Back Market
reviews and complaints

On Nov. 13th I placed an order on BackMarket.com for a 64GB *** Galaxy S7 Titanium Silver locked *** phone and on that very same day, a total of $138.47 was deducted from my bank account and I received an order confirmation from their vendor via email referencing order #***. The $138.47 included the cost of the device $129.00 as well as sales tax $7.48. The order was in process from Nov. 13th through late afternoon Nov. 15th at which point in time it was picked up by the freight courier. A time period of 48 hours elapsed between the time the order was placed and when it shipped. At no point in time during those *** that they were unable to fulfill the order nor did anyone within their organization have the common sense to contact me and ask if perhaps I might be willing to accept a alternate product or a substitution of lesser value. Instead, "Genius"-Tek operated under the assumption that I would never know the difference and proceeded to ship me a different product, one of lesser quality and value, a product that I did not order and they pocketed the difference in cost. Their willful and deliberate actions are a perfect illustration of the deceptive business practices the defined by the *** When I contacted them to make them aware of their error, I was told that they had absolutely no intention of sending me the correct item and unless I take on the burden and financial responsibility of packaging, insuring and shipping the unordered product back to them they are refusing to refund my money. Their actions go against the laws created by FTC UCC that state "companies cant send unordered merchandise then demand payment" and "sellers are to deliver goods that precisely meet the terms of the contract." It is apparent GeniusTek has no more respect for the law than they do their customers. Genius? Not hardly.

On March 30th, I went on BackMarket.com & ordered an *** Pixel 2 with 64 GB & the phone was unlocked. The phone was shipped the next day on March 31st & I had received the phone on April 3rd. I got the phone, activated the phone & when I got home, the phone had said it needed to be updated, so after I updated it, I was able to get on it. Everything went fine with the phone until November . I had went to an event where there were several people selling things & when I tried to go on my phone to make an purchase, the phone had cut off. Now mind you, my phone was completely fully charged because it had been on the charger all night. So I went to the phone company that I am with & the guy checked the settings & told me that it possibly could have been the battery, which to me that didn't make sense because I had the phone for only an few *** charge it all the time. So, I thought okay it happened that one time, it won't happen again. But starting in Janauary of this year, it started to get worse. I was on an video call with my friends & the phone had cut off not once, but TWICE! Now this month, when I was on the phone with my mother, the phone had cut off again! So just recently this week, I went back to the phone company that I am with & I told them that the same thing had happened again & they told me that the version on the phone is 2 years old & the version is not agreeing well with my apps or my features on the phone & the update that I had got when I received the phone, that was the last update I got because they said that Android had stopped updates to all of their phones. So now I'm gonna have to upgrade to another phone! When I tried to call Backmarket to explain to them what is going on, the number that I called, it don't have an actual person that you can talked to. It only ask you to put in the number of your order to track it. They also said that I couldn't contact the seller of the phone. Order number: *** Thank You!

I feel as though we were duped from the moment that we decided to purchase this redundant hunk of electronic parts. People told me, dont waste your time with refurbished junk. I should have listened to them, but I was confident and defensive about purchasing this refurb from BackMarket. In addition to this I was even more confident that when during the checkout process the pop-up stating 2 years of additional protection for *** and I clicked on it. The product never worked right and after careful evaluation we went through all of the policy steps. We contacted the seller first who told us to contact ***, then we contacted *** who told us it was a discontinued refurb and only the seller could be held accountable. After several attempts to contact the seller they finally sent us an RMA and shipping label. We then went to the *** store and dropped off the product to be shipped back to the seller. It arrived and after a few days the seller sent a photo stating that the warranty was void because of shock to the monitor screen. There was originally nothing wrong with the monitor and because the computer wouldnt turn on we were unable to obtain pre-shipping pics showing that it did indeed work. We told the seller that we never had an issue with the screen. They said it was the carriers responsibility and to contact them. We contacted *** and they said that we did not purchase any insurance on the item and the package policy states that they only include free coverage up to $100.00. We then contacted a backmarket associate who told us to contact *** because it was outside the warranty so we contacted Asurion by chat and were told that they could not help. We contacted BackMarket and they referred me back to Asurion one last time and were told we would be refunded and then that was denied because they said it was not a laptop and because it was bigger they wouldn't honor the warranty repair or refund. Contacted back market again and was told we have bad news.

First, I view the tracking for my package that was supposed to be delivered on that day (3//20) at 4:28 pm which needed my signature to receive it and it was delivered by the *** mail carrier which was signed by the mail carrier using their initials (F.P). They left the package on the front porch for me to get because I was not home at the time of this delivery. My package was stolen by someone or the mail carrier kept it, it is unknown what happened to the package on this particular day. I reported this incident to the police the following Monday 3//20. I also let Back Market and the actual seller who sold the item on their site what happened by email. Now after reading their policy about what I had to do when a package is stolen or not received, I actually also let them know that I had reported this incident to the police to get a police report on 3//20 which will be available within 7 days. Now after the company and the seller keep telling me to send what they needed to start processing my refund, they also wanted that police report as well, so I gave them the police report number and told email them that I will send a copy when it becomes available online. Now on Back Market site pertaining to a lost or stolen package the seller can decide to give their customer a refund or replace the item, and the seller can file a claim with the mail carrier (***). I gave the seller what they needed and according to the policy. Nothing on the company's policy about needed a police report, the police report was for me to file a claim with the *** employee for signing my package and leaving it on the front porch in the opening. I am assuming someone stole the package after the mail carrier left it. the mail carrier was not supposed to leave the package on the front porch if I was not home. They were to take it back to the post office facility. No human contact. The *** mail carrier mishandled my package and it was stolen. My issues with Back Market is the seller is asking for a police report after I have emailed him the letter that I am supposed to send so he can file a claim with the *** and to start processing my refund like the company's policy states would happen when the seller receives my document. The seller is not processing my refund instead he won't start processing my refund until I email him a copy of the police report which is something that is extra and not in the company's policy regulations. I want the company or the seller to start processing my refund because I have emailed them the document with the statements they wanted me to include on the document. I feel the police report is something that is extra and is not needed because I have emailed the document they needed for the seller to start a claim with *** and to start processing my refund.

On March , I placed order *** with Back Market for an iPhone XS Max 256gb Silver sold by BuySaveRepeat for $769.65. About a week later the phone arrived; however, it was not the phone I ordered. The seller included a hand written note in the package stating that they did not have the phone I ordered, even though they had it listed in the inventory, and that if I wanted the phone I actually ordered I would need to return this phone and wait. At the time I was completely without a phone so decided to just keep it so I could have a phone. That was a mistake. To begin, the phone shipped to me was not the same value. The phone I had ordered actually cost more due to the color, silver. The phone received has issues from the start. The screen was very difficult to touch. I raised the sensitivity to the max and still had issues. I purchased a screen protector for the unit and was unable to use it because with it on the phone was not able to register any touch. This was the first sign the unit was defective. Over the next couple of months the screen would completely be unresponsive to touch. I tried to lock it and open it back up many times, but this ended up causing the emergency feature to activate. I cannot tell you how many times this phone called 911 and due to the screen not working I could not cancel the call. The phone has always been kept in an otter box case and protected. On July , while traveling, the phone entered an iPhone boot screen loop. I spent 12 hours trying to run diagnostics on the device with my iMac. I even purchased a software to see what was happening with the phone that cost me $50. The phone was returning an error 4013 and could not be restored or updated. It stated the phone had hardware issues and needed to be repaired. I contacted the seller of the phone and they approved it to be sent it for diagnostic and repair under the one year warranty provided. I sent the phone back and the seller refused to repair or replace the phone due to the phone having fallen in a case on carpet. They said that one fall completely invalidated the warranty. I told them of all the issues I had been dealing with for the past months and them sending me the incorrect phone, and they said there was nothing they could do and good luck. They accused me of opening the phone, breaking the tamper seal and more. I have no idea how to do any of that and told them that was not true. They stated that the screen had detached from the glass. I stated that makes sense sense I have had issues with the screen since I got it. They stated they would not do anything. They easily could have fixed the screen and I would have paid for it. They were dismissive and wanted to do everything to get rid of this phone. It definitely looks like I was sent a defective phone and they used the terms of service to warrant them not repairing or replacing it, even though they violated the same terms of service by sending me the incorrect device and a damaged one at that. I then reached out to Back Market for assistance and was offered a 5% discount for future purchases. I was told there was nothing they could do either, even though I was sent the wrong phone, which was a violation of their terms of service. I then had Steven Rich step in from my twitter complaints and he offered to pay for the repairs to the phone. This is where things went from bad to worse. This could have been an opportunity to save this relationship but he dropped the ball many times. Steven stated he would find a few local shops for me to take the phone to for repair. Please note I have now been without a phone for about a month. I have been using a temporary loaner to get by and have told them time and time again I need to have my phone fixed. I am an Attorney and Award Winning and Published Artist. Being without my phone has caused tremendous damage to my business. Days went by without a response from Steven. I then emailed him and told him I would just find somewhere to take it to and pay for the repairs and Back Market could reimburse me because it is taking too long to do anything. He agreed. I took it to the first repair shop in my area. I told them what the seller stated and they replaced the screen. The phone still entered into the boot loop. They then replaced the camera. They still had the same issue. After looking into it more they stated that the proximity sensor needed to be replaced and they could not do that. So I spent $320 to have the phone still do the same thing. I took it to the next shop and they said the same thing. They have the tech that could do it, but it would be months to get the sensor due to covid. They also stated that even if the sensor was replaced there is no guarantee it would not go back into the boot loop. That Apple needed to do all the repairs of the sensor. So I then took it to *** for diagnostic and replacement. *** ran the tests and on the spot stated the phone needed to be replaced but they did not have any devices available. After each time I took the device in I emailed Steven to inform him of the progress. No response. I then emailed the main customer service email and asked them to respond or have Steven reach out to me. Nothing. So here we are five weeks later I am still without my device. I have spent over $1100 already on a defective phone that if I had just went ahead and purchased brand new would have cost me less and been with a warranty I could use. I have had every iphone model since 2008. I have never had any issues with any of my phones like I have with this one. Back Market has acknowledged that the terms of service were violated when the seller sent me a different device than I ordered. Back Market has agreed to pay for the repairs. I am asking them to honor that.

Ordered product with 4 day standard shipping (before COVID-19 the business offered standard 2 day shipping) so the item being EXTREMELY late, has nothing to do with COVID-19, as they had a month and a half to amend their standard shipping options, hence the increase from 2 day shipping before the crisis, up to 4 day after the crisis. The issue I have with this business is multifaceted. With 4 day shipping, one would assume a printing label and shipping the package out be done within the first day or two, but no; this business decided to mosey around a few days and when *** finally decided to get to work on my order, THEY SIMPLY ONLY PRINTED THE SHIPPING LABEL after two days of waiting. That's 2 out of 4 days already wasted, but oh well. After checking to see any movement with the tracking number, it says "Only shipping label was printed - *** is still awaiting your package" So not only did it take a full 48 hours to simply print a label, but after printing the label, the item was never shipped! So after reaching out to the seller as to why it's taking so long, the seller deflected blame on *** by saying: "I sent it out the day I printed the label so it must have been an issue with *** forgetting to pick it up or scan it... not my problem, but reach out in two more days (Friday) and I'll see what I can do. I felt as if the seller was lying to me, so I reached out to Backmarket's support team to get additional help, but instead of backing up the customer, they took the side of the lazy, lying seller. They didn't bring up his neglect to print the label for two days and simply parroted what the lying seller said. They doubled down: "The seller says he shipped the package on the *** (product was purchased early morning on the ***) so reach out to the seller again on the *** on Friday." Keep in mind, phone purchased and payment went through with confirmation number EARLY on the ***. Shipping label printed on the ***. Phone supposed to arrive by the *** (and that's given the current Corona Crisis because otherwise I would have gotten it on the ***, so by deflecting blame on *** is simply a lie.) The seller neglected to ship out the package in a timely manner since payment was already made, why rush, right? Well that's not good business. So I reach out once again. The response from the 2nd customer service rep named William Nutt was not only unhelpful, quite the opposite, but he was also rude and snarky by saying something to the effect of "We work with facts here, not speculation." So now I'm dealing with a terrible lazy seller, but also an incredibly rude and ungrateful Backmarket employee. Just wonderful. So come Friday, I check the tracking and as I assumed I was being lied to... I was proven correct. STILL ZERO MOVEMENT MADE. PHONE I PURCHASED ON ***, SUPPOSED TO BE AT MY DOOR STEP ON THE ***, AND NOW IT IS THE *** ON FRIDAY. So what do I see in my inbox on Friday before I reach out for the 4th time regarding where the hell my phone is that I paid for nearly a week ago? Another response from the seller himself asking that I now only reach out on SATURDAY NIGHT if I see no movement made on *** tracking number. This further solidifies my original suspicion that the seller waited far too long to ship the package - first it was the *** delivery to my door, then asked to wait until Friday the ***, the latest E-mail I got today from the seller is now asking that I only reach out if I still see no tracking movement by SATURDAY NIGHT. The seller, as well as I know damn well there is NOTHING *** can do for me in terms of expediting the delivery on a Saturday night, which will then roll into Sunday in which is another day they won't do anything for me. So the seller essentially stalled me; "reach out Friday if no movement, actually... reach out Saturday... no, better would be Saturday night specifically (because the seller knows *** won't do anything Saturday night and he's hoping I'm dumb and don't understand that) then it'll turn into Monday, which will be the ***. Keep in mind, I paid for the phone on the ***. Shipped to my door by the ***. When it didn't show up on the ***, now they want me to wait yet another two days - Fri the ***. When Friday comes (today) the seller preemptively message me to delay my inquiry on where the hell my phone is for yet another few days... The issue here is quite simple. My order has been mishandled from the start, and I've been lied to every day I have reached out since. But it's not just the seller that is playing me as a fool, it's also Backmarket's "customer jubilation" department that is also being rude, snarky, and downright unhelpful. That's a great way to not only lose one customer for a lifetime, but that's also a highly effective way to treat me so poorly that I shout from the rooftops about just how HORRIBLE it is to deal with this company. If this issue isn't resolved in a timely fashion, with a PROPER concession made (and I'm not talking some promo code towards my next purchase because like I already mentioned, I will NEVER NEVER NEVER bring my business and hard earned money to *** ever again throughout my lifetime. So what will be done to make this right? To add insult to injury, I have been calling the customer service line, stay on hold for 20 minutes at a time, and once it hits the 20 minute mark, the hold music stops and they hang up on you. So I will be spending all day today waiting on hold, no matter how many times I'm hung up on by the hold music - I will also be sure to make record and document these calls to show the world of this business practice of theirs. Put you on hold for 20 minutes all to hang up on you, rinse and repeat. I'll be happy to mark this complaint as resolved once it is actually resolved, but that is just wishful thinking - based on EVERY interaction I've had with *** and their sellers over the last days indicates to me that this issue will not be resolved. I've already made the decision to never bring business to Backmarket ever again, but I'm getting awfully close to taking my money back retroactively by simply returning the phone once it actually arrives (if it ever does arrive...) But my decision to cancel/return the order will be made based on how management handles this issue, as the entry level "customer jubilation" dept is completely incompetent on handling this issue. If this issue isn't resolved, I will not only mark this Complaintsboard.com complain as unresolved, but I will continue to tarnish this brand's name and reputation by making as many reviews on as many websites that take them. And the wonderful part is, I can be 100% truthful in my potential future negative 1 star reviews - I don't have to use hyperbole or exaggerate on just how poorly this was handled because I have documented every correspondence from the start and I would be happy to show those receipts of being mishandled and neglected as a paying customer to not only Backmarket corporate, so the employees/sellers that dropped the ball on my order can be dealt with accordingly, but I will also happily add these screenshots as proof to the negative reviews I attach them to when that time comes, if this isn't handled properly.