ComplaintsforBack Market Inc.

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a ******** Edge/2022 256gb unlocked phone on 3/28/24 received on 4/2/2024 .I received a phone that was not unlocked to all networks as it would not qccept one of my sim cards purchased so I purchased another network card , , it also had slight scrapes on the side buttons and they were a little stiff to use however I appreciated I was buying a refurbished product so accepted these slight issues , got a new sim and was happy with my purchase .I had the phone for around 6 weeks , I started to notice a small black spot in the bottom right corner of the edge lights , no matter it wasn't affecting performances and I considered as it was small it wasn't important. By 20th June the spot spread and the right side of the device edge lights started to look like they were bleeding out small lines .I reached out to back market with my concerns that the phone had not been repaired correctly by FastCo .I had conversations with back market over several days then the device was also freezing and the screen would not respond at all .I attempted advised resets which didn't help at all .and these issues resulted in my shipping the item back via a *** label received from seller.The claim is a 3 day turnaround for mobile phones .I was not contacted at all from June 28th to July 8th at which point I reached out to them online via back market chat , several conversations have occurred with the seller FastCo claiming to have checked the device and that my warranty was invalidated due to dropping .I informed back market via phone and message chat that the phone was never dropped by me and has been in protection case since receipt .In hindsight that the buttons , black spot and lines all appeared on the right side of the device suggests the phone had been dropped prior to their repair and resale and doesn't appear to hsve been correctly resolved .causing it to fail on me a short period after purchase .My requests for a resolution are being ignored thus far, Awful .

  Business response

  07/16/2024

  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.  Your refund of $180.83 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

  07/16/2024

  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

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used cell phone from this company on the basis of their 12-month warranty. After about 7 months with the phone, a small defect appeared on the screen, but as it was minor and I didn't want to have to erase the phone and send it in, I just lived with it. A few months later, the phone stopped connecting to the network. I sent the phone in for repair, along with photos of the phone including it's rugged case that it lives in (note the receipt for the case is from when I bought the phone and look at how protective the case is). The "seller" denied the claim because the phone was scratched, which, they claim, "might" have caused the damage. Despite the warranty expressly saying that "it is the Seller's burden to DEMONSTRATE" that the defect was caused by abuse, the fact that a phone (which I bought used) has a chip on the case of less than 1/4 cm is being pointed to as a reason they will not repair the phone. This renders the warranty of the phone useless from day 1, as the company's own condition guidelines allows them to sell me a phone that ALREADY has small scratches and chips on it, and if it ever fails, just say that it isn't covered by a warranty. This is a complete scam.

  Business response

  07/12/2024

  Hi *******,

  Thank you for contacting us! We understand your frustration and have investigated the situation. After our technical experts reviewed your claim an additional time, they declared that the warranty exclusion stands. We understand that this decision might seem a bit harsh due to the size of the crack, but as it turns out, Back Market does not have a mixed-warranty repair strategy (in-warranty issue + accidental damage unrelated to the issue).

  Back Markets warranty explicitly excludes all accidentally damaged devices from warranty coverage. Even if the device is not working, if it is damaged, it is no longer covered by warranty. Since the seller showed that the device has a damaged display, it officially excludes the unit from warranty service. Lastly, since the issue was reported 11 months after the item was successfully delivered, there is an implication that the item was initially working upon arrival. 

  For more clarity, this help page specifies what is considered a warranty exclusion: *****************************************************************************************************************************************
  

  We're sorry that we can't proceed with the repair, but if there's any other way we can help or provide clarity, please let us know. 
  

  Thank you,
  

  Back Market Customer Care

  Customer response

  07/16/2024

  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:
  
  Hello.  Thank you for your response.  It seems you may have received some incorrect information, or perhaps there was some confusion with another case.  Let me please clarify.
  1.  I sent my phone in to have a defective cellular antenna repaired.
  2.  The screen of the phone is in perfect condition.  As I mentioned the phone has had a case and screen protector on it since new.  Please see the screenshot with proof of purchase for these items.
  3.  The only think that isn't in perfect condition on this phone is that some of the green paint on the sides of the phone is wearing away.  This is what the seller claims caused the antenna to fail.  Peeling paint is a known and common issue on the S22 Ultra.  Please see the enclosed screenshot showing over 50+ reports of this on one website alone.  But, to be clear, I wasn't asking for the paint to be repaired.  I don't care about the paint, but I do care about the cell service working and so I requested the antenna be fixed.
  4.  Contrary to what the business asserted, the warranty does not exclude coverage for all phones that are scratched or have any signs of wear.  The warranty does state that a Seller is not required to repair a defect if the Seller can demonstrate that the defect WAS CAUSED BY an accident or damage to the phone.  Please see the exact language from the warranty below.  It is ludicrous to state that peeling paint has caused the cell antenna to stop working.
  What is not covered? 
  ************ Warranty is excluded in the following cases : 
  Product that is oxidized, 
  Damage or failure arising out of an accident, 
  One or several components of the Products were manipulated by the Buyer or by a third party not authorised by the Seller in connection with the defect for which the Buyer seeks warranty coverage, 
  Damage or failures arising out of a misuse, abuse, neglect, mishandling,misapplication, faulty installation, improper maintenance, improper voltage supply, 
  Loss exceeding the original value or replacement value (whichever is the lesser) of the Product 
  Damage or failure arising out of interference from or with other electronic devices, alteration, firmware flashing, bios flashing.
  ************ Warranty does not cover Products purchased outside of the 48 contiguous *************. Any Product returned to Seller that is not covered by the Limited Warranty may be rejected, returned at your cost (subject to prepayment) capped to 5% of the price of the Product, or kept for sixty (60)days for your pick-up and then disposed of in Sellers sole discretion with no further liability or obligation to you.
  5.  The express terms of the warranty also require the Seller to demonstrate that the failure of the cellular antenna arose out of an accident or misuse of the phone.  In this case the seller has made no attempt at all to explain how the peeling paint has caused the antenna to fail.  Instead BackMarket is claiming that a phone with peeling paint is not covered by the warranty at all, without pointing to any specific provision in their warranty that says a phone that has scratches is completely excluded from the warranty, even if something unrelated stops working.  And, to be clear, I am not asking for the phone to be repainted.  The paint is purely cosmetic.  I just want the working parts fixed.
  Here is the exact language quoted from the warranty:  It is the Sellers burden to demonstrate that any damage is either not covered by this Limited Warranty, or was not a defect in the Product that existed at the time of delivery.
  ****** has not attempted to meet this burden in any way.
  I would reiterate my request that I receive a refund for the phone, or the phone be repaired to fully functioning condition.  Frankly, given how they have jerked me around and intentionally or unintentionally mischaracterized the terms of their warranty, I think they should probably also give me a sincere apology and a sizeable gift certificate.
  Thank you for your kind assistance.

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

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

  
  
  
  
  
   
  

  Customer response

  07/23/2024

  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:

  Hi.  Thank you for your response.  My preference would actually be to resolve this without going through the legal department.  I've learned that your customer service team was not looking at the latest version of the full warranty posted on the site.  I think the language of the warranty should resolve the issue.  Specifically, the warranty states that only cases where the specific damage requested for repair is "arising out of an accident" is excluded.  **************** was under the mistaken impression that a phone with any damage to the paint had its warranty terminated.  The warranty also states "It is the Sellers burden to demonstrate that any damage is either not covered by this Limited ********** **************** further stated that the Seller had not shown that the cause of the defective antenna was an accident (As for your antenna, the best way to pinpoint the cause is to get a professional assessment.).  

  I asked if **************** could please check that they were looking at the current version of the posted warranty and to check with legal if they were unclear that the warranty terms were as I described.  I await your response as to: A) whether the current version of the warranty is as I've set forth here; B) if Seller demonstrated that the defect in the antenna was caused by an accident.  If Seller has provided any test or demonstration to Backmarket, I would request that you kindly share it with me.  Thank you.

  
  

  This Limited Warranty is excluded in the following cases : 
  Product that is oxidized, 
  Damage or failure arising out of an accident, 
  One or several components of the Products were manipulated by the Buyer or by a third party not authorised by the Seller in connection with the defect for which the Buyer seeks warranty coverage, 
  Damage or failures arising out of a misuse, abuse, neglect, mishandling, misapplication, faulty installation, improper maintenance, improper voltage supply, 
  Loss exceeding the original value or replacement value (whichever is the lesser) of the Product 
  Damage or failure arising out of interference from or with other electronic devices, alteration, firmware flashing, bios flashing.
  This Limited Warranty does not cover Products purchased outside of the 48 contiguous United States. Any Product returned to Seller that is not covered by the Limited Warranty may be rejected, returned at your cost (subject to prepayment) capped to 5% of the price of the Product, or kept for sixty (60) days for your pick-up and then disposed of in Sellers sole discretion with no further liability or obligation to you. 

   

   

   

  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 have been updated that our escalation team is now handling this case within your claim. Please follow up within your claim while they work towards getting you a resolution.

  Thank you,

  Back Market Customer Care

• Initial Complaint

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  They claim to have a 30 day money back gaurantee. However when I sent the phone back through their process which included sending in pictures. They are stating that the phone is damaged and cannot be refunded. Below are the pictures I took before sending it in. If i had to guess the seller is trying to offload a similar damaged phone so they dont have to go through the refund process. Eitherway its been over a month since I started this process and they stated it shouldn't take more than 10 days to get the refund.

  Business response

  07/10/2024

  Hello There,

  We are very sorry to hear about this issue. For the trouble, we have gone ahead and issued you a full refund for this order now. Your refund of $258.75 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 with this and please let us know if there is anything else we can assist you with.

  Thank you,

  Back Market Customer Care

  Customer response

  07/11/2024

  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

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a cell phone from Back Market on 7/12/23. They have a 1 year warranty. Over a month ago there appeared a bight bright green line across the screen (see screen photo) which I could not resolve with multiple resets. I received approval from Back Market to send the phone back on 6/11/24. My package was received on 6/26/24 but on 6/28/24 my request was rejected with Back Market claiming there was physical damage to the phone which caused the line across the screen (see photo from Back Market). When I receive the phone back I took several photos myself showing no mechanical damage to the phone other that cosmetic paint scratches caused by the protective cover I was using for the phone. These photos (exhibit 1-4) clearly show there is no deformation of the housing which would account for the line across the screen. The phone housing is in-tact and the form, fit and function of the mechanical housing has not been compromised at all. Using cosmetic paint scratches to get out of supporting the warranty for a serious functional problem is not acceptable. After sending my photos and pushing for a resolution on the chat Back Market continues to refuse to make good on their warranty.

  Business response

  07/08/2024

  Hello There,

  We are sorry to hear about this issue. We understand that receiving the item has been challenging, especially since it is no longer covered by the seller's warranty.

  As mentioned previously, our senior department has carefully reviewed and approved the warranty exclusion. We are truly sorry to say that we are unable to proceed with any additional actions at this time.

  If you have any queries, please feel free to respond to this message.

  Thank you,

  Back Market Customer Care

  Customer response

  07/10/2024

  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:

  They claim the warranty was not in effect. In-fact the warranty was for a year and has been in effect. 
  They didn't seem to make an effort to look at my exhibits here, and their response is the same wording as the response on the chat - indicating that no one has really looked at the facts and they are only submitting standard form verbiage to dismiss this issue.

   

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

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

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased an iPhone 15 128gb on or about 6/11/2024 and I received and activated it on my carrier's network. The device was working until on or about 6/27/2024 when it stopped working. I contacted my carrier and they advised it was blacklisted. I contacted Back Market and they confirmed that device was blacklisted and authorized a refund or replacement device. ******************** provided an *** return label and I returned the device using the *** label; however, Back Market refused the delivery. I have not received a response from Back Market regarding the matter since the device was refused. I would have accepted a functional iPhone 15 like they offered but now I am seeking a refund. I have attached documents regarding the matter. Please assist.

  Business response

  07/08/2024

  Hello There,

  We are very sorry to hear about this issue. For the trouble, I have gone ahead and issued you a full refund now. Your refund of $525.90 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.

  Thank you for your patience.

  Best,

  Back Market Customer Care

  Customer response

  07/08/2024

  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

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 3rd 2024 I bought a refurbished MacBook Pro from this website (refurbisher being Omaha Blue) and my address was spelt incorrectly. I tried to contact people to correct and to no avail I was unable to change it, *** has since July 5th cancelled my order and I filed for a refund on the BackMarket Website. They asked for proof I received the package but I never did and its estimated to get here this Tuesday (7/9/24) but since the shipment was cancelled I am pretty sure I wont receive it and got scammed out of 300 dollars. Someone please make this right at BackMarket. Im an upcoming full time college student and currently do not have a laptop to even use or the money to buy a new one nor does either of my parents. This is really awful and Ive already spent money on accessories for the laptop. I will definitely update if I ever receive the package.

  Business response

  07/08/2024

  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. Your refund of $214.99 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.

  Thank you,

  Back Market Customer Care

• Initial Complaint

  07/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sent in my iPhone for trade in when I purchased a new phone from them. I was promised $159. Now they tell me they need my bank account #, my routing number, my SSN, and a copy of my ID to give it to me. I told them I didnt have a bank account for them to use, and asked for a check or to credit the credit card I purchased the new phone with. They denied that request. So I told them to just return the phone so I could sell it to Apple instead, and they refuse to. Im just looking to get the trade in amount they promised without giving all of my personality information to them, because its crazy to give that all to a company I dont know.

  Business response

  07/05/2024

  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 $159.00 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

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ok ordered a galaxy zfold 4 and said it was shipped, so i work and wait. Tracking said will be delivered on Friday. Today June 28 2024. Home all day. So i check tracking again and it said delivered! Check ;;; nothing,,,, neighbors nothing call ***** give them tracking number and they said scroll down and look at package detail and it said 102 pounds. Thats not a cellphone he said what;s the name and he said wrong name he said whats your address and i tell him he said wrong address and that this 102 lb package was sent to a business and it wasnt; a cellphone that sender sent wrong tracking . Contact backmarket and they just gave first name asked me to hand sign paper, then told me they would make phone inoperable fine i say i didnt get it. Then want front and back of licens, bank statement, proof of residence. Like Im scamming them,,, ever heard of identity fraud?? Call ****** Call sender,,, check your tracking number and package detail so no resolution yet but filed complaint with PayPal, here ,, them,,, but Im not giving some random guy on the internet my license pics bank statement proof of residence..

  Business response

  07/01/2024

  Hello ******,

  We are very sorry to hear that you've had a difficult experience with this order. We apologize for this inconvenience and have made a refund of $664.03 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

  Customer response

  07/03/2024

  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

  06/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I initiated a trade-in with Back Market on 6/6/24. I shipped the device (a ps4) that evening and the trade-in was processed by the third party refurbisher on 6/11/24. I entered the required banking and personal information into Back Markets portal the day I shipped my device (6/6/24). I thought everything was good and I had decided I was going to call the next day after I found out that my trade-in was processed (6/12/24). I later found out, via numerous calls to their customer service department that the payment was reversed on the same day I first called them about my trade-in (6/12/24). I wasnt informed about this. I was told to wait for the payment to process. I called each day and regularly checked my email, hoping to expeditiously get my payment processed. I called nearly every day until I spoke to an agent who assured me I just needed to give it time. I gave the processing the full weekend and began calling again on 6/17/24, only to be told that, actually, the payment had failed multiple times since 6/12/24. I tried asking if there was something I could provide to expedite the process but was told I had to wait. I tried speaking to a supervisor but was regularly told they wouldnt transfer me because they would just tell me the same thing. I finally spoke to multiple supervisors (Ive spoken to 3) and apparently something went wrong in the processing. They refuse to tell me what and only ask for a bank statement. Ive finally, after multiple aggravating phone calls with multiple agents and supervisors, sent this despite offering to provide the account number, routing number, etc over the phone. This couldve been solved two weeks ago but Ive been regularly brushed off and given misleading information. I just want my money, at this point, as I still havent been paid.

  Business response

  06/28/2024

  Hello There,

  Thank you for your patience while we looked into this. After investigating further, I found that the bank account number you entered is off by one number. This is what caused the payment to reverse. Please update your banking info in your account so that the payment can process. After you update, your payment will process within ***** hours.

  Thank you,

  Back Market Customer Care

  Customer response

  07/01/2024

  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

  06/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Jan 29, 2024, I bought a refurbished phone through Back Market. March 21, 2024, I sent them a message that the battery was bloated. I sent the phone back to see if it could be repaired. March 28, 2024, Back Market informed me that the phone couldn't be repaired. They then stated that they sent me a refund. The refund never showed up in my bank account. April 10, 2024, I sent them a message to tell them that the refund hadn't shown up yet. They responded that day and told me to ask my bank about it. I checked with my bank, who told me that there was no refund and no pending refund. April 15, 2024, I sent Back Market a message to tell them that my bank hadn't seen the refund. Then I asked my bank to issue a chargeback. May 9, 2024, a representative emailed me back to tell me that the case was being reviewed by their department and to confirm the first 6 numbers of my debit card I used. May 9, 2024, I confirmed the card numbers, but my refund still hadn't happened. May 13, 2024, a rep sent me a message and told me to wait for an update. May 24, 2024, a rep sent me a message and told me that I "won" the dispute. June 3, 2024, I sent them a message and said I still hadn't seen the refund or heard that I "won" a dispute. I checked with my bank and they said they were still working on the dispute. June 26, 2024, I sent a message that my bank told me they're still working on the dispute. June 26, 2024, a different rep sent me a message and said that there was no information about a chargeback and nothing that showed that I won the dispute. He asked for a signed statement from my bank showing that I never received the refund. I'm getting frustrated about going back and forth with Back Market and I just want my refund. It has been three months so far. The phone I returned had a bloated battery, which was a hazard.

  Business response

  07/01/2024

  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 $193.76 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

  07/05/2024

  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. ↩