“My daughter ordered a phone from back market order number 33727493 that didn't work after 2 days, was returned on the 25th of October 2023 and initially back market stated that they had received the phone back and stated they would repair, replace or refund, replied again on the 31st and stated there was nothing in the package, they then asked us to send in a police report and stated when they receive that we would get a refund after 2 days ( another lie ) they have sent another message again today 30/11/23 stating they want a police report ( already sent ) proof of handover, id, and statement of payment, it's just one thing after another and 5 weeks later, I think they drag it on so you get fed up and give in, I the parent bought the phone for my daughter for £210.09, so have lost my money and still don't have a phone, the company is probably ok unless you have a problem, can't call them can't do a live chat just have to wait for days on end for a reply.
12/12/2023 update today
Not refunding the lost phone and have suspended my account so unable to speak to them anymore stating there's fraudulent activity on my account the only fraudulent activity is the company BACK MARKET so if your stupid enough to purchase from them hope you dont have any problems.”
“The worst company ever. Do not honour their warranty. Returned my handset that was being repaired saying it arrived damaged to them. I showed them photos that it was not when I sent for repair now they refuse to accept liability or their courier. Absolutely shocking, illegal and fraudulent. Wish I had looked at the real reviews 1st from thousands like me and not their fake ones hiding what they are really like.”
“After only have my phone for 7 months the screen has now gone funny. I informed back market of this and told me someone would contact me. Three weeks later and nothing! I have tried to connect with them via their chat but I’m constantly ignored, have tried to call but always an answer phone, sent millions of emails to all different email addresses but nothing!!!! I have sent a letter of complaint before I go down the legal route. This company is only interested in taking your money and that’s it. Their customer support is disgusting!!!!!!!!!!!!”
“I had a terrible experience with Backmarket as I was sold a defective phone in poor condition that was listed as in 'good' condition.
Within only two weeks of purchasing the phone the volume buttons fell out on their own. There were scratches on the screen when it arrived and now the camera screen is crumbling away.
I bought the phone in good faith, with a warranty and with additional insurance that I purchased via Backmarket. Backmarket is now telling me that the warranty does not apply to this 'situation', whatever that means. The insurance company is telling me that the phone is not covered because there was no 'incident'.
So Backmarket won't honour the warranty and the insurance, that I paid £70 for only weeks previously, won't cover it because I didn't cause the problem.
Who IS responsible for this? Apparently me for believing that Backmarket is a reputable and trustworthy place to buy a phone from. It clearly is not.
The reviews on the Backmarket site are all ‘validated’ by them so negative ones, such as this one, do not get approved.
Backmarket says this is a technical issue. The buttons physically falling off the phone without any incident is not a 'technical issue' it is a physical one. They claim that Google will honor the warranty, that they will not, despite my not buying the phone with Google and presumably knowing, as I do, that Google will not repair or replace a phone that has been refurbished.
This is entirely unacceptable. DO NOT make the mistake I did of buying a phone on Backmarket.”
“Customer service ZERO
Refund STILL WAITING
Price OVERCHARGED ON CREDIT CARD
Returns SEND IN COPY OF YOUR PASSPORT or DRIVING LICENSE
I have begun a credit card dispute with help from my bank that supplied the credit card to get a full refund.
AVOID at all costs and buy a refurbished iPhone from the Apple Store which has ALL genuine new Apple parts including Apple battery for less money and a superior service.”
