Back Market
Reviews and Complaints

I boycotted them for over a year, for their return policy that required the customer to find a computer and printer to print a return label. They now allow just a simple handwritten note enclosed with the defective product to start a return. I commend them for this change, I only wish they had not initially fought me so hard against it. Geraldg out

I am amazed at the quality of my "new" refurbished Note 9! I admit I'm a bit tech-challenged & must rely on family, friends and acquaintances to guide me through the techno "maze". After my own Note 9 completely crashed, I woke up. Gone. Everything just gone! I began spiraling as though I were a modern day "Alice in "Horror"land" trying to navigate the "rabbit hole" of diverse technology... I just wanted my phone back. Just like it was. But alas, it was not to be. After what seemingly was turning into a major catastrophe. My "Cheshire" cat appeared in the form of a local whom I now fondly refer to as "My Tech Guru". He guided me straight to BackMarket to find a suitable replacement. I was a bit apprehensive at first but then impressed by the fact that this is a win, win! I love the idea of re-purposing & refurbishing, the price is reasonable & affordable. & you stand behind your work! Ah! A company with integrity! I received my "new" (you would never know refurbished) Note 9 from you guys a few weeks ago (like unbelievably quick!) and I am happy to announce that all is well. I completely avoided the "Mad Tea Party" and came out of the "Rabbit Hole" practically unscathed! I am telling all of my friends & family to be sure & check you guys out before buying another phone! Thank you for a great product and creating an awesome company! I highly recommend!

I absolutely love Back Market, I've purchased 3 phones and a computer screen from them and am looking for a phone for my ex Mother in Law as her cheap prepaid one went out. Every phone I've ordered has worked perfectly out of the box and continues to do so a year or more later, they all look fantastic with no noticeable wear/tear though I did make sure to order the better quality ones so I did pay more than one with maybe some showing but honestly the prices were very reasonable considering I'm a single Mom this helps tremendously. I also ordered a phone by mistake with the wrong carrier and their return/refund policy was incredible so I could switch it out and get the right one without losing money. I haven't used their extended warranty but having two pre-teen boys so I went ahead and purchased because I know how teenagers can be with their gadgets and in case of any accidents I really like what I read on how it works and feel secure of replacing my Boys phones when and as needed without paying too much at all. For the computer screen I received it is beautiful and works fantastic, I have recommended Back Market to several people and will continue to do so, they have never disappointed with their products, prices, or customer service and I will keep going back to them myself for phone up grades, and other refurbished electronic products as needed/wanted in the future.

I had been searching on Verizon's website for a deal on a cell phone. Its truly pathetic. Best was $1000 option, $50+ a month to your bill, or choose a basically horrible phone.

In comes Back Market. I found your website by pure searching. I had never heard of it before. I was shocked at the affordable prices for used phone. I wasn't looking for a brand new phone or a top model. I was looking for a Galaxy S9 or S10 to replace my S7. Here it was. At a price of $220!

I did my research on your company. I vary wary of scams. Your prices, not going to lie, seemed to good to be true. Well, this is a true as it gets! This company should be as big as Ebay, Amazon, etc. I didn't have to deal much with customer service, because I didn't have to. The email alerts were extremely helpful. The invoice and tracking was awesome. The shipping at first seemed very long, but your systems updated in real time and I received the phone 1 week SOONER than originally quoted.

This won't be my last order. I couldn't be happier with the service you provide. I couldn't be happier with phone I recieved. This was just shy of brand new. And just shy was it didn't come in the OEM boxing. I think I can handle that. I've had zero issues with this phone. It was as shiny, sleek, and reset as a brand new phone.

I 100% recommend this company. And for me, it will not be my last visit! Thank you for exisiting!

My mom of all people clued me in the Back Market from talk within her neighborhood Facebook group. My husband and I looked into it because I was at a crossroads with my Samsung Galaxy 8 with an increasingly cracked screen that was now impacting the actual use of the phone. I, of course, would get maybe $30 for a trade-in and a screen replacement was $250+. I couldn't justify spending $1000+ on a new phone. It was just too painful to think about. I looked into Back Market and it seemed simple enough - find the refurbished model I wanted that was maybe a year or two old. I selected the Galaxy Flip 5G in excellent condition with overnight shipping and added on the extended warranty. I received messages at each step of the way including when my phone was delivered (as if my three dogs would let that pass without notice, LOL). My phone was well packaged and included a new USB cable. The only marks on it were on the hinge, no scratches to the body or screen. It was unlocked and we were able to get it activated onto our Verizon plan that night. It has been operating soundly like a brand new phone! My only issues are user-induced since I haven't had a new phone in a while so programming the notifications and such take a little getting used to - and that is 100% on me, the user. It's been a good experience so far so my husband and my mother are considering Back Market for their next phones!

This was the very first time I ever ordered anything refurbished... I have always been a firm believer that it would never be as good as purchasing brand new, mainly with technology. However, I was in a bind where I needed a new laptop for work quickly, but didn't want to spend a crazy amount of money brand new. Back Market was recommended to me and I decided to give it a chance because he said he has always had very good experiences. I found a laptop that had exactly what I was looking for, and one of the newer models, for half the price of brand new. I chose the "Very Good" condition setting, but when I received the laptop it looked brand new, and functions perfectly. There was even an issue with the shipping (which was not Back Market's fault). I requested 1 Business Day shipping for the laptop I chose to order, and the seller had the laptop to UPS within a couple hours to be shipped. The issue was actually on UPS' end, which delayed the shipping and so I reached out to my seller at Back Market. They responded in a timely manner, gave me constant updates, and even issued me a refund on the shipping (even though it wasn't their fault). Their refurbished quality, options and especially their customer service has won me over to the refurbished side and I definitely recommend them. My next purchase will hopefully be a new smartphone, when ready. Thank you, Back Market and iPower Resale Group for the great experience!

Lost my phone recently, needed a replacement for a bit. I decided on buying a refurbished one as a temporary phone, and saw BackMarket as my first google search. Clicked through it, not knowing what to expect, and found some amazing deals on a phone I really liked (Oneplus 7 Pro). I was a bit skeptical in the beginning, since buying used could always be a bit sketchy, but I saw a bunch of positive reviews, and a free return policy and full refunds if we didn't like the product. Decided to buy it, and I was impressed with the product.

I got regular emails from BackMarket informing me about the shipping process. Whether it shipped out, how long to wait, almost there, your product has been delivered. Phone came exactly when they said it would, in a nice enough box. Included were the phone, the charging cable and the wall adapter. I was very impressed by the phone quality, overall being in nearly perfect shape, with only some superficial tiny scratches on the screen that can barely be seen unless you hold the phone in a certain angle against a light source. Generally, the product was in good quality, factory reset, and 256 gb as specified by the site. Battery life is great. Your mileage may vary of course, given that these are all refurbished products so each one may be slightly different, but I trust that BackMarket does the proper quality assurance checks to make sure we are satisfied with our product and not being left disappointed. For reference, my phone was under the "fair" category, since the "good" and "excellent" categories were sold out. I think my quality was much more than fair. I recommend

Ok. Let's talk about The Black Market. First of all, when I was searching Google looking for a refurbished iPad Pro, I kept seeing the Black Market website pop up. I never clicked on it because I didn't like the name (Black Market). It sounded scary to me so I never bothered to click. It made me think of the term "Dark Web" for some reason. (Actually I wonder if the name keeps some people away?).
Remember this in business:
If one person feels this way, you can bet that thousands of people will feel the same way.
Anyway I ignored the site. Then I did not like what I found on the usual websites. So I ended up going to their page. First of all, there's a sense of humor over there that I kind of like. After a Google search, I realized that this was a legitimate site with great deals on refurbished tech products. I spent a few days just lurking around and trying to find what I needed. I have to say that maybe the layout of the website needs a bit of work regarding ease of use, and navigation. (But that's just me). It just looked "different". If you take your time, and navigate slowly, you'll find the deals. In the end, I ended up with a beautiful, brand new looking iPad Pro generation 3 for a low price, less than half the price of a new unit. I mainly need my iPad as a sheet music reader, but it's useful for many things.
As I said, I took this out of the package and it looked brand new to me. Not a scratch on the back or on the screen. The battery is fantastic! I believe I got an excellent deal from this company. They back up their products with a warranty so you don't have to worry.
Well that's about it. If I need another device I'm going back to this company. My experience has been pleasant. Customer service, product, and shipping were five stars! Now I feel like buying something I don't need just for the heck of it!
So now I know that the Black Market is a friendly place, not a scary one.
Finding contact info was a little tough but you just have to look.
Glad I found this site!
FC. New Jersey

My refurbished, first generation iPhone SE w/ 32 GB of memory from Back Market is beyond belief! It works perfectly. I scoured the internet for a better deal, but I couldn't find anything that even came close to the deal Back Market offered. Back Market promised 3-day free shipping, and they even beat that. I got my iPhone in the mail just 2 days after I submitted my online order. And free shipping included insuring the phone for its full price, also at no charge to me.

I thought I would save money by buying the refurbished iPhone in "Good" condition instead of in "Excellent" condition, which would have cost $30 more. When the cellphone arrived in the mail, I couldn't believe just how good "Good" condition would be. The display was absolutely flawless, not so much as a micro scratch on it anywhere. And I could not find a single scratch, nick, or dent anywhere on the metallic body of the phone either. I was bewildered why Back Market did not rate the condition of my phone as "Excellent". I surely would have. After pulling out a powerful magnifying glass, I finally located the most trivially imaginable scuff in the metal case on the backside of the phone. The side I would never even look at. That's the reason Back Market only rated the condition of the phone as "Good" instead of "Excellent"? Man, you guys are just awesome!

"Good" condition extends beyond just the cosmetics of the phone. The Home button and all of the mechanical buttons on the sides of my refurbished iPhone work without a glitch, too. And a software app installed on the phone shows that the rechargeable battery inside has a health rating of 96%, which is damned impressive for a 6-year-old phone. The phone charges rapidly and holds its charge for days, just as if it were a brand new phone.

And if all of that wasn't good enough, Back Market also covers the phone with a one year warranty. Also for FREE!

I couldn't be happier with my purchase if I had spent hours searching the internet to save -- what, a nickel? -- on a lower priced iPhone. If I had found a lower priced phone (and I extremely doubt it), it surely wouldn't have been in better condition.

You guys at Back Market ROCK! I'm already recommending you to every person I can flag down.

I can't help but share my absolute delight with Backmarket, a gem of a refurbished website! This is my second time purchasing from them, and once again, they've exceeded all my expectations. My first purchase was a MacBook Pro, and this time, I decided to go for an iPhone 11. Let me tell you, I'm more than satisfied with their service and their products.

First off, let's talk about their website. It's an absolute breeze to navigate, and finding the product I wanted was effortless. Backmarket's user-friendly interface made the entire shopping process a joy. I appreciate how they provide detailed descriptions and images of their refurbished products, so I knew exactly what to expect before placing my order.

Now, let's dive into the service. From start to finish, Backmarket demonstrated outstanding professionalism. Their customer support team was responsive, friendly, and eager to help with any questions or concerns. The speed at which they handled my inquiries was impressive, ensuring I felt valued as a customer.

The true stars of the show, though, are the refurbished products themselves. Both the MacBook Pro and iPhone 11 were in immaculate condition, as if they were brand new! Backmarket's attention to detail in refurbishing their electronics is commendable. The devices function flawlessly, and I couldn't be happier with the quality of my purchases.

Besides the excellent condition of the products, Backmarket's commitment to sustainability is praiseworthy. By opting for a refurbished device, I feel like I'm making a positive impact on the environment, and that adds to my overall satisfaction with the company.

Furthermore, their pricing is incredibly reasonable, offering great value for money without compromising on quality. It's a win-win situation - I get high-quality electronics at an affordable price, and the planet benefits from a reduced carbon footprint.

Last but not least, their shipping and packaging deserve a shout-out too. Both my MacBook Pro and iPhone 11 arrived promptly and were well-packaged, ensuring they were protected during transit. It's evident that Backmarket takes every step to ensure their customers receive their purchases in pristine condition.

In conclusion, I can't recommend Backmarket enough! Their website is intuitive, the service is top-notch, and their refurbished products are second to none. After two successful purchases, I can confidently say that I'll be a loyal customer for years to come. If you're considering buying a refurbished electronic device, look no further than Backmarket - they've won me over with their outstanding performance!

Ich habe einen Laptop gekauft, der nach einem Jahr kaputt ging. Ich wollte es ihnen zur Reparatur schicken, aber sie teilten mir mit, dass sie keinen eigenen Service haben. Sie verwiesen mich an einen beliebigen Mechaniker. Erst beim dritten Service wurde festgestellt, dass die Platine einen Defekt hatte und sich die Reparatur nicht lohnte. Back Market Garantie abgelehnt! KAUFEN SIE NICHTS VON DIESEM VERKÄUFER, SIE WERDEN OHNE GERÄT UND OHNE GELD STEHEN!

Bought a I 12 plus. Within 60 days the speaker would nearly work and the battery life went from 35 to zero in five minutes… dealt with black market who had me send the phone back to the company , not their company but the actual company supplying the phone two weeks later get the phone back and it seems all good! Within 30 days the speaker only works 1:2 the time and the non apple replacement battery only has a few hours of power. I again contacted black market and they said just send it back again! This is ridiculous! I have learned my lesson. Just sharing so others don’t have these or..

I developed a small green dot on the phone front screen a few weeks after receiving the phone. The green dot is growing so I decided to contact Back Market. After a few conversations back and forth they stated the phone was dropped and they would not cover the replacement. My phone was never dropped and has no physical damage to it. The screen is perfect except for the growing green dot. How can Back Market say it damaged by dropping without seeing it? I even sent them pictures showing the phone has no damage. This BS and just their way out of replacing the phone. At least they should of had me ship the phone back for inspection. DO NOT BUY FROM BACK MARKET. They do not stand behind what they sell...

This place I think was the old Omega order web Warehouse for starters they sent me a piece of junk phone iPhone 11 pro that had 79% battery health multiple scratches pockmarks not to mention just a simple charge it would overheat I had to put it in the refrigerator two times. Sending this in the case back to them was a real task at hand since nobody accepts UPS packages in my area I have find the hole in the wall variety store / pharmacy on heroin row in Philadelphia to send this junk back I was skeptical about sending it back to them from the beginning they have yet to refund my money they told me they're not going to refund the money for the case and screen protector. They charge you quality insurance fees which this damn thing wasn't inspected then not to mention they act like ridiculous hipsters who the hell wants to deal with such people? Those guys on YouTube that say that this company is so wonderful are paid off not to mention I think those back market ads should be pulled down from YouTube having animals in intercourse on these videos. I had to report these people to the better Business bureau my next step is to do a chargeback. Don't get pulled in by the hype over this junk shop keep your old cell phones don't trade them into thieves like this to resell them at a higher price. Not to mention with prices like these it would make more sense to buy new items then save $50 or $60 buying used items

5/10/23 i purchase a Samsung galaxy s 20 Fe unlocked Verizon on the back market with seller tech gallery. i received the imei to find out it was locked to a Verizon account and after multiple calls and emails they refused to assist me in fact they protect the seller and refuse to assist me as i was told when it was discovered and informed them that the phone was reported stolen with Verizon and refuse to return my money 247.15 they have pretty much said they don't care that i contacted police in new york and garden city michigan for stolen property

One star is too much. I ordered a MacBook Pro that was almost $900. It took much longer than they told me to arrive. They gave me a bunch of baloney about it being a weekend, etc. I finally got the computer and before it was *** It was typing in letters all over the page. I told BlackMarket. Not a word. Then the space bar fell off completely. I contact BackMarket and they finally responded. They asked me for a video showing the damaged. Within 5 seconds of reading their response I sent them a video. Nothing. I get a message a few days later (now I am coming up on my 30 days to be able to return for full refund ) and they said we didn't get anything. huh? So I send them another video, same response days later. We haven't heard from you...I send them another email saying I want my money back I am within the 30 days. Nothing until after my 30 days are up. They said you can't return it now, ship it back and we will try and fix it. I was furious, so I sent them my emails, the videos, etc. AGAIN proving I sent them emails and videos...Nothing... I need say no more other than one word. DISHONEST.

I came here too, before buying, to read the reviews. Made my desision, and bought from them. An ipad pro 9.7 inch in mint condition for $300 from the *** sellers. I will say, i odered on either thursday or friday and it arrived the following monday, so shipping is extremely fast, however an ipad 5th gen is what was in the box, and on the return shipping label. I double checked in my confirmation email and low and behold, I had ordered an Ipad pro 9.7 inch, not an ipad 5th gen. Recieving the ipad 5th gen basically made the purchase pointless because I need the ipad to be able to connect with my apple pencil, and 5th gen ipads aren't compatible. The last thing I want to mention is that when chosing the condition before buying, mint condition says no visible scratches and while the ipad that arrived did have a perfect screen, there was a scratch on the back. I personally wouldnt care as long as the screen works, but others might, so there ya are. I sent a message to the customer care, hopefully they fix this promptly without hassle. Ill leave a second review upon the dealings of fixing this careless mistake, like i said, hopefully they can redeem themselves.

I love the phone I purchased (Galaxy S10), and have been exploring all of the features. Its easy to navigate and set my preferred settings, and ex p lains what the settings do. Battery life is impressive, and I like the many camera features, and so far I'm impressed with the quality of photos. I take a LOT of photos, and videos, and had maxed out my storage on my previous phone! Now... I can have much more! I am not an expert with phones, but the S10 is so user-friendly and I don't feel intimidated at all. The phone is aesthetically beautiful, which is important to me..and my friends believe it's a brand new phone. They are jealous ?A very important aspect about purchasing this phone from BackMarket: the *** experience. I received regular emails from their employees to touch base and they were not overwhelming. I've worked in customer service positions for many years, and held a supervisory role for over 10 years. When I experience this type of service, I know they are genuinely committed to the Customer, and in developing their employees. I can tell their employees are valued and appreciated. And that makes me very happy, because excellent customer service is rare, and this company clearly possesses that philosophy.

Great order, they exceeded what was advertised. Phone was in great condition and I purchased the "Fair" condition which was the lowest condition they sell. The phone was without any scratches, dings or dents. The phone was in full working condition and I only found micro scratches on the back bottom right which was only noticeable at an angle 3-5inches from it.The price was well below it's competitors like B *** etc $245 for a basically "like new" certified refurbished *** Galaxy S10 Plus($291 after fees and taxes using Affirm payment plan)There was a free 1 year warranty with purchase and I received the phone in just 2 days from ordering. And I didn't even make my first payment until the day after I received it in mail.So there was no risk other than the $20 shipping to send back if I was unsatisfied.Got a 2019 high end flagship with great specs, screen resolution, cameras, 8GB RAM/128GB Storage, 4K at 60fps on both rear and front cameras, 60Hz 1440x3040(522ppi) AMOLED screen, ***, wireless charging and Reverse Wireless charging all for under $300 and I can pay it off at my pace and it keeps up with my friends latest and greatest *** Galaxy S21 Ultra Review by -

This website has major flaws which lead to false impressions and consequently to false orders. One could discuss if this is being done on purpose. 1. When buying used or refurbished products one should actually be able to see the exact unit they are buying. In my case the model delivered was a large desktop version instead of the displayed tiny version of the Lenovo M900. Means 9 x heavier and 5 x larger. Information provided was misleading. 2. Also unsatisfying is the fact that equipment details are not consequently listed. Does it come with a mouse and a keyboard? Does it have a wifi adapter? etc. The "helpful" chat will tell you some do and some dont. Thats not really professional and very unsatisfying for a buyer not knowing what you are getting. 3. The sub supplier CNB computers is listed as a US refurbisher. In reality it is a Canadian company and the computer also came from Canada involving hold up in customs. If I would have known I would have purchased from a different supplier. Again false and misleading information. All in all, this was my first purchase and already too much went wrong. While purchasing and paying works extremely good and fast, lets see how the mainly automated system deals with correcting this. I know the answer already.

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

I am so frustrated and annoyed with the online system in My Account section. I have tried on several times to upload my driving licence. On each attempt I get a message stating that the image I am uploading is too small. There is no method it appears to get any help or guidance as what to do to resolve this problem. Because of this issue I conveniently cannot be paid the £12 Back Market owes me for trading in my old Samsun Phone.

Posting the fine details, but quickly reviewing, I'll never order from this company again. Summary - Backmarket tries to be an intermediary, but their replies are almost as useless as not replying at all. They need to vet their sellers or hold them accountable for problems. BM says to only communicate with Backmarket, yet it feels like nothing is truly communicated to the seller.

Originally, I did research on this site, and it seemed to have relatively high ratings. Like anything, I expect some bad reviews, and I was unfortunate to fall victim to having a negative experience... I don't mind getting refurbed phones, but I definitely want a warranty. Backmarket including a 1 year was definitely a draw.
- When purchasing a phone (Galaxy S21 Ultra) the size capacity was a serious consideration (as it has no external storage), so I chose a 512 GB
- there are lots of color options, so I chose Phantom silver over the plain vanilla black. ( about a $150 premium)
- I received the phone, backed up my old phone, and started transferring into the new phone.
- After fully transitioning, I realized I should have done an inventory check... When checking the capacity, I was shipped a 128 GB. Doh what a waste of time.
- Immediately opened a case, was given a return label, and I sent it back.
- I politely asked for expedited shipping for my return phone, a slightly better condition ( I ordered good), or at least a price break for wasting a lot of my time. Backmarket ignored this request with their many replies that don't answer anything.
- I let them do their thing, and when the tracking showed the seller received it, I was told they have 48 hours to send a replacement phone.
- A tracking # was provided. The phone shipped from the NJ... and a few days later was delivered to NJ. I politely reached out to BM again and said that they either gave me the wrong tracking, or the seller mailed themselves a package.
- I received a message from BM stating that my phone was received by the seller, and that they have 48 hours to get back to me (basically starting over). I escalate and tell them that they are giving bad info, and i demand an updated response and resolution.
- After a bit of back and forth, I get an answer that the seller actually doesn't have my phone in stock, and they offered me a black colored replacement.
- I told them that they've ignored my requests for a discount to make things right. I will not accept a replacement that is far cheaper than what I paid. I asked them if I would receive the same condition phone at the same price? They offered me $40 off. I told them I paid $150 higher for the color scheme. I told them politely to shove it, and just give me a refund.
- I was replied to and they said that the refund request was put in with the seller, and they will let me know if it was approved
- I reminded them that their policy was 30 days returns no matter the reason, so send it to me immediately.
Basically, I wasted 2 weeks, did not have a new phone, only to waste countless hours trying to coach them of how to problem solve their own own procedures. I think Back Market tries to do a good job with communication, but if they aren't listening or aren't accomplishing anything, I might as well be talking to a wall. I think the seller is largely at fault, but they just DGAF. Being a business owner, I completely understand the difficulties of running a business especially since the pandemic. However, having an experience like this vs just paying full price, I'd pay full price for a phone any day. I ended up buying a mint condition, non refurbished phone from Swappa at a higher price, and had 0 issues with the process. I know that your experience will always vary, but this interaction was frustrating enough to warn others. Just for others to know, eBay definitely reprimands sellers. They also have one of the best phone insurance policies of the used market, and I do recommend them. Unfortunately they did not have the size and color of the phone I wanted.

Horrific experience
If I had to write a book detailing my experience with this company in buying a refurbished iPhone 11 128gb it would be on the shelf titled NON-FICTION under the genre of HORROR.

I paid a three figure sum for a refurbished iPhone that has not been delivered by the company DHL who are just as bad.
The price charged to my credit card being more than the price advertised for the refurbished iPhone 11 which is another rip off.

The item was to be delivered on 19 September then it was the 20th followed by 21st September 2022.
Then it was the 22nd September 2022. Now it's the 28th September 2022 and still no iPhone 11 or a FULL refund without deductions.
Irritated at having to wait at home for over a week so far and cancelling appointments too into the bargain to wait for the non delivery, I cancelled the purchase but was informed that it had been dispatched and this is where the horror starts.

I am being given no approximate time slot just that delivery would be on these days from 8am to 6pm which is appallingly poor service from both Back Market and DHL.

I forgot to mention the seller is not Back Market they just punt on the sale to a third party BEST4TECH.

The last straw is that should the item arrive and I'm not there, I will be sent a return address label which I print off myself PLUS I PAY an extra ?10 for the privilege of printing off this return label!
Furthermore I MUST PAY the entire cost of returning the phone IF it turns up should I refuse delivery or it's faulty.
I have to take a photo of the package from ALL angles plus photo of the delivery driver if I'm there to refuse delivery.

To compound the dreadful service and be eligible to claim my partial refund (NOT a full refund once all the extra deductions are factored in) I have to send Back Market a copy of my photo ID such as my passport or driving licence.
I am refusing to send them a copy of my passport or driving licence as that facilitates identity theft or identity fraud despite being pestered daily to provide this photo ID to get my refund.

Along with the photo ID I have to print off yet another form and fill it with various other information within 5 days to help with their investigation.
Not an easy process at all and open to fraudulent abuse.

Despite being called from France and from several locations within in the U. K. I have refused to provide this intrusive photo ID of my driving license or passport as I do not want to be the victim of identity theft further down the line.
Here is todays response from BEST4TECH

"Thank you for your message! I definitely understand your concern. However, for rapid thorough support, I would like you to kindly file the certificate of non-reception as proof of not receiving the order. This document will also help you to receive a reshipment in 24 working hours or a refund. Unable to do the following and also provide your ID, we can not do much on this. I wish you a pleasant day, Williams from BEST4TECH quality team"

Having had enough of this nonsense I ordered a refurbished iPhone directly from the online Apple store which arrived the next day.
It has a new Apple battery, new Apple case, new Apple screen. It is like a new iPhone at a fraction of the original price with ALL GENUINE Apple parts unlike those from Back Market and BEST4TECH.
The refurbished iPhone is absolutely pristine in an apple box and surprisingly cheaper than from Back Market for a phone in its excellent category.

The service from the online Apple store has been second to none and I was given a one hour time slot for delivery which was accurate too, unlike the dreadful service from DHL who think customers have nothing better to do but wait at home all day waiting for a non existent delivery.

Tired of all the excuses from Back Market I have since opened up a credit card dispute by calling the bank that provided my credit card.
The dispute has been opened to get ALL my money returned to me without deductions and all the other nonsense from Back Market.

AVOID?. Go to a more professional company like Apple who know what they are doing.
Date of experience: 20 September 2022

I have sent my iPhone XR 64 GB for a trade in of Original value of £110.00

The refurbisher through Back Market received my phone on 12/0/2/2024

and gave me a revised offer of £75.00 which I have declined.

The agreed terms was refurbisher to sent back my device within 2 days .of sale rejection but they never returned it . On 16/02/2024 I chased back market to process my money and they gave the refurbisher an extended day to send it back.

ETrade sent me a tracking ID from EVRI which had no status update other than expecting the item, when I repeatedly chased Etrade replied saying they are busy and will send soon.

Even after being 10 days with no return of my phone Back Market refuses to process my originally agreed price .

i am utterly disappointed and would like my originally amount of 110.00

Hello, I've been trying to solve an issue on having with a customer service agent named Habibe who keeps ignoring my messages. On the 17th of January I received an iPhone 12 I bought through the app back market but when I received it the screen was very badly scratched/dented so I requested a refund and info about returning the phone. I've asked Habibe why the item still seems to be in transit (it doesn't show on back market as delivered) and if they can fix this issue as soon as possible as I need to download the invoice in order to request a refund/return. I've now asked them three times but no reply about this issue yet. I've also requested to be able to speak to a senior member of the customer service team but no reply. Can someone please help me fix this issue and help me with returning the faulty iPhone?

I bought an Iphone from Back Market that DPD didn’t attempt to deliver to my house they took it straight to the post office which I couldn’t pick up for a few days. When I opened the parcel the box was damaged and the phone screen was cracked. I knew back market couldn’t replace it for 7-10 days so I went and bought a replacement phone that day and applied for a refund. They say all over their website that you have 30 days to return the product however when you actually go to return it (showing pictures and an explanation of why it’s faulty) they reply with an automated response saying you only have 3 days to return faulty goods. They have no contact number or email you have ti wait a number of days for automated responses on a chat line through their website where I got nowhere. It was just copy and paste messages saying how they can’t do anything because you only have 3 days to return faulty goods. I explained how this isn’t my legal right as a customer I have up to 30 days to return a a faulty item but they’ve just stopped responding, it’s been 2 weeks of me messaging them and no response, no contact details, no customer service, no refund.

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?

I received my phone on 07/12/2023. I didn’t set up my phone until 10/12/2023 due to waiting for a screen protector and phone case. From install I had issues with the screen freezing, displaying black at the top of the screen and with the screen going unresponsive. Initially I thought that this was because I had just transferred over a large volume of data. I also had issues with the fingerprint scanner not working which I put down to the screen protector and ordered a new one. On several instances I logged onto back market and began the get help process however in each case restarting the phone solved the issues I was having and the get help process didn’t allow me to submit my issues without having to delete all of my data off the phone and send it in. This seemed like an over reaction and I decided to keep using the phone and send it in if the problems persisted.

On 25/12/1023 the phone abruptly powered down. I finally completed the get help process, updating the issues to say it no longer turned on. I also declared truthfully that I had not water damaged the device in any way, which is still true.

I sent it in for repair on 27/12/2023 and received no updates until 03/01/2024 when I requested one. I was informed that my phone had been returned un repaired and the warranty was not valid due to water damage. Firstly, the lack of contact even to inform me the phone was being shipped to me is appalling. I was told to check the tracking information and I had to request they sent me the link it because I had not been informed at all. I was also only informed it had been returned I repaired and why when I asked for details of the repair to keep on record of the problem persisted.

Secondly as stated before, I have been experiencing issues since arrival which escalated. At no point have I exposed the phone to water, coincidentally or accidentally. If water damage is the cause it was present prior to me recovering the purchase. I feel conned by back market and despite asking that this is escalated have had no further update.

I bought the Google Pixel 7 Pro, and unfortunately, it was faulty. I exchanged it for another device, but to my dismay, the second one was also faulty! Frustrated, I requested a refund. It's been nine days since they received the returned device, and after several messages, I finally received a response stating that they will refund me. However, to my surprise, they have only refunded me partially.

The communication was nice and smooth only until I requested a refund. I do not trust this company. To make matters worse, Back Market responded stating that they charged me because 'The first month of i-surance Wakam is free, and the remaining months are charged according to the amount used.' How can they justify charging for two faulty devices that were both returned?

According to their policy, I can cancel the cover insurance within 30 days if not used and will be entitled to a full refund. Back Market has withheld the refund process for 10 days, and now they refuse to provide a full refund as per their own policy.

My daughter ordered 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 have lost my money and still don't have a phone, the company is probably ok unless you have a problem, can't call them can't do a live chat just have to wait for days on end for a reply.

Purchased mobile phone Samsung Galaxy S20 Ultra (Dual Sim, 128GB) through the Back Market platform, Refurb seller Cov Tech Ltd . Purchase made 15/06/23 with debit card online payment. 08.11 phone developed a faulty screen that was all lit up & flickering, and I was unable to switch off / reset / see any of the screen information. Immediately contacted Back Market through their online help linked to the order details, specified the problem, sent pictures of the malfunctioning phone and returned the phone as requested.10.11 Back Market sent a message to say that the phone had been received and the screen was malfunctioning because I'd mishandled it and listed general warranty exclusions. None of these exclusions apply since I'd not mishandled it. Photos they have sent which "evidence" their claim of mishandling, show the outside of the phone, simply of the screen not working. No evidence of mishandling. They are refusing to repair, replace or refund the faulty product, even though it is within 6 months of purchase and it hasn't been mishandled. The deflect from responding to my direct questions or points made and deflect from acknowledging their legal obligations to consumers according to the consumer rights act 2015. I've repeatedly requested that my complaint is escalated to someone who is willing to acknowledge and act in accordance with consumer legal rights, however again, their response deflects with "don't worry, your complaints are taken into consideration by our team" and request my address so that they may return the faulty and unusable phone. Order number: [protected].

I’ve bought two items this year from back market, the first was an iPhone for one of my grandkids, I asked for one in excellent condition and was very happy with the pristine item that arrived, so when it was time to buy a gift for my other granddaughter, I came back to your company, again, I ordered an iPad, and paid the extra for it to be excellent condition, well I was so ket down when it arrived and no way was it in a condition to give as a gift, it was scratched around the edges and filthy, I sent it back the correct way to the supplier, in the uk, I’ve tried to look at the status on my account and all I get is a message saying oops, yo7 haven’t pruchased anything yet, it’s ridiculous, I p e spent hours trying to find my account and yet I had a pop up when I was looking at my emails, saying there’s a message from the seller, and of course I can’t see it because you’ve removed my account so I can’t log in to anything, I need the refund asap and want to know why you tell me I haven’t purchased anything and don’t have an account, which is clearly incorrect, then I’m toksf to purchase something or adopt a fone, I do not understand how the adopt thing works, I just need to see my account p, ease, and it’s extremely time consuming let alone frustrating to keep seeing that msg when I tr6 to look at my account, please help sort this out, I need my refund, I returned the iPad teo days afte4 it arrived, so almost two weeks ago, yo7 sent me the return label and I printed it out and stuck it on the package with a return address on the back.

I recently purchased a phone for my partner via the website. After the phone arrived we noticed it appeared glitchy, after a few days it started to update then just switched off and wouldn't turn on again.

I informed backmarket and requested to return it for a refund.

I returned the item and would later be asked for my login details for Samsung accounts etc.

Explained we didn't have a Samsung account.

They told me I should have logged out of any accounts before returning the phone.

How could I if the phone wouldn't turn on ?

Now I'm continually being asked for login details and it appears to be turning to delay tactics and avoiding providing my refund.

They said they need login details to fix the phone.

However a phone can be factory reset without email login details.

Back Market Customer Support hasn't responded to my emails from September 14th through the 15th. I don't understand why they're not responding to my emails and ticket requests anymore. They usually respond within 24 hours or 1 or 2 days. Once the situation is resolved, I'll be able to proceed with shipping the item via UPS pickup. The parcel is already sorted out and packaged.

Urgent Issue - Repeated Damage to Phone During Repairs and Transport

Dear Back Market Team,

I hope this message finds you well. I am writing to address a pressing concern regarding the recent damage incurred by my phone during the transportation for repair. This issue has become increasingly frustrating, as it is not the first time my phone has undergone repair only to return to me in the same condition.

To provide some context, my phone had been previously sent for repairs and, regrettably, it was returned with the same issues unresolved. I had entrusted it to your service in the hope of a comprehensive fix, but the outcome left much to be desired.

In light of this, I took great care when preparing my phone for its second repair attempt. I ensured that it was securely packaged with the utmost protection to safeguard it during transportation to your facility. Therefore, it is perplexing that my phone once again sustained damage during transit.

This repeated cycle of sending my phone for repairs only to have it return in the worse condition is not only inconvenient but also deeply frustrating. I am now faced with the same issues that prompted me to seek your assistance in the first place, even after the second attempt at repair.

I kindly request that you investigate this matter thoroughly, taking into account both the damage sustained during transport and the recurring issues with the repairs themselves. My expectation is that the repair service provided should result in a fully functioning phone, as initially promised.

Given the history of this issue, I urge you to prioritize resolving it promptly and effectively. I appreciate your commitment to providing quality service and hope for a swift resolution to this matter.

Please do not hesitate to contact me if further details are required.

Thank you for your immediate attention to this critical matter.

Sincerely

Ewa Niewiadomska

I purchased a phone on August 26 and on the same day I cancelled the order due to the fact that I made a simple mistake with buying which type of phone. I was told I had to wait just 3 business days. It’s been 3 business days and there is not indication that a refund has been made. I want my money because I need to purchase a phone, but they are making it physically impossible to receive a refund.

Hello

It's fermin right here, I had a problem 2 weeks ago with an order that wasn't delivered, so I click on "ask for help", and they told me that it seem like the carrier lost my package, and then they send me a "Certificate of non-receipt" where they ask me for some information and what I would like to get in case that the package was lost, so I choose refund and they told me that it would take 3 business, but one week had passed and now where I text them, they don't even give a response. I would like to get my money back because I didn't get my order that's it.

Bought a refurbished Poco X3 Pro near the end of May. It only took a few days to arrive. So far so good ! A few days later it suddenly got stuck in a bootloop where it would constantly reboot. Looked it up how to fix it and found out this is a fairly common problem with this model and also with some other Poco or Xiaomi phones. Someone online suggested repeatedly pressing the power button in order to stop the bootloop. A strange solution, but apparently this has worked for some people. So I tried it and it actually worked ! So it happened a few more times. I tried the solution and it worked every time ! Then it stopped happening. I had told Back Market about it and they were very kind and offered a refund. The problem had stopped so I decided to not get a refund for the moment coz I needed to have a working phone at the time in order to get a new place to live, so I couldn't afford to be without a phone. So I decided that if I had more problems with the phone in the future I would then get a refund or replacement or repair. A few months passed without any problems, then it happened once again and I tried the same solution and it worked again ! Thank goodness ! So then a month or so later I was in the middle of using the phone, browsing the web using the Google Chrome app and the phone just switched off and wouldn't turn on again. It is now just an expensive paperweight ! It won't take a charge either ! I contacted Back Market for help in getting a replacement. I also asked if they would be able to upgrade the replacement phone to the 8gb ram, 256 rom model of the same grade and I would pay the difference. That was on August 15th 2023. They have not read my messages or responded yet. They were very fast to reply when I had a problem before, but strangely they are not fast this time or are ignoring me for whatever reason. I thought they had very good customer support before, but now I have to say that their customer support is absolutely terrible !

I've ordered several phones over the years from backmarket, and most all have worked well.

This time I ordered a used Samsung Galaxy s21 because I needed an upgrade for my ride share gig.

The phone was fine for a moment when I recieved it, but then the charging port malfunctioned.

The return procedure is painfully slow. Shipping the return was almost a week. They say within 3 business days the problem will be resolved,but so far it's been 8 business days since dry recieved it, and with the holiday weekend coming up, it'll be over 2 weeks! Of waiting for an answer, not to mention the probably slow return shipping. In a few days it'll be about a month all told that l am about of a new phone. That I need to make money for work. Sigh.