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:05/04/2023

  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.

  I placed an order with rush shipment charges on 04/26 for a 04/28 delivery date.On April 28th, May 1, May 2, May 3 and now May 4 (five days total now and counting) I have asked for updates, a replacement, a refund, anything really to make up for the fact that each day my shippment shows "to be delivered today", isnt, and is pushed along.Per their policy, they cannot action anything when the delivery shows a new date.They have stuck me a perpetual cycle of "to be delivered", not delivered, and updated to the next day with no resolution, next steps, or any resolution.I have communicated with the team back and forth for over a week now today, several times a day, and there has been no clear answer. Do not purchase from this company.

  Business Response

  Date: 07/26/2023

  Hello,

  We provided information on how to process a return for a refund, but the customer never followed up on this. This case has been resolved due to the lack of customer response to go through with a return.

  Back Market Customer Care

• Initial Complaint

  Date:05/03/2023

  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.

  Order # ******* I purchased it in December of 2021. I needed to get a replacement which I got in September of 2022. While it was super inconvenient to be without my phone, they sent me one that was not what I paid for. I paid for a fully unlocked for any carrier Galaxy s21. The replacement I received was an unlocked phone for **************** only. Being without my phone had put me behind at work so I couldn't just send it back. Now this phone is giving me issues where it's not connecting to 5G and the battery life is atrocious just like the last phone started to be like after about the same amount of time. No one told me that the warranty doesn't apply to the replacement phone. So now I'm stuck with a phone that I can't switch to another carrier and that is now defective. They didn't offer to fix it, they didn't offer to replace it, they offered me a measly 5% discount which I can't use with PayPal purchases. Big whoop. I can't afford a new phone $25 off isn't going to help me. This should be rectified because I didn't receive the product I paid for.

  Business Response

  Date: 07/26/2023

  Hello,

  Since this device was purchased over a year ago, this device is out of warranty so we are unable to accept this claim.

  Thanks for your understanding.

  Back Market Customer Care

  
  

  Customer Answer

  Date: 07/30/2023

  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]

  The replacement was sent under a year ago and the wrong device was sent. No one told me I only had less than 2 months to have it corrected. You also don't have temp devices and you don't allow us to hold the current device until the new one comes in. Every other place in the industry does when buying refurbished devices which you claim yours are. They either put a hold on a card or charge people if they don't receive the phone within 30 days of the replacement being received. That being said correcting SELLER errors becomes a HUGE issue for the buyer as they end ** phoneless! 

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

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

  Business Response

  Date: 08/01/2023

  Hello, 

  As previously stated:
  
  "I completely understand that we do not offer temporary devices and that is not easy for you to be without a phone for a few days.Long story short: our sellers tried this and it didnt work. Customers werent returning their temporarily loaned devices, which wasnt great for us or our sellers. So, we opted for another solution: a lightning-speed turnaround time.We require sellers to repair and ship your device back to you within just 3 business days."

  Also, you contacted us again until May of 2023 and the warranty expired on 12/4/2022 even with the 3 months of extension for the replacement, we are unable to take care of your device. I hope that you understand that the seller was always willing to help you replace the device once again and help you with a solution but you took 8 months to contact us again.

  This case has been resolved. No further action will be taken.

  Thanks,

  Back Market Customer Care

  Customer Answer

  Date: 08/03/2023

  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 will be pursuing this further the full amount that I paid for the device in small claims court. Demand letter was already receive by certified mail. 

   

   

   

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

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

• Initial Complaint

  Date:04/27/2023

  Type:Order 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 4/24/2023, I ordered an iPad Air 3 (2019) and a **************** Pencil to go with it. I made this purchase because the Back Market website lists the ***************** as being compatible with the iPad Air 3. I subsequently learned they are not compatible. So, Back Market is either willfully or ignorantly listing incorrect technical specifications about their products. When I contacted their customer service, they merely sent me return information and even getting that was like pulling teeth. They don't seem interested that now I'm out the time it takes to return these products, and to find suitable replacements elsewhere. Nor do they seem to care their website lists incorrect information (it lists this compatibility error for ALL OF THE **** AIR3s ON THEIR SITE!).

  Business Response

  Date: 07/26/2023

  Hello,

  The seller was notified of this error and we offered the customer the ability to send the device back for a refund if needed. This has been resolved.

  Back Market Customer Care

  Customer Answer

  Date: 07/26/2023

  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]

  Their website STILL lists iPad Air 3rd gen devices as being compatible with the ************* Pencil though it is not. Apple's own website confirms that iPad model requires the *************** Yes, they offered me a refund, which they have to do anyway since that's part of their returns program. But they haven't corrected the information on their website and are still in a position to mislead customers.  

   

   

   

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

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

  Business Response

  Date: 07/26/2023

  Hello,

  We have forwarded this to our copy team to fix this on the website.

  Thank you,

  Back Market Customer Care

• Initial Complaint

  Date:04/24/2023

  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.

  I ordered an iPhone 14 Pro 256GB - Space Black - Unlocked on 3/16/2023 for $1172.28 (Order *******). Shortly after receiving it, I started the return process and followed every instruction provided, such as proper packaging and taking numerous photos of the contents and outside of the return. I sent out the return on 3/28/2023 and Backmarket confirmed that *** was in possession of the return (Also backed up by the tracking number: ******************). However, after a week there was still no update on my return. I checked the tracking number and it hadnt moved from **********, **, since the 28th. I contacted support about this issue and was told twice to wait two days as they investigated but never got back to me. After numerous messages through their chat, I had to inquire through their direct contact to illicit a message. When they finally get back to me, they tell me that in order to receive further assistance, I have to submit a stamped Proof of Handover of the package, a photo of your valid I.D., Banking detail (RIB), Proof of Address (Less than 60 days), and a Police report. My jaw dropped. After waiting two weeks for Backmarket to investigate this issue, they still have not told me anything about the status of my return nor have provided any help, and now want me to provide 3 critical personal documents and find a handoff receipt and file a police report. These documents could easily be used to facilitate fraudulent activity with recent data breaches. I have been trying to contact them to see the absurdity of their requests but they have just been replying with the same copy and paste response asking for the documents instead of addressing my questions. I have contacted my local police department as well and was told by an officer and a receptionist that they couldnt file a report as there were no grounds or incident to report. Additionally, the proof of handoff is irrelevant as the tracking number confirms that *** is in possession of my package.

  Business Response

  Date: 07/26/2023

  Hello,

  This case was flagged as fraud by our investigation team.

  Thank You.

  Back Market Customer Care

  Customer Answer

  Date: 07/27/2023

  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:

  It provides no real reasoning or evidence on why my refund is being withheld and claims that my case was fraudulent even though proof such as pictures and the *** Tracking Number proves otherwise. 

   

   

   

   

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

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

  Business Response

  Date: 08/11/2023

  Hello,

  Our fraud team confirmed we cannot process the refund for this.

  Thank you,

  Back Market Customer Care

  Customer Answer

  Date: 08/11/2023

  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:

  This response does not resolve my issue. Nor does it give any reasoning behind their decision while I have documented proof to support my case. They just claim it was fraudulent.

   

   

   

   

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

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

• Initial Complaint

  Date:04/24/2023

  Type:Sales and Advertising 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.

  iPhone 12 ordered 8/15/2022:Item(s) sold by The Cellular Resource Diablo Holding, LLC - ******************************************************************************** (EIN : ***********)Order # ********* Description ******************* Total Before tax Sales Tax Quantity Total cost USD iPhone 12 128GB - Black -Fully unlocked (GSM &CDMA)$0.00 $512.17 $35.85 = $548.02 Warranty period*: 12 months Refurbished item(s)Back Market service fee $4.99 $4.99 Grand total USD Warranty claim information is attached

  Business Response

  Date: 07/26/2023

  Hello,

  As stated by the agent within the order claim:
  
  After reviewing your item, the seller has concluded that this damage falls outside of the warranty.Sadly, this means that they cannot cover the repair or exchange of your item.For more information about our warranty, please see our Help article here:

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

  We thank you for your understanding.

  Back Market Customer Care

   

  Customer Answer

  Date: 07/27/2023

  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:

  I have provided pictures taken by and statements made by an expert phone business repair company to prove the point that this is a legitimate warranty repair claim.  I have tried to reason with the seller and the correspondence regarding same.  Seller is making false claims and trying to hide the fact that they sold an inadequately rebuilt Apple phone with used and counterfeit replacement parts that failed within only three weeks of use.  I am looking for a third party to review the pictures and evidence and help us resolve this claim.

   

   

   

   

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

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

  Business Response

  Date: 08/08/2023

  Hello,

  As previously stated: After reviewing your item, the seller has concluded that this damage falls outside of the warranty.Sadly, this means that they cannot cover the repair or exchange of your item.For more information about our warranty, please see our Help article here:

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

  We cannot offer any other solution for a warranty exclusion.

  Thank you,

  Back Market Customer Care

  Customer Answer

  Date: 08/10/2023

  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:

  Their answer is similar to previous answers. They are representing a seller that is not honoring their commitment and are also making false claims about why the phone requires repairs.  I have given all the proof needed for someone ELSE to give an opinion of what should be done...but can continue to play this game if required.

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

• Initial Complaint

  Date:04/19/2023

  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 purchased an iPod touch 7th Gen *** ***** player 32GB- Silver from Back Market on 03/13/2023. I chose the GOOD condition and paid $160.59 total. I received the iPod. It was covered in sticky stuff, and had writing all over it in paint. I decided to go ahead and try it since I could clean that up. I charged the iPod, and while it was charging, I began to set up the iPod. Once I took the iPod off the charger, it would shut down, I was unable to even access the iPod settings to properly remove my information because the iPod was faulty. **************** sent me return labels, and I sent it back. Once they received my item, they say that I am still logged in the cloud, and they won't refund. I've done all of their steps to remove and it no longer shows on my end. They send me faulty links to try different things, They don't seem to be listening, that I am not the problem. They just keep repeating the same generic emails, and the won't escalate to a supervisor. I have taken all of their steps, and they do not want to help.

  Business Response

  Date: 07/26/2023

  Hello,

  We are very sorry to hear about this. We have contacted the seller to provide instructions on how to fix this issue so they device can be sent back for either replacement or a refund.

  Thank you for your patience.
  

  Back Market Customer Care

  Customer Answer

  Date: 07/27/2023

  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:

  I sent this back once already. They said that I needed to sign out. I have told this company on a few emails that I can't get logged in because the unit doesn't stay on long enough for me to do so. It shuts off. But they don't seem to listen. I  can't sign out. The iPod doesn't stay on long enough for me to even get logged in to get logged out. When the company sent it back they also cleaned it up from the first time. This makes me believe that was never refurbished. 

   

   

   

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

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

  Customer Answer

  Date: 07/28/2023

  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:

  As I have said before, the device does not stay on long enough for me to complete this action.  

   

   

   

   

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

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

  Business Response

  Date: 08/01/2023

  Hello,

  As previously stated. You need to do this remotely. Here are direct instructions:

  Go to ************************* on your computer or mobile device.Enter the Apple ID and password associated with the device you want to remove from iCloud.Select "Forgot Apple ID or Password" if you don't remember your login credentials.Follow the prompts to verify your identity and reset your password.Once you have reset your password, log in to your iCloud account.Navigate to "Find My" on the iCloud website.Select "All Devices" and choose the device you want to remove from iCloud.Click "Erase [device]" to remove iCloud from the device.Please note that it may take up to 24 hours for iCloud to be fully removed from your device.

  You can continue to correspond within the claim you have open.

  Back Market Customer Care

• Initial Complaint

  Date:04/19/2023

  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.

  I ordered an iPhone 12 pro *** that didn't come in the box. What I received was a box and a charger. No phone. Now ****, ********, **** and the 4 th guy are giving me demands for pictures of the phone that they didn't ship and proof that I didn't receive it (????) I would like to have the phone or the refund. At this point, I don't care which.

  Business Response

  Date: 07/26/2023

  Hello,

  This customer has been flagged as fraud.

  Thanks,

  Back Market Customer Care

  Customer Answer

  Date: 07/31/2023

  Attached is proof of purchase. 

  Business Response

  Date: 07/31/2023

  Hello,

  This customer is confirmed fraud. Have a nice day!

  Back Market Customer Care

  Customer Answer

  Date: 07/31/2023

  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 I have supplied the receipts from the purchased items and the proof that the item paid for is not what was sent. My credit *****'s fraud department has been working with this company to get the money returned to my account. This was done with the help of Paypal. Had I not gotten those two involved, they would have successfully stolen almost a thousand dollars. Their business address is no true, nothing about them is accurate.

   

   

   

   

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

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

• Initial Complaint

  Date:04/19/2023

  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.

  Ordered a phone that didn't work properly. Since I use my phone for work and can not send in for repairs without being out of work, I ordered a replacement phone, switched to it and then sent back the 1st phone. We'll, big surprise, the 2nd phone doesn't work as it should either and I don't have time before the 30 days it up to yet again order a new phone before sending this one back so I am now stuck with another broken phone from this company.

  Business Response

  Date: 05/23/2023

  The business will contact directly to the customer to resolve the issue via email.Thank you for your patience. 

• Initial Complaint

  Date:04/19/2023

  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 ordered a phone through back market for my girlfriend and when it was delivered somebody signed for it with a signature and stole my phone. once we figured out that the delivery was made we checked everywhere in my apartment building and nobody had it. so we knew immediately we had a big problem. we contacted back market about it we did everything they asked us to do in verification. we called the police, filed a police report, we did everything as far as called ***** and tracked down and spoke with the driver who confirmed the identity of the person that signed for it was not myself. And with all of that it has been over two weeks and nothing. we did everything back market had asked us to do between sending a police report, sending address verifications, every single form of ID and they stopped responding. At first I was told that a new phone will be shipped out to me the next day and now were on day 18 and still no phone, no response whatsoever. they stopped answering me. Im really upset about all this stress and lack of professionalism. this company was referred to me as being highly reputable and I just cannot believe the disrespect they have for their customers. this was not my fault and Im feeling like I dont matter they just took my money and theyre not going to solve this. weve done everything possible and they are literally unresponsive and dont care about their customers or whats happened to them. The situation is unfortunate but it was not my fault they went to the wrong apartment and whoever signed for it stole it and now My girlfriend still has no phone, I do not have a refund or a new one on the way and its not right.

  Business Response

  Date: 07/26/2023

  Hello,

  A full refund was issued on 5/5/23, making this case resolved.

  Back Market Customer Care

• Initial Complaint

  Date:04/18/2023

  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.

  I purchased a used/refurbished iPhone 11 Pro *** from Back Market on November 2, 2022. Phone was received but never unpacked, never powered on, not activated on a cell service because about the time it was shipped I was hospitalized with a life threatening illness with more than a 3 month recovery period. Also dealing with health side effects from months of daily radiation treatments for cancer. Weeks after receiving the phone I unpacked it. The phone did not turn on. I plugged it in, left it to charge with no luck. Tried several charging cords but phone did not charge, phone would still not turn on. I emailed Back Market and had a series of unsatisfying email exchanges with them. They provided me with return shipping instructions with specific instructions on the way that the item had to be packed/shipped for return. The language in those instructions seemed to imply that if I failed to fully adhere to those shipping instructions that it could be cause for them to deny the return claim/void the warranty. I will say that their packing instructions seemed sensible for safely shipping electronics, HOWEVER what was absolutely completely utterly ridiculous about it was the incredible hypocrisy that the phone was NOT packed/shipped to me in a manner that was even close to what they were requiring of me. They shipped the phone to me in a manner that did not meet their own shipping standards, so quite possibly the problem with the phone is the result of that. Also I would point out that on their website they state that because of their rigorous vetting of suppliers and inventory that there will "No surprises. No problems." I can unequivocally state that it was both a "surprise" to me and a "problem" for me when the phone never worked right out of the box. To say that the **************** interaction with them has been disappointing would be an understatement. I would like a refund or replacement with a warranty starting on date of the replacement functioning phone.

  Business Response

  Date: 07/26/2023

  Hello, 

  As of 7/26/23 the customers device has been collected by the seller for repair/replacement. The seller/agent will update the customer within 3 business days. Please let me know if you have any other questions in the meantime. 

  Back Market Customer Care