“Bought an iPhone 13 from Back Market on May 21st for £350, listed as “like new.” It arrived with visible impact marks. Not even close to like new. I almost returned it straight away, but figured the damage would be covered by a case — and returning it seemed like a hassle.
Big mistake.
The phone ran extremely hot during normal use. I suspected a third-party battery, and I should know — I worked at Apple for nearly 10 years. I’ve opened thousands of iPhones. I’ve seen firsthand what poor third-party repairs look like, and this had all the hallmarks. I ignored my gut and paid the price.
Four weeks later, the charging port completely failed. Tried multiple cables, cleaned the port, checked for lint — The hardware was clearly faulty.
Now I’ve had to open a return and will be without a phone for 5+ days. Totally unacceptable for a device barely over a month old.
I should have trusted my instincts and avoided the refurbished route. Back Market clearly doesn’t vet its devices properly. Never again.”
“Run away from this company. Run around getting my refund. Phone was missing, I cancelled order. The week after I cancelled they shipped the phone anyway. Delaying my refund.”
“I ordered a refurbished Dell laptop from Back Market, because I had good experience with them in the past. In my order also included a 2-year warranty extension.
I received a Dell model different from what I had selected. I contacted Back Market to let them know and asked to issue a new proof of purchase with the actual model and number because otherwise I would not be able to use the warranty extension.
I had several chats with somebody (or a robot, who knows?) explaining this problem and the answer was that they were waiting for their provider of that particular item to produce the proof of purchase.
Now let me think, who did I buy the item from, was it Back Market or was it not? Plus BM does not have a phone number to talk to a live person. Several weeks have passed. Now I am having a problem with the laptop, and I need help from Back Market but I do not get any answers except that they are still waiting for their vendor or refurbisher to supply a new proof of purchase. My question to Back Market is this: You offered and I did buy a laptop from you, not from an X supplier, so you BM is responsible to assist me with my purchase.”
“I used Back Market to trade in my MacBook Pro and received an initial offer of £60. I was completely transparent in the assessment and clearly stated that the screen was cracked. After sending in my device, I was suddenly given a counteroffer of £30 with the reason being that the screen was cracked. This is the exact issue I already disclosed when getting the original quote. Using the same pre-declared issue to cut the offer in half feels incredibly shady and deceptive. It’s a classic bait-and-switch tactic where they lure you in with one value, then lowball you once they have your device hoping you’ll just accept it to avoid the hassle.”
“I ordered Galaxy S24 more than 10 days ago. I haven't received it as yet.
It ment to be a present for my sons birthday 3 days ago ,still not heard anything”
“Caller ID doesn't work after 2 months, said scuff on phone means it is damaged. As they have no office in UK and the arbitrator is for EU countries only, couldn't take the t court or use an arbitrator. Had to call bank and report as a scam before they would relook at it 4months later. Sent in more photos with screen protector removed before they woud refund money.”
“I bought the phone from them and it seems fine.
I only use this site because it does offer trade-in. The offer me for my phone £85.
But they are like webuyanycar they offer
you price online, but when you physically go there, they will find a million things wrong with your car, just not to pay the right price. This happened to me they
find one pixel burned down in the screen, which is not visible by eye and small hair crack at the back, and the second offer was £17.
So , if you want to trade in your phone, I wouldn't recommend this site.”
“I ordered an unlocked Samsung S21, and they sent me a phone that was carrier locked to AT&T. They claimed that it was impossible to unlock the phone, and tried to blame the previous owner for trading in a phone that was still on contract. They are liars, most retailers have relationships with the carriers so they can obtain unlock codes. Backmarket has decided they just don't need to do that, and they just send return shipping labels when a locked phone is "accidentally" shipped. In fact, this is a business decision, they are betting most customers will simply switch carriers to keep the phone. Underhanded, dishonest, and intentionally embracing a business model that increases the amount of return shipments, undermining their claim of being a business that focuses on environmental sustainability. Don't order from them, I never will again.”
“sent my ps4 pro and two controllers to them and they sent back a counteroffer. if they knew anything about tech they would know for a FACT that all of my things combined weren’t only worth 40 dollars!! their either completely ignorant or some of the greediest people i know. this is ridiculous and i’m so disgusted. online it showed my ps4 pro and my two controllers to be worth 120 and i was expecting it to go down but all the way down to $40 is just idiocy.”
“Don't ever have a problem with backmarket
Don't ever have a problem with your iphone ... The warranty is basically meaningless — one small cosmetic mark and they void it instantly, like snapping their fingers. My phone was returned with a £20 "discount" as a consolation.
Absolutely unacceptable.”
“Very disappointing purchase of the Google Pixel 7 on Backmarket. The device, unfortunately, showed numerous defects from the first use. The battery overheated abnormally, reaching such high temperatures that it was nearly impossible to hold the phone without risking burns. Despite being marketed as a refurbished phone in good condition, the experience was far from satisfactory.
I’m not at all confident in the way they inspect their phones. The customer service representative I spoke to only responded once a day, and it was extremely frustrating. I was left without a phone for too long, and they offered me a ridiculous 5% discount. I’m not sure what to call these people, but it seems like no one inspects the phones, and they send them out in such poor condition. Never again. One star.”
“Bought a refurbished iPhone 12 in February and the screen was glitching by April. I paid extra for the insurance but there was no need as I hadn’t damaged it. I sent it back using their courier with a promise that it will be repaired and returned in 3 business days. 2 weeks later and I hadn’t received it. Royal Mail said it was lost. Backmarket said they would refund me so I bought an alternative as I was working off an iPhone 5 that barely worked for 2 weeks. The next day, they sent me a phone without telling me. I told them not to ship and to provide a refund as requested. They refused. I now have 2 phones and I am starting a legal case. Citizen's Advice have confirmed it is a breach of contract and reported the incident to trading standards.”
“I made a mistake by not doing enough homework before I used their services. I should have looked into the company more. Reviews could have warned me about their issues. I was lucky that COVSECLTD listened to my complaint. Their team took my concerns seriously. They acted fast to fix the problem. I got my money back last week because of their help. This quick refund was a huge relief. It shows that COVSECLTD cares about its customers.”
“I made a mistake by not doing enough homework before I used their services. I should have looked into the company more. Reviews could have warned me about their issues. I was lucky that COVSECLTD listened to my complaint. Their team took my concerns seriously. They acted fast to fix the problem. I got my money back last week because of their help. This quick refund was a huge relief. It shows that COVSECLTD cares about its customers.”
“I have brought from Back Market twice.
Once they offered to buy back a fully functioning and preseen phone adn then offered a couple of pounds not what they had offered. I asked them for it back and sold it at market value elsewhere.
The second time they sold me a "new" phone which was defective them messed me around with the return process.
Stay away...they promise the earth and deliver poor products and poor customer service”
