“I paid a LOT of money for a Samsung Galaxy 21. Did not work from day 1. They refuse to do anything about it. I have called and emailed and emailed and called and they told me I never ordered anything from them and blocked me out of my customer account. I do not know where they got this phone but it was fried when they got it and they put it in a box and sold it to me for a premium and sent it to me after they got my money. The phone looked all but new , it just did not work and they have refused to even discuss it with me. Then after almost a year of emailing and calling suddenly 2 days after the warranty was up I was allowed in to my account so I could verify my purchase and ask for warranty. I mean the battery was bad , it only worked on speakerphone , it got hot , it locked up , the flashlight would just turn on when it wanted to and the list goes on and on. They got it out of samsung`s garbage and sold it to me and refused to talk to me on any platform. I guess that is how you make money.”
“I bought my gmom a mini ipad from this website. I can not download anything because the ipad will not update properly. I’m not happy with that it won’t update. I will not be using this website ever again”
“Stay away if you are a seller. They will let customers scam you and steal your hard earned money. Go with other marketplaces like Reebelo, Swappa, or Amazon Renewed.”
“Only had the phone for a month and the charging port has completely gone on it. It’s under warranty but after reading the horror stories on these reviews about sending the phone and it being ‘lost’ it looks like I’m going to be forking out £75 for a new port. Avoid this company at all costs!”
“Really wish I could give this place 0 starts brought a iPhone 12 Pro the phone would be charged it would die that 60% then 70% now 80% this place back market is no help I’ve spoken to the help service and they have removed my warranty even though I brought the phone under a year ago (4 months) this place is completely trash and should have a lawsuit against them total scam”
“I have purchased from back market in the past. I had a great experience. However, this most recent purchase was not the same. I ordered an Iphone 12 pro max. The condition was great. However, the back camera didn't work. It had a hard time focusing and when it would the picture would come out blurry. I went ahead and sent it back for a refund. They claimed the box arrived empty.
I sent it back on 1/29. Tracking on UPS shows where it is until 2/2. After that there is nothing until 2/13. Of course they want all of this information. After working with them and getting them the documentation, all of a sudden they need a police report. But yet refused to give me a refund. I will never buy anything from this company again. I also encourage others to go elsewhere. You will not get a refund and if you do you will have to jump through hoops to "hope" you get your refund. Not only will they most likely get a refund from the claim they opened with UPS but I wouldn't be surprised if they have the phone as well and are just saying it was "stolen". Where is the proof from them that it actually ended up being empty?
To this date I still have not received a refund.”
“This was my first time and last time using this company. From what I understand BackMarket acts as the middle man between the customer and seller, which creates a whole series of issues when a problem arises.
I had ordered a Samsung galaxy
smartphone and was in dire need of a replacement. The day the phone was due to arrive, I received no parcel. I called the courier directly and they stated that they never received any package from the seller and that I should take up any issue I have with the seller directly. BackMarket does not have a direct number or email that they advertise on their website openly. Rather, any ssues are meant to be raised via their online portal, which is absolutely useless.
At this point I had not yet received any communication from BackMarket as to the whereabouts of my parcel or neither any emails with updates.
When a customer service rep finally responded they informed me that I had to send a copy of my ID and fill out a form to assist with their internal investigation. At this point no apology had been offered, no explanation was provided as to why my ID was needed and nor was there any timeframe given as to when I would receive a refund.
Might I add, I still had not received the phone.
I obliged and sent all the documents as requested, and I was informed that it would take 1 business day to process the form and issue a refund. Well lo and behold even after 1 business day later there was radio silence.
I messaged them again, only to be given an excuse that I was also required to send a photo of the back of my ID. This had not been requested initially, and was frankly not required to conduct an investigation. Frankly, they were making excuses to delay processing my refund.
BackMarket was exceptionally slow in processing a straightforward refund which was an error on their end. Regardless of the outcome of their internal investigation, I was being penalised for their error.
It took multiple messages and essentially I had to spend nearly 2 weeks of my personal time to get my refund processed.
I never received the phone and cannot speak for the quality of their phones, however, the quality of their service is extremely poor and unprofessional.
If you have any issue with your device, you will not be able to resolve your issue quickly or directly. I promise you it is easier to reach HMRC then it is to reach BackMarket.
The problem I experienced appears to be universal especially when it comes to shipping issues. At no point did BackMarket reach out to me to resolve their issue.
I did manage to find their number hidden within their website. I am unsure if it will be of any use to anyone but it is 0203 322 5575.
Incredibly unprofessional and waste of time.”
“I bought a secondhand MacBook, which was faulty as the previous owner (a company) had not removed their remote client management software from the device: it meant after being logged on 1-2 mins, I kept getting prompted to download some of the company's apps/software, which I could not decline.
I contacted Backmarket and asked if they could ask the seller if they could remove the software remotely, and they came back to me some time later to day that the seller had confirmed that the did not have the software on any of their other devices in stock, i.e. they'd not answered my query as I'd already advised I wanted a refund, not an exchange.
The software impacted my ability to delete iCloud either through my iPhone or on the device: I contacted Backmarket's expert who directed me Apple, who walked me through a Mac Recovery which sorted it.
The people I contacted at Backmarket were nice, however it was a hassle getting the device sorted and returned, and it's clear there MacBook was not properly tested before being issued. Needless to say, a concern that the company's data - and potentially private users' data when items are sold on - might not be fully wiped by sellers.
I'm very much for recycling old kit, but this experience has put me off using Backmarket, and wished I'd seen the reviews on here before purchasing.”
“Wish I could leave a 0 star review.
Ordered an iPad choose the most expensive with the best grade, the thing turned up looking like a banana. Absolutely joke, no contact number no help just send it back and wait 7 days to have a replacement.”
“My phone is charged to 100% when i go to bed and dead in mornings despite no calls or use,i need a phone at all times ( health) useless customer service avoid like the plague”
“AVOID BACK MARKET!
I wanted to love this company. But my experience has been fraudulent. They sent me an Iphone 14pro that looked perfect on arrival. Less than 3 weeks after receiving it in the mail, green lines appeared on the side of the screen, as well as the screen popped out of the case. I did not drop it anymore than I have ever dropped another phone I owned, plus I had a really good case on it-- and the durability of the 14pro is supposed to be high quality.
I sent the phone back and they said it was my fault and they sent the BROKEN PHONE back to me. Never have I had this happen with an iphone in the 13+ years I've had iphones. Not only did they send it back but they refused to speak with me about my unhappy experience by responding to every email with dismissive comments.
I wanted to love Back Market but they've been a disappointing company. You're better off buying new or going somewhere else. Hope this review supports this not to happen to more people (as the more reviews I look at, I see this is rather common for Back Market).
Wishing you a easeful day ahead.”
“AVOID!!!! - Dishonest criminals - The company BM are quick at selling as they are a marketplace. They sell for other companies such as Loop. The sales process is OK but heaven forbid you need assistance!! I bought an I phone, I took it to Thailand on hols and within a few weeks it stopped working, it would not reboot. This is where the service of both BM & Loop falls well below expected standards. I contacted Loop to advise them and to request a refund, they sent me to BM as I bought it through their market place. I had an email BM customer service so, I sent them messages to ask for an address to return it to as I was overseas. No one would provide any answers or address. I was simply referred to the BM site again and again. No one was listening! Their site goes around and around so, I had no choice but to request a returns slip, even though it was of no use, as it was domestic only and I was in Thailand with the phone. So, as I needed to return it, I sent it to the address on the returns slip, which was back to Loop!!!
I had been asking them for an address and was told it had to be via BM (but they said they would look out for it). OK I thought, so I sent it on its way. I used DHL recorded delivery, to be signed for. I have proof that it was delivered. But guess what?? As the returns slips BM issued was not used (as it was domestic only). They can no longer provide assistance with the matter!! And Loop, who have received the phone as they signed for it claim they have not received it!! This is dishonest!!! I now have no phone and apparently no chance of a refund. They are criminals. I have no choice but to pursue this with Trading Standards. BM is a market place where dishonest phone repair companies sell their poor quality phones then hide behind their poor customer service at BM. All a bit of a scam!! Avoid Avoid Avoid”
“Purchased two phones. First was great, second had functional issues from the start. Sent back and got a technical report saying it passed all aspects of function and performance. Stuck with a faulty phone and no response. Will not buy from here again.”
“Terrible Service! This company stole my money. I paid for an iPhone 12 Pro and I received an iPhone 12. It was their error, yet I need to waste time and money to return it. I offer them to refund the difference but it is not part of their "policies". I will never purchase anything from them again!!!!”
“Really bad experience with the seller on Back Market. Purchased what I thought was a 4k res ThinkPad as ADVERTISED. Received a 1920 res. Back Market was very communicative but the seller was less than professional. Offered $30 back to keep, or return laptop with no fix. Laptop seems fine; just not close to what was advertised or received. Seems like the customer got the short end and neither the seller nor Back Market really tried to make things right when given the chance. It should have been very simple to make things right. Disappointed.”
“My recent encounter with Backmarket, the purportedly convenient secondhand phone trade-in company, has left me utterly disillusioned and infuriated. Let me be blunt: engaging with Backmarket has been nothing short of a nightmare, marred by abysmal customer service, deceitful practices, and a complete disregard for customer satisfaction.
Attempting to contact them is akin to navigating a labyrinth with blindfolds on. Their app seems intentionally designed to deflect any attempts at reaching out for assistance, making it a Herculean task to locate their elusive "Contact Us" section. It's a pathetic excuse for customer support, leaving users stranded in a sea of frustration and helplessness.
But the woes don't end there. Oh no, they extend far beyond the realm of unresponsive support. Here's the kicker: after sending in your device, they have the audacity to reevaluate its worth, conveniently slashing the initial offer to a fraction of what was promised. They do this strategically, knowing full well that most individuals won't bother with the hassle of shipping it back, opting to begrudgingly accept the insultingly low counteroffer. It's a calculated scheme, preying on the naivety and desperation of unsuspecting customers like myself.
I, regrettably, fell victim to their deceitful tactics. Over eight agonizing days have passed, and I'm still left empty-handed, with no sign of the promised compensation in sight.
In conclusion, I implore you: to steer clear of Backmarket at all costs. Spare yourself the anguish and disillusionment that accompany their deceptive practices. Don't fall victim to their elaborate ruse. Trust me, you'll thank yourself in the long run.
Instead, I had a wonderful experience with their competitor last year buying my iPhone 14+ with rebuy.de and will certainly be using them for our corporate accounts moving forward.”
“I paid $300 for a GoPro that costs $400 new.
After less than 10h of utilization it started leaking water. I did not realize it at first so I blamed it on the battery, which I replaced.
When I confirmed the problem was actually a leak, I had owned the GoPro for a bit more than 1 year (I just use it to snorkle a couple hours during my vacations) and Back Market said the best they could do was to give me 5% on my next purchase.
I will never purchase from them again.
If you purchase from Back Market, assume what you buy will stop working shortly after the warranty expires and ask yourself if 1 year of usage justifies the ~25% drop in price compared to a new one. To me it clearly does not.”
“Don't bother with these idiots! Phone was broken and I sent it back and they said I had broken it. Took photos of it before I posted it as requested but still no phone and £222 down.”
“They sold me a phone with unofficial software leaning it to be unusable. No reply from customer support its been over 3 months now still no resolution. Dont expect a to receive a good phone from this site. The warranty is a joke and don't work.”
