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:07/16/2025

  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 128GB in blue from their website through one of their vendors. I bought it in good condition. Not expecting the best out of the phone but definitely an upgrade from my iPhone 12 mini. A couple of weeks pass by after having received the phone and I notice that the front facing camera has dust under it and making the camera so foggy its unusable. But because I use my phone for work everyday I did not have a chance to send it in until I would have a vacation period. Until recently when the phone came in contact with water and started to fill up. it became extremely hot and was worried that the phone would expand or the battery blow up. I reached out to blackmarket and voiced my concerns regarding the product and that it never showed up in the standard quality (waterproof) as was promised. Now that its broken due to water damage they want to void the warranty even though it was never due to my wrong doing that the phone was not waterproof. I bought this phone refurbished because I simply do not have the funds to buy a new phone so having this one break after having it for about 2 months is a little disappointing and a waste of $350. I am looking for either a full refund (which blackmarket has said that that depends on the seller, which is not consumer friendly and makes me feel like they will just deny it) or I would like a replacement device (which *************************** had said that the seller does not do repairs nor replacements)

  Business Response

  Date: 07/17/2025

  Hi There, 

  We're sorry to hear about the issues you've had with your phone. We're determined to find a solution for you, and we thank you for your patience in the meantime! 

  Just to clarify, Back Market does not guarantee waterproof devices. You can learn more about this here: *********************************************************************************************************************************

  We understand that your phone has suffered accidental water damage, and we want to offer you the best course of action with this in mind. To verify the device's warranty status before you return it to the seller, can you please send us photos of your phone from all sides? This would be greatly appreciated!

  Best,

  Back Market Customer Care

   

• Initial Complaint

  Date:07/15/2025

  Type:Delivery 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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and agree that they have communicated this information to me.  I do not agree that the case is fully resolved and reserve my rights to pursue consumer protection claims and monteary damages available under Massachusetts General Laws Chapter 93A in a civil action.
  
  Sincerely,
  
  **** *****
  
  
  
   
  
  

  Business Response

  Date: 07/16/2025

  Hi There, 

  We sincerely apologize for the hassle you've had with this delivery and have fully refunded your order as of July 15th. You should have received a confirmation message in your claim with more information. Please note that the time it takes for the funds to appear in your account varies depending on your payment method. In most cases, it takes around 3-5 business days.

  Let us know if you have any additional questions, and thank you again for your patience as we worked to resolve your claim. 

  Best, 
  Back Market Customer Care

• Initial Complaint

  Date:07/11/2025

  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 laptop computer from this business. The laptop has had significant warranty issues and was functioning improperly, eventually it stopped powering on. I reached out to the business and reported the problem. They confirmed that the purchase was within the warranty period and asked that I mail the product to an address they provided. I used a label they provided to send the laptop to them. The laptop was packaged within the laptop box. They received the laptop. Upon reception they asked me for photographs of the laptop at the time it was shipped because they believed it was damaged in transit. I have replied with several photographs of the laptop at the time I shipped it to them, exactly as they requested. Someone named ****** who is helping me keeps replying to my message with the photos attached and communicates that he will not help me with the warranty claim because I have not replied with the photos. This didnt make sense to me because rhe message he replied to was the message where I replied with the photos he asked me for. Hes ignoring my photos and pretending I havent replied with them but i clearly have and its documented perfectly in the chat conversation with him on his website. Its very odd and Im confused how he could overlook something so explicit - Im being lied to and extorted out of my warranty. Please see the photos Ive attached which screenshot the conversation and youll easily understand. ****** may need some help with his cognitive function. I feel bad for him but unfortunately may need someone more competent to step in

  Business Response

  Date: 07/16/2025

  Hello There,

  We are very sorry to hear about this situation. However, as previously mentioned within your claim:

  At the beginning of the claim process, photos should be attached to confirm the device's condition prior to return. This helps us avoid situations like the current one.Since no initial photos were provided, we must rely on the evidence submitted by the seller, which indicates that the device is damaged. The seller has your device ready for return, so please confirm your delivery address to ensure proper delivery.

  We do apologize for the confusion and trouble this has caused. However, photos must be provided before the device is shipped back.

  If you have any other questions you can follow up within your open claim.

  Thank you,

  Back Market Customer Care

  
  

• Initial Complaint

  Date:07/10/2025

  Type:Service or Repair 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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter shall be resolved subsequent to the following actions: the successful return, prompt refund, the allotment of a 25% off discount code, and lastly, my completed re-purchase of a similar device. 

  Below is the link to the listing which will be an acceptable alternative. I will need to send the computer back for the refund) before I repurchase. I will request that I am provided with a shipping label for the return, along with the discount code. I have also attached a screenshot of the listing. 
  The email associated with my Back Market account is *********************************. 
  

  ****************************************************************************************************************************************************** request 

  I look forward to receiving the shipping label, and finally having a laptop thats more useful than a paperweight. 
  Sincerely,
  
  ******** ******
  
  
  
   
  

  
  been one of the most frustrating customer service experiences Ive ever dealt with. Ive had to repeat myself to different representatives across multiple days, getting nowhere. The amount of time, stress, and energy this has taken has been significant. I am a working student and saved for months to purchase this device so I could begin my masters program. That start date has now been pushed back due to not having a reliable computer. I even sought third-party repair, but the quote I received was more than I paid for the laptop. This situation is not about wanting something for freeits about being sold a defective product and denied a reasonable path to resolution.I refuse to continue engaging with their ineffective customer service. A company offering warranties (and protection plans) must be accountable when their products fail.A common tactic in large corporation customer service is simply waiting for the customer to become so frustrated, they give up and go away.

  Business Response

  Date: 07/14/2025

  Hi There, 

  We're sorry to hear to hear about your experience with this order! It's never our intention to give our customers defective devices, and we're determined to find a solution for you. 

  Currently, this order is only eligible for full refunds as the seller is unable to make repairs and replacements. We understand that this would require you to purchase a replacement device. For next steps, please share a Back Market listing with us that you're interested in, and we will generate a 25% discount code for you to offset the price. You'll then be able to purchase the replacement laptop and return the original for a full refund. 

  Let us know if you're interested in this option when you get the chance! 

  Best,

  Back Market Customer Care

• Initial Complaint

  Date:07/08/2025

  Type:Service or Repair 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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *** ****
  
  
  
   
  
  th them. Sending whatever they feel like regardless of what the customer ordered and paid for. The burden is left on the consumer.

  Business Response

  Date: 07/10/2025

  Hi There, 

  We sincerely apologize for the issues with this order! We went ahead and processed a transferable credit of $34.46 to your Back Market Account. To transfer it to an external account, please follow the steps below:
  
  1. Sign in to your account from a web browser. 
  2. Click "Other" at the top right of the screen. 
  3. From there, you may need to complete the Hyperwallet signup (don't worry, it's super easy!)
  4. Once that's done, you'll be able to transfer the funds to an external account of your choosing.
  
  For additional information, please see the most recent message in your claim. 

  Thank you,

  Back Market Customer Care