CeX/WeBuy - United Kingdom Reviews 511,191

Reply from CeX/WeBuy - United Kingdom

6 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

6 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

5 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

6 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

Reply from CeX/WeBuy - United Kingdom

5 hours ago

Hi Jon,

Thank you for your review. I am sorry to hear about your experience and the inconvenience caused.

I understand how important it was for you to receive the correct item, and I regret that you were sent a different drive. This is not the standard we aim to provide. Your feedback has been shared with the store team, and I will also ensure it is raised with senior management for further review so we can improve our processes.

In this case, a replacement was not arranged as the correct stock was not available at the time, which is why a refund was processed instead. Refunds are usually completed within 3 to 5 working days, however depending on the payment method, such as Apple Pay, it may take up to 10 days for the funds to reflect in your account.

I understand the impact this delay has had on your work and I am sorry for the disruption caused.

If there is anything further you would like us to assist with, please contact us via our website contact form and we will be happy to help.

Regards,
Nikita.

Reply from CeX/WeBuy - United Kingdom

8 hours ago

Hi Carly,

Thank you for your review and it is unfortunate there were issues with the item upon delivery.

We ensure that items are packaged with appropriate packaging materials and then sealed to ensure they are delivered without any issues. In case of any issues, our customers can highlight them to us so we can raise this further with the carrier and advise further.

As you have been in touch with us via email, my colleague has initiated an investigation based on the details at hand. In case any further inputs are received, we will reply to the same thread.

Regards,
Ashwin

Reply from CeX/WeBuy - United Kingdom

6 hours ago

Hi Lewis,

Thank you for your review. Please accept my apologies for any disappointment caused by your recent purchase experience.

I see that you have returned the item, and a refund was issued to the original mode of payment. Feedback has been shared with the store management for procedural evaluation, and the necessary steps were followed to avoid such an instance from happening again, which is one of the reasons the item does not show in stock at the moment.

If you have any queries, please write to us via our contact form on uk.webuy.com/support and we shall assist you.

Regards,
Jessica

Reply from CeX/WeBuy - United Kingdom

8 hours ago

Dear Mr Milroy,

Thank you for your review.

​We make sure that they are purchased under the correct listing, based on their colour, specifications, and other details provided. ​I apologise if this may have been missed here.

I have noticed that a refund was issued for your order which is good to see.

Since you were in touch with us via email, my colleague suggested an outcome along with sharing your feedback with the store regarding the service experience. Feel free to reply to the same thread if you require further assistance.

Regards,
Ashwin