The issue is people get a job at CeX expecting it's standard retail - it's actually pretty specialised. Putting people with no experience or knowledge in charge of testing / giving advice on specialist technology is very likely going to end in a negative customer experience, which is where a lot of the issues come from.

I'm suggesting the second with fake games, same with fake SD cards, fake CPUs, and fake USB sticks. Then people go out and say "cex sell fake items!!!" giving it a bad reputation - in reality they are likely clueless and just didn't check them properly. It's really frustrating seeing people assume the company as a whole is purposefully selling faulty items.