Complaints

• Initial Complaint

  03/03/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I want to cancel my subscription because the products do not work as advertised. In order to cancel, I have to call during working hours to cancel. This is an unethical practice. I want my account cancelled and deleted from their website now and forever.

  

  Business response

  03/04/2025

  Thank you for reaching out to us- on 3/03/25 we received an email from you regarding your cancellation. Shortly after that, we received your SMS. We responded this morning (3/04/25) and explained that we were reviewing your request and would respond soon. The account was closed at 6:16 AM, and we sent an SMS confirming that at 9:02 AM. 

  Rest assured we are in the process of removing your information and there are no future orders scheduled.

  Please let us know if there's anything more we can do for this case. 

  Customer response

  03/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** *******

• Initial Complaint

  02/26/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am trying to cancel my subscription and have called the business, emailed, chatted on their site, and website but have been given the run around and no one will cancel my subscription. I have never gone through so much trouble to cancel. They ask why and I tell them I do not need it. Then nothing is done. They make me wait for extended periods on the phone. This is ridiculous.

  

  Business response

  02/27/2025

  Thank you for reaching out. Our records show that your second order was processed on  2/26/25. On that day, you contacted us via *** to cancel. You also called and we missed your call. We called you back but were not able to reach you, and sent an *** response explaining we could help you over the phone. 
  
  Shortly after that, you requested to cancel again via *** and explained why. We then routed the *** to an agent. You then sent us a chat asking to cancel and we explained we were escalating to an agent to assist you.  You then called us and the agent confirmed future orders had been cancelled as of that morning (2/26/25).
  
  We processed a refund for the order processed on 2/26/25. Rest assured the account is closed and future orders are cancelled.
  
  Please let us know if there's anything more we can do for this case. 

  Customer response

  02/27/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Shyneika ******

• Initial Complaint

  02/26/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 1/7/25 ordered a sample size of their diaper supplies for 2.99. I received the sample and I didnt like them as they leak and dont work for my disabled son. Soon after on 1/21/25 I was charged with ****** on my ****** account that I didnt order. I called and canceled the subscription they had signed me up for which I didnt know I was signed up. I also returned the entire order back to them on 1/24/25 as when I called on 1/22/25 they canceled my subscription per my request and issued me a return label and return RMA #*******. I have a tracking number ********************** e we hitch states they received the order on 2/13/25 and to this date they have failed to issue credit. I called them on 2/19/25 to get an update and they said they would contact me in 3 business days but they have not contacted nor issued credit of $148.

  

  Business response

  02/27/2025

  Thank you for reaching out to us- on 1/07/25 a Starter Pack was ordered. During the sign up process we notify all customers of future orders and the trial period. We also send reminders before any future orders are processed. On 1/21/25 the first order was processed.
  
  We did not receive notice of a cancellation until 1/22/25. By then the first order had already been processed and shipped. On 1/22 we spoke with you on the phone and confirmed future orders were cancelled. We also sent an email confirming they had been cancelled. On the same day, we sent a return label and an RMA authorizing the return. 
  
  We attempted to refund you for the order on 2/21/25 after receiving the return tracking number, however the refund was rejected by your bank. We sent an email explaining this on 2/21/25. Upon further investigation, we tried to refund a partial amount in line with our return policy (cost of the label is subtracted from refund total), but the partial amount is what was preventing the refund from going through.
  
  As of today (2/27/25) we have processed a full refund in the amount of $148.31. It should appear on your statement within 3-5 business days. We apologize for the delay.
  
  Please let us know if there's anything more we can do for this case. 

  Customer response

  03/04/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  02/11/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I should not have to telephone you to cancel the subscription. I am disabled and do not use telephones. Cancel it now #***********.

  

  Business response

  02/12/2025

  Thank you for reaching out- we apologize for your experience. We should have confirmed the cancellation immediately after you first emailed us, and we saw your follow up text messages. We are taking action internally.

  For the inconvenience we have refunded you for the $2.99 paid for the initial Starter Pack. Rest assured the subscription has been cancelled. 

• Initial Complaint

  02/09/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 12/2/24 I paid $2.99 to receive a sample of Because bladder briefs. My sample arrived. On 12/26/24 I was charged $64.29 for a subscription of Because briefs and wipes. I did not order this and did NOT subscribe for deliveries.I contacted the company and requested a refund and stated I did not order or subscribe for deliveries of products. I received the unwanted package and followed their instructions to return the unwanted package. I wrote the Return Authorization number on the package RMA # ******* and mailed the package with the return label they emailed me. The package had a US ************** tracking number of **********************. This package was delivered at the return center on January 4. I am still waiting on my refund as of February 7, 2025. I was given an order number of ***********. I have attached copies of the email exchange and a picture of the return package. Just very frustrating. Thank you,**** ****, daughter and caregiver and spokesperson for **** ********. Cell ***********. At this point we would appreciate a refund of our $64 dollars and hope you warn other senior citizens to be wary of this company.

  

  Business response

  02/12/2025

  Thank you for reaching out- our records show that the Starter Pack was ordered on 12/11/24. During the sign up process we notify all customers of future orders and the trial period. On 12/25/24 the first order was processed because the trial period ended. On 12/26/24 we received a call from you and we were asked to cancel the account and send a return label. You with a supervisor regarding the return and we asked that you contact us once the order was received so we could send a return label. We cannot send a label without the order having already been delivered. 

  On 12/30/24 we received a chat from you indicating they still wanted to return the order and we sent our return policy- once the return label was mentioned, the case was escalated to our team and we sent the return label and instructions the same day.

  On 2/09/25 we received an email from you following up on the refund for the order (it included the tracking information for the return- we received the order back on 1/24/25)- we responded explaining that the information was escalated. A refund was processed on 2/11/25 for $54.34 and we sent an email confirmation to you. We check returns on a weekly basis and this refund should have been processed earlier than 2/11/25. We apologize for our delay. 

  Please let us know if there's anything more we can do for this case. 

• Initial Complaint

  01/05/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a trial of the briefs from because. I did not like the product as it did not work for me. I attempted to ****** my subscription online but it told me to email the company to do so. I emailed the company explaining my issue and telling them I wanted to cancel it and not be charged. Then a few weeks later I wake up to a charge from them. I emailed them once again only to receive a generic response and then another email telling me they shipped an order. I do not want the products. I do not like them. They did not work for me. I want a refund back and I do not want to receive any more products nor do I want to ever be charged again.

  

  Business response

  01/06/2025

  Thank you for reaching out to us- our records show that you contacted us to cancel on 12/10- we tried to reach out but did not receive a response. Your request was mishandled and the first subscription order was processed- we apologize about this. We will be taking action internally and we have refunded you $42.20 for the order that was processed. Your account has been closed and you are not subscribed. 

  Please let us know if there is anything more we can do for this case. 

• Initial Complaint

  12/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was charge continuously by this company and my ********** denied all charges. Had they not caught this I would be out over ****** today. These charges are still trying to clear. I changed card numbers today so hopefully it works.

  

  Business response

  12/24/2024

  Thank you for reaching out to us- unfortunately we do not have any information on file matching the email, name, or address provided. We recommend reporting the charges to your financial institution if you believe your billing method was used without your knowledge.

• Initial Complaint

  12/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I paid $2.99 for the sample pack but got charged for a subscription service within a few weeks. I reached out to customer service through text the next morning early in the morning but didnt get a proper response. I called the customer service only to know that the order number was created and they werent able to issue a refund. This is deceptive practice as I never realized the subscription service that youll sign up for automatically when the advertising was all about the sample. And to refuse a refund despite me attempting to contact the business first thing in the morning only based on the fact that the shipping number was created is ridiculous. I would like a refund since I never agreed to sign up for the subscription.

  

  Business response

  12/16/2024

  Thank you for reaching out to us- during the sign up process we notify all customers of future orders and the trial period. We did not receive a cancellation request during the trial period, which is why the order was processed.

  As of today we have refunded $95.63 and it should appear on your statement within 3-5 business days. Please donate the order if the product cannot be used. 

  Please let us know if there's anything more we can do for this case. 

• Initial Complaint

  12/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered a $2.99 sample of the product. We have tried several and never had so many leaks. I never received an e-mail or way to follow-up and never received notification of a subsequent shipment. They sent and charged my card $50 plus and their return policies make it hard and not cost effective to return. I feel this company offers an inferior product and intentionally preys on the elderly and disabled. Shame on Backmarket!

  

  Business response

  12/03/2024

  On 11/12/24 the Starter Pack was ordered, and on 11/26/24 the first renewal order was processed. During the sign-up process we notify all customers of future orders.

  We received a chat from you on 12/02 regarding the charge for the first order and the return. We explained our return policy and confirmed the cancellation was processed. The return policy is place for us to properly track returns, and we are always happy to help with return requests via email, text, or phone call. 

  We have refunded the $41.38 that was charged for the first renewal order and it should appear within 3-5 business days- no need to return the order. 

  Please let us know if there's anything more we can do for this case. 

• Initial Complaint

  10/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Charged me ***** for an order that I didn't make. I orded a starter kit for 2.99 now they sent an order here and charged my bank for it.

  

  Business response

  10/29/2024

  Thank you for reaching out to us- our records show that you signed up on 10/07/24 for a starter pack. During the sign up process we explain the trial period and future orders. Because you did not cancel within the trial period, a full order was processed on 10/21/24. We did not hear from you until 10/26/24 to cancel future orders. 

  As of today we have refunded $77.12 as an exception to our return and refund policies. Future orders have been cancelled. 

  Please let us know if there's anything more we can do for this case. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩