Absolutely terrible customer service. Bought a mobile phone a couple of months back. Recently it suddenly failed whilst using so returned under their 12 month warranty promise. 4 days later out of blue same phone returned still broke but with damage added. I have not had a single reply or acknowledgement from Backmarket and they have not helped me at all. I now have a broken phone, massively out of pocket and no means to speak to them as not replying on their only avenue. Will now have to go through PayPal, bank, and citizens advice as they have not honoured their legal warranty. I would advise anyone to use Amazon pre-owend or another reputable retailer as Backmarket WILL ignore you if you have a problem. AVOID!!!