Back Market Reviews

DO NOT BUY FROM BACKMARKET I purchased a phone from BackMarket on 10/17/23. I received the phone and after about 3 months or so, it started powering off and back on randomly. The phone had a one year warranty, but I didn’t realize that I had to send the phone in first. I didnt have another device to use while I sent that one back in, so it took me some time to be able to buy another device so that I wouldn’t be without a phone. I finally sent my device back in on 6/24/24. I wiped all of my information off the phone, package my phone up carefully, with additional bubble wrap, etc to ensure that it would arrive in good condition back to BackMarket. I received a message through the app a couple days later stating they received an empty box, asking me if I forgot to put the phone in the box. Thankfully, I packaged my phone at my job and I have it all on video. I have the video of when the UPS guy came and picked it from my job because he makes regular, daily, drop offs and pickups from us because we are a very popular retail establishment. I sent them the video of me packing it and when the UPS driver left out of the store with the package. Despite me sending this to them, they (multiple customer service agents) continued to send me requests for a document that I should have been given when I handed over the package. I continued to refer to the video documentation and explaining that I didn’t take it to a shipping facility and we never have any problems with shipping items from my store. My back and forth communications have been going on for 2 weeks now. I have asked on multiple occasions for a manager to call me, but nothing. I woke up this morning and all of a sudden, I have an email from BackMarket stating that fraud has been suspected on my BackMarket account and it has been suspended. So now, I have zero access to my account to be able to reference my order, the conversations I’ve had regarding my missing phone, and I still have no phone nor any money for my phone. I have my tracking number of where I sent it back but everything else is in the BackMarket account. At this point, I feel that BackMarket is a scam. They have taken my money, someone has my phone, and I am not being compensated despite doing my due diligence in trying to simply get a phone repaired that I had for less than an year and started showing issues within a few months of purchase. There isn’t a number for me to call. Everything has to be communicated through the app (which I no longer have access to) or this email that I received this morning regarding the suspected fraud.

Appalling service using unreliable 3rd parties, lies and worse My wife likes Back Market so she gave me a referral to try it which gave me $25 off. I bought a new phone last week that they said would arrive Monday through wednesday this week. They sent me an email saying the phone was ready to ship...only it was a lie, an automated lie and it was not actually ready to ship. Then days go by and it hasn't shipped yet. I ping them Tuesday to ask how it will arrive with me by the next day which was the last day of the shipping window if it hasn't shipped yet. They tell me to be patient, maybe it shipped on a different label, they will get back to me. Wednesday night it still hasn't shipped and no promised reply has arrived, so I chase them up again. Someone different comes on and essentially says the same thing. No phone arrives... in fact it never ships. Today, Friday, I get a notice, good news, after waiting over a week with nothing but terrible service you get your money back because the vendor isn't responding. No offer of a coupon to make it up to me and now I've used up the coupon that convinced me to try them in the first place so I'd have to pay $25 more, and worse the same phone now costs more so I'd have to pay still more, so their idea of good news is me waiting 8 days for nothing while trying to get some kind of service from them and instead getting nothing, and then having the opportunity to pay $45 more for the same phone. How do they stay in business? They blame it all on a vendor, Learbre Store Inc, but this is on Back Market because they picked this vendor and their customer service is only good for blowing smoke up my a** and delays and then charging me more. How is this even possibly a business model? Why does my wife even like Back Market? Edit... After I lose a $25 discount and get messed around for over a week and getting terrible service they offered me $14 off the phone. They have to be messing with me, right? Bad service perfected.

Date of experience: 05 July, 2024

Back Market Worked Hard to Settle My Complaint UPDATE ON 2-STAR REVIEW BELOW Back Market has agreed to give me a partial credit for the three computer failures and I've accepted. I think it is a fair decision and I'll be using Back Market in the future!