CeX has been accused of leaving hundreds of customers, including key workers, out of pocket by failing to deliver their online orders.
Which? is calling on the second hand electronics retailers to refund “scores” of customers who have been left with faulty products they are unable to return or without their orders entirely.
The consumer rights watchdog spoke to mobile carer and keyworker Donna Blakely who purchased a £600 phone from CeX’s website, said despite paying for next day delivery and taking the day off to ensure she received it, there was still no sign of her phone after a week.
“I’m literally desperate for a new phone,” she said.
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“I’m visiting vulnerable clients and need a phone to ring ambulances. My current model only lasts for an hour off charge and I can’t afford to buy another one.”
CeX told Blakely that it will investigate the case if it still hasn’t arrived after 14 days, and explained to Which? that it regrets courier delays.
According to Which? consumer rights editor Adam French: “Customers have 14 days to cancel most online orders that fail to arrive on time and are entitled to a refund, repair or replacement if their purchase is faulty.”
Another customer who spoke to Which? said he purchased a phone in-store and was told by CeX he could return it by post if stores closed during the lock-down.
After discovering his phone was faulty, CeX told the customer he would now have to wait until stores reopened to receive a refund.
The customer told Which? “I’ve got an £80 phone just sat there and I can’t return it or use it. CeX told us it’s unable to take store returns by post and has never offered this service. It assured us it has extensive testing systems in place for all products.”
French added: “If you are struggling to get a refund from the retailer, then it is worth contacting your bank to make a claim either under Section 75 or chargeback, depending on how you paid.”
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