ComplaintsforBack Market Inc.

• Initial Complaint

  07/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a phone from Back Market - they have a 30 day return policy. Back Market refurbishes phones. I had done a lot of research and online there are many reports of the phone arriving with slight cosmetic defects, etc.When the phone arrived, there was a crack on the back and also pressure damage on the front. Aside from this, the phone was too heavy and too large for what I needed - I never brought it out of the house. I went through the return process as outlined online.I returned the phone within the 30 days as required per their policy. They asked in the return process if I damaged it and I said no, because I didn't, it arrived that way.When the phone returned to the company they denied my return because of the damage. I explained to them that it arrived damaged to me. I included pictures of the damage when I returned the phone - there was nothing that I was hiding.Even though there is a 30-day return policy, they told me that if there is damage, THAT has a different window of time that it needs to be reported - this is not something that is ever expressed through the duration of the purchasing process, only the 30-day return policy.They do not have any proof that the phone was not sent with damage.It now seems clear that the phone was damaged in transit from the company to my house. So, I filed a claim with ****** ***** cannot proceed without a waiver from BackMarket saying that they are not filing a claim - which they aren't because they have my money and sent me the phone back.They are refusing to supply a waiver because the window for them to do an investigation has closed, however I have been trying to work with them on this for over a month and they could have done an investigation but they refused so I am not sure what to do from here. I'm out $800 and they will not help and never said anything about "if it arrives with damage there's a different window for telling us to receive help"

  Business response

  07/31/2024

  Hi There,

  We apologize for all of the inconveniences this order might have caused! Please know that this is not the experience we want for our customers.

  We've reviewed your ticket and can confirm you reported the damages in the appropriate amount of time. Please find our return instructions and next steps in your original ticket in Back Market. Let us know if you have any trouble accessing those messages!

  Thank you,

  Back Market Customer Care

  Customer response

  08/01/2024

  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

  07/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  A couple of weeks ago, I saw that Playstation Direct was doing a promotion with Back Market for trading in an old PS4 and getting money plus a $50 voucher to purchase a new PS5 directly from Playstation. It says in the description "PS4 Trade-in must be initiated from **********************************************************, and PS4 must be shipped to Back Market refurbisher by September 30, 2024 to be eligible for $50 voucher. $50 voucher will be sent by Back Market after trade-in is complete." I met all of the requirements, and on 7/26 got an email that my trade-in was confirmed and my payment was pending. After speaking to a Back Market agent on 7/26 I was told there was a slight delay and that they were working to get me my voucher by the end of today, 7/29. This did not happen, so I called their support line again and spoke to a different person who said there has been site-wide voucher delays fro many customers, but that it was due to **** themselves not issuing the vouchers to Back Market. I contacted **** support, and they told me they have absolutely nothing to do with issuing out voucher codes for this promotion. I am not sure who is lying, but it does say on the promo site that Back Market is the one who issues it. I just want the code I was promised and this feels ridiculous,

  Customer response

  07/30/2024

  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

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company has not completely verified all their sellers. One seller I recently purchased from through Backmarket is very dishonest:Bes Traders/ Wise Smartphones Other reviews have said similar and have lost substantial time and money due to their poor oversight.I'd like an apology, a refund, and to see this seller removed.

  Business response

  07/25/2024

  Hello There,

  We are very sorry to hear about the delay with your refund. For the trouble, we have processed a full refund for you now. Your refund of $566.01 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.

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

  Thank you,

  Back Market Customer Care

  
  

  Customer response

  07/25/2024

  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

  07/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The ** website states that customers can speak to a (human) representative "every time" and yet I find there is NO customer service number to call or way to leave word to have a call back by a representative. This is misrepresentation and from a customer perspective, this "sucks."I wish a call to my cell, ************ because I have a question unlisted and unaddressed by the provided options on the website "Ask for Help".thanks,***********************

  Business response

  07/24/2024

  Hello There,

  We are very sorry to hear that. You can call our customer support line at: ***************

  Thank you!

  Back Market Customer Care

• Initial Complaint

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sent in my ps4 as a trade-in to upgrade to a ps5 recently. I googled the model number and thought I was sending in a ps4 pro but in actually the refurbish place in ******** stated it was a ps4. Ok that's my mistake and accepted that so they sent me a counter offer for 40 dollars less for only 90 dollars. I refused the counter offer so I am suppose to have it delivered back to me free of charge.I replied back stating I would take 110 for my ps4. They replied their offer was final. I replied to their message online stating they were crooks for giving me that low of an offer and nowhere could they get a ps4 for ************************************************************************ He then said I was being salty and accused me of me deceitful and that they caught on to whatever I was doing and sent a tracking number. I was ****** at this point and told them I was not trying to deceive anyone becuase I thought the model I had was a pro. I called them crooks at this point and told them fu. He then tells me if i cuss at him again they are going to keep my ps4. Plain as day in the message stated they are going to keep my ps4. That is prrof these guys are crooks. My tracking number no longer works so I guess they decided to steal my ps4 now.Date of experience: July 19, 2024

  Business response

  07/22/2024

  Hello There,

  We are very sorry to hear about this experience. We have gone ahead and escalated this issue along to the appropriate department. An agent will reach out to you shortly within your claim.

  Thank you,

  Back Market Customer Care

• Initial Complaint

  07/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an Iphone 11 pro on 06-16-24.***** showing it was out for delivery even though Back Market/Liberty ********** stated it was delivered on *****. I contacted ***** and they stated the package was at their *****, AZ facility and undeliverable as it was badly damaged and missing. Filed claim with Back Market on *****. I was advised that since ***** shows still out for delivery they could do nothing. I suggested they reach out to ***** as per ***** they stated Back Market/Liberty ********** would need to file a claim first. ***** Back Market responded stating they are still waiting for updates from *****. ***** I provided Back Market with photos updated to ***** website showing the damaged product. ***** Back Market advised asked if this was my photo and upon confirmation he will inform me of the next steps. I clarified that these were from ***** and ** asked me to ***** them some time to investigate. ***** I was advised that they will open an investigation and asked me to fill out a claim form. ***** They are now asking for copies of my drivers license ***** I asked for a phone number to contact a manager which was ignored and asked if they contacted *****. ***** I forwarded a copy of the license. ***** I was advised they would be issuing the refund within 1 day. ***** I asked for status of my refund and was advised it could take up to 5 days. ***** received another email stating my refund for $279.06 has been credited. The amount that I paid was $332.04 On ***** I was advised that they could not process the refund as I had filed a dispute with my bank. They then asked me to cancel my dispute. I contacted the bank on ***** and was advised that they could issue the refund through the dispute/claim. This information was also provided to Back Market. I was finally able to locate a phone number and talked to someone who stated there are no supervisors available but someone will email me back. The company needs to arrange a refund with my bank.

  Business response

  07/19/2024

  Hello There,

  We are very sorry to hear about this issue. Thanks so much for your patience while we looked into this for you! For the trouble,  I went ahead and processed a credit of $332.04 to your Back Market Account - you should be able to see that by the end of today. To find it, just sign in to your account and click "Other" at the top right of the screen. From there, you just need to complete the Hyperwallet signup (its super quick and easy!) to transfer the funds to an external account, PayPal, CashApp, or Venmo.

  Please let me know if there's anything else I can help with.

  Thank you,

  Back Market Customer Care

• Initial Complaint

  07/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to file a complaint against Amazing Wireless LLC, located at *************************************. This is an approved seller on Backmarket. The issue I am experiencing pertains to a refund that I am rightfully owed but have yet to receive.Details of the Transaction:Date of Purchase: 5/15/24 Order Number: ******* Item Purchased: iPhone 15 Pro 256GB - Blue Titanium Total Amount: $964.79 On 5/15 I purchased a preowned iPhone 15 Pro from Amazing Wireless LLC on Backmarket which I thought was a trustful website. I decided to purchase new bc the item didnt even come with an apple certified charging cable. I start the return.My wife must have accidentally swapped the labels between two different shipments, resulting in the wrong items accidentally being sent. I was told in chat it was a simple mistake, later my wrongly labeled package delivered back to me. I repackaged and printed the label and made sure myself that the correct label and everything was there and in order. I even made sure to ask for a receipt when I shipped it from staples.My account was then wrongly closed because I didnt reply in time? I fixed the issue without responding and made sure I returned the item back to Backmarket / Amazing Wireless. Now I have no access to my account but I know for a fact the iPhone was returned and received by Amazing Wireless and they are refusing to refund for the returned items. I followed the companys return policy and sent the items back on 6/3, with tracking number ****************** and staples drop off receipt which confirms the items were returned and delivered back to Amazing Wireless LLC I am seeking a prompt resolution to this matter. I request that Backmarket or Amazing Wireless LLC issue the refund of $964.79 immediately. At this moment they have the returned item and my money and I am left with nothing. Backmarket is letting AW get away with this. They have a one star review on BBB Thank you for your assistance in resolving this issue

  Business response

  07/18/2024

  Hello There,

  We are very sorry to hear about this. Unfortunately, your account has been escalated to our fraud department for review for suspicious activity.

  For more information and assistance in regards to your account, please contact our legal team at ******************************

  Thank you,

  Back Market Customer Care

  Customer response

  07/22/2024

  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]

   I have contacted multiple departments and still have had no resolution. I sent legal another email. I had a response from Amazing Wireless as well and they said to contact you. I feel like im just being passed around when I rightfully returned and need refund for my returned items, 

   

   

   

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

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

  Business response

  07/25/2024

  HI There,

  For context from our fraud team:
  
  "The seller received package from **** customer modified return label and shipped it to Dollar General store. The tracking number on the label is ******************, but when we scanned it gave us this one ****************** which is a return tracking number for order number *******. The order is for (******** ***** ******). The package does not have the phone, it has a hair band."

  You can contact our customer support line at: *************** for more information on the fraud investigation from our team. However, we will not be refunding this order or unblocking your account at this time due to the investigation conclusion from our fraud department for this return for your account assoicated with email address: ***********************

  Have a nice day!

  Back Market Customer Care

  Customer response

  07/26/2024

  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]

   THE ORDER WAS RETURNED! CONTACT AMAZING WIRELESS I RETURNED THE ***** USING THE CORRECT LABEL. IT WILL HAVE MY NAME ON IT. I JUST NEED YOU TO CONTACT AMAZING WIRELESS TO CONFIRM THEY RECEIVED THE **** AS OF RECENTLY. Also you told me to contact ****************************** and they told me they cant help me with my issue.

   

   

   

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

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

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We've been in possession of this phone since 4/12/2024. The screen recently began glitching with multiple green areas and lines that randomly appear across the phone. See pictures for green screen issues. Upon contacting back market, the case was reviewed and we were ultimately told the warranty would not cover this as it's "physical" damage. As shown by photos, the phone is in a case with a screen protector. The phone is in the same physical state as when it was first received. Back market being phone gurus, should know if they did their homework the "green" screen has been a common occurrence across I phone 12 and 13 platforms. Apple and phone tech people contribute this to software glitches and/or hardware malfunctions, which should be covered under back market warranty. There are even previous complaints to BBB about green screen with zero damage to phone. Spent a lot of money to have this phone for only 3 months and back market won't stand behind their warranty. Looking for resolution to this problem.

  Business response

  07/19/2024

  Hello There,

  We are very sorry to hear about the trouble here. Thanks so much for your patience while we looked into this for you! For the trouble,  I went ahead and processed a credit of $258.94 to your Back Market Account - you should be able to see that by the end of today. To find it, just sign in to your account and click "Other" at the top right of the screen. From there, you just need to complete the Hyperwallet signup (its super quick and easy!) to transfer the funds to an external account, PayPal, CashApp, or Venmo.

  Please let me know if there's anything else I can help with.

  Thank you,

  Back Market Customer Care

  Customer response

  07/22/2024

  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

  07/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On June 24th I ordered a reconditioned phone from Back Market.As you can see in the first attachment it was supposed to "arrive between 06/27/24 and 06/28/24." It's now July 16th and the phone has not arrived. I have contacted Back Market several times to advise them that it has not been delivered and that the **** is showing the package traveling all over **** and ********, but never to my house. It spent a full week at one facility (********, **) with no update.When I most recently called and sent a message to them they claimed that "their policy is the package has to have 6 business days in one location with no update before they will open an inquiry." It has now been 23 days since I gave Back Market $241.99 for this phone. It is not my fault that something has gone wrong and yet Back Market still refuses to accept responsibility and issue a refund to me, even though the **** site is showing this phone is lost in a never-ending loop through their system, having already been to 6 different **** facilities.Here is the **** tracking link (I also included a screen capture of the full status since the order was placed through today): *************************************************************************** I do not believe it is proper to hold my money hostage in perpetuity while we wait for **** to fix what seems to be an unfixable problem. My local **** facility said that "something critical is wrong, and there's no way to know what that is."I want my money back. Thank you.

  Business response

  07/19/2024

   

  Hi *****,

  We are very sorry to hear that you've had a difficult experience with this order. We apologize for this immense inconvenience and have made a refund of $237.73 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 for the trouble this may have caused you. Please let us know if there's anything else we can help with.

  Thank you,

  Back Market Customer Care

   

• Initial Complaint

  07/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On June 9th,2024 , i decided to finally buy my first refurbished iPhone from BackMarket but I returned my iPhone because it did not meet the "Excellent" condition I had selected; it arrived with two chips on the front glass. I sent it back to *** for return the very next day. Tech Plug Electronics was the seller from BackMarket (THE **** LLC - 198B Market St - ***** ***************************, EIN *********) claimed that there was no iPhone in the box when they received my returned box that BackMarket provided along with the label.I provided BackMarket with a picture of the item I returned, the tracking number, and proof from the *** driver who scanned the package. Despite submitting all this evidence, BackMarket suspended my account. Consequently, I had to involve PayPal, and I am now waiting for a resolution.Buyers beware: BackMarket has proven to be unreliable, and I would advise avoiding them. Tech Plug Electronics also appears to be untrustworthy and potentially engaged in fraudulent activity. I requested proof from BackMarket that Tech Plug Electronics reported the iPhone as missing or stolen, but I only received a generic response and no substantial evidence. I submitted all the necessary proof, including a picture of the *** scanner and the address where it was scanned.Please help me get my refund from Backmarket as they suspended my Account 7/11/2024. I can no longer sign in to grab more information .

  Business response

  07/19/2024

  Hi ******, 

  We sincerely apologize for all of the hassle you've experienced with this order. This is definitely not the experience we want for our customers.

  I've reviewed your ticket and have escalated it to the appropriate department. The last step we need before reaching a solution is an additional form of picture ID. We've made the request in your open ticket in Back Market, so please respond there. 

  Hoping to reach a resolution for you soon!

  Thank you,

  Back Market Customer Care

  Customer response

  07/21/2024

  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:

  I still don't have access to my account or have had any update about my investigation of the iPhone. I still do not have access to my account as of 7/21/2024

   

   

   

   

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

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

  Business response

  07/24/2024

  Hello There,

  We apologize for any confusion. We have gone ahead and unblocked your account associated with email address: ************************. For the refund, since, it will not process due to multiple chargeback attempts, we have issued you a credit request that can be transferred to your bank account. I went ahead and processed a credit of $416.04 to your Back Market Account - you should be able to see that by the end of today. To find it, just sign in to your account and click "Other" at the top right of the screen. From there, you just need to complete the Hyperwallet signup (its super quick and easy!) to transfer the funds to an external account, PayPal, CashApp, or Venmo.

  Please let me know if there's anything else I can help with.

  *** from Back Market

  Customer response

  08/02/2024

  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,
  ****** ****
  
  
  
   
  
  

*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. ↩