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

I don’t usually leave reviews, but after such a shocking experience at this store over the weekend, I feel obligated to warn others to steer clear of this place.

I had my eyes on a specialty item that was only available at the Cex store in Wollongong. Living in Sydney and working full-time, I couldn’t pick it up during the week, so I wanted to ensure it was actually in stock. I tried calling the store, but the phone number directed me to an automated message, pushing me to their online store or Facebook page. Highly unprofessional, but I proceeded.

On Wednesday morning, I purchased the item for click-and-collect, wanting to inspect it before taking it home. I received an email confirming it was ready for collection but would only be held for 2 days. I reached out via Facebook to explain my situation, only to receive a curt response stating the phone line was for internal use only and that my item would indeed be held for just 2 days, showing zero customer empathy.

Every morning at 8 am from Wednesday to Saturday, I received an automatic message saying my order was ready for collection. When I arrived at the store on Saturday, I expected everything to go smoothly. However, the employee serving me stopped to consult with his manager, only to return and inform me the item had been returned to stock. Despite my order confirmation that morning, they offered no solution other than repurchasing the item at a higher price, which had increased by $10 since my original purchase. They refused to honor the original price despite my three-hour round trip from Sydney.

To add insult to injury, later that day, I received an email saying my click-and-collect order was never picked up. This was the final straw in an incredibly frustrating experience.

In conclusion, Cex showed a complete lack of customer care. I strongly advise anyone considering shopping there to think twice and find a store that values its customers.

This review is for CEX online. I don’t shop there anymore because of the ongoing bad service. Many times over the years they shipped me the wrong dvds and blu rays and wasted my time. One time I bought the same dvd to rectify their mistakes meaning that the movie I was after had the same title as the wrong one they sent, and their apathy costs me time and money having to return the item to get a refund. One time I ordered a blu ray and they sent a dvd. Another time I ordered a blu ray collection and I opened it up and it was dvd. My friend tried to get a refund and the woman in one of their stores was rude and wasn’t accommodating because their policy is I left it too late. They can’t make up the laws of return policy just because they want to, the consumer laws is I have rights to a refund.
They don’t know what they’re doing and don’t care. The owner told me he would better train his staff but the mistakes continued at my time and expense. Nothing changed. And now in store the women there gave me and my friend bad service, they were rude and thought it was okay to treat us bad because they were having problems at home. Leave your problems at home thankyou. Show customers respect or we won’t come back. Like me.

I wanted to update my previous review, which I had to post under a different account since I can’t submit a new one. After the petty response I received, I feel compelled to lower their rating even further.

I personally reached out to CeX customer service, as they suggested, hoping to resolve my issue. To my astonishment, they responded with zero empathy, claiming the entire incident was my fault due to their click-and-collect policy, which states items are only held for 2 days. They also denied my request for $10 compensation for the terrible experience. To make matters worse, I had to drive a 3-hour round trip, which highlights the company’s blatant disregard for customer service.

I can confidently say I will never shop at any of their stores again. This is truly appalling behavior.