I purchased a phone from BackMarket on 10/17/23. I received the phone and after about 3 months or so, it started powering off and back on randomly. The phone had a one year warranty, but I didn't realize that I had to send the phone in first. I didnt have another device to use while I sent that one back in, so it took me some time to be able to buy another device so that I wouldn't be without a phone. I finally sent my device back in on 6/24/24. I wiped all of my information off the phone, package my phone up carefully, with additional bubble wrap, etc to ensure that it would arrive in good condition back to BackMarket. I received a message through the app a couple days later stating they received an empty box, asking me if I forgot to put the phone in the box. Thankfully, I packaged my phone at my job and I have it all on video. I have the video of when the UPS guy came and picked it from my job because he makes regular, daily, drop offs and pickups from us because we are a very popular retail establishment. I sent them the video of me packing it and when the UPS driver left out of the store with the package. Despite me sending this to them, they (multiple customer service agents) continued to send me requests for a document that I should have been given when I handed over the package. I continued to refer to the video documentation and explaining that I didn't take it to a shipping facility and we never have any problems with shipping items from my store. My back and forth communications have been going on for 2 weeks now. I have asked on multiple occasions for a manager to call me, but nothing. I woke up this morning and all of a sudden, I have an email from BackMarket stating that fraud has been suspected on my BackMarket account and it has been suspended. So now, I have zero access to my account to be able to reference my order, the conversations I've had regarding my missing phone, and I still have no phone nor any money for my phone. I have my tracking number of where I sent it back but everything else is in the BackMarket account.

At this point, I feel that BackMarket is a scam. They have taken my money, someone has my phone, and I am not being compensated despite doing my due diligence in trying to simply get a phone repaired that I had for less than an year and started showing issues within a few months of purchase.

There isn't a number for me to call. Everything has to be communicated through the app (which I no longer have access to) or this email that I received this morning regarding the suspected fraud.

I took my time to write this review to give the back market a chance as I wanted to support a company that helps the environment, appeals to students, and tries to lower the cost of technology in a sustainable way. However, at this point, I'm left with no choice but to explain my experience and warn other customers to buy from the back market based on my experience. I bought an iPhone 12 with a year's warranty and in excellent condition. I also bought a case and screen protector with it. It all looked good reliable, and protected. I received the phone on time but the case got "lost in the mail", while I got refunded, I had to buy a new one again and the worst part was that in that week of me having my new phone without a case the back of the phone cracked. It was the way it cracked as well while sitting down and having the phone in my back pocket. Not really in "excellent" condition. This was a weird and unfortunate coincidence, but it was fine. I moved on and was thankful that I had my insurance. Here is where the story really made me believe this was a scam. I went to the repair shop with my work order created, having paid the 40 pounds base insurance rate. The guy refused to fix my phone because the serial numbers between the phone and the insurance contract were different. This was infuriating, especially considering that the phone had cracked in the easiest way and that I didn't have a case because it was "lost in the mail". The next weeks I argued with a lot of different back-market boltech customer support. Sending over 40 emails and calls. I also finally got through to the backmarket support which showed me that the error was their fault as the invoice they had placed with the phone did have the correct serial number. I contacted the insurance company with this and told me this would fix my issue. After waiting for weeks they finally told me to visit the repair shop as they would "resolve the matter". I was dubious in doing so because my insurance contract still had the same erroneous serial number. Anyway, I went to the repair shop hoping they had contacted the guy, or something would've happened as I was desperate to fix my cracked phone, 3 weeks after I had bought it! I arrived at the shop and the problem persisted. I called the insurance customer support again and again, all giving me the same answer: "Let me ask my colleague". I wasted 2 hours of my time at the repair shop because I had received an email telling me to go there, without the issue actually being fixed. Now, a month later after my phone cracked, it still hasn't been fixed, I'm down 40 pounds and countless hours of my time writing and calling their truly incompetent customer support. I want to believe this was all a massive coincidence, and that most people's experience isn't like this, but if it was up to me I would very much stay away from back market.

0 stars! DO NOT BUY FROM BACKMARKET, SPECIFICALLY Calipaks! I purchased a Galaxy Z Fold 3 (which is probably the 4th or 5th purchase not including all the folks I encouraged to purchase products here). So far so good, but this MOST EXPENSIVE purchase was the absolute nightmare that makes you not want to purchase refurbished phones. I was so excited for a Fold 3 and decided to pull the trigger, I made the mistake of going for a "fair" quality product. My case arrived before my phone I was so worried about taking care of it and I installed the case before even turning my phone on. I loved it for 3 weeks then one night I went to turn on Netflix and watch a show before bed but there was massive black line down the center of the interior where the phone folds/"flexs". Without hesitation I reported this to Backmarket thinking there wouldn't be any issues given there return policy and especially since I was only 3/4th of the way through my 30 day warranty. They did NOTHING! Told me that I must have dropped my phone and a collision broke the INTERIOR of the phone? WHAT?!?!?! That doesn't even make sense! I've since started the process of reporting the transaction to my credit card company, will be serving them to small-claims court, and unfortunately this entire experience has completely soured my experience with this market place. I will never recommend them to a friend/family member in fear that this could happen to them and I be responsible for encouraging them.

Also, it looks like this is now a trend: https://en-contact.com/frances-most-valuable-startup-back-market-faces-a-lawsuit-a-success-storys-first-glitches

I would think twice before using them these days. It's not the customer service or customer experience oriented company they once were. Shameful.

This should've been marked excellent! Was throughly impressed with Backmarket. Will be back soon!

I have two orders it's was AirPods Gen 2nd and iPhone 11 Pro Max, they were in fair but amazing condition, and everything in the orders was fine

I purchased a rose-gold MacBook Air (2020) at the end of February 2023 because I needed a new laptop and didn't want to pay the full price for a new one.

I found BackMarket and was hesitant, for good reason.

I order my laptop and held my breath because I had never used the website before, nor bought any of my electronics as refurbished.

I was initially pleasantly surprised as the laptop seemed brand-new and worked perfectly.

A few days into having the laptop, a small smudge-looking thing on the screen appeared. I thought nothing of it and believed the screen needed a wipe.

Fast-forward to May - the screen is full of circle-looking things and the laptop looks battered, despite me only purchasing it in 'good' condition 12 weeks ago in February.

I went through their 'Problem with my order' process and had to go back and forth with a customer service advisor called Buse who did eventually help me as I no longer want to keep a laptop which is obviously not up to standard. Buse agreed with me that the condition of the laptop is unsatisfactory. She sent me a return label for the laptop.

BackMarket has a 1 year warranty and both advisors who I have spoken to, Buse and Guy, have told me contradictory information even though BackMarket says on its own website that the products have warranty.

The man I spoke to today, Guy, about whether I would get a refund for my insurance policy or not, told me that the laptop is not covered by warranty because I have damaged it, but this is not the case! He was extremely unhelpful and sounded condescending.

TO THE POINT WHERE HE SENT ME WEBSITES TO RESELL THE LAPTOP WITH THE DAMAGED SCREEN FOR A 'GOOD PRICE'

The level of customer service is absolutely appalling. I bought this laptop as a graduation gift to myself, and I would never ever ever in my wildest dreams use BackMarket again. I will be getting a refund for this 3 month old laptop who has the screen of a 15 year old laptop. I have not damaged my laptop at all. It has not been in contact with water, nor has it been dropped. Those who have had MacBooks before would know that this is not a good condition of a screen! Anyone with any critical thinking skills could see that!

I am so disappointed! Please see pictures. I have owned three MacBooks in my life (2014 Air, 2017 Pro and 2020 MacBook Air Refurbished from BackMarket) and I've never ever seen such a horrible screen.

I purchased a Macbook Pro and an iPhone 13 from Back Market. I found the initial process easy but my first order for a phone was cancelled by the refurbisher a day later and I was informed that I would have to wait for the money to be refunded to my card. I tried again by selecting another phone using the paltry discount I was given by Back Market as an apology and did not realize it was from the same refurbisher and again this phone order was cancelled a day later and I was notified that my card would not be immediately refunded in the process. *Just an FYI: There is no way to sort out certain refurbishers on their site so you don't select the same business again.* Once I finally found a REAL, AVAILABLE phone it came rather quickly and the condition was better than I expected. It seems to be working well, for now at least. I then had issues with sending back my old item as a trade-in after it was stolen somewhere between the UPS store and arriving to the refurbisher. I had to file a police report, which I did, and was told that I would need to refile a report because you do not receive a copy of the report after it's made online, even though I had record of submitting the report through a case number. I had also filed a UPS stolen property report but that was not sufficient. The intended recipient even had pictures of the box as it arrived, indicating that it was opened during shipping and the phone was stolen but that was enough and so I'd rather deal with the loss of my old phone and any credit than continuing this process. My other issue was with my Macbook Pro that I ordered. It looked perfect and there were no condition issues whatsoever, however, after two days I discovered that it wasn't charging properly. I filed a report per the instructions of the website and it took two days for someone to get back to me and they said I would have to mail it back for repairs. I've decided to take it to the Apple Store to see if they can fix the charging port instead of sending it back to them and waiting for repairs or a replacement. This is not the best experience I've had with buying refurbished items and in the future will stick to other sources or just buy from eBay since I tend to have less annoyances from there, fortunately.

I bought a "Hp Notebook 15-da0076nr 15-inch (2017) - Core i3-7020U - 8 GB - SSD 1000 GB" on February 11th, 2020. It arrived on February 13th, 2020 (2 Days Later.)

Worked great for the time I had it. Until one day it got extremely slow.

I reset it, and did all of the software checks on it, still had that problem. I contacted Back Market for support, and the support team stated that the laptop is no longer in warranty (1 year), coincidently the time that the "1000 GB SSD" became a "256GB HDD" in the File Explorer.

Left with no choice but to either pay for it to be repaired or fix it myself, I went with fixing it myself. I took off the screws and opened up the computer. I found 1 stick of DDR4 8GB Ram/Memory, and low and behold a "1000GB HDD" Drive. For those who don't know, HDD is practically an outdated drive that relies on moving parts to scan a disk. SSD (The one that the computer was listed as) relies on Electronics and is typically much faster.

I ended up resetting it again, cleaning the software and hardware, and switched the Ram to the secondary slot, and now it works.
I was left with a Laptop with 8GB DDR4 and 1000GB HDD. The computer runs as you would expect with these specs.

Posting the fine details, but quickly reviewing, I'll never order from this company again. Summary - Backmarket tries to be an intermediary, but their replies are almost as useless as not replying at all. They need to vet their sellers or hold them accountable for problems. BM says to only communicate with Backmarket, yet it feels like nothing is truly communicated to the seller.

Originally, I did research on this site, and it seemed to have relatively high ratings. Like anything, I expect some bad reviews, and I was unfortunate to fall victim to having a negative experience... I don't mind getting refurbed phones, but I definitely want a warranty. Backmarket including a 1 year was definitely a draw.
- When purchasing a phone (Galaxy S21 Ultra) the size capacity was a serious consideration (as it has no external storage), so I chose a 512 GB
- there are lots of color options, so I chose Phantom silver over the plain vanilla black. ( about a $150 premium)
- I received the phone, backed up my old phone, and started transferring into the new phone.
- After fully transitioning, I realized I should have done an inventory check... When checking the capacity, I was shipped a 128 GB. Doh what a waste of time.
- Immediately opened a case, was given a return label, and I sent it back.
- I politely asked for expedited shipping for my return phone, a slightly better condition ( I ordered good), or at least a price break for wasting a lot of my time. Backmarket ignored this request with their many replies that don't answer anything.
- I let them do their thing, and when the tracking showed the seller received it, I was told they have 48 hours to send a replacement phone.
- A tracking # was provided. The phone shipped from the NJ... and a few days later was delivered to NJ. I politely reached out to BM again and said that they either gave me the wrong tracking, or the seller mailed themselves a package.
- I received a message from BM stating that my phone was received by the seller, and that they have 48 hours to get back to me (basically starting over). I escalate and tell them that they are giving bad info, and i demand an updated response and resolution.
- After a bit of back and forth, I get an answer that the seller actually doesn't have my phone in stock, and they offered me a black colored replacement.
- I told them that they've ignored my requests for a discount to make things right. I will not accept a replacement that is far cheaper than what I paid. I asked them if I would receive the same condition phone at the same price? They offered me $40 off. I told them I paid $150 higher for the color scheme. I told them politely to shove it, and just give me a refund.
- I was replied to and they said that the refund request was put in with the seller, and they will let me know if it was approved
- I reminded them that their policy was 30 days returns no matter the reason, so send it to me immediately.
Basically, I wasted 2 weeks, did not have a new phone, only to waste countless hours trying to coach them of how to problem solve their own own procedures. I think Back Market tries to do a good job with communication, but if they aren't listening or aren't accomplishing anything, I might as well be talking to a wall. I think the seller is largely at fault, but they just DGAF. Being a business owner, I completely understand the difficulties of running a business especially since the pandemic. However, having an experience like this vs just paying full price, I'd pay full price for a phone any day. I ended up buying a mint condition, non refurbished phone from Swappa at a higher price, and had 0 issues with the process. I know that your experience will always vary, but this interaction was frustrating enough to warn others. Just for others to know, eBay definitely reprimands sellers. They also have one of the best phone insurance policies of the used market, and I do recommend them. Unfortunately they did not have the size and color of the phone I wanted.

Paid $540 for a MacBook. Got an empty box via UPS. Thanks to PAYPAL; they covered me. Bad seller!