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is CEX always this bad?

£0.00 @ CeX
I ordered 2 games from CEX for the Xbox one. there were 4 in stock of one of them at the time and after ordering one for £22 I went back in an hour later to order it for a friend as well and it had in… Read More
sco0ter Avatar
7m, 3w agoPosted 7 months, 3 weeks ago
I ordered 2 games from CEX for the Xbox one. there were 4 in stock of one of them at the time and after ordering one for £22 I went back in an hour later to order it for a friend as well and it had increased to £25. my friend got theirs but I didn't get mine saying there was no stock. I have contacted them and asked them why and they have told me that prices can change with no notification and there was no stock of that game. when I asked why someone who ordered an hour later got theirs and I didn't get mine they keep saying it was out of stock. please note there was no listing for different grades like other items so not as if I ordered a B grade game and my friend ordered an A. they still had stock 3 days after telling me they didn't and refused to send me it for my original £22 saying I would need to order it at £25 and pay £2.50 postage and packing as well.

is this their usual practice??
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sco0ter Avatar
7m, 3w agoPosted 7 months, 3 weeks ago
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#1
Talk to the citizens advice bureau they will be able to tell if they have broken trades description act
#2
yes and no. the policies they have dont make this their usual course of action, however this kind of thing seems to crop up more often than it should.

so your original order likely will have gone to a different store than the second order for your friend.
store 2 (the store with your friends order) was more efficient on the day, found the item quickly and marked it as found, then the usual process will have followed as normal.
store 1 (the store who recieved your original order), will have probably tried to locate the item but been unable to find it, then they have to mark it as not found. usually when a store doesnt find the item the order will then be forwarded onto another store, but if nowhere else had it in stock (or if all copies in stock were already marked for other online orders) then the order returns to you as out of stock.

the above is based on my experience as a previous cex employee.

Edit - for clarity, its very unlikely your order was cancelled due to the change in price as the people working ecommerce in the stores dont care about that, they'd put it through at the ordered price regardless of pricing changes in the meantime, this happens a lot (as prices change a lot). all they care about finding or not finding. however in cases like this it appears as if it is a price based issue as the out of stock problem happened at the same time as a pricing change.
cex essentially have a terribly flawed and unfair system that allows things like this to happen, but its not deliberate.

Edited By: wackogenius on Dec 02, 2016 11:06
#3
there stock isn't taken offline until the customer pays for it so if someone has ordered it from online it will still show as in stock untill it's paid for but not be available...it's Xmas time so having four go in space of an hour is viable considering they have 300+ stores who trade online.....and as for prices any second hand store price can change throughout the day would you keep your price the same if you suddenly had an extra 5ooo + copies traded in through out all stores I doubt it.
#4
squall86
there stock isn't taken offline until the customer pays for it so if someone has ordered it from online it will still show as in stock untill it's paid for but not be available...it's Xmas time so having four go in space of an hour is viable considering they have 300+ stores who trade online.....and as for prices any second hand store price can change throughout the day would you keep your price the same if you suddenly had an extra 5ooo + copies traded in through out all stores I doubt it.


but they still had stock 3 days after they dispatched the second game I ordered and sent me an email telling me it was out of stock. this is what's annoying is they continually showed stock. and also after ordering my game the stock went down to three and then two after my mate ordered his.
#5
I ordered 2 items online from them and I was sent the wrong thing both times. I took them back to my local store and they exchanged them for me instore and even managed to locate a correct item from another store. I wont be using the online ordering anymore due to there incompetence. I was told the online orders are fed down to stores and sent directly from there rather than having a central online hub (don't know why I assumed they did). The orders could have been placed online then sent to a store with stock however this can be bought from store in the time it takes the store to receive and pick the order. Probably just got unlucky with your order going to a store where someone bought it and your mates went to a store where no one did.

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