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:08/19/2022

  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 feel as though we were duped from the moment that we decided to purchase this redundant hunk of electronic parts. People told me, dont waste your time with refurbished junk. I should have listened to them, but I was confident and defensive about purchasing this refurb from BackMarket. In addition to this I was even more confident that when during the checkout process the pop-up stating 2 years of additional protection for ****** and I clicked on it. The product never worked right and after careful evaluation we went through all of the policy steps. We contacted the seller first who told us to contact ****, then we contacted **** who told us it was a discontinued refurb and only the seller could be held accountable. After several attempts to contact the seller they finally sent us an RMA and shipping label. We then went to the *** store and dropped off the product to be shipped back to the seller. It arrived and after a few days the seller sent a photo stating that the warranty was void because of shock to the monitor screen. There was originally nothing wrong with the monitor and because the computer wouldnt turn on we were unable to obtain pre-shipping pics showing that it did indeed work. We told the seller that we never had an issue with the screen. They said it was the carriers responsibility and to contact them. We contacted *** and they said that we did not purchase any insurance on the item and the package policy states that they only include free coverage up to $100.00. We then contacted a backmarket associate who told us to contact ******* because it was outside the warranty so we contacted Asurion by chat and were told that they could not help. We contacted BackMarket and they referred me back to Asurion one last time and were told we would be refunded and then that was denied because they said it was not a laptop and because it was bigger they wouldn't honor the warranty repair or refund. Contacted back market again and was told we have bad news.

  Business Response

  Date: 09/14/2022

  Hello ***,

  Thank you for your patience. I hope all is well, and am sorry to hear that your device was returned damaged to the seller.

  At Back Market, we're committed to providing the best marketplace for people to shop for refurbished electronics, and we selectively partner with hundreds of sellers to get ready-to-use, fully functional and certified refurbished devices straight to the doors of our customers.

  If the customer experiences a technical issue with the device, they must report the issue to the seller in order to proceed with the appropriate solution. On the other hand, if the customer simply changes their mind and wishes to cancel their order and return it for a refund, this also must be communicated to the seller in order to ensure that the proper steps are taken to return the device, especially for devices as large as a **** all-in-one desktop computer. Sellers will provide instructions to customers on how to properly return a device.

  In your case, I see that the device was ordered on 6/3/2022 and was suddenly returned by you to the seller on 8/3/2022 without any prior notice of return to the seller. Please note that according to article 9.2 in our Terms of Service: "To return Product(s), Buyers must log into their account and indicate that they are returning the Product(s) because they have changed their mind (and not because of a defect or some other discrepancy) by clicking on the "Get Help" button for the order in question."

  However, as already mentioned, there was no communication from you regarding the return, and on 8/3/2022, the seller suddenly received a damaged device from you, which according to article 3 ("What is not covered?") in our Limited Warranty Agreement, voids any service under the warranty.

  Furthermore, according to articles 9.5, 9.6 and 9.7 in Back Market's Terms of Service, the customer is liable for the damage to the device:

  9.5 All costs and risks related to the return of Product(s) to the Seller are borne by the Buyer.
  9.6 If all the conditions relating to the exercise of the Right to cancel are met, the Seller will refund the Buyer the total amount of their order (including delivery costs).
  9.7 Buyers may be held liable for a loss in value of the Product(s) resulting from mishandling the Product(s) and/or their accessories.

  Regarding the device not being covered by the additional protection plan, screen damage for an all-in-one desktop computer is not covered, as this is not considered normal usage for this type of device, according to Asurion's Protection Plan Terms and Conditions: ********************************************************************

  As a commercial gesture, I've requested a refund of the Protection Plan of this order. Moving forward, you can get the device serviced locally by an authorized repair center.

  If there's anything else you need from me or if you have any questions regarding the warranty exclusion, don't hesitate to let me know I'll be right here if you need me. 
  
  Regards,
  ******** from Back Market
  

• Initial Complaint

  Date:08/16/2022

  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 bought an iphone 11 64 gb, I've been waiting for the product to arrive for a few days, but today I received an email that I created a refund request and the product was canceled. (I have not created any refund request.) My refund has not been made and they say it will be made within 10 days. What kind of nonsense is this? I am urgently waiting for answer.

  Business Response

  Date: 09/14/2022

  Hello ****,

  Thank you for your patience. I'm sorry to hear that there was a bit of trouble with the fulfillment of your first order.

  I see that the seller has cancelled your order on 8/15/22. I see that you already re-ordered the device on 8/19/22 with a discount code we made for you! Nice!

  If there's anything else you need from me, don't hesitate to let me know I'll be right here if you need me! 
  
  Thanks again for shopping with us at Back Market!
  
  Regards,
  ******** from Back Market
  

   

• Initial Complaint

  Date:08/09/2022

  Type:Customer Service 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 August 6, 2022, I was charged $173~ for a Pixel 3. The order did not go through, but I was charged for it. I contacted support on August 8th and have not heard back from them, even though the website guarantees a response within 24 hours. I am out $173 and have no working phone.

  Customer Answer

  Date: 08/09/2022

  Better Business Bureau:
  
  The phone was sent to me, the problem was a website technical problem.

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

  
  

• Initial Complaint

  Date:07/26/2022

  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 X 256GB (Order #*******) through Back Market. The phone displayed a black screen and apple logo and could not restart. The phone was sent back to the Back Market seller BuySaveRepeat twice. The seller confirmed they would "inspect the device, repair the device or replace or refund the order". The first time it was sent, the seller had the opportunity to inspect and examine the phone. The seller confirmed that they had repaired the phone and would be sending it back. The seller even detailed the repair that "to solve the problem our repair team had to reset the phone because they downloaded new software". When the phone was received, the same issue persisted. The seller apologized for not repairing it correctly, requested we send it back and offered a discount on a future purchase.We sent it back to the seller a second time. While in the possession of the seller for a few days we were shocked to receive a response stating the damage falls outside the warranty. The excuse provided is completely unacceptable, as the issue had been initiated with the seller over a month ago. Further, the device was not sent back in a "damaged or oxidized condition". When first sent, the seller had an opportunity to inspect and examine the device. While it was out of our possession and in the seller's possession, there was no mention of any type of damage that fell outside of the warranty. In fact, the seller stated they had repaired the device and even provided a description of that repair. The seller then sent it to us after being "repaired". If there was truly any "damage falling outside of the warranty" it would have been caused while in the possession of the seller or during the course of "repair".Back Market had stated that if repair isn't possible, the seller will send you a replacement if not you'll receive a refund". However, up to this point Back Market has been unhelpful.

  Business Response

  Date: 09/14/2022

  Hello ******,

  Thank you for your patience. I hope all is well.

  Regarding the iPhone X purchased through the Back Market platform on 6/15/2021, I see that you notified the seller of the screen issue on 6/16/2022 (the day after your ************** Warranty expired), which was on 6/15/2022. Despite your device being out-of-warranty, the seller still accepted the return of your device and inspected it to find that it was damaged by moisture and/or oxidation. Please note that oxidation violates the ************** Warranty agreement, which voids any coverage under the Warranty.

  Even though the Warranty had expired and the device was water-damaged/oxidized, the seller still proceeded to refund you on 8/3/2022.

  As such, this matter is considered resolved. If there's anything else you need from me, don't hesitate to let me know I'll be right here if you need me! 
  
  Otherwise, I wish you all the best! 
  
  Regards,
  ******** from Back Market
  

• Initial Complaint

  Date:07/26/2022

  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 bought an unlocked ******* Galaxy S20 advertised to work with ****************** and ***** through Back Market vendor GM Deals In December of 2021. I discovered in March of 2022 that the phone was blacklisted (stolen) when I had ******* technical support could not get WIFI calling working. GM Deals allowed me to ship the phone back, but they sent me a replacement phone that would not work at all on *******'s network. They allowed me to return this phone, and instead of providing a refund as stipulated by Back Market when they do not have a replacement, they offered me a ******* only locked S20. I preferred a replacement phone like the one I purchased, so GM Deals/Back Market sent me back the same phone that did not work! This was a defective phone, it flat out did not work, and they said there was nothing wrong with it. I complained and complained to Back Market via email with no help. Finally, I got through to ***** at Back Market's customer service number. He understood my problem, and offered me two options, a refund, or a ******* only phone. Given I was beaten down and hoping for some value out of my $460 investment, I agreed to the lower value locked ******* only phone. I shipped the phone back and GM Deals promptly notified me that the phone now has a crack on the back and this completely voids the warranty. I did not break the phone! They returned the defective phone that didn't work and that was now mysteriously cracked back to me Again! That defective phone should have been replaced with a like phone or a refund provided the first time it was sent back. They are going to respond that the already defective phone was damaged, but as I've stated above there is more to the story. GM Deals did EVERYTHING possible to avoid refunding my money or providing a good phone as required. Back Market did nothing!

  Business Response

  Date: 09/14/2022

  Hello *******,

  Thanks for your patience and for reaching out to Back Market's ************* team! I hope all is well.

  In regards to the warranty exclusion that was declared by the seller on your order, a severely damaged Galaxy S20 5G was returned to the seller on 7/9/2022 and was reported in damaged condition by the seller on 7/11/2022.

  As outlined in our Limited Warranty Agreement, the seller reserves the right to refuse any repair or replacement requests by the customer in the event that a device is returned to them in damaged condition. See article 3 ("What is not covered?") in our Limited Warranty Agreement* ***********************************

  If you have any questions regarding this warranty exclusion and the decision made here, feel free to ask them.

  Otherwise, I wish you all the best.

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

   

• Initial Complaint

  Date:07/18/2022

  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.

  Back Market sold me a phone that went out under warranty. They tried to refund the purchase, but the credit card I purchased it on has since been closed. I made them away of this before the refund, and now on 4 additional occasions. They cant figure out how to send money to another account, so theyre in the process of stealing $800 from me.

  Business Response

  Date: 08/22/2022

  Hello ******,

  Thank you so much for your patience. I would love to help and provide a resolution for you immediately, but I'll first need the order number or email address associated with your ************** account.

  I tried looking up your name and email address, but unfortunately, I could not find any orders associated with this.

  If you have any questions or concerns whatsoever, don't hesitate to ask I'm right here if you need me. 
  
  Hope to hear from you soon! 
  
  Regards,
  ******** from Back Market
  

• Initial Complaint

  Date:07/18/2022

  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 participated in the "Buy back" program, where I mailed my phone to Back Market and they were suppose to give me $54. It has been months and still no money. I asked for my phone back and they said that it has likely been refurbished and sold. All my bank account info on their web site is correct. All they tell me on the phone is "I don't know".Bad Company based in ******.... Buy *********

  Business Response

  Date: 09/14/2022

  Hello ***,

  Thank you for your patience. I hope all is well.

  The payment ($54.00) for your BuyBack order was processed on (7/19/22).
   
  Let me know if there is anything else I can do for you I'll be right here if you need me.
   
  Thank you for reducing e-waste by using Back Market's BuyBack program!
   
  Regards,
  ******** from Back Market
  

  Customer Answer

  Date: 09/15/2022

  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:07/08/2022

  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 a 2019 16 Mac Book Pro that only lasted 4 months. When I reach out out to the seller and customer service no resolution was provided and they would not honor the warranty. They gave me the run around for an entire month and could care less of the faulty products they are selling. All customer service did was give the generic were sorry this happened speech but there is nothing we could do in terms of there so called warranty, and I could hear in their voice that they could care less. Apparently the model that I bough has had issues with random internal screen cracks and over heating. Nothing was accidentally or intentionally done to the computer to make this occur. I have had MacBook for 15 years with no issues, until a bough a refurbished one, and it was a big expensive mistake. Backmarket wont do anything to help with the issue, just sent me a local place to get it fix at my expense. I am not yet done fighting this issue with the company and will find a way to get my money back or for them to foot the **** to get the screen fixed.Whatever you do do not buy from them, and stay far away.

  Business Response

  Date: 08/12/2022

  Hello ********,

  Thanks for bringing this to my attention. Please read this advisory article directly from Apple regarding camera covers and how they can cause damage to a MacBook's screen: ****************************************

  MacBook screens do not crack spontaneously or randomly. MacBook screens can crack when there is a camera cover, or when is something on the keyboard (like a pen or any object) and the lid is closed upon it. In your case, the camera cover may be the most likely cause of the cracked screen.Unfortunately, because of the cracked screen, this device is now excluded from the 12-month warranty.

  And as outlined in our Limited Warranty Agreement, the seller reserves the right to refuse any repair or replacement requests by the customer in the event that a device is damaged while in their possession.

  Moving forward, I encourage you to get your device serviced by a local professional.If you have any questions whatsoever, I'll be right here if you need me. Otherwise, I wish you and yours all the best!

  Regards,

  ******** from Back Market

• Initial Complaint

  Date:06/30/2022

  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 ********* Surface Book laptop for my sone (studnbet at ****) on 03/24/2022 from Back Market Seller promoted a 1 Year Warranty but in the small print they say "Back Market acts as an intermediary, and is in no case the seller or reseller of Products. Back Market is therefore not responsible for the Products sold via the Platform.The laptop stopped working properly within 3 months of purchase. The keyboard and touchpad stopped functioning.I initiated a warranty claim on 06/01/202 and returned the laptop to the reseller in good packaging. I was told on 06/17/2022 by the reseller that "I have confirmed that the hardware isn't causing this problem.As a result the reseller tried to repair by "wiping" the laptop of all software, which as informed on 06/19/202 partially fixed the problem.The reseller also wrote to me on 06/19/2020 that there were "known problems with the base connections" of ********* Surface Book laptops. Despite the preceding, I have just been told, after an exchange of messages about additional costs and possible damage in shipping, that the 1 year Warranty is not valid due to "physical damage" to the laptop. The reseller sent a picture of a slight crack in the screen which was not there when I shipped the laptop to the reseller and Backmarket say that "a cracked screen represents a damage not only on the external but also in the internal parts."This is false as the reseller already confirmed that "hardware (i.e. the screen) is not causing the problem."Backmarket refuses to honor the Warranty, the "wiped" laptop is now essentially worthless and I have therefore lost $616.I attach their latest email which nonsensically declines the Warranty claim but talks about my "phone" (sic) instead of the laptop I believe that Backmarket is taking advantage of good faith consumers and their actions in this case are misleading and dishonest.

  Business Response

  Date: 08/04/2022

  Hello ****,

  Thank you for your patience, and for sharing your experience with us on BBB.

  I see that the seller has in fact received your device and repaired it for your son, which was returned to him on 7/18.

  It makes me very glad to hear that we were able to resolve your issue with the ********* Surface.

  If there's anything else you need from me, don't hesitate to let me know I'll be right here if you need me!
  
  Otherwise, I wish you all the best!
  
  Regards,
  ******** from Back Market
  

  Customer Answer

  Date: 08/06/2022

  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]

  My complaint concerns the original decision of Backmarket NOT to support its client and offer a reimbursement or replacement. Backmarket rejected my warranty claim without giving a proper reason. They even referred in their rejection to "your iPhone" when the claim actually concerns a ********* Surface laptop. Clearly, Backmarket did even give due consideration to my claim and while they represent to their clients that they stand behind the products sold on their website in fact they do not.

  It is true that the reseller did accept to fix the laptop. This only goes to show that my claim was a valid one. There was no evidence of misuse, the dent on the outside of the laptop was present when I bought the laptop and the scratch on the screen had nothing to do with the failure of the keyboard (confirmed by the reseller).

  The repair of the laptop is only partially satisfactory. The reseller confirmed in writing that this model laptop has "known problems with the base connections" and it is now twice repaired, so I would have greatly preferred a reimbursement or, failing that, a full replacement.
  

   

   

   

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

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

• Initial Complaint

  Date:06/16/2022

  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 iPhone 12 Pro 128 gb excellent condition . I received an iPhone 12 (not pro) 64 gb and not the right color to top it off. I sent an email and all they had to offer was I wait for a sticker then send it back god knows how long thatll take and then my refund will take 7 days. I didnt order a phone to get a refund. Under federal law , the *** I do not have to return an item that was sent to me that I did not purchase. They still havent sent me the item I purchased and all they had to offer was if you decide to keep the item itll be 50$ off refund like these morons expect me to be ok with that, trying to scam me ? The product I ordered was almost 200$ more in value . This company is horrible and deserves to go bankrupt .

  Business Response

  Date: 07/13/2022

  Hello *****,

  Thank you for bringing this to my attention! I'm glad to see that you and the seller were able to come to a settlement to resolve the dispute.

  If there's anything else you need from me, don't hesitate to let me know I'll be right here if you need me!
  
  Otherwise, I wish you all the best!
  
  Regards,

  ******** from Back Market