Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to submit a claim regarding a refund that was wrongfully denied following a returned, damaged item.On Feb 6th 2025, I ordered a phone from BlackMarket. When the UPS driver delivered the package to my door, I immediately noticed that the package was visibly damaged. Because of the condition of the package, I refused the delivery at the door, and the UPS driver confirmed he would return the package back to the sender. This action is clearly reflected in the tracking information, which shows that the item was refused and returned to the sender.Despite the return, I did not receive a refund. Weeks later, I contacted BlackMarket's customer service to inquire about the status of my refund. Unexpectedly, instead of assisting me, they denied my refund and permanently banned my account without ************** an effort to resolve the situation, I also filed a dispute with my bank regarding the purchase, which was made through ******. Unfortunately, that process has not yet led to a satisfactory resolution.Given that I never accepted the delivery, and that the tracking records clearly show the refusal and return, I am respectfully requesting that BlackMarket be held accountable and that my refund be issued accordingly.I am happy to provide all relevant documentation, including tracking details, purchase receipts, and communications if needed.Thank you for your time and attention to this matter.

  Business Response

  Date: 04/30/2025

  Hi There,

  We're so sorry to hear about the issue with your refund. We must inform you that our team identified some suspicious activity associated with your account. To ensure the security of our customers, we take cases like these very seriously. As a result, we have blocked your access to the platform to make requests. To challenge this decision, the next step would be to contact the appropriate team at ******************************************************************. 

  Best, 

  Back Market Customer Care

  
  

• Initial Complaint

  Date:04/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a phone from Back Market under their "good" condition category, which, according to their own description, guarantees no visible scratches on the screen. The phone I received had multiple scratches across the screen and body. I contacted customer service, and they informed me I would need to purchase a second phone so I could transfer my data before returning the first. I agreed, even though this placed financial strain on me.When the second phone arrived, it also had visible screen damagea deep scratch and several smaller ones. This is now two separate phones that failed to meet the advertised condition standard, and Ive been the one stuck covering costs, transferring data, and trying to fix a problem I didnt cause.I understand the need to return items before a refund is issued. However, Back Markets system puts an unfair burden on the customer to repeatedly buy new phones and wait for refunds, even when the product sent clearly does not meet the promised condition. Their return policy doesnt account for people who do not have backup devices and are left in ******** this point, I do not feel confident continuing to order through them, as I cannot afford to keep buying phones and waiting weeks for refunds while trying to get one device that meets the condition I paid for. I would like Back Market to acknowledge this issue and offer a resolution that does not involve me repeatedly purchasing new devices. A quality check before shipping, or an alternate solution that lets me receive a working phone before having to send the current one back, would be far more appropriate.This has been time-consuming, stressful, and unnecessarily difficult. Im asking for them to stand by their own product descriptions and policies and to take responsibility for the repeated inconvenience.

  Business Response

  Date: 04/30/2025

  Hi There, 

  We're sorry to hear about your experience with both of these orders. This is definitely not our standard. The first step for both of these orders is to return both devices with each of their designated return labels. Additionally, you happened to purchase both items from the same seller. Please know that this seller has been flagged for not upholding our quality standards and will be dealt with accordingly.

  At this time, there is no alternative solution to receive a full refund before the item is returned. However, we are taking note of your experience and taking this into consideration for ways to improve our policy going forward. Please let us know if you have any additional questions overall. For questions specific to each order, we recommend utilizing your designated care agents within each claim to streamline communication. 

  Best,

  Back Market Customer Care

• Initial Complaint

  Date:04/24/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family and I have had it with this company refusing to pay us our money or return our stuff back to us. They are a scam and I have put my correct account information yet they refuse to pay me.

  Business Response

  Date: 04/30/2025

  Hi There, 

  We're so sorry to hear about the complications with your payment! Please reference the most recent email sent on April 29th from your designated care agent, ****. This email contains both the reason for the delay in your payment as well as next steps. Please let us know if you have any trouble locating this message.

  Best,

  Back Market Customer Care

• Initial Complaint

  Date:04/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a MacBook Air (Serial Number: ************* through ******************** on January 25, 2023. Recently, ***** informed me that the device is still registered under an organization through the Device Enrollment Program (DEP), which prevents me from trading it in or confirming full ownership. Although there are no visible MDM profiles on the device, Apples system still flags it as organization-managed.I contacted Apple Support, but they said they cannot remove the device from DEP and do not provide written proof of DEP status to end users. Despite multiple communications with Back Market customer service, they have refused to assist without that exact *********** ***** has confirmed they cannot issue.This is not a warranty issue. Its a product misrepresentation. I bought the device expecting it to be fully released and personal-use ready. Ive exhausted all options and am now seeking third-party support to resolve this.

  Business Response

  Date: 04/24/2025

  Hi There, 

  We apologize for the hassle you've been having with your device. Since this device is technically out of warranty, it is no longer in the scope of customer care. The next step here would be to contact our legal team at the following email address: ******************************************************. Please provide a summary of the issue and a desired resolution. 

  Best, 

  Back Market Customer Care

  Customer Answer

  Date: 04/24/2025

  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:

  Back Markets response is inadequate and avoids accountability. I am not seeking legal actionIm seeking a refund for a misrepresented item.
  
  
  The MacBook I received is flagged by ***** as still being managed under an organization through their Device Enrollment Program (***). There was no mention of this in the product listing. ***** confirmed that they cannot remove the *** flag and cannot provide written documentation of it to end users. This leaves me with a device that I cannot fully own, trade in, or resell, and potentially one that was never properly released by the original owner.
  
  
  This is not a warranty issue. Its a failure to deliver what was promised: a fully personal-use, consumer-ready MacBook.
  
  
  I am willing to return the device in exchange for a full refund. That is the only fair resolution, and one I believe any reasonable consumer would expect.
  
  
  I do not accept being redirected to a legal department over a basic consumer protection issue. Please keep this case open and visible.

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

• Initial Complaint

  Date:04/22/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The current situation. NewlyBoxed (a provider to Back Market), is not willing to send my old iPhone back and Back Market has no control over them. NewlyBoxed is now offering the original buyback of $88, so Back Market wants me to forward banking and personal info to complete the transaction. I am unwilling to give up my financial info, so Back Market needs to credit me in another way (Hyperwallet, ****** or simply credit to my credit card.), or deal with NewlyBoxed and retrieve my iPhone. I am frustrated as the original agreement/promise was if I refused the trade-in offer ($80, was estimated at $88), NewlyBoxed would send my iPhone back prepaid. I did, they did not. Better Business Bureau has over 800 complaints concerning this and similar issues. This is no way to conduct business. Please assist in this matter. Thanks.

  Business Response

  Date: 04/30/2025

  Hi There, 

  We're so sorry to hear about the complications with your order! Thank you for your patience as weve worked to get this sorted out for you. For the trouble, we went ahead and processed a credit of $88 to your Back Market Account. 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 (it's super quick and easy!) to transfer the funds to an external account, ******, CashApp, or Venmo. Please let us know if there's anything else we can help with! 

  Thank you,
  Back Market Customer Care
  

  Customer Answer

  Date: 05/04/2025

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

• Initial Complaint

  Date:04/21/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/23/25, I brought an iPhone 13 Pro Max from Backmarket and traded in my old iPhone 12 Pro Max for $296. I shipped my iPhone 12 via *** on 04/7/25 with a prepaid label provided to me by Backmarket. The IPhone was delivered to the refurbisher by *** on 04/10/25. They said they didnt receive my iPhone 12.

  Business Response

  Date: 04/30/2025

  Hi There, 

  We're sorry to hear about the issues regarding your delivery! After reviewing your trade-in order *************** we saw that your payment of $296 was officially sent to you on April 21st. Please see the attached photo for reference. If you have not already received your funds, please let us know!

  Best,

  Back Market Customer Care

• Initial Complaint

  Date:04/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1. at purchase they added a hidden cost of "quality assurance" which only appeared on the final tally below tax. this fee was not upfront and i could have easily missed it.2. at arrival the computer has 0 power. plugging in, 1% battery. did an hour of set up, then realized it was not charging. clicked on battery icon and screen tells me "BATTERY NEEDS SERVICE"this issue of a battery needing service - on arrival- shows me NO one checked 'quality" at all. not the seller and not the marketplace. the computer itself tells me that service is needed , but i paid $900 for an excellent refurbished item now to file the return, disconnect my inputted settings, take photos, pack it up and take to *** will make a total of more than 6 hours of work start to finish....and days waiting....and i have no computer, they have my $900 at least for 7-14 days, i wait to get money back and start shopping elsewhere all over again.they sent me an obviously very damaged computer - no one is checking. that means, they are 100% no trustworthy.

  Business Response

  Date: 04/21/2025

  Hi There, 

  We're so sorry to hear about the condition of your device! We are now generating a return label for you to return the device for a full refund. You'll receive within the next business day within your open claim. If you have any additional questions, feel free to ask your designated care agent within your claim for more immediate assistance. 

  Best,

  Back Market Customer Care

  Customer Answer

  Date: 04/24/2025

  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:

  They have not admitted they sent out an UNUSABLE computer, as the photo shows the computer itself displays. There is a defunct battery in it obviously.

  Shipping it to me is a big error. An error on the sellers part and an error on the part of BackMarket that charges a fee even for "Quality Assurance."

  They ASSURE QUALITY but sent me an unusable computer. 

  Now, I messaged for 5 days of volleys, simply to get the return label. After waiting for delivery, setting up a computer, to find is UNUSABLE and repacking, 5 days of message volleys to even get a label, taking it to the shipper, I have used tens of hours and they sent me an UNUSABLE computer.

  I shall be compensated for my time and efforts if they are to make this right and show that selling this computer is a major error which they are responsible for. 

   Others must be warned to avoid. I care about my community and we must take a stand against unethical business practices.

   

    Sincerely,

  
  ***** ******
  
  
  
  
   
  

• Initial Complaint

  Date:04/19/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered wireless earbuds from Back Market on 4/7 (2025). Arrived on 4/12. The condition was poor+they had a weird smell. Used them on 4/15. Left earbud did not work. It would not connect to my phone/play noise/wouldn't charge. 4/15 contacted support+continued to contact support through 4/19 (today). 4/17 spoke to ****, who wrote "Even the devices in Fair condition dont have cracks like this...looks like we might be dealing with a damaged package." Left earbud had a crack/entire case scratched/right earbud was burnt. I was asked to send pics of the box+buds@all angles. Noticed a grape-like smell again. Thought it was cleaning solution. The smell is a lithium battery leak. Told the customer service representative+was immediately transferred to *******. Was asked to send th same pics, reiterating what I just saw. He said "If we don't have these pictures, we won't be able to assist you in returning the damaged items. Once the seller has received the item, give us 3 business days to ship replacement or process a full refund. Please note that after 12 days we cant guarantee that the investigation will still be processed..." the interaction lasted longer than necessary. The customer service platform did not send any email notifications despite me activating them multiple times. Asked them to reach out by email, linking it - but no one reached out. It's unfair for me to have to keep these. If the earbuds do have lithium batteries leaking, they must be disposed of properly. I shouldn't have to keep them for this return. I searched through forums regarding this business. There are many new posts abt issues with ************, I can't directly reach the seller. When searching for the address on the box my package came in, the business listed that I just ordered from was "temporarily closed". My phone number, address, and full name were listed on the outside. The company's phone number was listed as "************" leading me to believe the company does not exist/ is a scam.

  Business Response

  Date: 04/23/2025

  Hi There, 

  We're so sorry to hear about the issues you've had with this order! For next steps, please see the most recent message in your open claim. Attached as a PDF, you should find a shipping label to return your earphones for a full refund. Let us know if you have any additional questions!

  Best,
  Back Market Customer Care

  Customer Answer

  Date: 04/23/2025

  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 and the matter has been resolved.

  In reference to my original report, I would like to request an edit - I realized I provided information that was incorrect without my knowledge in my complaint. The box I submitted and company was incorrect to this order, as I had made multiple orders and lost track of them. Although the rest of the information was correct. I don't know how to edit it on my end at this point, but I would like to cut that out as the rest of the information is still completely accurate. The customer service representative let me know, and Back Market is aware. Thank you for your help.

  
  Sincerely,
  
  ***** ****
  
  
  
   
  

  
  

• Initial Complaint

  Date:04/17/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sunday, April 13th, I visited ****************** in search of a recent Apple Watch model within my budget. After several weeks of searching across various platforms, I found what appeared to be the perfect option:??Listing Details:- Apple Watch Ultra 2 (2023)?- GPS + Cellular, 49mm?- Titanium Black with Ocean Band (Black)?- Condition: Excellent ?- Price: $325?- Seller: Swift Tech Buy??I placed the order immediately and received confirmation that the order was placed and payment processed. The delivery was estimated for Thursday, April 17th.??Two days later (Tuesday, April 15th), I noticed the order status still showed as "processing" and had not yet shipped. Concerned, I contacted Back Market customer support to inquire about the delay. I received a response from a representative named ****** stating, *********** Your order has been refunded."??This was not good news. I had not requested a refundI wanted the item I purchased.?? I returned to Back Market's site and found what appeared to be the EXACT same watch, listed by the EXACT same seller, now at double the price. I am confident this was a re-post of my original item, as the listing had not existed at that price just two days earlier.??I contacted Back Market again, explaining the situation and requesting that they honor the original transaction. Their response was that they cannot control or uphold the pricing decisions made by their sellers.Desired Resolution:I am filing this complaint against both Back Market and the seller, Swift Tech Buy, in hopes of the following:?- That the business either provides the product I purchased at the agreed-upon price, or?- Offers an appropriate resolution acknowledging the bait-and-switch-like experience.?- And that Back Market implements better seller accountability to avoid this happening to future customers.??I believe this conduct was misleading and dishonest, and I would appreciate the BBBs assistance in resolving the matter.

  Business Response

  Date: 04/21/2025

  Hi There, 

  We're sorry to hear that your order was cancelled! Please know that this matter has been flagged. Also, we understand that you'd like to continue with the purchase. At this time, we can't offer you the product since we don't own the inventory listed by our individual sellers. We can, however, assist you with a discount code to help offset any price difference with the cost of a replacement. Just let us know, and we'll generate a code for you! 

  Best,

  Back Market Customer Care

• Initial Complaint

  Date:04/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a Macbook Air 13.3 inch in March. 30, 2024, from Backmarket. Since it was my first month in the ***, I used my mastercard from ******, and I was living with my sister in her house. I used her address to receive my item, but unfortunately, I didn't receive my Macbook, which was written delivered on the status of the shipping. when I contacted the backmarket that I didn't receive the item the requested me to send proof of address, the bank card information and proof of id, after sending them these information they blocked my account and marked it as scam activity and they didn't refund my money nor I received the item and I couldn't contact them to proof this that I didn't receive the item. I have all the documents with me, and because I was new in here, I didn't know how to complain. regards

  Business Response

  Date: 04/15/2025

  Hi There, 

  We're so sorry to hear that! We must inform you that our team identified some suspicious activity associated within your account. To ensure the security of our customers, we take cases like these very seriously. As a result, we have blocked your access to the platform to make requests. To challenge this decision, the next step would be to contact the appropriate team at ******************************************************************

  Best, 

  Back Market Customer Care

  Customer Answer

  Date: 04/15/2025

  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 tried this way already, and I dont understand what suspicious activity they meant of? I am a normal consumer who tried to buy a simple MacBook and I used my international master card, is that they mean suspicious? Just to not refund they suspend my account by the name of suspicious activity? What suspicious activity have I done, you need to explain to me. I have answers and proofs one by one.

  
  

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

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