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:04/19/2024

  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 a phone from them via **** ******. Supplytronics did not do overnight shipping, which is what I paid for, and now it will arrive after I travel 10.5 hours away from my current location and won't be returning to. When I saw this on the confirmation page, I canceled the order and was told by **** ****** that they contacted Supplytronics LLC to NOT ship the phone because they weren't fulfilling the overnight shipping that I paid for. They shipped it out anyways. I tried emailing them twice and they refuse to communicate with me, saying that I have to speak with **** ****** who have been utterly useless (and a complaint has been filed against them as well).
  
  This is really poor business practice, it's shady behavior, and they couldn't care less about giving you what you paid for.

  Business Response

  Date: 04/23/2024

  We did ship the package out with ***** Standard Overnight, which does not deliver on weekends. The order shipped out Friday, April 19th, and was delivered Monday, April 22nd. This is within the window promised by ******* Standard Overnight and within the requirements provided by **** ******. That said, because **** ****** handles all customer service for orders on their platform, we can only recommend reaching out to **** ****** to see what can be done. Thank you for your understanding. We hope you're able to get this resolved with **** ******!

• Initial Complaint

  Date:04/12/2024

  Type:Billing 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 refurbished iPhone from SupplyTronics LLC on Backmarket.com. On back market, they gave you the option to purchase a phone in the condition of your choosing. I opted to have an excellent condition phone sent to me and you can also opt to have the battery replaced with a new one for about $60 extra. I did OPT to have that battery replaced. The phone arrived and it showed 100% battery health but upon further inspection I found out that the battery has gone through 157 charge and discharge cycles. This would indicate that the battery is anything but new. I explained this to back market customer service and asked that they only send me a refund for the cost of the battery so basically $60 and even provided picture proof that the battery is not new yet they insist that the vendor named supply Tronics did indeed change it But this is not true. I had a Apple technician run a diagnostic on the phone and he also what I said that the phone battery has 157 cycles so far and so it cannot be considered new. Despite me showing proof, they have purposely chose to not acknowledge this bike saying that the battery came with 100% health, which is not something I have ever denied . The problem is that I paid for a new battery and they did not replace it but instead sent me a phone that had 100% battery health. They’re only resolution send the phone back for a refund. But at this point I have already bought cases and a charger as well as, transfer the phone from my phone to this one so at this point it would cost me money to send it back. All I want is my $60 back. I let them know I would have an Apple technician open up the phone in order to confirm whether the battery has been replaced or not and they threatened to cancel my back market one year warranty

  Business Response

  Date: 04/16/2024

  We’re so sorry you aren’t satisfied with Back Market’s customer service
  in the handling of your concern. Unfortunately, they exclusively handle all
  their own customer service for orders placed on their site and so we actually
  are not allowed to assist or intervene in any way. We hope you are able to
  reach a resolution with them soon!

  Customer Answer

  Date: 04/18/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********. It seems like they cant help me unless its through BackMarket so there's not much to more to do here
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:02/29/2024

  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 purple iPhone 12 on Feb 4th 24 from seller on **** for 345.15. I immediately contacted seller to cancel since I showed my daughter what I ordered her and she wanted a pink iPhone 13 instead. Seller mailed it to me anyways but emailed a return label and said to mail it back for a refund. I received it on Feb 7th and mailed it back immediately the next day without ever opening the envelope on Feb 8th 24. It was received by seller on Feb 26th 24 after tracking showed item missing for several days. Seller made a ridiculous claim to **** that I sent an empty package back to seller. I believe seller is a scammer after reading other similar complaints regarding this business.

  Business Response

  Date: 02/29/2024

  Hello, we appreciate you reaching out to the Better Business Bureau on this matter! Upon review, we did confirm the package arrived to us sealed and empty. We provided pictures of how the package arrived back to us. If it was opened by USPS during transit, the package would have arrived unsealed with a letter stating the contents were lost. We have direct contact with our local USPS to ensure this process, among others, takes place as it should. That means the iPhone 12 256GB Purple Factory Unlocked with the IMEI *************** was not shipped with the return package and did not arrive back to us. Pictures were provided to **** regarding how the package looked when it arrived. In order to receive a refund, we request that the phone be returned to our address. We look forward to receiving the phone, if you are intended to return it. Thank you and have a wonderful day!

  Customer Answer

  Date: 02/29/2024

  Complaint: ********
  
  
  
  I am rejecting this response because after reading several similar complaints from other buyers I believe this seller to be a scammer or has dishonest employees working for him.  I have 100% feedback on ****, have had an **** account for over 20 years and have never had any ridiculous allegations in the past.
  
  
  
  Sincerely,
  
  
  
  *** ******

  Business Response

  Date: 03/01/2024

  Thank you for your reply. I'm afraid we cannot change the outcome of this case because the return package arrived to us empty. While we can receive negative feedback for many reasons, those reasons are not related to fraud. In order to sell in the **** Refurbished Program, we had to be vetted by ****'s team. They determined that our practices were a good fit for their program. Please be aware that we have been selling on **** for almost 13 years and formal investigations of all returns that are unusual are completed before escalation and closure. We reviewed the situation and confirmed the package did arrive to us empty. All proof was provided to **** regarding this information. As long as the phone arrives to our warehouse, we are happy to refund you. Please review the situation on your side to confirm the current location of the device and let us know when it will be returned. Thank you for your full understanding in this matter and have a wonderful day!

  Customer Answer

  Date: 03/04/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response. Please refund me asap so I do not have to take this to conciliation court. Thanks.
  
  
  
  Sincerely,
  
  
  
  *** ******

• Initial Complaint

  Date:10/10/2023

  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.

  I purchased an iPhone 13 Pro Max through ****** and the seller is Supplytronics which is considered third party. On May 11th, 2023, I placed an order through ****** after few days the package arrived. They sent me the iPhone 13 Pro to me and not the pro max. Then I emailed them about the incorrect shipping, also reported to ******. ****** asked me to return the iPhone 13 Pro to them and I got their email said the product serial number is not on their record. But I still followed ****** instructions I shipped on May 25th, and the return shipping arrived and received by ******* on June 6th. After that they emailed me said they checked the phone which shows not on their records and the iPhone 13 Pro is not their product, they refused to refund me. That is totally scam, they actually sent me the pro instead of pro max and claimed the pro is not on their records. They keep the return product which is the iPhone 13 Pro and not refund back to me. I still have the screenshots about the return showing the iPhone 13 Pro received by their employee named *******. The return tracking number is ******************* And my order number is ******************** The seller keeps the return product (iPhone 13 Pro) and charged me. Why they don’t return back the incorrect product to me and still charge me. Which is totally scam, I got nothing from the seller.

  Business Response

  Date: 10/11/2023

  The order number you are providing for the case information, *******************, is not connected to any order placed with us. We do have an order for you, but the order number is *******************. Before continuing further with this complaint, please review your order information to confirm that the information you are providing is correct. As for the return, we did not receive either phone. The phone we sent, iPhone 13 Pro Max 256GB Gold Factory Unlocked with the **** ***************, is not here, nor is the phone you claimed to have received with the **** ***************. The tracking information you also provided for this return, ******************, we can no longer verify was used due to the number being recycled by UPS. Finally, you messages us last on May 26th and then again only yesterday, October 10th. You did not ask for a refund for 5 months, nor did you confirm that the return arrived back to us until the tracking information was no longer available for us to verify that the package arrived at our warehouse. Given the age of the order, and the fact that we are unable to verify that any item arrived back to us, we request that you reach out to ****** to see what resolution can be provided. At this time, we have no proof of return and the order is outside the 90-day warranty ****** requires. Thank you for your understanding in this matter. We truly hope you're able to get the assistance you need from ******!

  Customer Answer

  Date: 10/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: you guys ask me to wait for the shipping arrive. I was out of the country since June 15th I can show you my passport record and I am no way to contact you guys. But I still keep the UPS receipt and shows one of the employee named ******* received the product. You guys know who is *******. Also, your website shows who is *******.
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 10/19/2023

  We apologize for any confusion caused by the site we stated the phone was purchased on. Upon quick review, the site was ******, not ****. We recommend that you reach out to ****** to see how you can receive assistance. Again, we truly hope you're able to get assistance from ******!

  Customer Answer

  Date: 10/20/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: such a liar, your employees received my return phone but said didn’t receive it.
  
  
  
  Sincerely,
  
  
  
  ****** *****