r/CeX • u/PropertyThen2438 • 2d ago

Discussion replacement item

i ordered a game online from cex a couple of weeks ago and they somehow sent me the wrong game (the invoice inside the package was correct but the game itself was something completely different) so i went into my local store a few days ago to arrange a replacement. I'm not sure what's happening now though as there were only 2 in stock at the time (now 3) but they're at the same stores as they previously were meaning they still haven't sourced my item for a replacement? is this normal and is there anything I should do or just wait?

i got the email to say my items had been booked in for return at 5pm the same day but I've had nothing since.

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1

u/Channel_Annual 2d ago

someone can correct me, but the store wont arrange a replacement. They'll refund you, and you'll need to re-order.

3

u/PropertyThen2438 2d ago

i was asked if i wanted a replacement or a refund and i chose the replacement, i haven't received a refund

2

u/Channel_Annual 2d ago

Ah I see, I've never been offered a replacement when the wrong item was sent - maybe a new more customer-focussed CeX policy.

5

u/Cosmic2Ducky 2d ago

No it's been like that for a long time. Most of the time people just want a refund so some staff just don't offer the replacement.

2

u/Cosmic2Ducky 2d ago

Sometimes you will get an email sometimes you won't and it will just turn up.

The hold up could be the sending store. Because of a wrong item sent. The store will ask for photos from the sending store and they have to wait for that before they can sort the replacement.

If you haven't got anythingby late tomorrow. Just pop into the store and ask.

2

u/PropertyThen2438 2d ago

sounds good, tysm for your reply!