Backmarket / reviews / refurbishing
SolvedAntoineNona -
Quality, price, customer service, is it a reliable site or a scam? I haven't seen any of these topics online so far!
Thank you very much! Kisses
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Hello, I would like to share my experience: I bought a smartphone that arrived fine, and I had a microphone issue, which can happen. I decided to report my problem to Back Market and return my smartphone, which was under warranty, following the procedure. They sent me a Colissimo return label, and the package I dropped off at the post office had an incident… that can happen too. For a month now, I’ve been reporting the problem to Back Market, and I always encounter different representatives who understand the issue but do not have the authority to resolve it or escalate it to the customer service department, which does not handle my case or shirks responsibility and does not help me find a solution. In summary, if there are no problems, it might be interesting, but if there is an issue, they will take weeks to resolve it or not at all… they have been messing me around for a month!
I just tested this site. I was not disappointed, both in terms of delivery times and the quality of the product. In short, I have no criticism to make.
I advise being cautious about the condition of the product you order. Personally, I ordered a product in "gold" condition and I was not disappointed.
So I recommend this site, which, personally, did not disappoint me.
I ordered a computer on their site Back Market. I am supposed to receive it tomorrow. However, I received a call from Grégoire from Back Market telling me that the computer I am about to receive does not match the one I ordered. Scam or truth?? I don't know, but the worst part is that when I went on the site, I found the same product with a few details more expensive. It frustrates me because before the purchase there were 10 MacBook Pros in stock and now there are none left. I'm fed up with being treated like a fool.
As discussed directly with you over the phone, the issue with the product you ordered stems from the fact that the product listing was incorrect. For the refurbisher, you were acquiring a CORE2DUO while you ordered an i5. A recent i5 MacBook Pro could not have been priced that way anyway. We apologize for the inconvenience and reiterate our offer of a commercial gesture in case of a new purchase on the platform.
Feel free to call us if you have any questions Removed
Grégoire
Three weeks ago, I would have recommended this site to you. But today, I do not recommend it. If you're lucky, you might come across a good deal, maybe! I received my phone in September, and there were no issues until I switched operators and was told that the phone I bought from this site is stolen (344 euros). It's been two weeks since I've been told it would be replaced, and still nothing despite follow-ups. So think carefully about what you're doing.
Yes, I ordered a phone with the buyback of my old one. I got a Samsung instead of an iPhone. The phone arrived well within 4 days, but to this day, and it has been almost a month, I am still waiting for the payment for my iPhone purchase. They responded to a few messages, but I have had no news from them since, not even a phone call. I can't imagine what would have happened if I had a problem with the phone. For my part, I am starting a procedure with my legal insurance because this is theft.
Have a good evening
Name removed CCM Moderation
Incredible! In the 21st century, we order a PC without being able to access it!?
It's like if tomorrow I go to buy a PC at Boulanger and I have to wait 3 days to get my password.
IT'S SHAMEFUL!!!
So I took the initiative to send it to an expert who charged me 100 euros to unlock the PC for me. (Anyone who receives a product wants to use it immediately, which is totally logical and legitimate).
I called Back Market's customer service a few days later to request a potential reimbursement for this infamous 100-euro bill.
It's the least you could do, you might say (commercial gesture).
Well, believe it or not, the answer was NO!! The lady didn’t want to hear anything and even implied that it was my fault for taking the initiative without the supplier's approval.
In short, I strongly advise against Back Market. You will only have problems. They are just there to pocket customers' money and to hell with the rest! (no friendliness, no empathy, no professionalism, no commercial gesture) you are left to fend for yourself.
PS: I will contact the DGCCRF to see what solutions are possible against Defamatory term removed by Moderation online.
AVOID!!!!
After purchasing an iPhone on Back Market, they offered to buy back my old phone for 53 euros ( broken screen and a few scratches). I sent my phone back, and one month later... they made a new offer of 10 euros... I refused, and then... to get my old phone back, they asked me to pay return shipping fees... never again with Back Market!!!
I do not recommend this site, Back Market. Read the warranty conditions carefully. My phone stopped charging after 3 months and they refused to honor the 6-month warranty because there was a crack on the screen.
A word to the wise.
Name removed CCM Moderation
iPhone XS bought in "like new" condition in August, on October 15 I report a problem because the screen has turned yellow, after debating to get it repaired I send it back at the end of October, the repairer changes the screen, I receive it on November 3, the screen is slightly detached at the corners; fed up, I say nothing because I just want my iPhone. A week later the screen completely comes off, I contact the same service again, and they blame me saying it’s my fault because I dropped it (it suffered no impact), no apologies from them (considering how long this story has been going on, a normal company would be mortified and would apologize by refunding the device directly... BUT NOT THEM!) so I sent it back on November 20 and today they are trying to shirk all responsibility, knowing that it is indeed the fault of their crappy repairers. And no, today again, I still do not have my iPhone.
A never-ending nightmare.
What they say: "Honesty is the best policy" LOL!! A bunch of thieves and liars!
I bought a MacBook:
- wrong delivery location
- The storage hard drive is not original (PCI-Express SSD) - Today, I can't perform Apple updates!
- The keyboard is not original (mixed keys and some inactive).
- finally, reviews are filtered and negative ones are not published, so it's impossible to get a real opinion!
YUCKKKK
I strongly advise against this site, the reviews are manipulated as someone pointed out earlier, I gave two stars that never appeared in the reviews and comments. "Customer reviews - unfiltered and uncensored" I laugh, very dishonest site first of all.
Secondly, I ordered an iPhone gold 34 GB last week and there is a major defect with the sound, the silent mode does not exist! With every text message, call, photo taken, the iPhone makes a sound which can be slightly annoying for everyday life.
I think it's like Russian roulette, you might end up with a working product or, on the contrary, one with a lot of defects, don't be fooled and don't listen to this "verification" policy of each product they sell. I have a friend who also ordered, very disappointed, his phone doesn't take pictures.
Finally, I hope I have helped you, this is just a summary of my experience, it's up to you to take it into account or not.
Have a good day everyone.
https://www.trustedshops.fr/evaluation/info_X194F6470570B4368A91A3C7230E9014C.html?page=1&category=D
It is an independent review platform, and it is IMPOSSIBLE for us to delete anything. We have about 2500 reviews, with 2300 of them being very positive. The rest (the negative ones) pertain to extended delivery times and products arriving defective (it happens from time to time unfortunately). In terms of dishonesty, I’ve seen worse... Moreover, if the product does not satisfy you, you can be fully refunded for the amount paid, and the return is not at your expense!
In the worst case, you lose a bit of time if you are not satisfied, and that is all; in the vast majority of other cases, you end up happy like 95% of the people who order from us. We are sorry we could not meet your expectations; I just notice that your comment sadly lacks objectivity.
You already deleted your account right after your comment (strange...) but if you want to discuss it, don’t hesitate, we always respond or call back when that’s not the case.
A great man once said, to err is human, to forgive is divine.
To whom it may concern...
I found your order and the associated customer service case you opened on March 15. A response was given to you on the 16th offering to take care of your product under warranty for a replacement. To date, we are still waiting for any kind of response from you.
Furthermore, regarding the reviews, you can find all of our reviews on Trusted Shops, an independent review publisher that does not allow any control/moderation.
Here is your review left on our platform that is clearly visible:
"The iPhone I ordered had a defect: the silent mode did not exist and it vibrated with every SMS, made noise for every photo taken which is slightly annoying for everyday life. Back Market is a good site, but you have to be lucky and get a working phone; as for the "verification", that the phones are refurbished and work like new, I have some doubts. I sent it in for service and I am still waiting for a response to my email to find out the estimated time for the repair."
Additionally, let me clarify a few points with you:
- First of all, it is absolutely not in our interest to be unreliable. On the internet, reputation spreads quickly. Internet users are already very inclined to leave their opinions online when they are dissatisfied, but not at all when they are satisfied, so imagine if we weren't reliable. We are quietly approaching our 16 months of existence. Without reliability, we would have been dead a long time ago. And since we have a long-term vision for this company, we prefer to remain reliable :)
- We have a customer-oriented business policy. Once you have ordered, if you encounter any problem, whether with delivery or the product, we are by your side to resolve it. We respond to messages within 24 hours and call back all customers whose phone calls we may have missed. We also do not hesitate to plead their case with the refurbishers. I remind you that they responded to you in less than 24 hours regarding the handling of your product!
- Our refurbishing partners who sell on our site are verified by us, and as their designation of "partners" indicates, we create a real relationship with them. They have everything to lose by disappointing their customers, and we have everything to lose by letting them do so.
- Once you have received your product, you have 14 days of "satisfaction guaranteed or your money back", meaning 14 days during which you can request a full refund of your purchase by returning it at our expense. Additionally, all our products come with a 6-month warranty on the functionality of the components. If a component is malfunctioning, you return the product to us and it is repaired or exchanged if the malfunction cannot be repaired. Your product could have been fully refunded, but if you kept it without making any claims, I imagine you found some satisfaction with it....
Feel free to call me if you have any questions: 09 77 55 77 27
Best regards,
Grégoire
Customer Relations Manager
Back Market
luckily they refund orders...
Bought on Back Market through apparently a subcontractor: Asgoodasnew
Received it immediately disappointed. Device with battery issues (iPhone SE): shuts down randomly sometimes even at 70% and becomes impossible to turn back on, sometimes for more than an hour, only when using home + power button.
After receipt, over three weeks to get a return for the product (I was told of a late receipt despite having proof of receipt well before on the Colissimo site), which presents exactly the same problems. NOTHING has been resolved.
REFUSAL TO EXCHANGE.
REFUSAL TO REFUND
My phone has gone back to them again and I fear this is far from over.
REFUSAL TO CALL ME FOR A VERBAL DISCUSSION. ONLY EMAIL EXCHANGE WITH PRE-WRITTEN AND AUTO-RESPONDED MESSAGES. NO CONSIDERATION FOR THE PROBLEMS ENCOUNTERED.
TO BE AVOIDED.
I ordered the Galaxy Note 3 grade shiny on the 14th. Shipping costs 10 euros. Delivery time announced was 48 hours, but I received it on the 20th! That is 6 days later. I had to struggle with the post office myself to retrieve my package. I asked the seller to refund the shipping costs since the deadlines were not met, and he simply refused. Two days later, the same phone in the same grade that I bought for 279 euros + 10 euros shipping, was lowered to 247 euros and only 6.50 euros shipping. Do you want to know what I think? Well, I am disappointed and I find that the seller lacks professionalism even just by refusing to refund my shipping costs. I don't think I will return to this site nor recommend it, whereas I had already done so for 2 people, one of whom has already ordered.
Best regards.
I can't judge the quality of the products, as I never received them.
It's true, it's not their fault if the package gets lost. But waiting 15 days to finally get a refund without them trying to find me another product in the meantime, and then ultimately giving up by refunding me.
Terrible, terrible, terrible.
I wish them good luck because in the end, I'm a bit happy because after reading other dissatisfied customers about the products, I can thank the delivery person.
You are absolutely right, the carrier's error is outside of our control and the investigation resolution times with Chronopost are 15 days (for any platform). Therefore, it was impossible for us to issue a refund before this deadline.
Thank you anyway for your feedback,
Grégoire from Back Market
Stay away!
iPhone 5S purchased at the end of February, regular battery issues since, reset problem when fully drained, reception problem in dense urban areas... only to finally shut down forever 3 months later. No problem, 6-month warranty... The refurbisher seller (Love2Recycle): oh no, that's a oxidation issue and that voids the warranty... Hmmm, I don't know why I'm skeptical about this oxidation issue, but 267€ for a phone that lasts (if at all) for 3 months makes me wonder about the claimed benefits of refurbished devices. Except that with Apple, where I've been buying my Macs refurbished for 10 years, I've never had a problem...
My conclusion is mainly that, not living in an area affected by the monsoon, but rather in a dry department, this phone was sold to me (3 months ago) with an already existing oxidation problem....
As for BackMarket, they have no issue with addressing, joking around, and flooding you with emails, but when it comes to after-sales service, I didn’t see the benefit...
So stay away...
Thank you for your response.
I am sincerely sorry for Love2Recycle's refusal to cover the product. During refurbishments, products are systematically opened and oxidation indicators are inserted. These indicators are blank and green in color.
When a product is retrieved by one of our refurbishers for repair (which was the case for you) and the oxidation indicators are red, it means that the product has unfortunately come into contact with water. Therefore, it is difficult for us to go against the decision of our refurbishers in these situations.
I remain at your complete disposal to discuss this: 09 77 55 77 27 (and, I promise, I won’t use the informal "tu" with you).
Best regards,
Grégoire from Back Market
After 4 months of use, the touchscreen is malfunctioning. I contact customer service and send back my phone (at my expense). After examination, they tell me that my phone has water damage and that a screw is missing, so there's nothing they can do for me, and if I want to get it back, I have to pay for the return shipping! So, as you can imagine, I'm shocked!
Don't take me for more blonde than I am! I can't open my device and wouldn't even dare to try! So to say that a screw is missing... maybe they should check the skills of the packagers! Because even if they show me a photo as proof, it's a bit easy!
Then, they tell me that the water indicator has been activated... second cold shower! I know exactly what I do with my device, and I know it hasn't been wet! And there too, nice photo to back it up, but when I bought it, I didn't receive a photo of the original indicator!
So, I start to wonder if they didn't program the death of my phone with just a little bit of water before sending it to me so that gradually it would affect the circuits, and oh! Weirdly, it's just at the end of the warranty... pfffft, breakdown!
I just tested selling a product to Back Market: a disaster!!!
When selling a Sonos speaker to Back Market, the refurbisher (EC Limoges) supposedly received the package but it was empty!?. As requested by Back Market, I took 9 photos of the product from all angles, as well as of the package itself, before sending it. Back Market asked me to file a complaint and provide them with several documents (ID, bank statement, photo, complaint report, screenshot of the police email, proof of residence...) they haven't yet gone as far as asking for measurements. I have had exchanges over the past month with 6 different representatives to date, who repeatedly ask for one of the documents I've already provided, over and over again. To date, I feel they are trying to buy time to discourage me and especially not reimburse me, I’m posting this review to dissuade you from selling your items through this company by mail, because in case of loss or theft you risk going through a customer experience that I wouldn’t wish on anyone. Sure, it could be worse, but it’s turning into a matter of principle for a few hundred euros!!!
We are Antoine and Nona, a couple of artists living in Brussels. We went through a real nightmare ordering a computer from BackMarket and we want to share this experience as a warning for those who might consider shopping with this retailer.
As part of our work, we decided to invest a significant amount (which is considerable for us) of €800 in a refurbished iMac from BackMarket. Antoine had previously made a few purchases (iPhone and iPad) from BackMarket, and it was he who suggested making this purchase with them. Unfortunately, the computer… never arrived at our place.
Indeed, BackMarket entrusts the delivery of its products to the company GLS, which is simply the worst delivery company on the market. Just look at the virulent reviews and extremely low ratings everywhere on the internet: with GLS, there is not only a 100% chance that you will not receive your package at home (and that you will have to pick it up at a distant and poorly indicated depot) but there is also a very high chance that your package… "will disappear".
The worst part is that packages like ours, worth €800, do not require any signature upon delivery! How is this possible, or acceptable for BackMarket? You entrust your products to the worst delivery company, without any receipt confirmation system... It’s like throwing bottles into the sea and hoping someone will receive them on the other side of the ocean!
We discovered this when we received an email confirming that the GLS delivery driver had delivered our computer… when it never came to our place (we live on a small alley, and our workshop where we spend our days has a very large window that allows us to see all the delivery drivers coming down the street - we are therefore absolutely certain that the GLS delivery driver never set foot in our street that day).
Somewhat stunned by the fact that the delivery of a large €800 item was confirmed in the absence of our signature, we asked GLS for an explanation. They replied that the driver "left the package in our mailbox". How is it possible to fit a 21-inch computer into a mailbox? A real magic trick, really, someone needs to explain this to us! And how can one access our mailbox which is located inside the building (they would have needed to ring our bell and walk past our door)? GLS did not answer these questions, of course, and we then understood that there was some wrongdoing on the part of a company that is not new to such "disappearances", especially since the driver did not hesitate to make a false and absurd statement.
But our nightmare truly began when we turned to BackMarket. We had to prove that we had not stolen the computer! We found ourselves chatting with a customer service that was obviously outsourced (responses at 3 AM on a Sunday, representatives changing every day with approximate French...), never answering our questions except with poorly placed and obviously copied-pasted polite formulas, and constantly just asking us to prove our identity through poorly functioning robotic systems. It was a process that lasted almost a month, during which we wrote nearly every day (which became a real job for us!) and during which we were very afraid of never getting our €800 back.
Finally, in a turn of events as bizarre as the rest of this story, we received on the same day yet another request to confirm our identity on the chat (enough to drive anyone mad), and just after that a confirmation by email of our refund (!?) It made no sense, but we were just happy to get our money back, and to never have to deal with BackMarket again.
We therefore advise anyone considering making an expensive purchase on BackMarket to refrain from doing so. You would be leaving the delivery of an expensive item to a company like GLS without any confirmation signature. And you would find yourself having to prove that you are not the thief!
BackMarket has clearly prioritized profits over customer satisfaction by choosing to work with GLS for its deliveries and deciding to outsource their customer service. For this company, profits have clearly taken precedence over the human aspect, and for all these reasons, we have decided to never make any purchases with them again. And we advise you to do the same. Thank you.
Don't be mistaken, the accessories are indeed guaranteed. You just need to request that a new set of accessories be sent to you, and it will be done quickly! Please go to the customer service interface to make the request. You can also call me to discuss: removed by Moderation
Thank you,
Grégoire
Best regards
I ordered a "shiny" iPhone 6 (in like-new condition) on the backMarket site, and the refurbisher is Magic Recycle.
I received my phone in less than 48 hours. At first glance, the phone looks pretty good, no scratches on the screen as advertised, but when I turned it on, the touch screen doesn't work at the top, and I can see with the light from the screen that it is coming off. Not professional on Magic Recycle's part for a "like-new" phone that was supposedly tested.
I am waiting for a response from Magic Recycle's customer service and will keep you updated if there are any developments.
Have a nice day everyone.
The iPad 4 wifi and 4G that I ordered came from Magic Recycle: nothing to say except that it takes a super long time to charge. It wasn't a "shiny".
On the other hand, the iPad Mini 4, gold came from Vente du Diable, but they "screwed up" the order, poorly written announcement.... we need to dissect the problem.
In fact, I received an iPad 4 and not a mini. Vente du Diable, really unfriendly, their packaging: a simple plastic envelope not even padded and I had to pay the return shipping upfront.
I said no to the shipping fees, that's enough, I can't keep advancing money, especially since I took a credit payment so it's costly, I'm not a bank, there's no way I'm advancing the return shipping costs. I already made a super packaging so they wouldn't find anything to complain about: you never know? They eventually sent me a prepaid Collissimo return label after I tweeted a good dozen times about their bad business practices.
For the "mistake", I find it a bit dubious and hard to swallow. This week, I don't have time to deal with it, but I will check the legal aspect next week.
Good luck, hoping everything goes well.
Laurent.
As a reminder, you can find all of our verified reviews here:
https://www.trustedshops.fr/evaluation/info_X194F6470570B4368A91A3C7230E9014C.html?page=1&category=ALL
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Call us if you have any questions: 09 77 55 77 27
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I received an iPhone 12 with a new battery. It broke down on its first night!
I requested a refund because I lost all trust. And then, they had the audacity to say that the product had been oxidized (it spent only one night outside the packaging it came in).
If this doesn’t look like a scam, what does?
https://www.quechoisir.org/action-ufc-que-choisir-back-market-l-ufc-que-choisir-porte-plainte-pour-pratiques-commerciales-trompeuses-n101512/