GEX.co.uk: most-reported complaints
Automated analysis of 213 public Trustpilot reviews published 2019-11-07 to 2026-09-01. TrustScore 4.9 from 1,458 total reviews — see the Trustpilot page. Quick answer: is GEX.co.uk legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report issues with misleading pricing and delivery failures. These two categories account for the majority of the identified complaints, with each representing 33% of the total. Specific examples include prices being reduced after initial quotes and payments being refused after delivery attempts. No clear trend can be established for these issues due to the low volume of reviews.
How to reach GEX.co.uk
These are the contact details GEX.co.uk publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 01745 799300, address Unit A2, Cefndy Employment Park, Cefndy Rd, Rhyl, LL182HJ, GB.
The company claimed its Trustpilot profile on 2019-04-21 and last replied to a negative review on 2026-03-19 — more than six months ago. Trustpilot ranks it 2 of 40 in Video Game Store. We last checked this profile on 2026-09-24 and found 0 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Companies House: GEX LTD (no. 15534469), active, incorporated 2024 (2.5 years) — confirmation statement currently overdue; next accounts due 2027-06-30, last accounts filed 2025-10-02. 3 current officers; 8 filings in the last 12 months (13 filings on record). official record — public register facts, not an indicator of wrongdoing; officer changes are routine in many company structures. Live Companies House status as of 2026-09-23.
Forum footprint: 0 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count.
Elsewhere: 4.4★ on Google (0 reviews)
TrustScore over time
4.9 → 4.9 across 9 census measurements since 2026-08-12. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-12 (100%, 0.0d) · 2026-08-15 (100%, 0.0d) · 2026-08-18 (100%, 0.0d) · 2026-08-21 (100%, 0.0d) · 2026-09-03 (100%, 0.0d) · 2026-09-08 (100%, 0.0d) · 2026-09-12 (100%, 0.0d) · 2026-09-15 (100%, 0.0d) · 2026-09-18 (100%, 0.0d).
What their policy promises
delivery promise: tracked courier
“Tracked courier service included on all orders”
delivery promise: freepost
“Make a Freepost Label & Drop off Your Parcel”
delivery promise: free
“Always Fair - FreePost - Fast Payment”
delivery promise: same day
“You receive secure payments the same day we complete.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-13.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-01.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Review provenance: 194 company-invited reviews in the recent window average 4.96★, while 21 organic (uninvited) reviews average 4.62★.
17% of its 209 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: misleading pricing makes up 33% of this company’s complaints vs a 10% median across 42 ranked companies in its sector.
Review velocity: 111 of this company’s 1,458 Trustpilot reviews (8%) were written in the last 12 months.
Not enough reviews to establish a trend.
What are the most common complaints about GEX.co.uk?
Misleading pricing
2 reports · 33% of complaints“they knocked the price down from what they said”
The company replied on 2021-11-23: “Hi Max We always like to pay what we promise but we emailed you to tell you your offer was revised for the following.. ..4 x DS games had dog teeth marks on the game cartridges. ..We were missing the…”
Our classifier read this reply as a substantive response.
It promised: a replacement.
“don’t trust the quote they give you on the website, they lower it dramatically when it comes to you getting payed.”
The company replied on 2019-11-23: “Hi Lily, Sorry you feel that way but our quotes are based on games meeting our condition requirements which asks only for games to be in good used condition. Of the 7 games you sent 4 were heavily…”
Our classifier read this reply as a deflection.
Delivery failed
2 reports · 33% of complaints“1 day later they changed their mind & refused the payment.”
The company replied on 2026-03-19: “Hi Steven, This review site is for our buying site but never the less I'll attempt to explain why as maybe I didn't do a good job through all the Amazon messages we sent you already. When an Amazon…”
Our classifier read this reply as a deflection.
“Now resorting to sending threatening letters via post”
The company replied on 2025-06-03: “This person ordered £550 worth of games through Ebay under a different name. They then made a credit card claim saying goods not received. DPD Satellite places their van outside their house on…”
Our classifier read this reply as a deflection.
Compare GEX.co.uk with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-07.