“Never ever buy from BackMarket.
You don’t get what you pay for and if you send back the device for repair within your guarantee period then only God can help you.
My rating from my personal experience with BackMarket is simply- ZERO.
The added screen shot was a reply after a month and a half since it was sent for a repair of the faulty device they sent me.”
“Back Market use to be the go to place to get electronics for my family. If there was an issue, they were a phone call away and issues resolved. They have converted to online customer service only and that's a nightmare. You have to wait a day or two for a response and a lot of agents to understand things as they would if you were talking. After this current issue that has been going on a month, I will be going back to eBay. They also have a one year warranty on their refurbished items. I had to go to the BBB about this issue and still they are slow moving. Back Market has definitely gone down in service these past few years”
“Delivered to the wrong address because they put the wrong address on the parcel. Didn’t match the address on the delivery slip. Only found it by chance by looking at the photo Royal Mail had taken of the door threshold. Very lucky to find it. Impossible to contact Back Market about it. They are basically not interested when things go wrong. Avoid them to have a stress free life.”
“I purchased a laptop a month ago, and barely used it. The screen stopped working. Clearly, they don't ensure a quality standard. Horrible customer service, not helpful, only parroting the same answer again and again. Not qualified. Pay a little more, get a decent device from a decent place.”
“i purchased a samsung s23 ultra, graded as fair condition 12 months ago, i was surprised when i got the phone, although graded as fair it was in very good condition with only a few tiny marks on the edges, which would be covered by the case, i was very happy.
Fast forward nearly 12 months, and i have a problem with the microphone, as its within warranty they arrange shipping to the seller, i return the handset on 7/08/24. I then hear nothing for a while, so i chase it up, speaking to various advisers along the way trying to get details from the company buyur.
It gets to the point where the adviser tells me if they dont provide tracking details within 1 business day i will get the option of a full refund, that day passes and still nothing, i chase it up again expecting a refund, only to be told its been delivered, i check the tracking and it says it was delivered on sat 17, however sat was actually the 16th, i checked my cameras on both days at the time it stated, and we had no post on both of those days.
i contact backmarket telling them that its not been delivered, then on friday 22nd i get a message from royalmail about a parcel from a company i dont know, UR.co.uk, when googled turns out they are a phone seller, and i think its the original seller of my phone, probably changed their name as they have terrible feedback.
Anyway, my phone had a faulty microphone, its come back with a scratched screen as well as a damaged lcd screen, and backmarket said this is ok as i bought a phone described as fair condition, they dont seem to understand that the screen and lcd display were both fine and i had a microphone issue.
They will not sort this out, so it looks like i may have to take the legal route, personally i wont be buying from them again.”
“They had me at “we don’t charge unless there’s a viable path to recovery.” That kind of honesty is rare. The initial consultation explained how traceability and exchange cooperation are the two biggest hurdles.
Their team dove into my case documents and quickly identified that my stolen BTC had been routed to Kraken. What surprised me was how fast they acted:
• Sent a legal disclosure request to the exchange’s fraud team.
• Worked with a private investigator in Germany who specializes in crypto theft.
• Helped me submit a sworn statement to local law enforcement.
Seventeen days later, $89,000 was sitting in my cold wallet. I still can’t believe it. Forever thankful to Napua Francesca and her recovery crew.”
“They had me at “we don’t charge unless there’s a viable path to recovery.” That kind of honesty is rare. The initial consultation explained how traceability and exchange cooperation are the two biggest hurdles.
Their team dove into my case documents and quickly identified that my stolen BTC had been routed to Kraken. What surprised me was how fast they acted:
• Sent a legal disclosure request to the exchange’s fraud team.
• Worked with a private investigator in Germany who specializes in crypto theft.
• Helped me submit a sworn statement to local law enforcement.
Seventeen days later, $89,000 was sitting in my cold wallet. I still can’t believe it. Forever thankful to Napua Francesca and her recovery crew.”
“They had me at “we don’t charge unless there’s a viable path to recovery.” That kind of honesty is rare. The initial consultation explained how traceability and exchange cooperation are the two biggest hurdles.
Their team dove into my case documents and quickly identified that my stolen BTC had been routed to Kraken. What surprised me was how fast they acted:
• Sent a legal disclosure request to the exchange’s fraud team.
• Worked with a private investigator in Germany who specializes in crypto theft.
• Helped me submit a sworn statement to local law enforcement.
Seventeen days later, $89,000 was sitting in my cold wallet. I still can’t believe it. Forever thankful to Napua Francesca and her recovery crew.”
“"fair" condition phone is not fair, screen scratched/cracked
Bought a phone in "fair" condition and it had a deep scratch/crack in the screen. I immediately reported it, but the company did not display the return address and delayed sending me a return label, and dragged out the process and argued with me with AI-generated nonsense messages. I had to leave the country on business, and they withheld the shipping label until then, and later gave me a label which cannot be used outside the US. Backmarket used to be great, but has taken a big turn for the worse, selling substandard products, with terrible customer service. AVOID”
“BackMarket advertised an iPhone 15 Pro Max at 2 prices - one with existing battery and one with new. I ordered the new battery, paying an extra £70. I received a phone with a 2 year old battery that had been through 149 charging cycles. They said I could return the phone but at that point I had already traded in my old phone. I need a phone for my business and cannot afford to be without it for a week. BackMarket have refused to refund me the £70. In reality all their 'customer champions' do is pass messages back and forth between the companies that contribute to their website. Theirs is a boiler room churn and burn operation......Avoid.”
“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”
