BackMarket

Dear Black Market Support Team,

Im writing regarding a phone I recently purchased from you which has developed serious faults within a very short time, and I have been unable to access customer support through your usual channels.

Within the first week of use, the phone began showing screen burn issues. More recently, Ive been receiving messages stating that the battery is not recognised, which makes the device unreliable and not fit for normal use.

I have tried repeatedly to contact customer service, but Ive been unable to do so because my order is not appearing in my account.

The system instructs me to go to Orders and select Help, however there is no order visible for me to select. I have also attempted to contact you via email multiple times, using different email addresses and phone numbers, and the outcome has been the same each time.

This situation is very frustrating, as I currently have a faulty device and no accessible way to resolve the issue through your support platform.

Given that the phone developed faults so soon after purchase, I would like this matter resolved promptly.

I am requesting either:a full refund, ora replacement phone of reliable, top-quality condition.

Please advise on the next steps and how I can return the faulty device. Im happy to provide proof of purchase, device details, or any additional information you may need to locate the order.

I would appreciate a prompt response so this can be resolved as soon as possible.

I purchased a MacBook from Back Market in November 2024. The device developed a display issue within the warranty period, and it was replaced in August 2025.

Unfortunately, the replacement device later developed the exact same display defect. When I contacted customer support again in January 2026, I was explicitly informed in writing by Back Market Customer Care that:

The replacement had been issued within three months of the original warranty expiry.

The warranty was therefore automatically extended.

I was eligible for a full refund due to repeated defects.

A return label had been requested to process the refund.

Based on this clear confirmation, I reasonably relied on their decision and purchased an alternative device. However, I was later contacted again and told that the refund had been rejected internally, that the issue was now considered outside warranty, and that only limited goodwill options were available. This directly contradicted the earlier written approval and caused unnecessary stress, inconvenience, and financial disruption.

The main issue here is not just the faulty device, but the inconsistent and unreliable customer service.

Approving a full refund in writing and then reversing that decision without justification is unacceptable and deeply disappointing.

I am still seeking resolution and have sent email to the relevant departments i.e.

legal and CX Support departments, to have the originally approved refund honored, along with appropriate compensation for the time, inconvenience, and impact caused by this handling. Based on my experience, I would strongly advise potential buyers to be cautious and to keep detailed records of all communications.

I am reaching out regarding an iPhone 14 Pro Max (256GB, Deep Purple, unlocked) purchased from Back Market on March 21, 2025. The merchant order reference number is 6ca4d5b7-4c1f-43b9-885e-709496d583e8 Since a week now, the device has been switching off repeatedly, displaying a battery unverified message, and cannot be backed up. These issues have significantly affected my ability to use the phone.

I kindly request your urgent assistance in resolving this matter, either through repair, replacement, or any other suitable solution.

Thank you for your prompt attention to this issue.

Best regards,

Musbau Yusuf