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:07/26/2025

  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.

  Ordered IPhone 13 from Back Market on 6/18/2025. Paid Back Market ******. Phone was diagnosed by Apple Technician as defective due to inoperable Wi-Fi and Bluetooth connectivity. Returned phone on 7/16/2025. Seller received phone on 7/21/2025. Back Market has been unresponsive to inquiries. Back Market inadvertently sent me a message that appeared to be intended for seller. According to company policy Back Market is required to provide me a refund

  Business Response

  Date: 07/27/2025

  Hello There,

  We are very sorry to hear about this issue. We see that your full refund has been issued to you for this order. Please see the attached screenshot for the refund information.

  We appreciate your patience and apologize for any trouble this may have caused.

  Thank you,

  Back Market Customer Care

• Initial Complaint

  Date:07/24/2025

  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 phone from them promised to be in good condition. The phone never worked properly and the battery was not good. When I sent it back to them because it froze once, they were slow to update me and I was without my phone for weeks for a "simple repair". Then it bricked while updating after only a year. Now they won't complete my refund.

  Business Response

  Date: 07/27/2025

  Hello There,

  We are very sorry to hear about this situation. However, as the agent stated within your open claim: I understand your situation but in this case a return for a refund is not possible due to the warranty ending.If you want some money for the device I advice you to check our Trade In program were our sellers offer money in exchange of devices, you can check them here.

  Also remember that you can repair the device and we would cover up to 10% credit applied to your account upon invoice receipt if you opt to take your item for repair.

  Please follow up within your open claim if you have any other questions about this.

  Thank you,

  Back Market Customer Care

  
  

• Initial Complaint

  Date:07/24/2025

  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.

  Trade-in created 6/27/25 Shipped 7/16/25 Delivered 7/22/25 On hold 7/22/25 I had sent this company a Apple iPad Air M2 11 (2024) to sell to them for a payment of $316.00 and when they received the iPad they had sent me photos of the iPad that I "sent" them they had sent me a few photos of the iPad being completely destroyed being the screen completely broken but before I sent it to them I read there email and it told me to take photos of the iPad before shipping it off next to the tracking lable just incase anything were to happen so I taken the photos and saved them to my ****** photos just incase and I got a notification saying that the iPad they received was destroyed and Cloud locked (before I sent the iPad I removed it from my account) now the post is on hold and the company has yet to get back to me..

  Business Response

  Date: 07/24/2025

  Hi There,
  
  We are so sorry to hear that your iPad arrived damage! To better assist you, well need to conduct a carrier investigation as soon as possible so that you can be properly compensated. To do this, well first need you to open a ticket for your trade-in. You can do so at the following link: 

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

  We typically respond within 1 business day. Please let us know if you have any additional questions!

  Thank you,
  Back Market Customer Care

• Initial Complaint

  Date:07/21/2025

  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 an unlocked phone from Back Market. What I was sold was a locked phone that I cannot use. I called ******* and they said the phone is ulocked. Once I found out I tried to reach them but they only offer next day emails even though they promote that they are human to human customer service. I googled a number for them and the number says it's down for maintenance. When I looked that up, other people stated that it always says that. They also didn't say the phone was coming from a private seller. When I put in a complaint to their system it gave you the option to put that the private seller sent you the wrong item. It sounds like they aren't actually checking devices before they promise what they don't have.

  Business Response

  Date: 07/22/2025

  Hello There,

  We are very sorry to hear about the issue with your order! The first step here would be to open a claim with our care team for this order. To do so:
  
  
  1.  Log in to your Back Market account
  
  
  2. Click on "My Orders"
  
  
  3. Find the order you need help with and click on the "Ask for help" button next to that order
  
  
  4. Select the option that best describes why you're reaching out. 
  
  
  We typically respond within 1 business day. Let me know if you have any other questions in the meantime!

  Thank you,

  Back Market Customer Care

• Initial Complaint

  Date:07/21/2025

  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.

  Ordered new phone with wrong address (pure accident). Could not cancel order two hours after placing it, despite the website saying I could cancel anytime before shipment. Company shipped it at noon the next day, after they told me I could not cancel the order.Customer service told me to call *****, and ***** told me only the shipper could change the shipping address. Currently no way for me to cancel the shipment or change the address, and I cannot get ahold of anyone besides a ***** bot and a web chat where I get infrequent responses.I mistyped the address, so I have no idea where the phone will go. I will not be able to receive it, so I just want to cancel the shipment.

  Business Response

  Date: 07/23/2025

  Hi There, 

  We're sorry to hear about the error in your delivery address! For context, our sellers are unable to make edits to deliveries after the parcel has been shipped due to security and privacy reasons.  

  As stated in the most recent message of your claim, you can check the tracking link to explore your alternative delivery options, such as signing in advance and having ***** hold it nearby for a pickup: ********************************************************************************************

  If none of the available options work and the delivery is unsuccessful, the package will be returned to the seller. Once it's received, the seller will process a refund for you within 2 business days.

  Let us know if you have any questions about this process!

  Best,

  Back Market Customer Care

  Customer Answer

  Date: 07/30/2025

  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:07/21/2025

  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.

  Item was purchased on 7/13/25 and was supposed to be delivered on 7/16/25. On 7/18/25 I received a notification that ***** had delivered my package. After checking everywhere on my property, I reviewed the "delivery proof" photo on the carrier's tracking system. The photo was not taken at my home and was not at any neighbor's homes. There is no home in my neighborhood that even looks remotely like the photo taken. I reached out to ***** as well as Back Market. The customer service agent from ******************** informed me that after two days they would open an investigation - which is unacceptable. I informed them that I would be disputing the charges for the product that I did not receive and was told that the issue would be escalated and I would hear back very soon. 24 hours later, I still have not received any communication (and it has now been 3 days since the package was marked as 'delivered') and one week since I placed the order. Back Market choses to contract with ***** - not me. The missing item is their responsibility. We cannot place another order until we have been credited back for the item that was not delivered as promised. I do have video security footage of my home that proves that no ***** delivery truck ever entered my property and can and will gladly sign an affidavit to this statement.

  Business Response

  Date: 07/23/2025

  Hi There, 

  Thank you for your patience as we resolved your carrier investigation! Good news - we've issued a full refund of $136.25 to your original payment method. You should have received a confirmation message in your claim with more information. Please note that the time it takes for the funds to appear in your account varies depending on your payment method. In most cases, it takes around 3-5 business days.

  Please let us know if you have any additional questions, and thank you again for your patience. 

  Best, 
  Back Market Customer Care

• Initial Complaint

  Date:07/16/2025

  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 14 128GB in blue from their website through one of their vendors. I bought it in good condition. Not expecting the best out of the phone but definitely an upgrade from my iPhone 12 mini. A couple of weeks pass by after having received the phone and I notice that the front facing camera has dust under it and making the camera so foggy its unusable. But because I use my phone for work everyday I did not have a chance to send it in until I would have a vacation period. Until recently when the phone came in contact with water and started to fill up. it became extremely hot and was worried that the phone would expand or the battery blow up. I reached out to blackmarket and voiced my concerns regarding the product and that it never showed up in the standard quality (waterproof) as was promised. Now that its broken due to water damage they want to void the warranty even though it was never due to my wrong doing that the phone was not waterproof. I bought this phone refurbished because I simply do not have the funds to buy a new phone so having this one break after having it for about 2 months is a little disappointing and a waste of $350. I am looking for either a full refund (which blackmarket has said that that depends on the seller, which is not consumer friendly and makes me feel like they will just deny it) or I would like a replacement device (which *************************** had said that the seller does not do repairs nor replacements)

  Business Response

  Date: 07/17/2025

  Hi There, 

  We're sorry to hear about the issues you've had with your phone. We're determined to find a solution for you, and we thank you for your patience in the meantime! 

  Just to clarify, Back Market does not guarantee waterproof devices. You can learn more about this here: *********************************************************************************************************************************

  We understand that your phone has suffered accidental water damage, and we want to offer you the best course of action with this in mind. To verify the device's warranty status before you return it to the seller, can you please send us photos of your phone from all sides? This would be greatly appreciated!

  Best,

  Back Market Customer Care

   

• Initial Complaint

  Date:07/15/2025

  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.

  Product has not been delivered. It's late and I asked to cancel the order but BackMarket won't process a cancellation. BackMarket is nearly unresponsive, does not offer telephone customer service and the underlying partner *************** doesn't answer their phones or otherwise interact with the end customer.Somebody has to take responsibility for this failed transaction.

  Business Response

  Date: 07/16/2025

  Hi There, 

  We sincerely apologize for the hassle you've had with this delivery and have fully refunded your order as of July 15th. You should have received a confirmation message in your claim with more information. Please note that the time it takes for the funds to appear in your account varies depending on your payment method. In most cases, it takes around 3-5 business days.

  Let us know if you have any additional questions, and thank you again for your patience as we worked to resolve your claim. 

  Best, 
  Back Market Customer Care

  Customer Answer

  Date: 07/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and agree that they have communicated this information to me.  I do not agree that the case is fully resolved and reserve my rights to pursue consumer protection claims and monteary damages available under Massachusetts General Laws Chapter 93A in a civil action.
  
  Sincerely,
  
  **** *****
  
  
  
   
  
  

• Initial Complaint

  Date:07/11/2025

  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 laptop computer from this business. The laptop has had significant warranty issues and was functioning improperly, eventually it stopped powering on. I reached out to the business and reported the problem. They confirmed that the purchase was within the warranty period and asked that I mail the product to an address they provided. I used a label they provided to send the laptop to them. The laptop was packaged within the laptop box. They received the laptop. Upon reception they asked me for photographs of the laptop at the time it was shipped because they believed it was damaged in transit. I have replied with several photographs of the laptop at the time I shipped it to them, exactly as they requested. Someone named ****** who is helping me keeps replying to my message with the photos attached and communicates that he will not help me with the warranty claim because I have not replied with the photos. This didnt make sense to me because rhe message he replied to was the message where I replied with the photos he asked me for. Hes ignoring my photos and pretending I havent replied with them but i clearly have and its documented perfectly in the chat conversation with him on his website. Its very odd and Im confused how he could overlook something so explicit - Im being lied to and extorted out of my warranty. Please see the photos Ive attached which screenshot the conversation and youll easily understand. ****** may need some help with his cognitive function. I feel bad for him but unfortunately may need someone more competent to step in

  Business Response

  Date: 07/16/2025

  Hello There,

  We are very sorry to hear about this situation. However, as previously mentioned within your claim:

  At the beginning of the claim process, photos should be attached to confirm the device's condition prior to return. This helps us avoid situations like the current one.Since no initial photos were provided, we must rely on the evidence submitted by the seller, which indicates that the device is damaged. The seller has your device ready for return, so please confirm your delivery address to ensure proper delivery.

  We do apologize for the confusion and trouble this has caused. However, photos must be provided before the device is shipped back.

  If you have any other questions you can follow up within your open claim.

  Thank you,

  Back Market Customer Care

  
  

• Initial Complaint

  Date:07/10/2025

  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 purchased a MacBook Air 2017 from Back Market on 12/26/24, and it was defective from the start. When I first tried to use it, it wouldnt turn on at all. I assumed the battery was dead and plugged it init powered on, but the system showed no battery status. Diagnostics reported the battery health as very poor, and the laptop has continued to shut off randomly, even while plugged in. I reported the issue within days under their 1-year warranty and additionally, purchased an extra 24 month protection plan. Rather than offering a repair or replacement, I was told the seller had no more of that model in stock and that my only option was to return it and buy a different MacBook at a higher price. I explained I needed a computernot just a refundand asked if any discount or accommodation could be made to help me afford the replacement. They refused. I didnt accept the refund because I needed a working laptop, and buying another one outright was financially out of reach.What has followed has been one of the most frustrating customer service experiences Ive ever dealt with. Ive had to repeat myself to different representatives across multiple days, getting nowhere. The amount of time, stress, and energy this has taken has been significant. I am a working student and saved for months to purchase this device so I could begin my masters program. That start date has now been pushed back due to not having a reliable computer. I even sought third-party repair, but the quote I received was more than I paid for the laptop. This situation is not about wanting something for freeits about being sold a defective product and denied a reasonable path to resolution.I refuse to continue engaging with their ineffective customer service. A company offering warranties (and protection plans) must be accountable when their products fail.A common tactic in large corporation customer service is simply waiting for the customer to become so frustrated, they give up and go away.

  Business Response

  Date: 07/14/2025

  Hi There, 

  We're sorry to hear to hear about your experience with this order! It's never our intention to give our customers defective devices, and we're determined to find a solution for you. 

  Currently, this order is only eligible for full refunds as the seller is unable to make repairs and replacements. We understand that this would require you to purchase a replacement device. For next steps, please share a Back Market listing with us that you're interested in, and we will generate a 25% discount code for you to offset the price. You'll then be able to purchase the replacement laptop and return the original for a full refund. 

  Let us know if you're interested in this option when you get the chance! 

  Best,

  Back Market Customer Care

  Customer Answer

  Date: 07/17/2025

  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 shall be resolved subsequent to the following actions: the successful return, prompt refund, the allotment of a 25% off discount code, and lastly, my completed re-purchase of a similar device. 

  Below is the link to the listing which will be an acceptable alternative. I will need to send the computer back for the refund) before I repurchase. I will request that I am provided with a shipping label for the return, along with the discount code. I have also attached a screenshot of the listing. 
  The email associated with my Back Market account is *********************************. 
  

  ****************************************************************************************************************************************************** request 

  I look forward to receiving the shipping label, and finally having a laptop thats more useful than a paperweight. 
  Sincerely,
  
  ******** ******