“I was sent the wrong phone by Back Market. The phone was locked to a Swedish company and was unusable. The company selling through Back Market has gone bust, and Back Market will not refund or swap the phone. I have spent hours explaining to them through their customer support and they have done nothing. DO NOT BUY FROM THIS COMPANY”
“Avoid Back Market if you expect the grade you pay for. I ordered an "Excellent" PS5 Slim, but received a unit with structural defects.
Support Agent "Nils" admitted in writing that the item "contradicts the listing 'Excellent'" and that the seller "failed to meet standards." Most shockingly, they admitted that despite charging a "Quality Assurance Fee," they have NO test reports for consoles. This is a misleading trade practice.
Since March 12th, they have ignored my formal Letter of Claim. I have now escalated this to their CEO (Thibaud) and will be filing a Section 75 claim with my bank and a report with UK Trading Standards. Do not trust their "vetted" sellers.”
“Don't buy from Backmarket.co.uk especially big money items they'll send you damaged products and find a way to male it your response.
I've just been scammed out of £600 for a phone that was sent to me damaged.
They'll do anything to find away not to give you back your money and the seller will lie!
And this is the kind of email they'll send you to leave you stick with a phone that was already damaged.
This is Anastasia from Back Market’s Technical Team, it’s a pleasure to get in touch with you. I’m reaching out because your case has been escalated for review.
After inspecting the returned item, the seller has concluded that the warranty is excluded, as the cause of the issue is physical damage to the device. As shown in the attached photo, the screen has an internal crack visible as a black spot. This type of mark, along with coloured lines, is always the result of an impact or pressure applied to the screen. Please note that even if the device has a case or screen protector, these accessories only protect against external marks and cannot prevent damage to internal components.
I’d like to clarify something regarding the warranty. When a phone shows physical damage, even if it doesn’t seem related to the reported issue, it affects the entire device.
In fact, the warranty exclusion applies to the whole phone, not just one part. Damage, even if localised, can compromise the overall proper functioning of the device and void the warranty coverage. The seller can no longer guarantee the proper operation of the internal parts.
Unfortunately, our sellers do not offer repairs for devices that are out of warranty, as we cannot ensure or guarantee payment for such repairs. We recommend visiting a certified local repair centre instead.”
“I bought a tablet from Back Market, Galaxy tab S10 FE Ultra 14.6" screen. Tiger Tech sent a smaller model, Galaxy tab S10 FE 13.1". The price difference is approx £300.
I immediately contacted BM and after futile attempt to turn on the device ( it was not charged and no compatible lead was supplied) to verify the model I agreed to send it back for a refund.
No apology.
Now Back Market are going to take 2 business days to return the funds.
It seems a poor response to what amounts to an attempted fraud.
I have no confidence in Back Market.”
“I ordered a refurbished MacBook from back market and it arrived with a faulty charger.
They sent a replacement, but the replacement was the wrong voltage and not the correct adapter for my MacBook. I checked this with Apple and an Apple technician in store, who confirmed it was not the correct charger and would in fact damage my laptop.
Despite this, Back Market refused to send the correct adapter.
The customer service was extremely poor - after over eight weeks of slow back-and-forth, the issue was still not resolved and I was forced to buy the correct charger myself, meaning the purchase did not save me money at all.
Poor customer service and a failure to resolve a basic fault.
I would not use Back Market again.”
“No connectivity to data whatsoever. Surely the first thing you check when refurbing. Been on to Voda for literally 6 hours. Absolute joke. I'd have had more chance connecting with a house brick. If you're going to offer refurbs then refurb the thing without cutting corners. S**t show of the highest order.”
“I’ve had a really poor experience with Back Market. I ordered an item on the 27th of November with a promised delivery date of the 1st of December. It’s now over 12 Days late with no real action taken to fix the issue.
Every reply I received shifted the blame to DHL, even though Back Market chose them as its delivery partner. Instead of taking responsibility, they kept asking me to wait for more tracking updates while nothing changed.
This was meant to be a birthday gift, and the date has come and gone. No solution, no urgency, and no ownership from Back Market. I’ve asked for a full refund and cancellation because the service has been totally unacceptable, but they won't do this. Shocking service.
I won’t be using them again.”
“Price is good, but customer service is non - existent. Phone line says is closed for maintenance. Responses are maximum once every 24 hours. They sent the wrong laptop and issues have not been rectified. Would not recommend.”
“Slow as hell and not helpful. I had one response in a week and it was exactly what Google says I should they did not care enough to look at the problem deep enough.”
“I traded in my iPhone 11 for a re-furbed iPhone 15, paying extra for a new battery. When the phone arrived, it had the original battery in it. I contacted a BackMarket 'customer champion' ! , asking for a refund of the new battery cost. They weren't interested, despite mis-representing the phone on their site. They said the only option was to send the phone back. This would take a week, during which time I wouldn't have access to a phone. It's one of those 'computer says no' moments. They are a volume business...it's churn and burn.....but don't ask them to do anything.”
“I have bought 4 mobile phones from Backmarket over the years. The phones have lasted for at 3 years before I felt compelled to change them and in theory I could get money for them if I sold them back. Very happy!”
“I have spent almost 3 months on near enough a daily basis dealing with backmarket to try and recover a refund under their warranty terms and conditions that I felt I qualified for. They argued and were extremely unhelpful and unprofessional in dealing with me. Changing the goal posts to suit themselves and even when I had an external report to prove my point they would not accept it.
Then they told me I could have a full refund when I returned the phone which I did. Surprise surprise a few days later they claimed I didn’t qualify and revoked their promise.
Thankfully because of their own incompetence they returned my phone to a wrong address and the phone was lost. So they finally decided to do the right thing and give me a full refund.
The whole process was so very unnecessary and caused a lot of stress. I will not be using backmarket again for any future purchases”
“I have just taken delivery of a refurbished iphone SE from Hockley Mobiles through Back Market. 5 stars all round, for service, delivery, the product itself and value for money. One happy customer. Keith in Horsham.”
“Few weeks ago, our hedge funds lost about $700,000 to a Binary option Company. We send a mail to [contactzattechyrecovery @ Gmail com] on digiconomist Blog. In no time, they did an amazing job recouping almost 85% of our funds. We appreciate working with your team. Thanks!”
“I ordered an iPhone from them, it came 5 days late and was sent to the wrong address evan tho people stayed home to collect it. It was then sent to my friend in Tanzania, when he got it it was not letting him register it to his account. He took it to an iPhone specialist whom said it was still registered to another acc and could be stolen . I contacted back market and explained the situation and they agreed it is still registered to some other persons acc and asked me to send it back. My problem is who should pay for the phones postage to Tanzania and back , who should pay for the import tax to Tazainia and finally am I handling stolen goods . You cannot phone this company and they only respond after 1 week. They are liable for all costs according to a lawyer and if they do not, I will be going to court and the police.”
