“Please stay away from this company.
Bought a phone - not working.
Sent back.
Returned to me still not working.
Sent back.
Returned to me now with the protected screen off and smashed in numerous places.
Have photos to prove this but they’re saying the warranty is void because I damaged the phone??”
“Anyone can sign up to sell on BackMarket, which means you might end up receiving a heavily damaged product that’s just been given a cosmetic refresh. I bought a $500 Apple Watch that didn’t even power on. I also purchased a Blue iPhone 13 Pro when it first came out, but when I registered it with my carrier, the IMEI revealed that the phone was originally gold—something the seller should have disclosed upfront. Additionally, the iPhone had significant software issues.”
“DISGUSTING! DO NOT BUY FROM HERE!! If you value your sanity, mental health, customer service, and value respectable and reputable companies then DO NOT UNDER ANY CISCUMSTANCES GET INVOLVED WITH BACK MARKET. They will take your money, and never look back or actually answer your concerncs.
I ordered a phone from Back Market on 24th September, to be delivered by 26th September. The phone was NOT shipped until 26th September. it is now the 7th October, the phone has been at the delivery depot every day since it was shipped. Everyday on the DHL website I get a notification "Your phone is at the depot". However everyday since ordering I have wrote and complained to Back Market Customer Service and everyday they respond with "Good News! Your phone is at the delivery depot." This is never good news as i always knew this and its the same news everyday.
After contacting DHL, I was instructed that i should be oin touch with the sender to resolve the issue. The sender is BACK MARKET. When i get back in touch with them, they say it is their policy that they cannot do anything until the phone is delivered if DHL updates the package with "Parcel is at the Depot".
After asking customer service of BACK MARKET, if DHL updates the package info every day for over a year, you still wont be able to get involved and help me, to which they said NO.
This policy is a cowboy policy and only allows BACK MARKET to steall customers money and turn their back on them.
There is no company on the planet, that if you order from them, and you do not receive your package, it is the customers responsibilty. I do all my hsopping online and on websites and have never ever experienced anything like BACK MARKETS CUSTOMER SERVICE. It is disgusting, disrespectful, poorly trained shambles of a department. 4 responses from customer service agents, ALL IGNORING MY DIRECT QUESTIONS and just saying, "Hey, great news, your parcel is at the delivery depot, for the 14th time, FANTASTIC.
Back Market will no longer help me and do not care about their products stuck at delivery as long as they have your money.
I have escalated the matter with Citizens Advice who have helped me from an official complaint with Trading Standards UK. ALWAYS COMPLAIN OFFICIALLY so the governemnt and companies house UK have a track record of companies who operate like this disgusting company Back Market. I have also had to be in touch with my bank who will now raise a dispute with Back Market and after showing them my communication with Back Market they have assured me there is no doubt I will get my refund that i have been begging for, for 2 weeks.”
“AVOID! Ordered one phone that broke within two weeks. Stupidly thought it was a one off but after getting another one within three months it overheats to dangerous levels, the charging port is broken and the touch screen fails randomly. Their resolution now is no refund but they will try to repair it and if they cant do that replace it. However, I of course do not trust this company to quality assure anything they send to me so I am not happy for them to replace or repair it. They even said themselves its a hardware issue and is a “a serious concern” but they dont care about how I feel using their poorly sourced devices everyday and the fact it literally felt like it was going to blow up in my hand at one point. Be prepped to order a phone and for it to break within months for them to keep offering to repair or replace it till the warranty runs out. Also make sure you have a spare phone for when you need to innevitably need to send it off to them because obviously we dont need our phones for work and thats not massively inconvenient and unfeasable for most people buying budget phones. Like I said avoid.”
“Don’t buy a phone from Back Market. If you have an issue there is no way to call customer service nor is there a real time chat option. You have to email them and if deemed worthy they will send you a link to a “chat” that isn’t really a chat. Took 3 days for the chat to reply.
I bought what was advertised as an unlocked phone from Back Market only to find out later when attempting to change carriers that it was actually locked due to the previous owner having an outstanding balance with another carrier. Back Market will do nothing.”
“BUYER BEWARE! This company is horrendous. They sold me a refurbished phone. I paid extra for it to be in “excellent” condition. The screen is not responsive; I have to mash on the buttons to make it work. Customer service told me to send it back for them to “inspect” it. I need my iPhone in order to perform BOTH of my jobs and explained to the representative that I couldn’t just send them my phone without something to move my info into. They just kept repeating the same thing. I will NEVER purchase from this company again.”
“I purchased an iPad as a gift for my mother-in-law who has mobility and pain issues, to give her some form of entertainment. I also purchased insurance - which when her iPad stopped charging, I thought, 'No problem, we are covered!' Not true.
Basically: I felt like I was lied to and dismissed, and eventually my iPad taken from me when I thought it would be a simple repair. Read on for details.
The customer service issues began when I reached out before I sent it for repair, because I realised the return label had my old address on it. No response for 3 days. I reached out again and finally someone responded not to worry they will give the seller my new address.
I wiped the iPad and removed it from my mother-in-law's iCloud as requested and shipped it for repair. I was notified when the seller received it.
4 business days go by and I reach out for the status. I also include my new address once more because I don't want it to be an issue. They thank me for the address and say they will relay it to the seller but do not give me a status update.
5th business day I ask again on the status. The response: "...The seller have already repaired your item and have already shipped it back to you yesterday, 09/09/2024..."
I was given a tracking number that I checked right away and it said 'We're expecting it' The next several days it still said that. I reach out again and the response was to give me the tracking number and rest assured they are looking it into. They say they will open an investigation if the shipping company lost it. I ask the next day which is a Friday and they ask me to give them 1 business day. I am frustrated at this point and feel scammed. On Monday they said they are refunding me because the seller was not able to ship my iPad back to me in a reasonable amount of time. I wish now I would have taken it into a local repair shop.
If the customer service reps just replied clearly without flowery inauthentic 'I am here to assist you' phrases, I might have been able to understand. But the whole thing left me feeling like I had just deal with crooks and they smiled to me as they lied.”
“Great - I have started review on BM and will report to the BBB. Do NOT purchase an item from this company. They do not stand by their product and will Gaslight you. I purchased a refurbished Iphone. Within two weeks the phone's screen cracked at pressure points while inside my pocket. I did not drop and I had a case on it. I should have suspected something when the phone alerted me that the device did not have Apple-approved parts. I returned the device. The support team, asserted that they were not the seller of the product. That was someone else. Nowhere did I see when purchasing the phone that Back Market was not the seller. When I pointed this out to BM I received this quote:
"Thank you so much for your support and cooperation! I completely understand your concerns, and I truly apologize for any inconvenience this situation may have caused. I genuinely want to assist you, and I've done everything I can to help. "
After further communication, the same Gaslighting occurred. Until BM told me that they would not refund me for selling a defective device. I have had iphone's for years, and not once has the screen cracked in this manner.
Do yourself a favor, purchase from Amazon or Walmart. They stand by products that they sell. BM does not.”
“I brought a Motorola Razr 40 256GB on 3rd May 2024 and a large black mark suddenly appeared right across where the screen flips open a couple of weeks ago. A few days later the top part of the screen all went black and within another couple of days the whole screen had gone. Returned it for repair under warranty and they're accusing me of damaging the screen and said it won't come under the warranty!!! I HAVE NOT DAMAGED THE SCREEN!!!!!! THEY ARE TELLING LIES!!!! Logged a call with Trading Standards and told Back Market I want it repaired or a refund. Waiting for them to reply. PLEASE RAISE A COMPLAINT WITH TRADING STANDARDS SO WE CAN SHUT THIS COMPANY DOWN.”
“They sold me a defective phone and informed me in writing on 8/12/24 that they issued a refund. As of 9/9/24 I still haven't received the refund and they keep sending me a link to an article about refunds instead of actually issuing the refund. I don't believe they ever refunded me because they are not doing anything to discover why I didn't receive it.”
“An awful experience trying to get credited with the payment they offered and I’d accepted.
It’s as if there is no joined up communication in messages I’ve received from them and no personal acknowledgement of what’s gone wrong. Each message from them is a cut & paste response with poor jokes thrown in by them for free.
I will be referring the whole matter to The Observer Consumer Pages but still rather doubt I’ll ever see the £225, or my IPad returned.
A thoroughly bad experience all round.”
“The phone I received was great, the trade in side of the deal is where it went bad. I accepted the adjusted price, they said it wasn’t in as good of condition as I stated, anyway because I accepted the offer I can’t now refuse it and ask them to return the old phone. Only way for you to get your money for the trade in is to give them your banking routing number and account number and the last 4 or your SS number or a copy of your drivers license. I never give out that type of info to companies over the phone. Lesson learned, DO NOT TRADE IN YOUR OLD PHONE TO BACK MARKET UNLESS YOU ARE WILLING TO GIVE THEM YOUR BANKING INFO!!!”
“Backmarket customer Care lied to me and in my case they are fraudulent. I purchased a Google pixel 7 pro in excellent condition. I returned the device within 30 days warranty because of internal issues. I packaged it really well in triple bubble wrap and jiffy bag.
Backmarket customer care claimed the device had a big dent in it, even showed photos. Definitely not my phone or they deliberately damaged it themselves. They also said it was our of warranty which it definitely wasn't.
I made a mistake of not photographing my device before I sent it off so there's nothing I can do. I've been scammed out of £323 pounds.
Just trying to warn others to be very careful dealing with this company.”
“DO NOT BUY FROM BACKMARKET OR SPRY. DO YOURSELF A FAVOR AND JUST GO BUY A REFURB PHONE ON AMAZON..
I ordered a reburbished iPhone 12 64 GB unlocked phone from BackMarket in June. The phone I received was DOA, even after charging for days and plugging it in to my computer. Took it to the AT&T store where they confirmed after a hard reset that the phone was broken. The screen would flash and then turn off.
Got a return authorization from BackMarket and sent the phone back to Spry (the seller). They said the iphone is not the one they sent. The IMEI on the receipt was different from the phone that was returned. We went back and forth for two months about this before they finally said "Too bad, maybe you can fix the phone and then resell it to us."
This may be the worst online buying experience I have ever had. I am out $282 and have a broken phone in return. The ONLY reasonable explanation is that Spry made a mistake and sent me a different IMEI than the one they recorded on the receipt. I returned the phone they sent me and now I'm out $282. Unbelievably bad experience.”
“Great place for Refurb phones
Really happy with my purchase of phone. Delivery was quick too and phone arrived with 12 months warranty.Say thanks! Here is £10.00 to spend on Back Market with this code: a655a1bc296283f8 Choose from thousands of professionally refurbished electronics and appliances at up to 70% off!”
“Ordered an unlocked S20FE in good condition, received a Locked Verizon S20FE in poor condition. No customer service, all automated online return with no option to replace or reship.”
“Bought an iPad that arrived with a crack on the top part of the screen. I’ve tried to get this resolved but to no avail. I have bought many products of them but this has left me that I will not use them again.”
“Item showed up cracked when I was promised a flawless screen. Support is terrible and slow. I'm still waiting for a refund and fear I will have to take legal action. Not worth the headache this is a scam company and you should use Ebay who has WAY better support and buyer protection”
“Expect every problem you can fathem from glitches purchasing from getting a broken device slow response getting it repaired that's if you do they offered to send mine back broken saying they couldn't replicate the fault I sent them with video evidence ,to top it off when delivery man came he said he couldn't give it to me cause was down as swap not a delivery ,phoned couriers who said he'd return got a message at 2 saying he couldn't get in its now coming following day ,all of the above happened in 1 order! ,proceed with caution if you can, go elsewhere”
