I recently had a highly disappointing experience with Backmarket. I bought an iPhone 15 Pro Max 256GB using Klarna finance on 01/07/2024, paying a deposit and financing the rest. Upon receiving the phone, I found the quality unsatisfactory and initiated a return request. Backmarket provided a Royal Mail label, and I returned the phone using tracking number FC574682906GB. The tracking status showed "out for delivery" on 10/07/2024 and has not changed since. Despite my daily tracking checks, the status remains the same. I tried to contact Backmarket, but phone support is non-existent. I reached out via chat on 15/07 at 14:07 and finally received a response at 16:40, asking for patience and promising an investigation within two days. On 18/07 at 16:02, I received a message requesting my ID, police report, bank details, and proof of address, which I can provide without issue. However, they are still holding onto the phone, and my Klarna finance has not been canceled, continuing to charge me. This experience has been extremely frustrating, and I feel scammed by Backmarket. The lack of proper customer service and the ongoing financial charges have left me deeply dissatisfied. I would caution others against using this website based on my experience.