Back Market
reviews and complaints

After exploring reviews from various sources, it's clear that Back Market Inc. offers a range of refurbished electronics at attractive prices. While some customers have praised the excellent condition of the products and the customer service, others have expressed concerns about the quality of certain items. It seems that the experience can vary depending on the specific product purchased. If you're considering buying from Back Market, it might be worth doing thorough research on the specific item you're interested in to ensure a positive experience.

I am amazed at the quality of my "new" refurbished Note 9! I admit I'm a bit tech-challenged & must rely on family, friends and acquaintances to guide me through the techno "maze". After my own Note 9 completely crashed, I woke up. Gone. Everything just gone! I began spiraling as though I were a modern day "Alice in "Horror"land" trying to navigate the "rabbit hole" of diverse technology... I just wanted my phone back. Just like it was. But alas, it was not to be. After what seemingly was turning into a major catastrophe. My "Cheshire" cat appeared in the form of a local whom I now fondly refer to as "My Tech Guru". He guided me straight to BackMarket to find a suitable replacement. I was a bit apprehensive at first but then impressed by the fact that this is a win, win! I love the idea of re-purposing & refurbishing, the price is reasonable & affordable. & you stand behind your work! Ah! A company with integrity! I received my "new" (you would never know refurbished) Note 9 from you guys a few weeks ago (like unbelievably quick!) and I am happy to announce that all is well. I completely avoided the "Mad Tea Party" and came out of the "Rabbit Hole" practically unscathed! I am telling all of my friends & family to be sure & check you guys out before buying another phone! Thank you for a great product and creating an awesome company! I highly recommend!

I absolutely love Back Market, I've purchased 3 phones and a computer screen from them and am looking for a phone for my ex Mother in Law as her cheap prepaid one went out. Every phone I've ordered has worked perfectly out of the box and continues to do so a year or more later, they all look fantastic with no noticeable wear/tear though I did make sure to order the better quality ones so I did pay more than one with maybe some showing but honestly the prices were very reasonable considering I'm a single Mom this helps tremendously. I also ordered a phone by mistake with the wrong carrier and their return/refund policy was incredible so I could switch it out and get the right one without losing money. I haven't used their extended warranty but having two pre-teen boys so I went ahead and purchased because I know how teenagers can be with their gadgets and in case of any accidents I really like what I read on how it works and feel secure of replacing my Boys phones when and as needed without paying too much at all. For the computer screen I received it is beautiful and works fantastic, I have recommended Back Market to several people and will continue to do so, they have never disappointed with their products, prices, or customer service and I will keep going back to them myself for phone up grades, and other refurbished electronic products as needed/wanted in the future.

I had been searching on Verizon's website for a deal on a cell phone. Its truly pathetic. Best was $1000 option, $50+ a month to your bill, or choose a basically horrible phone.

In comes Back Market. I found your website by pure searching. I had never heard of it before. I was shocked at the affordable prices for used phone. I wasn't looking for a brand new phone or a top model. I was looking for a Galaxy S9 or S10 to replace my S7. Here it was. At a price of $220!

I did my research on your company. I vary wary of scams. Your prices, not going to lie, seemed to good to be true. Well, this is a true as it gets! This company should be as big as Ebay, Amazon, etc. I didn't have to deal much with customer service, because I didn't have to. The email alerts were extremely helpful. The invoice and tracking was awesome. The shipping at first seemed very long, but your systems updated in real time and I received the phone 1 week SOONER than originally quoted.

This won't be my last order. I couldn't be happier with the service you provide. I couldn't be happier with phone I recieved. This was just shy of brand new. And just shy was it didn't come in the OEM boxing. I think I can handle that. I've had zero issues with this phone. It was as shiny, sleek, and reset as a brand new phone.

I 100% recommend this company. And for me, it will not be my last visit! Thank you for exisiting!

My mom of all people clued me in the Back Market from talk within her neighborhood Facebook group. My husband and I looked into it because I was at a crossroads with my Samsung Galaxy 8 with an increasingly cracked screen that was now impacting the actual use of the phone. I, of course, would get maybe $30 for a trade-in and a screen replacement was $250+. I couldn't justify spending $1000+ on a new phone. It was just too painful to think about. I looked into Back Market and it seemed simple enough - find the refurbished model I wanted that was maybe a year or two old. I selected the Galaxy Flip 5G in excellent condition with overnight shipping and added on the extended warranty. I received messages at each step of the way including when my phone was delivered (as if my three dogs would let that pass without notice, LOL). My phone was well packaged and included a new USB cable. The only marks on it were on the hinge, no scratches to the body or screen. It was unlocked and we were able to get it activated onto our Verizon plan that night. It has been operating soundly like a brand new phone! My only issues are user-induced since I haven't had a new phone in a while so programming the notifications and such take a little getting used to - and that is 100% on me, the user. It's been a good experience so far so my husband and my mother are considering Back Market for their next phones!

This was the very first time I ever ordered anything refurbished... I have always been a firm believer that it would never be as good as purchasing brand new, mainly with technology. However, I was in a bind where I needed a new laptop for work quickly, but didn't want to spend a crazy amount of money brand new. Back Market was recommended to me and I decided to give it a chance because he said he has always had very good experiences. I found a laptop that had exactly what I was looking for, and one of the newer models, for half the price of brand new. I chose the "Very Good" condition setting, but when I received the laptop it looked brand new, and functions perfectly. There was even an issue with the shipping (which was not Back Market's fault). I requested 1 Business Day shipping for the laptop I chose to order, and the seller had the laptop to UPS within a couple hours to be shipped. The issue was actually on UPS' end, which delayed the shipping and so I reached out to my seller at Back Market. They responded in a timely manner, gave me constant updates, and even issued me a refund on the shipping (even though it wasn't their fault). Their refurbished quality, options and especially their customer service has won me over to the refurbished side and I definitely recommend them. My next purchase will hopefully be a new smartphone, when ready. Thank you, Back Market and iPower Resale Group for the great experience!

Lost my phone recently, needed a replacement for a bit. I decided on buying a refurbished one as a temporary phone, and saw BackMarket as my first google search. Clicked through it, not knowing what to expect, and found some amazing deals on a phone I really liked (Oneplus 7 Pro). I was a bit skeptical in the beginning, since buying used could always be a bit sketchy, but I saw a bunch of positive reviews, and a free return policy and full refunds if we didn't like the product. Decided to buy it, and I was impressed with the product.

I got regular emails from BackMarket informing me about the shipping process. Whether it shipped out, how long to wait, almost there, your product has been delivered. Phone came exactly when they said it would, in a nice enough box. Included were the phone, the charging cable and the wall adapter. I was very impressed by the phone quality, overall being in nearly perfect shape, with only some superficial tiny scratches on the screen that can barely be seen unless you hold the phone in a certain angle against a light source. Generally, the product was in good quality, factory reset, and 256 gb as specified by the site. Battery life is great. Your mileage may vary of course, given that these are all refurbished products so each one may be slightly different, but I trust that BackMarket does the proper quality assurance checks to make sure we are satisfied with our product and not being left disappointed. For reference, my phone was under the "fair" category, since the "good" and "excellent" categories were sold out. I think my quality was much more than fair. I recommend

Ok. Let's talk about The Black Market. First of all, when I was searching Google looking for a refurbished iPad Pro, I kept seeing the Black Market website pop up. I never clicked on it because I didn't like the name (Black Market). It sounded scary to me so I never bothered to click. It made me think of the term "Dark Web" for some reason. (Actually I wonder if the name keeps some people away?).
Remember this in business:
If one person feels this way, you can bet that thousands of people will feel the same way.
Anyway I ignored the site. Then I did not like what I found on the usual websites. So I ended up going to their page. First of all, there's a sense of humor over there that I kind of like. After a Google search, I realized that this was a legitimate site with great deals on refurbished tech products. I spent a few days just lurking around and trying to find what I needed. I have to say that maybe the layout of the website needs a bit of work regarding ease of use, and navigation. (But that's just me). It just looked "different". If you take your time, and navigate slowly, you'll find the deals. In the end, I ended up with a beautiful, brand new looking iPad Pro generation 3 for a low price, less than half the price of a new unit. I mainly need my iPad as a sheet music reader, but it's useful for many things.
As I said, I took this out of the package and it looked brand new to me. Not a scratch on the back or on the screen. The battery is fantastic! I believe I got an excellent deal from this company. They back up their products with a warranty so you don't have to worry.
Well that's about it. If I need another device I'm going back to this company. My experience has been pleasant. Customer service, product, and shipping were five stars! Now I feel like buying something I don't need just for the heck of it!
So now I know that the Black Market is a friendly place, not a scary one.
Finding contact info was a little tough but you just have to look.
Glad I found this site!
FC. New Jersey

My refurbished, first generation iPhone SE w/ 32 GB of memory from Back Market is beyond belief! It works perfectly. I scoured the internet for a better deal, but I couldn't find anything that even came close to the deal Back Market offered. Back Market promised 3-day free shipping, and they even beat that. I got my iPhone in the mail just 2 days after I submitted my online order. And free shipping included insuring the phone for its full price, also at no charge to me.

I thought I would save money by buying the refurbished iPhone in "Good" condition instead of in "Excellent" condition, which would have cost $30 more. When the cellphone arrived in the mail, I couldn't believe just how good "Good" condition would be. The display was absolutely flawless, not so much as a micro scratch on it anywhere. And I could not find a single scratch, nick, or dent anywhere on the metallic body of the phone either. I was bewildered why Back Market did not rate the condition of my phone as "Excellent". I surely would have. After pulling out a powerful magnifying glass, I finally located the most trivially imaginable scuff in the metal case on the backside of the phone. The side I would never even look at. That's the reason Back Market only rated the condition of the phone as "Good" instead of "Excellent"? Man, you guys are just awesome!

"Good" condition extends beyond just the cosmetics of the phone. The Home button and all of the mechanical buttons on the sides of my refurbished iPhone work without a glitch, too. And a software app installed on the phone shows that the rechargeable battery inside has a health rating of 96%, which is damned impressive for a 6-year-old phone. The phone charges rapidly and holds its charge for days, just as if it were a brand new phone.

And if all of that wasn't good enough, Back Market also covers the phone with a one year warranty. Also for FREE!

I couldn't be happier with my purchase if I had spent hours searching the internet to save -- what, a nickel? -- on a lower priced iPhone. If I had found a lower priced phone (and I extremely doubt it), it surely wouldn't have been in better condition.

You guys at Back Market ROCK! I'm already recommending you to every person I can flag down.

I can't help but share my absolute delight with Backmarket, a gem of a refurbished website! This is my second time purchasing from them, and once again, they've exceeded all my expectations. My first purchase was a MacBook Pro, and this time, I decided to go for an iPhone 11. Let me tell you, I'm more than satisfied with their service and their products.

First off, let's talk about their website. It's an absolute breeze to navigate, and finding the product I wanted was effortless. Backmarket's user-friendly interface made the entire shopping process a joy. I appreciate how they provide detailed descriptions and images of their refurbished products, so I knew exactly what to expect before placing my order.

Now, let's dive into the service. From start to finish, Backmarket demonstrated outstanding professionalism. Their customer support team was responsive, friendly, and eager to help with any questions or concerns. The speed at which they handled my inquiries was impressive, ensuring I felt valued as a customer.

The true stars of the show, though, are the refurbished products themselves. Both the MacBook Pro and iPhone 11 were in immaculate condition, as if they were brand new! Backmarket's attention to detail in refurbishing their electronics is commendable. The devices function flawlessly, and I couldn't be happier with the quality of my purchases.

Besides the excellent condition of the products, Backmarket's commitment to sustainability is praiseworthy. By opting for a refurbished device, I feel like I'm making a positive impact on the environment, and that adds to my overall satisfaction with the company.

Furthermore, their pricing is incredibly reasonable, offering great value for money without compromising on quality. It's a win-win situation - I get high-quality electronics at an affordable price, and the planet benefits from a reduced carbon footprint.

Last but not least, their shipping and packaging deserve a shout-out too. Both my MacBook Pro and iPhone 11 arrived promptly and were well-packaged, ensuring they were protected during transit. It's evident that Backmarket takes every step to ensure their customers receive their purchases in pristine condition.

In conclusion, I can't recommend Backmarket enough! Their website is intuitive, the service is top-notch, and their refurbished products are second to none. After two successful purchases, I can confidently say that I'll be a loyal customer for years to come. If you're considering buying a refurbished electronic device, look no further than Backmarket - they've won me over with their outstanding performance!

Ich habe einen Laptop gekauft, der nach einem Jahr kaputt ging. Ich wollte es ihnen zur Reparatur schicken, aber sie teilten mir mit, dass sie keinen eigenen Service haben. Sie verwiesen mich an einen beliebigen Mechaniker. Erst beim dritten Service wurde festgestellt, dass die Platine einen Defekt hatte und sich die Reparatur nicht lohnte. Back Market Garantie abgelehnt! KAUFEN SIE NICHTS VON DIESEM VERKÄUFER, SIE WERDEN OHNE GERÄT UND OHNE GELD STEHEN!

Bought a I 12 plus. Within 60 days the speaker would nearly work and the battery life went from 35 to zero in five minutes… dealt with black market who had me send the phone back to the company , not their company but the actual company supplying the phone two weeks later get the phone back and it seems all good! Within 30 days the speaker only works 1:2 the time and the non apple replacement battery only has a few hours of power. I again contacted black market and they said just send it back again! This is ridiculous! I have learned my lesson. Just sharing so others don’t have these or..

I developed a small green dot on the phone front screen a few weeks after receiving the phone. The green dot is growing so I decided to contact Back Market. After a few conversations back and forth they stated the phone was dropped and they would not cover the replacement. My phone was never dropped and has no physical damage to it. The screen is perfect except for the growing green dot. How can Back Market say it damaged by dropping without seeing it? I even sent them pictures showing the phone has no damage. This BS and just their way out of replacing the phone. At least they should of had me ship the phone back for inspection. DO NOT BUY FROM BACK MARKET. They do not stand behind what they sell...

This place I think was the old Omega order web Warehouse for starters they sent me a piece of junk phone iPhone 11 pro that had 79% battery health multiple scratches pockmarks not to mention just a simple charge it would overheat I had to put it in the refrigerator two times. Sending this in the case back to them was a real task at hand since nobody accepts UPS packages in my area I have find the hole in the wall variety store / pharmacy on heroin row in Philadelphia to send this junk back I was skeptical about sending it back to them from the beginning they have yet to refund my money they told me they're not going to refund the money for the case and screen protector. They charge you quality insurance fees which this damn thing wasn't inspected then not to mention they act like ridiculous hipsters who the hell wants to deal with such people? Those guys on YouTube that say that this company is so wonderful are paid off not to mention I think those back market ads should be pulled down from YouTube having animals in intercourse on these videos. I had to report these people to the better Business bureau my next step is to do a chargeback. Don't get pulled in by the hype over this junk shop keep your old cell phones don't trade them into thieves like this to resell them at a higher price. Not to mention with prices like these it would make more sense to buy new items then save $50 or $60 buying used items

Hey guys, so I’ve been a long time customer of Back Market. I first used them 7 years ago to buy my iPhone 8+ and it was a great experience. Since then, I’ve used them for a laptop purchase and that was amazing. However, things took a nosedive with my latest order. I bought a Samsung galaxy note 20 on 12/29/22 and the delivery was crazy late, but at least I got $20 back for the shipping cost. However, the phone I received had way too many scratches to be considered “good condition” and was more like “fair”. It’s now 1/6/23 and I still haven’t gotten an invoice with a 1-year warranty adjusted to my delivery date.

Then, my 12/31/22 order was even worse. The delivery was late AGAIN and the seller was unresponsive after 48 hours. I contacted Back Market directly for help and ordered an Apple iPhone 12 128 G in good condition. But the phone that arrived was a complete disaster. It looked like it went through a garbage disposal and the only accessory was a 2-foot black charging cord (not even an Apple one) – there was no charging cube. Plus, the phone needed charging and it overheated immediately. Even when I got it charged up, it was super hot to the touch and had terrible speaker volume during calls. To make things worse, the battery life was only at 83% after a full charge.

I reached out to Back Market about these issues and all I got were excuses and promises to escalate the problem, but no follow-up. Even when they sent me emails saying I had a message from them, the link went to an old order for a laptop instead of my iPhone 12. So, I requested a return shipping and got a whole list of steps to follow. I completed everything and dropped off the package at UPS at 11:00 AM on 1/6/23. I called Back Market to find out what happens next and was told that the seller has 2 days to inspect the return and then they’ll issue a refund (which will take another 3-5 days to get back to my payment method).

I had had enough at this point and decided to contact my bank to dispute the charge since I didn’t get what I paid for. When I told the Back Market customer service rep about my plan, he apologized but it didn’t seem sincere to me. I still never received an invoice for the purchase, so I’m pretty frustrated.

Long story short, I’ll never use this company again. I ended up going to Amazon Refurbished and got an excellent condition iPhone 12 128G with a charger and cable for the same price and 2-day free shipping! Lesson learned – good luck to anyone else thinking of using Back Market.

So, I was checking out Backmarket the other day, and was kinda excited about the idea of buying pre-owned products that still had some life in them. I mean, it had to be a win-win, right? Good product at a low price, plus a chance to help save the planet from heaps of e-waste. So, I figured I'd get a Dell Latitude 5400 from them and see how it went.

When the computer eventually arrived, it seemed alright for the most part, nothing out of the ordinary, or so I thought. As I was getting it set up, I realised that I couldn't upgrade to Windows 11, which, let's face it, was pretty odd for a device that was capable of running it. I did a Dell driver update, but it showed up as not functional. And to top it off, the computer kept insisting that it was a Chromebook. What?!

I naively thought maybe I needed to implement a BIOS update. Nope, didn't work either.

I went online and did some digging, and finally understood what was going on. What I had been sold was actually a CHROMEBOOK, with a fake Windows cover-up! Can you imagine? The product title and specs said it was a Windows computer, but it was actually a Chromebook! And the worst part? The operating system wasn't going to work correctly, leaving me vulnerable to security breaches, and upgrading to Windows 11 was just a pipe dream. I mean, that's just wrong, and a complete FRAUD!

What's even more appalling is that I found out after 30 days or once the damage has been done, there wouldn't be any returns. I mean, how many people out there have bought these crummy products and haven't even realised they're complete duds? It's not right. The company, SJ Computers, LLC was no help either. They didn't even try to sort it out and just told me I could return it for a refund - like that helped my situation.

So of course, I reached out to Backmarket to see if they could help out since they are all about integrity and quality, or so they say. But what do I get? The same message. And they even tried to pacify me with a promo coupon! No thanks.

I eventually called their customer support hotline, hoping for some clarification or a resolution to my problem. Nope, that wasn't happening. They just said the same thing, "You can't talk to a manager", and left me with a promo voucher. That was when I knew for sure, prices too good to be true? Yes! They are.

I'm pretty disgusted, as I'm sure you can tell by now. Not only did Backmarket sell me a fraudulent product, but they wouldn't even acknowledge that they messed up. To me, it seems like this isn't a one-time thing but rather their SOP, and that's just not okay with me. So, if you're thinking about buying from them, my advice: walk away.

So, let me tell you about my experience with Back Market. I was super excited to buy an iPhone 11 Pro 256GB from them, and I went for the "excellent" condition option, even though it was a bit more expensive at $630. I mean, I wanted the phone to be in perfect condition, right?

But when I received the phone, I realized it was far from excellent. In fact, I would say it was more on the fair side, if I'm being generous. The battery was draining way too quickly, and the speaker had some dirt on it, which was just gross.

I immediately contacted Back Market and the refurbisher, which was called MOBILE WORLD NY LLC. Back Market basically told me to sort it out with MOBILE WORLD NY LLC, while MOBILE WORLD NY LLC offered to give me a refund if I sent the phone back.

The thing is, I didn't want to send the phone back because I needed a phone and didn't want to be waiting around for a refund. Plus, I was worried they wouldn't give me the full refund, and I'd be out even more money.

I was pretty annoyed that Back Market didn't seem to care about my situation at all. I thought they were supposed to make sure their refurbishers were legit and didn't sell subpar phones. But apparently, that wasn't the case with MOBILE WORLD NY LLC.

In fact, when I read reviews of MOBILE WORLD NY LLC after the fact, I realized I wasn't the only one who had been sent a crappy phone. It seemed like they had a history of bait and switch tactics and didn't really care about their customers.

I was pretty angry that I had been ripped off for at least $100, and I wish I had read the reviews beforehand. I also wish that Back Market had taken my complaints more seriously and either given me a refund or at least offered to refund the difference between an excellent phone and a fair one.

At the end of the day, I would say that you should be very wary of doing business with MOBILE WORLD NY LLC and Back Market. They might look like a good deal, but in reality, they're just playing you and taking your money. Save yourself the hassle and find a more reliable retailer.

So, I decided to give Back Market a try and ordered a 'refurbished' Macbook Pro Retina for 419 pounds. I even sent them an email to let them know that I needed the Macbook on time as I had a work contract abroad. The laptop arrived and I thought everything was fine until the battery wouldn't charge within 48 hours. To make matters worse, it cost me a whopping 161 pounds to replace the battery at Apple. It turns out that the Macbook was not refurbished at all, but rather, used! Back Market just traded it in, wiped it clean, and sent it out again. If they had done a proper diagnostic test, they would have seen that the battery had a "dead" zero cell count and should have been replaced in a "refurbished" purchase.

After all this, Back Market only offered me a 50 pound gesture. Yes, they offered something, but why should I be satisfied with only a fraction of what I paid? I even asked for a full refund of the cost to repair the "used" laptop, but again, Back Market's poor English skills led them to believe that I wanted a full refund of the device! It's frustrating that they can't even understand a simple request.

What bothers me the most is that Back Market has yet to justify why they sent out "used" goods instead of "refurbished" ones. It's either refurbished or it isn't. They can't just pass off used products as something else. And why should I have to pay for their negligence in shipping out a faulty product to me when they were already aware that I needed it for work?

In the end, I regretted not just buying a used Macbook for 250 pounds and taking my chances. Back Market may have a 30-day refund or exchange policy, but that won't do me any good as I'm currently under contract abroad. They need to start taking responsibility for their products and acknowledge when they've failed to provide a refurbished item that was paid for. As a customer, I deserve more than just a small gesture. I deserve a full refund for the cost of a new battery, at least.

So, I decided to try out Back Market (backmarket.com) to purchase a "mint condition" refurbished iPhone because I needed it urgently and they advertised that they offer expedited shipping. However, my excitement soon turned into disappointment and frustration as my order went awry.

Firstly, I paid extra for FedEx 2-day shipping, but my order was shipped using normal USPS mail instead. And to make matters worse, it hadn't even been picked up yet even though I received confirmation that my order had been shipped. I wanted to contact Back Market customer service, but there was no option to call, chat, or email anyone. How crazy is that? Lack of customer service is a serious offender, and it definitely left a bad taste in my mouth.

The phone finally arrived after the weekend, and I couldn't believe how the seller had packed it. It was just thrown in a cardboard box without any real protection, and I'm surprised it wasn't damaged during shipping. The phone was labeled as "mint" condition, but it was far from it. The camera lens was damaged, and there were scratches all over the phone's body. I paid a lot of money for a high-end phone, and this was not what I expected!

I reached out to the seller to complain and asked for a refund of the shipping fee. Though they agreed to refund it, that didn't change the fact that it was such a hassle to deal with them! Plus, I discovered dark dots on my pictures, and it turned out that the camera's lens had several scratches. This led me to believe that no quality control checks were done on the phone before it was shipped. It was a complete waste of money!

To top it all off, the seller offered me a measly $30 partial refund after selling me a phone that should have been worth no more than $300, but they charged me $500 for it! What a conman! Needless to say, I won't be buying anything from Back Market again. Buyers should be cautious of sellers like this if you choose to take a risk and use their service.

In conclusion, my experience with Back Market was not satisfactory. Lack of customer service and quality control is a big drawback, and it's a shame because I read good reviews on TrustPilot. But, now it is apparent that people may only leave good reviews when things go well. So, if you're willing to risk it, proceed with caution.

I'm fuming after my experience with BackMarket! It was a complete nightmare and I wish I could give them a big fat zero. I ordered a 2016 MacBook Pro, and instead received a 2015 MacBook Pro from TekReplay. These guys blame each other while I'm caught in the middle, and no one would take responsibility. Imagine my frustration!

TekReplay took all the blame and being the "nice guys" they told me I'd be refunded and, of course, I can send the wrong device back. However, I didn't realize they were trying to deceive me because there was no email or contact info given. Can you imagine? I opened the box and wham! There it was, an older model than the one I ordered. No apologies, nothing!

It was clear to me that they were trying to rip me off. I was informed that the listing was attached to the wrong product, which led me to purchase the older model for the correct model's price. After calling BackMarket, I demanded that I be given what I paid for. I wasn't interested in any refund! Their response was that they could not give me the 2016 model because TekReplay did not have any in stock. To make matters worse, they told me that there was no guarantee that TekReplay would ever have it. What rubbish!

So, I pointed out that TekReplay had multiple similar occurrences, and I wasn't going to have any of it. I was further informed that it was an error on their website, so I asked why they'd still advertise a product they did not have in stock? Do you see how these people operate? On top of all the misunderstandings, BackMarket informed me that TekReplay was unable to honor their promise. I had no other choice than to settle for a refund, and I had my money back.

I tried my best to exercise patience and returned the MacBook, and they received it within two days. However, and this is a big however, two days later, BackMarket withdrew the funds they had already refunded. I'm definitely never going to trust these swindlers again. I don't trust the sellers, and I don't trust BackMarket.

So if you're thinking of buying anything from BackMarket, DON'T. Instead, go to eBay where you can trust genuine sellers, and you're guaranteed a good shopping experience!

Posting the fine details, but quickly reviewing, I'll never order from this company again. Summary - Backmarket tries to be an intermediary, but their replies are almost as useless as not replying at all. They need to vet their sellers or hold them accountable for problems. BM says to only communicate with Backmarket, yet it feels like nothing is truly communicated to the seller.

Originally, I did research on this site, and it seemed to have relatively high ratings. Like anything, I expect some bad reviews, and I was unfortunate to fall victim to having a negative experience... I don't mind getting refurbed phones, but I definitely want a warranty. Backmarket including a 1 year was definitely a draw.
- When purchasing a phone (Galaxy S21 Ultra) the size capacity was a serious consideration (as it has no external storage), so I chose a 512 GB
- there are lots of color options, so I chose Phantom silver over the plain vanilla black. ( about a $150 premium)
- I received the phone, backed up my old phone, and started transferring into the new phone.
- After fully transitioning, I realized I should have done an inventory check... When checking the capacity, I was shipped a 128 GB. Doh what a waste of time.
- Immediately opened a case, was given a return label, and I sent it back.
- I politely asked for expedited shipping for my return phone, a slightly better condition ( I ordered good), or at least a price break for wasting a lot of my time. Backmarket ignored this request with their many replies that don't answer anything.
- I let them do their thing, and when the tracking showed the seller received it, I was told they have 48 hours to send a replacement phone.
- A tracking # was provided. The phone shipped from the NJ... and a few days later was delivered to NJ. I politely reached out to BM again and said that they either gave me the wrong tracking, or the seller mailed themselves a package.
- I received a message from BM stating that my phone was received by the seller, and that they have 48 hours to get back to me (basically starting over). I escalate and tell them that they are giving bad info, and i demand an updated response and resolution.
- After a bit of back and forth, I get an answer that the seller actually doesn't have my phone in stock, and they offered me a black colored replacement.
- I told them that they've ignored my requests for a discount to make things right. I will not accept a replacement that is far cheaper than what I paid. I asked them if I would receive the same condition phone at the same price? They offered me $40 off. I told them I paid $150 higher for the color scheme. I told them politely to shove it, and just give me a refund.
- I was replied to and they said that the refund request was put in with the seller, and they will let me know if it was approved
- I reminded them that their policy was 30 days returns no matter the reason, so send it to me immediately.
Basically, I wasted 2 weeks, did not have a new phone, only to waste countless hours trying to coach them of how to problem solve their own own procedures. I think Back Market tries to do a good job with communication, but if they aren't listening or aren't accomplishing anything, I might as well be talking to a wall. I think the seller is largely at fault, but they just DGAF. Being a business owner, I completely understand the difficulties of running a business especially since the pandemic. However, having an experience like this vs just paying full price, I'd pay full price for a phone any day. I ended up buying a mint condition, non refurbished phone from Swappa at a higher price, and had 0 issues with the process. I know that your experience will always vary, but this interaction was frustrating enough to warn others. Just for others to know, eBay definitely reprimands sellers. They also have one of the best phone insurance policies of the used market, and I do recommend them. Unfortunately they did not have the size and color of the phone I wanted.

Horrific experience
If I had to write a book detailing my experience with this company in buying a refurbished iPhone 11 128gb it would be on the shelf titled NON-FICTION under the genre of HORROR.

I paid a three figure sum for a refurbished iPhone that has not been delivered by the company DHL who are just as bad.
The price charged to my credit card being more than the price advertised for the refurbished iPhone 11 which is another rip off.

The item was to be delivered on 19 September then it was the 20th followed by 21st September 2022.
Then it was the 22nd September 2022. Now it's the 28th September 2022 and still no iPhone 11 or a FULL refund without deductions.
Irritated at having to wait at home for over a week so far and cancelling appointments too into the bargain to wait for the non delivery, I cancelled the purchase but was informed that it had been dispatched and this is where the horror starts.

I am being given no approximate time slot just that delivery would be on these days from 8am to 6pm which is appallingly poor service from both Back Market and DHL.

I forgot to mention the seller is not Back Market they just punt on the sale to a third party BEST4TECH.

The last straw is that should the item arrive and I'm not there, I will be sent a return address label which I print off myself PLUS I PAY an extra ?10 for the privilege of printing off this return label!
Furthermore I MUST PAY the entire cost of returning the phone IF it turns up should I refuse delivery or it's faulty.
I have to take a photo of the package from ALL angles plus photo of the delivery driver if I'm there to refuse delivery.

To compound the dreadful service and be eligible to claim my partial refund (NOT a full refund once all the extra deductions are factored in) I have to send Back Market a copy of my photo ID such as my passport or driving licence.
I am refusing to send them a copy of my passport or driving licence as that facilitates identity theft or identity fraud despite being pestered daily to provide this photo ID to get my refund.

Along with the photo ID I have to print off yet another form and fill it with various other information within 5 days to help with their investigation.
Not an easy process at all and open to fraudulent abuse.

Despite being called from France and from several locations within in the U. K. I have refused to provide this intrusive photo ID of my driving license or passport as I do not want to be the victim of identity theft further down the line.
Here is todays response from BEST4TECH

"Thank you for your message! I definitely understand your concern. However, for rapid thorough support, I would like you to kindly file the certificate of non-reception as proof of not receiving the order. This document will also help you to receive a reshipment in 24 working hours or a refund. Unable to do the following and also provide your ID, we can not do much on this. I wish you a pleasant day, Williams from BEST4TECH quality team"

Having had enough of this nonsense I ordered a refurbished iPhone directly from the online Apple store which arrived the next day.
It has a new Apple battery, new Apple case, new Apple screen. It is like a new iPhone at a fraction of the original price with ALL GENUINE Apple parts unlike those from Back Market and BEST4TECH.
The refurbished iPhone is absolutely pristine in an apple box and surprisingly cheaper than from Back Market for a phone in its excellent category.

The service from the online Apple store has been second to none and I was given a one hour time slot for delivery which was accurate too, unlike the dreadful service from DHL who think customers have nothing better to do but wait at home all day waiting for a non existent delivery.

Tired of all the excuses from Back Market I have since opened up a credit card dispute by calling the bank that provided my credit card.
The dispute has been opened to get ALL my money returned to me without deductions and all the other nonsense from Back Market.

AVOID?. Go to a more professional company like Apple who know what they are doing.
Date of experience: 20 September 2022

I have sent my iPhone XR 64 GB for a trade in of Original value of £110.00

The refurbisher through Back Market received my phone on 12/0/2/2024

and gave me a revised offer of £75.00 which I have declined.

The agreed terms was refurbisher to sent back my device within 2 days .of sale rejection but they never returned it . On 16/02/2024 I chased back market to process my money and they gave the refurbisher an extended day to send it back.

ETrade sent me a tracking ID from EVRI which had no status update other than expecting the item, when I repeatedly chased Etrade replied saying they are busy and will send soon.

Even after being 10 days with no return of my phone Back Market refuses to process my originally agreed price .

i am utterly disappointed and would like my originally amount of 110.00

Hello, I've been trying to solve an issue on having with a customer service agent named Habibe who keeps ignoring my messages. On the 17th of January I received an iPhone 12 I bought through the app back market but when I received it the screen was very badly scratched/dented so I requested a refund and info about returning the phone. I've asked Habibe why the item still seems to be in transit (it doesn't show on back market as delivered) and if they can fix this issue as soon as possible as I need to download the invoice in order to request a refund/return. I've now asked them three times but no reply about this issue yet. I've also requested to be able to speak to a senior member of the customer service team but no reply. Can someone please help me fix this issue and help me with returning the faulty iPhone?

My daughter ordered a phone from back market order number [protected] that didn't work after 2 days, was returned on the 25th of October 2023 and initially back market stated that they had received the phone back and stated they would repair, replace or refund, replied again on the 31st and stated there was nothing in the package, they then asked us to send in a police report and stated when they receive that we would get a refund after 2 days ( another lie ) they have sent another message again today 30/11/23 stating they want a police report ( already sent ) proof of handover, id, and statement of payment, it's just one thing after another and 5 weeks later, I think they drag it on so you get fed up and give in, I the parent bought the phone for my daughter for £210.09, so have lost my money and still don't have a phone, the company is probably ok unless you have a problem, can't call them can't do a live chat just have to wait for days on end for a reply.

I recently purchased a phone for my partner via the website. After the phone arrived we noticed it appeared glitchy, after a few days it started to update then just switched off and wouldn't turn on again.

I informed backmarket and requested to return it for a refund.

I returned the item and would later be asked for my login details for Samsung accounts etc.

Explained we didn't have a Samsung account.

They told me I should have logged out of any accounts before returning the phone.

How could I if the phone wouldn't turn on ?

Now I'm continually being asked for login details and it appears to be turning to delay tactics and avoiding providing my refund.

They said they need login details to fix the phone.

However a phone can be factory reset without email login details.

Back Market Customer Support hasn't responded to my emails from September 14th through the 15th. I don't understand why they're not responding to my emails and ticket requests anymore. They usually respond within 24 hours or 1 or 2 days. Once the situation is resolved, I'll be able to proceed with shipping the item via UPS pickup. The parcel is already sorted out and packaged.

I purchased a phone on August 26 and on the same day I cancelled the order due to the fact that I made a simple mistake with buying which type of phone. I was told I had to wait just 3 business days. It’s been 3 business days and there is not indication that a refund has been made. I want my money because I need to purchase a phone, but they are making it physically impossible to receive a refund.

Hello

It's fermin right here, I had a problem 2 weeks ago with an order that wasn't delivered, so I click on "ask for help", and they told me that it seem like the carrier lost my package, and then they send me a "Certificate of non-receipt" where they ask me for some information and what I would like to get in case that the package was lost, so I choose refund and they told me that it would take 3 business, but one week had passed and now where I text them, they don't even give a response. I would like to get my money back because I didn't get my order that's it.

I've ordered several phones over the years from backmarket, and most all have worked well.

This time I ordered a used Samsung Galaxy s21 because I needed an upgrade for my ride share gig.

The phone was fine for a moment when I recieved it, but then the charging port malfunctioned.

The return procedure is painfully slow. Shipping the return was almost a week. They say within 3 business days the problem will be resolved,but so far it's been 8 business days since dry recieved it, and with the holiday weekend coming up, it'll be over 2 weeks! Of waiting for an answer, not to mention the probably slow return shipping. In a few days it'll be about a month all told that l am about of a new phone. That I need to make money for work. Sigh.

In the month of February 2023 I purchased an iPhone XR for my son's birthday from Back Market with a price tag of $235.34. And my son didn't even have the phone a month when one day my son was gonna change phone case the screen just came off. So knowing they sold me a phone that was defective and they refuse to make it right and now I just received it back from them and phone won't power on. When I sent it in for repairs it was in working order but when I got it back it won't power on. I feel scammed and betrayed they stoled $235.54 from me and all I'm left with is a worthless iPhone that was trash from day 1 and they new it that's so wrong what ever happened to the customer is always right not scammed shame on Back Market.

I am FURIOUS. I have written to the CEO 8 times about a faulty laptop I paid a lot of money for. I escalated the complaint as the 'customer service' team was of no help. I was also sold a different model to the one ordered.

The CEPO hasn't bothered to acknowledge my concerns. I also complained through Signal Consol. Backmarket saw my complaint but havent bothered to respond. where do I take this now please?