After two previous purchases without problem, my third and most recent experience has been awful. I ordered a refurbished iPhone that was delivered to the wrong address. I understand this was not the fault of BackMarket and the fault was with the courier, however the way BackMarket handled the issue was appalling. For over a week, every reply to my emails said the same thing "we opening an investigation", and the delay in between responses made the issue even more frustrating. Furthermore, every response seemed to be a copy-and-paste script, and no one seemed to want to take the time to help. After 7 days of this, I opened a case with PayPal, which BackMarket then told me I'd have to close to receive a refund. However, once you close a PayPal case it cannot be reopened and I had no faith in actually seeing either the phone or my money back so I was not willing to do this as it seemed very suspicious. 8 days after the misdelivery, BackMarket informed me they had refunded but they had not (they even sent an automated refund email). PayPal confirmed to me twice that no refund had been made. I finally received my refund today, two weeks after my phone was misdelivered, and after so much hassle and chasing it has put me off returning as a customer. I believe the refund has been refunded only because I escalated the issue with PayPal who intervened. Thank goodness I paid with PayPal who actually responded in a timely fashion, proactively and personally.