CeX/WeBuy - United Kingdom Reviews 511,198

Reply from CeX/WeBuy - United Kingdom

8 hours ago

Hi Dan,

Thank you for your review on Trustpilot.

We regret to note that one of the controllers is not working, but pleased to hear that you are happy with the rest of the items.

Should there be any discrepancies raised, we advise customers to return the item so it can be checked by our team, and a resolution can be offered as per our online returns policy.

I have sent you an email on your registered ID to assist you further and if you have any queries, please let me know.

Regards,
Jessica

Reply from CeX/WeBuy - United Kingdom

8 hours ago

Hi Alexandra,

Thank you for your review and I understand your concern in this matter.

We did receive your email, and rest assured that we are liaising with our internal teams and the carrier about your package. We have certain procedures in place that need to be followed in cases such as these and would like to assure you that the respective teams are personally looking over this.

I have replied to your email addressing this further and if you have any queries, please let me know.

Regards,
Jessica

Reply from CeX/WeBuy - United Kingdom

9 hours ago

Hi Selim,

Thank you for your review and I understand that you are awaiting delivery of your order.

Online orders can be sourced from any of our stores across the UK and usually, the product is delivered in 1 to 3 working days, but we request that you allow up to 14 days. This time allows us to effectively track and resolve any potential issues with lost orders, ensuring a smooth delivery experience.

Whilst we do not have a dedicated contact line, our customers can raise any issues with their order via our support page or our social media channels.

As you have been in touch with us via email, my colleague has initiated an investigation and will get back to you with a response in due course.

Regards,
Ashwin

Reply from CeX/WeBuy - United Kingdom

9 hours ago

Hi Aled,

Thank you for your review and I am sorry that your recent orders were cancelled.

Our stores make every effort to fulfil customer orders and we have guidelines in place to check the product specifications while processing them. However, at times, the stores notice that the item is incorrect, missing or unfit for online sale, thus, to avoid the inconvenience of returning the item to us, such orders are cancelled.

With the way our system works, we try to assign this item to another store depending on availability, however, this is not possible every time.

If you wish to make a similar purchase once they come in stock, please contact us via our support page https://tinyurl.com/5xv574ut with the subject line "Trustpilot 21920029" and I will be happy to assist you further.

Regards,
Ashwin

Reply from CeX/WeBuy - United Kingdom

9 hours ago

Hi,

Thank you for reviewing us on Trustpilot, and I’m sorry that your recent WeBuy order took longer than expected.

In line with our business process, all WeBuy orders received at our warehouse are booked for testing on a first-come first-service basis. We endeavour to process all orders within a week; however, due to high volume, it may take longer in some instances.

As per our records, your items were tested within a week from being delivered, and we were awaiting your confirmation on the updated price.

If you would like to discuss this further or need any additional information, please feel free to get back to us on the existing email thread, and I’ll be happy to assist you further.

Regards,
Viraj.

Reply from CeX/WeBuy - United Kingdom

8 hours ago

Hi,

Thank you for taking the time to share your feedback with us, and we are truly sorry to hear that your recent experience did not meet the standard you rightly expected. We want every customer to feel valued and well supported throughout their journey with us, and we sincerely regret that on this occasion we fell short of that commitment. Please know that your concerns have been heard and are being taken seriously.

We fully acknowledge your concerns regarding the items you received as well as the level of service experienced during this time. This is certainly not reflective of the experience we strive to provide, and we understand how frustrating this must have been. We want to assure you that your feedback has been escalated to our store management team and will also be brought to the attention of senior management for thorough review and further evaluation. We are actively taking steps to assess and strengthen our internal processes to help prevent similar issues from arising in the future, and feedback such as yours plays a valuable role in helping us identify areas where improvement is needed.

With regard to our response times, we do aim to address all customer enquiries within 24 hours. However, we recognise that during periods of higher query volumes, this timeframe may on occasion be exceeded, and we apologise for any inconvenience this may have caused. We are continuously working to enhance our communication channels and improve the overall efficiency of our customer support. If you would like us to look into your case in greater detail, we kindly ask that you reach out to us via our website contact form with your order information, and a member of our team will be happy to assist you further.

Regards,
Nikita

Reply from CeX/WeBuy - United Kingdom

9 hours ago

Hi Ben,

Thank you for your review. I understand your concerns regarding the wait time for payment for your camera.

While we always aim to complete testing and process payments as quickly as possible, there are occasions where this may take longer than expected. This can be due to higher volumes of items being assessed or the more complex nature of certain products, which require additional checks.

Our customer support is managed via email and social media platforms. We strive to respond to all enquiries within 24 hours; however, response times may occasionally be extended where coordination with internal teams is required to provide an accurate update.

I will continue to address your concerns through the ongoing email thread. Should you have any further questions in the meantime, please feel free to reply there.

Regards,
Jessica