CEX - not paying for item

[FuckPants]

A friend sold a fairly expensive item to CEX early Saturday morning, because the item was so expensive they didn't have that much cash in store so he was told that they'd transfer the money via bank transfer to his account by this Tuesday, it is now Wednesday and he still hasn't received the money.

Does he have any comeback? He spoke to the store today and they told him that it should hit his account today and they didn't seem bothered, to which he then said if he doesn't have the money by tomorrow morning he wants the item back and they said 'it doesn't work like that'.

Any help or advice would be appreciated.

Why on earth did he leave it with them before being paid??

Did he not get a reciept or similar? Anything to confirm that they owe him the money?

Tbh it sounds really suspicious to me. Is he sure a staff member isn't just blagging him and has stolen the item?

Yes he has a receipt, they took his details inc email address and phone number.

He's pissed off as they haven't paid him by when they said they would yet they've already put the item on sale so he feels as though they are taking the piss.

The payment won’t be dealt with by the store. On the CeX website it took me two minutes to find the ‘still waiting for money- contact us form’
Get him to do that

He did that yesterday and he's not had a response, hence going directly to the store.

This is exactly why the store I worked in didn't do bank transfers. There is literally no way to undo a cash payout on the computer system so they're right they can't do that.

It can take 3-5 working days for a transfer to go through. If he hasn't received the money by that point, he'll have been given a receipt for the transaction, and if not they will be able to print him a new one as it will be registered to his CEX card which he would have needed to trade something in the first place, so he shouldn't worry that they are trying to scam him, as there will be a paper trail.

If he hasn't received any money after 5 working days then he should first try speaking to the store manager with the receipt and his bank statement showing no payment has gone through, and if no joy then yes escalate a claim on the website.

The items go on sale as soon as they are bought in, this is totally normal practice since you can't undo the buy in process and some items are time sensitive e.g. a newly released product.

What we used to do for high value items was to get someone to go to the bank so we had the cash for the customer. It was fairly common to run out of cash but people always had the option to come back the next day. If it was especially high value it was treated as a special case. Does he know if it is a franchise store or a corporate one? There might be a clue on the receipt but I can't remember how to tell now.

He was not given the option to come back once the store had the cash, it was either bank transfer or voucher, no physical cash. He thinks that the store is a franchise but isn't 100% sure.

Twitter is always good for getting a swift resolution to a customer service issue!

It sounds badly run to be fair, unfortunately a lot of them are. I believe they are within their own terms and conditions though. If he can stay calm when trying to handle it and ask to deal with the manager only then he might get better results (e.g. some kind of proof that the money has been sent) but it will probably be a case of waiting for the money to come through.

IME they will not care about Twitter, they tend to laugh at poor Twitter reviews. Because the franchise stores are essentially standalone, and the majority if their customer base are not Twitter users, it doesn't affect their trade.

He needs to contact the head office of cex, and ask them if the payment has been made.

If not he needs to ask for the payment. And if it doesn't happen, he needs to get the item back. And raise hell on social media.

And he needs to learn that if the shop hasn't got the physical money there, don't sell the item.

And he needs to learn that if the shop hasn't got the physical money there, don't sell the item.

To be fair a lot of the CEX stores offer payment via bank transfer so he's hardly an idiot for believing that they'd pay him by when they said they would.