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:12/12/2023

  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 placed an order for MacBook pro retina 15.4 inch 16 GB from back market on 5 october 2023 of amount 552.56$. It was for my friend. My friend came after 2 months from ***** to ***, until then I didn't open the order but I always felt that the box is lighter. When my friend opened the box, it was empty. I told back market about this on December 10th, 2023. But they never responded me back. I tried sending them email, but they don't have their customer service phone number or email with whom I can get in touch with. I don't know what to do. Back market is so bad, they never respect their customers. I am highly disappointed since I have no solution to this.

  Business Response

  Date: 12/13/2023

  Hello There,

  Sorry to hear about this. As stated within your open claim by our agent:

  
  To get started on this, we'll also need to open an investigation with the shipping provider. We'll need the following documents from you as soon as possible:

  A signed Certificate of Non-receipt of the item ordered (see attachment).

  Photos of the delivery package.

  A photo of the shipping label on the package with the tracking number visible.

  Photos of the inside of the delivery package/contents of the package (with any items received inside).

  2 proof of address (e.g. utility bill), and banking details.

  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: *******

  Package ID: ******************

  Seller concerned: ***** blue

  Shipping provider: ***

  Contents of the package: MacBook Pro Retina 15.4-inch (2018) - Core i7 - 16GB - SSD 256GB - Good

  Box to check: For empty

  Your choice between a refund or replacement

  Date and signature The investigation with the shipping provider can take up to 3 business days. After that, well process your refund/replacement.If you have any questions or concerns, please don't hesitate to reach out and we'll be happy to help."

   

  Please follow up with the agent with all of these required documents. 

  Thank you,

  Back Market Customer Care

  Customer Answer

  Date: 12/20/2023

  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 told me the same thing and I sent them all the documents but they said they need police complaint , why would I do police complaint for a laptop.

   

   

   

   

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

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

  Business Response

  Date: 01/18/2024

  Hello There,

  Sorry to hear about this. As stated within your open claim by our agent:
  
  To get started on this, we'll also need to open an investigation with the shipping provider. We'll need the following documents from you as soon as possible:
  A signed Certificate of Non-receipt of the item ordered (see attachment).
  Photos of the delivery package.
  A photo of the shipping label on the package with the tracking number visible.
  Photos of the inside of the delivery package/contents of the package (with any items received inside).
  2 proof of address (e.g. utility bill), and banking details.
  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: *******
  Package ID: ******************
  Seller concerned: ***** blue
  Shipping provider: UPS
  Contents of the package: MacBook Pro Retina 15.4-inch (2018) - Core i7 - 16GB - SSD 256GB - Good
  Box to check: For empty
  Your choice between a refund or replacement
  Date and signature The investigation with the shipping provider can take up to 3 business days. After that, well process your refund/replacement. If you have any questions or concerns, please don't hesitate to reach out and we'll be happy to help."
  
  Please follow up with the agent with all of these required documents. 

  If you have any other questions, please contact: ***************
  

  Thank you,
  Back Market Customer Care

• Initial Complaint

  Date:12/11/2023

  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.

  Back in July I purchased a computer from Back Market, well at the end of last month I started to see these lines out of nowhere, within days it got worse and then the screen started to go out. At that time I didnt realize how lengthy this process was for repairs, so to support my business I had to purchase a iPad while it was out for repair. I originally had placed my order from Back Market but within minutes I changed my mind because I felt it was a foolish decision to purchase from them again. I ordered my iPad from Amazon but I said I could save some money on the keyboard by ordering from Back Market.Long story short I ordered it and Back Market shipped me the wrong product! Yes it was a keyboard but not what I paid for, not my fit, and much lesser quality.I took several photos and I had to also pay yet another fee to return the incorrect item. The seller received his item yesterday AND THEY HAVE CONFIRMED THIS! This company has been a complete nightmare since the start. They arent in America and they say that because of some codes they arent able to assist us with issues as they should. Both times I have been out of my money! They are not processing my refund and Ive been hounding them for days now! Why is this company allowed to s**** up and refuse to send me my money back immediately! As soon as I showed it was in route I should have received a refund. I shouldnt have to HOUND THIS COMPANY WHEN THEY DID ME A DISSERVICE BY NOT SENDING ME WHAT I PURCHASED

  Business Response

  Date: 12/12/2023

  Hello There,

  We are very sorry to hear about this issue with your order. We have gone ahead and issued a full refund for this order on 12/11/23. The funds will be processed back to your original form of payment within 3-5 business days. Please let me know if you have any other questions about this!

  Thank you,

  Back Market Customer Care

  Customer Answer

  Date: 12/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is still delayed and unsatisfactory to me and the fees associated with shipping were not included in my refund.  In attempts to save my peace the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  Date:12/11/2023

  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.

  On 11/21/2023, I have started a trade-in of a Macbook Pro (2022, 13-inch) at the price of $686, with order number ******. The refurbisher received my laptop on 11/27/2023, they kept their original assessment of $686, and the status has changed to "payment pending: The refurbisher has paid, and your payment is pending." in 11/28/2023. It has been 13 days as of today (12/11/2023) and I still have not received payment. Initially I did not upload my ID information, and Back Market did remind me to upload it and I did upload a copy of my driver's license (first name different from my name on the Back Market profile, but last name is the same) from last Monday (12/4/2023). But after that there is no progress update, and they do not respond to my email or customer service requests. All I want is for the payment process to complete. Thanks!

  Business Response

  Date: 12/13/2023

  Hello There!

  We are sorry for the delay in payment. The seller should be processing it now for you. It can take up to 6 business days to be sent to your bank.

  We appreciate your patience.

  Back Market Customer Care

  Customer Answer

  Date: 12/14/2023

  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. The payment processing has been completed.

  Thank you to you all!

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

  
  

• Initial Complaint

  Date:12/08/2023

  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 ordered an iPhone 13 from Back Market. When I received the phone, the screen appeared fuzzy and unclear, along with glitches and a darker spot on the top left portion of the screen. I sent in a request to have the phone looked at, and once I got the photos of the phone taken for records, I packaged it up good and sent it back with the label that was provided, and in the original shipping box. I then get an email stating that they only received back an empty box with a cut down the corner of the box, and that the phone "must have gotten lost". I am still waiting on them to do something to fix this situation. I have called and spoken to the company, I have emailed them, I keep being told 3 days, or 24 more hours, or now 12 days or their hands are tied. They are asking me now for a "Stamped proof of handoff", which I did not receive and that if I cannot provide that, their hands are tied. I have no clue what to do at this point, and they keep asking me to understand that they are working with me and that they are on my side and just want to help me, however they are not helping, they are making this really difficult. I just want my money back. Had I not received a faulty phone this would have not even been an issue. I have attached pictures of the phone when we we turned it on, and also pictures they sent of the box that the phone was supposedly missing from.

  Business Response

  Date: 12/12/2023

  Hello There,

  We are very sorry to hear about this issue. As the agent stated within your claim:

  In order to complete the investigation, we need to ask for some additional documents:

  * ID card (double-sided)

  * Proof of address (less than 60 days old)

  * Bank details (RIB/IBAN/BIC)

  * Police report -> you must go to the police to file a theft complaint against X as the package is not found.

  Proof that you reported the package or your identity as stolen from the police.

  You can do so by following up with the agent within your claim and they will send it to the team conducting the investigation for the lost package so they can help provide a refund.

   

  Thank you,

  Back Market Customer Care

  Customer Answer

  Date: 12/19/2023

  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]

   

  It was requested that I get a police report for the missing/stolen phone, to which I did. Upon sending the report to them, they have now stated that they do not see that a refund is due. I am out of money and have no phone and they have not made working with them easy at all. I have been working on this for a month now, jumping through all their hoops, and I still have no resolution. I just want a refund of the money that I am out. 

   

   

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

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

  Business Response

  Date: 04/25/2024

  Hello There,

  We are sorry for any confusion here. This account has been investigated and blocked by our fraud team for fraud activity. If you have any questions about this please contact ****************************** or call our customer support line at: ***************

  Thank you and have a nice day.

  Back Market Customer Care

• Initial Complaint

  Date:12/07/2023

  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.

  On 11/30/23 I purchased a **** Monitor, the device arrived in 12/04/23. The device was broken upon receipt, buttons were working properly and prompts were getting stuck in a cycle. On 12/04/23 I sent the device back to be repairs or replaced. On 12/07 I received a notification stating the screen was broken, but didn't happen in transit, when in fact it did. They are now stating they will not repair the device. I've filed a compiling through the *** as well.

  Business Response

  Date: 12/08/2023

  Hello There,

  We are sorry to hear about this. However, we do ask in the return instructions to provide photos of the device and the condition it is in before shipping it back to the seller.  If you are able, please send us photos of the item before you sent it, to check if it was in perfect conditions that way we can fix this warranty exclusion for you. If not, we are unable to proceed with a refund. Please see the link below that outlines this policy:
  

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

  Thank you,

  Back Market Customer Care

  
  

  Business Response

  Date: 12/08/2023

  Hello There,

  We are sorry to hear about this. However, we do ask in the return instructions to provide photos of the device and the condition it is in before shipping it back to the seller.  If you are able, please send us photos of the item before you sent it, to check if it was in perfect conditions that way we can fix this warranty exclusion for you. If not, we are unable to proceed with a refund. Please see the link below that outlines this policy:
  

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

  Thank you,

  Back Market Customer Care

  
  

  Business Response

  Date: 01/18/2024

  Hello There,

  Unfortunately, for us to be able to reject the broken monitor from the seller, it's if you send photos of the device before sending in so we can confirm there's no damage on it.I know this is not the ideal situation, but these are the conditions we have on our return instructions. You can check the information here: *********************************************************************************************************************

  We hope for your patience and understanding regarding this matter. If you have any other questions please contact: ***************

  Thank you,

  Back Market Customer Care

  Customer Answer

  Date: 02/23/2024

  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:12/06/2023

  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 from Back Market an iPhone 14 pro *** and it was not in excellent condition. It overheated repeatedly. I returned it within the return period window (within 30 days, money back guarantee). I sent it to the address Back Market gave me. I have proof that 1) I sent it via *** 2) *** delivered it and 3) written confirmation from Back Market that they had received it. Now Back Market says it is "missing" and they can't refund my money until an investigation happens. I had to send in my driver's license, proof of address, etc. Then they added on that I had to file a police report. All giving me 2 days to do this or they will not return my money. I want my money returned.

  Business Response

  Date: 12/08/2023

  Hello There,

  We are very sorry to hear about this issue and the delay here. Our fraud risk/shipping team is working on this investigation now. It can take up to a week to finish the investigation. The agent will update you within your claim shortly.

  Thank you for your patience here.

  Back Market Customer Care

  Customer Answer

  Date: 12/19/2023

  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:

  
   
  
  The problem I had with the back market company has not yet been solved, they give a lot of thought to the matter, and they have not given me any concise answer, and I have sent all the documents they have requested, but no clear answer yet. 

   

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

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

  Business Response

  Date: 12/19/2023

  Hello There,
  

  We are very sorry for the delay here. Our fraud risk/shipping team is working on this investigation now. It can take up to a week to finish the investigation.

  The agent will update you within your claim shortly.
  

  Thank you for your patience.

  
  Back Market Customer Care

• Initial Complaint

  Date:12/06/2023

  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 several items from website ps4 pro they sent me the wrong item first and ps4 controller never came I called ***** customer service and they told me they have wrong name and address for my package with tracking number ************ which doesnt match back market shipments for my address ***** sent me email confirmation of delivery to wrong address picture of the wrong house with no package in the picture ***** tracking number ************ I have left more than enough information on back market website for my refund pictures and all the guarantees are if you dont receive whats shown on website money back and there not honoring that

  Business Response

  Date: 12/08/2023

  Hello There,

  We are very sorry to hear about this. However, we see that the seller has stated within your claim that if you send the device back, they will refund you fully for this issue. You can do so by following the return instructions provided in your claim. Please reach out via the open claim if you have any other questions about this.

  Thank you,

  Back Market Customer Care

• Initial Complaint

  Date:12/06/2023

  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.

  My wife and I saw an ad on BackMarket (henceforth known as "BM") for unlocked ******* Galaxy Note 20 phones. We've purchased from BM before, so we decided to purchase them at a total cost of almost $900.We finally got the phones and to our surprise, NEITHER phone was unlocked and were showinf **** (we ordered them for Metro PCS). In a good faith attempt I researched the issue and called **** - after a few hours and a bunch of emails whic h I still have I was able to unlock the 1st phone. I then called my carrier and had to set up and now that phone is oworking for my wife. The SECOND phone however remained locked and showed that it is listedunder an account still with **** and cannot be unlocked as there is a bill attached to it. BM does not have a direct number that I could find, so I called my carried and **** and was told that the phone is useless as it is locked with ****. I brouth the issue to BM support in good faith hoping they could assist. I received the return slip and nothing for the time and effort I had to put into phones that were falsely stated on their site to be unlocked. The sent me an email (which I still have) and asked me directly "What would you like fo rus to do about it?" I told them to credit us $100.00 toward the remaining phone. THEY then emailed back and said no. Instead they "offered me a 5% off coupon so I could actually buy something else from them. We are pursuing all remedies, but wanted to make sure this complaint was logged here FIRST.

  Business Response

  Date: 12/08/2023

  Hello There,

  We are very sorry to hear about this issue. We see that a refund was issued for this order, however. Your refund of $417.80 will be credited to your original payment method. Please note it can take a few days for the funds to appear in your account depending on your payment method and bank. Please reach out if you have any other questions about this.

  Thank you,

  Back Market Customer Care

  
  

• Initial Complaint

  Date:12/05/2023

  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 purchase an iPhone XR on 3/25/22. I also purchased a 24 month plan to cover any and all issues because I know iPhones can stop working. Ive now noticed a mechanical issue within the boundaries of there standards for them to fix it, yet the amount I paid for the 24 months doesnt covers the claim. I have to pay an additional 85% of what I paid for my plan for them to fix my phone.Now if this was in the contract when I purchased the initial 24 month plan I would have not bought the plan. But this was nowhere mentioned when buying the phone or protection plan in plain visible view. I have done everything correctly and my plan untouched will end 3/25/24 yet I cant use it due to additional fees.

  Business Response

  Date: 12/06/2023

  Hello There,

  We are very sorry to hear about this issue. Please contact the insurer about this issue as it is an external resource at this time.

  We do apologize for any confusion here.

  Thank you,

  Back Market Customer Care

  Customer Answer

  Date: 12/06/2023

  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]

   Im sorry but I have reached out to a manager explaining the cost and how much was paid for the protection plan. I had reached out over 3 times that day by phone. I was hung up on once. Im happy to speak with someone more directly to resolve this issue. 

   

   

   

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

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

  Business Response

  Date: 01/29/2024

  Hello There,

  We apologize for the delay here. Your refund of $283.45 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.

  Thank you,

  Back Market Customer Care

  Customer Answer

  Date: 04/24/2024

  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. Although they have added  it to an account no longer active causing continual delays and fees reaching $100 I was able to receive most of my refund. 
  
  Sincerely,
  
  ****** *******  
  
  
   
  
  

• Initial Complaint

  Date:12/05/2023

  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.

  *** READ FIRST: BACK MARKET COMPLAINT one (1) pdf attached. (This is complete historical sequence with documentation). ALSO SEE SUPPORTING DOCUMENTATION:Back Market ******* supervisor read first (pdf)Back Market ******* supervisor (pdf)Back Market **************** (pdf)NOTE: ******* called today (first attempts were November 21) and future attempts after that. THIS IS THE FIRST DAY SPEAKING WITH A SUPERVISOR AFTER MULTIPLE EMAILS AND CUSTOMER SERVICE REQUESTS. Today, December 4, ******* offered a small reimbursement but it in NO WAY solves the issue of the ***** BOARD (showing suspicious cycle count) with the phone. Apple states that the phone may fail. Because of Back Market delays with communicating with me (and they cannot guarantee the Seller has a replacement phone), the replacement option may not be available? And they cannot overnight a replacement phone! I am leaving the country December 30 which they knew! I need an escalation please. Please see history in BACK MARKET COMPLAINT one (1) pdf attached.

  Business Response

  Date: 12/06/2023

  Hello There,

  We are very sorry to hear about this issue. The seller has confirmed they have a replacement available.In this case, you can use the return label provided in your claim to send the device back to the seller so they can then send a replacement device to you. Please follow up in your open claim if you have any other questions about this.

  Thank you,

  Back Market Customer Care

  Customer Answer

  Date: 12/06/2023

  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 spoken with *******, supervisor, as indicated when I submitted the complaint, and told him that I NEED TO HAVE MORE DETAILS about a) shipping method and b) condition of the phone that is being offered for replacement.
  IMPORTANT: I have expressed that I CANNOT be without communication for a number of days.  They KNOW that I am leaving the u.s. on December 31 and because of the last disappointing condition of the current phone, I would have to get the newly shipped phone checked out by Apple.  Prior to shipping, Back Market would have to provide from the Seller, the EXACT condition of the proposed replacement, including battery (whether it is new or not, AND battery health, AND cycle count) PLUS they would have to guarantee overnight shipping and ship at the SAME TIME I am shipping the current phone back. I have previously stated this to Back Market (*******). I find it surprising that they did not state these facts to Better Business Bureau.  It is not just a matter of replacing the phone. It is a matter of critical timing and the proposed replacement's current condition which I would have to know ahead of time. (I have lost trust). Timing is of the essence!  As information, I started trying to get a response from Back Market on November 21st!  DELAYS FROM Back Market have CAUSED this timing condition and it would be expected that they would make accommodations for overnight shipping, etc. Again, I have expressed this to Back Market (*******).

  ******* also instructed me to find out from Apple what the repair costs would be on the current phone: battery/excessive cycle count (if that can be determined) and the display screen.
  I did not have the opportunity to go to Apple today and will try tomorrow, December 7, 2023.

  Also I need to determine how to merge all my data to a new phone.  Back Market's delays and the Seller's violation of condition requirements have resulted in severely negative customer experience. ******************** needs to make attempts to make the next steps easy on me as the customer!

   

   

   

   

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

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

  Customer Answer

  Date: 12/21/2023

  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 called the 855 number and talked to **** and he said he would ask ******* to call me. No one has called me. 
  We are running out of time. Is that the intention?

  I have asked about the condition of the replacement phone and have received no information. I have asked for clarification on a resolution and have not received that.

  I have asked for a supervisor to call. ******* is the one who knows the case. I have received NO CALLS.
  What else am I supposed to do? This is really, really a bad experience and the company is intentionally unresponsive it appears.
  *******************
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  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 12/27/2023

  Hello There,

  I am very sorry for any delays here. At this time, via this form we cannot assist with this issue further, however, you can dial our customer service line about this so one of our agents can resolve this issue for you:
  
  **************

  Thank you for your continued patience.

  Back Market Customer Care