“I ordered a phone in the grade Good which should have had ‘minor scratches’. It arrived with a deep noticeable scratch across the camera and the screen was popping out on one corner. I told them immediately and it’s not been one week of very little communication from them despite me contacting almost every day. I still haven’t had the return label and I’m stuck without a working phone. Terrible customer service I wouldn’t recommend.”
“I would give 0 stars if I could. There were no issues with order and delivery but a short while after receiving the iPad the battery was almost useless (would last an hour at most, you could see the battery going down by 1% every few seconds). I returned it to be fixed and on 8th January was told the iPad had been received and the seller had 3 business days to fix it and if they can't fix it in that time I would get a replacement or refund. After 3 business days I enquired for an update and was told the seller actually couldn't get into the iPad as it was locked (which I had told them in the form when I sent it back as it would no longer charge). I asked why it took 3 business days to give me this information and didn't receive any useful answer. Anyway I did what was asked of me remotely and to cut a long story short the seller has now had the iPad for 10 business days (14 days in total) and they have been given ANOTHER 48 hours to fix the iPad. At this rate I have no idea if I'll even get it back at all. Avoid at all costs!”
“I encountered significant challenges with the platform, feeling stalled after weeks of ineffective support. The BRIDGERECLAIM team stepped in, actively listened, and thoroughly assessed my situation. Their prompt actions and consistent updates were instrumental in resolving the issue efficiently, ensuring a smooth experience. A model for customer-centric tech support!”
“If I could give negative stars I would. Backmarket are great if you don't have an issue with the device. If it develops a fault after a few (I mean 5) months, then you're on your own. Every response is like an AI powered thing, even though they say they value your custom etc. I had a proven issue which wasn't resolved properly so was offered a refund if I returned the item. They then told me they aren't refunding as there's nothing wrong with the machine, even though there was multiple issues. DO NOT USE - AVOID like the plague.”
“Purchased a €600 phone, the warranty was not honoured and responsibility was avoided by the seller. The return process was mishandled, with the device misaddressed, opened, and returned after a broken chain of custody. Back Market opting to not meet EU consumer protection standards.”
“Absolute shocking!!
I bought a Samsung A52a 5G as a Christmas present and the grade was excellent. Sadly it has more scratches than a DJs vinyl collection.
Definitely not excellent or even fair.
Offered me £15 compensation, absolutely joke!!
Bought loads from this company and now not guaranteed for Christmas.
Disgraceful and shocking service. Won't be using again.”
“I’d been trying to cope on my own for a long time, and it really took a toll on me. I was exhausted, stressed, and anxious every day. When I found Michael and team, I decided to reach out, and their quick, thoughtful response immediately eased some of the pressure I was feeling. They were kind, patient, and truly listened, which helped me feel more at ease about moving forward. In the end, my withdrawal went smoothly and was handled without any complications.””
“Generally terrible
Ordered a lilac Samsung galaxy s22, was informed this would arrive 4/5th of November this was perfect as this is when I would be in.
I was not however in on the 3rd when the item was initially delivered, now not completely black-markets fault but still unhelpful. I then had to go to the depot to collect my phone getting stuck in rush hour traffic for an hour and a half. So off to a terrible start.
Excitedly I then opened my package. Only to find I do not in fact have a Samsung galaxy s22 in lilac but rather black. Now I like black and the option was cheaper to have black. But as a treat for myself I thought why not get myself a cute lilac phone be different for once.
Now being in desperate need for a new phone, I had to use this one immediately (the back came off my previous phone and the battery is soon to explode)
When I set this phone up I find the battery is hot to touch and the phone is slow (slower than the s10 I am upgrading from)
Obviously I contact them and immediately the only response is return the device little choice or communication just that. I say no I need a device now, so I want a partial refund. All I am offered is £20, this to me for such a substantial purchase is not enough. I thin £20 for each issue would have been fair. so £40 in total.
So to summarize, your not guaranteed the product you ordered. or that it'll arrive when it says it will or that the device will be fully functional.
They then weeks later removed my review from their website. as the photo provided was not of the item I bought...wonder why that was...”
“After weeks of delays and unhelpful responses from the platform, I was beginning to feel stuck—until URF stepped in and changed the direction entirely.
Right from the first interaction, their process was organized and professional. The team quickly understood the complexity of the situation, communicated openly every step of the way, and delivered a solution faster than I expected. What once seemed like a closed door turned into a smooth and successful outcome.
This is the standard every digital support service should strive for.
URF isn’t just solving problems—they’re redefining what exceptional customer support looks like.
#CyberSupport #CustomerExperience #EffortlessSolutions #TechDrivenCare”
“Mis-sold Product
Ordered a phone with a new battery. The phone came with the tag saying Battery health 88%. I open the phone it says 85% health. I speak to the company. They won't refund the difference or give me a discount for. the product. I have to book a day off work to wait for a delivery to return the phone. Just to end up phoneless. They haven't offered to send a phone, while I now wait for days without a phone or even give me a £12 discount for the in-convience.
Commuication has lacked. They haven't responded when I said I am not happy with this option.
I don't have a printer to print out the return form.
I am super annoyed. Whole process been a waste of time.”
“Title: Back Market Warranty — Very Disappointing and Misleading
I bought a refurbished MacBook Air from Back Market with a one-year warranty. A few months later, colored lines appeared on the screen. I never dropped or damaged it, yet Back Market claimed it was “impact damage” and refused full warranty repair — only offering a 10% refund.
Apple later confirmed the issue was covered under Apple’s official warranty and repaired it free of charge. This clearly shows Back Market’s handling was inaccurate, unprofessional, and dismissive.
I also requested escalation to a higher-level manager but was ignored. This experience caused me hours of frustration and loss of trust.
I strongly advise consumers to be cautious — Back Market’s warranty may not protect you when you need it most. I believed in supporting refurbished products to help the environment, but this experience completely changed my view.”
“avoid at all costs
ordered a phone stopped working made me send the device to them twice and they sent it right back now i have a iphone i paid over £900 for and doesnt work and back market not helping
dodgy company avoid”
“I brought a MacBook under this website and it had screen issues after some months without any fault from myself. They are refusing my warranty and claiming it was damaged by me and nearly offering a 10% discount on my next product. DO NOT buy a refurbished device off these people as they will void your complaint and make money off your issues”
“The support team really went the extra mile to dive deep into my issue. They didn’t just rush to offer solutions but took the time to understand the full scope of what I was dealing with. Their patience and attention to detail stood out, and it was clear they were focused on finding a solution that would work in the long run, not just a quick patch. It was refreshing to see that level of care.”
“The support team really went the extra mile to dive deep into my issue. They didn’t just rush to offer solutions but took the time to understand the full scope of what I was dealing with. Their patience and attention to detail stood out, and it was clear they were focused on finding a solution that would work in the long run, not just a quick patch. It was refreshing to see that level of care.”
