This was my first time and last time using this company. From what I understand BackMarket acts as the middle man between the customer and seller, which creates a whole series of issues when a problem arises. I had ordered a Samsung galaxy smartphone and was in dire need of a replacement. The day the phone was due to arrive, I received no parcel. I called the courier directly and they stated that they never received any package from the seller and that I should take up any issue I have with the seller directly. BackMarket does not have a direct number or email that they advertise on their website openly. Rather, any ssues are meant to be raised via their online portal, which is absolutely useless. At this point I had not yet received any communication from BackMarket as to the whereabouts of my parcel or neither any emails with updates. When a customer service rep finally responded they informed me that I had to send a copy of my ID and fill out a form to assist with their internal investigation. At this point no apology had been offered, no explanation was provided as to why my ID was needed and nor was there any timeframe given as to when I would receive a refund. Might I add, I still had not received the phone. I obliged and sent all the documents as requested, and I was informed that it would take 1 business day to process the form and issue a refund. Well lo and behold even after 1 business day later there was radio silence. I messaged them again, only to be given an excuse that I was also required to send a photo of the back of my ID. This had not been requested initially, and was frankly not required to conduct an investigation. Frankly, they were making excuses to delay processing my refund. BackMarket was exceptionally slow in processing a straightforward refund which was an error on their end. Regardless of the outcome of their internal investigation, I was being penalised for their error. It took multiple messages and essentially I had to spend nearly 2 weeks of my personal time to get my refund processed. I never received the phone and cannot speak for the quality of their phones, however, the quality of their service is extremely poor and unprofessional. If you have any issue with your device, you will not be able to resolve your issue quickly or directly. I promise you it is easier to reach HMRC then it is to reach BackMarket. The problem I experienced appears to be universal especially when it comes to shipping issues. At no point did BackMarket reach out to me to resolve their issue. I did manage to find their number hidden within their website. I am unsure if it will be of any use to anyone but it is 0203 322 5575. Incredibly unprofessional and waste of time.