It sounds like UK consumer laws are similar to (or the same as) Australian ones - shops don't have to give you a refund for change of mind. They do have to refund if a product or service was not "fit for purpose" -- A tv show called The Checkout taught lots of Australians things about consumer rights and how to contact The Ombudsman . . . As well as extended warranties not being worth the paper they are written on especially when there is an "expectation of use duration" longer than the manufacturors warranty - a great show
Working in retail at Christmas is hell. I wouldn’t even go near cex near Christmas. The one in Leeds the queues are usually minimum 10-20 deeps. He probably dealt with a 100 Chavs that day- or again maybe that’s leeds cos you’re from posh town. Yeah the staff are definitely mixed there, but I think it’s the type of business and customers they normally get that puts them that way out. Like working at a drive through mc d’s in a busy town.
I have over a 100 purchase from cex online and in store as well. Games movies, electrical items sometimes over a £100. Only had issues a 3-4 times and always got them solved on the spot. My overall experience is really good, can't think of any other company in the U.K. in this level and value. 2yrs of warranty is icing on the cake that you wouldn't get on any ebay or gumtree 2nd hand purchase
Usually as a cex worker my self we allocate testing time based on whether or not we have a few other items in for testing or not. Or we will quote 1 - 2 hours if the tester is on break etc.
I've always enjoyed shopping at CeX, I find their returns policy very fair. The 2 hour thing you ran in to, is due to fairness. Its a queue based operation. The guy kicking off was probably the manager that landed the Christmas Eve shift 😂
So I do have a returns story, but believe it or not, it’s from the point of view of myself as a manager of a CeX So a guy bought a WiiU for his daughter, and a few months later came back saying that it wasn’t playing the original Wii games as it should. So I tested it immediately, and came to the realisation that they hadn’t actually plugged in a sensor bar and weren’t using a wii remote for the games as required. I explained this through to them, and even gave them the prices of the bits they would need, and offered them a goodwill voucher refund for the original Wii games they had bought for it. The guy lost his cool straight away. He leaned over and said “no one is leaving this store until I get my money back”. He then walked to the entrance, shut the doors and moved our A-board sign in front of them preventing them from being opened easily. This shocked me quite a bit, the guy was 3 times the size of me, and just explained he was going to hold me hostage. I had 3 other staff members pretty much hiding down in the window displays worried about what was happening, and a regular customer of mine was asking very kindly if he could leave the store to which he was ignored by the angry man. I called the police, unfortunately only to be told I needed to attempt to defuse the situation myself and they would only be helping should it have escalated. I then offered the man to instead have a goodwill voucher refund for the entire unit plus all the games he had bought for it to put towards another console instead of his choice that he may find more suitable for his young daughter (who was stood crying throughout this whole thing) He refused and continued to insist on getting his money back. Annoyingly I had no choice really but to just refund his item, to which he stormed off afterwards and stated how awfully I had dealt with the situation. The worst part is, he works at the top of my town as a tattoo artist, and it’s safe to say I cancelled my booking with him immediately and I was very glad I hadn’t already paid a deposit. I’m quite a young manager, although I’m very experienced with the company operations, and generally very confident and friendly with all my customers, this genuinely threw me off unlike anything. Unfortunately my story doesn’t exactly have the somewhat happy ending yours did, but it goes to show that us retail staff do indeed deal with a lot more than people think, and one person can ruin our whole week, not just at work, but personally also, through creating a fuss with staff that are just trying to do their job, and doing that job correctly.
Dr Jake's Very British Reviews Yeah, me and one of my amazing staff members went to the local station after we finished that day and explained things through. They said they’d make note of things and have an open case, and gave us permission to ban him from the store completely. Thankfully that’s probably the worst case I’ve had other than one time where a customer smashed all of our tills because we rejected his clearly stolen goods he wanted to trade. I guess it’s all part of the fun of working in retail! Anyways, I do hope your PS3 super slim is still serving you well, and I would certainly recommend trading it in against the PS5 when it drops, as apparently it’ll be able to play all generations of ps games via backwards compatibility!
Glad everything got sorted in the end. Terrible initial customer service though. I teach retail apprenticeships and you are right about the consumer rights act. That guy needs to read the policy correctly. Can’t believe he said that to you. The only way they could have refused is if that if you had no proof of purchase. Quite an ordeal for Xmas Eve. Least they sorted you out in the end. The super slim is absolutely the better version.
The member of staff was very unprofessional by the sounds of it. I’m just about to go to CeX to take back an Apple Smart Keyboard. Got it before lockdown and one of the connectors doesn’t seem to be contacting correctly so I bought a brand new Bluetooth keyboard. Going to see if I can get a credit voucher.
One thing with CEX is that they will give 2 year warranties on mobiles when it's 6 months nearly every where else. Christmas Eve is a shit time for shop staff, and I bet that guy had had a terrible day and then you walked into it. I've always found the staff great, but I don't shop on Christmas Eve.
This is a good example (poor customer experience) of why brick and mortar stores are closing. I purchase most things from Amazon and I've never had an issue with a return. However, I do purchase certain electronics (televisions) from Best Buy.
Thanks for this very informative video jake! Sorry I cant be a patron or anything but do enjoy your video's very much. Keep up the positive vibes. P.s side note bet the guy that served you in Cex didn't know you was a TH-cam creator an one day he may stumble across your face an this clip, that would be golden. But not in a negative way.
one time i brought Jumanji special edition from them and the Blu ray had melted chocolate on the under of the disc and its like how the hell did they not see that, also i brought who framed Rodger rabbit on blu ray, they gave me a DVD version and when i tried to get a refund the manager was like "you got the film you don't need a refund" like mate its a DVD in a Blu Ray, he gave me a refund when i said i'd contact higher above him.
Glad to hear you eventually got sorted out. I get how annoying the original 2 hour test time would be (especially on Christmas eve), no matter how simple the problem is but item testing typically gets put into a first come first serve queue so the two hour wait may have come from say 10 other trade in orders for electronic items. Hopefully the super on shift was just a temp Christmas worker because a hissy fit like that combined with not knowing company policy is just embarrassing. Hope the new ps3 is going on strong!
Also bought a PS3 from them last year, had to go back a few times but it was problems with the controllers not the PS3. Each time they were fine about it, swapped or refunded straight away. I guess like most of these national chains each store is a franchise so the service may vary between stores and even members of staff. Glad to hear you got a working machine to keep you busy over Christmas.
Well I tried to get the keyboard sorted on Saturday and was told I would need to take the keyboard with the receipt to the branch I bought it from. Bit of a wasted journey really. I went today to the branch in Washington Tyne and Wear and took the receipt with me. I explained to the guy in store about what happened on Saturday and he apologised and said that they could’ve sorted it. I was only expecting the keyboard to be repaired. I did mention that I had already got a replacement Bluetooth keyboard as I couldn’t be bothered to wait until I could take that one back in. I did say that I was happy if the keyboard could be repaired. When I went back, they had checked the keyboard over and the manager, out of goodwill, had given me the total credit back on an in-store voucher. Quite happy about that and looking forward to using them again. 👍🏻
I bought a laptop from them online after spending a few hours getting together some old Xbox 360 games, PS3 games and 3DS console and Vita console and the games to put towards payment for it. The laptop arrived and instead of it having an RTX 3060 graphics card, it has an RTX 3050 instead and I was really gutted by this. I was told that they have to refund on the original payment but unfortunately now, it looks that I'm going to be stuck with an expensive voucher that I can only use there and in the past 3 purchases, only 1 before this one was okay so I was very reluctant to buy it but as it seemed such good value etc. I was very pleased when I was able to order it and it arrived the next day, only to be really upset that it had the wrong card in and they won't refund money into my account. I said to them that if they had advertised it as having an RTX 3050 card, I wouldn't have bought it or taken my games etc. to them and would have waited for another second hand place to have the laptop I wanted and would have got a voucher with them instead. Cash Converters are much better than Cex and my recent experiences with Cash Converters is almost always positive.
I wish they did check items. I've brought cpus from them and been faulty. Also I'm sure legally if the item is faulty and they don't offer a replacement then they need to give you a refund.
Sounds like what happened to my PS3 slim i got from GAME, it would read DVD discs 100% fine but Blu Rays and PS3 game discs would struggle all the time.
I got screwed with CEX when I was going to get flatout ultimate carnage xbox 360 sadly they couldn't find the disc This never happened to me But Idk how they misplaced the disc So I basically got some different games instead of trying to wonder why it even happened Like I never had this happen to me
Gosh! Looks like you got well and truly shafted. Time for an 'Ombudsman' moment! When are you going to do a video on your lego collection......Have a great day.
I once bought a Electric spiderman 1 week before christmas for my son who was Five. He unrapped it on christmas we took it out of the boks and before we got a chance to put the batteries in it, one of the arms came of. The arm just snapped. Everything was closed until the 27th dec and went to the shop there. The receipt had gone missing inbetween the days up to the 27th, but it had there price tag on it that was covered with there christmas sticker. They refused to replace it because the receipt was missing. I then wrote a complain to the store owner telling him what a shitty shop He had and that my Five year old son was in tears over it broke as He was a spiderman fan. 3 days after the owner that owns all about 250 stores rang me and wanted to know the story behind my touching letter. After He heard it, He said that I should go to the store again tomorrow with the broken spiderman and will see to it that there would be a replacement or £34 waiting for me if was not in stock. I got £34 and spent them somewhere else where they had a other type spiderman in stock. This was a bad experience and a good one at the same time. Oh and I had only given £26 before christmas, but who am I to turn down £34 having a sad son over christmas. Have a nice day.
People who work in Cex and Cash Converters do the lords work! I worked in Toy R Us and the Odeon for a few weeks each... people who work in retail and don’t go insane should be knighted or something.
Dunno if there was a change in store policy around warranty testing since this video was released but the current policy is to prioritise warranty test's to avoid a huge wait. I have only been part of the company for 6 months and ever since I have seen very fast warranty tests as we only need to confirm the fault mentioned by the consumer. I can only speak for corporate stores however as franchise stores have more freedom on their own policies.
I did get some batteries a couple of weeks ago which turned out to be the wrong type, so I tried to get a refund (didn't open the pack) but they didn't accept. This was entirely my fault because i didn't check properly with both the product and the current store policy. I was able to get round this issue by simply selling them to my dad, just goes to show you that you need to pay attention whilst shopping
Same here .I bought wwe wrestlemania x7 on dvd they sold a us disc put it in my ps3 scratched straight away . Took it back and they said coz your ps3 did that you have no leg to stand on and i got zip. Got conned out of 10 gbp😢😢😢😢😢😢😢😢😢😢😢😢😢😢😢😢😢😢😢😢😢😢😢😢😢😢😢😢😢
Cex is a great store, I have bought grand theft auto and Indiana jones and the emperors eye. Games work extremely fine, great shop. I'm definitely going there again.
I don't usually trade in at CEX because their voucher only lasts a week. However I did a trade in back in Feb because the other local shops didn't have the game I wanted. The voucher for the remaining credit was just £2. So I threw it in my bag and forgot about it, thinking I'd never get to spend it. Recently I found the voucher while tidying up, and the expiry date is not until the year 3020! They have given me an extra thousand years to use it!
2 hours? They must be attempting some quick fix techniques in that time. As you said, they just need to stick a disc in. So, I wonder if they're taught to attempt to fix it before accepting a return. Or perhaps it was super busy and they meant it would take 2 hours because they wouldn't be able to get round to it for a while. Either way, it should be on them to deal with you right there and then. Not good.
I suspect it might have been a queue. But you could be right. Sadly it's another company hiding behind their terms and expecting their shop staff to deal with the aftermath
First of all, especially around christmas and when you just bought the thing they should have just swapped it. But The 2 hours time frame is probably because the guys who are selling the things also check out the consoles. And sometimes it can seem not logical, but look at it this way: If there are 2 People working, and one of them takes 10 minutes to check something while the store is full, the queue will get much longer very quickly. Plus, if there is someone else with a problem, and he sees that you are serviced right away, he wants that too. That may be a more difficult problem, but he would insist to be serviced now, because otherwise would be unfair. In order to counter that, they probably wait for a time frame where there are less customers and then check multiple things that acumulated while there was more customers. To be safe that the check is complete when the customer gets back, they say for example 2 hours, regarding to how much customers are there that day. Source: Worked at a local PC Store where we had similar tactics. Especially around christmas, there is a lot of customers and you have little to no time to get away from sales, or otherwise the queue will be long enough that you will need 2 hours to work the queue.
Well what do you expect there second hand stuff I brought stuff there tons for 6 years I go to the same store the only problem that was farming sim didn’t work but they fixed it same day I love cex now I’m buying a game cube
I have worked at cex for 3 years and this shocked me! 2 hours for a warranty test on a ps3 is ridiculous! The thing the sales assistant said has nothing to do with owt you was there for! Unwanted goods can be returned withing 48 hours for a full refund on a voucher. If the product was defective then you get a replacement, if the replacement breask that you get a refund, ether the amount you paid or the amount the item is depending on how far into he warranty you currently are! I'd recommend complain on our website at webuy.com under the support section, as there was no reason that member of staff should of acted the way he did, and there's no reason why a ps3 would take 2 hours to check, let alone 45 minutes. The staff member serving you could of easily of done it him self whiles you waited at the till.
I suppose at the moment the guy pulled up the consumer rights act it was relevant (not sure if CEX has a returns policy that contradicts that). At that point you were ask for a refund instead of waiting 2hrs for them to check if it was broken. Therefore, you weren’t asking for a refund due to it being broken but just because you wanted it instead. I think the man sound unreasonable but I suppose that’s why he’d say he was right to quote the consumer rights act at that point in proceedings
Great story Jake. You would have thought that the PS3 would have been tested prior to being displayed for sale? As a representative of the company that guys attitude was abysmal and I personally would have escalated your concern upwards, I have done in the past as they need to know what their staff are saying to their customers. It’s quite simple to obtain directors names and email addresses. Good result though, despite him trying to hoodwink you!
I bought a phone in a store miles from my home. I didn't work. I took it to my local CEX, who refused any help. Their policy was I must return it to the store I bought it from. Moral, never buy in CEX when on holiday, or at all. Luckily, I called Sony who replaced it.
I bought a ps3 from cex but when trying to update it I get stuck in a loop iv only had it a day and going to try and take it back Tomorrow for a refund I won't hold my breath for cash back
Do people really buy old secondhand electronic goods in plastic bags these days? Honestly, anything digital more than three years old is very Steptoe. And expecting to find an equivalent second hand unit? Really. It must be a very British thing.
Call them out on Twitter, not so much their stance on the refund but more so the aggressive nature and swearing of the employee. Companies don’t like it when they get bad publicity in a very public way. Complain first and put the @ last. Speaking of Twitter, I sent you a Twitter DM because.
With CEX the 1 really bad experience out weighs all the good 1's. They do a full check when they buy the item. Your are far from the first person this has happened to unfortunately.ThankQ.TkEZ
just to mention, the 30 day full refund and terms you mentioned are specific to the UK, it's different here in Ireland and elsewhere in Europe/ around the world! :) Glad you got sorted though and the PS Super Slim is a great console, we still have ours and love it too :) This story brings back horrible memories of working in retail all those years ago... *shudders at the thought! Bless anyone in retail, it was for me a mostly horrible experience but that guy behaved very unprofessionally, whether he was having a bad day or not!!
Bit late to the party but videos like this are why people treat retail staff so badly. I work in cex and just last week our testing was backed up for 2 DAYS, we cannot control how many people bring in stuff for testing every day and have to give realistic timescales. No it doesnt take long to warranty test a PS3 however you dont get to jump the queue just because youre annoyed. Refunds are not handed out unless they can prove the item is faulty. I can only imagine that the reason the ps3 was faulty was because the tester at the time was very busy, with customers like you bitching about wait times they might have rushed the test. It sucks but it happens. Im sorry you got rude customer service, i always have a smile on my face no matter how much of a ****head the customer is but christmas eve is awful for retail workers and that guy had no doubt had enough of that kind of entitled attitude for one day!
Had used ps3 fat delivered to my house from cex but it was doa took it back to nearest store and they only took 20mins to test it and gave me a replacement. Guess I dropped lucky
This is BS if you're buying a second hand item you should be shown that it works... because legit... what is stopping them from saying "It was fine when we sold it to you bye". Put in a formal complaint about the guy who spat the dummy.
3.47 you said they had to wipe your personal details from the console and then said there aren't any personal details just your name .... your name is a personal detail as it identifies who you are.
@@DrJakesVeryBritishReviews If there is a name of any type on a console that has been returned to a store not just Cex (could be a phone shop like o2, EE etc) it has to be removed as it violates GDPR law
I am struggling with an item I bought from CEX . Unfortunately , I am a lawyer and do pro bono work . what the manager told you is not true . There are rafts of legislation cover the sale of goods in the UK . I am sick of seeing decent customers being shafted , problem with CEX , contact me .
Slightly annoying to see this kind of behaviour from the Dr, as someone who works in retail, but I can see both sides. It was Christmas Eve they were likely extraordinary busy, they’re working on Christmas Eve and have likely been talked down to and shouted at for most of the day. If you “don’t care about their internal policies” don’t shop there. Just like when you use a website you enter into an agreement with their terms of use and privacy policy, when you use a shop you agree with their internal procedures for returns etc as well as the consumer rights act. Whilst annoying, it’s quite understandable that on, quite frankly, their busiest day of the year it might take them a prolonged period of time to test someone’s console, especially when they have other things to be doing, you join a jobs “queue” so to speak. They can’t just drop everything for a customer who thinks their issue is more important than other people’s. But you did pay for a product and it later turned out to be faulty so it’s understandable you wanted it fixed. I just wish people would be a little bit more polite and understanding with retail workers. Ultimately that man was correct, they hadn’t been able to verify it was broken yet so therefor that particular part of the consumer rights act didn’t apply until they could verify you had a broken product or not! He wasn’t right for the reasons he stated, but he was right.
I take your points but I had no idea that CeX would take 2 hours to check an item. You're right that I took it out on the wrong but people, but then again, who else can you complain to at 2pm on Christmas Eve? Also, I myself have worked in retail and have been shouted at, insulted, told off, embarrassed and had items thrown at me. My sarcasm and extreme disappointment is no excuse for the behaviour of the guy in CeX. That said, I have no desire whatsoever to name him or complain about him formally, as we all have bads days and I'm not much into revenge. Finally, you've made the same point as someone else regarding not being entitled to a refund at the time he stated as such - I'm afraid I just don't buy that as an excuse. The item was broken and it was misleading and poor customer service to refer to a different part of the consumer rights act designed for items that are not wanted.
Dr Jake's Very British Reviews You complain to the shop as you did, wait the two hours because it’s Christmas Eve and they are extraordinarily busy, and by the end of the day your issue is solved. Any retail employee like you or I will agree that just because you’re having a bad day does not mean you can take it out on the customer, I didn’t and wouldn’t defend his rude behaviour. As for the refund debate, perhaps we will have to agree to disagree. But it only seems logical that for a shop to issue you a refund on the basis the product is “broken” they must first verify it is broken, and until such a time they can verify it they cannot issue you a refund. There’s also something to be said for the clientele that frequent such shops. As someone who has heard stories from people who have worked there during university, you will often get people coming in with perhaps their benefit money, or their pay check and buying something they can’t particularly afford. A few hours, days, or weeks later once reality sets in and they need food they will attempt to return the product as faulty or broken, despite the fact it is in full working order. So the verification process really is essential before they essentially start “lending out” their stock, only to be returned at a later date. I’m sure you can see how giving someone a refund before you verify a product is actually broken could be detrimental to CeX. Imagine finding out its fully working and you’ve just given someone a refund because they “don’t want it anymore” something you stated in your video we have no right to do.
CEX are kind of shit. It’s hit or miss. If it works great, it’s a bit like buying off eBay. I’ve bought some things from them because it’s cheap and more or less you can see the items which is slightly better than eBay.
Your a good youtuber I would give you a better console and a brand new one for FREE if i was a CEX staff member and I would be fare with you. I would give you a ps5 brand new
Good video but to many Adds literally 4 adds is a bit much and annoying. As for cex there not professional, they receive no training and are hired purely for there interests in tech or gaming, nothing else.
hi are you coming a inter net star it can be a right pain when people know who you are i was there once never ever a gain jake i have a BETACAM SP ONE and all the video's stand out as they have the 80's look it cost £25.000 back in the day the man i got it from gave me the bill i payed very little for it you have to to stand out on here and you do big time jake
I think in the end you got extremely unlucky with the fat ps3 ive got my 2 original fat ones since the release date and they are still working fine and I use it everyday.
Unfortunately the guy was completely right that you weren't entitled to a refund at the point that he was talking to you. As you said, the consumer rights act says you're entitled to a refund if the product is not fit for purpose. At that point, he hadn't been able to check, in line with the company's standard testing policy that they allow 2 hours for, that the product was faulty. Yes you knew it was faulty, but how does he know you were telling the truth and not lying about it being broken to get a refund? Until he had to tested that it wasn't working, you were not entitled to a refund. I hate to say it but the fact that you got annoyed that it would take 2 hours and you didn't fancy waiting that long doesn't change any of this, it just makes you one of those bad customers that gets annoyed at bottom-level shop staff for a large company's procedures that are set out by managers and directors at the head office who are far higher up in the business than the shop assistant that you're getting verbally annoyed at.
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It sounds like UK consumer laws are similar to (or the same as) Australian ones - shops don't have to give you a refund for change of mind. They do have to refund if a product or service was not "fit for purpose" -- A tv show called The Checkout taught lots of Australians things about consumer rights and how to contact The Ombudsman
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As well as extended warranties not being worth the paper they are written on especially when there is an "expectation of use duration" longer than the manufacturors warranty - a great show
But for jake it was a not fit for purpose issue
Hahaha Dr Jake being a Karen - that is a video I would love to see!
Working in retail at Christmas is hell. I wouldn’t even go near cex near Christmas. The one in Leeds the queues are usually minimum 10-20 deeps. He probably dealt with a 100 Chavs that day- or again maybe that’s leeds cos you’re from posh town. Yeah the staff are definitely mixed there, but I think it’s the type of business and customers they normally get that puts them that way out. Like working at a drive through mc d’s in a busy town.
I have over a 100 purchase from cex online and in store as well. Games movies, electrical items sometimes over a £100. Only had issues a 3-4 times and always got them solved on the spot. My overall experience is really good, can't think of any other company in the U.K. in this level and value. 2yrs of warranty is icing on the cake that you wouldn't get on any ebay or gumtree 2nd hand purchase
I love your videos so much, please never stop TH-cam! Also I’d love to see a new LEGO collection video or LEGO room tour
Usually as a cex worker my self we allocate testing time based on whether or not we have a few other items in for testing or not. Or we will quote 1 - 2 hours if the tester is on break etc.
I've always enjoyed shopping at CeX, I find their returns policy very fair.
The 2 hour thing you ran in to, is due to fairness. Its a queue based operation.
The guy kicking off was probably the manager that landed the Christmas Eve shift 😂
So I do have a returns story, but believe it or not, it’s from the point of view of myself as a manager of a CeX
So a guy bought a WiiU for his daughter, and a few months later came back saying that it wasn’t playing the original Wii games as it should.
So I tested it immediately, and came to the realisation that they hadn’t actually plugged in a sensor bar and weren’t using a wii remote for the games as required.
I explained this through to them, and even gave them the prices of the bits they would need, and offered them a goodwill voucher refund for the original Wii games they had bought for it.
The guy lost his cool straight away. He leaned over and said “no one is leaving this store until I get my money back”. He then walked to the entrance, shut the doors and moved our A-board sign in front of them preventing them from being opened easily.
This shocked me quite a bit, the guy was 3 times the size of me, and just explained he was going to hold me hostage. I had 3 other staff members pretty much hiding down in the window displays worried about what was happening, and a regular customer of mine was asking very kindly if he could leave the store to which he was ignored by the angry man.
I called the police, unfortunately only to be told I needed to attempt to defuse the situation myself and they would only be helping should it have escalated.
I then offered the man to instead have a goodwill voucher refund for the entire unit plus all the games he had bought for it to put towards another console instead of his choice that he may find more suitable for his young daughter (who was stood crying throughout this whole thing)
He refused and continued to insist on getting his money back. Annoyingly I had no choice really but to just refund his item, to which he stormed off afterwards and stated how awfully I had dealt with the situation.
The worst part is, he works at the top of my town as a tattoo artist, and it’s safe to say I cancelled my booking with him immediately and I was very glad I hadn’t already paid a deposit.
I’m quite a young manager, although I’m very experienced with the company operations, and generally very confident and friendly with all my customers, this genuinely threw me off unlike anything.
Unfortunately my story doesn’t exactly have the somewhat happy ending yours did, but it goes to show that us retail staff do indeed deal with a lot more than people think, and one person can ruin our whole week, not just at work, but personally also, through creating a fuss with staff that are just trying to do their job, and doing that job correctly.
My word, that's terrible. Did you go to the police afterwards?
Dr Jake's Very British Reviews Yeah, me and one of my amazing staff members went to the local station after we finished that day and explained things through. They said they’d make note of things and have an open case, and gave us permission to ban him from the store completely. Thankfully that’s probably the worst case I’ve had other than one time where a customer smashed all of our tills because we rejected his clearly stolen goods he wanted to trade. I guess it’s all part of the fun of working in retail!
Anyways, I do hope your PS3 super slim is still serving you well, and I would certainly recommend trading it in against the PS5 when it drops, as apparently it’ll be able to play all generations of ps games via backwards compatibility!
Great video, very dramatic, like a movie.
Glad everything got sorted in the end. Terrible initial customer service though. I teach retail apprenticeships and you are right about the consumer rights act. That guy needs to read the policy correctly. Can’t believe he said that to you. The only way they could have refused is if that if you had no proof of purchase. Quite an ordeal for Xmas Eve. Least they sorted you out in the end. The super slim is absolutely the better version.
Great vid some good points to consider I have never had this happen to me
Glad you enjoyed
The member of staff was very unprofessional by the sounds of it.
I’m just about to go to CeX to take back an Apple Smart Keyboard. Got it before lockdown and one of the connectors doesn’t seem to be contacting correctly so I bought a brand new Bluetooth keyboard.
Going to see if I can get a credit voucher.
Very interesting video Jake - keep up the good work!
One thing with CEX is that they will give 2 year warranties on mobiles when it's 6 months nearly every where else. Christmas Eve is a shit time for shop staff, and I bet that guy had had a terrible day and then you walked into it. I've always found the staff great, but I don't shop on Christmas Eve.
This is a good example (poor customer experience) of why brick and mortar stores are closing. I purchase most things from Amazon and I've never had an issue with a return. However, I do purchase certain electronics (televisions) from Best Buy.
Thanks for this very informative video jake! Sorry I cant be a patron or anything but do enjoy your video's very much. Keep up the positive vibes. P.s side note bet the guy that served you in Cex didn't know you was a TH-cam creator an one day he may stumble across your face an this clip, that would be golden. But not in a negative way.
one time i brought Jumanji special edition from them and the Blu ray had melted chocolate on the under of the disc and its like how the hell did they not see that, also i brought who framed Rodger rabbit on blu ray, they gave me a DVD version and when i tried to get a refund the manager was like "you got the film you don't need a refund" like mate its a DVD in a Blu Ray, he gave me a refund when i said i'd contact higher above him.
Glad to hear you eventually got sorted out.
I get how annoying the original 2 hour test time would be (especially on Christmas eve), no matter how simple the problem is but item testing typically gets put into a first come first serve queue so the two hour wait may have come from say 10 other trade in orders for electronic items.
Hopefully the super on shift was just a temp Christmas worker because a hissy fit like that combined with not knowing company policy is just embarrassing.
Hope the new ps3 is going on strong!
Also bought a PS3 from them last year, had to go back a few times but it was problems with the controllers not the PS3. Each time they were fine about it, swapped or refunded straight away. I guess like most of these national chains each store is a franchise so the service may vary between stores and even members of staff. Glad to hear you got a working machine to keep you busy over Christmas.
I don't know why but I like your voice.
Well I tried to get the keyboard sorted on Saturday and was told I would need to take the keyboard with the receipt to the branch I bought it from.
Bit of a wasted journey really.
I went today to the branch in Washington Tyne and Wear and took the receipt with me.
I explained to the guy in store about what happened on Saturday and he apologised and said that they could’ve sorted it.
I was only expecting the keyboard to be repaired. I did mention that I had already got a replacement Bluetooth keyboard as I couldn’t be bothered to wait until I could take that one back in. I did say that I was happy if the keyboard could be repaired.
When I went back, they had checked the keyboard over and the manager, out of goodwill, had given me the total credit back on an in-store voucher.
Quite happy about that and looking forward to using them again. 👍🏻
My cousin had a PS3 Super slim and he didn’t want it and I tried it and I worked fine lol. Didn’t think it would. Love the video 👍 #cexgang
Your new profile picture is great 😁
I actually went into CEX today to trade a phone and get a new one. Cannot fault them as a store. Brilliant service.
A fair and balanced criticism. Well done.
I bought a laptop from them online after spending a few hours getting together some old Xbox 360 games, PS3 games and 3DS console and Vita console and the games to put towards payment for it.
The laptop arrived and instead of it having an RTX 3060 graphics card, it has an RTX 3050 instead and I was really gutted by this. I was told that they have to refund on the original payment but unfortunately now, it looks that I'm going to be stuck with an expensive voucher that I can only use there and in the past 3 purchases, only 1 before this one was okay so I was very reluctant to buy it but as it seemed such good value etc. I was very pleased when I was able to order it and it arrived the next day, only to be really upset that it had the wrong card in and they won't refund money into my account.
I said to them that if they had advertised it as having an RTX 3050 card, I wouldn't have bought it or taken my games etc. to them and would have waited for another second hand place to have the laptop I wanted and would have got a voucher with them instead. Cash Converters are much better than Cex and my recent experiences with Cash Converters is almost always positive.
I wish they did check items. I've brought cpus from them and been faulty. Also I'm sure legally if the item is faulty and they don't offer a replacement then they need to give you a refund.
Sounds like what happened to my PS3 slim i got from GAME, it would read DVD discs 100% fine but Blu Rays and PS3 game discs would struggle all the time.
I got screwed with CEX when I was going to get flatout ultimate carnage xbox 360 sadly they couldn't find the disc
This never happened to me
But Idk how they misplaced the disc
So I basically got some different games instead of trying to wonder why it even happened
Like I never had this happen to me
Gosh! Looks like you got well and truly shafted. Time for an 'Ombudsman' moment! When are you going to do a video on your lego collection......Have a great day.
All companies that trade directly with the public should see the customer as king. No ifs no buts.
I once bought a Electric spiderman 1 week before christmas for my son who was Five.
He unrapped it on christmas we took it out of the boks and before we got a chance to put the batteries in it, one of the arms came of.
The arm just snapped. Everything was closed until the 27th dec and went to the shop there.
The receipt had gone missing inbetween the days up to the 27th, but it had there price tag on it that was covered with there christmas sticker.
They refused to replace it because the receipt was missing. I then wrote a complain to the store owner telling him what a shitty shop He had and that my Five year old son was in tears over it broke as He was a spiderman fan.
3 days after the owner that owns all about 250 stores rang me and wanted to know the story behind my touching letter.
After He heard it, He said that I should go to the store again tomorrow with the broken spiderman and will see to it that there would be a replacement or £34 waiting for me if was not in stock.
I got £34 and spent them somewhere else where they had a other type spiderman in stock.
This was a bad experience and a good one at the same time.
Oh and I had only given £26 before christmas, but who am I to turn down £34 having a sad son over christmas.
Have a nice day.
People who work in Cex and Cash Converters do the lords work! I worked in Toy R Us and the Odeon for a few weeks each... people who work in retail and don’t go insane should be knighted or something.
I agree. And especially in the current circumstances.
I worked for 30+ years in retail and I'm not the least bit insane... Oh! Wait. Nurse!!!!!
I bought a ps4 1t on there website and its very bad im hoping for a better 1
Dunno if there was a change in store policy around warranty testing since this video was released but the current policy is to prioritise warranty test's to avoid a huge wait. I have only been part of the company for 6 months and ever since I have seen very fast warranty tests as we only need to confirm the fault mentioned by the consumer. I can only speak for corporate stores however as franchise stores have more freedom on their own policies.
I did get some batteries a couple of weeks ago which turned out to be the wrong type, so I tried to get a refund (didn't open the pack) but they didn't accept. This was entirely my fault because i didn't check properly with both the product and the current store policy. I was able to get round this issue by simply selling them to my dad, just goes to show you that you need to pay attention whilst shopping
Same here .I bought wwe wrestlemania x7 on dvd they sold a us disc put it in my ps3 scratched straight away . Took it back and they said coz your ps3 did that you have no leg to stand on and i got zip. Got conned out of 10 gbp😢😢😢😢😢😢😢😢😢😢😢😢😢😢😢😢😢😢😢😢😢😢😢😢😢😢😢😢😢
Cex is a great store, I have bought grand theft auto and Indiana jones and the emperors eye. Games work extremely fine, great shop. I'm definitely going there again.
I don't usually trade in at CEX because their voucher only lasts a week. However I did a trade in back in Feb because the other local shops didn't have the game I wanted. The voucher for the remaining credit was just £2. So I threw it in my bag and forgot about it, thinking I'd never get to spend it. Recently I found the voucher while tidying up, and the expiry date is not until the year 3020! They have given me an extra thousand years to use it!
All CEX vouchers last 1000 years
Hi. I love cex 😉. Anyways your my favourite TH-camr. And the music is annoying in cex.
Glad it got sorted in the end 😊
The slim ps3 uses the same drive as the original.
Did you buy the original phat or slim first?
2 hours? They must be attempting some quick fix techniques in that time. As you said, they just need to stick a disc in. So, I wonder if they're taught to attempt to fix it before accepting a return. Or perhaps it was super busy and they meant it would take 2 hours because they wouldn't be able to get round to it for a while. Either way, it should be on them to deal with you right there and then. Not good.
I suspect it might have been a queue. But you could be right. Sadly it's another company hiding behind their terms and expecting their shop staff to deal with the aftermath
First of all, especially around christmas and when you just bought the thing they should have just swapped it.
But The 2 hours time frame is probably because the guys who are selling the things also check out the consoles.
And sometimes it can seem not logical, but look at it this way:
If there are 2 People working, and one of them takes 10 minutes to check something while the store is full, the queue will get much longer very quickly.
Plus, if there is someone else with a problem, and he sees that you are serviced right away, he wants that too.
That may be a more difficult problem, but he would insist to be serviced now, because otherwise would be unfair.
In order to counter that, they probably wait for a time frame where there are less customers and then check multiple things that acumulated while there was more customers.
To be safe that the check is complete when the customer gets back, they say for example 2 hours, regarding to how much customers are there that day.
Source: Worked at a local PC Store where we had similar tactics.
Especially around christmas, there is a lot of customers and you have little to no time to get away from sales, or otherwise the queue will be long enough that you will need 2 hours to work the queue.
Well what do you expect there second hand stuff I brought stuff there tons for 6 years I go to the same store the only problem that was farming sim didn’t work but they fixed it same day I love cex now I’m buying a game cube
I have worked at cex for 3 years and this shocked me! 2 hours for a warranty test on a ps3 is ridiculous! The thing the sales assistant said has nothing to do with owt you was there for! Unwanted goods can be returned withing 48 hours for a full refund on a voucher. If the product was defective then you get a replacement, if the replacement breask that you get a refund, ether the amount you paid or the amount the item is depending on how far into he warranty you currently are! I'd recommend complain on our website at webuy.com under the support section, as there was no reason that member of staff should of acted the way he did, and there's no reason why a ps3 would take 2 hours to check, let alone 45 minutes. The staff member serving you could of easily of done it him self whiles you waited at the till.
I suppose at the moment the guy pulled up the consumer rights act it was relevant (not sure if CEX has a returns policy that contradicts that). At that point you were ask for a refund instead of waiting 2hrs for them to check if it was broken. Therefore, you weren’t asking for a refund due to it being broken but just because you wanted it instead. I think the man sound unreasonable but I suppose that’s why he’d say he was right to quote the consumer rights act at that point in proceedings
I had problems with CEX with original Xbox games with the cases
Around 20 stores in Australia
Great story Jake. You would have thought that the PS3 would have been tested prior to being displayed for sale? As a representative of the company that guys attitude was abysmal and I personally would have escalated your concern upwards, I have done in the past as they need to know what their staff are saying to their customers. It’s quite simple to obtain directors names and email addresses. Good result though, despite him trying to hoodwink you!
Keep the good stuff up👍
Thanks, will do!
I made a video about. Now i want my review. Even if i have to become a patron for it
Think it's good to start showing some annoynce if they're not doing what they should. It's their failure if staff throw a paddy.
I bought a phone in a store miles from my home. I didn't work. I took it to my local CEX, who refused any help. Their policy was I must return it to the store I bought it from. Moral, never buy in CEX when on holiday, or at all. Luckily, I called Sony who replaced it.
I bought a ps3 from cex but when trying to update it I get stuck in a loop iv only had it a day and going to try and take it back Tomorrow for a refund I won't hold my breath for cash back
Do people really buy old secondhand electronic goods in plastic bags these days?
Honestly, anything digital more than three years old is very Steptoe.
And expecting to find an equivalent second hand unit? Really.
It must be a very British thing.
Call them out on Twitter, not so much their stance on the refund but more so the aggressive nature and swearing of the employee. Companies don’t like it when they get bad publicity in a very public way. Complain first and put the @ last.
Speaking of Twitter, I sent you a Twitter DM because.
I decided not to because, although this is an interesting story, I don't want to shame the employee.
Dr Jake's Very British Reviews Fair enough.
Don’t think they actually care 🤷
With CEX the 1 really bad experience out weighs all the good 1's. They do a full check when they buy the item. Your are far from the first person this has happened to unfortunately.ThankQ.TkEZ
just to mention, the 30 day full refund and terms you mentioned are specific to the UK, it's different here in Ireland and elsewhere in Europe/ around the world! :) Glad you got sorted though and the PS Super Slim is a great console, we still have ours and love it too :) This story brings back horrible memories of working in retail all those years ago... *shudders at the thought! Bless anyone in retail, it was for me a mostly horrible experience but that guy behaved very unprofessionally, whether he was having a bad day or not!!
What if you change your mind on a product is to get reform
You should of left it then and then completed a charge back via the bank
I whould't buy a console from cex I'd generally just buy games as its easier to get a refund on them if they get broken
A modern day Dickens tale!
LOL!
Bit late to the party but videos like this are why people treat retail staff so badly. I work in cex and just last week our testing was backed up for 2 DAYS, we cannot control how many people bring in stuff for testing every day and have to give realistic timescales. No it doesnt take long to warranty test a PS3 however you dont get to jump the queue just because youre annoyed. Refunds are not handed out unless they can prove the item is faulty. I can only imagine that the reason the ps3 was faulty was because the tester at the time was very busy, with customers like you bitching about wait times they might have rushed the test. It sucks but it happens.
Im sorry you got rude customer service, i always have a smile on my face no matter how much of a ****head the customer is but christmas eve is awful for retail workers and that guy had no doubt had enough of that kind of entitled attitude for one day!
With respect, that’s not the customer’s problem. It’s not even the Cex employee’s problem. Cex is at fault for not hiring enough staff.
Had used ps3 fat delivered to my house from cex but it was doa took it back to nearest store and they only took 20mins to test it and gave me a replacement. Guess I dropped lucky
Can we get a Used Dr Jake at CeX?
I found my PS4 in my apartment when i moved in. Old tenant never asked for it so now its miiiine :>
that was mine mate i was looking for that
I'll say what you wanted to say in a less polite way....."you where f***ing pissed"
This is BS if you're buying a second hand item you should be shown that it works... because legit... what is stopping them from saying "It was fine when we sold it to you bye".
Put in a formal complaint about the guy who spat the dummy.
But would you buy again from CEX ?
Yeah, probably! But at least I would factor in the 2-hour thing next time
Ironically the fat ps3 are worth more than the super slim lol
So basically i should just forget me getting a refund
3.47 you said they had to wipe your personal details from the console and then said there aren't any personal details just your name .... your name is a personal detail as it identifies who you are.
It was only my first name!
@@DrJakesVeryBritishReviews If there is a name of any type on a console that has been returned to a store not just Cex (could be a phone shop like o2, EE etc) it has to be removed as it violates GDPR law
sorry jake far to many 2x adverts i gave up watching after the 3rd lot in 7 min
That's a shame. I don't set them, TH-cam do
CEX is trash, i'm still shocked the company still exists in 2024
I am struggling with an item I bought from CEX . Unfortunately , I am a lawyer and do pro bono work . what the manager told you is not true . There are rafts of legislation cover the sale of goods in the UK . I am sick of seeing decent customers being shafted , problem with CEX , contact me .
I had the same problem with an Xbox 360
Slightly annoying to see this kind of behaviour from the Dr, as someone who works in retail, but I can see both sides. It was Christmas Eve they were likely extraordinary busy, they’re working on Christmas Eve and have likely been talked down to and shouted at for most of the day.
If you “don’t care about their internal policies” don’t shop there. Just like when you use a website you enter into an agreement with their terms of use and privacy policy, when you use a shop you agree with their internal procedures for returns etc as well as the consumer rights act.
Whilst annoying, it’s quite understandable that on, quite frankly, their busiest day of the year it might take them a prolonged period of time to test someone’s console, especially when they have other things to be doing, you join a jobs “queue” so to speak. They can’t just drop everything for a customer who thinks their issue is more important than other people’s.
But you did pay for a product and it later turned out to be faulty so it’s understandable you wanted it fixed. I just wish people would be a little bit more polite and understanding with retail workers. Ultimately that man was correct, they hadn’t been able to verify it was broken yet so therefor that particular part of the consumer rights act didn’t apply until they could verify you had a broken product or not! He wasn’t right for the reasons he stated, but he was right.
I take your points but I had no idea that CeX would take 2 hours to check an item. You're right that I took it out on the wrong but people, but then again, who else can you complain to at 2pm on Christmas Eve? Also, I myself have worked in retail and have been shouted at, insulted, told off, embarrassed and had items thrown at me. My sarcasm and extreme disappointment is no excuse for the behaviour of the guy in CeX. That said, I have no desire whatsoever to name him or complain about him formally, as we all have bads days and I'm not much into revenge. Finally, you've made the same point as someone else regarding not being entitled to a refund at the time he stated as such - I'm afraid I just don't buy that as an excuse. The item was broken and it was misleading and poor customer service to refer to a different part of the consumer rights act designed for items that are not wanted.
Dr Jake's Very British Reviews You complain to the shop as you did, wait the two hours because it’s Christmas Eve and they are extraordinarily busy, and by the end of the day your issue is solved. Any retail employee like you or I will agree that just because you’re having a bad day does not mean you can take it out on the customer, I didn’t and wouldn’t defend his rude behaviour. As for the refund debate, perhaps we will have to agree to disagree. But it only seems logical that for a shop to issue you a refund on the basis the product is “broken” they must first verify it is broken, and until such a time they can verify it they cannot issue you a refund.
There’s also something to be said for the clientele that frequent such shops. As someone who has heard stories from people who have worked there during university, you will often get people coming in with perhaps their benefit money, or their pay check and buying something they can’t particularly afford. A few hours, days, or weeks later once reality sets in and they need food they will attempt to return the product as faulty or broken, despite the fact it is in full working order. So the verification process really is essential before they essentially start “lending out” their stock, only to be returned at a later date.
I’m sure you can see how giving someone a refund before you verify a product is actually broken could be detrimental to CeX. Imagine finding out its fully working and you’ve just given someone a refund because they “don’t want it anymore” something you stated in your video we have no right to do.
CEX are kind of shit. It’s hit or miss. If it works great, it’s a bit like buying off eBay. I’ve bought some things from them because it’s cheap and more or less you can see the items which is slightly better than eBay.
Your a good youtuber I would give you a better console and a brand new one for FREE if i was a CEX staff member and I would be fare with you. I would give you a ps5 brand new
Good video but to many Adds literally 4 adds is a bit much and annoying. As for cex there not professional, they receive no training and are hired purely for there interests in tech or gaming, nothing else.
We will see how/if these rules changes after Brexit.
hi are you coming a inter net star it can be a right pain when people know who you are i was there once never ever a gain jake
i have a BETACAM SP ONE and all the video's stand out as they have the 80's look it cost £25.000 back in the day
the man i got it from gave me the bill i payed very little for it you have to to stand out on here and you do big time jake
"I don't care what the internal procedures are"
Oh, you're one of those
Yes. I’m one of those customers who wants a company to adhere to the law and to look after their customers, rather than hiding behind policies.
@@DrJakesVeryBritishReviews are you unaware what GDPR is?
I think in the end you got extremely unlucky with the fat ps3 ive got my 2 original fat ones since the release date and they are still working fine and I use it everyday.
I had 3, 1 one release and one that was refurbished and one that I bought recently that does not read CDs. You're very lucky XD.
If you have a car then just sit in your car
I ended up walking around. I wouldn't sit in an underground car park for 2 hours
A ps3 when ps5 is almost out? Should of went for a non-broken ps4
Yeah true unless he wants to relive the PS3 days of course but it seems like it’s his first time
Unfortunately the guy was completely right that you weren't entitled to a refund at the point that he was talking to you.
As you said, the consumer rights act says you're entitled to a refund if the product is not fit for purpose. At that point, he hadn't been able to check, in line with the company's standard testing policy that they allow 2 hours for, that the product was faulty. Yes you knew it was faulty, but how does he know you were telling the truth and not lying about it being broken to get a refund? Until he had to tested that it wasn't working, you were not entitled to a refund.
I hate to say it but the fact that you got annoyed that it would take 2 hours and you didn't fancy waiting that long doesn't change any of this, it just makes you one of those bad customers that gets annoyed at bottom-level shop staff for a large company's procedures that are set out by managers and directors at the head office who are far higher up in the business than the shop assistant that you're getting verbally annoyed at.
I've worked in retail. Managers exist for situations like this. And no, he wasn't completely right. He was completely wrong, misleading and rude.
NO silly ps3 are not £450 they are cheap. You might of been thinking of a new console
When the PS3 was originally released in 2006. They cost £450+ brand new.
Typical poor person, wasting hours over something worthless just to save a buck
£400? Maybe in 2009 it was lmao.
That's what he said it was £450 when it was brand new