ComplaintsforBack Market Inc.

• Initial Complaint

  09/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Galaxy Note 10 plus 5g 256 GB Aura Black $513.45 Order # ******* My phone came in the mail 8-4-2021 I opened my phone 8-11-2021 opened the package I noticed the back glass was cracked. I sent a message to the saler telling them the issue and damage to my phone. back market KCCS wireless told me it could have been shipping they asked me to send pictures.8-26-21.I sent the pics I also have attached pictures.8-27 they said it wasn't from shipping so didn't fall under warranty but they could fix it. I explained to them I received the phone with damag.8-30-21 they told me to use a label and send them the box the phone came in. I wasn't for sure if I had the box. I went to try to activate the phone and it wasn't compatible with my carrier but it was suppose to be fully GMS &CDMA unlocked. They will not replace the phone untill I pay for damaged I didn't do but there discription if the phone was wrong and it wasn't fully unlocked.

  Business response

  09/21/2021

  Hi ****,

   

  I'm terribly sorry to hear about the phone connection issues and the damage!

   

  After reviewing your case, it looks like it was delivered on August 4th, but the damage was not reported until August 11th, 7 days after the delivery. To ensure that our sellers are getting accurate information we require that all damage is reported within 3 days of delivery, so while your seller is correct that this device is not covered by your warranty, they are still happy to repair that for an additional fee. You can find more information on our damage policy here: 

   

  I also checked your phone's IMEI and connection information and it is reported as fully unlocked. Typically if a phone company has trouble connecting a device not purchased in-store, they'll default to saying the phone isn't unlocked, which that usually isn't the case. If you are able to re-attempt the connection at your phone carrier's store, they should be able to successfully connect it. If not, the issue might be the damage itself. Damage to a device can disrupt the SIM card connection which can cause connection issues. Your seller's offered repairs should resolve any of those issues for you!

   

  Best,

  Steven from Back Market

  Customer response

  09/21/2021

  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,
  
  **** *****
  
  
  
   
  
  . The owner offered my repairs at my cost. And the phone is only able to be at&t carrier

• Initial Complaint

  09/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid $500.03 to back market for a refurbished phone their site guaranteed would work on my network. I paid $30 for overnight shipping. The phone did not come for 3 business days. When it arrived it turns out it does not work on my network. Verified this with my carrier as well as back market tech support. Returned the phone and was guaranteed full refund within two days. Its now been 4 days and I have not received any refund whatsoever. I really need that money and they have failed on every front to honor what they say. I need my money back.

  Business response

  09/02/2021

  Hi ****,

   

  My apologies for the mix-up and the seller's delay on the refund! I've processed it now so you should see it back in your bank account in the next 2-3 business days.

   

  I'm terribly sorry for all the headaches that this order caused and will do whatever we can to help make things right. If you'd like to give us another chance, here's a 5% discount code to make up for the delay: ***********************************

   

  If there is anything else we can do for you, please don't hesitate to contact our support team at ******************************.

   

  Best,

  ****** from Back Market

  Customer response

  09/03/2021

  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

  09/01/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a refurbished phone advertised as unlocked (Order ********). After spending weeks trying to set this phone up, I learn the phone isn't unlocked as advertised, and as such critical features don't work. Tried to resolve through the third party seller that they host and their solution is to erase my phone, mail it back (3--5 days), wait for them to try to fix it (2--3 days), wait for their decision to refund or replace the phone (1 day), wait for the money to be refunded (3--5 days) wait to buy and received a new phone (3--5 days) that might also be locked still. Backmarket advertises all over their site and in all communications they they "have your back." When I called to get some support, I got none. I got a rep ******* M) that had zero empathy for my situation, and could provide no guarantee of getting any thing done in a timely manner. In short they are liars and and falsely advertise support on their site. They allow sellers to advertise with no oversight.

  Business response

  09/01/2021

  Hi *******,

   

  I am so sorry that your device was not correct and want to assure you that the refurbisher will resolve this for you as quickly as possible.

   

  I see that you're concerned about the time, it'll take to get a replacement device or refund, so I'll outline that quick process for you here. When you send the device back, it should get back to the seller in approximately 2-4 business days. Once it arrives, the seller has 2 business days to send out the replacement, but many sellers are able to take care of that same day or next day because they understand the inconvenience that any delay here can cause. Shipping back should also be approximately 2-4 business days. During that time, we here at Back Market and your seller can provide any updates you need to ensure you're completely up to date. Additionally, if you would prefer to make a new order and return this device for a refund once that arrives, the refurbisher is happy to wait until that is complete.

   

  If you have any more concerns, you can always contact us at ****************************** or reach out to your seller directly.

   

  Best,

  ****** from Back Market

  Customer response

  09/01/2021

  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]

   Thanks for your reply but because the seller has a history of selling phones listed as unlocked that actually aren't, and coupled with the review that the seller claimed a returned item was damaged that was not, I do not feel safe sending my phone back. I sincerely do not believe the seller will be honest and I would like assurance from Back Market that I will get the service you out line. According to two of your reps and one supervisor this seller should have already been made to confirm all devices sold were accurately represented online, and that hasn't been the case.  I would be much more comfortable with a guarantee form Back Market.  This is also separate from the fact that i will be phoneless for likely 2 weeks which is a huge disruption to my work and personal life, all because the sell was allowed by Back Market to sell a phone falsely listed as unlocked. This return will also mean I now have to pay for cloud storage to back up the phone i did received, and wait for the new owe, which is an additional expense to me. How will you help me resolve this?  Your only action so far has been to send me to the seller but that seller has proven dishonest in reviews, so how will you step up to take care of, me, your customer?

   

   

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

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

  Business response

  11/10/2021

  To whom it may concern,

   

  We are following up on your email of the 18th of October concerning  *********************************** complaint under number ******** with the Better Business Bureau of ******** for a product bought on our Back Market platform.

   

  As a reminder, Back Market is an online platform acting as an intermediary between the sellers and the buyers. The seller remains solely and entirely responsible for the warranties and guarantees for the products sold on the platform.

   

  Here, on the 21st of August 2021, ********************************* bought a phone via Back Market from the seller MobileWorld ** LLC.

   

  On the 29th of August, ********************************* reported a network issue to the seller MobileWorld ** LLC, who provided a timely response and told ********************************* to send his product back free of charge to have it repaired or exchanged.

   

  ********************************* refused the solution and requested either a 50% credit to compensate for the time necessary to repair the phone, or a replacement phone for the duration of the repair.

   

  For your perfect information, please note that ********************************* also made a chargeback request to his bank on the 17th of September 2021 in order to force the reimbursement of his order. However, said chargeback was reversed.

   

  The seller proposed twice a prepaid return label to *********************************, as provided in article 4.2 of the Limited Warranty Agreement (as attached), and is still waiting for the return of the phone in order to repair it or reimburse *********************************.

   

  This being specified, neither the seller nor Back Market have any obligation, either by law or under our Terms and Conditions or the Limited Warranty Agreement available on our website, to compensate a buyer for the time necessary to repair its product or to provide a replacement product for the duration of the repair.

   

  In this context, we cannot respond favorably to *** ******** requests. We hope these explanations are useful for you, and we remain available should you have any further questions.

   

  Best regards,

   

  Legal team at Back Market

  Customer response

  11/16/2021

  Your website clearly states" 

  Every device is guaranteed to be 100% functional regardless of its grade:Fair, Good, or Excellent.

  How does that align with your comment that "...Back Market is an online platform acting as an intermediary between the sellers and the buyers. The seller remains solely and entirely responsible for the warranties and guarantees for the products sold on the platform.

  
  

  
  

  So do you or do you not verify sellers are posting accurate product descriptions? Also, I acted the way I did (filing for chargebacks etc.) because I don't trust your company or the seller.  Your reply here only solidifies that you don't care about the customers on your site and that  Backmarket is only a vehicle for taking money from customers and nothing more.  

  
  

  When asked in MANY ways how you could provide me a trustworthy option to return my phone, none have been provided and you continue to solidify that you are not to be trusted.  

  
  

  Happy to hear options for a return that will not put me out of having a phone for many days (which I have already made many suggestions how you could do this but you don't seem to want to actually help me, only make sure you took my money and that you keep my hard earned money.  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  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]

   

   

   

   

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

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

• Initial Complaint

  08/26/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I order used phone I phone 7 plus 128 gb I have never recive it.I file incdent report to police and forwerd as i was asked to back narket.I was saposed to recive it on aug 6 ***** traking numberv ************.I usely get small pakeges left in the mail box..I think they keft it fron door and some one has stolen the pacage.I have been comuncating since aug 6 but so far i have done what they ask but no relfe.I need help.I want to recive the phone i order or refund My payment with bank card it is on file.

  Business response

  09/01/2021

  Hi ********,

   

  My apologies for your delayed refund! It appears that the refurbisher misunderstood that the report you had filed with local police was the correct one for missing packages. To help ensure that there's no future delay on your refund, we've issued your refund. That should arrive back in your bank account in the next 2-3 business days.

   

  To help make up for the delay, here's a 5% discount off of a future order: ***************************************
  
  
  If there is anything else we can do for you, please don't hesitate to contact our support team at ******************************

   

  Best,

  ****** from Back Market
  
  
  
  
  

• Initial Complaint

  08/19/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I shopped around for weeks, wondering where I should buy a phone online. I wanted to find an accredited website and seller to get it from, with assurance that I would receive a working device and a warranty for if there were any issues. That's when I found Back Market. I felt assured that although I was buying a used device, that the 30 day return or exchange and one year warranty would cover if I had any issues with the phone. This was back in March. I received the phone, and it worked great up until 4 days ago. The touch screen stopped working. I thought to myself, "that's okay, I have a year warranty on this," so I reached out to the seller on BackMarket and received no response. I then reached out to BackMarket, and they told me they could generate a return label to the original seller for me if they don't answer. So now, they're telling me to send my expensive phone back to a seller who isn't answering me. I want to use my year warranty for a replacement or repair, immediately.

  Business response

  09/01/2021

  H* *********,

   

  I'm so sorry that you were having trouble with your device! While this seller was indeed no longer a part of our site, you're still, of course, backed by our 1-year warranty. We do ask you to send the device back to the refurbisher for legal purposes, but our team is able to refund your order without the refurbisher's involvement.'

   

  I'm happy to see that you did send the device back and our team successfully processed your refund! If there is anything else we can do for you, please don't hesitate to reach out!

   

  Best,

  ****** from Back Market

• Initial Complaint

  08/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a refurbished iPhone 8 from BackMarket from seller BuySaveRepeat. Upon receipt, the phone would not turn on or charge. I contacted the seller about the issue, who provided a return slip and asked if I wanted a replacement or refund. After returning the phone, I was informed the battery had been replaced (I did not replace the battery or open the phone) and thus I would not be getting a refund or replacement - they mailed the same defective phone back to me. I elevated the issue to BackMarket, who indicated there was nothing they could do. I was provided a defective phone (with the defective battery) in the first place, with no recourse even now that BackMarket is involved. The seller alleges the warranty would not apply since the battery has been replaced, but I did not open the phone - so the replaced battery was there when seller sent it in the first place.

  Business response

  08/30/2021

  Hello ******,

  
  Thanks for reaching out to the Back Market ************* team and sharing your experience with us. I hope all is well and am so terribly sorry to hear of the trouble you're having with this seller.

  
  Here's what we'll do moving forward: I will help you return the device back to the seller for a full refund.They should not have refused your return like that, since they have not provided sufficient evidence to support their claims.

  Using the attached **** 1st Class shipping label, please send back the iPhone 8 to the seller for a full refund. Once the device is returned, I will process a full refund of the order, as well as provide a nice discount for you to save some money on your next purchase.

  Again, I'm really sorry about this, and hope you know that this is not a common experience on Back Market. We want our customers to be super happy with their refurbished devices from Back Market.

  Let me know if you have any questions about the return process. I'll be right here if you need me.
  
  Wishing you all the best, and hope to hear from you soon.
  
  Regards,
  ******** from Back Market
  

  Customer response

  09/14/2021

  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 appreciate BackMarkets response and sent the phone back per instructions but just received another message from BackMarkets vendor that they again reject the return and are sending the defective item back to me - for a 3rd time including the first shipment. I asked them to contact BackMarket and please wait to send back, as I dont want to mail the same package back for a 3rd time and they refused, indicated they would send back anyway.

   

   

   

   

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

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

  Customer response

  12/14/2021

  Business did not resolve this and suspect it will not be resolved, please submit/publish complaint

  Business response

  04/26/2022

  Hello ******,

  I'm so sorry about the experience that you had here with your order. I wish I saw this sooner, because I would've had you return the iPhone 8 back to the seller for a full refund. After an investigation of your order, I've warned and informed the seller that their warranty exclusion claim was not valid, and based on weak evidence.

  
  Despite the documents provided on BuySaveRepeat's side to claim a warranty exclusion for this order, I'm still not convinced that you would take the iPhone 8 to another repairer/refurbisher to replace the battery only 2 days after initially receiving the device from the seller.
  
  The primary questions I had which caused me to doubt the seller's warranty exclusion claim are: (1) Why would you (the customer) take the iPhone 8 to another refurbisher only 2 days after initially receiving the device from the seller; (2) Why would you (the customer) take the iPhone 8 to another refurbisher when technical issues like this are covered by Back Market's 1-Year Warranty; and (3) Why would you (the customer) take the iPhone 8 to another refurbisher within the 30-day return window?
  
  For these reasons, I've decided to notify our ****************** and Quality team to immediately apply an improvement plan for this seller, which means this seller will be penalized accordingly and will need to proceed on our platform with an improvement plan.

  I see that you've already filed a chargeback with your bank for this order and have been refunded for the order by your bank. Again, I can't apologize to you enough for the experience you had here, and moving forward, if you're still in need of another device, please use this nice discount code that I made for you to use to save some cash: *********************. The code never expires, so feel free to use it whenever you like.

  Let me know if there is anything else I can do for you, or if this addresses your concerns I'll be right here if you need me!
  
  Wishing you all the best.

  Regards,
  ******** from Back Market

• Initial Complaint

  08/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our son ordered a refurbished iPhone XS in good condition from TH Mobiles Direct for $420, which was received 5/5/21, there was a very minor pixel issue on the screen, he decided to keep it.By the end of the 2nd week, the battery life wasn't much better than his old phone, that he had sold.By week five, the bottom of the screen was completely unrecognizable & the touch feature was unusable. When he contacted the seller for a warranty claim, they said he had 3 days to report any issues.Then they accused him of dropping the phone to void the warranty. When we contacted Back Market, they reached out to the seller, who refused any assistance,& Back Market offered a 5% discount on a future purchase.When we took the phone to be repaired, it was discovered the seller had refurbished the phone with a LCD screen vs. an OLED which was one of the primary reasons he purchased an XS. Back Market still did nothing. Phone has now been repaired at my son's expense.Photos are of the 1st day & 5th week

  Business response

  08/30/2021

  Hello ****,

  
  Thanks for sharing your experience and letting us know what happened. I'm really sorry that your son received an iPhone XS with a screen defect.

  We'll go ahead and send the iPhone XS to the seller for a full refund, and then I will provide a nice discount on your next order to save some cash on another iPhone XS of your son's choice.

  Please use the attached **** 1st Class label to send the iPhone XS back to the seller for a refund. If possible, please re-use the original packaging or a rigid box to ship the device back. Please also make sure to factory reset the device and to wipe any personal data from the phone.

  If you have any questions regarding the return process, please let me know immediately! I'm here to help you.

  Hope to hear back from you soon with good news.

  Regards,
  ******** from Back Market

  Customer response

  09/04/2021

  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. This is assuming the company refunds us in full after we have returned the device.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  08/13/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a ******* s10e and through the whole process the price was stated as ****** for the phone, a quality assurance fee of **** and sales tax of ***** for ****** total After submitting payment the phone changed to ****** with sales tax of ***** for a total of ****** This is a $60 price difference after paying I contacted CS and they are working on a solution for myself but another review had the same issue in 2019 so there is something wrong with the way you are conducting business

  Business response

  08/25/2021

  Hello *******,

  Thanks for reaching out to the Back Market ************* team! I hope all is well and am sorry to hear that you experienced a price change during checkout.

  Please note that Back Market is a marketplace that hosts thousands of sellers, who are all competing for "Buy Boxes" for every item with respect to their quality and pricing. Our marketplace is extremely dynamic, and prices can change without notice at any given time. If a item sells out, then the next best seller with the best quality and price will take over the "Buy Box" of the item.

  I see that you have already placed another order for the Galaxy S10e at $190.00 what a good deal! Moving forward, if you find something else that you like on Back Market, please use this discount code I made for you to save some cash: ***************************************'.

  Let me know if there is anything else I can do for you. I'll be right here if you need me!
  
  Wishing you all the best.
  
  Regards,
  ******** from Back Market
  

*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. ↩