CeX in Larne | Best Phone, Laptop, and Computer Repair Services at Affordable Prices | Quick Fixes

Truly horrible customer service from “Laura”/”Lauren” (Staff Id: 60495)

I have never felt obliged to leave a negative review on any staff member in any store, but this experience was so atrocious that I simply had to. Up until now I have only ever had pleasant interactions with staff.

This staff member was extremely rude throughout the entire exchange and ultimately shortchanged me by more than a couple of pounds (I believe on purpose), when I returned moments later to receive the correct amount, she completely ignored me. I was the only customer at the desk, standing directly in front of her, but she was clearly ignoring me.

Her colleague soon provided assistance, when I explained that I was given the incorrect amount he approached her. Before he even said anything to her she rolled her eyes, scoffed loudly and exclaimed, “IT’S HERE!” In a frustrated tone as if I, the customer, was bothering her for her own mistake.

So she knew exactly why I had returned but insisted on pretending I didn’t exist because she could not be bothered interacting with a customer that she knew she had mistreated. A customer she knew had their time wasted by her own lack of professionalism.

When her mistake was acknowledged she did not apologise to me for the inconvenience in failing to give me what I was owed. This is the very least I would expect. Absolutely no accountability whatsoever.

I wouldn’t have bothered returning for the several pounds if it wasn’t for how I was treated throughout the whole ordeal. For starters, she asked if I had 10p so that she didn’t have to, “Bother counting 90p and just give me a PS1 coin.”

I apologised and said I didn’t have any change.

She let out an exaggerated sigh, rolled her eyes, scoffed and then began counting 90p out in 5p coins. She failed to count 90p and only gave me 75p. I obviously didn’t mention that when I returned for the greater sum of missing change that she failed to provide me because it’s nothing compared to the several pounds she ultimately miscounted.

But this begs this question, is this staff member really this incompetent at counting small change or did she deliberately shortchange me? Based off her attitude I wouldn’t be surprised by the latter.

To continue, she began inspecting the condition of every single insert and manual in every single game I brought to trade. Why? No idea. I don’t work for CeX but even I know that manuals are not considered essential inclusions unless otherwise required in “w/ manual” entries. So was she prepared to reject items for trade based off the conditions of the inserts when they aren’t even required in the first place?

Apparently so.

I suspect this staff member may be new as she asked other staff members about a dozen questions resulting in the most blatantly obvious responses to queries that even I could have told her the answer to, and I don’t even work for CeX or even in the retail sphere.

Ultimately, I am shocked that this individual has secured this position, as blunt as I have to be on the matter. They have shown to possess zero customer service skills and zero effective retail experience. Just how lax is the CeX interview process?

Even after returning for the correct amount I was owed I am still walking away without the correct amount, but you can guarantee I will never be walking back into CeX Newtownabbey.

Warranty zero they will use every trick in the book to get out of it an expensive phone i bought devopled a non functioning part of the screen had a member of staff tell me I had no warranty as I took of the screen protector that was buubling Samsung was happy with it they replace it for free tried head office they told me I had opened and closed it to many times must be there telepathy I am 55 and don’t do Facebook etc opened and closed to many times Samsung say good enough for 100000 beware you have been warned Google it for yourself cex warranty issues I wonder what waffle they will come up with after seeing this review

cex always write their own rules the screen protector is a consumable item it bubbled so i took it of as allowed by samsung when i brought the phone into your shop a member of staff took of the front screen protector in her worlds to check for damage so then it would be fair to say cex removes screen protectors to check screens further to nonsense about accessories etc they where with us cex would not got past the screen protector was removed warranty void checked with cex head office there reply from them was equally rubbish and i quote i opened and closed the phone to many times seriously bottom line it’s a well known fact cex will actively seek to bypass warranties with make it up as you go along unqualified rubbish

Left 2 items in via the drop and go service and was assured by staff member that the items would be inspected and if i didnt get a call from.a with held number or an email that day then the money would be transferred to my bank account that day and would be in my account following day. Shock horror that didnt happen and when i contacted customer service on Fb was informed that it usually took 2 days for inspection and money processed. Still waiting for money staff member clearly misled me