It's very rare that a company can anger me to the point that I feel the need to inform others of their poor customer service in an internet review but one company who has managed to do just that is CeX. My review is soley based on my experience of their instore service as I have had no dealings with them online other than to attempt to contact their customer service team.



---- Who Are CeX ----

To offer you some background to the company, CeX (Computer Exchange) were established in 1992. As a retailer they sell a range of electrical equipment in addition to music CD's, DVDs, PC and console games on-line and through their high street outlets. Like other retailers of this ilk CeX also buy and exchange your merchandise for vouchers or cash and so the idea goes that as a customer you should be able to purchase second hand goods at a fraction of the cost brand new. I should imagine part of CeX's popularity has been boosted by the poor economic climate and the chance for customers to "grab a bargain" but you do so at a cost.

My first visit to my local CeX was little over a year ago. Evidently popular with the teenage generation and containing every attribute I despise about a retailer should have been enough for persuade me to avoid stepping over the threshold, however my teenage son had other ideas so reluctantly I entered against my better judgment. I was greeted by ridiculously loud bassey music and scruffy unkempt staff more interested in socialising than serving. The whole atmosphere felt like a teenage drop in center. I felt uncomfortable and out of my comfort zone but in Cex's defence that is not their fault. I'm obviously not their target market or usual clientele and it was my choice to enter the store.



---- My Experience With CeX ----

I decided to purchase a reconditioned PC game at the cost of £15.00. The game sleeve was in good condition although the instruction booklet was missing from the case. I asked if a copy would be included (assuming they were removed deliberately to prevent pilfering) and was promptly advised "for this price you can't expect it to be included". A little tact wouldn't have gone a miss. I decided to ignore the flippant comment and I paid and left the store.

At home I loaded the game to my laptop and everything seemed in order. Audio and visuals were acceptable and the game responsive for around an hour before it crashed. I persevered, restarting the game several times before I finally resorted to reinstalling but again the same thing happened, not just on my machine but on another laptop as well. It was clear there was an inherent fault and I decided to return the game. It also became apparent that to maximise game functions I needed a password located on the missing game booklet in order to "virtually" purchase items to enhance my game.

I returned to the store five days later to be informed I had left it to long to be granted a refund and all games worked at the time of their sale. Without delving into details of the full conversation as a last result I requested to speak with a manager whom seemed uninterested and dismissive of my complaint. Again relaying my disappointment I was informed my laptop was not powerful enough. I advised that I had tested on another machine and there were no disclaimers on the sleeve to inform me of the required power I would need and also for the first hour of play the game was fine. Eventually, I was given a credit note. Not the outcome I had wanted but a reasonable compromise and to CeX's defence the issued voucher had an incredibly long expiry of ten years or so.

Just before Christmas I reluctantly returned to CeX with my son to redeem my voucher. My son wanted a sixteen cert game and as he was slightly too young I agreed that under supervision he could have it. I continued browsing for a game to spend the remaining balance of the voucher, he went to the counter to pay. I was shocked to find that he was not asked for identification (there's no mistaking he looks younger than sixteen) nor was I called over to verify the purchase. What's most concerning is how many other underage children do they sell to against their parents knowledge. I then found a game took to the counter, paid with the remainder of the voucher, left and wrapped it up for Christmas and here, my problems with CeX flared up again.

Christmas Day the game was opened only to find CeX had neglected to place the game disc in the case. I returned to the store on Tuesday 4th January. I was informed there would be no refund, no exchange and no credit note as "our staff do not make mistakes". Over twenty minutes later I finally speak to a manager who dismisses my claims leaving me dumbfounded impling I was a thief. I managed to persuade the manager to check stock levels only for him to return and inform me that no spare game could be found. An embarrassing heated debate ensued until I suggested he check the CCTV footage. Reluctantly he did and finally an admission that the staff member had in fact neglected to include the game. After almost an hour in the store having to instigate every form of positive action to resolve my problem I was finally given a replacement game. I would have preferred a full refund but most importantly an apology for the way I was treated, something that has not be forthcoming. It's no exaggeration that every contact I have had with this company have left me exasperated.



---- The Outcome ----

Several emails of complaint regarding the whole debacle went ignored. Telephone calls were never returned. Finally, a breakthrough came on 2nd February where I received an email which to my horror implied I was not only a thief but a liar. To add insult to injury I was informed that I was given a replacement game as a "gesture of good will" as I had returned to the store over three weeks after my original purchase when in actual fact it was just eleven days, three of which were national holidays and the store was closed. Several other aspects of the letter, which contained poor grammar and spelling insinuated I had exaggerated my story. A subsequent email by myself, almost three months later has yet to receive a reply.



---- Overall ----

I fully appreciate that the appalling service I received may well be exclusive to my local store. I certainly hope so, as no customer, paying or otherwise deserves to be treated like a second class citizen. The dismissive attitude of their staff beggars belief that they have customers at all. To add insult to injury their email address is wecare@webuy a contradiction in terms if ever there was one. Regardless of the way I was treated the fundamental problem that I have with my local store is they sold a certificate sixteen game to a visibly underage boy without checking or verifying his age with myself, claims which they strongly deny.

Would I ever consider using this store again. Certainly not. CeX have had more than enough time to rectify my complaint and more than enough time to, at the very least dignify me with an apology. I'm not interested in anything from this company other than two simple words. We're sorry. It's not much to ask and it's quite easy to say. One star is a generous score from me although nothing CeX should feel proud of. If Dooyoo allowed I would happily have given no star ratings.