Back Market review: Terrible customer service

I order my daughter a phone from back market order number [protected] that didn't work after 2 days, was returned on the 25th of October 2023 and initially back market stated that they had received the phone back and stated they would repair, replace or refund, replied again on the 31st and stated there was nothing in the package, they then asked us to send in a police report and stated when they receive that we would get a refund after 2 days (another lie) they have sent another message again today 30/11/23 stating they want a police report (already sent) proof of handover, id, and statement of payment, it's just one thing after another and 5 weeks later, I think they drag it on so you get fed up and give in, I the parent bought the phone for my daughter for £210.09, so had lost my money and still didn't have a phone, the company, you can't call them, can't do a live chat just have to wait for days on end for a reply.

12/12/2023 update today from back market they're not refunding the lost phone and have suspended my account so unable to speak to them anymore, unable to look at any emails including initial order, stating there's fraudulent activity on my account and suspicious transactions?

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