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Over the last month or so, I've had a pretty terrible experience with CEX. If you want to skip the next few paragraphs and get to their questionable terms, scroll down until you see the bold quoted text.
I purchased a camera lens from them partly in vouchers and partly by paypal. When it arrived, it was missing parts, so I asked if I could be sent them or given a partial refund to the value of those parts. Initially they refused, asking me to send it back for a refund and then to repurchase one of the others they had in stock in the hope that one of those would have all the parts included, but eventually they agreed to send me replacement parts. And sent me the wrong parts. This took a month. At this point I decided to send the lens back for a refund, along with another lens I had just purchased from them, and had been sent the wrong one...
So I sent them back, by recorded delivery. It took them 5 days after they received them to notice that I had sent 2 lenses back, despite having been told this, and the parcel being clearly labelled, and they didn't refund me until I mentioned legalbeagles on twitter. Unfortunately, nearly 2 weeks later, they have still not refunded my return postage.
Because I had originally paid partly in vouchers, part of my refund was in vouchers, which I used as soon as I got them refunded. And guess what they sent me? Another incorrect lens. So. Another return. They've had that a few days, but wont update me, and have stopped answering emails.
Oh, and there's no telephone contact for them.
The saga continues.
Now, where their terms come into question.
A phrase they used a couple of times in their emails with me is "I am afraid we do not guarantee the version, condition, accessories, settings or the accurate configuration of online purchases." Which seems... odd.. Then looking through terms on their website [MENTION=14041]legalbeagles[/MENTION] pointed out that they say "Please note, however, that all product descriptions and images are for display purposes only and do not represent the finished product." Which again strikes me as somewhat strange...
As far as I can tell from the other people having problems with returns with CEX (and there are quite a few), their default position with missing parts/incorrect items/faulty items is rather than to replace, to ask the buy to return and then re-purchase the thing you wanted. Obviously, the problem there is that given they can take two weeks and more to refund, the chances of them still having stock are vanishingly small, and the chances of that stock being what you wanted is pretty small, too...
[MENTION=14041]legalbeagles[/MENTION] over on twitter suggested I start a thread here, so here I am.
I purchased a camera lens from them partly in vouchers and partly by paypal. When it arrived, it was missing parts, so I asked if I could be sent them or given a partial refund to the value of those parts. Initially they refused, asking me to send it back for a refund and then to repurchase one of the others they had in stock in the hope that one of those would have all the parts included, but eventually they agreed to send me replacement parts. And sent me the wrong parts. This took a month. At this point I decided to send the lens back for a refund, along with another lens I had just purchased from them, and had been sent the wrong one...
So I sent them back, by recorded delivery. It took them 5 days after they received them to notice that I had sent 2 lenses back, despite having been told this, and the parcel being clearly labelled, and they didn't refund me until I mentioned legalbeagles on twitter. Unfortunately, nearly 2 weeks later, they have still not refunded my return postage.
Because I had originally paid partly in vouchers, part of my refund was in vouchers, which I used as soon as I got them refunded. And guess what they sent me? Another incorrect lens. So. Another return. They've had that a few days, but wont update me, and have stopped answering emails.
Oh, and there's no telephone contact for them.
The saga continues.
Now, where their terms come into question.
A phrase they used a couple of times in their emails with me is "I am afraid we do not guarantee the version, condition, accessories, settings or the accurate configuration of online purchases." Which seems... odd.. Then looking through terms on their website [MENTION=14041]legalbeagles[/MENTION] pointed out that they say "Please note, however, that all product descriptions and images are for display purposes only and do not represent the finished product." Which again strikes me as somewhat strange...
As far as I can tell from the other people having problems with returns with CEX (and there are quite a few), their default position with missing parts/incorrect items/faulty items is rather than to replace, to ask the buy to return and then re-purchase the thing you wanted. Obviously, the problem there is that given they can take two weeks and more to refund, the chances of them still having stock are vanishingly small, and the chances of that stock being what you wanted is pretty small, too...
[MENTION=14041]legalbeagles[/MENTION] over on twitter suggested I start a thread here, so here I am.
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