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:05/17/2025

  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.

  I purchased an iPhone 14 ******* from a company called Back Market. They advertise in an online app. When you purchase something from them the order is supposed to show on the order page. Mine didnt so I only have a *** tracking number for the shipment only.The hav a30 money back guarantee.They sent me an email to confirm my order. The email tells me to click on a link to cancel or confirm. When I clicked on the link it sent me to my back market account. I couldnt return the order because it didnt show up on the order page. So according to the website I didnt make a purchase.I had intended to purchase an unlocked phone, thats why I was trying to cancel the order.I received the phone which is locked to ******** so I called them. The serial number of the phone I bought is still attached to an account belonging to someone else so they wont unlock the device.I also tried to call the seller by looking up the phone number and address. The phone number belongs to a different ********** Im stuck with a phone I cant use and no way to get in contact with ******** I just have an expensive piece of hardware, unusable for anything.

  Business Response

  Date: 05/19/2025

  Hello There,

  We are very sorry for the trouble here. It looks like there is some confusion on where your order is located. Your order number is: ******** and it is associated with your Back Market account that you signed up with using the apple ID login option. To locate this order, you can login using your apple ID on the app or insert the email address: *********************************************************** on the web browser login page. 

  Once you find this order within the correct account; The next 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 (with your apple ID or *********************************************************************)
  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

  Customer Answer

  Date: 05/22/2025

  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:

   

  I reject Back Markets response to my complaint.

  
  

  Back Market instructed me in their reply to my complaint, to go to my account and click on orders and follow the instructions to return the device.

  
  

  Whether I follow the link from my purchase confirmation email or I sign directly into my Back Market account and click on orders.  The screen says, Oops it looks like you havent purchased anything using this Back Market account.

  My purchase doesnt exist in the website account at all and never did.

  
  

  I stated this information clearly in my complaint.  However I received what appears to be a generic response that doesnt address my individual complaint.

  Since the only proof that I have received from Back Market is 3 individual emails 

  devoid of any account number or contact details.

  
  

  When Back Market replied that is the first time Ive ever seen an account number or contact information associated with my 

  
  

  Im willing to return the phone for a refund of my entire order, including the phone case and screen protectors.  They have been applied to the phone already.

  
  

  
  

  ****** *****

   

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

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

  Business Response

  Date: 05/22/2025

  Hi There, 

  We're sorry about the hassle you've had with this order! It appears that your order (#********) is associated with an account generated by an Apple sign-on. This means that you won't be able to access your order history by manually signing in with your email address. Instead, please sign in with ***** again.

  Once you've done this, the next step will be to open a claim with the care team for this order so that a designated agent can assist you further. 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 "Get 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. Please let us know if you have any additional questions!

  Best, 

  Back Market Customer Care

  Business Response

  Date: 06/02/2025

  Hi There, 

  Sorry for the confusion! For clarity, we've included screenshots of the account containing your order. You should find a photo of the order page as well as your profile page showing the auto-generated Apple ID email address.
  
  You mentioned that you're signing in directly into your account. Can you please confirm that you are not manually entering your email address? If you do this, you will not be able to locate your order. When signing in, you should see options to sign in using ******, *****, etc. Please select *****. If you've already tried this to no success, please let us know. 

  Best, 

  Back Market Customer Care

• Initial Complaint

  Date:05/16/2025

  Type:Product 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.

  My partner ordered a watch from **************: the Garmin Fenix 6s HR GPS.The company sent a Garmin Forerunner watch instead, which is a cheaper model and doesn't have many of the features that the Fenix has.We returned the Forerunner watch and requested a replacement or refund.Back Market claims that we received the correct watch and that we returned the wrong watch. In other words, they are insisting that we are trying to scam them by keeping the Fenix (the more expensive watch) and returning a Forerunner (the cheaper watch) and then trying to claim a *********, they are sending back the Forerunner watch that we returned and are refusing to replace/refund ***** this point, we just want to return the Forerunner watch and get a refund. The cost I have indicated below includes the shipping cost for the initial delivery.I have included a .pdf file of the initial order, as well as photos of the watch that Back Market sent (the Forerunner), and a .pdf file of our conversation with their customer service

  Business Response

  Date: 05/19/2025

  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 $230.14 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 Answer

  Date: 05/21/2025

  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:05/15/2025

  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 Galaxy S20 FE 5G 128GB - Dark Blue - UNLOCKED. What I received is a phone that can never be used by me or likely anyone else because it is locked to an **** account: Response from ****--Device IMEI number: *************** Request number: *************** We cant unlock this device until the former owner removes it from their **** *********** your device through a second-hand reseller? We cant unlock it until the former owner removes it from their **** account. When the device is removed from that account, you can submit a new request. If the device meets the rest of the eligibility requirements, well approve the unlock request.

  Business Response

  Date: 05/19/2025

  Hello There,

  We are very sorry for the delay on your resolution. Your case has been escalated to our internal specialist team. One of our escalation specialist will update you within your claim within 24 business hours.

  We appreciate your patience.

  Thank you,

  Back Market Customer Care

• Initial Complaint

  Date:05/15/2025

  Type:Product 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 ordered a phone on April 4th, 2025.Order#******* Product- Galaxy s24+ 356gb gray unlocked Item SKU ***************** Price- $513.59 USD Tax -$47.76usd Total price $561.35 Seller :cellfeee What I received was a ******* Galaxy S24 (not plus, a lower priced item) 256gb gray, unlocked.The IMEI number on the receipt was the same as listing on my purchase. So it was know to the seller and to the back market team who posted that this item wasn't correctly listed. That IMEI number is a unique finger print that tells information abou the phone, including the model type.I hadn't noticed the difference in the phone until I went to purchase a phone case, that's when I realized that my new phone case didn't fit my new phone. I have reached out to customer service and they gave me three options which I'm not satisfied with considering the level of deceit that has occured.The phone model retail price difference is 200$. Of course in a used market that is expected to be lower, but I don't believe the solution offered is sufficient. **************** representative, ***, due to the time difference, can only be reached one time a day, which makes the recourse terribly slow to find a solution, they also deny the gravity of the deceit and aren't willing to negotiate terms. At this point my trust in back market and he seller cellfeee are very low and it seems they are together in the conspiracy to misrepresent their products online.Lastly, in the email correspondence there is a button that says "have a complaint?" Contact us. When you do so it leads to a broken link, 404 error. That's unhelpful wouldn't you say? I seek a solution that provides me with the phone I purchased and some monetary refund agreement for the trouble and clear misrepresentation of "verified" products listed on their website.

  Customer Answer

  Date: 05/16/2025

  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:05/14/2025

  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.

  I purchased a Galaxy phone from Backmarket on 2/27/25 and traded in an iPhone in perfect condition. The Galaxy phone I received was in fine working condition, but I decided to send it back and move to a different phone carrier completely, which included a brand new phone. I began the return process and contacted support about returning the trade in iPhone to me, or payment for the iPhone since I was no longer keeping the Galaxy phone purchased from Backmarket. They gave me the run around and told me to contact someone else which I did with no response. It's now been 3 months and I've contacted several times with no response regarding the iPhone I traded in. No refund, no phone returned. So I just lost out in a couple hundred dollars because they "lost" my trade in? Unacceptable.

  Business Response

  Date: 05/15/2025

  Hi There, 

  Thanks for bringing this to our attention. Hopefully, we can reach a resolution for you. Regarding your trade-in order, we saw that your payment for this trade-in was sent on March 17th. Since the transaction is complete, it cannot be reversed. We apologize if there was any confusion regarding this policy. 

  Lastly, we saw that you received a full refund on April 1st for your purchase of a Galaxy S23 (Order #*******). Have you not received this payment? If so, we can share your ARN with you to help your bank locate the payment. 

  Please let us know if there's anything else we didn't address or if you have any additional questions! 

  Best, 

  Back Market Customer Care

• Initial Complaint

  Date:05/13/2025

  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.

  On 03/21/2025, I ordered a used ******* S 23 Ultra from Back Market. I received the item on 03/24/2025. On or about 04/29/2025, The phone stopped working. Problem: Touch screen not responding. I reached out to the vendor who responded with a return authorization and instructions to return the item. The instructions made it clear that they would attempt to repair the item. If the repair was unsuccessful, I would be refunded the amount I paid. I traded in an S24 that was valued at $269 and paid the remaining $271.58 on one of my credit cards, for a Total of $540.58. The item was received and the diagnoses deemed it unrepairable. Instead of instructing me to return the $2 charge cord that was included with the item at time of purchase, Back Market decided to deem it an "accessory issue" and only refund me $513.33, which is $27.25 less than what I paid. I have since returned their $2 TEMU charger and they informed me that my case was closed and I have yet to receive my full refund.

  Business Response

  Date: 05/15/2025

  Hi There, 

  We're very sorry to hear about the hassle you've had with your refund. Thank you for your patience as weve worked to get this sorted out for you. We went ahead and processed a credit of $27.25 to your Back Market Account - this amount can be transferred to an external account. 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 (it's super quick and easy!) to transfer the funds to an external account, ******, CashApp, or Venmo.

  Please let us know if there's anything else we can help with!

  Thank you,
  Back Market Customer Care
  

  
  

  Customer Answer

  Date: 05/15/2025

  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:

  I have checked my account and there are no means of (1) seeing where the refund was added, (2) forwarding or cashing out that refund to another account, (3) why won't they just send the credit to the original means of payment: pay pal.

   

   

   

   

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

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

  Business Response

  Date: 06/02/2025

  Hi There, 

  Sorry for any confusion! We've attached a photo that should provide a bit more clarity. To find your credit: 

  1. Sign in to your Back Market account (from a web browser if possible)
  2. Click "Other" at the top right of the screen (as shown in the photo)
  3. From there, you may need to complete the Hyperwallet signup (don't worry, it's super easy!)
  4. Once that's done, you'll be able to transfer the funds to an external account of your choosing (ie. PayPal) 
  

  If you're still having difficulty locating this, please call our US customer support line so that an agent can give you assistance in real time: ****************.

  Best, 

  Back Market Customer Care

• Initial Complaint

  Date:05/13/2025

  Type:Product 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 had purchased a refurbished iPhone 16 Pro Max on April 21, 2025. It arrived fine, but I was unable to activate it to my phone plan. I contacted Backmarket on 4/25/2025 stating my issue, I was then told to speak with ******* (my phone carrier), who told me the device was still connected to a phone number I didnt recognize and had a pending purchase order. I went back to Backmarket and stated this on 4/26/2025 and stated I wanted a refunde, and was given a shipping label and told it needed to be sent back to the merchant by 5/11/2025. I shipped the device on 5/4/2025, I was then told on 5/7/2025 (when the item was delivered) I would receive a refund within two business days, but I have received no refund or any updates.

  Business Response

  Date: 05/13/2025

  Hi There,

  We are very sorry to hear that you've had a difficult experience with this order. We apologize for this inconvenience and have made a refund of $910.47 to your original payment method as of May 13th. In the event of a full refund, well also reimburse Back Market fees, so the total amount you receive may be slightly higher. 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 the trouble this may have caused you. Please let us know if you have any additional questions! 

  Thank you,
  Back Market Customer Care

  Customer Answer

  Date: 05/13/2025

  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:05/10/2025

  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.

  The last two times I have purchased a refurbished phone from this business the phone has been entirely missing some functionality. With the last phone it was incapable of using speaker phone at all. With this phone it is incapable of recording sound through the mic except for videos??? But I can't capture sound with it through apps like ******* It's very disappointing and it seems to be consistent that the phone you purchase will, without disclosure, be fully missing some regular function.

  Business Response

  Date: 05/12/2025

  Hello There,

   

  We are so sorry to hear about this! 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 us know if you have any other questions in the meantime!

  Back Market

• Initial Complaint

  Date:05/08/2025

  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.

  I traded in my ******** switch to get $150. They say the payout has been done. I have not received my money and they are not responsive.

  Business Response

  Date: 05/09/2025

  Hello There,

  We are very sorry to hear about this issue. It seems that the payout was reversed due to an issue with your bank account and routing numbers not being correct. Once you correct and change the numbers to the right match, you can inform the agent you are working with within your open claim!

  If you have any other questions, we are happy to help!

  Thank you,

  Back Market Customer Care

  Customer Answer

  Date: 05/09/2025

  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 updated the banking info and let the agent know as well and Ive not heard anything back  

   

   

   

   

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

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

  Business Response

  Date: 05/15/2025

  Hi There, 

  Sorry to hear you haven't been receiving the emails from your care agent, ****** Please check your spam folder in case they've been redirected there. In the meantime, we've copied ******* most recent message to you below: 

  ------------
  

  "Hello ******,
   
  I hope you're having a wonderful day!
   
  I just wanted to check in and see if you received my previous email. No worries if you didnt! Ill be resending your payment information since we triggered the payment, and I havent heard back from you yet. I want to make sure everything is on track for you!

  If you havent received the payment yet, it might be a good idea to reach out to your bank directly, as they can assist you more effectively. They may ask for the *************** Provider number (PSP) for the transaction, which you can find in the screenshot above next to PSP reference. I hope that helps!
   
  Its always a joy to assist you! I truly hope all your questions and concerns have been addressed, and that weve provided you with all the information you need. Well be closing this conversation for now, but dont worryif you reply, it will reopen, and Ill be right back to help you! Your satisfaction means the world to us!" 

  ------------

  Additionally, we've attached the relevant photo for you to reference your PSP number. Please contact your bank accordingly so that they can source your payment, and let us know if you have any additional questions!

  Best,

  Back Market Customer Care

• Initial Complaint

  Date:05/07/2025

  Type:Product 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 used iphone from them and I sent them my old phone for a trade-in.They received my old trade-in phone that I sent them. They said that I should get $108 reimbursement.However, now after the whole trade is nearly done, they want me to provide extremely sensitive information with them to receive the $108. They are asking for my bank account number, routing number, drivers license number, date of birth, last four digits of my social security number. These is clearly very sensitive data and I don't want to risk having my identity stolen and someone drawing money from my account, or creating fake bank accounts in my name.They already have my credit card information, the one they used to charge me for new phone. They could simply send me money through that same credit card. Alternatively, they could simply send me a check. They have my old phone in hand. Clearly I'm not trying to scam anyone. There is absolutely no reason why they would need all of this information when they can clearly just send me a check or reimburse me on my credit card.

  Business Response

  Date: 05/09/2025

  Hello There,

  We are so 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 $108.00 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,

  *** from Back Market

  Customer Answer

  Date: 05/09/2025

  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,
  
  ****** ***