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:09/11/2023

  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.

  Hey I really needed this phone the day it said it was going to be delivered but now its late I would like some composition for this issue there was no heads up just a big horrible surprise that my item would be late while im waiting at the door like a dog waiting for it to arrive.

  Business Response

  Date: 09/11/2023

  Hello There,

  I am very sorry to hear about this. I understand how crucial it is for you to receive your product promptly. I would love to be able to expedite the process. Nevertheless, please note that once your order has been shipped, we rely on the carrier's delivery timeframes, which are beyond our control. Therefore, we must wait for the package to be delivered on the expected day.  

  - Estimated delivery: Monday, September 11 by 7:00 P.M.

  - Tracking:

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

  Please let us know if you have any trouble getting your order.

  Back Market Customer Care

  
  

• Initial Complaint

  Date:09/01/2023

  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 used BackMarket to trade in my 14" Macbook Pro on August 7, 2023. By August 9, I was notified my trade in was accepted and the agreed upon price ($1107.00) would be sent to my banking account within 6 business days. Six business games came and went and I hadn't received my payment. After contacting their email support, I was told there were payment information missing from my account (picture of my photo ID) and providing that information would release my payment. So, I complied and waited for my payment. Another week goes by and I haven't received my payment, nor have I received any update from their email support team. Next, I call their customer support phone number and I'm informed there's an "issue" with my payment, but the representative couldn't tell me exactly what the problem is and they would have to escalate my case to someone else. It was supposed to take 48 hours to receive contact from escalated person. After waiting nearly a week I have still not received any correspondence from Back Market regarding my trade-in. I still have all email correspondence of being told what I needed to do to alleviate the issue, but nothing beyond that. It's almost intentionally unhelpful.Their opaque processes need to be fixed. But, in the meantime, it's pretty simple that the only resolution to this matter is issuing me the agreed upon amount $1107.00.

  Business Response

  Date: 09/01/2023

  Hello,

  Thanks for writing in although I am very sorry to hear about this trouble. Thanks so much for your patience while we looked into this for you! I went ahead and processed a credit of $1,107.00 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, PayPal, CashApp, or Venmo. Please let me know if there's anything else I can help with.

  Back Market Customer Care

  
  

  Customer Answer

  Date: 09/01/2023

  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:08/31/2023

  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.

  Back Market sold us a phone that was advertised to be in excellent condition. The product arrived in condition that was not functional. The company refused to return the item, provide a refund or take responsibility for the false advertising. This company is running a scam and needs to be stopped.

  Business Response

  Date: 09/01/2023

  Hello There,

  Thank you for writing in. Unfortunately, it seems that there is evidence of water exposure with the mentioned device, which, as we mentioned earlier, voids the warranty. I understand this may not be the news you were hoping for, but I wanted to be transparent with you. During the refurbishing process, our sellers sometimes need to open the devices for testing and diagnostics. As a result, we cannot guarantee waterproof sealing on refurbished devices sold on Back Market.If you disagree with this decision, you have the option to contact your bank and dispute the charge. This process, known as a chargeback, can help you recover the funds.

  Back Market Customer Care

• Initial Complaint

  Date:08/31/2023

  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 used iphone. I went to pickup the delivery to *** store, when i got home, not found was inside the box. It was stolen (who wants to steal an iphone if it is impossible to activate).Back Market started helping me first they asked me to fill out a form, explaining what happened. Bought the phone in Aug/5/2023 and picked it from the store Aug/15/23.Back Market now is asking me for my ********** ID. My question here is how safe my ID will be so I sent a photo of my ID but I blocked my DOB and DLNumber along with a black line on my eyes.They say that that image is not acceptable.When i am asking them to call me to talk to a human they just don't answer. I just need to know if my information that i give them won't end up being for the wrong uses.It's been since Aug/05/2023 until today Aug/27/23 that they cannot resolve my problem;they cannot return my money nor replace the iphone that was my original request.Can someone help here?Thank you

  Business Response

  Date: 09/01/2023

  Hello There,

  I am very sorry for the trouble you experienced here. I have gone ahead and triggered a full refund for you now. It should be sent within 3-5 business days. Please let me know if you have any other questions about this.

  Back Market Customer Care

• Initial Complaint

  Date:08/30/2023

  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.

  On 03 August 2023, the Apple Watch seemed to be malfunctioning, and I returned it. I thought I unlocked and erased it from my iCloud (I am pretty sure I did). There was some back and forth messages. I followed their directions to unlock it, and suddenly, out of the blue, on 19 August 2023, they said they were mailing it back to me. However, I am not at the location they are mailing it to. I keep telling them I won't be there for a month, but they now are under the impression it is stolen. I have no idea why this item was mailed back. The item is not icloud locked. I believe it is malfunctioning. I can only tell them so many times. Also, if it is icloud locked, it doesn't matter if you mail it back to me as icloud lock is a digital lock which I can unlock/lock remotely. This has been a poor experience.

  Business Response

  Date: 09/06/2023

  Hello,

  I am sorry to hear this. Can you please provide the order number and email address associated with this order so we can take a look for you.

  Thank you,

  Back Market Customer Care

  Customer Answer

  Date: 09/22/2023

  Here is the requested information.

   

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

  Order #*******

  Business Response

  Date: 09/26/2023

  Hello,

  We are so sorry to hear about this issue! However, to rectify the issue of the seller sending the device back to an address you were not at without requiring a signature, we have gone ahead and processed a refund for you. Your refund of $264.43 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 about this.

  Back Market Customer Care

  
  

• Initial Complaint

  Date:08/30/2023

  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.

  Place an order through the website for a security camera. The order was accepted and my credit card charged immediately. The order status indicated an estimated ship date of 8/23/23 and delivery date of 8/28/23. On 8/28, I contacted support to indicate that I had not received the shipment and that the tracking number provided doesn't show that it was actually shipped. They asked me to fill out a lost shipment claim and provide them with my government issued ID. They did not refund my payment. Their claims certificate lists several reasons which do not apply to my case, since the item was never shipped. these are the cases below:1) The package is declared "lost"bythecarrier / the tracking link has shown no movement of the package for at least four working days 2) The package is indicated as "delivered" by the carrier's tracking but *********** signed the delivery proof. I have filled a police complaint for theft or identity theft.3) The package arrived empty 4) I received the wrong product None of those apply to my order.

  Business Response

  Date: 08/30/2023

  Hello,

  Thanks for writing in, although, I am sorry about the trouble here. We have gone ahead and triggered a refund for this order now. The balance will be sent within 3-5 business days. Please let me know if you have any other questions about this.

  Back Market Customer Care

• Initial Complaint

  Date:08/29/2023

  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 shipped in a MacBook and a ******** through their ***************** expecting to get over 300$ , waited 2 days, for them to tell me that they were only gonna give me 50$ for one of the products, whatever.. not a big deal. Money is money.. right? I accept the price change, wait for the money. It says it could take up to 6 days, okay?? I wait. Nothing. No money. I wait some more. NOTHING. Its been 9 days. No money, the support team is not great at replying to emails. I need this money. And they dont care. ?? Theres no option to talk to the people I sold the devices to about the problem. Just a forum to submit a help request to Back Market. Submitted not 1. Not 2, but 3 requests. I have had to call to get the info i needed and even then im not getting what i need. Its just this one lady ***** answering the phone.. Everytime. And theres no option to get MY electronics shipped back to me. Such a scam.

  Business Response

  Date: 08/29/2023

  Hello,

  Both payments have been sent, please make sure your banking information is added to this trade-in account, so the funds can be sent.

   

  Thank you,

  Back Market Customer Care

  Customer Answer

  Date: 09/01/2023

  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]

   I have fixed my bank information a million times and it has not fixed it. You guys f*cked up??? Fix it please 

   

   

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

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

  Business Response

  Date: 09/06/2023

  Hello,

  I see that the transfer for the credit requests for this issue was completed as shown in the screenshot above.

  Thank you!

  Back Market Customer Care

  Customer Answer

  Date: 11/08/2023

  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:08/28/2023

  Type:Sales and Advertising 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 or about December 10, 2021, I purchased an iphone 12 for Order # ******* iPhone 12 64GB - Blue - Unlocked in excellent condition for $648.13. My carrier was visible, so when the sim worked I assumed that the phone was unlocked. On or about July 8th, 2023 I wanted to go to an esim and discovered that the unlocked phone they sold me was indeed locked. I went back and forth with their tech support to no avail. They tried blaming the provider, but they are the ones who sold it to me. All I asked for them to deliver to me what I bought ...an Unlocked iphome 12 in excellent condition. They refused. This is the resolution that I would like.

  Business Response

  Date: 08/28/2023

  Hello,

  As previously stated within the claim this customer opened:
  
  "After reviewing your case with the relevant departments, I regret to inform you that our procedures require adherence to the thirty-day withdrawal period. Unfortunately, as this period has expired, we are unable to process a return, replacement, or refund at this time.I understand that this news may not be what you were hoping for, and I empathize with your frustration. Please know that we value your satisfaction as a customer, and we strive to provide the best possible experience. While we are unable to accommodate your request in this particular instance, I'm here to explore any alternative options or assist you in any other way I can."

  This case is almost 2 years past its warranty so we can no longer assist with this issue.

  Back Market Customer Care

  
  

  Customer Answer

  Date: 08/29/2023

  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:

  The issue is not the 30 return period. The phone is not defective and works perfectly.  The phone was advertised as unlocked and it is locked.  It is not the consumers responsibility to confirm that the products that Backmarket are selling match the sales description.    In my opinion , selling a locked phone that is supposed to be unlocked and is not is a deceptive business practice.  I really hope that we can resolve this before I have to seek relief in the ************* courts under Chapter 93A , which provides for triple damages in the cause of deceptive business practices in consumer sales.  Thank you,

   

   

   

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

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

  Business Response

  Date: 09/22/2023

  Hello There,

  So sorry to hear about that. For your trouble, we have gone ahead and processed a full refund for you now. Your refund of $648.13 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!

  Thank you,

  Back Market Customer Care

  Customer Answer

  Date: 10/04/2023

  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:08/21/2023

  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.

  I used Back Market to trade in my iPhone 14 Ppr on 7/21/23. After handing off my device to the ************ the package was shipped and then lost 2 days later. After contacting *** and Back Market, both sides launched an investigation on or around 7/23/23. As of this day, no resolution has been reached and both sides are blaming each other for the delay. I believe the resolution should be reimbursement of the promised and agreed amount of $760.00. I have remained in close contact with Back Market on this issue and have saved all email chains with them as well. I have even reached out to *** who was unable to provide me with much information since they see Back Market as the sender and not me. I hope to come to a sensible conclusion to this ordeal. I look forward to hearing from you

  Business Response

  Date: 08/21/2023

  Hello There,

  We are very sorry to hear about this trouble. Thanks so much for your patience while we looked into this for you! I went ahead and processed a credit of $760.00 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, PayPal, CashApp, or Venmo. Please let me know if there's anything else I can help with.

  Best,

  Back Market Customer Care

  Customer Answer

  Date: 08/23/2023

  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. I'm never going to use this service again because I shouldn't have to go this far to resolve this issue. I hope Back Market learns from this mistake 
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/17/2023

  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.

  On 11/17/22, I purchased an iPad Pro 12.9-inch 5 Gen (2021) 128 GB- Space Gray- (Wifi+GSM/CMDA + 5G) device with a warranty period of 12 months, for the amount of $785. In the month of June 2023 or thereabout, the iPad no longer turned on. In the agreement, there was a stipulation that the iPad should be returned in order to either be repaired, or the amount refunded in 3 business days or 2, respective of the repair outcome. On 8/1, a return label was sent to me, and 2 hours later I dropped it off at the shipping center, and subsequently on 8/7 the item was confirmed received. On the last of the 3 days allocated to repair the device, the company ************ requested the password through Back Market chat, which I confirmed... Two weeks after the initial contact, I was promised contact within 24 hours after I reached out again. I have received NO contact from Back Market well over 48 hours after initiating contact. If BBB is unable to resolve this matter, I will be taking this to small claims in hope of a speedy resolution.

  Business Response

  Date: 08/18/2023

  Hello,

  We are very sorry for the delay. We have reached out to the seller about this issue and to update you within the claim as soon as possible. We appreciate your patience. Please let me know if you have any other questions about this.

  Back Market Customer Care

  Customer Answer

  Date: 08/22/2023

  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]

   I am not against the agreed upon solution; however, I cannot say that I am satisfied yet because I have not received my product yet. I will be happy to mark this as "resolved" as soon as the product is safely in my hands. I would have waited to submit a "satisfied" result, though it was unclear how many days I would be able to respond, and I did not wish to wait for the product to show up, as I have not received any shipping information.... and am otherwise uncomfortable waiting in good faith, and missing a deadline for response. 

   

   

   

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

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

  Business Response

  Date: 08/24/2023

  Hello,

  Please find the tracking number provided by the seller below:
  

  ********************************************************************************************
  
  The package is marked as delivered as of 8/23/23. This case has now been resolved.

  Back Market Customer Care

  Customer Answer

  Date: 08/30/2023

  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.

  I wanted to make sure that the item arrived as described and it did.

  ultimately, this could have been resolved without the use of the BBB had the company simply done what was advertised AND/OR simply been in communication if things had changed. I hope that Back Market learns from this and responds to messages in their promised time frames in the future.

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