ComplaintsforBack Market Inc.

• Initial Complaint

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a iphone from Back Market and received the phone I discarded the **** envelope that it came in and put it on the side to set up after the weekend when i took it out i noticed a small crack on the side corner of the screen, it didn't bother me so much because my old phone was also cracked so i fiqured used phones ok, after setting it up i made some calls and the sound was very low even with the sound on highest and the people I called couldn't hear me, the only way to use the phone is with an airpod. I reached out and after going back and forth they insisted the only way they could take it back is with a pic of the phone and picture of the packaging with the shipping label which I have already discarded.

  Business response

  09/18/2024

  Hello There,

  We are very sorry to hear about this issue. For the trouble, we have gone ahead and issued you a full refund for this order. Your refund of $140.92 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 with this issue.

  Thank you,

  Back Market Customer Care

  Customer response

  09/18/2024

  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

  09/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Submitted a trade-in request for an iPhone 14 Pro Max and received an offer for $1,020.00. Device was in good condition and was shipped to the refurbishing center. Today, 9/16, I received an email from Back Market that my device will be shipped back to me due to the price they quoted me "being too high" and was "due to a technical issue."No technical issues were reported on their site and I am requesting that the trade in be processed as originally quoted. Technical issues are not a valid reason for reneging trade-in offers according to their terms and conditions. According to Back Market, the device is on it's way back to me via **** however upon logging into my *** account, I have no packages in transit. The value of my device has plummeted on third party marketplaces as the release of the new iPhone 16 is imminent, and as such, the device is worthless to me now. I request that the original payment amount of $1,020.00 be credited to my bank account.

  Business response

  09/17/2024

  Hello There,

  We are very sorry to hear about this issue. Thanks so much for your patience while we looked into this for you! For the trouble, I went ahead and processed a credit of $1,002.00 to your Back Market Account - you should be able to see that by the end of today. To find it, just sign in to your account and click "Other" at the top right of the screen. From there, you just need to complete the Hyperwallet signup (its super quick and easy!) to transfer the funds to an external account, ******* CashApp, or Venmo.

  Please let me know if there's anything else I can help with.

  Thank you,

  Back Market Customer Care

  Customer response

  09/17/2024

  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

  09/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  BackMarket.com Item(s) sold by AE Cells, Inc.AE Cells, ****** ************************************************************************************************************************ (EIN : *********)Order # ********* Description ******************* Total Before tax Sales Tax Quantity Total cost USD Galaxy S21 5G 128GB -Gray - Unlocked $0.00 $163.17 $16.72 1 $179.89 Warranty period*: 12 months Refurbished item(s)Back Market service fee $2.99 $2.99 Grand total USD $182.88 I ordered this phone on 8/6/2024 to be sent to my home. I received the phone. After 3 days, I started to notice the phone would not hold a charge. My Galaxy S21 5G has the following problem:Recently purchased and it will not hold a charge. I Tried charging and it stated 3 hours to charge but never fully charged. The screen continued to go black and freezes up. I was unable to charge at all and it will not turn on. I reached out to BackMarket/AE Cell for a REPLACEMENT and got the the runaround. I took pictures and sent it back. They stated it was received damaged which was not true. They stated they sent the phone back to a post office, not my address and will not tell me which post office and I never received it. They asked for my ID and I sent it. Now they are asking for Bank statements. It has been 1 month since I ordered and no resolution. They said it would be escalated but I get a different answer each time. I want my money back and will never order from them again. Please help. -A Good Customer (I have ordered several times from them before). This Company has gone downhill and untrustworthy.

  Business response

  09/10/2024

  Hello There,

  We are very sorry to hear about this issue with your return getting lost. For the trouble, we have gone ahead and issued you a full refund now for this order. Your refund of $182.88 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.

  Please let us know if you have any other questions in the meantime.

  Thank you,

  Back Market Customer Care

• Initial Complaint

  09/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ordered a phone in early July , we also paid for the extended warranty for 24 months of 112 dollars so this phone in total was ****** a few weeks after the phone arrived it started flashing black screen and also the phone would die within two hours of charging it with normal use. This was similar to what happened with my old phone which is why I had to buy a new one. I however didnt return the phone within the 30 days even though it was already having issues because I was stressed about not having a phone again and figured I had a warranty so it would be fine. Then sudden,y my phone flashes green a few days later about 40 days after receiving. So I message back market get it sent back. Back market is supposed to respond with 3 days but then I get a random call just saying the phone is broken of my fault and its not covered by warranty. Makes no sense because I didnt damage the phone, I sent pictures of the phone so they know its no damaged, also even if I did damage it I paid over 100 dollars for a 24 month warranty. So then after days of talking back to back market showing how it wasnt damaged they say okay they can fix my phone but it has water damage. I didnt drop my phone in water. Now I file a claim with the insurance and insurance is saying its not covered because its under warranty. This was supposed to be 3 days and I have now had no phone for TWO WEEKS that I paid over 600 dollars for. Back market just keeps telling me theyre investigating theyre investigating. Why did it take over a week to figure out it had water damage? Also why did I receive a phone with water damage. **************** is a nightmare to get through to I currently filed a claim with my bank to get the money refunded as I dont have the phone and my trust with this company is completely broken. Also as a consolation they offered me 5 percent off that expires in 30 days.

  Business response

  09/09/2024

  Hello There,

  We are very sorry to hear about this issue. For the trouble, we have gone ahead and processed a full refund for you now. Your refund of $487.01 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.

  Also, we have cancelled your insurance policy, so that refund will appear within a few business days after it processes.

  We appreciate your patience while we looked into this for you and apologize again for the trouble this may have caused you.

  Thank you,

  Back Market Customer Care

  
  

  Customer response

  09/11/2024

  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

  09/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 7/19/24 I purchased a new phone from you. That order included a promise for me to send in my old phone for an estimated buyback value of $40. The new phone arrived fine so on 8/8, I sent the old device to you. On 8/20, though, I received a counteroffer from refurbisher ************ for $2 due to a claim that the device does not power on and off appropriately. I asked them to demonstrate this behavior in a video and they said they would; then they began to claim that videos could not be attached in BackMarket's website and, when provided with an email address as alternative method of sending, began to claim that sending a video would violate GDPR protections. See screenshots attached. I am extremely frustrated that they did not provide evidence for the claimed defect that lowered the value of my resale by 97%. They led me on throughout these messages, too, and I find it incredibly convenient for them (as well as highly unlikely overall) that the claimed defect could only be captured through video, which they cannot send.At this point I reached out to BackMarket for help. A customer service representative asked if I wanted to auto-accept *******'s offer if we could not resolve the issue within the two week window. I said NO. The customer service representative also implied that ******** has been having recurring challenges with their resale counteroffers, which I take to mean that they have been trying to scam other people besides myself.That all brings me to this week. Not only was ************ still unable to send me evidence of the supposed defect, BackMarket has done very little (if anything) of substance to help with my concern, and I received a notification on 9/4 that their system auto-accepted the refurbisher's offer AGAINST MY EXPRESS WISHES. At this point I want: BackMarket to revoke ********'s ability to operate on their platform; BackMarket to add video capabilities to their platform; and my device sent back to me as expressly indicated in email.

  Business response

  09/09/2024

  Hello There,

  We are very sorry to hear about this issue. Thanks so much for your patience while we looked into this for you! For the trouble,  I went ahead and processed a credit of $39.00 to your Back Market Account - you should be able to see that by the end of today. To find it, just sign in to your account and click "Other" at the top right of the screen. From there, you just need to complete the Hyperwallet signup (its super quick and easy!) to transfer the funds to an external account, ******* CashApp, or Venmo.

  Please let me know if there's anything else we can help with.

  Thank you for your patience.

  Back Market Customer Care

  Customer response

  09/09/2024

  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

  09/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I PURCHASED A PHONE IN JUNE 2023. AFTER 1 YEAR THEY HAVE LOCKED THE PHONE AND NOW I CANT USE IT !IT WAS LOCKED BY BACK MARKET. IT HAS BEEN REPORTED STOLEN!

  Business response

  09/09/2024

  Hello There,

  We are very sorry to hear about this issue. We see you have opened a claim for this order. Our agent will respond by the end of the day on 9/9/24 as we got your request over the weekend. For quicker assistance, you can call our customer support line at: ***************

  Thank you for your patience!

  Best,

  Back Market Customer Care

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/1/23 I purchased a iPhone 13 Pro Max from Back Market. On 8/9 I purchased an iPhone 11 Pro after the previous phone experienced major water damage. During that purchase transaction a trade-in for the damaged phone was offered despite the non-functionality. Estimate based on condition indicated was $187.8/16/24 I sent the iPhone 13 Pro Max to Back Market using the label they provided. I never received any other materials so I insured it was packaged well in an unmarked box. I did get an email from Back Market confirming the label was scanned and acknowledging the phone was on its way to the refurbisher.8/27/24 I got a notification that a counter offer was available for $95. The reason for the counter offer was that the phone received was not the same model I originally indicated. After reviewing the counter offer and the attached images, it was clear the phone they were talking about was not anywhere even close to the phone I sent in. Not only was it a different model, it was also an entirely different color. I responded accordingly and reached out to Back Market directly the same.Since that date, I have corresponded with back market almost daily about this issue. Because I did not take pictures of the phone prior to sending it in, which was not a suggested or required part of the trade-in process, they are advising they have no recourse and neither do I. Their statement is that my only options are to accept the counter offer or decline it and receive the phone back. As a reminder, this is not my phone and I refuse to receive a phone that belongs to someone else. I have no use for it, I dont even know if it would work with my carrier. It honestly feels like their refurbisher saw an opportunity to make a lot of money by switching out the phone and scamming both the company and myself. I have reached out to legal counsel for a consultation but have not filed anything at this point. All requests for Back Market to make this right have been refused.

  Business response

  09/06/2024

  Hello There,

  We are very sorry to hear about this experience. Thanks so much for your patience while we looked into this for you! For the trouble,  I went ahead and processed a credit of $187.00 to your Back Market Account - you should be able to see that by the end of today. To find it, just sign in to your account and click "Other" at the top right of the screen. From there, you just need to complete the Hyperwallet signup (its super quick and easy!) to transfer the funds to an external account, ******* CashApp, or Venmo.

  Please let me know if there's anything else I can help with.

  Thank you,

  Back Market Customer Care

• Initial Complaint

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a refurbished MacBook from this company, and I ordered OVERNIGHT shipping. It did not come overnight so I went out and bought one on my own because I needed it badly, once the item arrived at my house, I sent the item back. The seller is saying the package never arrived, but I have clear proof from ***** that it did arrive. I was told to submit many documents, and then I would be refunded, I submitted ID, Bank statements, proofs of address etc. it has now been days and I still have no refund and I still have no answer from this company. All in all, do not buy from this company, their chat support is unhelpful, and they do not keep word on their promises.

  Business response

  09/06/2024

  Hello There,

  We see that there is still an active carrier investigation in your open claim right now. Please continue to work within your claim to resolve this issue. If you need more urgent assistance, please call our customer support line at: ***************

  Thank you,

  Back Market Customer Care

• Initial Complaint

  09/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sent in some old airpods and they never paid me. **************** said they could not help me without a picture of the product that was not in my possession because I sent it in.

  Business response

  09/04/2024

  Hello There,

  We are very sorry to hear about this. Thanks so much for your patience while we looked into this for you! For the trouble,  I went ahead and processed a credit of $19.00 to your Back Market Account - you should be able to see that by the end of today. To find it, just sign in to your account and click "Other" at the top right of the screen. From there, you just need to complete the Hyperwallet signup (its super quick and easy!) to transfer the funds to an external account, ******* *******, or *****.

  Please let me know if there's anything else I can help with.

  Thank you,

  Back Market Customer Care

• Initial Complaint

  09/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 5/6/24, I received my Iphone 13 pro. It was slightly glitchy but I figured I could tolerate it. On June 7, I contacted BackMarket because the glitchiness had gotten out of control. It would get hot, had a mind of its own and would be taken over by "ghost touches" where the phone would go nuts, even calling people of its own accord. It would shut down, thinking I had entered my pass code too many times (when I hadn't touched it at all) and then when I took it out of my pocket it would say I couldn't access the phone for an hour. The screen was hard to read, flickery, and not very responsive. When I contacted them, **** of customer service said that because I was 1 day outside of the return window I was not eligible for a refund, but we could try to fix it through resetting, etc. I tried all suggestions and nothing helped. Finally, **** told me that I should send back the phone so the reseller could fix it, send me a new phone, or refund it. My work makes it hard to be without a phone, so **** suggested I purchase a new 2nd phone from them and then we'd get the other phone fixed and everything resolved within the 30 day return window so I could use the new phone while the old phone was getting fixed. I did this and received the new phone on August 5. It worked great, and I sent the broken phone back immediately. On 8/19, my old phone was returned to me untouched. **** said it was not actually broken, but I should send videos if I had the same issues again. I immediately sent photos and videos of the issues I could capture. He said I should send it back AGAIN, which I did. They received it on 8/26, and I have no word from them, even though they say all fixes will be returned in 3 days. The return window on the new phone closes tomorrow, and they are not returning my messages. I have asked that they simply let the new phone purchase stand, as the phone works great, and return the $526.81 that I paid for the first phone (that is currently in their possession.)

  Business response

  09/04/2024

  Hello There,

  We are very sorry to hear about this issue. For the trouble, we have gone ahead and issued you a full refund for this order. Your refund of $526.821 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 and apologize again for any trouble.

  Thank you,

  Back Market Customer Care

  Customer response

  09/04/2024

  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,
  
  ***************************
  
  
  
   
  
  

*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. ↩