CeX/WeBuy - Portugal Reviews 26,181

Reply from CeX/WeBuy - Portugal

Dec 31, 2024

Hello Leonardo,

Sorry to hear this, regarding your most recent order :(

We understand your concern about the condition of the memory slots on your PC. We strive to ensure all our products meet high standards of cleanliness and functionality!

We apologize that this wasn't the case with your purchase. We're taking every measure to ensure this doesn't happen again.

Still, we appreciate you taking the time to share your feedback with us. Please, do not hesitate in contacting us via our Contact Form on our website at pt.webuy.com, as we'll gladly help you in any way we can!

Kind Regards,
Miguel

Reply from CeX/WeBuy - Portugal

Dec 19, 2024

Good morning Ramandeep,

I’m sorry that the item didn’t meet your expectations :(

At CeX, mobile phones are classified into three different categories (A, B, or C) based on their aesthetic condition and included accessories. It is only mandatory for the accessories to be original in our category A.

If you have any doubts about our categories, you can find detailed information on our Help Pages, available on our website pt.webuy.com.

Since the mobile phone you purchased is classified as category B, it is not mandatory for it to come with an original charging cable; it can be a generic one, as long as it is compatible with the phone and functional.

However, we understand that you were expecting a different type of cable, and for that reason, you can take advantage of our Online Purchase Returns Policy for Dissatisfaction. This allows you 14 days to return the item for a full refund, using the same payment method :)

We offer this return policy, which includes shipping costs, as we understand that sometimes our customers may receive items that don’t match what they expected, and we don’t want you to be disadvantaged because of this.


If you are interested in replacing the cable instead of returning the phone, please don't hesitate to contact us through our Contact Form at pt.webuy.com so we can assist you with that :)

Kind regards,
Daniela

Reply from CeX/WeBuy - Portugal

Dec 15, 2024

Hello, Andy.

I'm sorry to hear about your experience with CeX :(

Shipping costs associated with purchases through our online shop are applied per item, i.e. there is a shipping cost of €2.50 for all items with a unit value of less than €100.00.

This applies even if the items come from the same shop, as CeX does not have a central warehouse from which it dispatches its items, and all our stock is available in these shops.
As a result, a single online order may generate several instalment shipments and the allocation of shops that ship the items is random, so we have no way of changing the calculation of the respective cost.

Based on this information, we would like to assure you that CeX does not aim to make a profit on shipping costs (the amount paid by the customer never corresponds to the total amount paid by CeX), but rather to provide our customers with the best shipping service for purchases made online via our website at en.webuy.com and/or the CeX app :)


We hope this explanation has been enlightening, and if you need any further help with anything related to CeX, please don't hesitate to contact us via Facebook private messages or our contact form at https://pt.support.webuy.com/.

Sincerely,
Mariana

Reply from CeX/WeBuy - Portugal

Updated Dec 11, 2024

Good morning,

I'm sorry you haven't received your order yet :(

CeX orders to and from mainland Portugal usually take between 2 and 3 days to be delivered.

That said, I've checked that your order was shipped on December 1st, so it should have arrived at your address by now :(

I'm very sorry for any inconvenience this situation may have caused you.

In order to ensure that you receive your order as soon as possible, and since we were unable to obtain any information from the tracking associated with your shipment, we have already contacted CTT to clarify what happened to your shipment :)


As soon as we hear back from them, we'll get in touch with you via the email we sent you!

Sincerely,
Daniela

Reply from CeX/WeBuy - Portugal

Dec 3, 2024

Good afternoon Maya,

I'm contacting you because of your feedback.

We apologize for the situation you report :(

All the items that CeX sells are used, however, they are always tested to ensure that they are 100% functional, so this incident does not reflect on the quality of our products or our service.

We are sorry for any inconvenience caused by this problem and hope that we have not affected your confidence in CeX!

In order to better assist you, we have already contacted you via email to resolve this inconvenience.


I look forward to your reply so that I can help you better :)

Best regards,
Ivo

Reply from CeX/WeBuy - Portugal

Nov 25, 2024

Good afternoon Filipe,

I'm sorry that our working method does not please you :(

Here at CeX all of our prices are managed by our Comercial Department which assigns product values taking into account various factors such as demand, supply, quantity available, the product's original value, etc.

When we request your information via Trust Pilot's "Find My Reviewer", we are not trying to censor you at all, we're just trying to get your email address so that we can contact you privately and check in more detail if there are any items on our website that are incorrectly priced.


Therefore, If you think an item is incorrectly valued, please contact us via our form at pt.support.webuy.com so that we can take a look and, if necessary, fix the situation :)

Sincerely,
Diogo

Reply from CeX/WeBuy - Portugal

Nov 17, 2024

Boa tarde, Tiago.

Lamento, desde já, pela situação que nos relata :(

Todas as encomendas online da CeX são sempre verificadas e devidamente embaladas e acondicionadas, de forma a garantir a maior satisfação dos nossos clientes quando recebem os seus artigos.
Desta forma, e tendo em conta o que nos relata, poderá ter existido algum tipo de manuseamento desadequado da encomenda durante a sua entrega, resultando nos danos por si descritos.

Espero que esta situação não influencie negativamente as interações futuras do Tiago com a CeX, pois esta foi uma situação atípica e que não espelha, de todo, o método de atuação da empresa, bem como a imagem que a mesma pretende representar junto dos seus clientes.


Para solucionarmos esta questão da forma mais célere possível, entramos em contacto consigo para o email registado :)

Atentamente,
Mariana