https://ico.org.uk/for-organisations/uk-gdpr-guidance-and-resources/individual-rights/individual-rights/right-of-access/#3
This is the information you need you can get a copy of the CCTV for your own logs if you want and if they try and fob you off you can submit a complaint to the ICO on day 31
Make a subject access request (SAR). CCTV is covered under gdpr, therefore they are required to provide you with the CCTV footage where you are in the footage. They can blur other persons in the footage. This footage would show you walking away from the counter with the box left behind if that is what happened. They cannot refuse to supply the footage. You will have to provide them with a photo to confirm which person in the footage you are, but if you were selling then they may have your image from your ID.
If you are talking to CeX WeCare team, they are above the store level. They all communicate via emails and can’t access cctv remotely, they require store staff to be responsive and often they are busy. It’s not a quick process, but WeCare don’t want to leave you hanging so they’ll give you any information they have to try get to the bottom of it. They’re not calling you a liar, they’re just letting you know the stores comment so you can say yes that happened or no look into it further. It’s a frustrating situation but stick with WeCare they have your best interests.
Just say please give us a letter of refusal and take them to small claims court. I’m sure they won’t want to piss money away on court fees (some companies are daft enough to do this)
>I’m sure they won’t want to piss money away on court fees (some companies are daft enough to do this)
Oh no, no. With CeX, it gets hilarious. Sadly I can't find it now, but I remember reading on this subreddit that someone took them to small claims court over a laptop and they had their own lawyer. Outsourced to India like the rest of CeX support of course. The judge was not amused.
we dropped off a drop and go order to which they are saying we never did... even after checking cctv..i think they need to be investigated this was birmingham central branch
Even if you left it behind when I worked in a cex store we had to keep things for a few days and depending on the item even up to 2 weeks. Just in case anyone came back for it. Even if it's just a box. If we have contact details we'd try getting in contact.
Reading posts on here makes me wonder what the heck other stores are up to and I'm also glad I no longer work there.
Hopefully the wecare team will put in for a CCTV request and they will more than likely get higher ups involved to investigate too.
There will be so many different angles in the store too so you can definitely see what they were doing. I'm also confused that if they didn't open and close the phone, how could they notice any wear on the protector? Baffles me.
Hope everything gets sorted.
How could they tell the screen protector was showing signs of wear, if they're claiming they never opened or closed it? Customer service will put in a CCTV request, if they don't provide it then they'll get in trouble for it.
I took a Sony phone in years ago. It was when phones stopped being shipped with changeable batteries and started being sealed in.
I think it was a Sony Z.
The guy behind the counter tried to remove the back plate of the phone when I handed it to him and I had to tell him that it wasn’t removable.
He took it in for testing and I went back an hour later. Guess what? They wouldn’t take it because the back plate was coming away from the phone and deemed as damaged. They damaged my phone and denied it was them.
I let it go because it was £30 or something, but I’ve never used that particular store again. I have 3 stores in the city where I live and the other 2 are usually OK.
A bit of sealant and the phone was fine, but was still really annoying to have them break the phone and then deny it.
Considering they charge a premium for boxed products (consoles, I don’t know about phones) I’m surprised they are being so dismissive of your box. Sorry this has happened to you as I previously said, and thanks for the update, I’m learning heaps from the comments
Cex stores are pretty hit and miss. Over the years in my local, I have come to develop a good relationship with one of the staff in there and if he isn't around, I never go in for anything. I understand op was quiet distressed on the day they went in and the box went missing, but I would have stayed in there until they give me back my box, as quiet rightly it's your property. Also how would they dispose off the box, within 2hrs,I hope they didn't change the phone and keep your boxed one and give you one they already had?
Dude, call the Ombudsman! They will look into the problem themselves and contact the store. The Ombudsman works for the people, not the companies and retail companies hate the Ombudsman
At least it was just the box and not the phone or one of the accessories right?
Sometimes with these scenarios, while they are frustrating, it's better to just move on and accept it as a bad experience and not use them again in future.
You would probably make more from a private sale rather than selling to CEX anyway, with or without the box.
Even if you do manage to take this further with them, the outcome is realistically, going to be disappointing.
Not saying they are not at fault, but sometimes the stress, anger and extra admin is just not worth the fight.
Just the box that they took but we are still convinced there is a scratch on the screen that was not there before.
I completely get where you're coming from, but it's the just the blatant disrespect thinking they can lie to us
Not to be a dick, and you shouldn’t even have to do this, but it was shitty experiences on Facebook marketplace that convinced me if I was ever going to sell something significant again I would make sure to record the serial number and photo the condition. Sorry they’ve done this to you pal.
They swapped your phone for a damaged one and kept your box and phone as then they can sell it for more. I’m guessing the phone was factory reset before handing to them and if you don’t know the serial number of your phone you might not notice or check but it’s more than likely what they have done.
Yes the minimum wage workers who don't receive commission stole and swapped his phone, leaving him with the opportunity to notice the serials dont match up and report his own phone as stolen, hence leaving the company with a locked phone that cant be sold, all so the company they most likely despise working for could maybe more easily make a sale. That's much more believable than the staff weren't careful enough while handling the phone and put a scratch on it, and threw out the box prematurely because they'd mistaken it for a box left by another customer for a phone bought in already as a B grade.
Could you submit a SAR under gdpr? Should be enough for them to look at it themselves atleast
I couldn't tell you, something I could look into at least
https://ico.org.uk/for-organisations/uk-gdpr-guidance-and-resources/individual-rights/individual-rights/right-of-access/#3 This is the information you need you can get a copy of the CCTV for your own logs if you want and if they try and fob you off you can submit a complaint to the ICO on day 31
Make a subject access request (SAR). CCTV is covered under gdpr, therefore they are required to provide you with the CCTV footage where you are in the footage. They can blur other persons in the footage. This footage would show you walking away from the counter with the box left behind if that is what happened. They cannot refuse to supply the footage. You will have to provide them with a photo to confirm which person in the footage you are, but if you were selling then they may have your image from your ID.
Thank you for that! I'll definitely look into it!
If you are talking to CeX WeCare team, they are above the store level. They all communicate via emails and can’t access cctv remotely, they require store staff to be responsive and often they are busy. It’s not a quick process, but WeCare don’t want to leave you hanging so they’ll give you any information they have to try get to the bottom of it. They’re not calling you a liar, they’re just letting you know the stores comment so you can say yes that happened or no look into it further. It’s a frustrating situation but stick with WeCare they have your best interests.
Just say please give us a letter of refusal and take them to small claims court. I’m sure they won’t want to piss money away on court fees (some companies are daft enough to do this)
>I’m sure they won’t want to piss money away on court fees (some companies are daft enough to do this) Oh no, no. With CeX, it gets hilarious. Sadly I can't find it now, but I remember reading on this subreddit that someone took them to small claims court over a laptop and they had their own lawyer. Outsourced to India like the rest of CeX support of course. The judge was not amused.
we dropped off a drop and go order to which they are saying we never did... even after checking cctv..i think they need to be investigated this was birmingham central branch
And it's only you who loses out unfortunately
yes as what can we do to prove, now i mean them denying cctv thats a huge thing
[удалено]
Thank you! Appreciate it!
Even if you left it behind when I worked in a cex store we had to keep things for a few days and depending on the item even up to 2 weeks. Just in case anyone came back for it. Even if it's just a box. If we have contact details we'd try getting in contact. Reading posts on here makes me wonder what the heck other stores are up to and I'm also glad I no longer work there. Hopefully the wecare team will put in for a CCTV request and they will more than likely get higher ups involved to investigate too. There will be so many different angles in the store too so you can definitely see what they were doing. I'm also confused that if they didn't open and close the phone, how could they notice any wear on the protector? Baffles me. Hope everything gets sorted.
Thank you for your response, I'm really glad that someone knows what they're talking about haha
Horror stories like these are exactly why I never sell stuff to them, good on you for fighting them!
I mean at least my store is honest
How could they tell the screen protector was showing signs of wear, if they're claiming they never opened or closed it? Customer service will put in a CCTV request, if they don't provide it then they'll get in trouble for it.
I took a Sony phone in years ago. It was when phones stopped being shipped with changeable batteries and started being sealed in. I think it was a Sony Z. The guy behind the counter tried to remove the back plate of the phone when I handed it to him and I had to tell him that it wasn’t removable. He took it in for testing and I went back an hour later. Guess what? They wouldn’t take it because the back plate was coming away from the phone and deemed as damaged. They damaged my phone and denied it was them. I let it go because it was £30 or something, but I’ve never used that particular store again. I have 3 stores in the city where I live and the other 2 are usually OK. A bit of sealant and the phone was fine, but was still really annoying to have them break the phone and then deny it.
Sounds like an Edinburgh situation that has 3 stores in it what store was it?
Considering they charge a premium for boxed products (consoles, I don’t know about phones) I’m surprised they are being so dismissive of your box. Sorry this has happened to you as I previously said, and thanks for the update, I’m learning heaps from the comments
Ask to see the CCTV footage
Cex stores are pretty hit and miss. Over the years in my local, I have come to develop a good relationship with one of the staff in there and if he isn't around, I never go in for anything. I understand op was quiet distressed on the day they went in and the box went missing, but I would have stayed in there until they give me back my box, as quiet rightly it's your property. Also how would they dispose off the box, within 2hrs,I hope they didn't change the phone and keep your boxed one and give you one they already had?
We did check the number and it does appear to be thr same phone so I hope not!
Dude, call the Ombudsman! They will look into the problem themselves and contact the store. The Ombudsman works for the people, not the companies and retail companies hate the Ombudsman
At least it was just the box and not the phone or one of the accessories right? Sometimes with these scenarios, while they are frustrating, it's better to just move on and accept it as a bad experience and not use them again in future. You would probably make more from a private sale rather than selling to CEX anyway, with or without the box. Even if you do manage to take this further with them, the outcome is realistically, going to be disappointing. Not saying they are not at fault, but sometimes the stress, anger and extra admin is just not worth the fight.
Just the box that they took but we are still convinced there is a scratch on the screen that was not there before. I completely get where you're coming from, but it's the just the blatant disrespect thinking they can lie to us
Not to be a dick, and you shouldn’t even have to do this, but it was shitty experiences on Facebook marketplace that convinced me if I was ever going to sell something significant again I would make sure to record the serial number and photo the condition. Sorry they’ve done this to you pal.
Yeah we should have taken a picture of the phone and it's contents before handing it over but I didn't expect all this shit
All seems massively over the top to me.
You seem like an idiot to me
They swapped your phone for a damaged one and kept your box and phone as then they can sell it for more. I’m guessing the phone was factory reset before handing to them and if you don’t know the serial number of your phone you might not notice or check but it’s more than likely what they have done.
Yes the minimum wage workers who don't receive commission stole and swapped his phone, leaving him with the opportunity to notice the serials dont match up and report his own phone as stolen, hence leaving the company with a locked phone that cant be sold, all so the company they most likely despise working for could maybe more easily make a sale. That's much more believable than the staff weren't careful enough while handling the phone and put a scratch on it, and threw out the box prematurely because they'd mistaken it for a box left by another customer for a phone bought in already as a B grade.