Back Market review: Major complaint - customer service in accessible for autistic customer

I hope this message finds you well. I am writing to express my deep disappointment and frustration regarding my recent phone order issue.

Previously, I engaged in a chat with one of your agents, but the conversation ended without my concerns being fully understood or addressed. While I appreciate the efforts of your customer service team, I feel that my issues have not been adequately resolved, and no viable solution has been provided.

As an autistic individual, this situation has been particularly challenging for me. I rely heavily on my phone for daily assistance, and being ignored—followed by the agent disconnecting when I expressed my need for help—has made it difficult to access the same level of customer care as others. This experience is unacceptable. I am formally lodging a complaint about how I have been treated and request to speak with a representative who can address my concerns and ensure that customer service is more accessible and that staff receive proper training.

Furthermore, my disability makes effective communication difficult, and not being given the opportunity to explain my situation fully exacerbates my distress. The agent cutting off the conversation without allowing me time to process information or articulate my needs highlights the ableist tendencies I have faced while seeking support. I never expected to be treated this way.

I urgently need assistance in rectifying this issue. I understand that the seller cannot accommodate a replacement, but I am currently without a phone and struggling to find an alternative. I need clarity on whether my refund will include the protection plan and shipping costs. I also seek assurance that this matter will be handled with the utmost care and urgency.

I found the following policy on your website: "Rest assured, our free 30-day returns guarantee you a full refund. If you’d like a replacement, we’re happy to work with you to find one." I would like to know if a replacement can still be an option, as I am trying to resolve this within Back Market's policies, and a refund is truly a last resort for me.

I have made it clear how critical it is for me to have a phone due to my circumstances. Despite this, I was informed that I couldn't receive assistance because the seller wouldn't cooperate, and then my chat was abruptly ended. This has now happened twice, leaving me feeling ignored while I share how much this situation affects my daily life as a disabled person. The interactions have lacked the understanding and grace needed to accommodate my access needs, leading to the frustrating response that I would have to wait another day for assistance.

This process has caused me significant mental and emotional distress due to the careless treatment I have received, despite my efforts to provide detailed information about my situation. I need immediate help and wish to avoid escalating this further, but the treatment I have experienced thus far is unacceptable.

Your understanding and immediate attention to this matter are not just appreciated; they are required.

Warm regards,
Trinity Griffin