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:10/03/2024

  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.

  In April 2024, We Buy Mobile sold me a used ****** Pixel 6 in fair condition for $359. In June 2024, the defective battery in the device expanded to a critical point, breaking the screen in the process. The phone was under warranty through We Buy Mobile and BackMarket, and all agents assured me that this was covered. I did all that I was instructed and even paid out of pocket to have the expanded battery removed from the device, and provided chat support with documentation and photos of everything. I struggled to purchase a box that I was able to ship the phone back in but did finally manage to do so in September 2024 (I did not have money at that point for a box and didnt have an empty box lying around). I waited almost two weeks after shipping the phone back to now be told in October ******************************************************************************************************************************************************************************* the warranty and am now being told will not be covered. So now, Im out $359 for the phone, unable to use that phone, they refuse to replace or repair that phone, and I cant get a replacement or do anything else on my own. Ive never had any issue with sellers on BackMarket before, and being sold a phone with a defective battery is upsetting but does happen I understand that but this is wild to say the phone will be taken care of under warranty, lied to, and then told it wont be covered at all.

  Customer Answer

  Date: 10/04/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and while their resolution has not been wholly what I was promised, I find that the resolution they reached is satisfactory enough to me and the matter has been resolved.
  

  C ***********

  
  

  Customer Answer

  Date: 10/07/2024

  This case is not resolved as I had thought. BackMarket sent me a portion of a refund and a broken coupon code. We Buy Mobile, LLC. refused to fix the phone entirely. They sold me a phone with a defective battery, that battery expanded and broke the screen. BackMarket was not clear in their communication - We Buy Mobile is claiming that the broken screen voided the warranty, despite the faulty battery having broken the screen. They returned a dead phone to me today and now I have a voided warranty because of something that was their fault.

  Business Response

  Date: 10/10/2024

  The customer had the device serviced by a third party and returned the phone with no battery. Our terms state if the phone is serviced by a third party, the warranty is voided. We do all repairs in house for warranty claims. This is the reason the repair was denied on our part.

  Customer Answer

  Date: 10/11/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 22376389

  I am rejecting this response because:

  I did exactly what I was told to do by BackMarket in order to comply with the warranty and have my phone repaired. They told me to get a quote for the repair, to have the phone assessed and the battery removed because it literally would have exploded otherwise and could not be shipped back to We Buy Mobile in that state and I even paid out of pocket for that, was never reimbursed like I was told I would be for that, and was assured at each step that I was doing what I was supposed to be doing in order to comply with the warranty and get the phone repaired. I did exactly what I was told to do.

  Regards,

  C ***********

  Business Response

  Date: 10/16/2024

  We have only abided by our terms of service agreement with Back Market in handling this situation. We believe your complaint would be better served to Back Market as we are only a third party in this matter. 

• Initial Complaint

  Date:07/31/2023

  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.

  The date of the transaction was April 29th 2023. “We by mobile” sold me a T Mobile Google Pixel 6 for 185$. I bought the phone to take with me out the country for travel. When I received the phone, I contacted T mobile to unlock it, and the rep told me there was still a balance due on the account. She wouldn’t give me any more information since that is not my account technically. There is nowhere stating when I bought the phone that a balance may still be due on it. That means I don’t even own it. I relayed this back to the buyer to which they only said sorry about the issue and offered a return label back to me which would be emailed to me. I never received this label ever. Not once. I reached out and let the buyer now I was not able to use his label and I needed a new one. Now they are trying to say I may not be refunded and are not responding to me or to the SWAPPA staff regarding the sale. They will not send me a new label. I want my money back as I have a product I cannot even use. They have been avoiding all communication and not taking responsibility for something that was their mistake. They sold me the phone with the balance on it. I have attached screenshots and when I stated I would like to still return the phone the seller has yet to provide me with a shipping label. I have not received one this whole time.

  Business Response

  Date: 08/10/2023

  This customer originally purchased a T-Mobile device on 4/29/23 but wanted an unlocked model. They messaged us before we shipped the device stating this and when we responded there would be an additional fee for the unlocked model or we could cancel but they requested to ship the T-Mobile model anyway. On 5/11/23 they notified us there was an issue with a balance on the device. On 5/15/23 we sent a return label for the customer to return for a full refund. We sent the customer a return label several times afterwards as well and were only notified the customer didn't receive the shipping label weeks after we notified a label was sent. The customer did not return the device until August 2023, over 60 days from the purchase date. The customer's delay and lack of returning the device was the sole reason a refund was never issued. A full refund was issued once we received the return and the issue has now been resolved.