Back Market - United Kingdom Reviews 37,312

Product came at good price, as described in a reasonable time frame. Would recommend :)

Do not expect any help from Back Market if your phone develops a hardware fault just past the 12-month mark. My folding phone screen suffered a major, documented hardware failure at 12 months and 2 weeks.

​Back Market dragged the support ticket out for weeks, completely ignoring references to the UK Consumer Rights Act 2015 regarding durability. To avoid honoring their statutory obligations, they set up an impossible barrier: demanding I take a 3-to-4 hour round trip out of my busy work week to a specific "approved" diagnostic centre, refuse local independent reports, and offer no mail-in alternative or loan device.

​I even offered to resolve it instantly by using my own bank insurance if they covered the £100 excess fee as a goodwill gesture - which would have been cheaper for them than a repair - and they refused.

​I have chosen to pay the £100 out of my own pocket just to be done with their exhausting, unhelpful customer service. Having bought four phones from this platform, I will never use them or recommend them again. Shoddy durability and deliberately obstructive processes.

Fun fact: if you send Back Market an item in the post, if that gets lost or stolen before it's even scanned into the system (as mine was after I posted it in a postbox), you will have no means of recovery and you are not covered by any insurance.

Back Market won't budge unless you have proof of handover. Post boxes do not offer this. Call me old fashioned but that seems dumb.

Royal Mail refuse to help because the item's tracking number is not in their system before it got scanned in. Into the memory hole with your parcel! It's like it never happened.

Royal Mail and Back Market are both now pointing the finger at each other claiming the other should be helping when neither of them are. Don't worry, Royal Mail is getting a review of equal tenor. I have spent more hours with both of their support teams than I would like to admit. Neither is interested in resolving things.

If you must use Back Market (I have alternative recommendations below), never ever EVER trust the postal service. Hand it to someone over the counter, and for god's sake get a receipt. Insure it yourself. Do not trust Back Marklert or Royal Mail to have your back otherwise.

I STRONGLY recommend you use different services like Computer Exchange, eBay or countless other sites that offer second hand electronics. Visit the store in person, or if you really live that far away, repeat the steps above for using a post office and get receipts every time. Post boxes (and the "sending instructions" of hardware websites) do not have your back and cannot address this form of theft/loss.

Equally I STRONGLY advise that you consider Royal Mail Parcel Boxes to be one-way risk machines that might swallow your goods whole. Not a surprise in the era of cost of living. I guess if I were strapped I would be tempted to do the same with no consequences. Sad times.

I lost a practically new (refurbished) iPhone 14 this way and I have absolutely no interest in giving them even more of my money for their second hand electronics. If I can avoid the pain for others, it'll have been worth it.

Don't be like me.

I am writing this review to warn others about Back Market’s shocking warranty service and a complete disregard for UK consumer law.

I sent my laptop in for a valid warranty repair on Friday, May 22nd. Because of Back Market's choice of courier, the tracking shows the parcel will not even reach the refurbisher until June 10th. That is nearly THREE WEEKS just for a device to be delivered to a workshop.

I am traveling abroad for a work assignment the week of June 8th and explicitly timed this repair based on Back Market’s promised timelines so I wouldn't be left stranded. I cannot go to another country without my primary work machine.

When I escalated this, a customer service agent named Ekin utterly failed to help. Ekin refused to escalate the case to a manager, completely confused a statutory warranty claim with a "30-day change-of-mind return," and dismissively told me that needing to buy a temporary replacement laptop to protect my livelihood while abroad was a "personal choice" not covered by policy.

Under the UK Consumer Rights Act 2015, a retailer must fulfill a repair or replacement within a "reasonable time" and "without significant inconvenience" to the consumer. Forcing someone to wait three weeks for a courier transit alone is a direct violation of this.

I demand that an escalated Customer Care Manager reviews my file immediately. I require written confirmation that the moment this device lands on June 10th, the lengthy repair process will be bypassed and a full refund will be processed immediately due to this severe service failure.

Ticket ID
#24891089

Order
#74540430

Bought a laptop. It was sent to an entirely wrong address I have never heard of in an entirely different city. Contacted them and ask them to correct it. They told me to call FedEx - not their problem. And of course that is impossible, ONLY THR SENDER can request a change of address. SO I paid them for a laptop, it was clearly sent to the wrong address, Fedex will not speak to me, and BackMarket's only input was "TRY CALLING THEM, MAYBE YOU'LL GET YOUR MONEY BACK". I am absolutely *SHOCKED* they would think they are not responsible for coordinating the delivery. I am powerless in this position, unable to correct their mistake. Their attitude was attrocious. After telling me to call FedEx they immiediately marked the ticket as resolved and refsed to reply to any further attempts to communicate.

Fast delivery, device condition as described and free returns. Device works very well.

Bought an iPad Air M2 model from the store, initially a bit skeptical of refurbished Apple products but they did come recommended by some colleagues.

Very impressed overall, the device is exactly what I wanted and works perfectly, not a mark on it. Why bother buying new? Part-ex was dead easy too, just packaged and used the pre-printed label. Will 100% use BackMarket again in future.

Always a great service and good product. Site is easy to use and delivery is prompt.

They harras you for months after you place an order to leave a review even if you unsubscribe which breachs gdpr, who knows what other dodgy practices they are up to if they can even get the basics right.

I also had fraudulent transactions after using their website. I think it's a front for a card scam.

I recently purchased a pair of Apple AirPods through Back Market and, as with my previous purchases, the experience was excellent from start to finish.

I have used Back Market on several occasions over the years and have always been satisfied with both the products and the service. The AirPods arrived as described, were in great condition, and works perfectly.

What keeps me coming back is the consistency. Every order I have placed has been straightforward, competitively priced, and delivered without any issues. I genuinely do not have anything negative to say about this company.

Based on my experiences, I would highly recommend Back Market to anyone looking for quality refurbished technology at great value. A reliable company that has never let me down.

Weaponised Incompetence, The idiots just keep spamming me in the full knowledge that each spam message gets a 1 star review.

Bought Samsung Galaxy S22. The phone was a great price, arrived quickly and was like new.

Have given it a few months and performance is better than expected with battery life being my main concern. However, I have not been disappointed and can go full day on fairly normal use without need to find a charger.

Will definitely use again when it comes time for my next upgrade.

Quick delivery we'll packaged value for money

The screen was faulty - everything else worked fine.

I first bought a phone from Backmarket approx 2 years ago. I bought one in "fair" condition and was very pleased with it. So I wanted to upgrade it for my wife. I ordered another mobile, S21 Fe 5g in "fair" condition so I expected to find some scratches and signs of use, my wife is not a big user of technology and this one fit her needs. However, I was sent this disgusting looking mobile phone that was so badly damaged that it looked like it had been dragged down the middle lane of the M1 it was only fit for the bin. I cant believe that Backmarket thought that this was good to enough to sell. There was no way I could give this as a gift to my wife. I have never been so disappointed. I immediately contacted Backmarket and returned this thing and I have now received a full refund. I have lost all confidence in Backmarket and will not be purchasing anything else from them.
I have included some photos with their review but they have now said they were deleted saying that they are not of the actual phone, which they are. I no longer trust this company.

I needed a simple laptop to take away from base for basic email and WP work. Nothing exotic. Searched Back Market and found an HP Elitebook about 7 yrs old. Caution - check that it's a UK keyboard (if that's what you need, like me). It exactly fits my requirement at a sensible price.
One star off as comms from Back Market are a bit OTT but will be unsubscribing soon.

Quick delivery and good quality product. Will be buying from here again

When the laptop deliver the W key was broken like it was taken out and bettery life is good and storage is good