“Faulty products. Appalling service.
Purchased as a present, not charged or opened until Christmas Day because of this.
The touch screen on the watch sent did not work at all following charging and the product had not even restored to factory settings as was locked with a pre-existing passcode (which couldn’t even have been attempted due to touch screen not working).
Because of this it was returned within 14 days of being received (those 14 days including the Christmas period)
However the company are refusing to repair or replace despite having sold an unusable, and clearly not restored, product in the first instance.
The product is being returned and, whilst I could fix the touch screen at my own expense, this will not resolve the problem of the pre-existing passcode.
The 30day change of mind and 1 year warranty advertised have not been honoured.
Regard the company to be wholly disreputable.”
“Hopefully you get to read this before they get to delete this comment as well!!
****DO NOT USE THIS COMPANY****
If you actually do receive the item you paid for hopefully you don’t have any issues as this company only replies to you until they get your money. YOU HAVE BEEN WARNED.”
“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.
23/12/2023
Bought the same phone from CEX, a lot more professional and 2 years warranty and you can talk to proper humans if you have a problem instead of conmen.”
“Awful experience with Back Market. Purchased two iPhones for my children for Christmas. We’re unable to set them up with out a ‘company portal’ tried everything but unable to get around it on both iPhones. After a number of messages sent phones back before Christmas- still waiting for a refund after numerous messages!! Do not buy from these!”
“I ordered a phone over a week ago for my sons birthday present, his first mobile. I paid the extra 5 euros for express delivery in 48 hours its been over a week and I still have not receive the phone so he had NO BIRTHDAY present and was so upset. I still dont have the phone or a refund. Terrible company do not buy from them.”
“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 and suspicious transactions, the only fraudulent activity is the company BACK MARKET so if your stupid enough to purchase from them hope you don't have any problems.
23/12/2023
Bought the same phone from CEX, a lot more professional and 2 years warranty and you can talk to proper humans if you have a problem instead of conmen.”
“Back market send items from a 3rd party. I sent a phone back to a unit in Ruislip who said it hadn't been delivered even though Ali who does work there had signed for it back market said nothing to do with them and wouldn't help .”
“this is a horrible place to buy anything i paid extra money for my sons iphone 8 to come early and came 6 days late still hasnt come. my son went to his dad's house without a brithday present .it is a NIGHTMARE”
“I recently purchased a refurbished Wii. Shortly after I paid the package was "lost". The seller demanded that I provide a copy of my passport or driver's licence in order to commence an investigation. This sounds highly suspicious and creates the potential for identity theft or fraud. I have no device and I am out of pocket. Do yourself a favour and use Amazon instead.”
“Ordered phone which was supposed to be in excellent condition. Arrived with substantial damage on one corner and lines down the screen. Tried to upload pictures onto their site as requested. Would not load. Contacted them and was told by Back Market themselves that the site was down. Took five days for site to accept pictures. Was eventually told because I had not forwarded pictures within 72 hours of receipt of the phone, I was not eligible for a refund.”
“I ordered iphone 13, and a macbook from backmarket. They sent me the wrong color of the phone and the phone wasn't working at all. and when i told this to customer service, they asked pictures and i sent them. Now, neither they are giving me the refund nor they are returning it. For macbook, i received an empty box, and i told them this and then they never responded back.”
“Initially all seemed fine. Unfortunately the product was never shipped (according to Royal Mail's tracking page, they haven't received the item from the seller).
When I contacted the customer service they asked me to fill in a form in which they wanted me to:
"duly swear that I have not received the mentioned order"
and
"I undertake on my honour, under the condition
□ of the refund of my order
□ of a new shipment of my order
to refuse the package if the carrier tried to deliver it anyway"
What? This is purely offending and unnecessary in a situation where they clearly messed up.
I duly swear I will not use them again. Requested my refund via PayPal.”
“Absolutely terrible customer service. Bought a mobile phone a couple of months back. Recently it suddenly failed whilst using so returned under their 12 month warranty promise.
4 days later out of blue same phone returned still broke but with damage added. I have not had a single reply or acknowledgement from Backmarket and they have not helped me at all. I now have a broken phone, massively out of pocket and no means to speak to them as not replying on their only avenue. Will now have to go through PayPal, bank, and citizens advice as they have not honoured their legal warranty. I would advise anyone to use Amazon pre-owend or another reputable retailer as Backmarket WILL ignore you if you have a problem. AVOID!!!”
“Bought iphone 11pro max. That was faulty . Send back to sellers. Seller broke the phone and sen back to me .they claimed I smashed the phone. Now I paid £435 for faulty phone”
“I bought a Samsung fold, and after just a year, no more sound or image on the inside screen. Expensive phone, out of warranty period. Took it to Samsung and they said they put glue inside to refurbish it, never again.”
“Got the phone and thought the insurance was a good idea. It wasn’t. If you make a claim and it’s approved, they want a £40 “excess fee” to proceed. Then they hit you up with “you should have read the terms and conditions”. No mention of this on the website.”
“its amazing i brought an iphone 13 pro and its super fast an damzing condition, its way better that o2, giffgaff, three, or any other other suplier i have tried in the past. i definatly recomend, dont get tricked or put off by the other revews, it the best.”
“I bought a phone in Nov 2022. After a few months, there were issues with the phone - system bugs.
I decided that, as it was under warrantee, I'd send it back. On 4th October, I followed the Backmarket instructions and erased all my data, packed securely the phone and dropped it at the DHL point (they picked DHL, not me).
I got a message on the Backmarket platform confirming I had dropped the phone at the DHL point and it was ready to be picked up by the seller.
After a week, no news. I contacted Backmarket and they promised a solution in 2 days. They have opened an investigation with DHL and since then, they are asking ME to prove that I delivered the phone. The tracking link says I did so there is no other conceivable proof I could give. But I'm stuck in this loop with them, one message/work day, so it's moving slow and it's a real problem daily to not have my phone!
I'm now at the point where I think this is an organised scam: they leave you stuck in a loop where you can't possibly take action and resell your phone on their platform. It can't be a simple misunderstanding on their part: it's been many messages of me trying to re-explain the situation, asking what sort of alternative proof they expect, going to the DHL point to check whether maybe the phone had slipped and was still there... They're not suggesting alternative solutions, not escalating the problem to a phone call or to another person. In a word, they're not even trying to help so this is deliberate. It seems like a lot of people are having a similar pattern too!”
