WEX trade ins

bumper

bumper

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David
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Anyone having issues with trading in used gear at WEX?

I’ve sent a few items in and can’t get any info from staff over the phone or email. Some gear was delivered almost 2 weeks ago, least week the ‘system was down’.
Also had items inspected and approved but not had any links returned for payment.

Never had any issues like this before, they used to be spot on.
 
Nothing in my junk folder. I’ve phoned and had no joy, still waiting for a call back from last week too.
There’s no sign of my first trade in, they’ve even asked if I have proof they’ve received it. Yes-via email!
Second trade in was approved last week with no sign of payment details email.

Phoned this morning, systems down again. I’ve been told to try again this afternoon. I really don’t think it’s up to me to keep chasing, they should’ve sorted it by now. Obviously they’re taking a leaf from mpb’s book!
 
Apparently the system is still down (from last week). Seems to be a bit of bull to me.

Oddly, when I asked for a time estimate on the system being back up and what happens now, the person on the phone told me he can’t even return my goods, which I didn’t ask for.
Luckily I don’t need the cash, just clearing surplus. It’s just annoying that there’s a fair bit of kit just floating around, and nobody cares what, why, or where it is.

Wish I’d risked eBay now but already shifted stuff on there and don’t want to pay tax on my hobby (money that I’ve already been taxed on). Plus having to deal with knobs.
 
It’s been a cock up from the start. Added my first lot of kit and came through as credit not cash around 2nd/3rd of the month. Phoned and got it changed to cash, then the collection never happened (wife waited in all day, she wasn’t impressed). Phoned again to see what had gone wrong and the list of my goods was missing at their end and no collection had been arranged. Started from scratch via a link from someone I’d phoned, then it got collected. This was 2 weeks ago, items were received on the 6th. My other trade in went okay, received on the 7th and inspected on 11th and agreed. Heard nothing from the first trade in and no payment from the second.

I was told 3 days from receipt of parcel, then that went to 4 maybe 5 days. Still waiting…………
 
WARNING

anyone wanting to send items in to Wex, apparently the systems are still down and they have no timescale for a fix.
They can’t even return items that have been sent in.

This has been ongoing for almost a week. I’ve raised my concerns, which fell on deaf ears.
It doesn’t look good from my point of view.

I get the feeling I’m being fed a crock of @£€%!

@MatWex would you like to comment?
 
Yukyum said:
Might be worth a post in theWEX thread or tagging their rep.
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bumper said:
@MatWex would you like to comment?
Click to expand...

I've been trying to communicate through the forum with Matt & Customer Service since 21st April but no response, I doubt they even visit here anymore.
 
gramps said:
I've been trying to communicate through the forum with Matt & Customer Service since 21st April but no response, I doubt they even visit here anymore.
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I wouldn’t advise anyone sending anything in to trade at the moment. They’ve got 2 brand new cameras, lenses and few other items of mine.
If I’m honest, I’ve got alarm bells ringing about them.
 
bumper said:
If I’m honest, I’ve got alarm bells ringing about them.
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It's terrible customer service by them, and will certainly put a lot of people here off dealing with them, luckily I have one near me, who have always been good. If I had reason to go in I would be showing them this !
 
TG. said:
It's terrible customer service by them, and will certainly put a lot of people here off dealing with them, luckily I have one near me, who have always been good. If I had reason to go in I would be showing them this !
Click to expand...
I’ve never had issues before, they’ve been better than mpb when I’ve used them.
Just decided to sell through Wex for speed and convenience after dealing with eBay with my other gear.

It’s just the same spiel every time I ring, as though they’re all reading from the same script.
 
Speaking today to a friend who's wife bought a secondhand Nikon24-120mm for him for fathers day.
Ordered over a week ago, paid for it, then told it's no longer available. Then told they have another, then it's no longer in stock.
Payment took and no lens, told system down.

I wonder were/are they hacked?
 
My wife suggested to me that may have been hacked. I just think they should be more truthful rather than repeating the same crap.
I’ve phoned today as they suggested, and surprise, it’s the same old script. They suggested I try again tomorrow. When I asked for my stuff to be returned if this isnt fixed by next week, I was told no because they can’t do returns either.

On a more cheery note, I’ve just purchased an om-3 from elsewhere.
 
Funnily enough I was eyeing up something on there yesterday, changed my mind now. Dont fancy taking the risk.
I think I might condider, contacting a solictor in your case, your entitled to your property returned or payment.
 
swanseamale47 said:
Funnily enough I was eyeing up something on there yesterday, changed my mind now. Dont fancy taking the risk.
I think I might condider, contacting a solictor in your case, your entitled to your property returned or payment.
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Just phoned, they may be doing something at the end of the week.
Told it is possible issue with servers, yeah right, for a whole week.
 
swanseamale47 said:
Funnily enough I was eyeing up something on there yesterday, changed my mind now. Dont fancy taking the risk.
I think I might condider, contacting a solictor in your case, your entitled to your property returned or payment.
Click to expand...
I'd just send them a letter before action. I'm sure that would concentrate the mind and its free.
 
I think they’re sorting it out, the one that’s been inspected anyway.

Had an email (my first in a week) and calling tomorrow to arrange payment. It’s just a matter of keeping people informed, especially when you’re sending a rather hefty amount of camera gear away on good will. Unfortunately, I don’t trust any business in the times we live in, it’s too volatile. Surely they must see how it looks from a customer’s perspective.

I’ll update tomorrow when I know what’s happening.
 
I'm also having issues with items I sent 10 days ago - when I rang they said they are having major IT issues which probably means our items will be lost :-(

Unfortunately I put two items in one box and a camera in the other; they are showing they have received the two items but not the camera - they were expecting 3 boxes not two!
 
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Jammy Dodger said:
I'm also having issues with items I sent 10 days ago - when I rang they said they are having major IT issues which probably means our items will be lost :-(

Unfortunately I put two items in one box and a camera in the other; they are showing they have received the two items but not the camera - they were expecting 3 boxes not two!
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Hopefully it’s been inspected but not been able to be put on the system.

Fortunately both of mine were received and confirmed via email from Wex. The first box had the majority of my trade in gear, second box was a quarter value of the first. Second box was inspected and ready to be paid out, that’s why I contacted them about the first box. Alarms rang when I was asked if I actually had proof they’d received it, I’ve just been fobbed off since then. I’m ringing for payment on the second, lower value box tomorrow and hoping to find out what’s happened to the main box. They’ve increased my payment if I take credit but not for cash, my items are all brand new and 9+.

To say I’m p***ed off is an understatement. I’ve got no sympathy for them because they’ve just kept me in the dark and strung me along for days now. At the end of the day I just want payment or my gear back. It’s taken days to get anything back from them. They should’ve sent a message out last week about this problem. I was told 3 days for inspection, that was then increased to 4-5 days. In fact it still says 4-5 days when you call them for trade ins.

Just keep pestering, that’s what I’ve done. They kept telling me to call back next day, so I did. Plus emailed and posted on their Facebook page.
 
The problem for WEX is this might be a minor glitch for them. For customers waiting for goods or payment it's a big deal.

WEX had a good reputation, I've bought a fair bit off them over the years, this sort of thing can ruin a business, once you loose your reputation it'll take a long time to get trust back. Most of this could have been avoided by contacting and updating their customers.
 
Hopefully I’m getting payment for the second box. The box delivered on the 6th appears to have vanished. They’re going to investigate it, hopefully today. I don’t think they have any idea what’s happened to it and again asked if I had an email that they received it. Someone should’ve looked into this when I phoned the first time, they’ve let it drag on for too long. It’s got a brand new Sony body, lens and other gear in the box. This is making eBay look a more attractive.

Chap on the phone sounded helpful but I think he’s not got much faith in finding the box.
 
Business need a good reputation. Without it a company can quickly crash as it depends on ite customers, One quicly finds this out having owned a business and built up a large client base. Any issues/problems should be attended to staight away ,if not it is down to bad management and heads should roll
 
They may be restoring my faith in them again. They’ve found the other box and getting it inspected.
At least they’re now keeping me informed. I suppose it’ll all be back to normal in a week for trade in goods.

@Jammy Dodger have you phoned them today? You will get help today if you ring, they look to be getting back on track.
 
Still no payments received or emails requesting bank details. It’ll be 3 weeks after the weekend from my first online trade in date.
 
Phoned earlier to see what’s going on. Just had links for payment.
Now all paid.

Something was missing from one of the boxes on inspection (it wasn’t because it was awkward to bubble wrap so I know it was packed) but they increased the value of my other stuff, it was all brand new. So not lost out on payment.

Glad it’s sorted but I do feel that some I’ve spoken to at Wex are okay, others appear to not give a s***, fobbed me off and haven’t done anything once the phone was put down.
It has some what marred my opinion of Wex. I’ve always praised them but ‘IT’ problems aside, this has been strung out. I even sent photos of dpd tracking slips plus photos of my parcels being delivered and who signed for them (thanks dpd). Most I spoke to didn’t think I sent 2 lots of gear in. p***ed off I’ve had to do the work to get paid.
 
I was in the local store today - their systems are definitely not working as they should be ;)
staff on laptops rather than the main computers and systems not sending out emails etc. properly... So something has genuinely happened...

Having said that - I have always had excellent service from them
 
akirk said:
I was in the local store today - their systems are definitely not working as they should be ;)
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Well, as selfish as it sounds, that’s their problem not mine. They dragged it out and cocked up quotes and collections up before their issue appeared.
I asked numerous times about the problem and I’m still not any wiser on the matter. Plus they were still advertising 3 days for trade in goods with no mention of ongoing problems.
Also sending in 2 lots of trade in boxes seemed to confuse some of the staff, they did have individual reference numbers.

The main issue I have is how it was handled. All businesses make mistakes or have problems, it’s how they handle them and get through it that counts.
From my point of view, it’s been a s*** show.
 
akirk said:
I was in the local store today - their systems are definitely not working as they should be ;)
staff on laptops rather than the main computers and systems not sending out emails etc. properly... So something has genuinely happened...

Having said that - I have always had excellent service from them
Click to expand...

s*** happen, but whatever that is keeping your customers in the loop is key. Burying your head in the sand is just going to p*** of a lot of customers. People are far more likely to leave a bad review than a good one.

If your computer system is down then come up with a way to do it without them. What did we do before computers?
 
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