Back Market - United Kingdom

"I bought a black iPhone 11 256gb in November 25. The phone was sold as used but fully tested, and was supposed to be in good working condition. It didn’t work from day one. The screen was constantly glitching, making it impossible to click on any apps. I tried to contact Back Market several times, to request a replacement. I was impossible to speak to a human being. There chat bot based system was unhelpful, I still have the useless brick of a phone, I’ve gone back using my old iPhone, which works better than the phone I bought from Back Market. So utterly disappointed with the phone and the complete lack of customer. I believed the hype and paid the price. I would give Back Market zero stars if that was an option."

"Really great communication and overall satisfied with purchase! Did have problem with the delivery, but that was the fault of dpd"

"I paid for a I pad in ‘good’ condition. It wouldn’t charge as the ports were damaged. I had to fund, new chargers, a case, packaging, a trip to the Apple Store to reset the pad…. Just so I could return it to maybe get a refund…. A waste of my time and even after the refund probably £100…. In addition to £621 I paid for the product"

"my wife loves her phone, good price good service quick delivery ."

"Very happy with phone bought, looks like new. Traded in old phone and process worked really well. Would recommend this company."

"Easy ordering, prompt posting, all round good service"

"The phone I have received is great thank you"

"Do not buy from Back Market - terrible product and misleading support I spent over £600 on an iPhone and paid extra for a new battery. The battery is clearly poor quality: it lasts barely 3 hours and dies completely the moment it hits 7%. When I asked Back Market who supplied the battery so I could verify its quality, they refused to tell me. It gets worse. When I reported the fault, Back Market told me I could return the phone for a refund, so I went and bought a replacement. I explained I was on holiday in Portugal and would need to return it from there or once I was back in the UK - and they confirmed it was fine to wait until I returned home. But when I then tried to return it, they turned around and said I was now outside the return window. Their only offer now is a repair - but they won't provide a replacement phone while mine is away, and I can't be without a phone because I need it for work. So I've now paid for two iPhones, I'm stuck with one that has a useless battery, and I can get neither a refund nor a workable repair. Terrible product, terrible and misleading customer support. Save yourself the stress and use a more reputable option like CeX or Apple direct."

"Excellent condition was correct. Not a mark on the phone. A much better experience than buying from ebay. Would highly recommend"

"Do not buy from here!!! They sold me stolen blacklisted phone and when contacted offered a replacement from the same seller who sold me the stolen one. Completely unacceptable and won't even comment on how serious the matter is or be willing to do anything about the seller selling stolen goods. Complete waste of time now I have to buy again elsewhere. Don't bother."

"Great prices,and if I didn't know better,the iPad looked like new. Delivery was quick. Will definitely buy from back market again"

"I have ordered many phones in the past from Back Market for myself and my family, and all have been immaculate and delivered within 2 days . I ordered an iPhone 13 from them 128 GB and said good condition when it came it was perfect ! I ordered it Tuesday 16/June / 2026 and it was delivered by DHL the next day at 1.00 pm ! ( today 17/06/2026 ) now you can’t get better service than this can you . I ordered the same phone from Smart Cellular and I never had any communication from them , they refuse to answer the phone , cuts off after 90 seconds max ! They never answer emails , I ordered on the 10/06/2026 I have since cancelled my order with them , and will probably have to wait over a month to get my money refunded as on trust pilot reviews most people are saying this happens and they are a terrible company and terrible customer service, ie : none worth speaking of !!!"

"I am extremely disappointed with Back Market's service. My trade-in device was sent exactly as instructed, yet I was informed that the parcel arrived empty. I immediately reported the issue and provided all the information requested, including photos and evidence. Despite contacting customer service multiple times, I still have no response, no proper investigation update, and no resolution. Weeks have passed and I continue to be ignored while being left out of pocket. The lack of communication and accountability is unacceptable. Customers should not have to chase for answers when a problem arises. Based on my experience, I cannot recommend Back Market to anyone considering using their trade-in service. Save yourself the stress and shop elsewhere."

"Used them twice to buy a phone good company reasonable prices I have ni complaints at all the insurance is not to expensive either"

"All good Quick delivery"

"Good result after shaky start. Refurbished 128Gb SE 2022 looked to be in very good shape condition, but the microphone was not working. Very easy to opt for replacement on Back Market App. The 2nd phone arrived very promptly and was fully functional. Returning the faulty phone was easy. Slightly disappointed that the new battery was not genuine Apple. It seems to be ok, but the battery health indicator is sulking. So, in the end, I got the phone I wanted at a good price."

"Excellent service from Black Market and D H L one day delivery,great phone at a great price not a mark on it looks brand new i will recommend this company and the app"

"I have ordered my apple watch through the Back Market and my order was dispatched very quickly, however after a few days (when I supposed to received it) I have not get it. I have contacted customer service who has been very helpful and pass on my case to relevant team to handle my issue which was then solved in couple of days and I have received the refund with the discount, which I have used to re-purchase the "same" watch for the price I have paid previously. Watch works perfectly and I am happy with my purchase :)"

"I bought a phone through Back Market in December 2025. I possibly didn’t realise at the time that they were merely an intermediary between the buyer and the phone supplier. In May 2026 the phone developed a fault with the screen and kept turning off. I contacted Back Market and they said I needed to send the phone back to the supplier and provided a label. This was very inconvenient as I had to borrow a phone (as I didn’t have an old one), transfer the data, wipe my ‘new’ phone and go to the post office to send it off. After two weeks I’d heard nothing. I sent various emails and Back Market were always prompt in their reply – however, the actual information provided by them was insufficient. After around 2 weeks, and further questions from me, they told me the phone had been repaired (I had specifically said I DID NOT want the same faulty phone back) and had been sent back to me. They also advised me that I would not get a new warranty. I was provided with a tracking number – but when I clicked on the link, nothing happened. This continued for a few days and so I sent another email and requested a refund. This was processed quite quickly and I got my money back. However, three weeks on, I’m now left with an old, borrowed phone and will have to buy another one and transfer all the data yet again. I also have an expensive phone case which is of no use to me. The whole thing has caused me a lot of stress and inconvenience. I will never by a second hand/refurbished phone again and would urge anyone considering it to think again."