50 customer reviews of backmarket.com
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Back Market Rating
Based on 50 reviews from Back Market customers, company has accumulated an average rating of 2 stars, indicating that majority of customers are not satisfied with its service.
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Description: Freeing the planet from electronic waste, leading the shift towards a circular economy, and building a global billion-dollar tech company are three solid reasons to wake up in the morning. Founded six years ago in Paris, Back Market is the world's first online marketplace dedicated to refurbished consumer electronics. Back Market connects the best sellers of refurbished consumer electronics with consumers looking for a more affordable, reliable, and environmentally-friendly alternative to buying new.
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Back Market has D- rating on BBB
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First time I ordered it said it was processing but no cancellation or confirmation, just nothing, it was like I had not even ordered the product.
Second time, Back Market TOOK MY MONEY AND SENT ME A SHIPPING CONFIRMATION and THEN they told me the order was cancelled. AFTER THEY TOLD ME IT SHIPPED.
I order and it said "Hurray! Your purchase has gone through!"
Then I received the message
"Your order has been shipped!
Your order (n°US488764) is on its way. Follow its adventures in real time:
Track my order "
Then on 6/4
"Dear Buyer, Thank you for contacting us. Please note, this order was cancelled due to being out of stock. We apologize for the inconvenience. Please advise if you have any further questions. Thank you Jordan BUYSPRY"
If you have stock management issues of this level, that means you really have a problem.
The worst part is their customer service is rude and clueless and unwilling to anything but offer 5% off my "next order". They claimed it was "stock issue" as if it is just completely normal to conduct business this way.
I wanted them to comp overnight shipping on the third attempted order to make up for the time they wasted in mishandling the first two but they didn't even care to look into it.
Never again.
Caveat emptor! You may get lucky with your seller on this platform and not need the help of Back Market's customer service (which you pay $1.99 for per transaction, btw)…but if something goes wrong, they send you lots of cheery emails but do PRECIOUS LITTLE to remedy your problem or make it right. It's up to you to spend your time fixing it. Be ready for frustration!
In short: They don't keep their word while their logistics are clearly sub par. I definitely would not recommend to any one.
DETAILS: Initially, the phone I received was in somewhat less good quality condition than it had been advertised to be in by the seller and actually wasn't the version of the phone that Back Market advertised it to be. However, they refunded me a bit of money so up until 10-19-2020 I sang the praises of BackMarket.com, recommended BackMarket.com to my friends and family and co-workers, and looked on BackMarket.com when I was thinking about purchasing a new phone. However, after owning the iPhone 7 "Very good" condition phone for 8 months, the battery stopped functioning properly (dead by 1 p.m. without any use). When I sought support from the seller (Electronic Deals) and BackMarket.com, I was faced with a maze of complications. 1st: I was told that "the order is past 90 days old and the warranty period has expired." This was blatantly false since the phone came with a 12-month warranty. Seems like an attempt to put off the buyer from trying to file a warranty claim. 2nd: After sending documentation showing I had a 12-month warranty (which all BackMarket.com phones do—that's one of their advertising claims), I was offered a replacement. 3rd: After agreeing to a replacement I was told that I would have to send my phone back to the seller and they would then take up to 2 weeks to send me a new phone and that no temporary phone would be provided "because they don't do that." Since I use the phone for business that requires me to be available to clients 24/7, I could not be without a phone for 2 weeks. Furthermore, BackMarket.com had changed their policy of not providing temporary phones *after* I had purchased my phone but were still insisting they would not send me a temporary phone even when I offered to pay for the full cost of buying the temporary phone and then having them refund the cost when I returned it. 4th: When I offered to simply have the local Apple store replace the battery while I waited at the store and have the seller reimburse me for the cost of the replaced battery, I was told that they could not possibly do that. They never explained why they couldn't send a check, but that's what they said. Not sure why a business cannot write checks. 5th: If I had accepted the option to be without my phone for 2 weeks while the replacement processed, I would have had to have erased all data from my phone before sending it back to the seller without being able to transfer my data to a new phone. A serious problem! 6th: When I asked for the warranty request to be elevated to a higher authority, I was given directions for how to do that online, but, the directions were bogus—if you follow them, there is no "SOS" button anywhere on the site to elevate one's complaint even though the customer service agent said to click the "SOS" button. 7th: When I sent screenshots showing that there was no such button at the URL I was told to go to, I was belittled for not being able to click the non-existent button and told that the agent would reluctantly elevate the complaint for me. After 27 days, no one had contacted me and I am left with an 12-month warranty that was not honored and is apparently worthless to the buyer, although it does seem likely to help the seller by developing a false sense of security in those who buy phones on BackMarket.com.
I decided to order a refurbished iPad through Back Market after seeing their name pop up on few lists of top refurbished sites. Their selection was great, prices were competitive, and the whole process was a breeze. I ended up ordering an iPad and a case to go with it, both items arriving very quickly!
Due to my own negligence, I ordered a case that did not fit my particular model. Luckily Back Market anticipated my foolishness and provided a not to contact them for any exchanges should anything not fit or work correctly.
Their customer service was awesome and let me know exactly what to do to exchange the case. Again, the whole process was quick and easy and I had a replacement in no time at all.
In the end, I'm extremely pleased with both items. The iPad might as well be brand new. There's not a mark on it, the battery life is outstanding, it arrives with a pristine power cord, and was exactly as described (Arguably better). The Slim Folio case might as well have been brand new as well, even arriving in its original packaging.
If you're looking for refurbished goods, I would definitely recommend Back Market without hesitation.
- I ordered a FULL UNLOCKED Galaxy S10 plus from Cellfee on 9-17-21
- My carrier is Consumer Cellular ( Back Market are GSM and run off of AT&T towers).
- After receiving the phone I ran the IMEI number on Consumer Cellular's website. I received a message that the phone was not compatible with their network.
- I contacted Celfeee and they offered a return or replacement
- I opted for the replacement
- I asked it they would forward the IMEI # before shipment so I could check for compatibility
- Cellfeee agreed to send the IMEI # before shipping another phone
- I sent the phone back the following day 9-22-21
- 9-28-21 - Cellfeee sends an email saying they are sending the replacement phone
- I remind them to send the IMEI number first so that I can check for compatibility
- I receive a Fed Ex tracking # from Back Market - the phone has already been shipped
-Cellfee gives me an IMEI #
- I check the IMEI # with Consumer Cellular- NOT COMPATIBLE
- I call Samsung and give them the IMEI # - they say that THE PHONE IS LOCKED BY SPRINT
- I send Sergio at Back Market an email documenting the whole process
- I send Cellfeee and email and advise that Samsung says the phone they sent me is locked and ask Cellfee to call Sprint and have the phone unlocked
- Cellfeee sends an RMA# and shipping label for a return
- Back Market sends an email from their head of "Customer Jubilation" telling me that the issue is resolved and offers a discount a 5% discount on my next purchase form Back Market- major insult
- I call Back Market Customer Service - [here is the number- you can't find it on their website - *******688] and repeat the saga tell them that all I want to do is have the reseller contact Sprint and have the phone unlocked. The very nice woman tells me that she knows how I feel but does absolutely nothing to help me.
Please use Back Market if you do not value your time and like happy talk and no action.
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