Back Market
Reviews and Complaints

I purchase a phone from back market as soon as it arrived I noticed the screen was popped out and the gap between the screen and the casing was huge. I turned it on just to make sure if anything else was wrong. I couldnt connect the phone for obvious reasons so I looked to see what else if anything else was wrong which it turns out that the volume wasnt working properly. I dont know if it left like that or it happened along the way because they mailed so poorly (in the pictures you will see a white mailer thats all they used to put the iPhone in. I contacted them and mailed it back. I received a message stating that the phone was broken and that it was my fault because the item wasnt properly packaged. I had taken pictures of the packaging since o believe o was told to do that. Once they realized I had the pictures they do mention that the packaging was fine later in another message but it took me sending pics. All I wanted was a working phone but this situation has made me not want do do any business with them. Does they didnt even offer to send me a working phone but rather that they will keep the phone and refund me partially. I didnt agree to that so now they just want to keep the money and retie a broken phone which I have no idea what actually happened. The same way they claimed o packaged poorly and it was my fault I feel that maybe it was broken on their hands. I am feeling scammed. Their response was to use the insurance I paid and my response to that is no! I cant make a fraudulent insurance claim for a phone I didnt ruined and it was not a phone they should have never mailed out. They arent taking any accountability for the phone they sent. If they had sent a phone without issues we would have never had any issues. How is it fair for the customer to have to make a fraudulent claim or lose out on their money? The label I used to send back the phone was provided by them. I just want my entire refund at this point I dont want to ever deal with

Buyer purchased a "refurbished" iPhone SE 2020 through BackMarket on July 15, order #***, total $356.47. Complainant received the phone from "Wisephone ER," presumably a subcontractor. There were no operational/functional problems with the phone. However, several weeks later, the screen cracked very easily (in a situation that had been endured by many previous phones). Realizing this would not be covered by Back Market warranty, I purchased a replacement screen and performed the repair myself. During disassembly, I found there was no screen-to-case seal and four screws were missing from the inside of the phone. The screen-to-case seal is an integral component of the screen's strength. This explains the manner in which it easily cracked. Regarding the missing screws, this had not yet caused any problems but one hole was stripped (the screws obviously are needed, otherwise Apple would not have included them in the design). I emailed Back Market with no response. I then used "contact seller" to relay my findings to Wisephone ER. They advised there is no warranty since someone else (me) replaced the screen. I re-contacted Back Market with no success. Back Market later sent an email inquiring, "how happy was I with my purchase?" My response described the problem with Wisephone ER, but again...nothing. My last communication with Back Market was 09/30 in response to an email asking..."how did it go with Wisephone ER?" I advised them I was preparing a Complaintsboard.com complaint. I have heard nothing since. I'm sure Back Market will claim the issue is between me and Wisephone ER. However, anyone who knows contract law knows Back Market is responsible, since I paid them for the service and had no part in choosing Wisephone ER to fulfill the order. Wisephone ER was caught red-handed committing fraud. An acceptable solution would be for Back Market to provide a new screen and case seal. This complaint also will document this issue for future complainants' benefit.

On Nov. 13th, I placed an order on BackMarket.com for a 64GB Galaxy S7 Titanium Silver locked phone and on that very same day, a total of $138.47 was deducted from my bank account and I received an order confirmation from their vendor via email. The $138.47 included the cost of the device $129.00 as well as sales tax $7.48. The order was in process from Nov. 13th through late afternoon Nov. 15th, when it was picked up by the freight courier. A time period of 48 hours elapsed between the order placement and shipment. At no point did they indicate an inability to fulfill the order, nor did anyone contact me regarding potential alternatives. Instead, GeniusTek assumed I wouldn't notice and shipped a different, inferior product, pocketing the cost difference. Their actions exemplify deceptive business practices. Upon contacting them about the error, they refused to send the correct item or refund my money unless I bore the cost and effort of returning the product. This contradicts FTC UCC laws stating companies can't demand payment for unordered merchandise and must deliver goods as per contract terms. Clearly, GeniusTek disregards both the law and customer respect.

On March 30th, I went on BackMarket.com and ordered a Google Pixel 2 with 64 GB and the phone was unlocked. The phone was shipped the next day on March 31st and I received it on April 3rd. After activating and updating the phone, it worked well until November . At an event, despite being fully charged, the phone shut off unexpectedly. The phone company suggested a battery issue, which was surprising as the phone was fairly new and always charged. The problem worsened by January, shutting off during video calls and conversations. Recently, the phone company informed me that the phone's outdated version is incompatible with my apps and features, and no more updates are available from Android. I need to upgrade to a new phone. Contacting Backmarket for assistance was futile as their helpline only offers order tracking and no direct customer service. They also prevented me from contacting the seller directly. Order number: [redacted] Thank You!

I feel as though we were duped from the moment that we decided to purchase this redundant hunk of electronic parts. People told me, dont waste your time with refurbished junk. I should have listened to them, but I was confident and defensive about purchasing this refurb from BackMarket. In addition to this I was even more confident that when during the checkout process the pop-up stating 2 years of additional protection for *** and I clicked on it. The product never worked right and after careful evaluation we went through all of the policy steps. We contacted the seller first who told us to contact ***, then we contacted *** who told us it was a discontinued refurb and only the seller could be held accountable. After several attempts to contact the seller they finally sent us an RMA and shipping label. We then went to the *** store and dropped off the product to be shipped back to the seller. It arrived and after a few days the seller sent a photo stating that the warranty was void because of shock to the monitor screen. There was originally nothing wrong with the monitor and because the computer wouldnt turn on we were unable to obtain pre-shipping pics showing that it did indeed work. We told the seller that we never had an issue with the screen. They said it was the carriers responsibility and to contact them. We contacted *** and they said that we did not purchase any insurance on the item and the package policy states that they only include free coverage up to $100.00. We then contacted a backmarket associate who told us to contact *** because it was outside the warranty so we contacted Asurion by chat and were told that they could not help. We contacted BackMarket and they referred me back to Asurion one last time and were told we would be refunded and then that was denied because they said it was not a laptop and because it was bigger they wouldn't honor the warranty repair or refund. Contacted back market again and was told we have bad news.

First, I view the tracking for my package that was supposed to be delivered on that day (3//20) at 4:28 pm which needed my signature to receive it and it was delivered by the *** mail carrier which was signed by the mail carrier using their initials (F.P). They left the package on the front porch for me to get because I was not home at the time of this delivery. My package was stolen by someone or the mail carrier kept it, it is unknown what happened to the package on this particular day. I reported this incident to the police the following Monday 3//20. I also let Back Market and the actual seller who sold the item on their site what happened by email. Now after reading their policy about what I had to do when a package is stolen or not received, I actually also let them know that I had reported this incident to the police to get a police report on 3//20 which will be available within 7 days. Now after the company and the seller keep telling me to send what they needed to start processing my refund, they also wanted that police report as well, so I gave them the police report number and told email them that I will send a copy when it becomes available online. Now on Back Market site pertaining to a lost or stolen package the seller can decide to give their customer a refund or replace the item, and the seller can file a claim with the mail carrier (***). I gave the seller what they needed and according to the policy. Nothing on the company's policy about needed a police report, the police report was for me to file a claim with the *** employee for signing my package and leaving it on the front porch in the opening. I am assuming someone stole the package after the mail carrier left it. the mail carrier was not supposed to leave the package on the front porch if I was not home. They were to take it back to the post office facility. No human contact. The *** mail carrier mishandled my package and it was stolen. My issues with Back Market is the seller is asking for a police report after I have emailed him the letter that I am supposed to send so he can file a claim with the *** and to start processing my refund like the company's policy states would happen when the seller receives my document. The seller is not processing my refund instead he won't start processing my refund until I email him a copy of the police report which is something that is extra and not in the company's policy regulations. I want the company or the seller to start processing my refund because I have emailed them the document with the statements they wanted me to include on the document. I feel the police report is something that is extra and is not needed because I have emailed the document they needed for the seller to start a claim with *** and to start processing my refund.

In March , I ordered an iPhone XS Max 256gb Silver from Back Market, sold by BuySaveRepeat for $769.65. The phone arrived with a note explaining the ordered model was unavailable, despite being listed. I kept the substitute phone, which was a mistake. It had touch screen issues, and eventually, it entered a boot loop. Error 4013 indicated hardware problems. The seller's warranty was voided over a minor fall, and they refused to repair or replace the phone. I contacted Back Market, who offered a 5% discount on future purchases but no resolution. Steven Rich from Twitter tried to assist but failed to provide timely repair options. I spent $320 on unsuccessful repairs and Apple couldn't replace the phone immediately. After weeks without a working phone, I've incurred over $1100 in costs, with no solution from Back Market or the seller.

Ordered product with 4 day standard shipping (before COVID-19 the business offered standard 2 day shipping) so the item being EXTREMELY late, has nothing to do with COVID-19, as they had a month and a half to amend their standard shipping options, hence the increase from 2 day shipping before the crisis, up to 4 day after the crisis. The issue I have with this business is multifaceted. With 4 day shipping, one would assume a printing label and shipping the package out be done within the first day or two, but no; this business decided to mosey around a few days and when *** finally decided to get to work on my order, THEY SIMPLY ONLY PRINTED THE SHIPPING LABEL after two days of waiting. That's 2 out of 4 days already wasted, but oh well. After checking to see any movement with the tracking number, it says "Only shipping label was printed - *** is still awaiting your package" So not only did it take a full 48 hours to simply print a label, but after printing the label, the item was never shipped! So after reaching out to the seller as to why it's taking so long, the seller deflected blame on *** by saying: "I sent it out the day I printed the label so it must have been an issue with *** forgetting to pick it up or scan it... not my problem, but reach out in two more days (Friday) and I'll see what I can do. I felt as if the seller was lying to me, so I reached out to Backmarket's support team to get additional help, but instead of backing up the customer, they took the side of the lazy, lying seller. They didn't bring up his neglect to print the label for two days and simply parroted what the lying seller said. They doubled down: "The seller says he shipped the package on the *** (product was purchased early morning on the ***) so reach out to the seller again on the *** on Friday." Keep in mind, phone purchased and payment went through with confirmation number EARLY on the ***. Shipping label printed on the ***. Phone supposed to arrive by the *** (and that's given the current Corona Crisis because otherwise I would have gotten it on the ***, so by deflecting blame on *** is simply a lie.) The seller neglected to ship out the package in a timely manner since payment was already made, why rush, right? Well that's not good business. So I reach out once again. The response from the 2nd customer service rep named William Nutt was not only unhelpful, quite the opposite, but he was also rude and snarky by saying something to the effect of "We work with facts here, not speculation." So now I'm dealing with a terrible lazy seller, but also an incredibly rude and ungrateful Backmarket employee. Just wonderful. So come Friday, I check the tracking and as I assumed I was being lied to... I was proven correct. STILL ZERO MOVEMENT MADE. PHONE I PURCHASED ON ***, SUPPOSED TO BE AT MY DOOR STEP ON THE ***, AND NOW IT IS THE *** ON FRIDAY. So what do I see in my inbox on Friday before I reach out for the 4th time regarding where the hell my phone is that I paid for nearly a week ago? Another response from the seller himself asking that I now only reach out on SATURDAY NIGHT if I see no movement made on *** tracking number. This further solidifies my original suspicion that the seller waited far too long to ship the package - first it was the *** delivery to my door, then asked to wait until Friday the ***, the latest E-mail I got today from the seller is now asking that I only reach out if I still see no tracking movement by SATURDAY NIGHT. The seller, as well as I know damn well there is NOTHING *** can do for me in terms of expediting the delivery on a Saturday night, which will then roll into Sunday in which is another day they won't do anything for me. So the seller essentially stalled me; "reach out Friday if no movement, actually... reach out Saturday... no, better would be Saturday night specifically (because the seller knows *** won't do anything Saturday night and he's hoping I'm dumb and don't understand that) then it'll turn into Monday, which will be the ***. Keep in mind, I paid for the phone on the ***. Shipped to my door by the ***. When it didn't show up on the ***, now they want me to wait yet another two days - Fri the ***. When Friday comes (today) the seller preemptively message me to delay my inquiry on where the hell my phone is for yet another few days... The issue here is quite simple. My order has been mishandled from the start, and I've been lied to every day I have reached out since. But it's not just the seller that is playing me as a fool, it's also Backmarket's "customer jubilation" department that is also being rude, snarky, and downright unhelpful. That's a great way to not only lose one customer for a lifetime, but that's also a highly effective way to treat me so poorly that I shout from the rooftops about just how HORRIBLE it is to deal with this company. If this issue isn't resolved in a timely fashion, with a PROPER concession made (and I'm not talking some promo code towards my next purchase because like I already mentioned, I will NEVER NEVER NEVER bring my business and hard earned money to *** ever again throughout my lifetime. So what will be done to make this right? To add insult to injury, I have been calling the customer service line, stay on hold for 20 minutes at a time, and once it hits the 20 minute mark, the hold music stops and they hang up on you. So I will be spending all day today waiting on hold, no matter how many times I'm hung up on by the hold music - I will also be sure to make record and document these calls to show the world of this business practice of theirs. Put you on hold for 20 minutes all to hang up on you, rinse and repeat. I'll be happy to mark this complaint as resolved once it is actually resolved, but that is just wishful thinking - based on EVERY interaction I've had with *** and their sellers over the last days indicates to me that this issue will not be resolved. I've already made the decision to never bring business to Backmarket ever again, but I'm getting awfully close to taking my money back retroactively by simply returning the phone once it actually arrives (if it ever does arrive...) But my decision to cancel/return the order will be made based on how management handles this issue, as the entry level "customer jubilation" dept is completely incompetent on handling this issue. If this issue isn't resolved, I will not only mark this Complaintsboard.com complain as unresolved, but I will continue to tarnish this brand's name and reputation by making as many reviews on as many websites that take them. And the wonderful part is, I can be 100% truthful in my potential future negative 1 star reviews - I don't have to use hyperbole or exaggerate on just how poorly this was handled because I have documented every correspondence from the start and I would be happy to show those receipts of being mishandled and neglected as a paying customer to not only Backmarket corporate, so the employees/sellers that dropped the ball on my order can be dealt with accordingly, but I will also happily add these screenshots as proof to the negative reviews I attach them to when that time comes, if this isn't handled properly.