ComplaintsforBack Market Inc.

• Initial Complaint

  10/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In April 2024, ************* sold me a used ****** Pixel 6 in fair condition for $359. In June 2024, the defective battery in the device expanded to a critical point, breaking the screen in the process. The phone was under warranty through ************* and BackMarket, and all agents assured me that this was covered. I did all that I was instructed and even paid out of pocket to have the expanded battery removed from the device, and provided chat support with documentation and photos of everything. I struggled to purchase a box that I was able to ship the phone back in but did finally manage to do so in September 2024 (I did not have money at that point for a box and didnt have an empty box lying around). I waited almost two weeks after shipping the phone back to now be told in October ******************************************************************************************************************************************************************************* the warranty and am now being told will not be covered. So now, Im out $359 for the phone, unable to use that phone, they refuse to replace or repair that phone, and I cant get a replacement or do anything else on my own. *** never had any issue with sellers on BackMarket before, Ive bought many items from BackMarket and theyve provided stellar customer service up to this point, but the mishandling and denial of this warranty after being told that it was covered is heartbreaking and upsetting, to say the least.

  Customer response

  10/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while their resolution has not been wholly what I was promised, I find that the resolution they reached is satisfactory enough to me and the matter has been resolved.
  
  Sincerely,
  
  * ***********
  
  
  
   
  
  

• Initial Complaint

  09/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Transaction date is February 29, 2024 I ordered iPhone 11 64GB from Back Market, but the phone was not delivered.I sent several emails to the company but no reply from the company.I sent a letter on June 18, 2024, but received no reply from the company. The letter was sent to ********************************************** Order # *******. The amount involved is $400.64. The phone is to cost a total of $200.32 but it was not supplied, and the company went and took another $200.32 from my credit card making a total of $400.64 and still did not supply the phone.

  Business response

  09/27/2024

  Hello There,

  This order was refunded in full on 3/8/2024. 

  No further refunds are required or will be issued as there is no double charge. The customer has not reached out in any effect since the order was purchased.

  If you need any other assistance, please call our customer support line at: ***************

  Thanks and have a nice day.

  Back Market Customer Care

• Initial Complaint

  09/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 09/10/2024, I ordered a ******* Galaxy S21 from the online website ********************** for a total of $264.32. The item was listed in "Excellent" condition. Upon arrival, the rear camera was cracked. If the item had been marked in any condition other than excellent, I would have accepted it and had the repair performed myself. Due to the item being incorrectly marked, I attempted to return it. I apparently applied the wrong return label, so the item went to a wrong destination, and was sent back, I IMMEDIATELY re-mailed the item to the correct seller. On 09/26/2024, I received a partial refund for the phone, stating "appearance issues" as the rationale for the partial refund. I never used the phone. The phone was in the same condition it was when originally received. I want to complete refund for the phone.

  Business response

  09/27/2024

  Hello There,
  

  We are very sorry to hear about this issue. We see that now the total refund of $264.32 has been issued. Please let me know if you have any other questions about this.

  We appreciate your patience.

  Thank you,

  Back Market Customer Care

   

• Initial Complaint

  09/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 9/16/24 I received a trade in offer of $3,827 for my iPhone 13 Max **** I accepted the trade in for this price, so I deleted everything off of my phone & followed the steps provided by the site to continue with my trade in. I checked my email today and received an email saying that they had made a mistake in the quote price they had given me. I have already deleted everything off of my phone, ordered a new phone from *****, and packaged my phone up for shipping it out. This feels very unfair because I followed the necessary steps to receive my trade in, but now they are saying it cannot be honored due to an "error in the proposed price". Although it may have been an error on the business' site, this has caused a huge inconvenience.

  Business response

  09/26/2024

  Hello There,

  We are very sorry to hear about this issue. Unfortunately, we cannot honor the seller's offer for the device as this was not a valid offer due a glitch with this seller. Since the phone was not shipped, we cannot payout the trade-in offer and have instead cancelled it.

  We apologize for the inconveince this may have caused you. If you have any other questions, please feel free to call our customer support phone number at: ***************

  Thank you!

  Back Market Customer Care

• Initial Complaint

  09/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a phone from BackMarket on Friday, Sept 20. I was charged $932.42. "The phone" shipped in a timely manner and required signature so I went to *** to pick it up. Upon claiming my "phone" - the flimsy package (this is their biggest mistake, it needs to come in a box that has some protective seal) was already open and nothing was inside. *** told me I needed to sort it out with the seller even though it NEVER left ********* I contacted BackMarket immediately and spoke with someone live. They mentioned they would send me a form so I could get a refund, but sent some bullet point questions. I answered all of those within a few hours and included all the requested imagery, including a picture of my driver's license.Of course that didn't do it??? - they then asked for my passport? my bank details? proof of address? - that's when my red flag when up. I am feeling like they never shipped a phone and they are trying to steal my information. I am incredibly upset by this whole experience and need a refund ****. I have no phone in my possession, yet they have my money. Unjust.

  Business response

  09/26/2024

  Hello There,

  We are so sorry to hear about this issue. For the trouble, we have issued you a full refund now. Your refund of $932.42 will be credited to your original payment method. In the case of a full refund, you'll also receive Back Market fees you were charged. Please note it can take a few days for the funds to appear in your account depending on your payment method and bank.

  We appreciate your patience.

  Thank you,

  Back Market Customer Care

• Initial Complaint

  09/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I accepted a trade in offer for my old iPhone from this business that offered "Guarantee" all over every single email and advertising they sent me. I sent my device in for trade, and the day the new iPhone released, they sent me an email saying they would no longer offer me the trade in value they guaranteed and cancelled my order/will send my iPhone back to me. Claiming it was some "technical issue" in one email, and that the refurbisher that they had me send me phone to is suddenly non-existent anymore. (Convenient how when the new iPhone releases, usually resulting in older models becoming less valuable, they decided to go back on all their guarantees.) I still don't have my phone I sent in back, and they are telling me to do a new trade in value for half of what they guaranteed me to begin with.

  Business response

  09/25/2024

  Hello There,

  We are very sorry sorry for the trouble. However, there was a technical glitch with the seller who attempted to purchase your trade-in device. This has been resolved and this seller has been removed. However, since the device was sent back to you, we cannot honor the incorrect amount they offered as a part of this glitch.

  We apologize for the trouble this may have caused. If you would like, you can set up a new trade-in order on our site for this device.

  Thank you,

  Back Market Customer Care

  Customer response

  09/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  You initiated a return on my device to avoid honoring the guaranteed trade in value. A technical glitch seems like a cop out to avoid paying out your guaranteed trade in value  

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* ******
  
  
  
  
   
  

  Business response

  09/30/2024

  Hello There,

  We do apologize for the trouble this may have caused, however, we cannot honor the original offer for this trade-in due to the system error. If you would like to pursue this any further, you must email our legal department at ******************************************************

  Thank you,

  Back Market Customer Care

  Customer response

  09/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

  The business is essentially saying Haha ***** to be you. We wont honor our guarantee but feel free to reach out to our lawyers who will find loopholes to protect us so that we can continue scamming our customers. I shouldt  have to sue to get a businesses promise if a GUARANTEE. Complete waste of time. Hopefully this business will phase itself out as they s**** over their customer base like this.  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* ******
  
  
  
  
   
  

• Initial Complaint

  09/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Contacted them on September 6 about my iPad not working. I was still within the year warranty so I let them know everything that I had going on with the iPad. I sent the iPad back and then I also sent a follow-up message letting them know that the account that I purchased the iPad with is no longer active, so I asked if it could be sent another way. He said if the card is no longer active, then it will be sent to the correct card. I corrected him and let him know the account itself is no longer active. And I said hey, could it be sent as a credit or a different card. That was on September 13. The next day I got a response they will look into it . The next response I get is on September 18 where theyre saying hey were refunding it to your original payment. I reached back out and say hey, I contacted you guys ahead of time to let you know that wasnt a good option for me. And from there Ive just been blown off the last message I got was today with them basically saying hey give this letter to the bank and, theyll work it out from there. The bank is saying that they rejected the refund. And Im getting a lot of pushback from the bank because I no longer have an account with them. My issue is all this couldve been avoided. Listen to me in the first place I even offered for them to just give me a credit Refund money. Because I already knew the amount of stress that I would have to go through with dealing with the bank thats why I close my account with that bank. So for the past week, Ive been going back-and-forth about this refund when all of this couldve been avoided. Had they listened to me early on. If they couldnt send it back to another payment method OK cool thats why I gave the option of a credit. But their customer service is so poor that they didnt even care.

  Business response

  09/25/2024

  Hello There,

  We are very sorry to hear about this issue. I understand your position, and we were about your situation; however, we could not anticipate, and that is why we informed you that if your device could not be repaired, a refund would be made, and we would escalate your case since you no longer had that payment method active.
  
  On the other hand, it is important to remember that you must utilize your new or existing bank account to facilitate the transfer of funds from the previous account. I will conclude this conversation once more, as the required information has been shared and there are no further additions needed.

  Thanks for your patience.

  Back Market Customer Care

  Customer response

  09/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Im still actively going back-and-forth with the bank. My biggest complaint in regards to this situation was that I was ignored. I gave two separate options in regards to the situation and you guys still chose the option that I did not want. It was the communication aspect that failed. I said either a credit or it being sent to a different account and you guys still chose the option that I was not comfortable with and the reason I wasnt comfortable with is because Im still actively having to go back-and-forth with the bank about this refund. I know you guys feel like you resolved the situation because you refunded me. However it gave me another headache, this couldve all been avoided with a credit instead of a refund if sending it to another account was not an option.  And those were options I stated in the very beginning. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******** *****
  
  
  
  
   
  

• Initial Complaint

  09/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Phone sent in for trade in. 7 business days since its received. Policy posted on black market says 2 days to receive offer 5 days to get paid both statements are blatant lies. 7 business days and no offer of cash. They took my phone and I have not received payment or offered any money. Call customer service and they say oh we will look into it, stuff happens. No manager available to talk to, extremely rude and unhelpful personnel. Spend more money and dont get ripped off at this criminal Organization.

  Business response

  09/25/2024

  Hello There,

  We are very sorry to hear about this issue. 

  Can you please provide the order number and email address associated with this order so we can look into this for you?

  Thank you,

  Back Market Customer Care

• Initial Complaint

  09/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a refurbished iPhone 12 from Back Market on 8/28/24, specifically from their seller Electronic Deals. I received a phone that was in "Fair" condition rather than the "Good" condition I paid for, with scratches on a screen that was supposed to be flawless on 8/31/24. I took several pictures and sent them to them, and they agreed I could return it, that it was not in "Good" condition. Although the phone came on when I received it, once I plugged it in to charge it, it would not accept a charge. I notified them that I had scratches as well as a phone that would not charge on 9/1/24. They gave me a return label. I did not drop it, damage it, get it wet, or try to repair it in any way. From the very beginning, I received a phone that would not charge and thus became a brick after a few hours. I sent it back with the label provided, on 9/4/24. On 9/6 I heard that it had been received by them. On 9/10/24 they gave me a tracking number, with no other information, and I thought they were sending me a new phone. On 9/11, after it was already in the mail, they let me know the service techs had decided that I had dropped the phone. When I received the phone on 9/12, I realized the phone had a larger crack than when I sent it back and must have been damaged in shipping (or by Electronic Deals). I sent it back with more padding than they used when they sent it to me. I did not break the phone. It has never worked. I have pictures pre-crack as well as a record that I told them on 9/1/24 that it would not charge before I sent it back. Their only solution is that I can spend even more money on it to repair it and then try to resell it to them, which frankly sounds like a scam. I pay over $300 for a phone that doesn't work, then pay to repair, then sell it to them for a fraction of the sales price and they get to keep my $300 and whatever they can sell it for again (another $300?). I would like them to refund my purchase. I'm happy to resend them the brick.

  Business response

  09/19/2024

  Hello There,

  We are very sorry to hear about this issue. For the trouble, we have gone ahead and issued you a full refund now for this order. Your refund of $301.14 will be credited to your original payment method. In the case of a full refund, you'll also receive Back Market fees you were charged. Please note it can take a few days for the funds to appear in your account depending on your payment method and bank.

  We appreciate your patience and apologize again for the trouble.

  Thank you,

  Back Market Customer Care

  Customer response

  09/19/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************************
  
  
  
   
  
  

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 6th i shipped an iphone 13 pro max in flawless condition to a back market refurbisher . I was notified the package was delivered to its location and signed for, that was September 11th. The back market website states trade in take two business days to be appraised and accepted by the refurbisher. Its now September 18th and iv had to reach out to back markets customer service number twice . I was assure once by one *** on September 15th that it would be processed and handled by back market in two business days , if there was no response .Well here we are i reached out again , this afternoon on the 18th and was told on the phone by a back market *** to give them more time . And to wait now another 3 days. Honestly i wont hold my breath, i feel like my trade in has been stolen , as well as my sensitive information needed by back market to receive a payout from my trade in. They have yet to act within the policy on their site. I feel like im getting the run around and a little swindled. Not a great first experience, have to jump through hops to get them to hold up their service offerings.

  Business response

  09/19/2024

  Hello There,

  We are very sorry to hear about this issue. For urgent assistance with receiving your payout, we recommend contacting our customer support phone number about this issue. You can reach us at: ***************

  Please let us know if you have any other questions about this.

  Thank you,

  Back Market Customer Care

  Customer response

  09/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Iv already called that number twice , and the agents both just told me to wait , its now been 8 days, and according to your policy . Once the refurbisher receives your device, they have 2 business days to check and make sure that it matches the assessment. If everything checks out, the refurbisher will process the payment immediately. Youll see the money appear in your bank account within 3-6 business days, depending on your bank. 
  

  that did not happen so i reach out and back markets response was   Hello iTek, I hope this message finds you well. This is *********, from Back Market ************** According to the Quality Charter, you must process an order within 2 working days after receipt. Can you please process this order within 1 business day? If not, the sale will be deemed complete and the payment of your first bid price will be triggered in your name and on your behalf. Sincerely, *********, Back Market **************

  no response from the 3rd party or back market i reach out again and im told to wait another 2-3 days. 

  iv had to call twice to get any kind of communication anybody, after their waiting period. Im not gonna call a number , for a third time when iv completed my part of the agreement when iv done everything on my part, and maybe above and beyond to get any kind of update after waiting their wait times. i do not feel confidant,  that back market will give me any information other than to wait. My trade in status still remains the same on my account.  As of 9:30am sept 19, 2024. 
  

  Back market has yet to meet any of the deadlines they outline for themselves in their policy, or the wait times i was given by their reps. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** *****
  
  
  
  
   
  

  Business response

  09/20/2024

  Hello There,

  Sorry for the continued delays here. Can you please provide the order number and email address associated with the order so we can check on this for you through this platform?

  Thank you,

  Back Market Customer Care

*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. ↩