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:01/19/2024

  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.

  We purchased this phone and it came with a battery problem. The phone was not working so we asked to have it refunded. We were denied because we were outside the 30 day window. So we sent it back for possible repair or refund and the seller said the phone was damaged upon arrival. Very disappointed with back market.

  Business Response

  Date: 01/22/2024

  Hello There,

  We are very sorry to hear about this issue. However, as stated within your open claim, a carrier investigation needs to be opened for the damage that you claimed happened in transit. To proceed with the claim, we kindly request that you provide us with a picture of your ID from both sides.Once we receive this document, we will promptly begin the carrier investigation to ensure a swift resolution for you.

  Thank you for your cooperation.

  Back Market Customer Care

• Initial Complaint

  Date:01/19/2024

  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 traded a gold MacBook Air 2022, Back Market and was given a timeframe of 21 days to send in my device for trade-in. The device was sent on January 11 and I was quoted $439. I received a counter offer five days later on January 16 of $200. I immediately declined the counter offer and was told that the refurbisher had 48 hours or two business days to send my device back. It has been over 48 hours and two business days and my laptop has not been sent. Today is 1/18 and **************** is telling me that the device will be sent tomorrow or they will force payment for the 2020 MacBook Air. The issue is I do not want to wait until tomorrow for it to go to the mail because it shouldve already been delivered to me by tomorrow. this trade-in process has been nothing but a headache as I have not been compensated for my device but I have spent over $50 in packing materials and data storage to send the device off. not only did. I have to wait five days for the refurbisher to even look at my device but now the clear terms of the trade-in return is now being violated, and all you want to do is thank me for my patience? I have ran out of patience and I have waited far too long to still not have a payout or my original device in my possession. just like I brought my device with the *********************************** they shouldve brought my device within the 48 hours given to them. Now tomorrow is Friday, January 18 and I likely will have to go the whole entire weekend without my device. this is a complete violation, the terms that we agreed upon for the trade-in, and I am not standing for it. there should be no leniency for them to be able to send my device back late with no consequence, and at my expense. this is no way to treat customers and it seems like you are siding with the refurbisher whom is not applying by Back Market rules. As a consumer, this is completely unfair to me

  Business Response

  Date: 01/22/2024

  Hello There,

  We are very sorry to hear about this issue with your trade in order. However, once the sale is cancelled the trade-in seller has to send the device back and they have agreed to do so. Please contact our customer service if you do not recieve your device at: ***************

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

  Thank you,

  Back Market Customer Care

• Initial Complaint

  Date:01/19/2024

  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.

  This company charged my debit card in the amount of $255 and $247 without authorization. I had never heard of this company until these charges and now I am out $500 with no way to contact them! They are scammers and I wouldnt trust them! Something needs to be done!

  Business Response

  Date: 01/19/2024

  Hello There,

  We are sorry to hear about this. Please contact: *************** about this issue.

  Thank you!

  Back Market Customer Care

• Initial Complaint

  Date:01/18/2024

  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 an iPhone 12 the battery was not changed and stopped working 2 days later and because I took it to a repair shop because they did not want to do anything. They said that the warranty was void which they said that to begin with because I said I dropped it which turned out not to be the issue, the repair guy that I took it to said that the phone had never been taken apart, therefore the battery was bad because it stopped working two days after I got it I still have another 150 to pay on it. I would like to have that voided because I had to pay 125 for a new battery. The original payment was 310 in total.

  Business Response

  Date: 01/19/2024

  Hello There,

  We are very sorry to hear about this issue. However, once the seller declares an item as a warranty exclusion, we cannot adjust that policy. The device cannot be voided or refunded at this time. We apologize for any trouble. If you have any other questions about this, you can contact our customer service number at: 

  ***************

  Thank you,

  Back Market Customer Care

• Initial Complaint

  Date:01/18/2024

  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.

  On 9/10/2023, I purchased an iPhone X from this company for $230. The item was rated as good. After dealing with this phone malfunctioning for a couple months, I finally got sick of it and asked customer service what I could do on 11/26/2023. I received a response on 11/27/2023, and I was told I could return the phone and that once they received it, my "refund process would be initiated promptly." So I ordered a new phone off the site, this time an iPhone 11, in early December. When I received this new phone, I transferred my data over and was getting ready to send back the original iPhone X--but then the iPhone 11 also started malfunctioning! Frustrated, I took both phones to ******* and they confirmed that neither was in good/usable quality. I purchased a phone at ******* instead, transferred my data and prepped both the iPhone X and 11 to send back. Due to the holidays and a death in the family, I was slightly delayed in my shipments, but was assured in my correspondence on the iPhone X that my inquiry was still valid. I have been refunded for the iPhone 11, but not for the iPhone X. Instead, without consulting me, they shipped me a replacement--which I do not need. I wrote them again, to which they replied that due to being outside of the return timeframe, the only course was to "send me a replacement." DESPITE THE **** that they said they would honor a refund after the 30-day period initially! If we want to be technical about it, the refund period should have ended mid-November, and they told me on 11/27/2023 that they would initiate the refund once received. I want a refund, and I do not need this replacement phone. I believe my circumstances are extenuating given the fact that I was issued TWO PHONES IN A ROW that did not work, despite Backmarket advertising the first one as "good" and the second one as "excellent."

  Business Response

  Date: 01/19/2024

  Hello There,

  We are very sorry to hear about this. Thanks so much for your patience while we looked into this for you!  I went ahead and processed a credit of $230.00 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.

  We appreciate your understanding in this situation.

  Thank you,

  Back Market Customer Care

  Customer Answer

  Date: 01/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:01/17/2024

  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 an iPad mini (2021) 64GB - Space Gray - (Wi-Fi + GSM/CDMA + 5G) order #******* on 06/21/2023. ( i am within the 12 month warranty). I bought this iPad under the impression it was cellular capable and unlocked as in the description. I finally got around to setting up cellular with ******* and having talked to numerous representatives of ******* they cannot add cellular to my iPad because the linked IMEI # is listed as "blacklisted-reported stolen/lost". I did an IMEI check online and also find that is is a blacklisted ipad meaning the seller intentionally sold me a stolen iPad. Because it is blacklisted i cannot connect it to my carrier and receive cellular service on it. on 01/15/2024 I went to the support center on **** **********. I began speaking with a representative named *********. She said all they could do was have me return it and get a refund or replace it and have the seller send me another one. However, i do not trust Back Market any longer and am afraid i will just receive another blacklisted iPad. The Back Market person and I have been messaging within the last 24 hours and once i sent her a message to let her know the device is blacklisted, she completely stopped replying to my messages. I have proof from ******* as well as an online IMEI checker that shows the iPad is blacklisted. I want a refund.

  Business Response

  Date: 01/18/2024

  Hello There,

  As stated in your claim, you need to send the device back to the seller and then they can offer a full refund. Please follow the instructions provided within your claim so we can issue a full refund once the seller gets the device back.

  Thank you for your understanding.

  Back Market Customer Care

• Initial Complaint

  Date:01/16/2024

  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.

  Very bad experience with Back Market, not recommended at all. I bought an AirPod in June 2022 that malfunctioned after a week of use. The return and refund process went well. Then, after forgetting about this disappointment and assuming that the quality of the products had improved, I decided to buy an iPhone in 2023. However, the received iPhone was not in working condition. I decided to send it back to Back Market for a refund. Back Market provided me with a *** return label, but the *** relay point or the carrier lost the package. I contacted customer service to open a case and get a refund, but they are finding a thousand excuses not to do so and not to reimburse the defective and lost item by their partner.Order number : ******** *** order Link : ****************************************************************************** website: *************

  Business Response

  Date: 01/16/2024

  Hello There,

  We are very sorry to hear about this issue. However, this is ***************** domain for the Better Business Bureau and not the ** domain. Please route this claim to the appropriate domain.

  Thank you,

  Back Market Customer Care

• Initial Complaint

  Date:01/16/2024

  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.

  Back Market Order # *********, *** Return Tracking #: ****************** ***************** Galaxy S22 Ultra cell phone on 12/18/23. Received phone and it did not work at my location. Back Market offered free return and refund. I used the free *** return shipping label provided by Back Market and dropped package off at local *** store on 12/27/23. Back Market sent a message stating that package was collected by shipping provider on 12/27/23. *** tracking indicated that the phone was received at *** facility in ***** ***** on 1/3/24. On 1/7/24 I contacted Back Market to express concern that package remained at *** facility in ***** ***** and *** tracking stated, "file a claim". Back Market directed me back to *** to file the claim. I attempted to file a claim w/*** online, but *** said that I needed to work through the *** store it was shipped from. I spoke with, *****, the manager at the store and he explained that claim must be filed by the business that created the shipping label, which is Back Market, not me. I contacted Back Market with this information. Back Market responded with a list of things that I need to do including sending them a certificate of non-receipt along with commitment to refuse delivery and a copy of my photo ID. This makes no sense. I did receive the phone. I sent it back, following all directions provided by Back Market. There is no reason for me to send a copy of my photo ID. ******************** put responsibility on me to file *** claim when it is Back Market that needs to file a claim. I have attached proof of purchase and the string of communications with Back Market. I get the feeling that they are giving me the runaround to avoid refunding my $669.79.

  Business Response

  Date: 01/17/2024

  Hello There,

  We are very sorry to hear about this. However, as stated within your claim:
  

  In order to do this, we'll need you to send me the signed Certificate of Non-Receipt along with a commitment to refuse the delivery (see attachment) and a copy of your photo ID as soon as possible.Please note that after 12 days we cant guarantee that the investigation will still be processed by the shipping provider.Here is the information you'll need to fill out in the Certificate of non-receipt:

  - Full name and shipping address of the recipient

  - Order ID: ******* -

  Parcel ID: ****************** 

  -Merchant concerned: *************

  - Carrier concerned: ***

  - Content of the parcel: Galaxy S22 Ultra 5G 256GB - Black - Unlocked - Excellent

  - Box to check: N1 FOR LOST OR NO TRACK

  - Your choice between a refund or replacement

  - Date & Signature At the end of this investigation, which can take up to 3 business days, if the package is declared untraceable, I can offer you a full refund.

  Please provide this within your claim to the agent who requested it so they can begin the investigation to offer you a refund.

  Thank you,

  Back Market Customer Care

• Initial Complaint

  Date:01/16/2024

  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.

  On November 17th, 2023, I ordered a used phone from Back Market, which arrived broken. I initiated a refund and returned the item on December 18th, 2023. The return was received by the company on January 2, **** **** Tracking number ****************** -- tracking and proof of delivery back to them in ************ in the attached documents). I have yet to receive a refund from this company. I would like a full refund of my $243.14 please.

  Business Response

  Date: 01/16/2024

  Hello There,

  We are sorry to hear about the delay here. However, as stated within the claim: **** has stated "We attempted to deliver your item at 6:52 pm on January 8, **** in ***********, ** ***** and a notice was left because an authorized recipient was not available. You may arrange redelivery by using the Schedule a Redelivery feature on this page or may pick up the item at the *********** indicated on the notice beginning January 9, ****. If this item is unclaimed by January 23, **** then it will be returned to sender."

  Once you pick up the device, you can factory erase the pin on the device and ship it back with the return label from our agent.

  Thank you,

  Back Market Customer Care

  
  

• Initial Complaint

  Date:01/16/2024

  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 sold my Xbox to this company. they lost my Xbox and had the package insured. they asked my to repeat information provided to them that should be on an encrypted platform due to the sensitive nature of the information, like my banking information. they demanded that I send on an unencrypted platform after it had already been provided in their encrypted platform. they refused to answer any questions about why they needed that information again in a unsecure manor and when I asked to speak to a supervisor they blocked me, marked me as fraud and discontinued all communication. I refused to send the extra information with out explanation, all this extra information was not listed on there online policies. I provided everything in their online policy's. accord to what I can see they will have been reimbursed through the package insurance and have refused to reimburse me for my lost property or refused to pay me the agree upon amount in order for the Xbox to have been their property. I can forward all emails of contact I have to any source you require

  Business Response

  Date: 01/16/2024

  Hello There,

  Sorry for any trouble. This account has been blocked for fraud activity. if you have any other questions about this, please call: **************

  Thank you,

  Back Market Customer Care

  Customer Answer

  Date: 01/19/2024

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

  [Your Answer Here]

   I tried to call the number they still refused to answer any questions and told me I needed yo make a new email and send them a request to have my account reviewed to even be able to talk to any one 

   

   

   

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

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

  Customer Answer

  Date: 02/23/2024

  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:

  [Your Answer Here]

   I have reviewed and tried to re establish communication with the business as instructed by the business. I sent them the information they requested and have not heard anything back yet. My account with them is still blocked and no resolution has been made. Also I have contacted *** and they have closed the missing package case because they stated they could not contact back market to get confirmation of the package not arriving 

   

   

   

   

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

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

  Business Response

  Date: 03/08/2024

  Hello There,

  We are sorry about this issue. As stated, your account has been blocked for fraud. If you have any further questions, please contact ******************************
  

  Thank you,
  Back Market Customer Care