Found 15th Nov 2016
Anyone any experience from ordering from Cex online? I ordered an iPhone on Saturday morning at 9am, It said it would be dispatched within 24hrs. I thought OK over the weekend nothing will happen but they will send it Monday and i'll have it today, damn all happened and then today I get a notice saying dispatched and a tracking number, well the tracking number doesn't seem to work, all I get is come back later which means Royal Mail don't have it. Have you any experience using Cex online?

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23 Comments

Have you tried ringing them?

Banned

It'll be recorded delivery, which won't show up on the tracking until after its been delivered.

I placed an order on their website for a Dell tablet keyboard today at 2:14pm and received the dispatch confirmation and Special Delivery tracking info at 3:10pm. The tracking number doesn't yet work on Royal Mail website, but I still have hope that it might actually get delivered tomorrow.
Edited by: "SUMMONER" 15th Nov 2016

Original Poster

Aaronnnn

Have you tried ringing them?



The don't have a phone number. Contact us form only.

Original Poster

WonkyDoctor

It'll be recorded delivery, which won't show up on the tracking until … It'll be recorded delivery, which won't show up on the tracking until after its been delivered.



It was sent Special Delivery not recorded.

Original Poster

SUMMONER

I placed an order on their website for a Dell tablet keyboard today at … I placed an order on their website for a Dell tablet keyboard today at 2:14pm and received the dispatch confirmation and Special Delivery tracking info at 3:10pm. The tracking number doesn't yet work on Royal Mail website, but I still have hope that it might actually get delivered tomorrow.



Ah well at least I'm not alone. I know when I've sent things Special Delivery it tracks as soon as it hits the post office so it must not have reached the post office yet.

May be they have to get it from one of their stores first and it will only be send out by Royal Mail after it arrives at their head office.
Edited by: "SUMMONER" 15th Nov 2016

Banned

SUMMONER

May be they have to get it from one of their stores first and it will … May be they have to get it from one of their stores first and it will only be send out by Royal Mail after it arrives at their head office.


Interesting that a store would send it to head office and then head office would send it. Surely the store who they get the stock off would send it?

Original Poster

SUMMONER

May be they have to get it from one of their stores first and it will … May be they have to get it from one of their stores first and it will only be send out by Royal Mail after it arrives at their head office.



Possibly. Anyone know how CeX operate?

djonesbt45

Possibly. Anyone know how CeX operate?



Pretty sure stuff is sent direct from store.

Lenere118

Interesting that a store would send it to head office and then head … Interesting that a store would send it to head office and then head office would send it. Surely the store who they get the stock off would send it?


To do that the stores would have to keep appropriate packaging and then someone would have to walk the parcel to the local Post Office. It is much easier (for them) to just let it sit on the shelf for 3-4 days, until the next delivery van comes by from the central warehouse/head office.
Edited by: "SUMMONER" 15th Nov 2016

Banned

SUMMONER

To do that the stores would have to keep appropriate packaging and then … To do that the stores would have to keep appropriate packaging and then someone would have to walk the parcel to the local Post Office. It is much easier (for them) to just let it sit on the shelf for 3-4 days, until the next delivery van comes by from the central warehouse/head office.


Somewhat i don't think it would harm them having bubble wrap in the store. I'll have a read into it

Done a recent CEX order which was placed on weekend. Mine was dispatched on Monday and arrived Tue morning.
It never showed up on Royal Mail tracking but had been sent Special Delivery.
Generally for the more expensive items CEX use next day.
Royal Mail are appauling for updating their tracking.
So I would expect it to arrive tomorrow regardless of tracking.
Edited by: "Bingstroller" 15th Nov 2016

They vary according to branch. They always state it's been sent when it hasn't and the tracking is then useless. They take a week to answer mails. 50 percent of orders have bits missing. Or are wrongly graded. Sometimes I have had completely wrong items. Expect to have item covered in stickers where they are hard to remove. And covered in miles of tale and bubble wrap. If you need to return it take it to a branch.

djonesbt45

Possibly. Anyone know how CeX operate?



yes actually. I used to run the e-commerce for one of the larger stores.so a rough guide is,

-a customer makes an order on the website, the order goes to a central e-commerce processing system where it decides which store gets that order. typically it'll boil down to whoever has the most in stock, and therefore who is most likely to complete the order successfully.
-the store receives the order and goes to find the item.
-the store marks the item as found or not found. if not found the order is forwarded to the next store who has it in stock.
-the order is processed in store and then packaged up. at this point the store will mark items as dispatched as they are ready to be collected. they will have the tracking numbers assigned but royal mail do not yet know these numbers.
-royal mail comes (usually daily) to collect orders, but they are not processed until they are back at the royal mail office. this is the earliest point the tracking number could become active.

thats about it. a few other considerations,
-as the orders come from stores the quality and/or grading of items varies in the same way it would by visiting different stores.
-larger stores are more likely to have items so they are more likely to get orders, meaning the bigger stores tend to have lots and lots to complete at once (increasing the probability of human error). smaller stores tend to get less orders but then its more manageable.

to address the original question, the 24 hours quoted is never really enforced. I've seen some orders that hang around for weeks before being marked as found or not found. its crap but there is not a lot to do about it. however if it has been marked as found, and then dispatched and you have your tracking number then all is well. if the tracking number isn't working its likely either not been collected by royal mail yet, or royal mail haven't processed it fully yet.

wackogenius

yes actually. I used to run the e-commerce for one of the larger stores.


Thanks for that, very insightful. Do concessions and "real" CEX stores operate in the same manner?
Edited by: "SUMMONER" 16th Nov 2016

As a buyer online in the last month, be prepared for them to lie about the delivery date, and when chased after a week they admit to never having had the items in stock be prepared to wait a few more days for your refund.

SUMMONER

Thanks for that, very insightful. Do concessions and "real" CEX stores … Thanks for that, very insightful. Do concessions and "real" CEX stores operate in the same manner?



I believe so. when i worked there it was unusual for a non-corporate store to be part of the e-commerce system. but when they were part of it, they operated in the same manner exactly.
They did want to continue to expand the e-commerce system (which they seem to have been successful with), but it was indeed with the intention that they would also work in the exact same way.

Update for my order: Parcel was collected yesterday 8:00pm and is now out for delivery. Awesome!
Edited by: "SUMMONER" 17th Nov 2016

Parcel has arrived, it was well packed too, also some Numpty plastered brown tape all over the keyboard.

Pretty good for a £2.50 delivery charge.

Any luck with your order djonesbt45?
Edited by: "SUMMONER" 17th Nov 2016

Original Poster

SUMMONER

Parcel has arrived, it was well packed too, also some Numpty plastered … Parcel has arrived, it was well packed too, also some Numpty plastered brown tape all over the keyboard.Pretty good for a £2.50 delivery charge.Any luck with your order djonesbt45?



Yes it came today also. However the RM tracking is still wrong, so that shows how reliable that it.

Banned

Buying and receiving is all fine here, the problem rises when the condition of the item is underwhelming to say the least. In that case, visit a branch nearby for a refund or send it back using CEX Online though it'll take a couple of days or so.

djonesbt45

Yes it came today also. However the RM tracking is still wrong, so that … Yes it came today also. However the RM tracking is still wrong, so that shows how reliable that it.


At least it arrived and you don't have to spend the next few weeks calling them asking for updates/a refund.
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