backmarket.com Complaints & Common Issues

While backmarket.com generally maintains a positive reputation, particularly on platforms like Trustpilot and in various online discussions, it’s not without its share of complaints and common issues.

These challenges are often inherent to the nature of selling refurbished goods through a marketplace model, where product quality can vary between individual sellers.

Understanding these potential pitfalls can help consumers set realistic expectations and navigate the platform more effectively.

Discrepancies in Cosmetic Condition

This is arguably the most frequent complaint users voice across review platforms and forums.

• “Fair” vs. “Good” Expectations: Users sometimes find that devices graded as “Good” still have more noticeable scratches or dents than anticipated, blurring the lines between their defined cosmetic grades. For “Fair” condition, while explicitly stated to show significant wear, some buyers might still be surprised by the extent.
• Screen Scratches: Scratches on the screen, even minor ones, can be particularly distracting and are a common point of frustration, even if the device is otherwise fully functional.
• Body Dings and Scuffs: Beyond screens, complaints often involve significant scuffs, dents, or paint chips on the device’s casing, particularly on corners or edges, which might not be clearly depicted or implied by the chosen condition grade.
• Subjectivity of “Cosmetic”: What one refurbisher or even Back Market considers a minor blemish, a customer might perceive as a significant defect. This subjective interpretation is a consistent challenge in the refurbished market.
• Lack of Actual Photos: Since listings are often generic representations rather than actual photos of the specific device, customers rely heavily on the condition grading, leading to potential disappointment if the interpretation differs.

Battery Health Concerns (Especially for Smartphones)

For devices with integrated batteries, such as iPhones, battery life and health are crucial, and they frequently lead to user complaints.

• Lower than Expected Capacity: While refurbished phones are guaranteed to have functional batteries, some users receive devices with battery health percentages (e.g., 85% on an iPhone) that are on the lower end of what they consider acceptable, even if it’s technically within the functional range for a used battery.
• Rapid Battery Degradation: A smaller number of complaints involve batteries that seem to degrade unusually quickly after purchase, leading to concerns about the quality of the refurbished battery or the refurbishment process itself.
• No New Battery Guarantee: Unlike some manufacturer-certified refurbished programs (like Apple’s), Back Market’s general policy doesn’t guarantee a new battery. This is a point of concern for users expecting near-new battery performance.
• Impact on User Experience: A rapidly draining battery significantly impacts the user experience, often requiring frequent charging and limiting device portability, leading to frustration.
• Warranty Scope: While functional issues are covered, battery health degradation within expected parameters for a used battery might not always be considered a “defect” under standard warranty terms, requiring careful review of specific warranty details.

Issues with Specific Refurbishers

Given Back Market operates as a marketplace, the quality and service can vary among its network of independent refurbishers, leading to a segment of complaints.

• Inconsistent Quality Control: Some refurbishers might have less stringent quality control processes, leading to a higher incidence of defects or cosmetic issues in their products.
• Slow Communication: While Back Market mediates, direct communication with a less responsive refurbisher can delay problem resolution, frustrating customers who are awaiting replies or instructions.
• Shipping Delays: The specific refurbisher is responsible for shipping, and occasional delays or inefficient shipping practices by certain sellers can lead to prolonged delivery times.
• Difficulty with Returns/Warranty: While Back Market aims to enforce policies, some users report friction or delays when dealing with certain refurbishers regarding returns or warranty claims, requiring Back Market’s direct intervention.
• Lower Seller Ratings: Customers are encouraged to check individual refurbisher ratings on product pages to mitigate this risk, as lower-rated sellers might correspond to a higher likelihood of issues.

Shipping and Logistics Problems

As with any large-scale e-commerce operation, shipping and logistics can occasionally lead to problems.

• Delivery Delays: Unexpected delays in shipping are a common complaint, particularly during peak seasons or due to unforeseen logistical issues.
• Lost or Damaged Packages: Though less frequent, packages can sometimes be lost in transit or arrive damaged, necessitating replacement or refund processes.
• Tracking Issues: In some cases, tracking information might be inaccurate or not updated promptly, leaving customers uncertain about their package’s status.
• Signature Required Deliveries: For high-value items, signature-required delivery can be a minor inconvenience for customers who are not home during delivery attempts, as noted in some user reviews (“I did miss the delivery and it required signature but I got it from the post office the next day”).
• International Shipping Complexity: For international orders, customs clearance and varied local delivery services can add layers of complexity and potential for delays or issues.

Refund and Return Process Duration

While Back Market generally offers a straightforward return policy, the actual time taken for refunds or replacements can sometimes be a source of frustration. Davincivirtual.com Review & First Look

• Processing Time: Users occasionally report that the process of returning a device, getting it inspected by the refurbisher, and then receiving a refund or replacement can be lengthy, taking several days to weeks.
• Communication Gaps: Delays in communication between the customer, Back Market support, and the refurbisher can prolong the resolution timeline.
• Inspection Period: Refurbishers often require an inspection period once a returned device is received, which adds to the overall time before a refund is issued.
• Payment Processor Delays: Once a refund is processed by Back Market, the actual crediting of funds to the customer’s account can depend on their bank or payment processor, adding another potential delay outside of Back Market’s direct control.
• Dispute Escalation: In cases where a direct resolution with the refurbisher is difficult, escalating the issue to Back Market’s dedicated support can add time to the process, though it often leads to a satisfactory outcome.