Compare Backmarket.com

"PROS:
Good prices
Phone arrived in expected condition (but they sent the wrong phone)
Customer support via their non-live chat responded quickly
Ordering is easy
Website is well organized

CONS:
They sent me the wrong phone
The vendor applied a 'discount' code to an agreed upon refund and knocked the agreed refund of $82 down to 79.69 (really? Originally, I gave them 3 stars--I knocked it down to 2 for this one.)
No way to contact a live customer support representative via a phone number or live chat
Return process prolonged
Return process not up to industry standards (see below)

I would NOT purchase from Backmarket again. I suppose if you receive the correct item in good working condition, the Backmarket experience is okay. However, the real test of a company is how they handle a transaction when there is a problem and, unfortunately, I do not think Backmarket is ready for prime time on that. To add salt to the wound, we agreed upon a solid figure of $82 as a refund, as I ordered a Pixel 7A and they sent me a Pixel 6A and they 'discounted' the refund as the original purchase was made with a discount code, so they 'discounted' the refund. (Really???)


I ordered an unlocked Google Pixel 7A for my daughter and received a Google Pixel 6A. When the phone arrived, it was not clear to me that it was a 6A but once this was clear, I contacted customer support. The only way to do this is via non-live chat. There is NO live phone support or live chat option. They answered within 24 hours, which is quite good for this kind of support. They apologized for the error and stated that they would agree to a return and replacement. However, they would not send out a replacement until they received the returned PIxel 6A. Once received, they would then send out the replacement phone. In the meantime, I would need to port back everything to another phone (or my daughter would be phoneless). They agreed that it was their mistake, but tat didn't matter. They suggested that I back up the old phone in the interim, but as far as having a phone during the exchange time, we would be on our own.


My daughter opted to keep the 6A--it is working well for her. The initial cost of the phone was $334.34. In lieu of an exchange, they agreed to refund me $82, making the final purchase price for this 6A in good condition $252.34. The most expensive 6A on their site right now is $240.69--so they basically charged me $12.15 for their mistake--but I was tired with dealing with their support, so I agreed to the refund.


But the plot thickens. We agreed on $82 but refund posted via PayPal was only (drum roll, please) $79.69. Well, they did post a refund, but the stiffed me $2.31. Why? Per their customer support, they reduced the agreed upon refund by $2.31, as I initially bought the phone with a discount code so they 'discounted' the $82. Imagine you paid for dinner and after using a discount voucher, the final price for the meal was $164. Your friend agreed to split the bill 50-50, but instead of giving you $82 they gave you $79.69 because you 'paid with a discount code.' That would be insane. I agreed to $82 in full faith not some fraction of that. There is also no mention of 'discounting agreed upon refunds' in their FAQ section.


On the positive side, Backmarket is a real company. Prices seem fair and you will receive an item. The 6A was the wrong phone but came in good to excellent condition. Shipping was okay and arrived within the specified time window. TCustomer support is not live, but answers.

On the VERY negative side for me, Backmarket sent me the wrong item. They were unable to implement the exchange properly and then stiffed me on the refund. Most companies (for example Amazon), will send out the exchange item, charge your account for the replacement, and refund the cost of the original item once it is received. This way you have your replacement in hand before you need to return the old item. With items like a phone--that you need for everyday life--this is critical.


I suppose I could have ordered a 7A from them and simply opted to return the 6A. But what would I do if they, again, sent me the wrong phone? Or have to go through if there was a problem with the next item sent? Why would I want the hassle?


As it turns out, Backmarket is not actually a company that sells items. It is a marketplace broker for vendors. Buying on consignment is very different from buying directly from a single company. It means that Backmarket a mediator between you and a seller, making it more like eBay or Etsy than buying directly from BestBuy or Amazon. This partially explains why things are so messed up.

If all goes well, Backmarket might work well for you. However, if there are problems--you are sent the wrong item or an item that needs repair--you are on your own. I would not shop here ever again.



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