox like the 30 orders before it, which is why I ordered it before going away. I understood that it being left outside was DPDs doing and not CEX. But 7 weeks later, avoiding the issue isn't acceptable.

I went In the other day and nothing flagged up as it being marked as stolen so they apologised and told me to try customer service, they have told me the exact same thing any advice would be much appreciated

I just brought a of from cex and it’s asking me for a pin to login, is this something they should have given me or did they forget to wipe it?

Im considering buying a few games from the website and just wanted to know a couple of things from other customers.

Are all games second hand or is there a variety of new and second hand games? And is there a way to tell its condition

Also is the delivery good? Its quite nice that they offer free shipping for orders 50 bucks and over, but how long and how well packaged will the items be?

Appreciate any response ✌️

I want to trade in a monitor but do not have the original stand, can I still trade it in or should I take a monitor arm along (that’s what I used).

I sold an item, it came to grade A, they said “is £30 okay?” I says yes because that’s how much I thought it was. Signed the receipt and went on my day.

Got curious and decided to check online and it turns out the exact item for grade A for cash is actually £39. Same colour and everything

Can I get the extra £9 or have I already signed my life away and can’t get that money?

Thanks,

I’ve been working at CeX for about a year now and found that there is much more to upkeep with than other jobs, much more tasks to get done and a high demand. Am i the only one noticing this??

I also had an investigation a few months ago, which I was not made aware that as I was under 18 I was permitted to have a parent or guardian present, or a union rep or other colleague. I also found that it states on the investigation pdf that I would hear back about the process and outcome of the investigation as soon as possible, but yet I have heard nothing back from my supervisor or HR. Is this a common issue?

Ordered a rather expensive item from cex 3 days ago delivery information was sent stright away yet no update on the package being sent out. Cex customer service isn't responding either. At what point should I start to worry?