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:01/27/2023

  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 iPhone that was listed as Fully Unlocked and in Excellent condition. I was guaranteed repair or replacement in the unlikely event that an issue were to arise. I paid expedited shipping to receive the phone in 2 ************ receive the phone until the 6th day!When I installed a *** card, the phone did not read the *** card. I went to the ******** store to see if I needed to purchase and activate a brand new *** card. They tested a *** card in the slot a said that the phone would not recognize ANY *** card. The phone was completely useless! So the seller provided a return label, via ******************* which took another 7 whole days!When they received the phone they let me know that they would repair or replace it, but if they could not do either then a refund would be issued. I EXPLICITLY explained that I could not accept a refund via the original payment method as that bank account is closed and I have NO access to it. They advised me that they were unable to repair the phone and that they did not have an equivalent product to replace it with, so they would process a refund. I REPEATED for the second of many times that under no circumstance can the refund be issued to the original bank account. I requested that a check be sent to my shipping/billing address in lieu of a card refund, as I understand that the policy of not refunding a different card or bank account is a safety precaution. I also said a store credit would be just fine. I was told my situation was being escalated so that a solution could be found and I was asked if I have another bank account that can be refunded or a PayPal account. I said I would happily provide alternate banking information. This was also ignored! In the end the company claims to have refunded my original payment method after I said UNDER NO CIRCUMSTANCES should this be the outcome. I have no idea if this is true or not because I dont have access to that account as I warned them many many times.

  Business Response

  Date: 02/06/2023

  To Whom It May ******** According to the customer name we were able to pull up Backmarket (marketplace) order: *******. Please note: the order was placed through marketplace. Sellers (eLGeo Corp.) have no access to the customers payment methods. All payments and refunds are processed through the marketplace payment team after we approve and confirm refund. Please find attached communication with Backmarket team member who advised us to issue a refund and he would be the one who would explain the process to the customer. Please also not that, even if the payment account (credit card or bank account) is closed, customers still are able to receive refunds to the account. Banks usually keep account incoming transaction open for 3 month. Customer would be unable to use the card, but for sure he would be able to receive refund even if the card is closed. We advise customer to contact Backmarket directly if the refund is not processed. They would be able to provide either store credit or process refund to the different card.