Back Market - Nederland

"Quite disappointed in BackMarket’s customer service. Paid extra for express delivery, item was NOT send immediately (according to their own rules express delivery means: within 2 business days) When I requested for a refund of the extra paid amount for express delivery since it was clearly NOT express delivery, they kept saying it arrived within the allocated timeframe (which was NOT the case). Eventually one customer service representative said it would be refunded but a day later I got an email saying it would not. This was the last time I bought something here (bought 2 macbook airs one with express delivery and one without, got the NON express delivery one faster than the express one and they still wouldn’t refund me money. Hope you go bankrupt soon"

"ordered 4 ! Phones with highest possible quality. 2 of which died in first week. Ok....I shouldn't have bought refurbished...but then....they don't seem to actually check what is sold (product items aren't original as promissed) and you just can't reach them. Only thing you can do is notify online that item is broken and will be shipped back and then.....you wait for 10 days. The experience is just horrific."

"If I could give zero I would … be aware that you buy electronics here and they send you empty boxes with nothing inside. Then they start investigating with new request for the client that already is without the electronic and the money paid and they keep asking from you to do more things that take time from your day … iPad never arrived now I have to go to police to file a report I need the iPad for the school of my son and this people are still playing with the situation and providing no real and prompt solution …. Be very aware"

"I bought two phones on the back market, great shipping, very fast, and the phones were well placed"

"BackMarket lists cheap phones that they won't sell. When trying to buy the Google pixel 8a for the listed price of €189, the listing disappeared. This would of course have been fine if someone else was simply faster than me. The problem: I had already put it in my shopping kart. As far as my experience goes for physical stores, the shopping kart is form of reservation. As opposed to a shopping list, as soon as you put your product in the kart, nobody else can buy the product (at least for some reasonable time period). I am worried that the programmers don't visit physical stores. Or worse, they do."

"I purchased a Lenovo X1 laptop (EUR 1,300) on July 24th. I paid EUR 15 extra for express delivery. It took Back Market until July 29 to actually submit my laptop to DHL for shipment. Back Market helpdesk wrote me that day: "Ik wil u graag geruststellen: na controle is uw pakket wel degelijk succesvol verzonden en momenteel onderweg. De bezorging staat gepland voor morgen, 30 juli." On July 30th, DHL contacted me to say that the shipment was on hold. DHL informed me that something was wrong with the Black Market paperwork. Mind you: it is their core business to get this right. I contacted Black Market helpdesk and received no reply. I will change my rating if they deliver my laptop tomorrow and return my EUR 15."

"My order #83413532 was returned to the seller in La Boisse on July 21st (UPS tracking: 1ZBF15606886956901, signed by CHANDES). The seller has been holding the package for 3 days without providing a new tracking link to my UPS Access Point. Support team (Honorius) has been inactive and ignoring messages for days ("Nog niet gezien"). I demand Back Market to intervene immediately and process either a reshipment or a full refund."

"So I ordered a iPhone 15 and made sure to check that I wanted both a physical and esimm. I twas delivered on time but it became apparent very quickly they sent me the wrong product. I raised a complaint, it took all day for them to reply but they noted that the wrong product was sent (Chinese variant). They offered me 10% off but I really need this for travel and explained this. They did not offer me a replacement but said if I wanted to get my money back it would take up to 48 business days to get my money returned. I could not verify this on their website and have raised a complaint with the De Geschillencommissie in the Netherlands and this will likely not go anywhere. Issues occur and mistakes are made the true test of a company is how they handle them and so far Back Market did not handle things well."

"Was sent a phone twice with an issue first with typing the screen and then I realized the nfc reader also didnt work. Upon sending it back the second time, I was waiting for it to be repaired and they suddenly said it was being refunded. Apparently they have a policy that if a product is sent back a second time it is refunded instead. But the policy is not communicated at all and they still give you the option to ask for it to be repaired. As a result I was without a device for a month and a half as this device was being shipped back and forth. They made no effort to get me another device for the same price (even though it says the device would be replaced if it cannot be repaired) and merely parroted their policy when I asked clarification."

"Warning! Stay away from this platform, whether as a customer or a seller. Sellers are being scammed. Back Market hands out refunds to customers without hesitation for products that haven't even been returned or that are still locked to an iCloud account. They are knowingly committing fraud!! Everyone needs to be warned against doing business with this "criminal" organization. It is a pyramid scheme that will eventually collapse, leaving everyone out of pocket. They let you make plenty of sales during the first few months so you think you can trust them. But they only do this to build up a financial buffer using the sellers' money. After about six months, the problems start, and you never see the majority of your money again."

"Everything went well. Really appreciate the back market."

"Very happy with my order and service. Fast delivery. Product as described"

"The most horrific phones I have ever bought, such a waste of money. Not once but twice I have been disappointed by the back market. Missing parts, cracked screens and low quality overall. What ever you do DONT BUY FROM THE BACK MARKET!!!"

"I found it a really nice website with good prices. I liked how they explained in UI why some items cost more than others. Even though I haven't talked to their support team yet, I found it very easy to buy, try out, and return different models. I ended up testing two iPhones before making my choice. Just a small tip for anyone else: the phones don't come in their original boxes, so it's good to keep that in mind!"

"EDIT…. It is now day 9 Customer support does not reply to messages through the app! They say 1 business day and now it is day 3!"

"Everything was great. Thank you!"

"My package was estimated to arrive on May 29th. It is now over a week late, the tracking is completely messed up, and customer support is sending me to the carrier, while carrier says contact sender. They have my money and I have no item and no updates. This is my third order with Back Market, and the customer service is an absolute mess. Every single transaction has been a nightmare when it comes to shipping and delivery.Their customer support takes forever to respond, and when they finally do, they refuse to take any responsibility. If you have any issues or questions about your shipping, they just kick you off to the carrier. When you contact the carrier, the carrier explicitly tells you to go back and ask the sender. You get completely trapped in an endless loop with zero human help.A marketplace should have a clear protocol to assist customers when logistics go wrong, but Back Market completely lacks accountability. I am incredibly disappointed with how disorganized this platform has become. Avoid buying here if you value reliable support."

"They sold a laptop that while partially functional in it's most basics, has a password protected BIOS. Meaning it's severely limited in many ways. Things like boot order cannot be set permanently. I would love to receive it still but aside from the rigid customer service questionnaire that won't leave room for anything other than questions allowed by them -there is no way to contact them via normal means like email. If i receive a working BIOS password i will update this review and give a more generous review score."

"Here’s a polished version of your sentence: > I really like the phone. It works perfectly and feels just like new. I was a bit worried because it was my first time purchasing from Back Market, but everything went smoothly and I had a great experience. For a review-style version: > I really like the phone. It works perfectly and looks and feels like new. I was a little worried since it was my first time buying from Back Market, but everything went smoothly. Overall, I’m very satisfied with my purchase."

"Bad communication and unreliable quality, my laptop crashed in under 3 months, they fixed it with warranty but did not notify me when the laptop was on its way back, suddenly the ups driver is calling me, to pick it up, while I have no tracking number, no updates, nothing. I heard a lot about the cheap methods used to stick hardware inside the laptop, that is a shame..."