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

I had a poor experience with the CEX click and collect feature. I ordered a low-value item and left immediately to pick it up. When I arrived, the staff said the order wasn’t in their system and that I needed to wait a few hours due to system delays. There was no mention of this on the website, and I received an email about this 10 minutes after I’d already left for the store, quite ironic I might add.

The next day, I went back but couldn’t pick up the item because I didn’t have a physical ID, something I admit I overlooked in the email and didn’t bring due to being in a rush, it’s just frustrating because stores like Argos don’t need any ID even for when I went to pick up expensive consoles and games for 100s of pounds, yet I need an ID for an item worth not even PS2 . Additionally, the website didn’t mention needing an ID or the wait time for pickup at any moment at the checkout. I believe a simple message informing the customer about this would’ve come a long way.

This review isn’t criticizing the staff–they did nothing wrong–but the outdated CEX system. The process should be streamlined so items can be picked up immediately after purchase, and ID requirements should be reconsidered, especially for cheap items. I believe I would have had a better experience simply visiting the store or ordering from Amazon. I won’t be using CEX click and collect again.

Again, I would like to reiterate this another time. Argos allows for immediate pickup without any ID. They also do pickup to places like Sainsbury’s local where they have to deliver the package, and they MAKE SURE you know exactly when it will be there on the product page right above the click and collect button.

Here is an example from the Argos site:

“Order now, collect from 9am tomorrow at Fulham Wharf (Inside Sainsbury’s)”

“Order now, collect right away at Wandsworth (Inside Sainsbury’s)”

I do not have to rely on getting my information from a delayed email and can plan accordingly before even adding the item to my basket, not to mention Argos has been doing click and collect in this fashion for almost a decade.

I once visited CEX Shepherd’s Bush, W12 with a specific need – a small footprint USB stick for my tight-setup computer. What should have been a straightforward purchase turned into a disheartening example of misleading sales practices.

Upon requesting the item, I was assured they had exactly what I was looking for. However, to my dismay, the staff member, with a straight face, handed me a USB stick that was significantly larger than what I had specified. It was immediately clear that this was not the “small” USB stick I had requested.

What’s particularly troubling is the blatant disregard for honest communication. The salesperson looked me in the eyes, confidently presenting the USB stick as if it met my request, fully aware it was not what I asked for. This level of dishonesty is not only unacceptable but also undermines the trust customers place in CEX

I am disappointed by this experience and feel compelled to share my story so that future customers might be wary. An electronic store’s reputation hinges on trust, honesty, and the ability to meet customer needs accurately. Unfortunately, CEX Shepherd’s Bush, W12 fell short in this instance, prioritizing a sale over integrity.

To CEX, I hope this review serves as a reminder of the importance of honesty in customer service. And to potential customers, I advise you to double-check the specifics of your purchase before leaving the store.

Used to be one of the best stores in London, but now they have hired a few younger incompetent staff (within the last few months).

Drop&Go literally means drop your items and go, and they will just input all your items there like you’re selling on the spot…
Then they don’t know how to do online returns or look up order numbers.
I’ve wasted around 20-30mins every time I come here to sell a couple of items whereas before i used to literally drop my items & go which would take max 2/3 mins, how has wait times increased x10?!?