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:08/31/2022

  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 placed an order for two items with ************** during the Massachusetts tax holiday, however I was charged sales tax. When I wrote back them to inquire about a refund of the sales tax, they told me their system can't do tax holidays. After explaining that these holidays are not optional and them refusing to refund the sales tax, I canceled my order.I day after I canceled, they still shipped one of the items. They told me that I should refuse the item when it arrived and that I should watch the deliverer actually scan it in as refused, which I did. They have since acknowledged that the package was refused and that it was still in the possession of *****.My refund did not go through as promised. I was told there was a delay in them receiving the return. After I pointed out that they should not have shipped and that their agent ******* was still in possession of the item, they told me it was their policy not to refund until the item was received.Today I was told that the item has apparently been lost. Now they want me to fill out a form and to submit a copy of my license to get a refund. I am absolutely not comfortable providing a copy of my license to this company at this point and have explained as much.

  Business Response

  Date: 10/28/2022

  Hello *****,

  Thank you for your patience. I hope all is well, and am sorry for the trouble you had with some of your orders.

  I see that you have been refunded already for your orders, but as for the tax exemption, please note that ************** is a direct-to-consumer marketplace, so a sales tax is always applied to the order. In lieu of a tax exemption, I would be happy to provide you a promo code to discount the total.

  If you have any questions or concerns whatsoever, don't hesitate to ask I'm right here if you need me. 
  
  Hope to hear from you soon! 
  
  Regards,
  ******** from Back Market
  

   

• Initial Complaint

  Date:08/26/2022

  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.

  Hello, I purchased an Iphone 11 and insurance 3 weeks ago from here for over 450$. Unfortunately when it arrived, it was defective and not in the condition stated when purchased. The battery was diluted to 75%, which is less than the 80% offered. I have reached out to the company to try and find a solution, but the seller has REFUSED to offer any workable solution. I need my phone as I use it for work everyday. I have tried to ask for the price of the phone battery back so that I could replace it, which is listed as 69$ by Apple, but they have refused to provide that. I want my 450$ back in its entirety, or a partial refund of 69$ so that I can get my battery replaced.

  Business Response

  Date: 09/14/2022

  Hello ******,

  Thank you for your patience. I'm sorry to hear that you're having some trouble with your order and that you received a device with a battery that is below our standards at Back Market.

  Please note that according to our Limited Warranty Agreement, we require customers to return the product in order to receive service under the Warranty. We do not encourage sellers to send replacements or refund orders before the original device is returned to them. I see that the seller has provided a partial reimbursement of $30 to your request.

  Moving forward, as per our Terms of Service and Limited Warranty Agreement, I encourage you to return the iPhone 11 to the seller for service under the Warranty, or a refund, using the attached **** return shipping label.

  If there's anything else you need from me, don't hesitate to let me know I'll be right here if you need me! 
  
  Hope to hear from you soon!
  
  Regards,
  ******** from Back Market
  

• Initial Complaint

  Date:08/19/2022

  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 feel as though we were duped from the moment that we decided to purchase this redundant hunk of electronic parts. People told me, dont waste your time with refurbished junk. I should have listened to them, but I was confident and defensive about purchasing this refurb from BackMarket. In addition to this I was even more confident that when during the checkout process the pop-up stating 2 years of additional protection for ****** and I clicked on it. The product never worked right and after careful evaluation we went through all of the policy steps. We contacted the seller first who told us to contact ****, then we contacted **** who told us it was a discontinued refurb and only the seller could be held accountable. After several attempts to contact the seller they finally sent us an RMA and shipping label. We then went to the *** store and dropped off the product to be shipped back to the seller. It arrived and after a few days the seller sent a photo stating that the warranty was void because of shock to the monitor screen. There was originally nothing wrong with the monitor and because the computer wouldnt turn on we were unable to obtain pre-shipping pics showing that it did indeed work. We told the seller that we never had an issue with the screen. They said it was the carriers responsibility and to contact them. We contacted *** and they said that we did not purchase any insurance on the item and the package policy states that they only include free coverage up to $100.00. We then contacted a backmarket associate who told us to contact ******* because it was outside the warranty so we contacted Asurion by chat and were told that they could not help. We contacted BackMarket and they referred me back to Asurion one last time and were told we would be refunded and then that was denied because they said it was not a laptop and because it was bigger they wouldn't honor the warranty repair or refund. Contacted back market again and was told we have bad news.

  Business Response

  Date: 09/14/2022

  Hello ***,

  Thank you for your patience. I hope all is well, and am sorry to hear that your device was returned damaged to the seller.

  At Back Market, we're committed to providing the best marketplace for people to shop for refurbished electronics, and we selectively partner with hundreds of sellers to get ready-to-use, fully functional and certified refurbished devices straight to the doors of our customers.

  If the customer experiences a technical issue with the device, they must report the issue to the seller in order to proceed with the appropriate solution. On the other hand, if the customer simply changes their mind and wishes to cancel their order and return it for a refund, this also must be communicated to the seller in order to ensure that the proper steps are taken to return the device, especially for devices as large as a **** all-in-one desktop computer. Sellers will provide instructions to customers on how to properly return a device.

  In your case, I see that the device was ordered on 6/3/2022 and was suddenly returned by you to the seller on 8/3/2022 without any prior notice of return to the seller. Please note that according to article 9.2 in our Terms of Service: "To return Product(s), Buyers must log into their account and indicate that they are returning the Product(s) because they have changed their mind (and not because of a defect or some other discrepancy) by clicking on the "Get Help" button for the order in question."

  However, as already mentioned, there was no communication from you regarding the return, and on 8/3/2022, the seller suddenly received a damaged device from you, which according to article 3 ("What is not covered?") in our Limited Warranty Agreement, voids any service under the warranty.

  Furthermore, according to articles 9.5, 9.6 and 9.7 in Back Market's Terms of Service, the customer is liable for the damage to the device:

  9.5 All costs and risks related to the return of Product(s) to the Seller are borne by the Buyer.
  9.6 If all the conditions relating to the exercise of the Right to cancel are met, the Seller will refund the Buyer the total amount of their order (including delivery costs).
  9.7 Buyers may be held liable for a loss in value of the Product(s) resulting from mishandling the Product(s) and/or their accessories.

  Regarding the device not being covered by the additional protection plan, screen damage for an all-in-one desktop computer is not covered, as this is not considered normal usage for this type of device, according to Asurion's Protection Plan Terms and Conditions: ********************************************************************

  As a commercial gesture, I've requested a refund of the Protection Plan of this order. Moving forward, you can get the device serviced locally by an authorized repair center.

  If there's anything else you need from me or if you have any questions regarding the warranty exclusion, don't hesitate to let me know I'll be right here if you need me. 
  
  Regards,
  ******** from Back Market
  

• Initial Complaint

  Date:08/16/2022

  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 bought an iphone 11 64 gb, I've been waiting for the product to arrive for a few days, but today I received an email that I created a refund request and the product was canceled. (I have not created any refund request.) My refund has not been made and they say it will be made within 10 days. What kind of nonsense is this? I am urgently waiting for answer.

  Business Response

  Date: 09/14/2022

  Hello ****,

  Thank you for your patience. I'm sorry to hear that there was a bit of trouble with the fulfillment of your first order.

  I see that the seller has cancelled your order on 8/15/22. I see that you already re-ordered the device on 8/19/22 with a discount code we made for you! Nice!

  If there's anything else you need from me, don't hesitate to let me know I'll be right here if you need me! 
  
  Thanks again for shopping with us at Back Market!
  
  Regards,
  ******** from Back Market
  

   

• Initial Complaint

  Date:08/09/2022

  Type:Customer Service 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:
  
  The phone was sent to me, the problem was a website technical problem.

  
  *********************