“I bought a refurbished Lenovo computer through Back Market in June 2026. A few months later it developed a serious recurring fault where it began randomly crashing/restarting.
The fault itself is frustrating, but my main complaint is the way Back Market has handled it.
I contacted customer service and explained that this is my primary computer and that I rely on it heavily, including for work. I asked whether a replacement could be considered rather than leaving me without a computer while it was sent away for inspection and repair.
I was told that I had to return it and potentially be without it for approximately 7–10 days.
When I asked for the matter to be escalated to a manager or senior member of staff, that request was refused.
When I asked how I could submit a formal complaint, I was not provided with an appropriate complaint contact.
I then asked for relevant head-office/contact information so that I could escalate it myself. Again, I was not given it.
I eventually had to research Back Market's own legal and warranty information myself.
That raised even more concerns.
Back Market's published warranty refers to repair or replacement within five business days of the seller receiving a returned product, yet I had been told approximately 7–10 days.
Their warranty also states that customers experiencing a problem within six months may be eligible for Express Replacement.
My computer developed its fault within that six-month period.
I submitted a detailed formal complaint specifically asking Back Market to explain:
- why replacement was not being considered;
- whether my order qualified for Express Replacement;
- why I had been quoted 7–10 days when their published warranty refers to five business days;
- how the significant inconvenience of being without my main computer had been considered;
- and why my attempts to escalate the original telephone call had been refused.
Their response did not meaningfully answer those questions.
Instead, I received what was essentially another generic explanation telling me how to print the returns label and send the computer back — the exact process I had already explained I was disputing.
I have since had to reply again asking them to actually address the substance of the complaint.
This has gone far beyond simply being disappointed that a refurbished computer developed a fault.
What has destroyed my confidence in Back Market is how difficult it has been to get anybody to genuinely engage with the problem.
I should not have to research consumer law, warranty wording, seller details and corporate contact information simply to get a company to answer straightforward questions about a faulty product.
I am keeping a full written record of the complaint and the discrepancies between what I was told and Back Market's published warranty terms, and I am prepared to escalate the matter through the appropriate consumer channels if necessary.
I cannot recommend Back Market based on this experience.
The real test of a company is not whether something ever goes wrong. Products can fail.
The real test is what happens when something does go wrong.
Based on my experience, Back Market has failed that test badly.”
“I ordered a phone and paid £5 express delivery. The phone did not arrive! After much back and forth via email (no phone number option) I managed to get the phone refunded a week later. They would not refund the delivery fee and denied that existed! Would not order anything from this company again!”
“Sadly back market have sold me a faulty phone that will not recognise a sim card, despite this being a known fault with the phone in question and would be covered under warranty. Their live chat asked me to send back the phone for repair and now they are refusing to repair and only offering 10% refund. I would not recommend this company.”
“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.”
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