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:03/24/2025

  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.

  TERRIBLE, THE WORST!!!. Do not buy from Back Maket, and above all do not trade in anything. They have a great scam going. offered me over $300 in trade in on my old Macbook only to later change it to $30 because it had a small line on the screen, barely noticeable and the computer worked good. I told them to send computer back but they said they can't because I missed the window to decline the offer which I did not. Then they asked for my banking info so they could pay me the $30, that I declined why would I give them my banking info after that.

  Business Response

  Date: 03/27/2025

  Hello There,

  We are very sorry to hear about this issue with your trade-in order. Thanks so much for your patience while we looked into this for you!  I went ahead and processed a credit of the original amount offered of $320.00 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, ******, CashApp, or Venmo.

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

  *** from Back Market

• Initial Complaint

  Date:03/24/2025

  Type:Service or Repair 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.

  I purchased a phone from them twice before and had no trouble, but this time I did a trade in and was supposed to receive $******. That was months ago. The first thing they did was charge me for a protection plan I did not order and it took me weeks to get that money back. Now, they refuse to pay me the $ ****** for the traded in phone unless I give them my bank routing number, account number, SS number and birthdate. My attorney says that is illegal and don't give out that information. I paid thru ****** and told them to refund my account. They are refusing. It has been months. I am 8o and want my money back. They are a dishonorable company because, to me, it is theft.

  Business Response

  Date: 03/25/2025

  Hi There, 

  We're sorry to here about the delay with your payment. Your payment was sent on December 20th, but it's status is still pending due to the missing bank information. However, if you don't feel comfortable providing that information, we can pay you in the form of a Back Market credit that can be transferred to an external account of your choosing (e.g. PayPal). 

  Please know that we can't pay you via check, cash, or use payment information from a separate transaction. Let us know if you'd like to proceed with a transferable credit, and we'll set that up for you. 

  Best, 

  Back Market Customer Care 

  Customer Answer

  Date: 03/26/2025

  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:03/16/2025

  Type:Service or Repair 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.

  I purchased a Moto z phone on March 10, 2025 and was sent tracking info. The tracking shows package delivered, but it wasn't delivered to me or my address. ***** states seller provided different name and address for delivery.

  Business Response

  Date: 03/18/2025

  Hi There, 

  We're so sorry to hear that there was an issue with your delivery! Please know that we've escalated your claim to our delivery team to conduct a carrier investigation. Please stay tuned for updates within your open claim. Once the investigation is done, you'll be given the option to receive a replacement or a full refund.

  Best,

  Back Market Customer Care

  Customer Answer

  Date: 03/18/2025

  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:

  I already told them that fed ex stated the tracking number provided did not match my address or seller info per receipt. ***** could not provide delivery address.

   

   

   

   

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

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

  Business Response

  Date: 03/25/2025

  Hi There, 

  We apologize for this inconvenience and have issued a full refund 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 Answer

  Date: 04/03/2025

  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:03/14/2025

  Type:Billing 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 formally file a complaint against Back Market regarding recent trade-ins transaction. I previously traded in a device through their platform and received payment just last week without any issues. However, for my most recent trade-ins, Back Market is now claiming that my bank account information is incorrect and is demanding a bank statement to process my payment.I want to be clear: I never changed my bank account information. The same account they successfully paid into last week is the one I provided for this transaction. I have already submitted my routing and account numbers, which should be sufficient for payment. There is no legitimate reason for them to require a bank statement that is private information and irrelevant to the trade-in ********** is my belief that Back Market is deliberately stalling and has no intention of paying me. I have asked them repeatedly to either process my payment immediately or return my devices, yet they continue to delay. I have never experienced such an issue with any other trade-in company. They pay by cash app, venmo, zelle, ******, or echeck.I am seeking your assistance in holding Back Market accountable. I expect them to either release my payment promptly or return my devices without further delay.Thank you for your time and attention to this matter. I look forward to your response.

  Business Response

  Date: 03/18/2025

  Hi There, 

  We apologize for the delay in your payout. All of your banking information has been verified and your payments for all 4 transactions have been approved. You should see the respective amounts reflected in your account within 3-6 business days or sooner. 

  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 have determined that my complaint has NOT been resolved because:

  This complaint was not resolved and I need assistance please. 

   

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

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

  Business Response

  Date: 05/01/2025

  Hello There,

  I must inform you that we have 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.
  

  If you have grounds to challenge this decision, please contact ********************************

  Thank you,

  Back Market Customer Care

• Initial Complaint

  Date:03/14/2025

  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.

  Order made on 02/14/25 for a total of $675.74 This was purchasing a phone ******* Galaxy S23 Ultra.They sent an empty box, or someone stole the phone. I opened a dispute with them on Tue, Mar 4, 10:49AM and today they sent me a notice they closed my account and flagged as fraud without providing any proof of delivery, I don't have my phone and they took my money.

  Business Response

  Date: 03/17/2025

  Hi There, 

  We're so sorry to hear that! 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 temporarily blocked your access to the platform. If you have grounds to challenge this decision, the next step would be to contact our security team at the following email address: ******************************************************************

  Best,

  Back Market Customer Care

  Customer Answer

  Date: 03/17/2025

  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:

  I have already reached out to that email, I made a call to your customer service and they were not able to help, so I emailed that . 
  
  Today I got a reply asking for my Email for revision, Regardless of any "suspicious" activity you have to provide the customer proof of delivery, and provide information on what happened and how.
  
  I am a customer like anyone else, I purchased something from you company and it was lost in transit, the box arrived empty, I followed procedure and ask BackMarket for information on where is my phone, I agreed on blocking the device if necessary, but blocking my account and flagging me as FRAUD is not the solution to the client.Blocking my account doesn't leave me any option to chat to dispute or ask any other questions.

   

   

   

   

   

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

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

  Business Response

  Date: 03/24/2025

  Hi There, 

  We understand that this situation isn't ideal. Once an account has been blocked, questions and concerns must be directed to the appropriate team at ******************************************************************. You're also welcome to contact our legal team to dispute the matter as well. You can contact them at ******************************************************.

  Best,

  Back Market Customer Care

• Initial Complaint

  Date:03/13/2025

  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 ordered a Iphone 15 plus from back market, I returned it using the label Back Market gave me. The third party business that refurbishes the phones said I sent an empty box. This is not true at all. The third party called Santa ****** Wireless took a picture of a empty box that they had sitting around. I sent the iPhone back in the original Back Market box it was sent in. I contacted Back Market and over weeks of back and forth messages they have not refunded me even after I did everything they asked me too. I filed a police report, got proof of delivery from ***. I have all the emails and documentation needed to prove my return. I am at a loss for what else to do.

  Business Response

  Date: 03/17/2025

  Hi There,

  We're so sorry to hear that! 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 temporarily blocked your access to the platform. If you have grounds to challenge this decision, the next step would be to contact our security team at the following email address: ****************************************************************** 

  Best, 

  Back Market Customer Care

  Customer Answer

  Date: 03/17/2025

  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:

  I have followed all direction from this business with no response or resolution. I have called them over ************************************************************************************** I DO NOT HAVE SUSPICIOUS ACTIVITY ON MY ACCOUNT. I was told I can only correspond through email and was blocked from accessing my account with ****************** to view all conversations I had on their website with customer service agents. I have filed a police report, sent all proof of delivery and emailed safety and security to dispute their decision as directed with no response. I have attached that email correspondence. 

   

   

   

   

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

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

  Customer Answer

  Date: 04/01/2025

  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 are still giving me the run around the real issue is not being locked out of my account it is that I returned the item with proof of delivery and am now being told to contact there legal team? I just want the refund for the item that I returned. I have done everything Back Market has asked of me and they still are stone ******* me. I really dont know what else to do at this point but take them to small claims court. 

   

   

   

   

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

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

  Business Response

  Date: 04/07/2025

  Hi There, 

  We understand that this isn't the response you were hoping for. For next steps, you can also contact our legal team at the following email to challenge the block on your account: ******************************************************

  Best,

  Back Market Customer Care

• Initial Complaint

  Date:03/12/2025

  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 refurbished phone from Back Market in July 2024. It comes with a one year warranty for non-accidental damage. On March 7, 2025, the phone stopped working randomly. There was no damage done, water damage, drop, etc. I contacted Back Market as I had a warranty, and was immediately given a prepaid shipping label. I shipped in the phone, and signed out of my ****** account remotely as instructed. I confirmed with ****** Chat directly that I was signed out on that phone. Unfortunately, because the phone cannot be turned on, I could not do a full factory reset on the phone. Once the phone arrived at the service site, I was informed that my account was still linked to the phone and the phone would be returned to me. There are no additional steps I am able to take with the phone, so it seems my 12 month warranty is not being honored.

  Business Response

  Date: 03/17/2025

  Hi There, 

  We sincerely apologize for the hassle you've had with this order! Please see the most recent message in your open claim for next steps to get your full refund. We've also generated a new return label for you. If you have any additional questions, please let us know! 

  Best, 
  Back Market Customer Care

• Initial Complaint

  Date:03/07/2025

  Type:Delivery 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.

  I traded in my PlayStation 4 console. Part of the trade in I was promised a $50 voucher to use towards the purchase of a PS5. I entered the trade in request on 2/21 with the expectation that I'd get $112 plus the $50 voucher. I shipped my PS4 in 3/1st as I was busy and didn't have time until then. My PS4 was received and approved for the $112 but I was not provided the voucher I was promised. I reached out to backmarket and their response was the PS4 needes to be shipped by 2/28 in order for me to qualify for the voucher. This was not something I was ever advised. And to the day **** is still advertising this extra $50 voucher on their website. Which is to be provided by back market upon trade in. I just want them to honor what the agreement was. It's not fair to hold me accountable for something i wasn't advised and honestly is ridiculous because it was literally the next day that I shipped the item. Not to mention **** advertising that if you trade in with back market you can get this voucher.I've included 2 pictures on is of advertisement for ***** website which is still offering the voucher as of 3/7 and also their disclosure that says nothing about having to ship the console by 2/28,

  Business Response

  Date: 03/10/2025

  Hi There, 

  We apologize for the confusion surrounding your Trade-in voucher! Rest assured, your order is eligible for the voucher. It's important to note that you'll receive the voucher only after the payment for your Trade-In is marked as "done." Please allow the necessary amount of time for your payout to fully process. 

  Thank you,

  Back Market Customer Care

  Customer Answer

  Date: 03/10/2025

  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:03/05/2025

  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.

  I ordered a refurbished iPhone 13 Pro Max in the color Alpine Green for my brothers birthday gift. The company allows you to choose different condition levels. (Ex. Fair, Good, Excellent) I chose the Good condition. This condition says the screen on the device will be flawless! I was so excited to receive the order because this was my first time buying refurbished and the reviews looked promising only to open the package to discover multiple DEEP scratches on the screen. There is no way this made it past inspection. I also need to mention that even their Fair condition option says that, and I quote May have micro-scratches. So not even their most inexpensive, worst condition item should have deep scratches. This was a terrible first experience buying from BackMarket. It makes me wonder if they know theyre sending out scratched up devices hoping people will be too lazy to return them. I was trying to be environmentally friendly ordering refurbished and this is what happens. Not happy.

  Business Response

  Date: 03/06/2025

  Hello There,

  We are very sorry to hear about this issue! We see you have opened a claim and have received your prepaid return label to send back the device.

  Please follow the instructions carefully and the seller will either replace or issue you a full refund for this device!

  Thank you,

  Back Market Customer Care

• Initial Complaint

  Date:03/04/2025

  Type:Service or Repair 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.

  I purchased an iphone 13 mini on 10/22/24.The phone malfunctioned and would not fully reboot beginning on 01/24/25, so I filed a warranty ***air request.From 01/25/25 to 2/13/25, I went back and forth with the *** thru 18 messages because my address was missing my apartment number on the shipping label that they provided, they finally assured me this was not going to be an issue.The phone was shipped out on 2/14/25, and delivered on 2/21/25.On 2/18/25 a backmarket *** called to verify the issue and follow up on next steps.On 2/24/25, the back market *** reached out and said my phone warranty was void because there was a crack on the back of the phone that indicated it had been dropped, the crack was actually a dog hair.On 2/25/25 I provided proof that the crack did not exist and that it was a dog hair.On 2/26/25 and 2/27/25 I was receiving no response so I reached out again.On 2/27/25 the *** ***lied once again and told me that the frame of the phone had scratches which suggested that the phone had been dropped multiple times and the warranty was void as a result, I responded that night by saying that I had bought the phone used, those scratches were pre-existing, and mentioned that if the phone had been dropped then surely the screen would be broken too. At that point I realized they were just trying to get out of their warranty obligations and I requested the return of my property.I would like the BackMarket warranty to be honored, with a request to refund my purchase in exchange for the lemon phone that I was sold.

  Business Response

  Date: 03/06/2025

  Hello There,

  We are so 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 $373.28 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, ******, ******** ** ******

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

  *** from Back Market

  Customer Answer

  Date: 03/06/2025

  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.
  
  I would also like to add that my phone was returned to me, and the "crack" that the reseller was trying to use as an excuse to void my warranty does not exist. Also, the phone was magically operational after a complete reset; this was not possible before so perhaps they were trying to keep it to resell. The phone was shipped to me by a "******* ********" in *****, *******, "***************", I would suggest to BackMarket that they block this reseller since they seem to have some unethical business practices.
  
  Thank you for putting end to the madness.
  
  Sincerely,
  
  **** *******