CeX ‘double punishment’ trade-in?
Hey everyone, looking for some advice/input from staff or people who trade a lot. I feel like I’ve been majorly done over here.
I left a bunch of stuff for testing, including a Gears of War 5 Edition Xbox One X (had the original special edition box and power cable, but no controller or HDMI). I accepted a bulk total over the phone without an itemised breakdown. When they emailed me the receipt, I saw they valued the console + box at just £50 total.
Is it standard policy to penalise someone twice for the same missing item? Dropping the grade because of no controller, and then charging retail price to replace that very same controller feels mad.
In the end I got a £50 voucher for the special edition console and original box (boxed was selling for £230 on their site, at the time). I emailed support to reverse this and they agreed but when I returned to the store I was told they had already discarded the original box so were only able to give me the bare console back. Staff told me to contact support again for compensation but support replied saying staff followed their policies correctly and reversing the console sale was a ‘gesture of good will’. Pretty annoyed to say the least.
EDIT: Thanks to those who cleared up the controller math - I get it now. Drop the grade because it's not the matching Gears controller, then subtract the fee to supply a generic one so they can sell it.