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    Cex and Paypal farce

    I bought 2 games from Cex online which was paid for by Paypal. One was in a poor condition so I returned it to Cex Bayswater. At the time I stupidly handed in the game and DID NOT get a receipt, I was told no receipt ever given in these circumstances which I thought was weird. I was told I would get email confirmation of return and Paypal refund would be a few days later. I didn't have my phone on me at the time, so couldn't check for the email. Once I got home I could not find the email.

    I emailed Cex the next day and got a reply stating that I should have got a receipt for return, but no worries it showed on the system. I got a copy of the receipt from Cex but never got the refund. I explained all of this to Paypal who awarded claim in my favour on condition I returned the goods tracked.

    I explained I already had returned the goods in person and I sent a copy of the receipt to them by email.

    They awarded the case to Cex.

    What a joke

    18 Comments

    I thought you would be sorting with cex, not paypal

    Go back to cex you returned it too and take it up with them. I have returned a few things to store that I have bought online. They enter the return on their system and you get an email instantly. PayPal won't be able to do anything as you don't have any proof you returned the item. I wouldn't deal with online support as it either takes forever for a reply or they just don't reply. The mistake was store you took it back too, take it up with them.

    Original Poster

    snoopy18

    I thought you would be sorting with cex, not paypal




    Online was hopeless although they did give me a receipt for returned goods which I didn't manage to get instore at the time.

    It's the last time I use Cex. Any company that does not have a customer service telephone line is not the kind of company I am prepared to deal with.

    Original Poster

    stoneblade

    Go back to cex you returned it too and take it up with them. I have … Go back to cex you returned it too and take it up with them. I have returned a few things to store that I have bought online. They enter the return on their system and you get an email instantly. PayPal won't be able to do anything as you don't have any proof you returned the item. I wouldn't deal with online support as it either takes forever for a reply or they just don't reply. The mistake was store you took it back too, take it up with them.




    I do have proof I returned the item in the form of an email sent from CEX showing returns note. Because it's not trackable they can't verify it.

    This is what I was sent by Cex and it was forwarded to Paypal

    http://i67.tinypic.com/bfi1oi.png

    the spanner in the works is that it says card refund, but I paid by Paypal and never produced a card when returning the item. I have asked Cex online to supply details of supposed card refund, but no response
    Edited by: "OllieSt" 15th May

    I've just hAd a performance with ordering a Xbox from cex onlinea few weeks ago.. they didn't put my address on the parcel so UPS couldn't post it! Was waiting weeks.. anyway with regards to your issue. I would go back in store as they will have ccctv of the time you went in.. they should be able to see that they didn't hand you your money back.. also lodge a formal complaint. Also contact consumer standards, trading standards (I'm not sure which is appropriate). Their service is so terrible, I will only buy instore now. Best of luck
    Also go in armed with a copy of your bank statement to show nothing was returned to your bank account
    Edited by: "LeahsMintytoutou" 15th May

    Being honest I've only ever had one issue with cex in the past 4 years of using them, that was a missing item in the post, took me a couple of weeks to get a reply from support (who I am led to believe work from India) but they refunded me no qualms. I always carry my phone just incase I return something and make sure I get the refund email while I am there so can chase it with the shop if not. I'm sure going back to the store and talking with them they will be able to sort it for you.

    OllieSt

    I do have proof I returned the item in the form of an email sent from CEX … I do have proof I returned the item in the form of an email sent from CEX showing returns note. Because it's not trackable they can't verify it. This is what I was sent by Cex and it was forwarded to Paypalthe spanner in the works is that it says card refund, but I paid by Paypal and never produced a card when returning the item. I have asked Cex online to supply details of supposed card refund, but no response



    ​Did you get that from store or online support? I've not had an email looking like that on an email that's all.

    Original Poster

    stoneblade

    Did you get that from store or online support? I've not had an email … Did you get that from store or online support? I've not had an email looking like that on an email that's all.




    It was an attachment on an email received

    I've just hAd a performance with ordering a Xbox from cex onlinea few weeks ago.. they didn't put my address on the parcel so UPS couldn't post it! Was waiting weeks.. anyway with regards to your issue. I would go back in store as they will have ccctv of the time you went in.. they should be able to see that they didn't hand you your money back.. also lodge a formal complaint. Also contact consumer standards, trading standards (I'm not sure which is appropriate). Their service is so terrible, I will only buy instore now. Best of luck
    Also go in armed with a copy of your bank statement to show nothing was returned to your bank account.. on that "reciept" they emailed you there is no date and no order number. Pretty sure that makes it none existant..Maybe "Kyle W" who completed the form will know where your money is. Their service is totally atrocious. Go back to the store and speak with a manager

    Edited by: "LeahsMintytoutou" 15th May

    Original Poster

    LeahMinttoutou

    I've just hAd a performance with ordering a Xbox from cex onlinea few … I've just hAd a performance with ordering a Xbox from cex onlinea few weeks ago.. they didn't put my address on the parcel so UPS couldn't post it! Was waiting weeks.. anyway with regards to your issue. I would go back in store as they will have ccctv of the time you went in.. they should be able to see that they didn't hand you your money back.. also lodge a formal complaint. Also contact consumer standards, trading standards (I'm not sure which is appropriate). Their service is so terrible, I will only buy instore now. Best of luck Also go in armed with a copy of your bank statement to show nothing was returned to your bank account.. on that "reciept" they emailed you there is no date and no order number. Pretty sure that makes it none existant..Maybe "Kyle W" who completed the form will know where your money is. Their service is totally atrocious. Go back to the store and speak with a manager




    I blanked out order number etc

    OllieSt

    I blanked out order number etc


    Oh, doh! They should still be able to prove where they refunded your payment to
    Edited by: "LeahsMintytoutou" 15th May

    Go back into store and ask to speak to Kyle W and ask whats going on. I think the "refund to card" is just generic, I think mine said something like that when I had a refund from online, but then instantly had a paypal email aswell.

    instore is the place to be for dirty, sweaty cex

    brilly

    instore is the place to be for dirty, sweaty cex



    ...play safe...

    http://www.comedycentral.co.uk/sites/default/files/styles/image-w-520-h-520-scale/public/cc_uk/galleries/large/2016/08/10/screen_shot_2016-08-10_at_11.53.43.png

    Cex is an awful company

    Cex is awful but your approach is too, contact them on Facebook and you'll likely get it resolved within a couple of days.
    Edited by: "joshp" 15th May

    Original Poster

    joshp

    Cex is awful but your approach is too, contact them on Facebook and … Cex is awful but your approach is too, contact them on Facebook and you'll likely get it resolved within a couple of days.




    I don't do Facebook. I would rather lose 12 quid than learn how to stop people wanting to be my friend that I didn't want to know 25 years ago

    OllieSt

    I don't do Facebook. I would rather lose 12 quid than learn how to stop … I don't do Facebook. I would rather lose 12 quid than learn how to stop people wanting to be my friend that I didn't want to know 25 years ago


    ...I thought I was anti-social...
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