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    CeX Price Promise

    I am looking for some advice regarding CeX price promise when selling to them.

    I started an order to sell a game, 'Gears of War 4' on the 27/10/2016. CeX offered to buy this for £36.00 and they confirmed this via an email which also stated "CeX will honour the quoted price of the products for 10 working days from time of order. After that period prices may be subject to change, whereby you will be notified by email."

    CeX also provided a label for Royal Mail tracked delivery. I sent the game and it was delivered to them on 05/11/2016

    Confirmation here: royalmail.com/tra…0GB

    I received an email from CeX on the 7th informing they have lowered the price as the item was received past the 10 days price promise!

    I replied the item was received on the 5th as confirmed on the Royal Mails website which is within 10 days and also attached a copy of the original email which stated the price promise was for 10 workings days. In both cases, I was still within the time-frame.

    This is their response:

    "I can see you order was created on 27th and not received until the 7th this is outside of the 10 day price promise which includes weekends and bank holidays.

    Due to the above the the new price can either be accepted or declined."

    Their second response:

    "I can see the tracking information is showing it was delivered on 5th however we do not get royal mail deliveries on the weekend.

    This would have been scanned ready to be delivered with the load on the following monday."

    These replies were coming from the same person and they completely ignore the fact about the quoted 10 working days.

    Anyone here has any experience with this? Any input will be much appreciated.

    Thanks.

    16 Comments

    Keep at them, or email the CEO. That's what I did when I had a problem at a CEX store, got a response and voucher via e-mail the following day.

    Original Poster

    Eden0032

    Keep at them, or email the CEO. That's what I did when I had a problem at … Keep at them, or email the CEO. That's what I did when I had a problem at a CEX store, got a response and voucher via e-mail the following day.



    Thanks, I will have to that looks like it. The price went from £36.00 to £19.00 which is quite significant.

    Wasn't the 5th a Saturday? Might've been signed for by the cleaner and not dealt with until Monday the 7th.

    I see 2 issues.
    1) You said 10 working days. Last time I have seen 10 working days mentioned in CEX email was in Jan. After that they only mention 10 days.

    akashi

    These replies were coming from the same person and they completely ignore … These replies were coming from the same person and they completely ignore the fact about the quoted 10 working days.


    2) If the issue is regarding Nov 5th or 7th as delivered date, then Smart answer should be 5th. As Eden0032 best to email CEO.

    Original Poster

    raj75

    I see 2 issues.1) You said 10 working days. Last time I have seen 10 … I see 2 issues.1) You said 10 working days. Last time I have seen 10 working days mentioned in CEX email was in Jan. After that they only mention 10 days.2) If the issue is regarding Nov 5th or 7th as delivered date, then Smart answer should be 5th. As Eden0032 best to email CEO.



    It definitely say 10 working days on my email and still have it available.

    akashi

    It definitely say 10 working days on my email and still have it available.


    If so, then you even clear case (as 10 working days means 9th Nov)

    Original Poster

    https://s16.postimg.org/z1py2mg91/Ce_X.png

    akashi


    Thanks. I just now created a new sell order for 'Gears Of War 4' and it says 10 days for me. Also my email format/details are different from yours.
    Not sure if they have 2 systems sending out emails.

    Anyway not to worry, Just tell them 10 working days means 9th Nov is the end date.

    akashi


    You clearly have a case, I have had many problems with them in the past and find their customer service online to be atrocious. I have noticed if you leave them a negative review on trustpilot they tend to take you more seriously.

    Banned

    that looks like an old email/ glitch as it was 10 working days back in January, but not to say you can't complain etc
    Edited by: "cokezone1112" 10th Nov 2016

    Original Poster

    I emailed Mr Mullins last night and haven't got a reply yet so far.

    Does anyone have a telephone number I can call CeX on and speak to someone?

    This has been a horrible experience thus far.

    akashi

    I emailed Mr Mullins last night and haven't got a reply yet so far.Does … I emailed Mr Mullins last night and haven't got a reply yet so far.Does anyone have a telephone number I can call CeX on and speak to someone?This has been a horrible experience thus far.



    Cex Don't have telephone numbers, you can't contact anyone via telephone.

    Original Poster

    I just posted on Trustpilot. If I still don't get a response, I will try Facebook and Twitter next.

    Banned

    Out of interest why don't you just reply to email that said we are now reducing the price. That is the buying teams email they'll respond within about 30 mins Monday - Friday. The customer service is out sourced to India or somewhere. The buying team also have managers and the power to issue cheques if there is an issue with price differences etc

    Original Poster

    cokezone1112

    Out of interest why don't you just reply to email that said we are now … Out of interest why don't you just reply to email that said we are now reducing the price. That is the buying teams email they'll respond within about 30 mins Monday - Friday. The customer service is out sourced to India or somewhere. The buying team also have managers and the power to issue cheques if there is an issue with price differences etc



    ​I already emailed that team three times without any luck. This is why I created this thread for help.

    Original Poster

    killerboy32

    You clearly have a case, I have had many problems with them in the past … You clearly have a case, I have had many problems with them in the past and find their customer service online to be atrocious. I have noticed if you leave them a negative review on trustpilot they tend to take you more seriously.



    As suggested above, I posted on Trustpilot and received a response very quickly. The person responding there from CeX intervened and today I received confirmation the price has been put back up to £36.00

    Thank you to everyone here for all your help.
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